This was one of the most incompetent and frustrating service experiences I've ever had, and it…read morehappened before any work was even started.
I attempted to book an appointment online, but Caliber's website repeatedly showed no availability, with no alternative guidance. Since this location is directly across the street from Genesis of Alexandria, I physically drove my vehicle over to speak with them in person.
At the front desk, I was met by Lidia, who was immediately unhelpful and dismissive. She asked for my appointment time, and when I explained that their own website would not allow me to book one, she simply said I must have an appointment before dropping off a vehicle. When I said I was trying to make one, she then asked whether the repair was through insurance and which insurer. I told her State Farm.
She checked her computer and said there was no "assignment," and that State Farm had to assign the claim to Caliber before I could even make an appointment. Standing in Caliber's parking lot, I called State Farm and had them assign the claim in real time, which they confirmed was completed.
I went back inside. Lidia still claimed there was no assignment.
I called State Farm again, and they confirmed--again--that the assignment was active. At that point, I had the State Farm agent call Lidia directly while I stood in the lobby, still on hold. Only then did Lidia say she would have to "manually pull" the claim from State Farm, that she didn't know when she would get to it, and that in the meantime I was not allowed to leave my car on their lot.
This left me in an impossible position:
State Farm would not cover my rental unless the body shop process had started.
Caliber would not allow me to leave my vehicle.
I already had a rental car parked down the street.
I was told to remove my car from Caliber's property while they "figured it out."
The result:
I had to remove my car, return my rental to Enterprise, was denied a ride back, and had to pay for an Uber just to get back to my own vehicle.
At that point, I walked away from Caliber entirely.
This entire ordeal demonstrates gross process incompetence, lack of customer advocacy, and zero ownership. If a shop cannot handle intake, coordination, or basic insurer communication, there is no reason to trust them with a complex repair--especially on a modern, technology-heavy vehicle.
Caliber works closely with insurance companies, and it shows. Based on this experience, they are firmly within the insurer's sphere of influence, not the customer's. I would not trust this location--or any Caliber shop--to prioritize quality, thoroughness, or the vehicle owner's interests.
I contacted another body shop immediately afterward. They were accommodating, clear, and professional within minutes. I'll be taking my vehicle there instead.
I strongly recommend avoiding this Caliber location.
