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.

close

Find a Location

Crash Champions, LLC has 510 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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 Champion Collision

  10105 S 23rd St Bellevue, NE 68123-2439

• 

  Crash Champions Collision Repair

  10205 E Crystal Falls Pkwy Leander, TX 78641-2260

• 

  Crash Champion Collision

  10322 Dransfeldt Rd Parker, CO 80134-4010

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:11/10/2023

  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 had an accident and took my car there to be repaired on September 18,2023. They never told me they had any problems during the whole time they had my car. They told me my car was ready for pick up on 11/4/2023. They claimed the car was inspected by their quality person. went to pick my car up and I have several engine lights on and filter issues and tire issues. They never replaced any tires also on the side of the accident. I told them I have proof no engine lights or issues was in my car because I have video proof of the day I drove and dropped the car to them to repair. They kept my car an extra week. *** called me and told me they located the problem and it was a ***** problem and not to worry they repairing my car on Wednesday 11/08/2023. On Thursday he called and stated they will have my car ready. Now today is Friday a get a call from some other guy who states they fixed the problem and the check engine lights are still on and they do t know why but if I leave it with them I will have to pay the cost. I told h*** no if they had several experts supposedly out and they told me they found the problem and my car is still not fixed somehow or something is wrong. They either damaged my car more during the repairs or the persons they had on my car didnt know what they was doing. I believe they have fraudulently charged the insurance company for repairs they did not do, I believe they did not have any experts working on my car and seeing what they did wrong, and they are trying to look as if these previous issues. My car has never been in an accident and bought from a dealership. I had no engine lights on before or after accident. I video proof. They had lied continuously and I picked up my car still broken. I want all monies returned immediately to me and the insurance company for fraudulent charges and repairs. They have stressed me out and lied to me continuously. I am suing them for all monies back if they dont fix the car or return the money.

  

  Business Response

  Date: 11/17/2023

  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: "Check engine light is on. We scanned and determined that that it might be exhaust related, so had insurance address a sensor that ATE told us was not responding. Check engine light remained on so we had MDS scan.They verified that the error is not related to the loss. We explained that to the customer, but she was not happy with our response.
  
  MDS said,
  WORK PERFORMED: Diag check engine.
  Completed full vehicle scan found DTC for
  evaporative system purge and vent valve.Completed
  pin test continuity test and purge/ vent valve
  inspection. After inspection could not relate
  mechanical malfunction to current claim if repaired
  recommended new canister vent valve actuator and
  possible canister and or fuel drain for proper
  functionality.
  
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback. 

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20855644
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20855644
  
  I am rejecting this response because: I do not accept the business answer because this is an ongoing issue. My car was not completely repaired. I went to pick up my car and couldnt because there were all kinds of engine lights in. I had to leave it again. So after a week of being held up the auto shop called and stated they didnt know what was wrong with my car and they had 2 electric specialist look at it. I was oh no this is not right. I was then threatened and told by the auto shop that they did all they could do and if I wanted to go further in fixing my car after they received over 15K for that I would be liable for the charges . I had to pick up my car and bring it to the dealership myself and have them look at it. Within 24 hours the dealership notified me what was wrong with the car. This is after they claimed to have had 2 electric specialist look at my car. The insurance company was going to pay for my car completion. But now the auto shop sent the insurance company another bill in which is being questioned by the insurance company because the auto shop sent in several estimates and they believe the auto shop is not being honest.  I am in limbo. My car is being held up from being paid for by the insurance company because they are questioning the auto shop estimates and honesty . I am frustrated and aggravated and still do not have my car. I knew nothing of them keep trying to more money. I am in limbo and this is not my fault. This is issue is on going.
  
  Sincerely,
  
  *********************

  

  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 Manage: "There is nothing electrical or engine related to the loss that was addressed in the damages Service King by Crash Champions repaired.
  As a curtesy First Chicago provided ************** with a detailed diagnostic and replaced the solenoid for the exhaust because the muffler sustained a minor impact. Per the independent inspector Diag check engine. Completed full vehicle scan found DTC for evaporative system purge and vent valve.Completed pin test continuity test and purge/ vent valve inspection. After inspection recommended mechanical repairs for new canister vent valve actuator and possible canister and or fuel drain for proper functionality. These issues are not related to the loss and we have instructed her from both the shop and the insurance company."
  
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback.
  
  Thank you,
  April

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20855644
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  here is what is happening. This not about the fact the damage was apart of the accident or not. It is about the damage and when it was caused to my vehicle after it was in their possession.  My vehicle damage was caused by them doing their repairs. This company has repeatedly lied over and over to me and the insurance company. The insurance company initially was going to cover the extra damages but then Service King tried to get more money from the insurance company after I picked up my car. The insurance company started questioning them because of several claims they sent in. The insurance company has notified me last week that they will not be paying Service King/champions any more money. They feel the conflicting invoices with different notes are not truthful and they want **********. They have also contacted ************** Champions of this today. The insurance agent also  stated they have told Service King that there is more than enough evidence that they did something and should do the right thing and finish paying for the repairs since it was their fault. They stated they spoken to ***, ****, and the electric guys concerning everything. The guys they say inspected my vehicle told the insurance people that Service keeps telling him to add or take off stuff. The insurance company believes after review of my photos, live video, the insurance company appraiser, and conflicting invoices from Service Service King/ Champion is responsible and refuse to do the right thing so I am stuck paying for the repairs they broke and I have an option left with an option to *** them for my money back if they do not pay Chevelot for the remaining repairs which is ******. Service King even lied and told them that I  stated the engine light was on when I bought the vehicle to them. I never said such a thing and why would I if my car was in a major accident. The insurance company and I believe that Service King realized they were not going to get paid extra money by putting that the damages were not due to the accident and tried to fix the invoices so they can. Thats why they are so many. I am hurt and have suffered emotional distress due to this event and cant believe i am being penalized for being honest. Right is right and wrong is wrong. They received way over ********* and wont pay for a ****** charge that they caused. Its before the holidays and I am a single family income. No one from Service has contacted me or shown any concern. They just want money. They were dishonest and it bit them back. Service King/Champions should do the right thing and pay. I am submitting the photos I sent the insurance company to show the light was not on. I also have live video showing me driving my car to them and there is no lights on. In their own report there nothing stated that lights were on. I also sending the conflicting invoices they tried to lie and use. Liars never win. 

  

  Business Response

  Date: 12/05/2023

  Per General Manager, ***********************: "As previously stated, the engine issues on this vehicle are not related to the loss. As for them being caused by the shop, we did not repair anything near or related to the engine."

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20855644
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  The point is you all messed with something that caused the engine lights and malfunction to occur. I have heard that when you all were fooling around my electrical components you all could have easily messed up something. You all tried to lie and it but yall back. The insurance company along with my mountain of evidence has stated and told you all that it was something your shop did that caused it to happen. You were told that the right thing to do is pay for the rest of the damages especially since it was not documented anywhere that it was on. You tried to lie and say I told you all the lights were on but I didnt, have no cause to say that, and I have video proof to show I had no lights on. All your recommendations were also failed because it matches nothing from the dealership as to what the cause was. You all had all electrical people come supposedly and they couldnt figure it out. Its another failed lie you told. Your own guys at the el tribal company said you all told them to remove wording so yall could get more money. The dealership immediately found it less than a day. They also said you all could have easily messed up my car easily messing with electrical components. . You have no documentation of anything just lies where you were trying to get paid for nothing. I have proof before and after showing that my car had no damage that would have caused it. I not only have your false invoices you sen the insurance company but the insurance had sent me written documentation that the light was not in before I took my car to your shop. You are trying to put up a smoke screen cause you all got caught in all your lies. You all claim to have done quality check you failed miserably and now to continue to be dishonest and lie and fight me for my few repairs is appalling and shows your standard as manager. You dont think of your business and its reputation you are mad cause you got caught in your lies. I hope that this word of mouth and report stops you. The proof is here. I hope you all learned a ****** and I want my money paid back to me immediately. I am sending proof from the insurance company that after they spoke to everyone you all caused the damages and was not done prior to me bringing my car there. Pay me my money back immediately! 

  

  Business Response

  Date: 12/18/2023

  Per General Manager, *********************** "There is nothing else to say about this situation.
  Her concerns are not related to the loss and nothing that was created or caused by the shop."
  

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20855644
  
  I am rejecting this response because:
  You all have the proof that you all did something to my car to cause the extra repairs that was needed. As stated before you all lied to the insurance company and tried to get money for something you all broke during the repair process. You all tried to get money for something you know you broke that was why you all kept removing and replacing the wording on the estimates and the insurance caught you all along with my help and decided not to give you all another dime. Its not about the damages being related to the accident its about you all broke something during the repairs and thought I was going to accept any excuse you all told me. You tried to get me to pick up the car with lights on every where. You as a manager is horrible and a liar. You did not do any compliance maintenance. You should pay for your mistakes and this is a game to you and you think Im giving up but Im not. It is the holidays and I want and need my money back from your faulty repairs. I hope you get in trouble with the company and they see your performance and all other staff are trained not to lie to customers and try to deceive them. I pray and know that God will prevail. You have not done anything honest or right. You have all the proof during the drop and pick up of my car and you still lie. Your rating with the BBB has fallen for your lies! I want my money now. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/03/2023

  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.

  Crash champions in *********** **** on ************* and ********** In October 2023 replaced my driver door with a completely faulty one that has a lot of problems and they damaged other parts of my vehicle in the process of doing so. They also gave me my car in an unsafe condition to drive and did not fully disclose any of this information to me and said my vehicle was good to go after their 3 hour inspection. Then I was lied to and given conflicting reports from different staff members, who decided at first to blame coincidence on everything that happened and refused to help me. Until I called State Farm, who they are partners with. and they said Crash Champions are obligated to fix the damage they caused in any way and I got a call from Crash Champions saying they ordered a couple sensors to try to fix things but my car is so messed up because of Crash Champions that I am taking it to my AAA certified master mechanic to have the issues fixed and he will send Crash Champions the bill. I tried letting Crash Champions fix my car a second time and not only did they not, but they scammed me, lied, and broke my car even more. I have pieces of my car that they broke, sitting on my kitchen counter. And I recorded EVERYTHING on my phone that happened and that was said in person and on the phone which I will use as evidence if I need to unfortunately call the police and my attorney for faulty repair work and wreckless endangerment due to negligence. List of damages by Crash Champions, Broken door lock switch, broken power mirror switch, broken door Jam and door ajar senors, rear window broken off the track, damaged emergency brake sensor, wheels out of alignment, stolen but regained car badges, broken door panel tabs on driver door and passenger doors, possible wiring harness damage and I was missing a quarter tank of gas. If they dont pay my mechanic to fix these issues then I will have to take legal action against them. I hope I can avoid that though.

  

  Business Response

  Date: 11/13/2023

  Good afternoon, ***************
  
  I want to apologize for any negative feelings you have toward Crash Champions **********. We do our best to do an efficient and complete repair. We would never put anyone back in an unsafe vehicle. We are about transparency, and we believe The Difference is Trust. It is apparent that you left our facility disappointed and without any Trust in Crash Champions.
  
  I would like to address your concerns. We replaced your drivers front door. Due to the age of your vehicle (**** **** Explorer),availability of parts and State Farm guidelines, we used the shell of insurance quality used door. All components of your original door were installed on the replacement door shell. This is standard practice for your type of repair.  The drivers rear door was inoperable prior to the accident, and you disclosed that with us which is why we did not disassemble that door to paint it. At the time of the initial repair, we did ask if you would like to have the rear door serviced and you refused the additional out of pocket repair. This was a very straight forward repair.
  
  You picked up your vehicle on October 4th and that same day you called back with some concerns. I scheduled you the very next morning to come back so we could address your concerns. You left us a voicemail on October 5th saying that you could not make 9am like we scheduled, and you asked to come in at 10am. We accommodated your schedule change without issue.The only issue you addressed with me was the fact that the main switch on your drivers door was not controlling the other door locks or windows. I explained that all internal components from your original door were swapped into the replacement door. I did use the word Coincidence when explaining why the switches may not be functioning due to their age and wear. They were plugged in and operating the drivers door but not the other doors. The solution was that I was going to order switches and we would have to unfortunately have you come back to change the switches. You were here for only about 45 minutes, and you agreed to our resolution. We received the switches the same afternoon. I personally called you twice and my **************** Representative called you twice that day. We never heard back from you.
  
  The next time we heard from you was October 17th when you submitted our customer service survey and then on October 19th when you submitted your complaint to the Better Business Bureau. I carefully reviewed and researched all details in both of your complaints submitted. I am confused because at no point did I refuse to help you; in fact, if you had returned my calls, we probably would have resolved your issues the same day.You did admit to receiving our calls about receiving the sensors. I do not understand the part where you tried letting Crash Champions fix my car a second time and not only did they not, but they scammed me, lied, and broke my car even more. As far as I am aware the second and only time you came back was when I helped you, as described earlier. I also do not understand how you have damage to your door jam. Your rear window was broken before repairs started;you did attest to that. Regarding your damaged emergency brake and wheels out of alignment, those are items that are not accident related and we would not have had to touch those items. As for your stolen car badges, we did disclose that the Explorer name plate was discontinued and not available from the manufacturer. We researched and tried to get a similar name plate from a different year, but it was a different style. You were fine with not replacing the name plate and you asked for the 8 individual letters which we gave you.The drivers door panel was never addressed, and I was not aware that it was damaged. We never touched the other door panels; we did not have a need to. I am not sure what issues you have with a wiring harness. Finally, you said that you were missing a quarter of a tank of gas. You dropped your vehicle off with us with less than a quarter tank of fuel, we have a photo of your dash at the time of drop off.
  **************, I have the switches to your door panel in my office. We would like to install those for you at your convenience. Please return our calls and set up a time when we can take care of you and complete ***********.
  
  Thank you.
  
  *****************************************
  GM Crash Champions #*** **********

• Initial Complaint

  Date:10/19/2023

  Type:Order 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 file a formal complaint against Crash Champions, **************, regarding a contractual dispute and a violation of consumer rights. I signed a contract with Crash Champions on 9/13/2023, and I am deeply dissatisfied with their service and conduct, which has resulted in significant financial burden and inconvenience for me.As per the contract, Section A explicitly states, "I request an estimate in writing before you begin repairs." Unfortunately, this fundamental consumer right was disregarded by the representative of Crash Champions, named *****. She proceeded with repairs on my vehicle without providing me with a written estimate, thereby infringing upon the terms of our agreement.Due to *****'s actions and the lack of a written estimate, I now find myself in a precarious situation, as I must come up with $2000 to retrieve my vehicle. Regrettably, I cannot access the necessary funds, and this unexpected financial burden is causing me great distress and hardship.I believe that Crash Champions, **************, has not only defaulted on our contractual agreement but has also violated my rights as a consumer.

  

  Business Response

  Date: 11/07/2023

  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 Director of Operations: "********************* We're sorry to hear about your financial hardship. When you brought your car to our shop you provided us with your Geico estimate that showed your ******* deductible. After receiving the vehicle from the towing company, we had you sign our authorization forms to begin the repairs. We kept you updated on the progress throughout the process. Once the repairs were finished, we again notified you the ******* deductible
  would need to be paid at the time of delivery. Once you came and paid the deductible, we provided you with a detailed final bill. Thank you for choosing Crash Champions and if theres anything more, we can assist you with please contact the location and we'd be happy to help."
  
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback.
  
  Thank you,
  April

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20744408
  
  I am rejecting this response because:
  The company is lying, I did not provide them with any documentation from my insurance company. I specifically spoke with the estimator ***** and told her after the tow truck dropped off my vehicle that I was not comfortable signing the agreement for this specific reason, because I was afraid the body shop would take advantage of me. ***** specifically stated I would receive an estimate prior to any work being performed. See attached text messages showing. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/24/2023

  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 Director of Operations: "Mrs.. *************************** you again for choosing Crash Champions **************.We provide the same quality service and repairs to all our customers and are committed to the very best experience. We know having an accident can be a traumatic and difficult time. Our goal is to make your experience a great one through a complete process that's explained from the first meeting with our customers and maintained with great communication until the day you pick up your vehicle. We realize you have many choices and we're happy you choose us.If you should need one of our over 600 locations in the future,, please reach out to one near you. Thank you."
  
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback. 

• Initial Complaint

  Date:10/11/2023

  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 have been attempting since May 2023 to get Crash Champions ( Cassatt Ave. ************, **) to repair the issues that they previously repaired incorrectly. The original repair was done by them in June 2021, there is a lifetime guarantee on their work as a Geico preferred company. I contacted the company in May about my issues that were never addressed (car being three different colors in the repair spot and a piece at the same area lifting). From May -******************* the manager told me the part was ordered. Finally, in August she schedule a time for the replacement piece to be installed, still totally ignored the color issues. I arrived on time only to be find out they never painted the piece that was to be replaced, the piece is black my car is red. Again, nothing was done and ****** wasnt in office. A while later ****** called and told me she would have the entire area of the accident repainted and the piece installed. We agreed on 9/4/23 because it would take a few days to fix the issues, she arranged for a rental. On 9/4 I called before I went because of the poor communication and follow through in the past. ****** finally called me back to say that you can bring my car and leave it for a few days, but there was no rental due to leadership crack down on that kind of stuff. I told her, had she communicated this before the day of the repair, I could have made other arrangements. I told her to paint the piece and I could get that done because it was the most important thing as its near the windshield and the quickest to put in. Today is 10/11 , I have not heard from ****** or her leaders. I have placed numerous calls to corporate and they just refer it back to ****** who does nothing but make broken promises. I also left messages for ****** but not even a call back. I am afraid that water could be getting into my car causing issues damage. Crash Champions needs to fix these issues correctly and timely. Me and ***** paid them timely and I expect the same with my repairs.

  

  Business Response

  Date: 10/27/2023

  Per General *****************************: Good afternoon
  
  Ive reached out to ************* a few different times asking if we could possibly set up an appointment to install the new windshield trim molding. She has told me that she has been in contact with the dealer to
  Get them to order the part for her.  I explained I had the part in my hand and painted ready to be installed. She told me she would let me know next week if she wants me to install the part I have.

  Customer Answer

  Date: 11/06/2023

   
  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:10/10/2023

  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 car was brought here after being broken into and needing window repair and the steering column reattached. When I picked the car up, it had multiple parking tickets (with fines levied on me) on it because of how they parked the car while it was in their care, as apparently they put it on the street rather than in their lot. Those fines total $100 and are now on my record as parking violations. None of the staff mentioned the tickets to me when I picked the car up- they just took them off the exterior windshield and put them on the dashboard for me to discover and deal with later. It was also nearly impossible to get in touch with anyone at the local office for updates- the website only lists a corporate number.

  

  Business Response

  Date: 11/06/2023

  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:

  "Car was towed in 09/27/23. Customer refused to sign repair authorization ****** said the car was going to another facility for repairs USAA cancelled the assignment.
  Car was parked on street waiting on the tow truck to take the car to another body shop. 3 days Later customer changed her mind Had USAA send the assignment back signed the repair authorization car was fixed."
  
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback. 

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20718675
  
  I am rejecting this response because:

  this information is inaccurate. There was never a cancellation on my part nor did I ever plan to bring the car to a different facility. The work order cancellation was made erroneously by my US AA representative without my k***ledge. as soon as I learned of it after speaking with a service king representative on the morning of the 27th to confirm my car had arrived , I immediately instructed USAA to re-open the work order, which they did, and confirmed on the afternoon of the 27th. The representative also told me that the car was in possession of service King *** on September 27 and did not mention any issue about it being parked in the street. My service King *** receipt also indicates the assignment/schedule date as the 27th. This is two days before the parking tickets referenced were levied. There were no efforts on service Kings part to proactively reach out to me regarding either the issues with the work order or the parking tickets, nor did they disclose the information when I picked the car up. I recognize that the nature of this complaint is likely also the fault of USAA. However, that does not negate the fact that there were no efforts to communicate with me, or to be transparent.

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

  

  Business Response

  Date: 07/09/2024

  response received- Per General Manager, ***********************: "Car was towed in 09/27/23
  Customer refused to sign repair authorization ****** said the car was going to another facility for repairs USAA cancelled the assignment.
  Car was parked on street waiting on the tow truck to take the car to another body shop.
  3 days Later customer changed her mind Had USAA send the assignment back signed the repair authorization car was fixed. "

• Initial Complaint

  Date:10/09/2023

  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.

  Crash Champions has had my car in the shop since June 5th. June 27th they said my car was done. We go to pick it up and find that the damages the insurance paid for along with our deductible was not done as well as there being damages that were done by the shop that were not previously there before. There was paint marks inside my interior which is noticeable because the interior is black. I sent them an email the next day with pictures to the manager ***** and he never responded so I called and they said they couldn't get me back in until July 11th! In the email I sent pictures of the repairs that were not done and other damages that were not previously there to begin with. There was over spray and paint drippings. The door and the panel on the bottom was not evened out. There is dents and dings. Paint chips that were not there, paint on the inside, leather damaged from the door that was fixed. The sensors were not covered properly with the plastic it was pushed in leaving space for water to get in and cause possibly damage to the cameras. The window was not put in properly leaving a gap for water to enter in and have water damage. They still have my vehicle no updates, phone calls no nothing until 9/1 when my husband called to ask if the car was done they said "Yes" (almost 2 months later) my husband goes to shop and it's still not done. The technician that worked on the vehicle comes out cussing at my husband and my husband told him not to be talking to him like that and the manager tells my husband don't talk to my employees like that all while I'm on the phone. My husband tells the manager how are you going to let your tech talk to a customer like that. Then when he tells them my wife heard everything and is going to call corporate until she can talk to someone cause this is not right that they have had my car since June and nothing got done! We have been called numerus times that our car was done and till this day we still don't have our car 4 months later.

  

  Business Response

  Date: 10/13/2023

  Per General Manager, ***********************: We have already been in contact with this customer. The car is onsite and will be done Friday at the latest at which point ***** and I will be delivering the car.  Every time they come to pick it up they keep finding new items to complain about which has caused some of the delays in getting their car back to them. There has been items that we have fixed that were not caused by us but we have fixed regardless but has been frustrating on our end also as they keep blaming us for different damages on their car. Once ***** and I look the car over and sign off on it we will not be addressing any other concerns not related to the accident.

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20706190
  
  I am rejecting this response because: From the first day we took our vehicle to the shop Chase the manager did not communicate with us at all on the progress of our vehicle. We had to call him to get updates and the first time we called he stated to us the car was done 2 days ago and apologized he never called to let us know. When we got the car back, I notified chase of the repairs that were not done and the other damages that his shop created I even went back to the shop in person that same day to talk to him about all the damages and he apologized and said he should have reviewed the work before he said it was done and circled all the issues with a white marker. A few days later he also called me and said they took pictures before they worked on it, and he said the new damages that were on the vehicle in fact were caused by his shop and once again apologized and said he would have his technician fix those. I even submitted the pictures in an email to him and he never responded to me. I then called my insurance to send me the estimate and my adjuster told me to take it back to them until we are satisfied with the repairs as Crash champions is a preferred shop and they can guarantee the repairs on my vehicle. I took it back 2 weeks later as ***** told me he couldn't get my car back in until then and since 07/11/2023 ***** has had poor communication with us this whole time. We had to contact him after 2 months went by to see what was going on because he never once contacted us on the progress of the vehicle and once again, he stated it was done and the damages that my insurance paid for were still not complete. He once again stated to us I'm sorry I will make sure it will get done and every week it was something different with the car detailer that he was taking it too is what was told to us by him every time we called. I then reached out to corporate to help due to ***** telling another employee that he had a very upset customer outside (my husband was in person and I was on the phone) and that employee came out cussing at my husband and calling him names and ***** did not do anything to stop his employee instead he instigated the whole situation and I finally had enough of ***** not doing his job as a managed and letting his employees attack us like we did something wrong. We also told ***** not to fix our driver door that was damaged on our part because he wanted to charge us over $2000 and I specifically told him do not touch the door we will take is somewhere else but ***** still had the technician fix the door but it was not done correctly that was the whole reason why we told him not to touch the door because we already knew it was going to be an issue. The pictures I provided were from the first time he told us it was done those were also provided to Chase through Emal.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/18/2023

  Per General Manager, ***********************: Good Morning,
  
  I take full responsibility for dropping the ball on this warranty issue.  We are working to resolve the issues pointed out by the customer and any other issues that we find.  There is no excuse for how long this has taken, and we are working to correct it to get *************** her vehicle back.  I did not give the attention to correcting these warranty issue that they deserved and failed to let her know what was going on with her vehicle.  Again there is no excuse to why this has taken so long and we are working to correct it.  I understand the frustration and grief that this has caused *************** and again apologize for not handling this warranty issue correctly.  It was not my intention for one of our team members to have a verbal confrontation with her husband and if I had known that was going to happen, I would not have brought him up.  We are working to make sure the repairs are done correctly and that Mrs. ****** vehicle is in a condition that she finds acceptable.

• Initial Complaint

  Date:09/13/2023

  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 had my car repaired after a collision by Crash Champions back in April. I had paid a deductible of $1052.68. Car was fixed incorrectly twice, therefore I had to take my car to Auburn for a secondary repair shop! I end up paying a second deductible for same issue! I would like Crush Champions to reimburse me charging for repair that was done wrongfully!

  

  Business Response

  Date: 09/15/2023

  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 the Director of Operations: "Weve learned that we failed to meet your expectations with our repairs.  We would have very much liked to have resolved *********** concerns at our facility but the action that you took is understandable. Were currently in the process of generating your desired result and will be refunding your requested amount. Thank you for brining *********** concerns to our attention and we hope to serve you in the future if you ever require collision services.
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback."
  

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20595383
  
  I am rejecting this response because:
  Hi there,
  If Crash Champions had agreed to refund my payment, that would settle the matter!
  

  
  

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

  

  Business Response

  Date: 09/28/2023

  ***************************, General Manager: We have agreed to refund her payment.
  The reimbursement is in process. 

  Customer Answer

  Date: 09/28/2023

   
  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:09/07/2023

  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 usually do not do this **** to call corporate or the head office but crash champions ******* in ************* has not been professionals since the moment that I have started. I was told from Geico that crash champions will assign an adjuster. Once the adjuster was assigned since August 8. I have not received any phone call or email from the adjuster every single day. I'm the one that has to reach out to crash champions and I believe the lady name is ***** each time that I speak to her she always says that they're going to give me a call back, but no one ever calls since August 8. I have been calling because I monitor everything on Geico on Geico. Crash Champions noted that my car will finish repairing and 16 days it has now been 30 days and the car has still not been finished today again I've called them and they stated that it will be finished tomorrow. Each time I have called it's always a different story. I am moving out of state and cannot wait much longer enterprise just called *********** that I have reached my limit for the rental car so I will be billed. I called crash champions they stated that they have nothing to do with that ***** has to take care of it. The ************* called the adjuster that they have seen listed as my adjuster and tried herself to reach out to ******* but there's no answer. Crash champions are very poor in communication & not standing by their words. Since august 8 the adjuster has never spoken to me. i am filling this complaint because i need my car and crash champions should provide a discount to me.

  

  Business Response

  Date: 09/11/2023

  Hello Smeltchy Dalus,  
  
  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 ***************** that you visited to gather more information.
  
  Per Director of Operations: "Vehicle has been delivered to the customer.
  
  We filled up her gas tank
  Offered free car wash
  And reimbursed her for excess rental resulting for the delay in parts.
  
  At this time, we consider the matter to be resolved."
  
  
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback. 

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20571341
  
  I am rejecting this response because: Yesterday ***** has send out 1 person to deliver the car, the car came back more damages to the point you can see the gas tank. So they took the car to work on it, then on their way back ***** told me again yesterday they turned on the radio then they noticed the radio is not f****** well so they took the car back. Next, today again ***** sent out 1 person to deliver the car and it came back with more problems. This is not fair they have charged GEICO $12k and this is the result. They took over 30 + days to fix the car and issues still not resolved. They keep adding more mileage to the car. I have escalated this and contacts the **************** they need to deduct the price or whatever it is that they gonna do because this ridiculous. All that money they charged ***** made my insurance goes up. I have multiple picture showing before and after. Have if had known this is how crash champions does business i would have advised GEICO to find somewhere else. I have told ***** several of times to take the rental car as it it charging me daily. every she assured me that they will take the rental car so that i can close out the bill with enterprise they never came to get the car. They had given me a $200 gift card they should do better 
  
  Sincerely,
  
  Smeltchy Dalus

  

  Business Response

  Date: 09/15/2023

  Hello Smeltchy Dalus,  
  
  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:

   

  ***************************, Director of Operations: "I just got off the phone with **************. I explained that I was the director of operations for south ******* and wanted to know what (if anything) I could do to assist her. She said: No, everything is fine. I explained that it was my understanding we had addressed all the concerns and she was going to have the dealership inspect the vehicle. To which she replied,everything is fine, the work just took a little bit long, but I am good with the repairs, everything is fine. I apologized for the experience and provided my contact information.
  
  At this time, I consider this matter to be resolved."

   

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

• Initial Complaint

  Date:08/28/2023

  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 took my car for repair on July 19,2023, was told my car was ready August 10,2023. Upon picking up my car was vandalized stolen radio, damaged front and stolen keys! Was told they would take care of all damages and now theyre backtracking and refusing to finish paying my damages!

  

  Business Response

  Date: 08/29/2023

  Per Director Of Operation, ***********************: Thank you for bringing this to my attention.  This was a vandalism issue at our store and not something we did.  We have fully cooperated with our customer and have replaced the stolen parts.  

• Initial Complaint

  Date:08/28/2023

  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.

  On July 31, 2023 I paid $222.57 for a new car battery to be installed at Crash Champions *********, ********** location. When it was done, I went to open the door but my key fob was dead and the doors would not open. I immediately reported this to the lone staff member at the time and she said she will have their mechanic look at it so I left the car there and went home. She called me back two hours later and said the battery already died and they were looking at the cause. I immediately requested for a refund, not an exchange, and I wanted them to replace the new battery with my old one and I would take it somewhere else to get it fixed. She replied that she could not refund me the money because she needed to get authorization from corporate headquarters before she can issue me the refund. It has been almost a month and I still have not received my refund. I have spoken with and emailed ************************* who is in charge of their accounts payable department for one and a half weeks and she has not responded to me at all after our first conversation. No follow up email or phone call since the first time I spoke with her on August !7, 2023. I had to have my car towed to the car dealership and they fixed my battery issue, not Crash Champions. I do not understand why its taking this long for my refund as I am not paying for a faulty, new car battery and I am very suspicious that they are not planning to refund me as they are not responding to my calls or emails any longer. This is the reason why I am writing this complaint and hope that a resolution can be attained as soon as possible. Thank you.

  

  Business Response

  Date: 09/01/2023

  Per Director of Operations, *************************: Good morning,
  
  A ticket was submitted for a customer refund on 08/01/23 

  Customer Answer

  Date: 09/05/2023

   
  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,
  
  *******************