DH
Dana Hubbard
Aug 5, 2026
I really wanted this experience to end differently because my experience started off on a positive note.
Janelle, the shop manager, was professional, responsive, and understanding throughout the repair process. She communicated well, listened to my concerns, and even worked with third-party vendors to address questions while my vehicle was being repaired. I truly appreciated her customer service during that stage.
Within 24 hours of receiving my 2017 GMC Acadia, I knew something didn't feel right. I immediately contacted Gerber and reported my concerns, expecting the same level of communication I had received before. Although there were some initial conversations, my calls and messages eventually went unanswered after expressing my continued concerns for my truck.
Because I still believed something was wrong, I took my vehicle to Koons Clarksville Chevrolet GMC for an independent inspection. During their inspection, the dealership identified several concerns, including that the passenger front axle shaft required replacement, along with other recommended repairs.
After learning of these findings, I left additional messages for Janelle hoping we could discuss the dealership's concerns and determine whether they were related to the collision repairs.
Unfortunately, I never received a response.
I understand that a 2017 vehicle will require routine maintenance due to age and normal wear. My concern is not about ordinary maintenance, it's about ensuring that collision-related repairs were completed properly and that customer concerns are taken seriously when reported immediately after the vehicle is returned.
I appreciated Janelle's professionalism at the beginning of the process, which is why it's disappointing that communication stopped when I needed assistance the most. Standing behind your work and responding to customers after delivery is just as important as the repair itself. I hope Gerber improves its post-repair customer service and follow-up for future customers.