Caliber Collision Centers

To whom may it concern,

As a brand new customer to Calibar Collison no more than 2 weeks after my terrible car accident, I found out the devasting news that my SUV of 5 long years has been deemed a total loss. I have never had to deal with this type of process before but between my insurance company & John Poole of Cailbar Collisions, who was the point of contact, I trusted they made the right decision on my vehicle.

On September 15, 2023, at 430pm, I walked into Calibar Collisions, along with my two minor daughters, to retrieve the remaining items from my vehicle since it would be the last time I would interact with it. I spoke to the front desk clerk who was nice to call Dominique West to assist me with my items. When Dominique West came to the office to get the information on my vehicle, he started to walk right out the door and I stopped and asked him politely, “ Hey, I have a question, how would I receive my items? Are you driving it up? Or do we follow you?”

I only asked if he was driving up because the last time I saw my vehicle it was still drivable, I didn't know that missing pieces to the vehicle had already been taken apart. Mr. West then replied in an arrogant tone, “ I know how to do my job, & im going to get your items”. I immediately took a step back, because his response wasn't what I expected. Again, now I am completely confused and a bit irritated because I still do not understand how to get my items.

I stated, “ I was only asking a question and I do not understand your procedure, how are you getting my items? Will they be in bags?” again I was honestly just trying to figure out how to retrieve my items from my SUV. Mr. West not only continued to make it unclear as to how to retrieve my items, but he also began to act belligerent towards me, in front of my children. He began to yell at me and tell me how “difficult” I was as a customer because I was asking a question.

I felt attacked, I felt embarrassed, and then I also noticed in that office that NO ONE stood up for me as a customer. I had asked, “Where's the manager?” I turned to the first clerk, and she said “There's no manager” Then she proceeded to say in Mr. West’s defense, “It's Friday”. I replied, “So because it's Friday and all of you are ready to go home, still don't give any excuses as to how all of you are treating me right now and I don't care what day it is, this isn't right”.

I was baffled that not only were the two clerks in the front office standing there and allowing their co-worker to speak to me in such disgrace but now I find that there's NO manager on site to speak with.

There was also another older male co-worker in brown who worked there who was standing by the front door as he was watching the entire thing. My daughters also stood there and watched Mr. West speak so little to their mother. Mr. West even approached my two daughters to take his side in this argument and I had to jump in between Mr. West & my daughters and tell him to not speak to my daughters. He was totally getting out of line for this entire situation.

Also to mention, Mr. West yelled at me and said, you're on camera!” & I replied, “Well, I hope it had audio!”. One of the front clerks, then pulled Mr. West, to the back and he was still speaking about me loudly like I was nothing, not a customer, a mother, or even a person and all I could think of was “ all I asked was a question”.

Another male coworker then came into the office with a red shirt on, he said his name was Cion. He asked me, what the issue was and I explained it to him and he offered to help me. I wanted to burst into tears as I thought this was going to be an easy transition since I had already lost my car.

The worst part of all this was, that I asked Cion and the remaining staff that was in the lobby, “What was that man's name that argued with me?” I looked at the other front desk clerk, the man at the front door, and the other clerk who was walking back towards the lobby after speaking with Mr. West, and to my surprise, NO ONE wanted to give me his name….

I felt so hurt that they could actually watch this entire thing, and not step in neither assist me or stop this situation. Mr. West came out from the back and said this, “HA, as you see they won't even give you my name, but I'm gonna do one for you and give you my name. He proceeds to spell out his name to me letter by letter again in front of everyone.

I just walked away to follow Cion & I explained to him that if it was a white woman, then they would have never treated me in this manner. I was able to gather my items with my daughters and Cion helped me get my license plates off my vehicle.

I thanked him for that and left the grounds. I wanted to cry but even then I couldn't because I had my girls with me. I never complain or leave bad reviews, but this will be the time that I do. I am so upset that all I had to do was ask a question, just to be attacked for it and become a standing embarrassment, especially in front of my daughters.

I wish I had not argued back with Mr. West as that is not of my character, but he really pressed a lot of buttons and it triggered me because I have over 12 years of customer service experience in a variety of different avenues in my profession and I would have never spoke to or mistreated a valued customer in that manner. Moreover, to also see every other staff in that office, except for Cion, not to intervene, assist, or help, but instead to watch and be entertained is disgusting and outrageous.

All I wanted was to be treated in the way that I was supposed to be treated, with dignity and respect, as I was giving respect until felt attacked. I never led with aggression, only empathy and understanding, but as of that day, Cabliar Collisions & Donique West had no respect for me and my children.

I took the weekend to ease my emotions and reflect on this manner before I began to write this letter. I do not want another black woman to be mistreated in this manner ever again and to be respected and treated as a valued customer.