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January 2024 by Mac B.
After having my car for three weeks on what I was originally quoted to be a 3 or 4 week job, for 4 consecutive weeks they advised me that my car would be ready on the following Friday. This complicates things when I am getting car rentals and returning and extending them based upon Caliber's expected completion dates. AFTER 7 WEEKS, on the latest date that they told me that my car would be ready for pick up they then told me my car would be ready the next day. The next day came and I was told on that date that they now needed to order more parts (as if they had not put my car on a life to see what parts were needed in the 7 weeks that they had it) and that they would call me within an hour with an ETA on the additional parts. 4 days later still no call. I escalated the repair delays through my insurance company hoping they could help and they engaged the Caliber manager and said that Caliber would call me with an update. After again not getting any updates of any kind, I called the manager myself at the start of the business day and left a message and was advised that he would call me back but I couldn't get the courtesy of reply from him either.7 weeks in to this ordeal, the employee managing the repairs on my car advised me that they are short on staff and that she would have her top tech that works on my my model vehicle "take a look". That's all she offered me. Why did it take 51 days to determine that we have not identified the parts required for repair. That shoud be step 1. There is no sign of QA, the supervision or customer service. Caliber knowingly and repeatedly gave me updates on my car's progress through their system that they knew to be false and now they are just flat out not communicating with me. I would love to tell you about the quality of their repair work but I don't know that any work has been done on my car yet. Like all customers, I needed 3 things from Caliber: Management of the repair process, accountability and reliable communication. None of the these things have occurred.
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November 2023 by Hunter Norris
Satisfied customer. Isaiah was very good in informing me on the progress of my vehicle. If I need body work in the future I’ll come back to Caliber Collision.
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November 2023 by Sara Stroup
Once again this group has exceeded my expectations. From Steven Hathcock, the Manager to Jackie who welcomes you when you walk in to Kaleigh Reed who I worked with this time. I cannot say enough about this Caliber Collision location. They are the best!
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November 2023 by Colby Ford
I used Caliber Luxury for some car repairs after an accident. They were excellent to work with and handled all of the painful back-and-forth with the other person's insurance company.Elkin was the service representative I worked with and he was amazing. Also, the front desk staff are always nice and pleasant in all my interactions with them.Services: Painting
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September 2023 by Piers Varley
Dropped my car here for repair in May - still waiting for my car in September. It took about 2 months just to get it on a lift, and target completion date has been pushed over 5 times. Go elsewhere if you can.Service: Body & Trim
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August 2023 by Casey S.
I can't speak highly enough of Caliber Luxury Charlotte. We were involved in a prolonged issue due to being hit by someone driving a rental car. The situation was beyond complicated involving multiple insurance companies. Throughout this process, the office staff was friendly, communicative, responsive, and supportive every single time I had to contact them. The technician, Mario, was helpful with everything we asked and ensured that nothing was happening with the vehicle without our direct knowledge and approval. The rental car agency insurance company tried to tow the vehicle from Caliber without our knowledge, and Mario stopped this from occurring. Mario also went above and beyond to assist our insurance adjuster with assessing and evaluating the damage. This overall situation was a nightmare for us, but Caliber was a dream and we can't thank them enough.
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July 2023 by Noah Pagley
Im not one to leave reviews, as this is literally my first, but others need to be warned. Avoid Caliber Collision Luxury at all costs!It took over a month from my first visit to finally get an estimate written up. Once I received the estimate I was told it wouldn’t be another month until I could get my car into the shop. Thankfully Elkyn made an exception for my car to be dropped off earlier the following week.From there delays continued, not due to their fault but because of hoops created by the insurance company with regards to parts. It felt as though I had to stay on top of them and would only get any updates or information after I reached out them.I was finally assured they had all the parts necessary and my car would be ready on a Friday, however I was leaving to go out of town that day and would not be able to pick it up. Since I was told my car would be ready that Friday, I assumed there would be no problem the following Friday, a full week later, to stop by and pick up the car as they had more than enough time to finish the work. Somehow, when I got back a week later the car was still not ready for pickup. I was told it would be finished first thing Monday morning and I could come by to pick up the car.After receiving no communication the entire morning that Monday, I called around noon to see when I could pick up my car and I was told another hour. When I finally go to pick up my car, there were marks on parts of the car that weren’t even worked on, and they hadn’t even finished the work!! There were emblems that had not been replaced and it looked as though they did a half way job to clean the car as they said they would. Once they finally finished I go to leave and realize my gas tank was essentially empty after I had dropped it off with at least 3/4 of a tank left. I understand there are road tests necessary for the work I had done but 3/4 of a tank worth???? I understand there are currently supply chain issues and other shortages, but the obvious procrastination and absolute lack of communication has tarnished any faith I had in this shop.Service: Body & Trim
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July 2023 by Mickey Hershey
we chose this specific shop because, we had my Mercedes repaired here before, I had the estimate done on 6/20, and I’ve never heard from Mike, the guy that did the estimate. My husband and I attempted to contact him, but someone told my husband when he called that he was out sick, and I did call the shop myself, and someone told me that he was out to lunch, and he will give him the message that I called, but have never heard back from him, and he never send me the email of the estimate that he promised me that day.I called my insurance company and informed her to void the estimate, and I was glad that the payment was not sent to this shop yet.
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June 2023 by Rocky W
This isn't a negative review, more of an enlightening review. The ladies at the front desk were awesome & helpful. Mike, a gentleman who works with Mercedes customers, was good as well. My issues were with the time factor of it all. I had an appointment to drop the car on June 5th, and I made an executive decision to pick my car up on June 21st because it never got worked on in almost two and a half weeks. Mike explained they were packed with Mercedes cars and only had one Mercedes technician, and I was second in line to get looked at. Here, I am halfway through my rental allowance and no car being worked on. Why even set me up an appointment when you know you can't get to my car weeks later? That leans more towards a self-serving business than a customer serving business. And to make matters a little more difficult, Caliber cashed the check that Geico sent them for services that were never rendered. When did we start paying for services before the work even started? Now I have to pay out of pocket for repairs at the new shop until they refund Geico the initial payment they cashed in. I am hoping to speak to someone at corporate over this matter. I say all of that to say this, good company and good customer service. If you have a Mercedes(or any luxury car) and can wait over a month to receive your vehicle back and/or have a secondary vehicle where time isn't a factor then I would give them the chance to work on it. Unfortunately, with owning luxury cars the options of collision centers that can work on them are very slim. Pick wisely...
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April 2023 by Madison Nicole
The guy that managed my repairs was named Sam. He was absolutely wonderful. Made sure my car came out like brand new. No issues. And my damage was quite a lot. He kept me updated as the repairs came along, and made sure to check that everything worked like new before I got it back. He was a life saver, and the customer service was great too. Very friendly and helpful.
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April 2023 by Christina Walker
Unfortunately we had to bring our Mercedes here after a car wreck. The team and Mike specifically were incredibly professional and communicated through the entire process. It's difficult to have your vehicle in the shop to get estimates on repairs. Thank you to this team we were able to get resolution in a swift manner and they met the deadlines and expectations that they gave. Would highly recommend if you need someone.Service: Body & Trim
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April 2023 by Dmitriy Petin
Gene was great. My car got fixed and returned spotless clean. It took a while to get my car but that was due to parts shortages. Originally thought I had an issue with the car's brakes, but it was fine.
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January 2023 by Anthony Harrison
I recently had my BMW 4 Series repaired here because only Caliber Collision Luxury will repair BMW, Mercedes Benz and other luxury vehicles. First thing to know is to set up an appointment otherwise you will have wasted your time driving over. When I showed up to my appointment, I didn’t realize that only a service advisor that works with your car brand can help you with an estimate. This was frustrating because when I was given an appointment but I wasn’t given a time to show up.I showed up as soon as they opened and had to wait for the BMW advisor to come into work. When he finally did come in, he greeted me but he didn’t apologize for my wait. He was very matter of fact with the process and I didn’t feel as a customer but as a person taking up his time. He gave me the estimate which was reasonable compared to another body shop in Charlotte so I decided to have my car repaired here.The appointment time was a month away and as I got closer to the date, I expected a follow up call or reminder that that my appointment was coming up. That didn’t happen so make sure you remember your appointment date. I met my advisor and again, I didn’t feel valued as a customer but simply as a distraction. The time it took to fix my car was 2 weeks which seems reasonable.When I was told my car was ready, I went to pick it up with excitement but notice immediately when inspecting the work that the paint had run around the sensor on my bumper because too much paint was used. There was grease in the bumper and debris that had stuck to the paint job. I told my advisor only about the issues and he immediately say he would get it fixed but come to find out that the painter had left early due to the holiday break.He didn’t offer an apology which I felt was warranted because this should’ve been found during quality control. He told me that I could leave my vehicle over the weekend and it would be ready the next week. When I went back, the issues were taken care of but then I noticed swirl marks around the area that had been repaired. I didn’t say anything because I was ready to get my car back and I can probably have a professional detailing done to rectify the problem. But, I shouldn’t have to really, the painter should have noticed and repaired.Overall, Caliber Collision Luxury of Charlotte did a good job in repairing my vehicle and didn’t hit me with any unexpected charges. They should have better quality control checks in place so when you pick up your car, it should be one and done. I do recommend Caliber Collision Luxury of Charlotte and I think your experience will depend on your advisor because the Mercedes Benz advisor helped me more and provided better customer service than my own advisor.Services: Painting
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December 2022 by Anthony H.
I recently had my BMW 4 Series repaired here because only Caliber Collision Luxury will repair BMW, Mercedes Benz and other luxury vehicles. First thing to know is to set up an appointment otherwise you will have wasted your time driving over. When I showed up to my appointment, I didn't realize that only a service advisor that works with your car brand can help you with an estimate. This was frustrating because when I was given an appointment, I wasn't given a time to show up. I showed up as soon as they opened and had to wait for the BMW advisor to come into work. When he finally did come in, he greeted me but he didn't apologize for my wait. He was very matter of fact with the process and I didn't feel as a customer but as a person taking up his time. He gave me the estimate which was reasonable compared to another body shop in Charlotte so I decided to have my car repaired here. The appointment time was a month away and as I got closer to the date, I expected a follow up call or reminder that that my appointment was coming up. That didn't happen so make sure you remember your appointment date. I met my advisor and again, I didn't feel valued as a customer but simply as a distraction. The time it took to fix my car was 2 weeks which seems reasonable. When I was told my car was ready, I went to pick it up with excitement but notice immediately when inspecting the work that the paint had run around the sensor on my bumper because too much paint was used. There was grease in the bumper and debris that had stuck to the paint job. I told my advisor only about the issues and he immediately say he would get it fixed but come to find out that the painter had left early due to the holiday break. He didn't offer an apology which I felt was warranted because this should've been found during quality control. He told me that I could leave my vehicle over the weekend and it would be ready the next week. When I went back, the issues were taken care of but then I noticed swirl marks around the area that had been repaired. I didn't say anything because I was ready to get my car back and I can probably have a professional detailing done to rectify the problem. Overall, Caliber Collision Luxury of Charlotte did a good job in repairing my vehicle and didn't hit me with any unexpected charges. They should have better quality control checks in place so when you pick up your car, it should be one and done. I do recommend Caliber Collision Luxury of Charlotte and I think your experience will depend on your advisor and the technician because the Mercedes Benz advisor helped me more and provided better customer service than my own advisor.
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December 2022 by Jason Van Slyke
Great streamlined experience. They kept me updated during the process. They also work with enterprise rental. U can pick and drop off your rental there.