Gerald Collision Center's Reviews

4.4

(28 Reviews)

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Dan B.

SUBA Crosstrek Wilderness AWD

05/30/2025

Verified Customer

Damage during repair

I brought my car in for a small fender bender, some cosmetic work to the bumper. The repair technician was great and scheduling was easy. Upon getting my vehicle back, I noticed many scratches to my infotainment screen, buttons and shifter knob cover. I reported these damages to the shop immediately. I brought my car in the next day to be reviewed by the service manager. He agreed that this was definitely not right and he tired to correct the situation, he was unable to remove the scratches and told me he took pictures of the damage and would share these with his general manager who would then contact me the next day (Monday, as I brought this in on a Friday). The next week went on and on Thursday evening I still had not heard anything back, I called the shop. I was told that they were in communication with Subaru about how they are able to fix the damages and they would call me back when they have a plan. Another week went by, with no follow up. I emailed my repair technician to voice my concern that no one had reached out to me and that this is my third time now contacting them. She responded that she will let her general manager know. Within a few hours the general manager called me to let me know that since I could not prove that they did the damage, theirs nothing they will do to fix it. I was alittle surprised and frustrated because for 2 weeks I was under the impression that a resolution was being worked on. Especially when I reported these damages damage right away. During my call with the manager I was told that I made the damages and just did not notice I did until my car was was in the shop and then returned to me. The general manager then said how they followed strict procedures and didn’t have any new staff. I then voiced my concerns about how that is exactly why I am frustrated, because I brought my car to a professional place, where I am now having to deal with this. I asked why someone was even cleaning the inside, when I came for my bumper to be replaced. She did not go in depth on why they cleaned the inside. Each time I brought up something, I was instantly shot down on the basis of “that’s not how we do things” after continuing saying certain procedures were not followed due to the inconsistency of what I was being told by her and then the repair manager 2 weeks before. After going back and forth, I asked if I could speak with someone else as I felt the situation was not being addressed properly. The general manager said “what are you looking for here” and when I voiced my frustration, she laughed and said “you are looking for a yes”. She then said she already talked with the owner and he agreed with her that they will not do anything to resolve this, because I cannot prove that they scratched my car. This whole experience was very stressful because my car is only 5 months old (bought brand new) and I know truly I didn’t cause this damage. A mistake was made in the cleaning after my repair which lead my car to be left pretty badly scratched. I felt very uncomfortable because the manager made me feel like I was trying to con them into fixing something that they did not do, when in reality I just wanted the mistake someone made resolved. This collision center damaged my car and then did not want to do anything to help resolve this issue, the manager made me feel uncomfortable despite me being patient and understanding that mistakes happened. I feel very undervalued by Gearld and although they fixed my initial issues, they created another one. If you chose to do business with them, just be aware of potential problems and make sure you cover yourself.

Michelle W. from Gerald Collision Center responded on 06/02/2025 06:12 AM

We appreciate you taking the time to share your experience, though we're genuinely sorry to hear it wasn't the smooth ride you expected. It sounds like there were more twists in your journey than a busy highway during rush hour. We strive to provide excellent service, so it's disheartening to learn about the miscommunication and unsatisfactory resolution you faced. While nobody likes dealing with a bumpy road, we can assure you that our intention is always to take care of our customers' needs, not add to their concerns. Your feedback is invaluable, and we are looking into this situation further. If there’s anything more you’d like to share or discuss, we would really encourage you to reach out again. We're committed to learning from experiences like yours to ensure we’re providing the care and quality our customers deserve without leaving any scratches—metaphorically and literally!

Michelle W. from Gerald Collision Center responded on 06/02/2025 06:14 AM

Dan and I have spoken in great lengths regarding the deep scratches that are all over the interior of his Subaru. Dan and I also spoke regarding the repairs completed on his vehicle with the customer stating that the repair is great!

Grace S.

SUBA Forester w/Continuously Variable Transmission

12/11/2024

Verified Customer

Took too long to repair

I'm sorry, but I don''t have time to complete all the surveys I get.

Allison G.

SUBA Outback Premium w/Continuously Variable Transmissi

11/05/2024

Verified Customer

Do Not Use This Place

I will never take my car to Gerald Collision again and I don’t think I will ever buy another car from a Gerald dealership because I don’t want to support his businesses again. I brought my Subaru in in early September for a dented in back passenger door and some additional damage - I knew it would take some time to fix and was gracious with the team I worked with at the front desk and was flexible with the timing. Maybe I was too nice.

For the first three weeks, my car sat there. Once work started, I continued to get the run around - parts were broken, State Farm wasn’t doing their job. If I ever wanted an update on my car, I had to call. 90% of the time, Wendy (who I had been working with and I thought I had developed a great relationship with upon first meeting) was never available. By week 7 when I called, I heard her colleague Mike in the background say, “is she still up your ass?” Well yes, my rental insurance has run out and I have no car. But I was still being kind. I just needed my car! To be fair, when confronted about it later, Mike did apologize.

After that incident, any time I called, they never answered. My husband had to take over and call on a different number. Our insurance agent had to call and see what was going on. By the time I was supposed to get my car back at the end of week 8 and my car was ready and had been paid out by insurance, the collision center sent in another $200 form to State Farm and refused to release my car. My husband told them we would pay it out of pocket to get my car back. At first they refused but finally agreed and we got my car back today, over 8 weeks later. When we picked it up, Mike and Wendy didn’t even speak to us. I will say, Nina at the front desk is very nice.

But unless you enjoy being car less and crying to insurance, DO NOT USE THIS COLLISION CENTER

Laura M.

SUBA Crosstrek Premium w/Continuously Variable Transmis

08/07/2024

Verified Customer

Auto collision repair

We were very satisfied with the repairs and the professional way in which they treated us. They kept us informed of the status of the repairs on the car and then let us know when we could pick up the car.

Joan H.

SUBA Crosstrek Limited AWD

08/04/2024

Verified Customer

Terrible service

My car was at the shop for 38 days. The repair should have taken about 4 to 5 days. The staff was lazy and said the bumper brackets were on back order. Told me would not be in until middle of August. My car was dropped off on June 25. I called around myself and found the brackets. Called Wendy and told her to call there and have them overnighted. She did and car was ready in 2 days. The staff is lazy and did not do their due diligence in finding the brackets. I should not have to do their job. Good thing I did because they would have had my car about 2 months. Extremely poor service!

Isair C.

SUBA Ascent Touring w/7-Passenger Seating

06/27/2024

Verified Customer

Great

Staff were very friendly and answered all my question, they kept me up to date with basic notes and did not bother me, great experience overall.

Migdalia C.

SUBA Forester Sport

05/21/2024

Verified Customer

More communication

Pretty good expierence just wish i was not the one initiating communication. I had to call to find out when my car would be ready. They never called me after receiving the car and inspecting it how long they thought it would take.

Elizabeth B.

SUBA Outback Premium

11/30/2023

Verified Customer

Excellent Experience with staff and service work

I dealt with Keith, on arrival he reviewed the damage to the car and explained when the could get my car in for repair. He also dealt with the insurance company regarding the work required and the cost. When the work was completed he went over the warranty and other information with me and answered my questions when I called after arriving home having had some never before seen lights appear on my dashboard, low tire symbol and an I for information. Also Sandra was very pleasant each time she called to give me an update on my cars progress through repair process. I appreciated the update calls since they had my car for over a month. Everyone i encountered at the facility was pleasant and helpful.

Georgia C.

SUBA Forester Premium w/Continuously Variable Transmiss

11/23/2023

Verified Customer

GREATFUL THIS THANKSGIVING

I am Greatful this Thanksgiving to have my car back It looks great. I can now move forward and put this incident behind me.

Kamal J.

SUBA Forester Sport w/Continuously Variable Transmissio

10/28/2023

Verified Customer

Great service

Great service- longer than normal repair times

Rita B.

SUBA Ascent Touring w/7-Passenger Seating

08/24/2023

Verified Customer

Time to repair was much longer than expected with no communication

t took a month to get my car fixed. They did a wonderful job fixing it just took a long time. No follow up communicatons or status updates. They are obviously having staffing issues.

Elizabeth E.

SUBA Impreza Wagon Sport Premium w/Continuously Variabl

07/03/2023

Verified Customer

Great job

The whole process was seem less. They took care of everything and kept me informed every step of the way. The result is beautiful. I was worried the paint may not match, but it did. You can’t even tell that that truck backed into my poor car. Thanks guys!

Frank G.

SUBA Outback R Limited

06/29/2023

Verified Customer

Professional auto repair place

Very satisfied with the car repair and the service.

Jim F.

SUBA Forester Touring w/Continuously Variable Transmiss

06/06/2023

Verified Customer

Return customer

Our oldest daughter used Gerald to fix her Subaru Forrester after it was discovered her fuel line had been chewed by an animal. She was very happy with the outcome of her repairs. When our youngest daughter's Subaru was involved in a collision, we took her car to Gerald. We worked with Mike who called us to keep us up to date on the status of the car. He worked with us on getting us the best deal. Needless to say our daughter's car looks amazing. I did forget to tell them about a light out in the back of the car which did not get fixed. I do wish someone would have noticed that.

Michael K.

SUBA Forester Limited Automatic PZEV

04/12/2023

Verified Customer

Time to repair was much longer than expected

It took a month to get my car fixed. They did a wonderful job fixing it just took a long time. The bi-weekly email update were appreciated but some where just repeats of the previous one and seemed to be canned responses.

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