Caliber Collision

Caliber Collision was one of the places USAA listed as a recommended repair location after a snowstorm related accident. We picked this location because it was reasonably close to both home and office. There was a lot of phone tag between us, Caliber, and USAA. The biggest issue was timing. As I am sure you can imagine there were a lot of repairs lined up after SnowZilla. Hubby was actually hit the day before SnowZilla began but there was already a backlog for repairs all over the area partly because of the surprise dusting the Wednesday night before. The process ended up taking over three weeks once they got a vehicle, partly because of the numbers and partly because of the parts/​pieces. Despite the laborious process I am a fan for two reasons: 1) Mike did a great job of keeping us informed and updated, & 2) the repairs looked good.

Excellent experience! I referred my friend, for his front end damage, to Johnnie and/​or Rick. Their pricing was better than the competitors that he had visited and they ordered the parts and got him on the schedule that same week. When my friend picked up his car, there were some faint areas that needed touch up. They insisted he bring the car right back in and they would do the touch up in a few minutes, while he waited. This was done and the outcome was perfect.

It’s tough to give a good review when the company seems intent on not accepting your business. After a minor fender bender, I called Caliber to request an inspection/​estimate. A girl answered the phone who was not exactly rude but was by no means a fount of basic customer service. She told me the soonest they would be able to see my car was nearly three weeks from that day. Was there a more convenient time, preferably a later time that allowed me to get to Caliber following work? No. Even though they close at 5:30, apparently any estimates past 4 were verboten. Over two weeks seemed unnecessarily long, but the damage to my car was manageable for a little while, so I said fine.
I work in DC and it’s tough to leave anytime before 5. 4 was impossible, so I tried for 4:30, which the Caliber rep was reluctant to agree to at first. When the day of my estimate arrived and I inevitably was forced to call them at 4:30 to tell them I wasn’t going to make it on time, the same, «sunny» customer service rep put me on hold for five minutes before telling me I needed to reschedule. Then she told me the next availability was two weeks out! I said no thanks and called up Carcraft, down the road. Carcraft kindly apologized, but they were closing early that day (Presidents Day) due to the snowfall and could only see me before. Wait – what? Able to see me that very same day? Not only that, but they apologized for any convenience caused me by them having to close at 5… a single hour early. I thanked the rep and scheduled for three days later. No problems whatsoever.
I’m not sure what the issue was with Caliber, but there was a huge disparity in the customer service they showed me and what Carcraft, a competitor literally up the road, showed me. Maybe Caliber was too busy and was truly swamped with business (with all the body shops along Backlick, I’m skeptical, though). Good for them – not sure why that means basic customer relations gets tossed out the window. At the end of the day, if you make it so painfully obvious you don’t need my business, you don’t get my business.

Great customer service! Zach and Mark were particularly helpful with the quality assurance of my vehicle. Thanks guys for taking care of my little Corolla! :)

Unfortunately, I’ve had my bumper replaced 2 times in the past 3 months. Both times I have used Caliber Collision in Springfield and the experience has been amazing. Everything was done on time and of top quality. I dealt with John Procacina and Rick, 2 honest, caring guys.

I wish I had a better experience with these guys and gals after my accident. Between them and the insurance company, I felt like I was put through a lot of hassle and frustration to get my car fixed. That said, I waited awhile to post a review. They did fix my car to a satisfactory and safe condition. I even had it reviewed by another body shop to confirm. That said, they were ordering parts, did work before my paperwork was even formally submitted, and I had to bring the car back 2x after the initial repair. The first time, to realign the trunk. Second, because the check engine light was on. The people were professional and nice enough. I just don’t know that I’d ever choose to bring my vehicle back there again. My friend’s husband is a manager at another location and told me my situation isn’t common, and I hope he is right about that.
Like another reviewer, my car was done much quicker than expected. But it wasn’t done properly, hence why it needed to come back a couple times. I would have preferred they fixed the car the FIRST time instead of me having to bring it back again and again.
I’ll also say that their communication isn’t that great, and that receptionist in the front is not overly friendly. It was MY car and I felt like the whole staff just wanted to communicate with my husband. Not cool.

I personally hate writing bad reviews. However, this location is the exception to my rule of forgive and forget.
I will never, ever, ever bring a vehicle to any Caliber Collision location ever again. I had to have body work and some parts replaced to my car after an accident on 495. Nothing too major is what I was told, and I would have my car back in a week or two.
Never received any notices other than emails at 2 in the morning telling me my car was 54% complete for 3 days. And then nothing. And then when I was notified my car was ready, they said they left me numerous voicemails with updates. Um, no you didn’t. Not on my voicemail. But thanks for potentially giving my personal information on someone else’s voicemail.
It took them a total of 6 days to complete my car and they should’ve taken longer. My paint does not match on my car. There is a distinct line showing where they painted, and what was original paint. I totally understand sometimes it can be *slightly* off… But not 2 – 3 shades. They also did not replace my car horn after I told the Geico representative it wasn’t working WHEN I dropped the car off. I was told the technician supposedly replicated it, and it was fine. K, but as a safety concern you should’ve taken it apart and checked the cables and housing to make sure it was all fine and dandy. The vehicle was just in an accident.
Sure enough, when I picked the car up… My car horn is not working. I’m told I need to call them back in the morning when the rep is there and she will decide what to do. Oh, ok. So I get to waste even more of my time? Splendid. So now after emailing the rep I have to wait however many days or weeks for my new horn to arrive, and then I need to schedule a time for me to bring my car back in and wait while they work on it. And then they will look at their poor paint job and decide what to do after that.
The only person to apologize is the poor receptionist (who wasn’t that friendly to begin with) and the Geico rep. Not once has management reached out to me, or the technicians that performed work on my car. I have zero explanations for the crap job that was done to my car, and why half my parts are after market. And the other half are OEM. after I explicitly stated to the body shop (and my insurance) that I only wanted OEM parts and was told it would be handled. K, «certified» used parts don’t cut it for me. And I know you used them to make a higher profit margin. I’m not naïve and actually have quite a bit of knowledge about the automotive industry on the inside (boyfriend has worked for Toyota for 15+ years).
Spare yourself of the potential headache of worrying about crap work and go elsewhere.

Had a great experience here. Everyone is very professional and super efficient. The general manager, John Procacina, could not have been nicer and went above and beyond to help me. I highly recommend them!

John Procacina and his crew at Caliber Collision are masters at their trade. I had had a bad experience with a different body shop so I gave Caliber a try. The staff was professional, work was quality, and results were fast! John was very attentive and he and his staff were great at communicating with me throughout the process. When my vehicle needed a part, they ordered it and had it on site and on my vehicle in less than 24 hours! Can’t say enough good things about them except that I would recommend them wholeheartedly to anyone whose «baby» needs some special attention. You’ll both appreciate it.