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 Champion Collision

  10011 E Kellogg Dr Wichita, KS 67207-1901

• 

  Crash Champions

  10301 NW 50th St Ste 111 Sunrise, FL 33351-8009

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  Crash Champion Collision

  10322 Dransfeldt Rd Parker, CO 80134-4010

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  Crash Champions LLC

  East Hartford, CT 06108

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:10/23/2022

  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 has been in there shop since April 24th 2022. Repairs have yet to begin as of October 23rd 2022. After several attempts to work with situations which now I believe were lies. I just don't know what else to do. The repair finish date kept getting push back. I now believe I know why. My first contact at Crash Champions was a guy I only know by the name of *******. Note: back in June I received an email telling my vehicle was complete and shortly after that, maybe 5 minutes later I received another email tanking me for picking up my vehicle. So I quickly called them to find out what was going on and the explained it as a glitch in the system. But Ironically a few days later ******* was no longer with the company. It seems to me ******* had something to do with those two emails so he could get paid for the job before he left the company. Now my truck probably sits there because no one wants to do the repairs because someone else has been paid to do them already. Not even sure I trust the work to be done by Crash Champions for fear that it will just be thrown together to get rid of me and that's not cool. Especially since I do a lot of highway driving. I would actually like to seem them pay another company of my choice to do the repairs. And continue to pay for the rental until all repairs are finished

  

  Business Response

  Date: 04/28/2023

  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 ***************** that you visited to gather more information.

  Here is what we have learned and the steps that our team is taking:

  • This car is gone, and this ****et is under new management.

  • Unknown details on the occurrence of this, however things of that nature will NEVER happen as long as Im in the Market- Per Director Of Operations, **********************

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

  Thank you,

  ************************* Team Performance Coach National Support Center **************

  
  

• Initial Complaint

  Date:10/10/2022

  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.

  On 04/15/2022 I drove my car to ************************************* in *********** ********** as instructed by Geico to repair my car I had an appointment but waited around ******************************************************************************* the customer seating area.***************************** did the inspection on my 2013 ****** Prius as I informed her about the accident and explained the area of impact which was the front wheel on the passenger side. The inspection was completed for the body, and tire and wheel only at this time and I was informed that they would add on anything else that they find damaged and inform me by text. I was also given a repair time of a week.It went a weekend and a day or two past the planned repair time, because they had a hard time getting a door replacement.Im pretty sure that I picked up my car on 04/26/2022. When I arrived ******* was busy and asked me to wait until she was finished with a customer that she was with at the moment and I agreed. A half an hour went by and it was about closing time, so a male employee took over and got my car from the repair garage. He parked it out front and we began to inspect the car. I informed him immediately that the HYBRID logo was missing on passenger side of my car and he found and fixed it.I signed paperwork and paid $500 deductible and left.After getting car back the power windows would not go up or down, my GPS display was flashing day to night mode, a clunking sound was coming from the passenger side front wheel , there was a piece of trim missing and back bumper had a gap on one side. I called and informed ******* and she asked me to come by. took car in 05/16 and she told me they would order the trim and reclip the bumper when parts arrived and manager would contact me about clunking noise. Took car in on 6/8 and 6/14 and was informed strut was bad.I have not received contact so I called 09/28 and I was told ***** would get back to me its 10/10 now and still have not been contacted.

  Customer Answer

  Date: 04/25/2023

   
  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:09/18/2022

  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.

  I dropped my car at Crash Champions at ******************************* in ************. On 09/09/22, I got a text message that my car will be repaired by 09/16/22 by 4 PM. After that I got 4 text messages on different days confirming that the vehicle is on track to be completed by that deadline. In addition I called the location at 2 pm on 09/16/22 and was told that car will be ready to pick up by 4 PM. After some time, I got a phone call from *** who claimed that the car will not be completed until next week. *** accepted that they made a mistake and was rude and behaved like he was fixing my vehicle for charity. I do not have rental reimbursement on my policy. And now I had to pay for another 5 days of rental due to the false messages sent by the business.

  

  Business Response

  Date: 04/28/2023

  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 ***************** that you visited to gather more information.

  Here is what we have learned and the steps that our team is taking:

    Miscommunication regarding repair in which we provided an apology for.

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

  Thank you,

  ************************* Team Performance Coach National Support Center **************

  
  

• Initial Complaint

  Date:09/06/2022

  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.

  I brought my car for collision repair to Crash Champions on June 9, 2022 and they promised to fix it right away. Ive been calling them every week since July for update but they ************** that it'll be ready next week then just bunch of promises that is not happening. Bottom line is my car is still there and it's almost 3 months.

  

  Business Response

  Date: 09/15/2022

  Hello **************

  
  Thank you for reaching out about your 2013 ******** **** E-350.  I have read the notes in your repair order and also spoken with your Service Advisor ***********************.   The notes indicate that the vehicle arrived on 6/14/2022 under a claim with Geico with you as the Claimant.  Parts were ordered right away with only an adhesive kit on back order.  Unfortunately once the vehicle was disassembled further it was stated that there was additional damage.  ***** was advised and discussed with you that they were not going to approve more then the $7377.00 as it would total the vehicle.  Any additional repairs would be out of pocket for you.  ***** advised me that there was work done on your vehicle to help you as a courtesy.  He also advised me that they paid for a week of rental as a goodwill courtesy before you picked up your vehicle.  I do apologize for any inconvenience you may have gone through although I believe ***** and the ************* Crash Champions went above and beyond to make sure you were able to maintain your vehicle.  

• Initial Complaint

  Date:09/06/2022

  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.

  I got in a car accident on 7/2. I was told I could take my car there on 7/18 for repairs.I called on 7/21 and I was told my car wasn't there and they didn't know why, they actually ended up telling the car towing company no.They said to have him come back, and I called on 7/25 and they told me again it wasn't there and the towing company said they got denied. The car finally got there on 7/25. That is 10 days after so no parts were ordered till 7/25.I talked to ***** there (no longer there) and parts were ordered and on two parts were on backordered the first week of August. I called back mid August and still on backorder. I called back again and talked to someone else and learned they didn't even order several of the parts because they just didn't do it. I told **** i would order them from the manufacturer as they had them in stock but his company lacked on ordering them. (they gave me the part #'s)This has delayed my car getting done and it is still not done. They have told me they won't pay for my rental car over anything the insurance paid. I have tried calling the corporate office but the operator never answers and their chat on their site, they just say oh they will contact you and never do. I have been told my car won't be done till mid-september possibly and they really don't know.I would like them to cover the cost of my car rental and I do have receipts.

  

  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:
  
  Major delays were waiting for vehicle to arrive from tow yard and waiting for parts to arrive to begin majority of repairs.  Finding additional damage on a large repair is normal during the course of a repair.  We do not pay for parts delays as this is a Nationwide problem.  We used a highly reputable vendor in ****************** to source the parts. Per Direct of Operations ******************** 
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback. 

• Initial Complaint

  Date:08/30/2022

  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.

  6/21/22 my vehicle was taking to Crash Champions in *********** ******** ************************************************************************************************ phone number of business is ************** countless times they have told me multiple stories on my wifes and my vehicle no direct answers. I have stopped in the shop 2-3 times to get status updates or possibly loaner vehicle they can provide since at fault drivers insurance carrier did not provide this in their policy and I had to go through my policy to accommodate for this my policy would only allow 30 days or up to 600 dollars. I talked with manager over phone numerous times to accommodate me and my wife for loaner because they still have possession of our vehicle they said they give us a loaner they have available early last week and this week and now are avoiding our calls and e-mails from this matter I have even reached to the corporate office which has told me the same thing they will have a loaner vehicle for us but have not fulfilled this matter its been 3 weeks and still nothing and my vehicle is at Midas now waiting for more parts that it needs because body shop has failed to tell me exactly what it needs done till I spoke with Midas mechanic and found out the part is on back order. This issue has caused so much stress and aggravation for my wife and myself from Crash Champions we feel we have not been told the truth and honesty about what has been going on and are being told incorrect information of this process.

  

  Business Response

  Date: 08/31/2022

  Hello **************

   

  We received your complaint from the Better Business Bureau and do apologize for any stress or aggravation you have encountered.  I have spoken with the Manager ******************* and reviewed all the notes in the file concerning the repairs on your ******************** Boss.  I show your vehicle arrived on 7/7/22 and repairs were actually completed on 7/15/22.  During the test drive .. it was noticed that there were dash lights on and a loud noise from the vehicle.  The truck was brought to Midas for diagnosis where they indicated the vehicle needed an axle assembly.  The axle assembly was ordered right away only to be advised that it was on back order with no ETA available.  There was a miscommunication during this time when you called the dealership and was told that the axle was available.  The dealership manager did reach out to you to discuss that it was their error and that we have been truthful with you about the axle assembly on back order.  In regards to the Loaner vehicle... a few of our shops have loaner vehicles available for customers to use when necessary... however there are only a few vehicles and people are put on a wait list for them.  We were able to get you into a loaner vehicle yesterday once it became available for use.  I understand that being without your vehicle is a hardship and i am happy we were able to get the loaner vehicle for you to use while we wait for your axle assembly to arrive.  We will continue to keep you updated concerning the axle and completion of your vehicle.  

  Sincerely,

  ********************************* - Crash Champions ************* Representative

• Initial Complaint

  Date:07/29/2022

  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.

  My car was damaged by a tree during a storm on August 11, 2021. The damage consisted of dents and scratches with the top of our hood being the most damaged. We took our car to Crash Champions in Plainfield because they had great reviews and a friend recommended them. Unfortunately, the repairs did not reflect an expert technician's work. We took the car back because they have a lifetime warranty if the work is not done satisfactorily. They had an appointment available in February 2022 due to COVID-19 issues. We took the car back in and showed them all the damages that had to be fixed. They assured us that all repairs would be taken care of and apologized for the poor work performed previously. We picked up the car after the second attempt at repairing further damage they had caused. (paint was ruffled (not smooth), the car was buffed and the paint was burned in several areas. My car has a glass top and the material they added to repair has been chipping. When we picked up the car, the damage they were to repair was still present. We let them know that the repairs were not yet completed and **** an employee said he would make sure we could get an appointment to have the issues resolved. We took the car in the third time and a new manager *** apologize for the many times we had been back and assured us that the repairs would be done. Unfortunately, we picked up our car once more and the repairs are not yet resolved. Now they are not answering our calls. We stopped by today and we were told the policies have changed and we need to pay for additional repairs. However, they caused the damage and their website still has a lifetime warranty advertised. We want our car back to its original state. We take pride in our cars being well taken care of and we want them to repair it professionally. Our insurance paid over $7000 for a job not well done. We want a loaner car while they repair the damage to our car. Please help us.

  

  Business Response

  Date: 09/28/2022

  Mr. and *****************

   

  Thank you for reaching out about your 2015 Dodge Charger.  It appears your claim came into the shop under a State Farm claim on August 23rd.  I have spoken with ******************* the Service Advisor with your claim and reviewed the files in our system.  **** stated that they repaired the vehicle per the insurance claim and actually repaired additional prior unrelated damage including rock chips as a customer courtesy.  State Farm did approve additional work on the vehicle which was completed.  **************** discussed orange peel on the deck lid and was told to call when he was bringing the vehicle back for buffing back in March and has not made that appointment as of this time.  Service Advisor ******************* also stated that part of the complaint was for rock chips that was brought up 6 months after vehicle was picked up and we are not approved by insurance for repairing those.  The shop would need your vehicle for 1 2 days to take care of the decklid.  Please contact the shop to make that appointment.

   

   

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

  Customer Care Representative

  Customer Answer

  Date: 10/03/2022

   
  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. However, their response is not entirely honest. They promised a loaner car while the car was being repaired. We waited for them to call us when they had a loaner available and they have been stalling for months. We stopped by the business a couple of times and **** said he would call us when his manager approved the repairs. We have waited for months and have not heard from anyone at Crash Champions. We will call them for an appointment and hopefully the damage done with the buffing and the poor job on the roof will be repaired professionally. 

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

• Initial Complaint

  Date:07/22/2022

  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.

  Picked up my 7/20/2022 and Upset that job was not entirely completed properly after a 15 day wait. Bumper and front end currently looks horrible. As they removed bumper cover to begin repairs they broke off the other side which I guess was a prior accident repair from before I purchased my car. I was told a s**** and bon-do was holding bumper in place priorly. Even though prior repairs were unprofessional per manager it was still unnoticeable and aligned properly which made **********. I have pictures to prove prior damage was unnoticeable. My car was taken to Crash Champions with right side aligned properly and current accident was on left side. Manager stated as they removed bumper they were not able to realign bumper when they went to replace cover correctly then began showing me of other repairs done unprofessionally but instead of calling me or correcting the entire front end to make it all even they decided to continue repairs leaving front bumper still unaligned and uneven, horrible. They charged my insurance over $2000 for repairs and I still have same auto body parts like bumper, headlamp and fog lamp. Repair of a New tire, resurfaced rim and a few new suspension parts replaced couldnt be over $2000. If they knew or realized they could not take off bumper because of prior repairs (screws) to right side instead of taking it off forcefully they should have called me so that I could take to another bodyshop. I never received a call but just a text from ***************** stating fenders will not be touched. 1 day later after picking up my car. I took to another reputable bodyshop for a 2nd opinion. They stated that yes incident I had caused left side damage and being that it bent suspension parts it is indicative that would have also been the reason why the front end frame swayed to the left or down causing the misalignment of the bumper cover upon completion. The new bodyshop manually showed me by lifting bumper cover that it fits correctly.

  

  Business Response

  Date: 07/27/2022

  Hello **************, 

  On 7/1/22 your 2015 ****** Rav4 was towed to our Countryside Crash Champions under a Geico claim.   Our notes indicate that on 7/1 you spoke with ************************* asking if the right side quarter panel could be included as part of the loss.  Point of impact was on left front of vehicle.  On 7/6/22  we received a text from you indicating that you knew about the prior repair and guessed it was a temporary fix.  We advised you to speak with Geico adjuster about the prior repairs which was filled with bondo and drywall screws.  On 7/7/22  Geico denied repairing pre-existing poor repairs to the vehicle.  Repairs to claimed damages with Geico continued and completed.  When arriving on 7/20/22 you reviewed the repairs and requested to leave the vehicle and were contacting Geico to discuss.  Geico adjuster ******************* reviewed the repairs in person and denied repairing previous poor repairs as part of the impact to the left front.  General Manager *********************** discussed with you what it would cost to repair previous work so that gaps would fit properly however due to internal damages the cost would be significant.  Our Director of Operations ********************* also discussed the repairs with you and you seemed to understand Geico and Crash Champions position.  We understand that you were understanding of the situation until you took it to another body shop where they told you it could of been caused by the impact on the other side of the vehicle.  Unfortunately,  that would be something you would need to bring to your insurance company as we are only able to repair what the insurance company approves.