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

• 

  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:03/05/2025

  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.

  Car accident 9/17/24 and crash champions repair set up with other drivers insurance progressive. They had my car until December 3 with total repair cost of close to $13,000. When I got my car back my auto stop start light was on which I called about immediately several times without getting a call back. After a week I went in and was told to go to the dealer to see what the issue was. It needed an auxiliary battery and because it had been on so long the main battery was needing replaced also. $850 At the dealer who said my car not running for over 2 months, and batteries not being removed from the car to be put on a tender would've caused the drainage of the battery. I got the battery replaced January 2 and now March 5 I've continued to contact crash champions without success and to get to speak to someone I just go in each time as I don't get call backs. With 4 kids that isn't easy. Currently missing a piece to my drivers door and USB ports in 3rd row passenger side they say are on order that I'm still waiting on

  

  Business Response

  Date: 03/11/2025

  Per General Manager, ****** ***********: "Good morning,
  
                 In regard to *********************** We received the vehicle as a non-drive vehicle as the right rear suspension was damaged and needed to be replaced.
  
  The upon assessing the damage numerous suspension and body parts needed to be replaced. ******** has a know issue with numerous makes and models. On this vehicle in particular the right quarter panel and the right rear door were on backorder. Would take a few weeks to arrive if everything went well and there are now delays. ******** is known for pushing back delivery dates due to supply issues.
  
  While we were waiting for the parts to arrive, we did receive the suspension parts in a timely manner. We did all the suspension work in the meantime. The vehicle was moved in and out of the shop during the repair process as the quarter was removed and had to keep the vehicle inside during the bad weather. The vehicle never had a dead battery or batteries in this case. The batteries were disconnected per ALLdata procedures before any welding was done. The batteries were disconnected for a short period of time, a matter of three or four days.The batteries were reconnected, and the vehicle repair was finished.
  
  After every repair all the vehicles are scanned to check for any codes and cleared.The scan report showed a clean bill of health, and everything worked properly after test drive. After going through everything and the research we cannot find wrongdoing.
  
  As a courtesy we will take care of the batteries as we cannot say for sure what the issue was that caused the batteries to fail. The *** port and other part we were going to replace anyways as a courtesy but with ********* known back-order issue there is no definitive release date. There is no dealer in the ** showing they have any available. The dealer best guess to when we would have the parts is mid to late April.
  
  I did talk to the customer yesterday about reimbursement and about the part on back order and she is ok with everything we discussed.  
  
  Thank you"

• Initial Complaint

  Date:02/28/2025

  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.

  Ongoing issue getting correct repairs on W 21st in *******, **, this has been going on for three months now. Terrible workmanship and quality of repairs. The parts that were replaced had damage and they managed to damage areas of the vehicle that didn't have issues beforehand. Missing hardware and no required safety inspections were performed as required by the manufacturer. These things were only found because I went to an independent shop for a post repair inspection. I've submitted online contact forms and sent multiple emails to the person I dealt with at this location and have gotten no response. The repair bill after inspection comes to just over the cost of the vehicle to fix it correctly and address the new damage caused by Crash Champions.

  

  Business Response

  Date: 03/03/2025

  Per General Manager, ***** *****: " Good afternoon,
  
  I am handling this. **** ******* has not worked here since December 20th ************************************************************************************************ hearing of this. I will reach out to customer and talk to him.
  
  Thank you." 

• Initial Complaint

  Date:02/27/2025

  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.

  BBB took a complaint over the phone. Below is the voice to text voicemail description:

  Hi, my name is ****** ****** *********** ****** phone number six one four six one nine four one eight four my complaint number is two two nine nine two nine seven three and I'm Have a complaint about my bumper was took off my car with crash champion. I need them to return my bumper to my car Thank you.

  

  Business Response

  Date: 03/03/2025

  Per General Manager, ******* *******: " All,
  
  
  The vehicle was deemed a total loss by Grange on 1-2-2025. Customer was informed.   She came in and cleaned the vehicle out and released for pick up. Copart picked up the vehicle on 1-17-2025. Customer called in 2-19-2025 stating she bought the vehicle back from salvage. Wanted us to replace her bumper because it was not with the car. The bumper needed to be replaced from the claim. I spoke with my DO on this and she agreed we did not owe her a bumper. The number I had on file was no longer in service. The number today goes to voicemail, but voicemail is not setup.
  
  *******" 

• Initial Complaint

  Date:02/25/2025

  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 car was dropped off to the business on Dec 14, 2024. Crash involving the front end. They didn't listen to me about involved parts, refused to replace or contact the insurance company and argued with me about the poor installation. I had to have another shop fix their work after they had my car for nearly 2 months. I took my car today for new tires and was informed that (during crash champions install of driver front fender liner) my locking lug nut was removed incorrectly, breaking off the stud and destroying my rim, and the cover was just put back on and the issue never addressed or reported. They could have gotten me a serious accident!

  

  Business Response

  Date: 02/26/2025

  Per Director of Operations ****** ***** "We have pics in file where car is rusted and parts prior to accident were not attach due to rust. ******** will not pay to replace rusted parts not involved in the accident. Also we never charged for or removed any wheels or locking lug nuts as it was not required to do so to repair the vehicle."

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22986808
  
  I am rejecting this response because:
  I want this complaint reopened, as I am just now receiving the responses from you and the business. 
  
  I have read their response and I have physical proof to offer that the insurance company actually DID approve replacement of the parts the business claims they didn't and that the fender liner on the driver's side was replaced by this business, which would involve removing my wheel. The damage to my wheel is extensive and any reputable business would be compelled by law to report such damage as it is a safety issue. The fact of the matter is that the second shop I took my car to told me that everything has to basically be redone. The workmanship and professionalism at Crash Champions is non-existent, and they could get someone in a serious accident with the carelessness such as the carelessness in my situation. They treated me poorly, which was bad enough. Treated me like a stupid female who doesn't know anything. That was a mistake and miscalculated on their part. They need to pay for the entire repair to be redone elsewhere and they need to return my $500 cash paid. 
  
  ***** ******
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/07/2025

  Per General Manager, ***** *******: "Attached is the final bill. I also confirmed with the tech,he did not remove that wheel. There is room to replace the liner without removing the wheel. Please let me know if you need anything further.
  
  Thank you," 

• Initial Complaint

  Date:02/24/2025

  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 car been sitting in the shop since January 23/2025 and I had got a call to come view the car for some reasons I dont know why because I need my car asp and theyre still talking a long time an oh we have a delayed on back order like what else must I do Im max out I cant paid for now more rentals because I have reach the maximum limit on my insurance policy and I dont have it to paid for any **** either. I still need to get around to work etc so I need my car I need my car. The repair funds was paid by my insurance company name ***************************

  

  Business Response

  Date: 03/03/2025

  Per General Manager, **** ****: " Good morning, 
  
  Were fully aware of this situation and owner refused to pick up vehicle due to a back order fog bezel. Shop presented vehicle information to him on delays and owner is upset that shop will not provided a rental. Vehicle is and was fully drivable and shop cannot make owner take said vehicle. Vehicle is now complete fully due to back order part finally at location. Now awaiting owner to pick up. I refuse to provide rental on a completely drivable car. " 

• Initial Complaint

  Date:02/17/2025

  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 had my SUV ******************* at Rainier Ave in *******, ** done here. When I picked up my car, my belongings were gone, like my car registration which I had to replace and took awhile for me to get, my paper works in the compartment was gone, the stuff on the driver side was gone, my laundry detergent was gone with coins in them and my ear pod was gone. They shouldve put everything back in place when they had to clean the car but no all are missing that I mentioned in this complaint. I would like everything that are missing be reimbursed to me. Specially my Apple Ear POD which is brand new.  

  

  Business Response

  Date: 02/27/2025

  Per Director Of Operations  ******* **** "We apologize for the loss of items from this customer's vehicle as well as their frustration over the situation.
  The teammates at this facility do their best to secure the vehicles on the property and all vehicles are secured within the fenced property each business day.
  Unfortunately, car and property theft are at an all-time high in the ******* area.  
  We advise every customer of the potential for lost and/or stolen items for which we cannot be held responsible.
  A written notice sits at the front counter that states this, and it's reaffirmed in one of the first portions of the repair authorization that every customer signs and dates.
  Although we will not be able to replace all the missing items, per our policy, we will reach out to the customer and discuss/offer a goodwill gesture.
  Thank you. " 

• Initial Complaint

  Date:02/13/2025

  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.

  I am filing this complaint regarding Crash Champions, located at ************************************, due to excessive delays, lack of communication, and potential negligence in the repair of my 2024 ******* IONIQ 5 .On 12/4/2024, I opened a claim with Geico after my vehicle was involved with a minor accident. Geico pre-approved Crash Champions for the repair. I drive my car to the shop on 12/13/24, and a few days later they have Geico the estimated repair amount. Crash Champions initially provided a repair timeline with a completion date of 12/20/2024. Since then, the estimated repair time has changed at least ten times, and as of today, there is no clear timeline for when the repairs will be completed. At this point, they dont seem to know whats going on. Two weeks ago, they finally told me that all the parts had arrived and that they just needed to assemble everything. I asked how long that would take, and they estimated it would be done by Wednesday.When I called that Wednesday, they said it wouldnt be ready until later that week. I asked, "Okay, possibly Thursday?" The employee laughed and said no. Then I asked, "So, Friday?" and she responded, "We hope itll be ready by then."The following week, I called again, only for them to say, "Um, were still waiting on parts." I reminded them that they had previously told me all the parts were in, and the employee responded, "Um, no, were still waiting on parts that are on backorder." I have no idea how they didnt know about those parts before.I then called my insurer and asked them to step in. When they contacted the repair shop, they were told the same thingbut that the sensors would be in by Wednesday (yesterday) and the car would be ready today. After not receiving any update, I called my insurer again. They reached out to the repair center, only to be told, "Were waiting on more supplementary parts," something my insurer had no record of.  

  

  Business Response

  Date: 03/03/2025

  Per General Manager, **** ******: "Good Morning,
                 The repairs are still in process for this customer, they were updated yesterday via phone and advised pending parts delivery the vehicle would be finished up today 02/21/2025. I will be delivering the car to the customer once the repairs are complete, and I will ask the customer to cancel the ******************** complaint. Please let me know if you need anything else." 

  Customer Answer

  Date: 03/03/2025

   
  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.
  
  Sincerely,
  
  Gauge *******

• Initial Complaint

  Date:02/11/2025

  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.

  On June *******, I took my vehicle to Crash Champions in *************, ***** upon the recommendations of *************** for an estimate only. When I got there I was told that Geico did not authorize an estimate and scheduled my vehicle for repairs only. I explained to the Service Technician ****** that I only wanted an estimate. He insisted that I give him my keys for the Geico scheduled repair. I was so upset, because I wanted to choose my own repair company, as I was familiar with these type of assembly line auto repair ************ work was scheduled on June 11, 2024, for hail damage repair. While repairing my car they used some type of product to identify the areas of the hail damage. When I got my car back in almost all areas where there was hail damage a big faded hole was left on my car. It appears they used some type of marker on my car to circle each hail damaged spot. On June 14, they call me and told me my vehicle was completed and ready for pick up. I was surprised it was ready so fast. I was not able to meet the technician ****** on that day. So I scheduled the pickup for the next day June 15, 2024. When they brought my car around, I noticed how my car door had these huge faded spots on the door. I asked the service personnel what happened to my car. Why did my door have all the faded spots on it. He said I would have to take it up with ****** when he returned. I did not hear from ******, so a few weeks later I contacted the General Manager, ******* *****, she told me to bring my vehicle up, and that they would make any repairs necessary to make me a satisfied customer. I took my vehicle to her, she refused to make the corrected repairs. I told her I was going to report her to the better business bureau for poor repairs. She told me that was fine as long as I spelled her name right. I reported this issue to Geico, they were going to get this resolved. However, they have not done any thing to resolve this issue.

  

  Business Response

  Date: 02/14/2025

  Per Director of Operations, ***** *********: " I just spoke with her shes a nice lady, Im having her come in for further inspection, it looks the clear coat had some prior issues based off the check in photos but could have been made worse during the *** process.I want to send up another supplement for approval to refinish those affected panels. I told her my plan but also informed her I need approval from ***** prior to moving forward and she was ok with that. If I can get approval she will withdraw her BBB complaint, shes coming to the shop Friday at 10am I just spoke with her shes a nice lady, Im having her come in for further inspection, it looks the clear coat had some prior issues based off the check in photos but could have been made worse during the *** process.I want to send up another supplement for approval to refinish those affected panels. I told her my plan but also informed her I need approval from ***** prior to moving forward and she was ok with that. If I can get approval she will withdraw her BBB complaint, shes coming to the shop Friday at 10am "

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22921012
  
  I am rejecting this response because:
  This is a request to reopen my case as referenced above.  My case was closed on 02/25/2025 unfortunately, due to no response by me.  I missed this deadline date as I did not realize a response was due from me until I opened the e-mail this morning 02/25/2025.  I apologize for my delay.  Unfortunately, my husband is ill with cancer, and over the last few days we have been attending his cancer treatments, and a scheduled surgery on February 24, 2025.  So, I do apologize for  this oversight on my part.  I would really appreciate if the BBB would reopen my claim for the following reasons:
  
  1.  So I did meet with ***** on *********** Day, 02/14/2025, he stated the damages were consistent with hail damage, and that he was going to talk with Geico and request approval for repairs.  As of this date 02/25/2025 I have not heard from ***** since we spoke on Friday, February 14, 2025.  So no resolution has been made at this point.
  
  2.  When I took my car to Crash Champions initially, they should have repaired my car for all hail damage.  They stated, in their response to BBB, that there was prior damage to the vehicle when I took my car to their facility for the hail damage repair.  I do not understand why they would not feel they were responsible to repair all the hail damage on my vehicle during the initial repair.  They did show me the damaged spot, that they said was there prior to the additional damage they did, but that prior  damage that they are talking about is consistent with hail damage as well.  Consequently, that spot should have been repaired along with all other hail damage in the initial claim, as the car was there at their facility for hail damage repair.  So, why they are disputing their negligence for hail damages that should have been repaired along with the initial claim further reflects poor service on their part.
  
  3.  I reached out to *****, this afternoon he was in a meeting, and I was told he would contact me after the meeting.  So, I continue to seek BBB's help in this case until I receive resolution in this case.
  
  Thank you in advance for your assistance with this matter.  You may contact me at ********************** if you have any further questions regarding this matter.
  
  Sincerely,
  
  ******* Blue    
  Sincerely,
  
  ******* Blue

  

  Business Response

  Date: 03/20/2025

  Per Director of Operations ***** *********, Crash Champions is addressing Therisas concerns, and she has dropped off her vehicle for further inspection at our ************* location on Tuesday March 11th. 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22921012
  
  I am rejecting this response because:
  

  Though the shop does have my vehicle for repairs, My vehicle has not been repaired as of 03/25/25. Consequently, I am unable to support a response of satisfaction at this time.   Because I have not seen my vehicle since returning it to the site for repairs, I do not know what the repairs or my vehicle looks like at this point to determine if I am satisfied with the repair service or not.  So, at this point I am not satisfied with the services I have received from Crash Champion as the work on my vehicle has not been completed and my vehicle returned to me.
  

   

  Sincerely,

   

  ******* Blue

• Initial Complaint

  Date:02/07/2025

  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.

  Pick up my car in June. It wasn't finished. They got paid in full over 13k. ***** Said I will call you when the parts come in. This was in June of 2024. I've called dozens of times. He's never there. He never returns phone calls. I got scammed. The crash champion I'm talking about is in ************************ 

  

  Business Response

  Date: 02/10/2025

  Per General Manager ****** ***** "This was a b/o part issue we have no control over we explained that to the customer as well. He also did a charge back on his 1k dd which we just got back. We called him over a month ago to let him know his part was in never heard back from him"
  

• Initial Complaint

  Date:02/02/2025

  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.

  My unoccupied car was hit by a drunk driver on 1/3/25. I dropped my car off at the repair shop on 1/4/25. The estimated cost is over ***** dollars. It all started when I went to pick up the vehicle the first time, the passenger front rim was not fixed and this was clearly taken into account when I initially dropped off the vehicle. The estimator took a picture and I pointed it out. This was the first time I had to go back to the repair shop without my car. I was told that they will take care of the rims whether the insurance pays or not (they did). They made it seem like they were doing me a favor. No, this was already supposed to be in the estimate. Later that day on 1/17, after picking up my car, I was washing it and noticed the molding on the driver front door was crooked, not flush with the back door, and there was a corner piece that also was hanging on by a thread. I called the shop, I brought it in, (returning for the second time) and they glued it down. The job was done so poorly and quickly that the adhesive they used was showing, and it was still crooked. I call the manager, I return (for the third time) and it is taken care of. When I picked up the car initially, I made **** aware that the alignment was off. He blamed the "bald" tires. I got new tires, went back to the shop and they took it to get realigned. The job took 2 days, I didn't have transportation at this time. Finally, they found that the suspension and strut needed to be worked on. They were going to let me drive around with a faulty suspension. That is a safety concern and should be handled seriously. I asked for some sort of compensation, preferably at least half of my deductible ($500). Wear and tear on my car, gas, time, and work hours were affected by this shop. The manager said they cannot offer any cash or refunds. Superior Auto repair (not covered by my insurance) has always done a great job and never hesitated to compensate for difficulties caused by them. Shop=20 mins from home.

  

  Business Response

  Date: 02/10/2025

  Per Director of Operations ****** **** "Customer brought vehicle back after she replaced the severely worn tires.  We were then able to complete alignment check and diagnose suspension damage.  Additional damage was approved by insurance company and repairs were completed.  ****** advised vehicle is now completed and back on the road.  The bald tires on vehicle were certainly the safety issue.  Customer addressed that then we could finish repair.  Our intention was certainly not to deliver a vehicle with safety concerns.  However, we were unable to identify these items without the tire concerned being addressed prior.  Unfortunately, refunding his deductible or a portion is not the solution.  However, if that settles the customers need we are happy to make a concession as a customer service."