Caliber - Middleton WI

Likely to Recommend - 2.5/5.0 -

DEPENDS ON WHAT MAY APPEAR IN FUTURE, TOO EARLY TO RATE ACCURATELY, IF THINGS GO WELL, I WOULD RATE 10

Repair Quality - 2.5/5.0 -

TOO EARLY TELL. IN TIME I MAY RATE A 10

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Great worked hard to help us.

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

My car looks new! Very nice. Great customer service!

Customer Service - 5.0/5.0

Returned Clean

My Experience - 5.0/5.0 -

Dave did a great job explaining everything. My car looked brand new!!!

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

They did a great job!

Customer Service - 5.0/5.0 -

Very helpful and broke the numbers and process down for me.

Likely to Recommend - 1.5/5.0

Repair Quality - 3.5/5.0

Customer Service - 3.5/5.0

Returned Clean

My Experience - 0.0/5.0 -

Repair was delayed, about 1300 miles was added to my car during the repair period. Please tell me why?

Likely to Recommend - 3.5/5.0

Repair Quality - 4.0/5.0 -

Good quality work although the repair was delayed for almost one month. A little confusion about the mileage-in record on the final bill, clarified that with Kelly (the manager) on the phone.

Customer Service - 4.0/5.0

Returned Clean

My Experience - 5.0/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 0.5/5.0

Repair Quality - 1.0/5.0 -

I was given several times my vehicle was supposed to be ready And every time I had to call myself to check about them, and they always extended the date.

Customer Service - 0.5/5.0 -

Aside from the regional manager who was very helpful at the end, I was never provided with any type of notification that my vehicle would not be done on the day It was supposed to be until I called myself that day.

Returned Clean

My Experience - 5.0/5.0 -

Friendly, kind, helpful staff.

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean

My Experience - 0.0/5.0 -

Overall I am extremely satisfied with how well they did on the repair. My only drawback would be the time I didn’t have the car but I understand they were understaffed. The other thing that brings it down a bit is how a part for the repair is missing and I have to go back but all things understandable. They did great work and I would definitely come back again

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Everything you did was just fine, very happy with the results. I just wish you would have been better communicating the project status. I hated having to be a pest.

Customer Service - 4.5/5.0 -

Said in previous comments about communication.

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 2.5/5.0

Repair Quality - 4.0/5.0 -

The car was in the shop for 75 days it looked good but still noticed a crack in the tail light

Customer Service - 2.0/5.0 -

The call center had told me it would be same day estimates but then when I got there they said that wasn’t the case for hail damage. I kept being told it would be 2-3 weeks and it went on for a total of 11 weeks. I was getting text messages that things were progressing and then the messages kept getting further and further out. I was without a vehicle for a total of 75 days. Everytime I called I was able to speak to someone and they were kind and gave me the updates I needed, but it got really old sitting and waiting to get the repairs done.

Returned Clean

My Experience - 0.0/5.0 -

I would suggest that rather than giving repeated updates at which every completion date is pushed out - instead give fewer updates with more accurate time estimates. The original estimate was 2 to 3 weeks and it took two months. I’m guessing that there was a reasonable chance that this could’ve been foreseen in advance, and estimating one month to begin with and then six weeks and then eight weeks to completion would be less aggravating as a customer.

Likely to Recommend - 3.5/5.0

Repair Quality - 5.0/5.0

Customer Service - 3.5/5.0 -

I suggested in another survey request - but suggest that you might give fewer but more accurate updates. Sending an update 8 weeks in a row that pushes out the finish date by another week is not a great feeling. I suggest you send out as few updates as possible with the most realistic estimate available.

Likely to Recommend - 0.5/5.0

Repair Quality - 3.5/5.0 -

The repair work itself is quality. However, it took almost 1 month longer than it was originally assessed at. Caliber payed for the rental and owned this mistake, which I greatly appreciated and Dave was professional and pleasant to work with. Every day for a period of time I was told that my vehicle would be ready tomorrow and that only changed when I asked for honesty directly. Once my vehicle was ready and I took it home, I was notified that my front license plate and bracket hadn't been attached. The people that I worked with directly were lovely. However, there is clearly a lack of communication and organizational issues happening behind the scenes.

Customer Service - 4.0/5.0 -

Again...the folks working with customers were lovely. The aforementioned communication and timelines were not good

My Experience - 0.0/5.0 -

Took 5 weeks longer than original estimate on time to complete. Customer service and communication were beyond poor. Updates were never submitted for last 4 weeks and required I or insurance to contact them for updates. Estimated completion time was missed 5 weeks in a row with shop guaranteeing it to be done and failing to do so multiple times. Car had to be taken back into the shop due to: paint defects where damage was repaired, white paint splattered on the bumper from another job, trim not installed properly, glass still present in the back seat from damages done, plastic covers laying in back window area, glass still needs to be replaced since they installed a defective windshield. I understand they were understaffed, which was only revealed at pickup, but that was never communicated to me and no efforts were made to create real timelines or expectations if the work would get done since the estimate got pushed back 5 weeks, 2 times a week after calling for updates.

Likely to Recommend - 0.5/5.0

Repair Quality - 2.0/5.0 -

Had to be sent back since I found multiple points of concern upon pick up. 2nd attempt at pick up was okay

Customer Service - 0.5/5.0 -

Had to reach out for updates. T-Th updates weren't sent for 4 weeks unless asked for. Original estimate was a lie according to another team member who picked up the phone. Estimated time was pushed out 1 week 5 weeks in a row.

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

They replaced my dented bumper in a week tops and I was told it could be as long as 2-3 weeks. Very quick and efficient. The only downfall was the wait to get in, but I know that's not their fault with all the hail damage from earlier this spring! Thanks for taking care of my Prius!

Customer Service - 5.0/5.0

Likely to Recommend - 3.5/5.0 -

Repair itself was fantastic which is the most important part; however, communication was less than ideal. I was not made aware of the repairs that were being completed until after they had already taken place and had to ask specifically.

Repair Quality - 5.0/5.0 -

All dents look proper and reinstallatiob look to be in order. No issues so far

Customer Service - 3.0/5.0 -

Was not provided clear follow up and requested to be contacted multiple times and never was contacted back. Had to keep calling in order to receive updates as Kelly seemed to be not easily accessible

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Great service in a timely Manner

Customer Service - 5.0/5.0

Likely to Recommend - 2.0/5.0

Repair Quality - 3.5/5.0 -

Quality good

Customer Service - 1.5/5.0 -

Would have not dropped car if knew there was backlog when we did. Had to rent car for over 40 days. Would have dropped later

Returned Clean