Business Profile

Auto Body Repair and Painting

Crash Champions, LLC

Complaints

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

Customer Complaints Summary

305 total complaints in the last 3 years.
141 complaints closed in the last 12 months.

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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:01/18/2024
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.
On 1/15/2024 autossey automotive replaced a cooling fan pulley bracket on my **** ****** 4unner. The bill for this service was $1064.81.That part was replaced by service king ********* on 9/30/21. Service KING ******* # ********* Service Kings work comes with a lifetime warranty on all repair work done at their location. This warranty is highlighted in several places on their ***************** I see no fine print that would void this warranty. The warranty reads as follows; I am quoting verbatim right from my receipt. Service king guarantees all work with a written, lifetime warranty. Any defect and workmanship or repairs stated on the repair ******* will be corrected, free of charge, during your ownership of the vehicle. Warranty is void if damage is caused by unreasonable, use, maintenance, or care of vehicle. None of these exclusions apply to **** contacted them on 1/18/24 and was told they would not honor this warranty as the part was LKQ which stand for like kind and quality. I feel they should honor their lifetime warranty and reimburse me my repair costs. The original pulley last more than 17 years and had ******* miles on it; and was only replaced when involved in a collision. Their replacement part (made in ***** and not a ****** part) lasted two years and approx. ****** miles and failed without any collision or misuse.
Business Response
Date: 02/07/2024
Per General Manager, ***********************: "This vehicle was done over two years ago, and I was not here. With that said customer called and wanted us to reimburse him back his money due the to he said he had to get his vehicle fix. Customer never once informed us of this problem since I was at this location in the past 4 months and were not even made aware of the problem until he called us asking for money. This is a wear item and it only has a warranty of 6 months ****** miles witch would put this out of the warranty parameters."
Customer Answer
Date: 02/08/2024

Complaint: 21165344

I am rejecting this response because: My vehicle broke down while driving and was pushed to the nearest repair shop. I contacted Service King immediately after I received an invoice for my repairs and realize that it was the same repair they performed. Ive attached my warranty documentation for your review where you can see the lifetime warranty information mentioned in two places. No place does it state six months. Who would define lifetime as six months. The part they use was a substandard Chinese replacement part and not an original equipment manufacturer part which would lasted many years like the original and not less than two years. My request for restitution remains the same.

Sincerely,

***************************
Business Response
Date: 07/16/2024
Per General Manager, ***********************: "this was repaired a couple of years ago I do not know much about this vehicle, however what the customer is complaining about is a wear item and not under warranty."
Customer Answer
Date: 07/17/2024

Complaint: 21165344

I am rejecting this response because:
All over my paperwork they boast about a lifetime warranty stating - Any defect and workmanship or repairs stated on the repair invoice will be corrected, free of charge, during your ownership of the vehicle. NO DISCLAIMERS OR FINE PRINT.
Cheap Chinese replacement part FAILED - OEM part would have lasted.
Sincerely,

***************************
Business Response
Date: 07/23/2024
Per General Manager, ***********************: "all I know is customer call asking for a check one day for the repairs he had got taken care of. we asked if he brought back to ** to take a look and he stated no!"
Customer Answer
Date: 07/25/2024

Complaint: 21165344

I am rejecting this response because:
My repair contain lifetime warranty stating - Any defect and workmanship or repairs stated on the repair invoice will be corrected, free of charge, during your ownership of the vehicle. No additional disclaimers or fine print. Replacement/repair hardly lasted compared to original part.

Sincerely,

***************************
Initial Complaint
Date:01/01/2024
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.
I took my vehicle to Crush Champion/************ located in ***********, ** ************** 12/18/2023. There was damage to the rear of my vehicle, due to a rear in collision. Crash King was recommended to me by my insurance carrier USAA. My vehicle was visually inspected once, but on this occasion the bumper and taillights would be disassembled to access any further damage. Crash Champion reports more damage and raised their repair estimate. USAA totaled my vehicle. I informed USAA I wanted to keep my vehicle due to it my engine and transmission are in great condition. USAA agreed that I could keep my vehicle. I informed Crash Champion I wanted to keep my vehicle, and when could they reassemble it. Crash Champion informed me they don't reassemble vehicle due to liability issues. I informed Crash Champion they didn't inform me of this so-called policy orally or in writing. I want my vehicle reassembled so I can drive it back and forth to work. Currently it is not street legal.
Business Response
Date: 01/02/2024
Per Director Of Operations, *************************: " Good afternoon. I have spoken to the customer and GM ************************** We will attempt to put the car back together. I explained to the customer the potential issues with putting the parts back on and that we would not provide a warranty on any part of it nor would we be charging for the reassembly.

Thanks"
Customer Answer
Date: 01/02/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:12/20/2023
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.
My vehicle was brought in September 28, 2023 picked up vehicle November 23, 2023 terrible paint job missing emblems City sticker missing total dissatisfactory of work and customer service overpriced for unsatisfactory work.
Business Response
Date: 01/08/2024
Per General Manager *************************** "My apologies for the late response. The customer came to pick up the vehicle & was missing her city sticker from the windshield being replaced. The glass guy that replaced the windshield and didnt put it back. I spoke to Allstate along with *************** and Allstate agreed to reimburse the customer. The quarter panel had little bit of a blemish which the shop buffed out, but customer needs to come back for getting emblems put on along with little more buffing for the quarter panel"
Customer Answer
Date: 01/09/2024

Complaint: 21036557

I am rejecting this response because: crash champion in ***** did a horrible job with my vehicle to have it for over two months. This is total unsatisfactory and if need be I will take this matter small claims court due to the fact, I brought my vehicle in a second time to have repairs repaired and they still were not done and didnt have the right parts. Please dont act like my time is not valuable.
Sincerely,

*************************
Business Response
Date: 01/22/2024
Per General Manager, ***************************: "My apologies for the late response. The customer came to pick up the vehicle & was missing her city sticker from the windshield being replaced. The glass guy that replaced the windshield and didnt put it back. I spoke to Allstate along with *************** and Allstate agreed to reimburse the customer. The quarter panel had little bit of a blemish which the shop buffed out, but customer needs to come back for getting emblems put on along with little more buffing for the quarter panel. "
Customer Answer
Date: 01/30/2024

Complaint: 21036557

I am rejecting this response because:
REJECT!!!!

This had been a total inconvenience!!! I am dissatisfied all together. Its February and this work is still not complete. My car was returned to me Nov.24th unfinished and missing items. Im tired of the back-and-forth. I have to takeoff work to make sure that my business is handled. Do I need to seek legal action is what Im going for next you got paid for a job thats not completed!

Sincerely,

*************************
Business Response
Date: 01/31/2024
Per General Manager, ***************************: "I reached out to *************** & she is coming back to the shop on Feb 5th @ 2pm to get her emblems & marker lamp put on. I wanted to wait after the snow due to her vehicle being rear wheel drive so she wasnt having an issue with coming back out to the shop. "
Customer Answer
Date: 01/31/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:12/16/2023
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.
I wish to file a complaint against Crash Champions, LLC - W. Division St. for their ongoing failure to repair my vehicle **** CMAX 2015, which has been in their possession since August 3rd, 2023 (134 days as of this writing). Despite repeated assurances and promised deadlines, there has been no progress in the repair work. This delay has not only caused significant inconvenience to my family and I but has also adversely affected my mental wellbeing. The shop's consistent pattern of providing false completion dates without any substantive explanation or visible work done on the vehicle demonstrates a lack of professionalism and disregard for customer service. Despite repeated attempts to communicate with the manager, I was informed he was unavailable due to being in meetings all day. My efforts to express my dissatisfaction through a formal letter were met with silence, as the shop failed to respond. This situation has compelled me to repeatedly initiate contact with the shop, both by phone and in person, to seek updates on my cars repair status, often feeling like I am begging for information. The shop has consistently demonstrated a lack of urgency and concern for completing the work in a timely manner. I have lost all trust in the shop and any new promised completion date is met with strong skepticism. Furthermore, my insurance company, Geico, has also been involved, contacting the shop only to receive false completion dates. It's noteworthy that ***** has already made a partial payment to the shop for the repair work. I am seeking the BBB's assistance in resolving this matter, as my efforts to communicate and resolve the issue directly with the shop have been unsuccessful. Here is info concerning my insurance claim: Company Name: GEICO **************** Claim Number: ********* **** 001 Loss Date: Friday, July 28, 2023 Policyholder: ***********************
Business Response
Date: 07/08/2024
response received- Per *************************, VP: " Car is a total loss and insurance company was reviewing the file. Not sure why this one came back to us as I already responded. Shop followed process and ultimately we have no control if totaled or not."
Initial Complaint
Date:12/09/2023
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 called corporate for the issue I had with my ****** rav4, 2021, with their shop in west *****, *****. The shop did not repair my car completely when they received the deductible from me and money from insurance. I called corporate and each time they told me we escalated this issue and someone would contact me. It has been ********************************** The shop itself also ignored me.
Business Response
Date: 12/20/2023
Per General Manager, *********************: " The car is at another shop and Progressive is also involved.The customer is not claiming damage to parts we replaced. We are working with Progressive to get this finalized.
Customer Answer
Date: 12/20/2023

Complaint: 20984457

I am rejecting this response because they received money from my insurance to fix the parts and they did not and I claim on that and they are refusing to pay the new shop for ****, it has been a week and two days since my car is with new shop. And progressive told me this morning ***** is not responding to him. Also ***** need to refund me for the plate replacement and flare and reservior and he did not give me any check. I am taking this case to the court if I do not hear they approve for the new amount they are required.

Sincerely,

******************
Business Response
Date: 12/26/2023
Per General ******, *********************: "The below statement is incorrect. Myself and Progressive went to the shop that her car is now at and went over the repair with the shop owner. Also the customer has never sent me the bill for her lic plate and the two parts she keeps mentioning are being put on by the other shop and we will be taking care of any charges with that shop. She just needs to get me the receipt from the *** and I will happy to reimburse her. I have spoken to Progressive on a daily basis about this. Also that shop that it is currently at has a very over inflated estimate to repair and myself and progressive have an agreed price with the shop to take care of it. "
Customer Answer
Date: 12/28/2023

Complaint: 20984457

I am rejecting this response because:
The new shop called me yesterday and told me they were suppose to receive parts from ***** in order to get the work done. Also , they just verbally agree upon that and do not send a single written statement that they would pay for it. I personally went to the crashChampions myself and ask ***** what is going on , he was so rude and told me that I need to leave his office because I have an attitude . I dropped off my car like 2 weeks ago with the new shop; crash champions refusing to get the job done. Also , I showed him that I sent him an email on december 18th to his email for the receipts and he confirmed that it is his email! But no response why he is claiming he did not get it , I attached the screenshot of the email. Anyways , I sent again and here is what happened :

I had to take a uber from my work place to DPS to change the plate and he started asking me where do you live ?
how did you take a uber from ********** to DPS ?
How did you commute to work ?
I had to answer him I live in ***** , where do I work and who gave me a ride to work !! I felt uncomfortable to share those information!!!!
Today again I talked to the corporate and they said as usual they are escalating this issue to higher manager and he is going to call me , This response is being told to me since beginning of this issue which is almost a month. No wonder why ***** behaving like this , when Corporate does not bother to give a call to customer the general manager of the shop behave like this ! I attach all the pictures for BBB and everyone who see this complaint that how they fix a car after 57 days and they never even apologize for what they have done wrong. Also , they keep ignoring me. Not even you receive a quality job from crash Champion but also they do not respect a customer. Please take a look at all the ****** reviews that this shop. All the recent reviews are negative.

Sincerely,

******************
Business Response
Date: 07/09/2024
response received- Per General Manager, *********************: "Customer took it upon herself to take the vehicle to another shop. ***************** with Progressive and I met with the shop owner at Texas Five Star Paint and body. The owner was *********. He provided us with and estimate for $3316.45. Most of the items were things that were not related to the collision. Progressive said they would pay for several of the unrelated items and we conceded the rest. The $3316.45 estimate was brought down to $905.99. The shop repaired the vehicle and customer picked up from there. This was ********. The matter is resolved for CC. If the customer has any other issues she will need to get with Texas Five Star. I have attached both estimates. The one the shop wrote and the one that Texas Five Star, Progressive, and Crash agreed to. It is listed under RO ********. "
Customer Answer
Date: 07/09/2024

Complaint: 20984457

I am rejecting this response because: I took my vehicle to another shop, and the General Manager of Crash Champion consistently delayed addressing the issues. Consequently, it took me an entire month to get my car back. Despite multiple follow-*** and putting pressure, the manager delayed his responsibilities. When the job was finally done, they failed to acknowledge the delays.
Moreover, the General Manager had agreed to reimburse me for all my Uber costs incurred due to the delay, but I never received the check.

Sincerely,

******************
Initial Complaint
Date:12/06/2023
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.
The complaint is about crash champion auto body and the specific shop doing business at 870 ********** in ******* *********** first brought my car in for an estimate per my insurance companys request. Crash Champions offered to do work and I accepted. They informed I could pick up the car and work was completed. When I went to pick up my car it was not ready and they said they would call me when parts came in. They further advised me I could drive the vehicle with missing lug nuts from the wheels. I googled missing lug nuts on tires and the articles that came up stated it is dangerous to drive a vehicle with missing lug nuts. I showed the manager the articles and explained that he is asking me to drive a car that is dangerous and hazardous to drive with missing lug nuts. I left without vehicle. They called me over a week later again asked me to get car and stated it was finished. I went to pick up and quickly realized that a part of the body work they did was flapping loosely. They brought it back in shop. 30 minutes later they brought car out and said it is all fixed. The agent then told me I have a sliced tire and I should replace it. I informed them that either it was result of accident or they sliced tire because the car had been in their care for many weeks and they never reported at any time the tire was sliced. They told me they would not discuss it and my tires are of the age I should consider replacing anyway. I called the crash champions office and they refused to discuss the matter. They were paid over $10,000 to repair my car, on two occasions said it was ready to pick it up and it was not ready either time. They never told me at any time other than the second time I went to pick it up that the tire was sliced.
Business Response
Date: 12/08/2023
Per General Manager *******************:
"Good Morning,

We are familiar with the customer in question. There are a few inconsistencies in the complaint issued by the customer. He mentions showing articles to the manager within his complaint which is inherently false as at no point did the general manager of this location meet with the customer.Additionally the customer states that lug nuts were missing, implying that multiple lug nuts were missing. The wheel lock on one wheel was broken in the process of repairs out of necessity for access to remove the wheel and send out for reconditioning. Permission from the customer was sought out and given prior to this action being taken. The insurance company was also notified this was the case and verbally confirmed that the vehicle would be deemed drivable with only one wheel lock missing. The customer has also not made attempts to contact the Crash Champions office to discuss the matter of the tire as is stated. As far as the damages to the specified tire that was slashed, the vehicle arrived with the air in the tire continuously decreasing. Customer had called on It is possible that this could be related to the claim in question but that is not our decision to make. Should the customer believe this to be the case then the most straightforward resolution would be for him to contact his insurance provider and request reimbursement from them for said tire as they have been provided with all the pictures related to the claim from when the vehicle arrived and are able to make a decision on the relation of this damaged tire to the claim in question. Based on his verbiage it appears he plans on getting the matter addressed elsewhere if he has not done so already.

In addition to the multiple inconsistencies in the customers complaint, the customer was also disrespectful towards the staff. On multiple occasions he shushed the staff, attempted to halt repairs on the entire vehicle midway through the process and verbally berated the *** for being unable to provide him with his desired answer. As a result of this behavior, the staff was not provided with an opportunity to attempt to address the customers concerns in a more straightforward manner.

Please feel free to follow up with any questions or concerns"
Initial Complaint
Date:11/27/2023
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.
6/2023 my car came in for scheduled repairs. Prior to bringing the vehicle in the shop confirmed parts were available and repairs would take a couple of weeks. I followed multiple times after the second week to get status and was either told it was delayed due to systems down or the car was in make ready. After multiple calls and excuses 5 weeks later) the shop advised the car was ready but one part was on back order to be in July/ August. The shop advised the week overages for rental would be paid, which was not. The molding was not properly fixed and hanging off the car and no one can tell me when the missing part will be fixed. And no one knows about the $170 rental overage will be reimbursed due to the shops delays.No one advised before bringing my car for repairs there was a delay in parts or I would not have allowed them to fix it.
Business Response
Date: 12/18/2023
Per General Manager, ***********************: "I spoke to her 2 weeks ago and informed that we have the part needed to complete the repair. Ill reach back out to her again today to remind her that the part is here.
Initial Complaint
Date:11/27/2023
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.
Got involved in an auto accident and took my truck to Crash Champions in ******** *****. I tried calling multiple times during the repair process and the person handling my claim would hardly ever get back to me. I got a call out of the blue one afternoon saying my truck was ready for pickup. I was in a rental vehicle and asked if they could send photos of the repairs so I could at least try and spot any issues before I dropped my rental off and would be without a vehicle if there was issues, of course that did not happen nor did I receive a response. I dropped the rental off and the rental company got me to Crash Champions 5 minutes before they closed. I went inside where I was handed paperwork to fill out and the guy drove my truck around gave me the keys and immediately walked inside with no vehicle look over. As soon as I got in my truck I knew something was wrong. Long story short I had 3 misfires with spark plugs only about a year old. There was water in my sparkplugs that crash champions refuses to take fault for when I did not have possession of my vehicle for a month and I have no water leaks. I also had front end parts that were damaged from the incident and my front end alignment was off that crash champions did not try and have fixed either. Then my headlight flew out down the highway which ended up breaking my passenger mirror. I got corporate involved to take a look at it and discuss the other issues as well, of course that was no help at all and the guy told me he wasn't going to fix or do anything because he did not believe anything I said. He finally agreed to pay for the headlight but told me I had to install it. this whole process has been nothing but a bunch of clowns doing c*** work and not taking fault for anything and making me have to pay and fix stuff that was crash champions negligence.
Business Response
Date: 12/04/2023
Per General Manager, ***********************: We repaired **************** 2006 F150 back in September. From the time the customer picked up hes had outlandish complaints about the vehicle not running correctly. We did a bumper replacement and a grille on this claim.Had the vehicle towed back to my lot to have a 3rd party company come and diagnoses the running rough issue and informed customer that if the diagnoses came back as not related then he would be responsible for the charges of the tow and the diagnoses. Customer agreed, once we got the diagnoses it was due to the coil packs needing to be replaced and was causing a misfire which is very common on that year model ***** Informed customer and he tried to blame the shop for leaving his hood open while on the lot and blamed us stating we got water in his engine. I verified with the tech and tech said **** was never left open while waiting for independent insurance or parts to arrive. As a good will for the customer, I told the customer I would pay for spark plugs if thats what it took to make him happy, but the customer declined in text messages back in forth that he wasnt looking for reimbursement for the spark plugs but for his time lost at work. At that point I decided to get my supervisor involved with his demands.

Then the customer had the truck for about a week and then claimed that one of his aftermarket headlamps flew out and hit his mirror causing more damages while he was driving down the road. I informed my supervisor of the situation who then met up with the customer to go over the previous work and new damages. Upon looking over the vehicle and how the headlamps are clamped into the core support there is no way possible that this headlamp would just fly out. We have offered to replace the one headlamp for the customer but judging by what we saw we dont owe for it. Customer is saying we didnt install the headlamp correctly which I checked when we had it towed in with the tech with me. In my 12 years of doing collision repair there is no possible way a headlamp would fly out while driving down the road.

Thanks,
Customer Answer
Date: 12/12/2023

Complaint: 20919308

I am rejecting this response because:
I do not accept that response. I did have water down in my spark plugs, wich was the parts I needed to replace (the spark plugs were replaced not to long ago) which also was not even the parts I was told to replace due to a misdiagnosis that they wanted me to pay for. Also I had no possession of my vehicle for about a month, this was in their hands, not mine. He claims he has never seen a headlight fly out of a vehicle also, he may not have seen alot of things, there is a first time for everything. The fact is, they removed my headlights and reinstalled them. They also didnt notice my front end alignment out of whack either, my driver side tire is visibly noticable that it is leaning really bad, and it wasnt that way before the wreck. Its just really upsetting that this is happened to me and they take no blame for it like mistakes dont happen and just pin it on me. I dont have the funds to repair my vehicle out of pocket due to accidents and company mishaps, but I put my trust in them and I am getting stuck with having to fix several issues from this whole thing. Attached photos show water in the spark plug hole, a brand new coil pack that got discolored from water down in the spark plugs, and a photo of my truck on the side of the road right after the headlight came out.
Sincerely,

*********************
Business Response
Date: 07/08/2024
response received- Per Director of Operations, *********************: "I met with ************ back in *************** ********************* denied the alignment. After looking at the car and talking to ************ I found no negligence on our part. As a good will gesture We offered to pay for spark plugs, which he denied. Also I did buy a new headlight for him and he installed it. I have not heard from him since that meeting in December."
Customer Answer
Date: 07/08/2024

Complaint: 20919308

I am rejecting this response because: The overall customer service was absolutely one of the worst I have ever experienced. I had loss time from, parts and labor on fixing my truck. Yes they did offer to pay for spark plugs but I replied with "$3.00 spark plugs was not what I was concerned about, it was the loss time from work and me having to work on my own vehicle." Yes ***** did buy a headlight but he was being a complete A hole about it. He said "I will buy a new headlight but we are not putting it in, you can put it in yourself since you know what you're doing." Terrible customer service all the way around. And the front end alignment wasnt something they did, it was knocked out of alignment from the impact of the wreck. But they still refused to act like an crash cant mess up the alignment. Anyways, i know nothing is going to come of this on my end, their reviews on ****** say enough. Karma is real.

Sincerely,

*********************
Initial Complaint
Date:11/22/2023
Type:Billing 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 was rear ended by a commercial truck in January 2023. The trucking company refused to accept responsibility so in order to have my car fixed I turned the claim into my insurance company and paid my $1000.00 deductible to Crash Champions on ******* Ave in *****, ** on March 10, 2023. I did not know that my insurance company, Progressive, also paid the deductable under uninsured motorist on March 14, 2023. I called Crash Champion asking to be reimbursed and provided them with a screen shot of my bank transaction that included the day my bank payed it. The manager sympathized with me and unbeknowst to me (even with my sending my bank statement and the manager telling me that I should have my reimbursement within 10 days, it never came and I had to reach out to them (this was in September. I also called their corporate office in ******** but they would not return my call. I reached out to the ***** office in October and was told they made a mistake and I would be receiving a check within 10 days (I replaced the original credit card so they told me they could not credit my new card). I have been very patient but I'm having to pay interest on my credit card even though they made the mistake.
Business Response
Date: 12/04/2023
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 General Manager: "Spoke with ***** at Progressive. He will be sending a check to ***************. "

We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback.
Initial Complaint
Date:11/21/2023
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.
My vehicle was returned with codes on the dash board that would have deemed the vehicle unsafe to drive, but the employee states those codes were never there prior to my attempt to pick up the vehicle. While the report he provided me regarding what was done prior to my arrival shows the codes were there
Business Response
Date: 07/09/2024
response received- per *************************, VP: "Vehicle was repaired and delivered 11/17/2023. Only code present was 1524 Faulty relay. Air Bag Light was not related to loss. "

Customer Answer
Date: 07/17/2024
Complaint: 20899276

I am rejecting this response because: My experience with them was horrible from multiple delays to misinformation, alone with lies provided by the adjuster at the location that claim some error codes where not present during his initial scan , but the copies he clearly provided me shows they were there before and after, this guy went on a recorded call with the insurance company about this as well when his paperwork clearly shows he's lying .
Please look at the attached...
He claims they scan the car before my arrival look at the time stamp of the error code by documents the company provided.
They have never showed me any error codes from the intake of the vehicle. The discovery of the damaged harness was discovered by me . I would believe whatever scanner system they used would have direct them to check under the seat and not be dismissive to return me a unsafe vehicle with the light indicator on.
The Quality of body work was so horrible I got rid of the vehicle.
Please look at the attached....
They created additional damage to the car in the possession that they had to repair but refuse to repair the harness or correct the bad body work the muffler was uneven and they told me go visit the company they used to do the repair. When does it become the consumer responsibility to go to a company vendor to correct the repair they being crash champions hired to do a repair.
Sincerely,

Olu Adefumi
Business Response
Date: 07/29/2024
Per VP, *************************: "This will need to be closed out as unresolved.

The customer also states he doesnt own the vehicle any longer as well, so there are no issues or warranties that we can assist the customer with.

Thanks "
Customer Answer
Date: 07/30/2024

Complaint: 20899276

I am rejecting this response because:
I got rid of the vehicle because of the mental anguish I received based on the following.
1.There was additional things Iike my rear camera located of the hatch would go out. This was an area of impact to the vehicle. That based on the malfunction of the camera not properly being repaired.
2.Their candid approach to send me to their vendor once I pointed out the exhaust pipe issue. I believe that issue to correct would be solely on the business, because I didn't enter no contract obligations to deal directly with their vendor to correct a repair.
3. Their argument of the me getting rid of the vehicle doesn't negate the proof of service I receive
4.I only seek to report the facts, this is a horrible place of business. I seek only to inform other consumers of their service practices.
5. I can never recover mentally from the way I felt about receiving my and the value my car had to my life.
Sincerely,

Olu Adefumi

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