Caliber Collision Repair Fiasco

This page is currently for Caliber Executives.
The plan is to make this public based on the outcome our discussion

Reopened Allstate Claim (0769431347)  to redo the repairs done by
Caliber Collision
Caliber.com
RO 4200002661
Charles Anderson GM
392 Naugatuck Ave
Milford, CT 06460

Caliber Collision and Allstate: My Car Repair Nightmare

On 9/19/2024, I damaged my car after backing into a rock wall.
Allstate recommended Caliber Collision for the repairs, and this is where things went wrong.

Timeline of Events: 149 days since the car went to Caliber

  • 9/24/2024: Allstate suggested Caliber Collision to fix my car.
  • 10/25/2024: I picked up my car from being repaired, but the job was botched.
  • 10/31/2024 & 11/1/2024: Follow-up appointments failed to fix the issues.
  • 11/2/2024: Started the process to reopen the Allstate claim to repair my car.
    I asked for a trusted body shop in another state to take over the repairs.
  • 11/25/2024: I took the car to North State Custom for an initial consult.
    They needed me to come back whan an Allstate adjuster could be present.
  • 12/9/2024 – 12/12/2024:  Brought the car back to be inspected by the Northstate Custom and the local Allstate Adjuster.
    The  shop discovered additional damage caused by Caliber Collision after taking the rear end apart.
    They submitted the info to Allstate for approval
  • 12/16/2024: Allstate agreed to proceed with the repairs, with the new shop and Allstate will bill Caliber Collision for the damages.
  • 12/17/2024: Parts are on backorder.
  • 1/24/25 Parts are now at  NSC
  • 2/20/25 Picked up car from NSC

Total costs

Caliber $7000, paid by Allstate

Allstate charged Caliber the redo $17000

car rental for 2 month $3000

Total $27000.

9/19/2024

I accidentally backed my 2021 Volvo S60 into a stone wall, damaging the rear quarter panel on the passenger side.

9/24/2024

Filed a claim and took my car to Caliber Collision in Milford, CT for repairs.

10/25/2024

Picked up my car after 1 month. Upon inspection, I noted several issues:

  • Poor fit and unfinished repairs in the rear/trunk area.
  • Damage to the rubber seal on the passenger-side rear window.
  • Two dents in the roof.

The general manager was unavailable, so I scheduled an appointment for the next day to discuss these concerns. I mentioned that the trunk seemed damaged from the original accident and hadn’t been repaired.

10/31/2024 – 11/1/2024

Dropped off the car for a follow-up appointment to fix the dents and address the rear window seal and trunk area concerns. Picked up the car the next day.

What was done:

  • Roof dents were repaired.
  • Rear window seal was replaced but not properly attached.
  • The trunk striker was adjusted, but the trunk still moved awkwardly, indicating damage from the accident wasn’t fully addressed.

I also pointed out continued misalignment in the rear, particularly the trunk and quarter panel. The outer quarter panel and wheel were repaired, but the misalignment caused by the impact wasn’t fixed.

11-2-2024 thru 11-8-2024

I reached out to Allstate to reopen the claim stating that the original repairs were sub par. I made an appointment with Northstate Custom in Bedford Hills NY to take my car in for and inspection and to redo the repair
I heard from the GHRN Admin from Allstate and we started the process of getting this approved

11/25/2024

I brought the car to Northstate Custom. After multiple inspections, three top technicians at Northstate Custom in Bedford Hills, NY, inspected the vehicle and confirmed misalignment from the rear corner impact.

Trunk/Quarter Panel Misalignment:

  • Quarter panel and trunk shifted about 1/8″ to the passenger side, causing misalignment.
  • The right side of the trunk sits higher than the quarter panel.
  • The rubber stop shifted 1/8″ due to the panel movement.
  • Trunk striker misaligned, requiring excessive force to close.
  • Replacement quarter panel dented in multiple spots.
  • Poor paint quality with orange peel and dirt in the paint.
  • VIN tag in the trunk painted over.
  • Questionable welding on the top passenger side, heavily bonded.

Rear Window Installation Issues:

  • The rear glass was not reinstalled properly after the quarter panel repair.
  • A new rubber seal was placed but not glued or sealed in place.
  • The rubber along the bottom of the window is visibly protruding and unsightly.Northstate Custom advised they cannot realign the quarter panel without damaging the existing work. Likely, the rear quarter panel will need to be removed and redone. Rear window removal is also necessary. They could not provide an estimate without dismantling the repairs.

12/9/2024

Northstate Custom has the car in for inspection with the local Allstate Adjuster

12/12/2024

Northstate Custom

An Allstate adjuster inspected the car for 2 hours. He agreed the repairs were poor and negotiated an estimate with NSC. Allstate will contact Caliber to cover the cost of redoing the repairs.
My contact at NSC found more questionable repair work.

12/13/2024

Northstate Custom discovered that Caliber broke the rear bumper during the initial repair, glued it together, and left missing tabs. (See photos.) The vehicle arrived at Caliber with an intact bumper and now requires a new one
Allstate is considering whether the car should be repaired or declared a total loss, given the repair quality and its impact on the vehicle’s value.

12/16/2024

After discussions about the car’s value and scarcity, Allstate approved the new repair.
Day 83.

12/17/2024

Northstate Custom
I was informed that the necessary parts from Volvo are unavailable with no ETA. I asked if the car could be reassembled in the meantime, but CC had glued the bumper on making it unsafe.

Day 84

12/23/2024

Northstate Custom
Parts are all on back order.
When I asked about putting the car back together, here was the response.

Technically it can but like I mentioned, the bumper that was glued, its in no condition to be put back on. Also, the hardware, like the clips are all broken. There are missing screws. The bracket that holds the bumper on is damaged. the interior trim and weatherstrips that are glued and double sided taped on, must be replaced. The plastic vent that is clipped on to the quarter panel is damaged.

I can put it back together, but I can’t guarantee the trunk wont fill up with water. I would not recommend it.  The last thing you want to do is create more damage.
Day 90

1/24/2024

Northstate Custom
Parts have been delivered to NSC

1/30/2024

Northstate Custom
I was sent image of the new quarter panel in place and informed:
The replacement by Caliber was ” Was installed in the wrong spot that’s why they had to move the light over . Once we removed the quarter , we were able to move the inner and re-install the quarter in the correct place.

I was informed that I am not the first vehicle from Caliber that they are redoing.

1/31/2024

Northstate Custom
I asked if anything else was found when they took the car apart.
NSC informed me that “We had to remove the seam sealer they used instead of using foam and the rubber undercoating they sprayed behind the panel instead of using the approved cavity wax. They also left a few areas of bare metal that we coated. The rear glass barely had enough adhesive to hold it in place

2/20/2024

Northstate Custom
Picked up correctly repaired car

Day 149 since the car first went to Caliber Collision

Closing the trunk

rubber seal on rear window

NWC was concerned about the lack of visiable welds and possible over Bondo

click images to enlarge

Initial hit was to the rear corner, pushing the quarter panel in and down 

Photo 3. You can clearly see the separation on the trunk post accident

Photo 4. After repairs. Note the gap height between the trunk and quarter panel as well as the inward angle. Also the separation of the trim in the trunk, and the striker placement. Minimum 1/8″ of movement

angles

bumper off to the side

striker hitting the left side

rubber seal on lower right rear window not sealed and just pulls out

you can see the dent in the lower edge of the quarter panel and the fact it is not aligned

painted over the VIN Tag

Bumper damage by Caliber Collision durning repair, It is glued together and tabs are missing