Complaints

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

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  Crash Champions, LLC

  601 Oakmont Ln Ste 400 Westmont, IL 60559-5570

  
• 

  Crash Champions Collision

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

• 

  Crash Champion Collision

  100 Highland Center Blvd Asheville, NC 28806-1032

• 

  Crash Champions Collision

  1001 Auto Center Dr Antioch, CA 94509

• 

  Crash Champion Collision

  1001 CA-49 Jackson, CA 95642

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

• Initial Complaint

  Date:06/30/2023

  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 in to have the back quarter panel repaired and while they had it in the shop the destroyed the back seat and refused to fix it.

  

  Business Response

  Date: 07/01/2023

  Per General Manager, *****************: Good morning. I will get this handled. His vehicle has a leak from the sunroof on the opposite side of his car that we worked on.

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20260556
  
  I am rejecting this response because: The back seat was destroyed on the side they worked on which is deformed and hard as a rock. There response to me was it had to be from a leak which in there own words is on the opposite side of the vehicle. I have shown this damage to ***** and other mechanics and all agree this looks like a chemical was spilled on the seat that caused the cushion to become this hard. The mechanic from Crash Champions stated he had to be back there to remove the back quarter panel window and the to reseal the window on that side.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/16/2024

  Per Director of Operations, *******************: "We are very sorry for your inconvenience. We will reach out to you very soon to see how we can best resolve your concerns. Thank you."

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 20260556
  
  I am rejecting this response because: It has been over a year since this incident and I replaced the seat they destroyed myself and have not heard anything them since.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/17/2024

  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:
  

  **************, Director of Operations: "We have reached out to the number we have on file trying to reach you. We have left several messages requesting a callback. Please reach out to our ************** location for further assistance and resolve any repair concerns you may have.  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:06/28/2023

  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.

  This business was assigned a auto claim repair by ***** and to-date they do not answer calls or return calls, they have not given me or the ***** claims adjuster an estimated completion time for the vehicle assigned to them. Due to their negligence and lack of communication I think it is fair for them to reimburse me for the extended time I have had to pay for the rental once my insurance time frame has expired. To-date I have had to pay approx $173 in car rental fees since they refuse to provide a completion time frame and I need my car to work the 2 jobs required to make ends meet.They are unresponsive and have shown no business integrity when dealing with the public. Any help to motivate this business to act in an ethical way is appreciated.

  

  Business Response

  Date: 06/28/2023

  Per General Manager, *********************: I have spoken to her the other day; She dropped off when we were down for two weeks, and I explained to her and ***** that we were unable to take the car in right now. I told them both that we were extremely backed up due to our system being down and that it would be 2 weeks before we can touch it since It was just me in the front office and had ********* with 40 untouched vehicles . Geico dragged their feet sending us the assignment we have a large email chain to prove that.

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20229989
  
  I am rejecting this response because: I have spoken with Corporate who are escalating this matter due to the egregious and neglectful manner it has been handled and I am awaiting Corporate resolution in conjunction with the repair services to actually be completed by this franchise location. Additonal feedback is pending from Corporate. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/10/2023

  *************************, General Manager: I was not at all; I explained our situation and I told her and the insurance at drop off that we would run into this situation..
  Vehicle is headed to paint next week.

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20229989
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/24/2023

  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.

  In December 2022 was involved in a accident. My insurance company told me to go to crash champions in Crestwood ********. Repairs were made was told I had a life time warranty. Upon getting vehicle back took it home noticed the tail gate didnt close correctly. Took back told I would be opening up a bag of worms ( their words) if I wanted it fixed so tail gate closed properly. Have had tail gate open on its own when I hit a bump. After repeated calls was told to bring it back on the 15th of June 2022. Called several times the week of June ***** told it was being worked on. On Saturday the 24th went to body shop to pick up some documents left in vehicle. Told to go to back yard truck was there. Much to my surprise my truck had never been looked at let alone worked on. Unfortunately it was Saturday so nobody to talk to. If they didnt have parts or employees to work on it they shouldve had me keep vehicle till they did. Talked to another customer at location told me hes been back and forth numerous times to no avail its like they are trying to wear you down so you will accept poor work. I just want my vehicle fixed as promised

  

  Business Response

  Date: 06/26/2023

  Per Vice ********** ********************************* am aware of the BBB Complaint from **************** but we are handling directly with USAA. The customer was refunded for repairs that he paid for at the Audi Dealership, but we are disputing the amount of damages to the vehicle that he is claiming. The customer has also admitted to USAA that he did have another loss with the right side of his vehicle. We will not know or have resolution of this issue for **** days and USAA has kept their insured informed throughout the process.  
  Please let me know if you have any questions.
  Thanks 

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20231459
  
  I am rejecting this response because:
    This isnt my claim 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/10/2023

  Per General Manager, ***********************: Customer is aware we been waiting for the parts. We have the parts the vehicle will be in today to begin the repairs. 

• Initial Complaint

  Date:06/16/2023

  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.

  Our family used Novo (********) insurance to make our claim & acquire an estimate of our car damage. The inspection is complete, the estimate attached, BUT our services are not being scheduled or rendered. CrashChampionsunder customer care, *******************, against my agreement, had the ******** insurance check mailed to Crash Champions tomake sure our work would be done. We have paid our deductiblethat Crash Championssaid "We will not start work without the deductiblepayment" which we thought is not fair as we should pay when the work is completed. We were told earlierthat the part was availablebut on May 23rd that the part will have to be re-ordered and we cannot schedulea day until June. Our familyhas sold our house and is movingto ***** in June. When we called Crash Champions before the Memorial Day weekend, we were told, "Call Back TuesdayMay 30th and we will let you know what is going on"...We NEED to have the repairsmade beforewe can drive the auto to ***** and Crash Champions has had the insurancecheck since winter, and now our deductible has been forcibly paid for a week but we do not have any work scheduled or confirmationof part ordered/received? Our fear is that the car-part has not been ordered and the work is being neglected. The kind receptionist"*******" saidFridayMay 26th "You need to have an estimate and we said that it had already been done [attached]", which further worries me that our case is being neglected. I had emailed the customer care person, ******************* and receivedan "indefinite out of officereply" [attached]. I then sent several unansweredemails to the manager ********************* [attached]. Please have Crash Champions fully perform the competent work that they have proposedto perform and do so in a timelymanneras they are fully paidand have received sufficienttime to orderthe part/schedule the repair. We have to leave for ***** soon. The repairs are not extravagantbut are necessary and can be completedwithin a day or 2

  

  Business Response

  Date: 06/20/2023

  Per General Manager, *********************: This customers parts have no availability, the customer drug his feet when we had all of the parts at the location. He was told they would be returned, which they were and now they are unavailable. The customer as far as I know moved out of state 2 weeks ago. See attached emails. 

  And that doesnt even mention the personal attacks at my character for being unable to accommodate his repairs. 

• Initial Complaint

  Date:06/12/2023

  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 my Tesla serviced at Crash Champions ************ back in Feb 2023. They got it repaired from a major weather damage, I got my car back in one piece in a fairly reasonable time frame. At the pick up (early April 2023), I was told two small items were missing from my car. I can still drive it safely so I agreed to take the car and wait for them to get those two items repaired/installed later.So I waited and waited. Two months (it's June 12th today). No good communication after many emails. Empty promise again and again. Worst customer service ever seen from a car body shop. I need them to get the missing items installed immediately, without further delays.

  

  Business Response

  Date: 06/19/2023

  Per General Manager, *****************************: I have emailed the customer. We have completed his vehicle and still owe him 2 more parts. An Emblem and a *********. The emblem is here but we are still waiting for the *********. I have updated our customer and will continue to update him weekly now. 

• Initial Complaint

  Date:05/31/2023

  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.

  Please see my letter uploaded under Supporting Documents. If anything else is needed or have any questions please contact me.Thank You *************************

  

  Business Response

  Date: 06/02/2023

  Per General Manager, *****************************: Vehicle is not done being repaired or delivered and shes reporting ** to BBB because she thinks we may have used A/M parts or damaged things during repairs? Seems very odd.
  
  Her solution is she wants an inspection to be done by a dealer. Its her car and she is welcome to take her vehicle wherever she would like to have someone else look at it to verify our quality. We stand behind our work with a lifetime warranty.
  
  I already told this customer that there were no aftermarket parts used. Her vehicle was repaired with all OEM parts.
  
  Even if *** parts were used, its not our choice to use aftermarket or OEM parts. That is up to whatever insurance policy she has. This customer does NOT have an OEM parts endorsement policy so if aftermarket parts were used, she would only have herself to blame for not getting the coverage she wants. 

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20123207
  
  I am rejecting this response because:

   

  Although quality of body work is satisfactory when we picked up our car.  The fact remains the communication was extremely poor and more could have been done.  They want to say because of phone issues.  This could have been solved by the Yorkville Location contacting another location to reach out to us knowing our car was going to take longer than they said. Just like they would have had to reach out to another location if they had to take a payment directly from us.  Then because of whatever issues was going on they could have offered us a rental!  Mind you we had to cancel our memorial week vacation plans because of the lack of communication and not having our car back.  Yes I was happy that they allegedly used ****** parts, at the same time if it was non ****** part(s) sounds like they would have taken it upon themselves to make that decision with the insurance company without any consult, once again communication..  Sorry this location(company) definitely could have provided way better customer service bottom line.  Body work good, **************** extremely poor, negative 10.  We have received apologies but those are just what it is, an apology. There may not be a solution except in the form of review/complaints.
  
  Sincerely,
  
  *****/*****************************

  

  Business Response

  Date: 06/19/2023

  Per General Manager, *****************************: She says the quality of the work is satisfactory but more could have been done yet later states there may not be a solution except in the form of review/complaints. It seems like the real pain point is that she missed her vacation because she didnt want to pay for a rental and she did not have rental coverage. It is up to customers or their insurance company to pay for rental cars while their vehicle is being repaired. As far as using A/M parts, we only used OEM ****** parts in the repairs. We would love to use only OEM parts on all repairs but that is not up to us. The parts used is determined by the customers insurance policy. I would recommend that she get an OEM endorsement policy. Her current policy uses both aftermarket and recycled/used parts. I would also recommend that she gets rental coverage. If she had the appropriate coverage, she would not have missed her vacation and concerns about aftermarket parts would be irrelevant. To her point, if she had tried to call in, we tried to keep customers updated the best we could given the circumstances and I reached out to this customer with my personal cell phone multiple times.  We never make promises about how long a repair will take and all estimations are based upon parts arriving on time. On this repair, we guesstimated 1-2 weeks but ****** took 3 weeks to get us the correct parts. Repairs were completed the same day we received the last part. We cannot control backordered parts.

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20123207
  
  I am rejecting this response because:
  

  *******,

  Yes work is satisfactory, pleased with the quality of work.  The issues aren't solely ** missing our vacation *******. I actually do have rental coverage throw my insurance and my job.  I chose not to use the rental coverage to save money because of the time line we were told..  I have 2 other cars to get me around locally but not for a **** mile one way trip to southern ********.  There are a couple of problems here.  I was actually told not once but twice that my car would be ready in **** days from the time we dropped it off.  Then on May 17th when I actually got a call I was told it would be ready May 19th no later the May 22nd, no mention of what the real issue was when someone called that day.  The real issue is SK/CC, you and your staff failed to communicate to keep me current on my car and keep to your timeline that I was told twice and knowing the car wasn't going to be ready failed to allow time for a reasonable rental or be compensated for a rental, not even an offer.  Regardless of what my insurance policy allows for parts that decision should be left up to the customer to deal with their insurance and the decision not made for them.  Real issue was the communication and resolution during this time from the shop all the way to the central customer service, just poor, bottom line. Real Issue communication and lack of resolution/compensation.  Don't mistaken me, I understand the unforeseen but when a business knows this they should keep their customers in the loop and satisfied.  
  

  Sincerely,
  
  *****/*****************************

• Initial Complaint

  Date:05/23/2023

  Type:Product 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 MERCEDEZ BENZ 2017 GLA250 WAS VANDALIZE NEAR MY HOME 02/21/23 I HAVE A RENTAL FROM MY ALLSTATE INSURANCE FOR A MONTH ONLY , AFTER THAT TOLD ME THEY CAN FINISH THE *** BECAUSE THEY NEED A RADAR SENSOR FOR THE *** CRUZER , AFTER THAT I RECIEVE UPDATES TILL I GOT EMAIL GIVE ME AN ESTIMATED *** FINISH DATE **** !!! CAUSE THE PART STILL IN THE BACK ORDER!! OR UNABAILABLE !! MY SITUATION ITS ****** IM AN 64 YRS OLD I NEED DAILY TRANSPORTATION I CANT AFFORD CUB ******** NO ONE HELP ME THANK CLAIM # *********** 2017 MB GLA250 INCIDENT DATE 02/21/2023 POLICY NUM ********* COMPANY ALLSTATE INSURANCE

  

  Business Response

  Date: 07/09/2024

  response received- Per *************************, VP " Vehicle has been repaired and delivered on 5/31/2023 Unfortunately vehicle had Back ordered parts and the repairs took 3 months to complete. We do not offer to pay for rental vehicles unless shop caused delays. Front Radar was ordered on 4/4 and part was delivered 5/30/23. Unfortunately back ordered parts is an industry wide issue."

• Initial Complaint

  Date:05/13/2023

  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.

  Tried to pick up car May 2. Door didn't close. Paint had slipped or run down door. This was presented as a good completed repair.May 11 2nd repair, door still does not close properly. Rear window was not replaced and is put of position. Overpray on front door from rear door repair.

  

  Business Response

  Date: 05/17/2023

  Per General ******, ***************************: I was out of the office last week but I have been informed that the qtr glass is on back order with no release date.  We have informed her that once it comes in we will swap it out and only should take a hour or two.    I did confirm that with lexes.  She was first had a issue with a clear run on the door that was addressed before she picked up the car.   As far as it not closing properly.  We did  order hinges to get the door to fit better and close correctly.   Once those where installed she still said the door does not close right.   ******* our Service adviser then showed her that the other rear door closes the same way that you have to open it more to get it to latch properly.   From what I am being told she threw a fit and accused him of doing something to the  door on the other side . ******* was trying to explain to her that she needs to open the door a little farther so there is enough force to close the door  with the car sealed up and there is to much back pressure to close it.   She then Yelled Dont touch my car got in and speed off saying she was going to sue *********  

   

  Per Director, *************************: Thats correct I saw that car personally a didnt see an issue with the operation of the door.
  
  We do have a backordered glass that still needs to be installed ,when the part comes in we will call her.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20054057
  
  I am rejecting this response because:

  The paint was NOT corrected until I pointed it out.  If i didn't notice it would been driven away.   They had zero knowledge that the door was not completely repaired.  Until again I was doing my own quality control.

  "OH it's not bad and there is nothing wrong" should have recorded him.

  On second pick up.  My quality control has overspray on the front p/door.  Took car and left.  

  Yes door is closing.  That i will apologize for. 

  All these issues were caused by shoddy workmanship.   I found them,as your team was not doing their jobs.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/09/2024

  response received- Per General Manager, *************************** " The qtr glass is still on back order and they dont have a eta for us yet"

• Initial Complaint

  Date:05/10/2023

  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.

  In June 2022 my wife was involved in an auto accident. Her Acura had some body damage and the left side air bag deployed. Liberty Mutual , out insurance co. recommended Crash Champions. We rented a car from Economy. For several weeks we repeatedly ask Crash Champions when our car would be ready. We were told soon and that the airbag was ordered. In Oct 2021 we were told the car was ready . When we arrived to pick up our car- all the dash lights were blinking wildly. The manager told us the control panel must have been affected by the installation of the air bag. He offered to pay for a rental until the car was fixed and to waive our $500 deductible. It is now May 2023, and we still dont have the car! The new manager tells us the old manager was fired and he wouldnt honor the commitments made to us about the rental or deductible. He also said that the delay would continue because they ordered the wrong part. Without notifying us he cancelled the rental.We would like Crash Champions to honor their commitments and would agree to arbitration if they refuse.

  

  Business Response

  Date: 08/26/2024

  Per Vice President *********************** " Part was on backorder and location had no way to complete repairs without the part since it controls the airbags. Since the complaint was sent the part has arrived and the car was fixed.
  
  As far as the rental we do not cover rental when it is a backordered part issue from the manufacturer since that is not something we control. "

• Initial Complaint

  Date:05/10/2023

  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.

  My car arrived at Crash Champions on **************** in *********, ** on April 7, 2023. It is now May 10, 2023 and I do not have my car repaired or returned to me. I have not received an estimated completion date. My repair estimate specified that repairs would take ONE day, yet it has been over 30 days and is ongoing. My car was not involved in a collision. My car was broken into through the right rear window and then the panel under the steering wheel was off. No other exterior damage existed besides the broken glass window. My insurance coverage covers a rental car for a certain amount of days. Due to the delay in repairs and my rental car coverage running out, I have been personally charged for my rental car. I have never been contacted about any additional repairs needing to be done that is different from what was on the estimate. If there were an issue with ordering parts, I should have been made aware of the length of time it would take and been offered the solution of a transfer to a repair shop that could make the repairs in a reasonable amount of time. On the contract with Crash Champions, number 6 under Customer Acknowledgements states: "I understand that the repair shop, at its expense, may transfer the vehicle to another repair shop location if it determines that doing so would expedite the repair process." I have expressed an urgency for repairs by contacting Crash Champions numerous times and stating that my rental coverage is done and I need my car back. My car must undergo a state inspection by May 30, 2023 and Crash Champions has been made aware of this. As far as I know, the window repair has not even been scheduled.

  

  Business Response

  Date: 05/23/2023

  Per General Manager, *********************: I tried to reach out to this customer today, Vehicle was stolen with back order parts we dropped the ball on our part and did not coach the customer