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 has 510 locations, listed below.

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  Crash Champions, LLC

  601 Oakmont Ln Ste 400 Westmont, IL 60559-5570

  
• 

  Crash Champions, LLC

  W241S4130 Pine Hollow Ct Waukesha, WI 53189-7901

• 

  Crash Champion Collision

  100 Highland Center Blvd Asheville, NC 28806-1032

• 

  Crash Champion Collision

  1001 CA-49 Jackson, CA 95642

• 

  Crash Champions Collision Repair

  10205 E Crystal Falls Pkwy Leander, TX 78641-2260

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:02/02/2023

  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 reached out to the business multiple times in regards to refunding my insurance. I have payed out of my own pocket to get my vehicle out of the shop about 2 months ago and they still have no refunded my insurance. I am leaving for military duty within the next month or so and I need to make sure my insurance has the money so there is no confusion because I will not have any communication for 10 weeks.

  

  Business Response

  Date: 02/22/2023

  Per General Manager *********************** "***************************** the return was being processed yesterday. So within 7 days progressive should receive the refund check"

  Customer Answer

  Date: 02/26/2023

   
  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:01/13/2023

  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 2018 Lexus serviced July 2022. There was damage to the hood of the vehicle that needed repairing. When I picked my vehicle up I wasn't informed it there was damaged. I noticed my driver seat was burned, my driver side door panel and there is a small knick on the console. I spoke with **** a manager, as well as the *** ******. They agreed they were responsible for the damages. They gave me a promissory note. I've reached out for months trying to get the issue resolved. The Issue has yet to be resolved. **** and ****** were either terminated or resigned shortly after my incident. I spoke to the new *** ****. He assured me it wouldn't be problem for the company to repair the damages. I have had no correspondence from anyone at the company since October.

  

  Business Response

  Date: 07/16/2024

  Per Director of Operations, ***************************: ""We attempted to service customers concerns, she already had an attorney involved. Our legal team took it to court and the company ended up paying customer $5,000. At that point, we no longer contacted her.""

• Initial Complaint

  Date:01/12/2023

  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.

  To whom It May ********* was in accident and 10/6/2022 at 10:30 pm in my MDX Acura 2016. Claim # is 000687690719D01. Policy # is ************. I chose Crash Champions in Plainfield as a repair because of its high ranking. I do truly regret and will never recommend it to anyone. My car is sitting in their shop for over 3 months. It is quite frustrating , I have family and my car insurance Allstate doesnt allow me to rent for more than 30 days. I spoke to many ppl at the office and they keep saying part is not there and we cant release the car. They relying on one vendor and not calling others to get seat belt. I am fine to get a part on my own and call separate vendors to see who has it.Why relying on one vendor for a part? What kind of customer service is that ?I cant survive without a car, I need my car ASAP. I have elderly parents and young kids. I need a car to do daily chores plus I cant afford to rent a car for 6 months or year. I even call ACURA and they expedite it but I cant wait any longer. It is my car. How can seat belt of ACURA MDX doesn't exist in the whole world , someone must have it. I do not understand, if you call 10 vendors , I am sure someone has it, Crash Champion did terrible job and just called one vendor and waiting. Please give me break on deductible to offset my rental, uber and other expense since All State only offered me one month rental car.Thank you,Frustrated ***** Please do one of the following and escalate this to Management:

  

  Business Response

  Date: 07/16/2024

  Per Director of Operations, *********************: ""Just wanted to follow up now that weve done some research. Neither GM *********************** or I were involved with this location at the time of these repairs. It appears that there was an issue sourcing the left front seat belt. However, the team ultimately located and ordered a seat belt from a dealership in ******** in February 2023 to complete the repairs. We should not be held responsible for the supply chain issues from the manufacturer and it does look like the team went above and beyond to complete these repairs. Unfortunately, there is not much that can be done here.""

• Initial Complaint

  Date:01/11/2023

  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.

  This repair shop has had my car for a week now with no communication or consent from me for any repairs. Progressive insurance , which I also filed a complaint because of the way Im being treated, sent my car here . Progressive reps *************** and ************************* are not helping me. They have my car with no communication or authorization. No one returns my calls or answers my questions. Progressive is looking for a cheap fix status post Allstate deeming my car a total loss. How is this ok? This has been going on since October 10th when the accident occurred. Why should I be liable for a rental when progressive has dragged their feet? I want my car repaired , if its repairable by a ******* certified shop with ******* origins parts not second hand after market parts.

  

  Business Response

  Date: 03/21/2023

  Hello ********* Erineal *****, 
  
  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:
  
  Based on the car remaining a total loss with both insurance companies, no repair were ever made to the car. Per General Manager ************************ 
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback. 

  Customer Answer

  Date: 03/21/2023

   
  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:01/04/2023

  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 took my car to crash Champions located in ******************* ******** ********** and October 16th 2022 to drop off my car for repairment turns out the car was considered a total loss I got to call the second day after dropping it off but the day I dropped it off I dropped off a check of $3,643 and I still have not received payment from them even though they didn't work on my car myself and insurance agent have contacted them I have also called the ***** number multiple times and have not received a call back the check got cashed as soon as I dropped off the car and it has now been over two and a half months of me trying to get my money back I call at least once a week and always get the same reply and nothing has been done to speed up the process of my problem I have been using someone else's car for the last two and a half months because I commute to work 2 hours a day daily I need this money as soon as possible in order for me to get a new car I would have really appreciate your assistance in possibly speeding up the process of this issue I am in high hopes of someone from your company returning my email and helping me out because I have been ignored for the last two and a half months I appreciate your time thank you

  

  Business Response

  Date: 03/21/2023

  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 processed the refund back to the insurance company on 1/10/23. It was deposited/cashed by ************************* on 1/17/23. ****** returned was $3,604.38. 
  I relayed that information to the customer last night prior to knowing about this complaint. I had been working with the customer to acquire this information for a good period of time. We were having some issues on our end because the person who issued the refund had moved on from the company. 
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback. 

• Initial Complaint

  Date:12/30/2022

  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.

  Service King in ************, ** has had my car for 3 months. Ive been given 6 different dates that my car would be ready. I even took time off work to pick up my car, because they said it would be ready on a specific date. *** spoken to the manager, ****, who has told me continuously that he would call me back. ****** said my car would be ready at noon on Friday for the sixth time. I showed up at 1:30 and she said that she never told me noon and that I would have to wait another 45 minutes. ****** began to argue with me and said its the mechanics fault and that they dont have control. I told her that her telling me my car would be ready 6 times and telling me they would call me back is in her control. ****** told me that there are plenty of other happy customers. I have yet to receive any kind of apology from the manager or their associates. This company has no regard for their customers and has made this process extremely difficult and inconvenient. I dont want anything to do with Service King or Crash Collisions ever again. I am writing my experience to warn other customers about this company. After finally getting my car back after 3 months and me calling every week for updates, my car still wasnt ready and still needs a pin stripe.

  

  Business Response

  Date: 07/16/2024

  Per General Manager, *****************************: ""I called and talked to ***************************, very nice lady. She did have her repair done at 260. When I couldnt find it in 187 databases started hunting for it. ****** was the writer who is no longer with the company had mishandled her customer and was rude to her. **** was just involved due to no manager at Lehigh at the time. She said she had forgotten about it. I told her that I just wanted to show some concern for her situation and help resolve it. She said she appreciates me calling and apologizing. They never did stripe it before she traded it in. PS. I would respond to BBB with the customer was called and the problem is not an issue with the customer anymore. On our part, it was during the changeover from Service to Crash and was causing some staffing issues I believe""

• Initial Complaint

  Date:12/01/2022

  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.

  My vehicle was dropped off for repair. Within 48 hours of being dropped off the vehicle was stolen from the lot. I'm filing a complaint because the company is not facilitating the process in an expedited fashion. I was informed that the security tapes were sent over to the insurance company for review however this has not happened, a week and a half after the incident. Because of this delay ************************ company is refusing to provide me with a rental vehicle. I cannot get to and from work, provide for my family without a vehicle.

  

  Business Response

  Date: 03/21/2023

  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:
  
  Reached out to customer on 2/7 for additional information regarding location, customer has not reached back out  
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback. 

• Initial Complaint

  Date:11/09/2022

  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.

  Regarding (Crash Champions located at ***********************************************************) Repair Order No. ********, as the Production Manager, *******************************, admitted in writing, (1) Crash Champions body shop caused damage to my car during the repair of the rear bumper scratch, (2) the paint job on the rear bumper was done unprofessionally leaving a noticeable chunk of paint on the bumper (**************** saw this and admitted it was done poorly.), and (3) an employee of Crash Champions joyrode my car beyond the scope of permission for a test drive if any. Especially, considering the initial damage for repair was a mere bumper scratch, Crash Champion's alleged test drive was unnecessary (A reputable body shop, Penske confirmed such test driving taken by Crash Champions was unnecessary.) and beyond the scope of permission for any necessary test driving if any, in that the Lexus Monitoring App shows 4 Harsh Braking, 4 Fast Acceleration, and 1 Harsh Cornering.All the documents - Penske's repair estimates, Rental car estimates, and Lexus Monitoring App screenshot were sent to Crash Champions by email.Therefore, I demand a total of $2.483.84 in damages ( $1,223.98 for the Repair of the damaged door and panel by your body shop, $759.86 for 10 days of Rental Car based on Penske's Estimate, and $500 for your "abusive" use of my car beyond the scope of the permission, if any.)

  

  Business Response

  Date: 03/21/2023

  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:
  
  emailed GM/Do on 2/7/ no response- emailed again today 2/20 - responded instructed not to engage 
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback. 

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 18381304
  
  I am rejecting this response because:
  

  What response?  No response?

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

• Initial Complaint

  Date:11/07/2022

  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 was in an accident in April. When I finally got the car back it was clear it was Illy repaired. I contacted my insurance and crash champions. I took the car to be reevaluated and my insurance reimbursed me for the repairs as the noted issues were listed as items that crash champions had fixed. I then recently took the car for an oil change. It was then I was told I had oil in my coolant resivouir and that my radiator had not been hooked up. When I looked at the itemized statement from crash champions it states they removed/replaced the radiator. I believe I was given an unsafe vehicle and one that should have been totaled out. I have been in contact with my insurance company numerous times. Also note I only heard from a claims adjuster once! I have been in contact with the ****** dealership to see what all was assessed when they looked at the car or if they just looked at the car from the viewpoint of my verbal complaints. Help.

  

  Business Response

  Date: 03/21/2023

  This letter is in response to the complaint filed by customer *****************************. We repaired Mrs. ******** vehicle for Allstate Ins. The vehicle was repaired properly. ****************** returned with an issue with the exhaust being louder than prior to the accident. We explained to her that the exhaust was on the other side of the vehicle away from the damages and that Allstate told us to take it to the dealer to find out if it is related to the claim. I spoke with the Allstate representative and they wanted us to contact ******************* to have us take the vehicle to the dealer for her. We made several attempts to reach ******************* but we never received a return call. This is the first time I am hearing of an issue after the fact. I have never received a call from ****************** either if there was an issue or not. We would be glad to do whatever we can to make ******************* happy if she would reach out to us and come in to the shop.
  
  Thank You *********************** Mgr. Crash Champions ******"
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback. 

• Initial Complaint

  Date:10/24/2022

  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, a 2015 KIA ******** was taken to Crash Champions as a result of a recent repair, done by Crash Champions, that resulted in my engine going bad. It was dropped off on 9/16/2022 and I was informed that the warranty I was given was expired, shop received my extended warranty info on 10/06/2022, called repeatedly for the last 2 weeks to confirm a claim and service man didn't respond. Finally responded on 10/20, **** said he would call to file the claim. As of today ,10/24 claim has not been filed and no call back from business.

  

  Business Response

  Date: 03/21/2023

  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 ********************* "Geico has authorized an engine replacement for this customer. Parts only. I am awaiting approval from my DO for instruction on the labor which the insurance company put on us to pay for."
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback.