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Gerald Collision Center

Average Score
Overall Rating 4.4/5Overall Rating 4.4/5Overall Rating 4.4/5Overall Rating 4.4/5Overall Rating 4.4/5
4.4
(29 Reviews)
43
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Score Details

5 stars
68%
4 stars
18%
3 stars
3%
2 stars
3%
1 star
5%

Last 30 Day Trend

Active Business

ReScore Reviews™

ReScore
Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5
Original Review
Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5
0
Total ReScores™
-
ReScore™ Average
43
Net Promoter Score ®

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(630) 355-3900
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1210 E Ogden Ave Naperville, IL 60563-1604
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Gerald Collision Center's Reviews
Overall Rating 4.4/5Overall Rating 4.4/5Overall Rating 4.4/5Overall Rating 4.4/5Overall Rating 4.4/5
4.4
(29 Reviews)
Write a Review
Recent Reviews
DB
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Dan B.
SUBA Crosstrek Wilderness AWD
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
05/30/2025
verified customerVerified Customer
0
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!

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