Anonymouse
It has been a horrible experience…
It has been a horrible experience dealing with Caliber Collision of Holly Springs. We took our car in on October 1st. The previous evening i had run over a median and popped my tire, and damaged the wheel. It was a heavy impact, huge jolt over an unusually divided median. On the morning we drove car into Caliber, October 1st, the infotainment screen began scrambling and no longer working. I called Catherine, our Progressive adjustor, and floated the idea of instead taking our new suv (purchased April 21, 2026) to the dealership. She assured me that Caliber will outsource anything they cant address and be absolutely able to deal with the tech. Everything began normally. The only weird part was nobody would send me an estimate and Catherine was incredibly inattentive to any questions asked. 1 week in we had an estimated completion date of October 23 and a fellow at Caliber named David on it for us. We trusted them and let them work even though nobody would tell us anything and the estimate amount, which was all i could see, changed 4 times. By week 2 i called to make sure Catherine at Progressive had, in fact, passed along the info about the infotainment center (as my claim had been entered and filed the night of the accident and i didnt know there was an issue yet so i wasn't able to write that). I called to ask this bc no one had sent me a written estimate yet. I didnt want to get the car back with something not addressed due to a miscommunication. David was on vacation and nothing was being done on our car, and nobody knew anything. They also knew nothing about the infotainment center and Catherine was silent, as usual. When David came back from vacation on week 3 he said the car is waiting for a part related to subframe, hope to be done on time. We are out of work for a month now and took out a loan to pay our deductible. We have utility disconnect notices. We wanted to be sure the part came in so called the next day to ask. David became hostile and said "nothing is gonna change day to day". Meanwhile we have a new liasion who came out of nowhere, related to Progressive, named Evan and i spoke to him about the display and my concerns on Catherine not telling anyone. Today we were supposed to pick up our vehicle 4pm. Nobody called us. We called them. Car is not ready. Maybe next week, they say. Then Evan called us. He is the only person acting normal. He says they cannot determine that the infotainment center is damaged from that accident bc "there are no lose wires showing damage". Yet they have not run any diagnostic reports which will tell them straight out when the errors began, time and date, and put that to rest. That is the proof they need, and it seems they are not knowledgeable enough to know that. You dont look for loose wires. You look at the tech. There was nothing wrong with our car prior to this. We discovered the Caliber Collision is nothing more than a warehouse, with no mechanics. They send the car out and bring people in and act as a middleman. This explains why they dont want to address the infotainment center, bc since my adjustor didnt tell them upfront they would have to have it looked at all over again. That is not our fault. We would have never taken our vehicle to a middleman in cahoots with our insurance agency in lieu of an actual mechanic. So we are going to have our car gone for 1 month, we have no way to get our kids around get groceries and have no income without a car, and then we are going to pay a deductible for a car that will not be repaired. That means we will have to go to the dealership next and have them repair it and deal with no car again, and deal with Progressive again bc the dealership will say it's not covered under warranty bc they can see it happened due to a heavy jolt. We do not recommend this business and hope to get a fixed car back, that is safe to drive and a pleasant experience picking it up. As for Progressive, we pay way too much monthly for all of this insanity and do not trust them anymore.