Complaints

This profile includes complaints for Crash Champions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crash Champions, LLC

  601 Oakmont Ln Ste 400 Westmont, IL 60559-5570

  
• 

  Crash Champions Collision

  10 Beta Ct Ste 100 San Ramon, CA 94583-1202

• 

  Crash Champions Collision

  1001 Auto Center Dr Antioch, CA 94509

• 

  Crash Champion Collision

  10105 S 23rd St Bellevue, NE 68123-2439

• 

  Crash Champion Collision

  10130 Columbus Pike Lewis Center, OH 43035

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This initially started one year ago when my car was in wreck. Crash Champions is the ***** authorized repair group, so they had my car for the repairs. Initially, I was told all that was being done was air bag replacement, but was later told that they had to order a harness that was on back order and the entire car was taken apart. Since that time, my car has been back to Crash Champions no less than 5 times, and still the issues have not been resolved despite the car being in and out of Crash Champions for over six months and then shutting down completely while driving. The first time the car was returned to me, then entire center console of the less than three-year-old vehicle was not working. There was also an infestation of bugs. The car was taken back by Crash Champions, but returned without a working fuel gauge. The car went back for the faulty fuel gauge at least three more times until the entire fuel pump was replaced. When returned from the second or third trip to Crash Champions, the A/C would only produce heat. Now, less than 5 months after getting my vehicle returned, it turned off completely while driving. The car has literally been in and out of Crash Champions for a year to be fixed and continues to have issues.

  

  Business Response

  Date: 06/16/2025

  Hello Carly Bradley ,
  
  Thank you for bringing this matter to the attention of our team. We take feedback seriously and have engaged with the local leadership team, including the general manager of the repair center that you visited to gather more information.
  
  Here is what we have learned and the steps that our team is taking:
  
  We sincerely regret the ongoing
  frustrations Ms. Carly Bradley has experienced with the repairs to her vehicle
  and appreciate the opportunity to respond to her concerns.
  Ms. Bradley’s vehicle was brought to Crash
  Champions following a collision and as noted, was assigned to our location due
  to our Volvo certification. We acknowledge that the repair process has taken an
  extended period, which is understandably disappointing. This delay was
  primarily due to the complexity of the required repairs and the availability of
  OEM (Volvo) parts, including a specific harness that was on national backorder
  at the time.
  While our team made every effort to
  restore the vehicle to manufacturer specifications, we acknowledge that the
  vehicle was returned multiple times for follow-up concerns, including issues
  with the fuel gauge, air conditioning, and reported electrical problems. We
  recognize how disruptive this must have been and sincerely apologize for the
  inconvenience.
  In response to Ms. Bradley’s complaint, we
  have taken the following steps:
  Reopened the repair file for internal review.
  Assigned a senior technician and manager to evaluate
  all remaining concerns.
  Reached out to schedule a follow-up diagnostic to
  address any unresolved mechanical or electrical issues, at no additional
  cost to the customer.
  At Crash Champions, our goal is always to
  ensure customer safety and satisfaction. While this repair did not meet our
  service standards, we are committed to making things right for Ms. Bradley.
  We would like to invite Ms. Bradley to
  bring the vehicle in at her earliest convenience so we can conduct a thorough
  inspection and finalize any necessary repairs. A dedicated representative will
  reach out to her directly to coordinate a time that works best.
  We appreciate Ms. Bradley’s patience and
  again extend our apologies for the inconvenience caused.
  
  Sincerely,

  Deyanira Vega (General Manager)

  We understand that we missed the mark in delivering an exceptional experience. Thank you for taking the time to share your feedback. 

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please BEWARE when coming to this location!! I began bringing my vehicle here for repair a few years ago when ******* managed the shop and the service was stellar. I referred family and friends based on the amazing work received. The change is leadership has driven this place downhill fast. Most recently my vehicle was repaired in December 2024 and picked up in January 2025. My vehicle sat garaged as I purchased a new primary vehicle and only used on minimal weekends or driven for required maintenance at the dealer. With the work that was completed on the body of my car the bumper and headlights were disassembled, one day in March 2025 while driving my car down the highway I was flagged on the access road that my entire left headlight had flown out of it's assembly onto the highway, clearly indicating that the repair was not completed correctly. I called the shop and brought it in for warranty repair which they had my vehicle for 2 weeks and I picked it up thinking it was repaired, no documentation was provided for this warrant fix. I again garaged my vehicle and then drove it about a month and a half later in May 2025 on the highway for a few short miles and when I reached my destination it was to my shock the EXACT same headlight had flown out of the casing again! I called the shop and dropped of my vehicle on May *******. The shop kept my vehicle for over 1 month with no communication until I called on June ******* inquiring on a status update. At this time the shop tried to make allegations that I have damaged the vehicle thus causing the EXACT same headlight to come unattached from a bumper they repaired. Additionally, they allege they attempted to communicate with me on these findings which is a lie. I have text messages and phone records to confirm NO communication was made as well as photos to substantiate no damage to my vehicle other than the headlight they repaired wrong. I have had to now engage my insurance company for assistance.

  

  Business Response

  Date: 06/18/2025

  Per Director of operations, Mike Pitman: " I have spoken with Ms.
  Anderson and have a plan of action for corrective repairs.  She told me
  she was going to remove the BBB complaint once she has returned home.  " 

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23458182
  
  
  
  I am rejecting this response because:
  We are currently working through a solution, I will follow up at satisfactory completion.

   

  
  
  Sincerely,
  
  
  
  Monet Anderson

  

  Business Response

  Date: 06/25/2025

  Per Director of operations, Mike Pitman: The headlight was replaced as
  well as additional damages on the bumper cover were repaired and
  repainted.  Ms. Anderson picked up her car at the shop from our General
  Manager on 6/19 after a thorough quality inspection and test drive by the
  Director of Operations.   Post delivery follow up call (voicemail)
  was left on 6/20. 
  
  Thank you,
  

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally document my ongoing issues with my 2019 Chevrolet Malibu RS and the steps Ive taken regarding the substandard repairs performed by Crash Champions on my vehicle following an accident that occurred on September 29, 2023.After the initial repairs were completed at Crash Champions, I experienced multiple issues that I brought to the attention of Crash Champions in April 2025. Unfortunately, these concerns were either dismissed or deemed unrelated to the accident. I scheduled an inspection appointment at Crash Champions. During that visit, not every issue was addressed, and they attempted to shift blame onto me, alleging a second impact, and sent me away. Afterward, I spoke with ***** (Geico adjuster), who acknowledged the damage had existed prior and had never been addressedwhether from the original accident or otherwise. He suggested filing a second claim, which I declined as the damage is clearly part of the original claim. ***** reaffirmed that the issue was related to workmanship and advised that I allow Crash Champions to complete the rework.I informed ***** of these findings, and he assured me that Crash Champions would accept responsibility. I followed up with ***** (crash champions store manager) who scheduled a site visit with a regional manager, *****, and himself to review *****************'s findings. On the day of the appointment 05/19/25, neither ***** nor ***** showed up. Instead, **** *****, an in-house trainer from Crash Champions, arrived. He reviewed the report with ***** from ***************** and agreed the improper repairs had rendered my vehicle a total loss. However, **** stated he lacked the authority to escalate the ******** this point, no one from Crash Champions or Geico has provided a meaningful or safe resolution. Instead, Crash Champions insists the car is repairable and want me to take the car back to them. Simply offering to rework the vehicle after this level of mismanagement and risk is unacceptable.

  

  Business Response

  Date: 06/09/2025

  Good afternoon! Yes, we are aware of this customers concerns. However, the customer refuses to believe that his vehicle was in another accident or possibly a 3rd one as well. The facts of loss on the original claim clearly state that he rear ended another vehicle. The initial photos of that claim are 100% consistent with that. The vehicle was damaged on the left front/upper body. The customer is complaining that hes having issues with his ABS system and thats due to a damaged wire harness. His vehicle didnt have this damage when it came into our facility, and it wasnt there when it left our facility. We performed a health check pre scan on the vehicle prior to do any work on the vehicle and there were no fault codes for those modules/sensors. When the vehicle was completed,we had a sublet company come out and diagnose the ** fan not working. That was due to a blown fuse. If there were any issues with any modules/sensors, it would have been noticed at this time. However, there was nothing that came ***** would be physically impossible for the vehicle to leave with a ripped wire harness and it not be noticed. The vehicle would have a lot of fault codes and there would be warning lights on the instrument cluster.
  
  **** ****, our master technician field trainer, went to look at the vehicle at *****************. He said the vehicle has new/fresh damage to the undercarriage, lower frame rail from the underside, a heat shield is torn, and the wire harness is ripped off.All of this is consistent with running over something. He said that there was shiny bare metal showing and that is another sign that this is fresh damage. If it was from the initial loss from September of 2023 this metal would have formed rust. The customer is also trying to state that **** **** told him his vehicle should be a total loss. That is 100% not true. **** said he had no such discussion with him or with *****************. He knows its not his decision to make and he also knows better than to have a discussion like that with someone. He has nearly 40 years of experience in this field and knows very well how things like this work.
  
  ***** ******* did have discussions with the customer about a workmanship issue that is related to the work we performed and has offered to correct it as a warranty. We already have the part to complete that warranty work. The customer was to finish whatever he was doing with these other damages at the other shop and then bring the vehicle back to us to complete this. However, none of this is related to the new damages that the customer and other repair facility is claiming.
  
  Geico has also gone to look at the vehicle and they made it very clear to the customer that these complaints/damages are not related to the initial claim or our workmanship and if he wanted them repaired, hed have to file another claim. Per Geico, the customer refused to give information to them regarding another claim from a different insurance carrier.
  
  At this time, Crash Champions stance is that we are not taking responsibility for anything other than the re-repairing of the radiator support. Everything else is fresh damage and 100% unrelated to the original claim and/or our workmanship.
  
  Thanks,
  
  **** ******
  Director of Operations
  Crash Champions

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23432897
  
  I am rejecting this response because:

  I did not refuse to return the vehicle for inspection or repairsin fact, I initially complied and brought the vehicle back to Crash Champions. However, when I did so, Crash Champions began falsely accusing me of being involved in a second accident that never occurred.
  The issue lies with the original repair. The wiring harness is deteriorating due to premature rust at the site of poor welding. This area was never properly sealed, shielded, or inspected post-repair, and it was never billed to the insurance company, indicating it was not done in accordance with approved procedures. Please refer to pictures as evidence of this failure.
  I personally spoke with **** ****, who stated that the vehicle should have been deemed a total loss. While he clarified he didnt have the final authority to make that decision, it was based on this conversation that I formed my understanding of the vehicles condition.
  Regarding the additional damage, both **** **** and ***** Vazquez from Geico confirmed it was missed damage from the original accident, not from a new one. ***** ******* specifically verified there had been no subsequent claim or incident that would explain this damage. Despite this, Crash Champions failed to notify me or address it appropriately until this dispute arose.
  Mr. ******* even advised me to file a new claim, noting that Crash Champions were not being truthful about their negligence and had potentially committed fraud by billing for repairs that were not performedsuch as the core support, a vital structural component. **** **** also acknowledged this concern.
  As for the corrosion and structural integrity of the vehicle, pictures attached clearly show weld failure, rust developing around the frame rail, and corrosion on the harness. These are clear signs of negligent repair and failure to ensure the safety and roadworthiness of the vehicle.
  Crash Champions not only performed substandard repairs but also put an unsafe vehicle back on the road. Their recent response contains multiple false statements, including claims that Geico reinspected the vehiclethis never occurred.
  I have incurred significant storage fees not because the car was involved in another accident, but because it is not safe to drive due to the inadequate and incomplete repairs by Crash Champions. Their conduct has been negligent and misleading throughout this process.
  Given these facts, I expected a far more responsible and honest response from their Director of Operations. Unfortunately, their continued denials and misrepresentations only reinforce their unwillingness to accept accountability for their actions.

  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/12/2025

  Dear ****** *****,
  Thank you for reaching out and sharing your concerns. Ive personally reviewed your file, including our repair documentation and the recent history of your vehicle.
  After further investigation, we reviewed the Carfax report using your vehicles VIN and found that it was involved in another collision on 4/4/25 . Based on this information and the condition of the current damage, it appears that there may be prior or unrelated damage not previously disclosed to our team.
  We strive to be fully transparent and fair in our assessments and repairs, and we rely on open communication from all parties to deliver the best service possible. At this point, it appears that the damages now being raised may not be related to the repair work we performed.
  That said, we want to ensure all your concerns are addressed. If you'd like to bring the vehicle in for a further inspection,were happy to schedule a time to review everything together and clarify any outstanding questions.
  Please let me know how you'd like to proceed.

  
  Sincerely,
  ***** *******

  
  

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23432897
  
  I am rejecting this response because:

  Dear ******,
  The accident you are referring to is unrelated to the concerns Ive raised. As shown in the attached photo, that incident involved damage to the doorcompletely separate from the previous repairs performed by your shop.
  My concerns remain unresolved. Crash Champions continues to neglect the issue of improper repairs and potential insurance fraud. Specifically, a core support was billed to my insurance but was never actually replaced, and the wiring harness was damaged due to poor welding performed by your technicians.
  I respectfully request that these issues be thoroughly addressed and resolved. Please let me know how you intend to proceed.

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/18/2025

  Per **** ******, Chief Legal Officer: " We stand by the facts weve uncovered. The facts tell us theres a lot more going on here and we dont owe the claimed amounts." 

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23432897
  
  I am rejecting this response because:
  

  Crash Champions continues to avoid accountability by making generalized claims rather than addressing the specific structural failures and improper repairs that have been fully documented. This type of vague denial without technical findings, repair records, or counter-inspections is not a valid resolution, especially when their own representative already admitted fault.
  
  
  I respectfully request that Crash Champions:
  
  
  Formally acknowledge responsibility for the unsafe and incomplete repairs.

  
  Reimburse me for the value of the vehicle and associated costs, including storage fees.

  
  Cease attempts to blame unrelated events without providing evidence.
  
  
  
  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dropped off a vehicle to get fixed by insurance claim. However after the insurance start playing their usual game the receptionist called to collect 2600 storage that was never disclosed until insurance sort things out. I placed a review on ****** , management placed a comment to reach out via email, never responded and the vehicle is hostage at this point while Uber insurance, driver insurance and my insurance are arguing the coverage. Need the vehicle released while they sort things out so they can start the fix whenever the liability is defined.

  

  Business Response

  Date: 05/12/2025

  Per General Manager, ********* ******: "I have responded about this customer twice to the customer care line. I explained the situation Due to the customer not having insurance and the insurance involved denying his claim, there is nothing the shop can do for him.
  
  The customer is asking us to hold the car as long as it takes or insurance to approve his claim. This is not reasonable considering he has already had h is claim denied.
  
  Right now, his car has been sitting here for over a month (4/1/2025) with no insurance and the car most likely will not be repairable.
  
  At this time, we just need him to get his car off Crash property.
  
  He did come to the shop  about 2 1/2 weeks ago and this was all explained to him at that time." 

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint on May 8, 2025. I dropped my vehicle off at Crash Champions on March 27, 2025. I received a call within the first few days that parts were being ordered and that the estimated time for repair would be 2-3 weeks. The online tracker for my vehicle repair gave an estimated completion date of April 25, 2025. A few days before the estimated completion date, I called Crash Champions and was informed that my vehicle was not yet completed, so I extended the duration of my rental car. I have been calling Crash Champions twice a week since then requesting an update on the status of my vehicle, and I have either been told that someone will call me back with an update (which has not happened) or that the vehicle was still being worked on and there was no new estimated completion date. My most recent call to this business was on May 5, 2025, in which I was informed that the final part for my vehicle had arrived on April 21, 2025, but that the repair had not yet been completed and that it would still be at least another week until the repair is completed. I informed the service advisor that I was losing my patience with this situation and that because of the business's inability to complete this repair in a timely fashion, I am now paying $400 per week out of pocket for my rental car because my insurance only covers the rental car for the first 30 days. I was given a halfhearted apology which meant nothing because it doesn't fix the fact that my car has been in the shop for 6 weeks now for a repair that was estimated to take 2-3 weeks and I am now on my third week of paying for my rental car out of pocket. I am requesting the business to expedite the repair on my vehicle and to reimburse me for the entire out of pocket amount that I have paid for my rental car due to this business's negligence and inability to complete my vehicle's repair in a timely manner.

  

  Business Response

  Date: 05/29/2025

  Per General Manager ***** ******** " I want to provide some context and clarification around ******** Wrhels complaint regarding the repairs to her ***** Trailblazer.
  
  Key timeline highlights:
  
  Vehicle drop off: March 27th,2025
  
  Parts ordered: March 28th, 2025
  
  Initial estimate estimated completion date :  April 25th, 2025 (ECD set on March 28th,2025)
  
  First Part received- April 1st,2025
  
  Last (Structural) part received April 22nd, 2025 (Invoice & photo of part attached)
  
  Vehicle complete and ready for pick up May 15th, 2025
  
  Vehicle Delivered May 16th,2025
  
  Throughout the process, we were transparent with ******** about the status of her vehicle and the delays associated with the structural part being on back order. While there was no explicit documentation in the communication notes stating that repairs would take 2-3 weeks once all parts were received we did provide an ECD (Estimated Completion Date) for April 25th , 2025 - Roughly a month after intake. We ultimately completed the work within that timeframe, finishing repairs in approximately 3 weeks once all parts have arrived.
  
  We understand Michelles frustration and are sympathetic to the inconvenience she experienced,especially around the extended rental car costs. However,  the core delay was due to the inner quarter panel not arriving until April 22nd,2025 something beyond our direct control. "

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23303999
  
  I am rejecting this response because:

  This business was not at all transparent about the status of my repair. I was never informed that any of the parts for my repair were on back order. My vehicle was still driveable at the time that I dropped it off for repair. If I had known that the part was on backorder, I would have requested to have my vehicle back to use in the meantime, and save the rental car for the time when the repairs were actually happening. I called multiple times requesting an update on the status of my vehicle and was either told that someone would call me back (which never happened) or I was lied to and told that I had been called the day before and a message was left with an update, which also never occurred. Additionally, I have attached screenshots of the vehicle repair status from May 12, 2025, which still lists the repair completion date as April 25, 2025, which further demonstrates that I was not kept informed about when my repair would be complete. My final call to this business was on May 5, 2025, in which I was informed that the final part had arrived on April 21, 2025, but no work had yet been done on my vehicle. I asked the person on the phone why my vehicle had been sitting idle for two weeks after the part arrived and no one had started working on it yet, and he was unable to provide an answer other than "sorry". "Sorry" does not pay my > $ ***** rental car bill that could have been avoided if I had been told the part was on backorder, because I would have requested my vehicle back to use until all parts had arrived. Additionally, if the repair had been started on April 21 when the final part came in instead of waiting until at least my call on May 5, I could have saved two weeks worth of rental car charges but I was told the car sat and nothing had been done to it between the time that the part arrived on April 21 and the time that I called on May 5. Whoever is providing the information in this business's response to my complaint is doing so in an attempt to cover their own **** and avoid taking accountability for the fact that my car sat for at least two weeks when all parts had been received before any work was done.

  
  Sincerely,

  ******** *****

  

  Business Response

  Date: 06/09/2025

  Per ***** ********, General Manager: "Hi Team,
  
  I want to reaffirm our position regarding ******** Wrhels recent complaint and reiterate the facts weve already presented, supported by the timeline and documentation provided.
  
  As previously stated, the vehicle was dropped off on March 27th,2025, and parts were ordered immediately the following day. The initial ECD,April 25th, 2025, was based on standard industry expectations and clearly communicated. The final structural componenta critical inner quarter panelwas not received until April 22nd, significantly impacting our ability to proceed with repairs. Despite that delay, our team completed the work within 3 weeks of receiving the final part, completing the repair on May 15th & delivering the vehicle on May 16th, 2025
  
  We were transparent throughout the process, and while there may not have been an exact note stating repairs will begin once all parts are received, it is standard in collision repair that structural repairs cannot begin until all related components are available. This is especially true when structural integrity and safety are involved.
  
  We empathize with Michelles situation and understand the frustration related to the extended timeline and rental expenses. However, the core issue- a delayed back ordered part- that was entirely beyond our control,and we responded as quickly and efficiently as possible once it arrived.
  
  All documentation, including order dates, invoice records, and photo evidence of the part received, supports the integrity of our repair process and the accuracy of our timeline.
  
  Please let me know if further clarification or supporting documents are needed.
  
  Thank you,
  ***** ******** " 

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/2/24, I took my 2020 ***** RX350L to Crash Champions in *********, ** to have the front bumper repaired. I specifically asked if they were skilled in repairing ***** vehicles. I was told they repair ***** vehicles all the time. Clearly that was not true.Since the initial repair, I have taken my vehicle back to that location three times because either parts were missing or damaged. At this point, I am requesting that my vehicle be repaired at an authorized ***** repair center. Pics of the most recent issues on the driver side are attached in addition to the right side of the bumper loosening over time.I have attached all documentation including my lifetime warranty. I wholeheartedly regret that I used this company to repair my vehicle and would advise anyone with a nice vehicle to stay away from Crash Champions.

  

  Business Response

  Date: 05/07/2025

  Hello ******* *******,
  
  Thank you for bringing this matter to the attention of our team. We take feedback seriously and have engaged with the local leadership team, including the general manager of the repair center that you visited to gather more information.
  
  Here is what we have learned and the steps that our team is taking:
  
  Per ******* Childress, the General Manager: "The customer returned in December, shortly after the initial repairs, with concerns about a gap between the wheel flare and the fender. Upon review, we confirmed through pre-repair photos that the gap was present at the time of drop-off. Nonetheless, we replaced the molding as a courtesy. Additionally, we resolved a missing clip from the fender liner. It is important to note that the photos the customer provided relate to the opposite side of the vehicle, which was not part of the claim."
  
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback.
  
  Thank you, 

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23286902
  
  I am rejecting this response because:
  The response is an outright lie. The parts on the  left passenger and right driver sides had to be removed in order to repair and paint the from bumper. This point is supported by the work orders. So, that contradicts your statement that nothing was done to the left driver side. The bumper was not assembled correctly.
  

  The part in the photos is the guard that is located under the bumper near the tire, so that part is incapable of being stretched out. You can clearly see that a s**** is missing on the front end, which is why it moves.
  

  The right passenger side is not tight and is loosening day by day.  Your response did not address the loosening bumper on the right passenger side.
  

  Please address both issues as you have tried to divert attention from what I have specifically stated in my complaint.

  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/12/2025

  Per ***** *******, Director of Operations: "******* and I met with customer on Thursday. We ordered the part in question and ******* should be reaching out to her today to install and adjust fender liner on other side. " 

  Customer Answer

  Date: 05/19/2025

   
  Better Business Bureau:
  
  Repairs made at the Crash Champions Mt. Moriah location and appear to be correct.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off my vehicle with Estimator ***** ****** on 12/3/24. My collision was on the passenger side. ***** said there was nothing she could do about the damage to my passenger rims, claiming it was curb rash. She left & returned with a rag & window cleaner & began to remove the paint transfer. On 12/16, the repairs were completed and I picked up my vehicle. It was obvious that there was still physical damage to the outer edges of my passenger rims. State Farm said I could have both my passenger rims reconditioned, I spoke to ***** & she said that State Farm claimed they would not cover my rear passenger rim because there was damage from a previous incident that could be related to this damage. Understandable, but my rims had paint consistent with the vehicle collision, which was gone because they had already tampered with it. I returned to Crash Champion after ***** offered a reconditioning to the front rim and alignment for all wheels. She had now acknowledged that the damage was related to this incident, meaning she was dishonest to me at first. State Farm no longer claimed the damage to my rear rim, having no way of relating it to my collision. After speaking with State Farm, they said that Crash Champions had actually disputed this to them, ***** was being dishonest. The damage towards the front of the quarter panel related to this collision was ignored. I also noticed my passenger window tint was yellow and ***** tried convincing me that my window was in this condition when I dropped it off. On 4/18/25 I called Crash Champion to report that my mud flap was missing screws because it was installed incorrectly, the fender replaced was warped, my pass window is creaking, and my pass door no longer opens from outside. I recently had my windshield replaced and the tech noted that my cowling was cracked and glue to the windshield. Was told a manager would contact me on 4/21 and have not heard from them. Looking to get all repairs completed and in good condition.

  

  Business Response

  Date: 04/28/2025

  Per General Manager, *** *******: " The customer will be coming in 5/1 between *********** to review with me the issues he has."

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got into an accident and was not at fault, Geico sent me to Crash Champions to fix the damage which was a dent picture provided. My car was in perfect working condition and no lights on the dashboard. The body shop decided they needed to change my back light without authorization. When I came to pick up my car the *** light along with another light was on the dashboard, my back light weren't working, and I could not shift my transmission out of parking. The body shop is claiming I said the light was part of the accident and that my problems come from after market fog lights that were installed years ago. Both the body shop and ***** will not take responsibility for the damages they did to my car.

  

  Business Response

  Date: 04/28/2025

  Per General Manager, ***** *******: "Good afternoon all,
  
  I have attached some documents regarding this repair. The customer brought her 2014 ****** Maxima to our shop on Saturday 4/5/2025 and reviewed her car with our staff and went over the damages. Customer stated at that time the taillight was part of the loss and wanted to make sure it was added to the repairs. We sent the information up to ***** for approval and they approved the repairs with the taillight included. Once the repairs were completed, we post scanned the vehicle to find out that the taillights were not working and there was a short in the sensor behind the brake. We had ATE look into the issue and found that the vehicle had faulty wiring done from the engine compartment fuse box to the cab fuse box compartment. See photos attached.  After speaking with Geico they approved for the vehicle to be taken to ******* ****** to be diagnosed and confirm that the repairs and accident were not the fault of the issue. I have attached the findings from ******* ****** that confirmed the faulty wiring on the vehicle was the cause of the short to ground issue which was not caused by the accident or the shop.
  
  If you have any further questions please do not hesitate to contact myself or *****.
  
  Thank you."

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23237520
  
  I am rejecting this response because:

  I attached a picture of the damage to my car and The shop is lying about the tail light. I never said that it was part of the accident and that is evident in my picture. I was on a recorded line with Geico when the damages were reported and the light was never mentioned. When I took my car to a mechanic they said the opposite of what their ****** dealer said. They looked that the fog lights they blamed the issue on and said it had nothing to do with what was going on. They took apart the light that Crash Champions installed and found multiple cables cut which caused all the issues to my car. If my car was in perfect working condition when it was dropped off and it got messed up under their care, its obvious that they did something wrong. As a matter a fact when they dropped off my car at the ****** dealer I spoke to the manager of their shop and he stated that there was no way they will be able to determine what caused the issue but they can determine what was wrong. Then the following week they wrote a note saying it was my fog lights. The fog lights had nothing to do with the issues they caused they just used it as an excuse to not take responsibility. I seeked advice from 3 different mechanics that specialize in electrical work and they all said the same thing... if it would have been the fog lights my car would have had those issues prior to me leaving it at the body shop. This shop is shady for adding a light that had nothing to do with my accident, cutting cables they didnt have to cut during the installation of the light, and then blaming me for the damage they caused and defending it. I should have been allowed to pick where my car was taken to instead they picked a dealer of their choice. 

  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 05/01/2025

  Per ***** ******, Director of Operations: "Good afternoon,
  
  I spoke with GEICO supervisor (***** *.). He said that they support decision to replace the ** taillamp as it was in impact. Also said he was familiar with the file and acknowledged having authorized us to have ****** diagnose the fault.
  
  Since ****** indicated that the fault was unrelated to the loss or repairs completed by Crash Champions,his only suggestion would be to ask customer to take the vehicle to location of choice for a second opinion. If they can determine that the fault is a result of the loss or work rendered, they can reach out to us or GEICO for further consideration.
  
  Best," 

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23237520
  
  I am rejecting this response because:

  My car was taken to a mechanic which determined that the damage to my car was caused by the improper installation of the back light because cables were cut that did not need to be cut. The repairs have been made and I should be reimbursed because this was not caused by what Crash Champions nor ****** stated. 

  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my car off April 2025 to have the front bumper repaired after it was hit, there were visible scratches, the license plate holder was broken, and the bumper was off the brackets on both sides. They replaced the lower bumper and grill with recycle parts and OEM parts. The top bumper they buffed, sanded, and repainted. After going to pick up my car on 3/18 I noticed spots on my bumper that were not there when I did the initial walk through with the advisor. We marked any damages on my car that were not from the accident around the whole car. I asked the advisor to come out and look at it as I was not satisfied with these two noticeable spots. They begin to tell me they are "rock chips" and that it was not part of the impact from the accident so they did not fix it. I informed them that those are not rock chips, they were not previously there or noticed and when they prepared the bumper to paint it they should have been sanded out. They stated that they only sanded one part of the bumper and not the other, they advised me since they only worked on one side they do not sand the other side all the way down to the coat and paint it the same way. I have had no luck with resolving this as they are telling my insurance company that there is "rock chips" and that I need to file a new claim to get this section of the bumper repaired. The insurance company has already pre-paid them and now I owe a $250 deductible but my bumper is not fixed as there are scratches from the sanding and these areas that were not properly sanded since "they did not happen from the accident". I have had no luck with resolving this as Crash Champions advisors ********************* continue to claim the area is from "rock chips" and that the pain job will not be fixed unless I pay out of pocket or get my insurance to approve.

  

  Business Response

  Date: 05/01/2025

  Per *** *****, General Manager: " I had called and spoke to the guest, and she did agree with me that we had painted over the rock chips in her front bumper. She was upset that we did not give her the opportunity to pay for the additional repairs while we were painting the bumper. i did agree to fix them and repaint the bumper for a courtesy and she was very happy for that. She picked the vehicle up on 4/24/25 and could not have more pleased with the finish product." 

• Initial Complaint

  Date:04/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car in to get fixed. The pictures I am sending are of AFTER the repair. The repair job is absolutely horrible! I want it fixed right and made a priority because I will once again be without a car. I also want the $500 refunded.

  

  Business Response

  Date: 04/28/2025

  Per General Manager, **** **********: "Good Afternoon, 
  
   I have spoken with KJ about the incident this morning. She did call very upset, cussing Kj and demanding her deductible back. ** responded, " That she wasn't going to continue to cuss and be disrespectful." She continued and he told her to have a good day and hung the phone up. He was on the phone next to our CSR and she confirmed that is what was said. The Customer stated that she will be here tomorrow and we will be repairing her vehicle and refunding her deductible . I will keep everyone updated on this situation and hope to come up with a peaceful resolution. 
    I will try and reach out to the customer as well on this matter and see what I can do to try to help this situation as well.
  
  Also, 
   Earlier today I tried to reach out to Ms. ******* and left a message and have not heard back as of yet. After reviewing the photos of the damage to the vehicle, We repaired the bumper only and replaced the front grills only . There was no damage to the headlamp. We did notice that the vehicle had been repaired on the left side before as the front fender had some damage unrelated to the current accident. I will also provide some pictures of the vehicle before we repaired it in the attachments part of this email. I am all for trying to help her out and get the vehicle repaired to her satisfaction but also feel she has to give us the chance to do so. Ms. ********* son just picked up the vehicle Saturday 04/19/2025 and we were closed Sunday. We really hope that she will let us try to remedy this issue. 
  
   If there is anything else I can be assistance with Please let me know. Thank you: