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, 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:04/15/2025

  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 repaired my vehicle, a 2023 ****** Kicks (front bumper replacement/repair) that was in an accident in October 2024. After the repair and painting, the vehicle was damaged during the cleaning process. On November 4th, Crash Champions informed me that will order a new front grill and call me when available. I've called every few weeks to get a status update, but "THEY" continue to say that the part is still back-ordered. This is ironic because I can ****** the specific part and have it sent to me in a matter of days. I recently had a repair shop give me an estimate and within 3-day's they'll have the specific part. I believe Crash Champions is trying to deceive me and does not want to incur the expense of having to pay for additional damage that they *********** to order front grill:************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  

  Business Response

  Date: 04/17/2025

  Per General Manager, **** ****: "I spoke with Ms. ****** (alias CRGJY) from State Farm, and she approved the ordering of a new grille, as the chrome piece is only available with the complete grille assembly. The part has been ordered through Hawk and is expected to arrive on 04/17, although this is not guaranteed.
  I left a voicemail for Mr. ***** informing him that the grille is anticipated to arrive tomorrow. The shop will contact the customer as soon as the part is received.
  Please note, I previously attempted to order the grille through multiple ****** dealerships, but it has been on backorder for several months. **** was the only supplier with one in stock, which we were able to secureagain, with no guarantee.
  The customer has previously given the shop a positive survey, and we want to ensure their continued satisfaction. We will reach out immediately once the part is in hand, though we remain dependent on our vendors ability to deliver as expected."

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23209268
  
  I am rejecting this response because:

  I received a call on Thursday (4/17) from ****** (Crash Champions) that they have the grill and I can come-in on Friday to have it replaced. I called Friday to schedule an appointment and as I expected, the representative (******) told me the replacement grill isnt available, but they should have it on Thursday (4/24).  Once again I am given the runaround. Im not sure whom to believe or what to believe. It may be best that Crash Champions send me payment for replacing the grill and I can go to another company

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/01/2025

  Per Director of Operations, **** ******: " Good morning! This problem has been resolved. We installed a brand-new grille. State Farm approved to bill them for it. The car is done and gone. Sorry for the delayed response.
  
  Thanks,
  
  ****"

• Initial Complaint

  Date:04/02/2025

  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.

  A few months ago, my parked car was hit by my neighbor, and I trusted Crash Champions to repair the damage. After they had my car for two months, I picked it up, excited to finally have it back. Since I was inexperienced with body shops, I didnt think to check everything thoroughly before leaving, especially the parts of my car that had been working previous to me dropping it off. A day or so later, I realized my mirror adjustment buttons werent working properly, even though they were perfectly fine before. When I called Crash Champions, I was met with an arrogant well, it was working when you left response, but they agreed to check it out. What followed was a frustrating cycle of bringing my car in, waiting hours, and being told the wrong parts were orderedthree separate times. Eventually, I was informed that the original technician had installed a junkyard door without transferring my working wiring, and that he was let go for poor work. After failing to fix the issue, Crash Champions referred me to a dealership and promised to cover the cost. The dealership determined both mirrors needed replacement, totaling $2,800. However, once Crash Champions saw the price, they backtrackedfirst saying they would order the parts themselves, then later emailing me that they would not cover the repair, blaming a supposed issue with my cars make and model. This experience has been disgusting and exhausting. They wasted months of my time, admitted their technician was careless, and still refused to take responsibility. I have been patient and polite throughout this process, but it is clear that this company prioritizes saving money over doing the right thing. I trusted them to do their job, and instead, they wasted my time, gave me the runaround, and ultimately tried to ***** responsibility. The fact that they admitted their employee made careless mistakes and then still tried to deny responsibility is infuriating. I want them to pay to have my car fixed properly.

  

  Business Response

  Date: 04/02/2025

  Per General Manager ******* ******** " Ro was ********* for the insurance claim portion of this repair.A lot of what he mentioned is correct except the part that if anything found at the dealer was related to the accident, we would cover the repairs.He went to dealer got diagnostic work performed and they stated that he needs 2 mirror actuators replaced for both sides.
  #1 We never touched the right door
  #2 there is a TSB # **-BE-009 dated August 20** that is for this identical issue the customer is having.
  We would be happy to pay if it was our problem unfortunately this is a common issue on these cars.
  Please see attached TSB on his issue.

• Initial Complaint

  Date:03/28/2025

  Type:Product 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 car repaired at Crash Champions in September 2024. While driving in March 2025, the rear bumper cover flew off. (The bumper was the main piece repaired). We were fortunate that the cover did not hit another vehicle. It was caught on something under the bumper and was scraping the highway before flying off. My husband thought he had been hit from behind by the noise, cars were honking at him motioning to the bumper cover being in the highway. When my husband took the car back to Crash Champions, the store manager, *********, stated that it was his opinion the cover did not just fly off that it had been a result of negligence on our part. I called the **************** and complained and no one responded. The work was not done properly and the cover flew off because it was not secured properly by Crash Champions. It is unethical and totally unacceptable for anyone to make a decision without facts. I expect the warranty to be honored.

  

  Business Response

  Date: 03/28/2025

  Per General Manager, ****** *********:"Good afternoon!
  
  By looking at the rebar that was replaced at our location there appears to possibly be new damage.  That is not something that would have occurred if the bumper fell off. The mounting points on the bumper appear to be intact, while the bumper itself is ripped in multiple places (see photos).The taillamp above the rear bumper on the right hand side also has damage.Along with that, the wheelhouse liner on the driver side rear appears to be ripped, implying that something had to have occurred at one point or another. I explained to them that it is not simply that we do not want to help them, it is just that we cannot justify it.
  
  I have reviewed this file with my director, ****** ****, along with an Allstate GHRN Administrator, ********* *******, and we are in agreeance with our stance on the matter. "

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23114641
  
  I am rejecting this response because:
  We did not have an accident, we were driving when the bumper cover came off. The tail light has nothing to do with the bumper cover. We have no reason to falsify any information, Im a Registered Nurse and giving false information on an insurance claim is fraudulent and would affect my license. I do not have an answer as to why the bumper cover came off while driving, I can only say it did. We have no insurance claims or accident reports for rear end collision, the only accident is the one with the insured of Allstate. 
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 04/08/2025

  We are not saying they were involved in another wreck but simply stating there is damage to the rear end rebar which would indicate that something had to have happen at some point. Something had to have made contact with the rear to cause that which would also cause the damage to the bumper. 

• Initial Complaint

  Date:03/26/2025

  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 wife car been a accident and I called my insurance to summit the claim and they send me to this shop repair crash champion at ******* so they had the car to get fix which they did but week later car start having problems mechanical and I took the car to the dealer ship so they fix replacing the battery but few days later the car it wont not start again so I bring the car back to dealership and they ask me if the car it been a accident before so I said yes so the service manager tell me o not they did not did a good job on the car so not is cost me more money and aggravated for me and my family. 

  

  Business Response

  Date: 04/02/2025

  Per General Manager **** ******* "I spoke to ****** at Allstate on this matter right now. He was able to obtain a copy of the dealers findings and nothing suggest it is related to the repairs we did here at the shop.Vehicle was bought used and looks like these problems might have been there before. They found electrical wiring issues under the dashboard and vehicle is having all types of problems. ****** said he will deal with the customer and ********************** has nothing to worry about. "

• Initial Complaint

  Date:03/21/2025

  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 2024 vehicle to Crash Champions (*****************, *******) following a covered insurance incident involving paint damage from snowplow debris. Before drop-off, I called twice to confirm repairs would take 34 days. On drop-off day, I confirmed the same timeline twice with the on-site estimator, and again the next day by phone. Despite these repeated assurances, I was informed the Thursday before my expected pickup that the timeline had changed. It was pushed to the following Monday or Tuesday, then again into the middle of the next week, resulting in nearly two weeks in the shop for paint repairwith no body damage involved.I was also told that a substantial portion of the repair would not be covered by insurance, based solely on marketing photos from an online listing. These images are undated, not taken for inspection purposes, and are not considered valid proof under Wisconsin insurance regulations, where my policy originates. The estimator also declined to include OEM-standard blending, despite acknowledging it was necessary to restore the vehicle properly. Their refusal contradicts basic repair standards and my insurance company's own guarantee to return vehicles to pre-loss condition.Importantly, this damage incident was witnessed by others, and the new paint damage is clearly distinguishable.The individual I dealt with on 3/21 was rude, dismissive, and was unable to justify or support his decisions on a factual basis. Frankly, he made it up. Crash Champions conduct reflects material misrepresentation, unsupported denial of necessary repairs that violate both law and policy, repeated failure to honor time commitments, and disregard for proper claims handling standards. I am now facing nearly $2,000 out of pocket and significant inconvenience.I disregarded this company's poor online reputation due to my insurer assuring me my claim and repair process would be easy and seamless. I urge you to do your research and not repeat my mistake.

  

  Business Response

  Date: 03/26/2025

  Per ***** ****, Director of Operations: " Good morning,
  
  I spoke to the ** regarding this complaint yesterday and although the complaint is directed at us, his problem is with Progressive.
  
  The customer tried to claim all dents, dings and scratches around the vehicle on one claim but Progressive denied it. His claim of all damage being related was the reason for the delay as well. The vehicle arrived on Monday 3/17 and we did not get the approval to move forward with the repair until Wednesday 3/19. 
  
  The self pay estimate that was written and ultimately was approved by the customer to move forward. We discounted the estimate to help the cause but I guess no good deed goes unpunished.
  
  Unfortunately, from what I can see and have heard, the customers expectations were not aligned with his insurance policy which caused all of the issues he made a complaint about.
  
  The customer picked up today and stated he is going to rescind his BBB complaint and shift it to Progressive. As far as I know the customer is happy with the repairs and no further issues exist.
  
  Thanks, " 

• Initial Complaint

  Date:03/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called at 230 and made an appointment for an estimate for 4 pm that same day. Upon arrival with my vehicle having been towed to the location I was asked to wait in the lobby. They finally finished me estimate around 445 at a price that was way higher than I was prepared for and decided not to get the work at the time. At this point they inform me that since they close at 5, I will have to leave my car there for the night for a fee of $175. They apparently did have a tow truck but that it was busy at the time (even though they were closing). There was zero mention of this fee up until I had no choice but to leave it there as AAA couldnt get to us in time. Regardless, I paid $100 for a tow who did not make it in time (of course) at which point I was forced to pay $175 to leave it there against my wishes with no other options. This is such a set-up/scam. There should be mention of this if theyre going to be taking late appointments

  

  Business Response

  Date: 03/19/2025

  Per General Manager, **** ********: " Good afternoon,
  
  
  Owner stated she would stop by for an estimate. She never stated her vehicle would be towed in. Vehicle was towed in without the shops knowledge until it arrived. We prepared an estimate with all oem parts as per shops policy on all out-of-pocket estimates. Owner was presented estimate and refused work. Since vehicle was towed in shop had to charge storage fee for the night. We are more than happy to take in late appointments if vehicle are drivable. " 

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23087956
  
  I am rejecting this response because:

  I informed the receptionist that my car had been in an accident. I would assume a great deal of your customers' cars are towed in- with such a large fee attached to "storage" and literally no other option but to store at that hour, such a fee should be mentioned when making said late appointment. I was not informed of this fee until it was too late to do anything else but store my car overnight. The female who "helped" me was aware of my car having been towed before I even arrived and yet still the fee wasn't mentioned until 15 minutes until close.  That is unacceptable and screams scam. 

  s cars 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/26/2025

  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 **** ********: "We do get a great deal of cars towed in, but they are approved to start repairs not for an estimate only.Owner informed receptionist vehicle was in and accident not that her vehicle was not drivable and that it would be towed in."
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback.
  
  Thank you,

• Initial Complaint

  Date:03/18/2025

  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.

  It has now been a month since my accident, and despite their assurances, Crash Champions has continuously delayed the repair process. They initially provided me with a scheduled pickup date, but when that date arrived, they failed to contact me about an issue that arose, further extending the delay. In addition, they did not even begin the repair work until the following Tuesdayfar later than originally promised. Again i wasnt contacted and had to personally call them to ask about it. It has become clear that the process was intentionally delayed, as they repeatedly failed to provide clear updates and kept pushing back the completion date without reasonable **************** a result of their delays, I have been forced to make car payments on a vehicle that has been in their possession this entire time. Their failure to complete the repairs in a timely manner has caused me undue financial stress, in addition to the frustration of being without my car for an extended period.I am requesting immediate action, including a firm and accurate completion date for my vehicle, along with a detailed explanation of why my repair was delayed. Additionally, I ask that Crash Champions be held accountable for their lack of professionalism and poor service to ensure this does not happen to future customers.I would appreciate the ********************* assistance in addressing this matter. Please let me know if any additional information is needed to support my complaint.

  

  Business Response

  Date: 03/19/2025

  Per General Manager, **** ******: " Hello, I do know about this vehicle due to the extent of the tail end of the repairs.
  
  We had the vehicle dropped off on a Monday 2/10. We had it torn down and pending progressive approval by Tuesday afternoon. The parts did not arrive till the week of 2/18-2/24 which kept us in line for the original delivery date of 3/14. We were on track for completion on Friday when our technician slipped and scratched the freshly painted fender. Progressive was in communication with our estimator at that moment and Progressive then called and notified the customer of the mishap before we had the chance to as the advisor was delivering another vehicle. When he returned from outside the customer was on the line and we notified her as well that yes, we did scratch it but with a mutual agreement with progressive we would take care of the remainder of the rental that progressive was not wanting to pay to ensure the fee did not go towards the customer. The notes made in *** indicate that majority of our update calls going out were sent to voicemail with no return call. All efforts have been made to meet the original completion date and I do feel that the mishap at our hand has not been denied and financial assistance has been made to the best of our ability for the customer as well. " 

  Customer Answer

  Date: 03/19/2025

   
  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. Although not sure why you added in that your calls were going to voicemail as that has nothing to do with the mistakes made on your end. Those calls were simply to update me on progress of the car. The day i was supposed to get the car back, which was Friday, i called at 4:04 PM 1 hour before you close and that is how i got the information that your technician had dropped the part. I am 100% sure no one wouldve informed me of the issue if I didnt personally make that call. Same thing happened on Monday. Zero communication that my car wasnt started until i called to inquire. Also every review says this business has issues with communication, so nice try! Next time DO BETTER. Thanks.
  
  Sincerely,
  
  ***** Saavedra 

• Initial Complaint

  Date:03/18/2025

  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 place has parted out the problem delaying the delivery of the car and causing excessive rental fees to accrue.

  

  Business Response

  Date: 03/19/2025

  Per General Manager ****** ***** " The vehicle arrived with damage to both right side wheels and the front suspension. The wheels and tires are non-standard, and unfortunately, we do not have a spare or a "gunni" wheel that fits this vehicle. We initially sent the right front wheel for repair, but it was deemed irreparable. As a result, we ordered a replacement wheel, which was sourced from out of state.
  By the time the wheel arrived, the suspension parts were in,but both of the available lifts were occupied and the vehicle was on **** stands and not mobile. The vehicle is now on the lift, with the front suspension completely removed. During the disassembly, we discovered a design change to the engine cradle, which requires the replacement of all cradle bolts. These new bolts are scheduled to arrive at the shop by 3/21.
  
  Additionally, the right rear wheel has been sent off for repair.
  
  Please note that this is a unique vehicle, with parts that are not readily available or quickly sourced."
  

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The bumper and grill that was to be replaced while in the care of this facility for three months was substandard and the finished product was mediocre. The bumper as gaps all the way around, the grill was damaged while be placed onto the vehicle, the bottom part under the car that's supposed to s**** down is hanging so I have to keep putting it back up somehow to keep it from dragging on the ground, the light fixture isn't placed on flushed to the bumper and my car was damaged more while in this place. When I obtained my vehicle I had to go right back because of the extent my vehicle was in and was told it would be taken care of only to be put off again. My car was in this place for three months only to have it thrown together the day before I picked it up? Now it's month four and I still have not had sufficient contact with the new general manager who told the adjuster and myself he fix this on going problem, only to brush me off after they were already paid for this horrible job! I would like restitution for the wrong that has been done and have this issue rectified.

  

  Business Response

  Date: 03/24/2025

  Per General Manager, **** ******: " I have left the customer a V/M to review their concerns" 

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23080086
  
  I am rejecting this response because: I was contacted to set a date of the 31st and stated to the general manager that I'd be in touch once I can again take time off or ask someone if they would be available to take the vehicle back the this place of business so that the work could be done adequately and thoroughly checked so there is NO MORE room for error or mediocre work.

  Sincerely
  
  ******** *******

  

  Business Response

  Date: 03/25/2025

  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, **** ******, Crash Champions is addressing Kenyattas concerns, and they are scheduled to drop off their vehicle for further inspection at our *********** location.
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback.
  
  Thank you, 

• Initial Complaint

  Date:03/17/2025

  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 found the company Crash Champions online and thought it would be a great place to take my vehicle because it's a big company, I thought it would be a great experience, but it turned out to be the opposite. On February 16th I went to the location of *******************************************************************, I was very humble and kind when approaching the receptionist. My first encounter with the receptionist was unpleasant. I didn't feel welcome. The receptionist's body language and facial expression displayed annoyance, I was uncomfortable with her attitude, I thought to myself I need my car fixed, its minor damage and the location is convenient for me. When I picked up my vehicle around 10:30am March 14th I then drove into another parking lot not to far to check my vehicle and i notice a warning light coming on and my right tail light was not working so i return and I spoke very politely and stated my right tail light isn't working, my car had noticeable scratches on the trunk of the car and my driver seat had further damage to it. He stated it didn't come from them, but he did fix my taillight. I was in fear the whole time I was in contact with them both, the receptionist and *****. I left the location around 12:30pm Then my left tire in the back flew off my car around 1:30pm. I immediately called the location to talk to the manager *****. He didn't seem apologetic. It took 3 hours for the tow truck to get to me. My experience was daunting. I was so hurt, and I truly feel like I was sabotaged, and my car was tampered with. I just purchased my car 5 months ago and got new tire. I felt they were antagonizing me the whole time when I was encountering them. I didn't deserve what happened to me. I am a great person. The treatment I received was unfair. 

  

  Business Response

  Date: 03/19/2025

  Per General Manager ********* ***** and Director of Operations ******* ***** "
  I will try to address all her complaints to the best of my ability. Firstly, when she picked up and returned her complaint was on the opposite side from the claim. As a courtesy we took a look at her right rear taillight and it looked like her wires had a fray in them, so we rewired the taillight, reinstalled it and insured it worked, all free of charge. She then complained of scratches throughout her vehicle, her trunk specially, that she felt we did at our location; we walked the car with her and told her that her vehicle just has small scratches that were visible in the check in photos and wouldnt be something we did at our location. She was very adamant that she had just gotten her car recently and that it was brand new, and the scratches werent there, I told her I would be happy to buff her trunk free of charge. It wouldnt be perfect, but it would look a lot better,and she declined. She took her vehicle and left upset. She called a few hours later audibly upset and crying, saying she had hit something and that her rim flew off and that she wants us to buy her new tires because she had just purchased the ones currently on the vehicle and that they wouldve only failed if some had tampered with her vehicle. I told her that if she had hit something it would be considered new damage that I was not responsible for, we did no mechanical labor on this claim and never even removed the rim so there is nothing we couldve done that would cause her rim to fly off. After she calmed down a bit more, she explained her rim hadnt flown off, but her tire had flown off. After I understood the situation more, I again told her that since she had hit something I wouldnt be able to replace her tire since this out of the scope of our warranty. She immediately became irate and said that she never said she had hit something and that I miss heard her, and that we mustve tampered with her vehicle. Hearing how upset and scared she was I offered to tow her vehicle from ****** back to my location so I can inspect it,unfortunately it was late on a Friday, so Nexus Towing took a few hours to get to her, but this was out of my control traffic on Fridays in *** is exceptionally heavy. Her vehicle came in late Friday, and I drove in Saturday to inspect it. It was clear she had hit something large, her right rear suspension was all damaged and there was clear damage to the underside of her vehicle. I tried calling her, but her phone went straight to voicemail and her mailbox was full. On Monday morning she came in very upset wanting to know how fast we would have four tires on her vehicle. I explained that I had inspected the car on Saturday, and that I found that she had hit something, and this would not be anything I can cover under our warranty since this is new damage,damage that has nothing to do with the repair that we had done. I walked her to the car and showed her the damage and she claimed we had sabotaged her vehicle to fail and that we owed for it. As a courtesy I put her spare on, inflated it because it was flat and put her damaged rim in the trunk. Me and the technician did this while being filmed and verbally harassed for being unprofessional and saboteurs, after we finished, she took her keys and left.  
  
  I feel like I, and the location, went out of our way to help her even while she was being unreasonable and verbally combative with everyone in the front office. I rewired a taillight we never touched during the repair free of charge, paid for a tow from ****** to ********** *****, almost $400, installed her spare and even inflated the tire, again at no cost to her. Unfortunately, she will only be happy with the purchase of four new tires, which I cannot do. Below are pictures of the damages sustained from her hitting something. As you can see it is clear she hit something, it left a large hole in the undercarriage of the vehicle. I also told her, even if I was to buy her new tires, her suspension and damage to the floor pan is what is far more concerning. "

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23078764
  
  I am rejecting this response because: The ****** ********* has made false claim about my response on Monday. The conversation I had with the company is on a recorded line. I would like ********* to show proof that I stated I hit an object. I was not rude but was asking question they have camera in the lobby and all calls has been recorded, I would like Chistian to provide evidence of my rude behavior and the phone calls. I never stated I hit an object, that is most ridiculous thing Christian could have said, furthermore, him accusing me of asking for the company to pay for 4 tires is untrue. Chirstian has told many lies and i have recorded our conversation on Monday. I Have contacted cooperate and I have left voicemails about my concern and via email and have not heard back from the regional manager. I was on the freeway when my had a warning light came on and had to make a quick exit before my tire flew off, this incident occurred within 1 hour of leaving Crash champion, I did not make contact with any object. Monday, after buying a *************************************************************************** underneath my hood, they know my car all too well. they also stated a bad suspension would not allow a tire to fly off.  I have recording video on my phone of ********* being so careless about the situation on Monday. I was not rude at all but frustrated because I'm a good human being and I didn't deserve what happen to me. I was so kind to all staff throughout the process. I'm an educated women who is obtain a bachelor in sociology which means I'm a very reasonable person. I have emotional intelligence and is honest. ********* told many lies his statement and its very disappointing. Crash champion has proven they are practicing unethical business practices, misleading communications fraudulent behavior. Somehow it won't allow me to upload the conversation we had on Monday to my computer, but I have the files in my phone.
  Sincerely,
  
  Louranza ********

  

  Business Response

  Date: 03/27/2025

  Per ******* ******, Director of Operations :"To whom it may concern,
  
  Ms. ******** had her vehicle repaired at our ********** location.  After she left she called the shop and stated that her tire flew off the rim.  The manager at the shop immediately sent a tow truck to pick up the car so we could check it for any workmanship errors.  Once the vehicle was back at the shop the staff noticed some damage the floor and the rim and suspension that were caused by a blow out or hitting something in the road.  It punctured the floor in the rear of the vehicle. 
  
  The area we repaired on the vehicle was on that same side but there was no damage to the floor or the wheel/tire on the left rear.  There are photos in our file to show this.
  
  The called the insurance company that was handling her original claim and they denied the other repairs as well.
  
  I called Ms. ******** after receiving her complaint and set up a meeting with her at one of our other locations in ************ for 3/26 at 10am.  She agreed to meet me there so I could inspect and see if there was anything the shop may have missed. She did not show up and has still not returned my phone call.
  
  Her claims that we tampered with anything and treated her poorly are false and unjustified. 
  
  Last voice mail I left her was yesterday to call me back and reschedule, but she has not done so at this time.
  
  After viewing multiple photos the shop took of the vehicle, it is simply not relatable to any negligence or mistakes on our part.
  
  Thank you
  
  ****"

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23078764
  
  I am rejecting this response because:  I spoke with ****, He started off by acting confused about the nature of my complaint. He stated he wasn't sure what was going on with ********* and I, as if he's not up to date about my complaint toward Crash champions. So he begin to suggest examining my vehicle further to see if the company is at fault, I have already taken this step in the process and ********* has already determine Crash champions was not at fault for my tire flying off my car, instead he blames it on a suspension error while lying to  BBB claiming I told him I made contact with objects on the road. Then **** claim it could be from a possible nail. How will they be able to determine the cause if the damage was already done. If their claims were true, it still wouldnt resulted in my tire flying off my vehicle. The conversation I had with ******* was useless, I'm not comfortable with my car in the possession of Crash champion, Their chain of command has already displayed untrustworthy acts. When speaking with *******, He seemed to become agitated when I began to ask questions about the process and resolution. His tone of voice seems to be defensive as he began to interrupt me, talking over me and excessive rambling which could have led to a potential argument. ******* claims he's been in this field for years, which means nothing to me. He claims he's here to help but his tone says otherwise. His only concern throughout our conversation was Crash champions not losing customers. This has been a very disturbing experience for me with the Crash champion team. The response ********* gave to BBB was all lies, especially him making a mockery of my pain as I called into the cooperate office crying my eyes out due to the mistreatment I received which your company continually refuses to respond to my emails and calls. Crash champion constantly displaying moral disengagement, my car was tampered with putting me in danger, potentially causing harm. Which violates moral principles and its criminal. I have taken my car to a specialist. They have said my suspension does not need replacing which ********* claims that's what the cause of my tire fly off my vehicle. They cover it up by putting holes around my strut area causing debris and water to enter for possible damage to occur, they have scraped my vehicle leaving marks. 
  I have spoken to several men since this tragic incident took place, professional's and non professionals and they have all said the same thing my lug nuts were not tighten on the wheel which was done purposefully on the behalf of the crash champion team which resulted in my tire flying off my vehicle.

  ps: its not allowing me to upload video, its say its to large although I have shorten it. The video the conversation that took place between me and Christian on  March 17th. 
  
  Sincerely,
  
  Louranza ********

  

  Business Response

  Date: 04/01/2025

  Per Director of Operations ******* ******, he had scheduled a meeting with Ms. ******** on Wednesday March 26th to address her concerns.

  Ms. ******** did not meet the Director of Operations for that meeting.

  Our team has assisted Ms. ******** to the best of our ability and have tried to reach out again directly on March 26th without and return phone call.

  Crash Champions advises that Ms. ******** reach out to her insurance for further assistance.

   

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23078764
  
  I am rejecting this response because: I have not received an apology. When I spoke with ******* ******, he was rude and his tone of voice was not a pleasant one. I was not comfortable taking my car to be inspected by *******. I have gotten my car inspected by a specialist and my suspension is in good condition. I have already determined the cause of my wheel flying off my vehicle and it was due to crash champion team members tampering with my vehicle, purposely causing harm that resulted in my wheel flying off my vehicle. ********* has already determined they were not at fault and also suggested that I call my insurance company. ********* was very much  careless about what had occurred at his location and showed no empathy towards me. Based on ******* tone of voice I knew he wasnt going to take accountability and acknowledge their actions in making an effort to rectify any harm or damaged caused. I have contacted the headquarter and they refuse to acknowledge or respond to my complaint and request for reimbursement. This has been a devastating experience with crash champion and cost me mental anguish. 
  ps: it won't allow me to upload photos.
  
  Sincerely,
  
  Louranza ********