Complaints

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

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  Crash Champions, LLC

  601 Oakmont Ln Ste 400 Westmont, IL 60559-5570

  
• 

  Crash Champions Collision

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

• 

  Crash Champion Collision

  100 Highland Center Blvd Asheville, NC 28806-1032

• 

  Crash Champions Collision

  1001 Auto Center Dr Antioch, CA 94509

• 

  Crash Champion Collision

  1001 CA-49 Jackson, CA 95642

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

• Initial Complaint

  Date:01/28/2025

  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.

  I am reaching out to address the issues with the repairs performed on my vehicle on Monday, January 24th, 2025. Unfortunately, the work remains unsatisfactory as the problems have not been resolved.The headlights are still misaligned and not parallel when driving at night.The driver headlight is not properly secured in its socket.Scratches from the other vehicle are still visible on my bumper from them repeatedly hitting the car.This marks my fourth visit to the body shop, yet the issues persist. As a result, the value of my car has significantly decreased by $5,000. While I understand the first ********** responsible was reportedly let go last Friday, this does not alleviate my concerns, nor should it impact the quality of service I expect.I kindly ask for an immediate resolution to these matters. Please let me know how you intend to address this.

  

  Business Response

  Date: 01/30/2025

  Per Director of Operations, **** ********: " Team talked to the customer she is coming by today and we will put her in a rental so we can address all the concerns. I will follow up with you when it has all been handled and customer is satisfied.
  
  Thank you " 

• Initial Complaint

  Date:01/27/2025

  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 2014 ********** Beetle.On 10/9/2024, I opened a claim with **** after my parked vehicle was side-swiped by a construction truck. **** determined I was not at fault and pre-approved Crash Champions for the repair. My car was towed to their shop on 10/15/******* minimum, my car required a new bumper and fender replacement, among other repairs identified in the initial estimate. Crash Champions initially provided a repair timeline with a completion date of 11/1/2024. Since then, the estimated repair time has changed at least five times, and as of today, there is no clear timeline for when the repairs will be completed.On 12/30/2024, I was informed by the general manager, *** (who has since quit per the receptionist) that the technician working on my car quit and allegedly stole the replacement parts ordered for my vehicle. This situation has significantly prolonged the repair process, and I am concerned about the security and management of my car while in the shops custody. I have not been given a list of the specific parts that were stolen nor a timeline on reordering them.I have repeatedly contacted Crash Champions for updates, but I cannot reach the manager or director. The receptionist, *******, continues to provide vague responses with no specific details or assurances about the repair timeline. Additionally, I have contacted **** to escalate my concerns, but there has been no resolution.Desired Outcomes:- A clear, written timeline for the completion of my car repairs.- Immediate prioritization of my vehicle to ensure repairs are completed as soon as possible.- Confirmation that the stolen parts have been reordered and securely accounted for.

  

  Business Response

  Date: 01/29/2025

  Per Director of Operations, ******* ***********: " I have spoke with this customer this morning. As well as ****, situation is handled."

  Customer Answer

  Date: 02/05/2025

   
  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. ****, the regional director, was able to provide me with clear and transparent communication as well as went above and beyond to make sure he got my vehicle back to me as quickly as possible. I feel grateful that he was able to take on my case and resolve it smoothly.
  
  Sincerely,
  
  ****** ********-*****

• Initial Complaint

  Date:01/27/2025

  Type:Customer Service 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.

  On November 4th I had filed a claim on my vehicle due to a deer running out on 79 and hitting my car. The shop that my insurance had picked was expected to have my vehicle done December 6th. I had gotten updated all the way up to December 6th. So I called every week asking for updates and I was told countless of times no one was available to give me an update and someone would call me later in the afternoon I never once have received that call. I was told mid December my car was basically done and was going to be ready for pick up. It was then the same information every week.. the end of this week it will be ready. I was also provided information that no one in the shop knew how to install certain parts. I finally went to the collision center in person January 21st and was provided a ton of information for the first time! I was under the impression that it was all assembled ( in which I was told multiple times) and the last piece was the under carriage. I had gone in today January 24th and was provided with information that was completely different that I was told 2 days prior. My vehicle was no where near what they were expressing and has a ton more work needing done. My insurance has failed to answer calls on top of I cant even leave a voicemail because there mailbox is full. I have spoke to my insurance maybe 4 times and that was me calling countless of times and they have not helped in any way.

  

  Business Response

  Date: 02/10/2025

  Per Director of Operations ******* *********** " Vehicle has been completed and returned to the customer the issues have been resolved"

• Initial Complaint

  Date:01/18/2025

  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.

  I had minor dents on driver side front door of ****** Highlander 2008. I booked an appointment with Crash Champions from ***** website for "Vehicle Inspection" only to get a quote. I gave my vehicle on 11/12/2024 for inspection. Crash Champions provided a quote of Rs. ******** to me and GEICO to fix dents. GEICO "totaled" my car explaining cost to fix car is too high. I informed Crash Champions, it's a minor dent and I will retain my car. ***** said they only pay to Crash Champions to disassemble the car ($795.60) which they did. I paid ($795.60) to Crash Champions to re-assemble the car. When I took possession of my car from Crash Champions, it was in damaged condition with all non-functioning half-opened windows with plastic sheets wrapped around all windows to prevent heavy rain from coming inside. I had no choice but to accept vehicle on 11/25/2024 in damaged condition since it is our primary vehicle. Me and my wife had to drive my car with plastic sheets on in heavy rain to ****** ****** service dealership nearby who fixed issues for $622.74 in just 2 days!. Inside wooden panels on drive side front door, "Limited" sign from outside door were permanently damaged and could not be fixed by Dublin ******. Dublin ****** Inspection: INSPECT AND FOUND ALL POWER WINDOWS INOP.CHECK FUSE OK.CHECK FOR POWER AND GROUND AT MASTER SWITCH FOUND NO POWER AND GROUND.INSPECT AND FOUND LOOSE CONNECTION AT LEFT KICK PANEL.REINSTALL CONNECTOR AND RECHECK FOUND ALL WINDOWS WORKING.ALSO FOUND L/F WINDOW GLASS IS LOOSE MISSING MOUNTING BOLTS.NEED TO INSTAAL GLASS TO WINDOW REGULATOR ALSO FOUND L/F AND L/R WINDOW MOULDING MISSING AND TRIM PANEL FOR L/F DOOR PANEL MISSING.I emailed CEO **** ***** who did not respond. ****** **** (Director of Operations) called back who agreed to refund only $795.60 portion which I received. He refused to refund $622.74 for work done by Dublin *******Original dents for which I went to Crash Champions in the first place are still not fixed.

  

  Business Response

  Date: 01/24/2025

  Per ****** **** Director of Operations : This vehicle was deemed a t/l by the insurance company.  The t/d amount was reimbursed to the customer.  When vehicle is deemed a total loss we can not ensure the vehicle is put back together the way it was before as the vehicle was damaged.  Once the vehicle is a total loss and customer retains it the shop is not responsible for what the customer has a dealership fix.  The shop graciously refunded the t/d charges to the customer and do not owe anything else.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22829860

  I am rejecting this response because:

  Mr. **** mentioned "When vehicle is deemed a total loss we can not ensure the vehicle is put back together the way it was before as the vehicle was damaged."

  From what I understand, a vehicle being deemed total loss has nothing to do with the actual damage to the car. if the total cost to repair is close to the value of car, it will be declared total. For old cars like mine, a simple dent will lead to total loss. That doesn't mean car is severely damaged. 

  My questions:

  1 - So would the repair shop not have guaranteed vehicle will be fixed even if was not declared total loss? Or is it that you simply refuse to reassemble it (forget fixing dent), since you won't be getting $6900 from insurance anymore?

  2 - What repair shop cannot fix car power windows? Dublin ****** mentioned in their report, they saw wires to power window were disconnected. They simply had to reconnect them to get it back working. Can you explain why?

  3 - Mr. ****** response is clear to understand to any customer which I appreciate. Why no one said this to me these exact words when I dropped off my car to your shop? All I was asked was for Credit card, signature and permission to disassemble the vehicle.
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 02/06/2025

  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:
  
  "Full refund was provided to the customer. Vehicle was deemed a total loss; proper reassembly of the vehicle cannot be guaranteed."
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback.
  
  Thank you, 

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22829860
  
  I am rejecting this response because:

  You have already provided canned response indicatin car is total loss, which I am already aware of. You still haven't answered my specific questions:

  My questions:
  1 - So would the repair shop not have guaranteed vehicle will be fixed even if was not declared total loss? Or is it that you simply refuse to reassemble it (forget fixing dent), since you won't be getting $6900 from insurance anymore?
  2 - What repair shop cannot fix car power windows? Dublin ****** mentioned in their report, they saw wires to power window were disconnected. They simply had to reconnect them to get it back working. Can you explain why?
  3 - Mr. ****** response is clear to understand to any customer which I appreciate. Why no one said this to me these exact words when I dropped off my car to your shop? All I was asked was for Credit card, signature and permission to disassemble the vehicle.
  

  Just to add, my car got salvage title from DMV without making ANY repairs and is back on road. So this excuse of car is total loss/completely damaged and we cannot do anything just doesn't make any sense.

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

• Initial Complaint

  Date:01/14/2025

  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.

  Good afternoon The Crash **************** repaired the damage to my vehicle following an accident on the freeway. I noticed a leak in my taillight shortly after a rainy day, which was part of my repair. In addition, I have noticed that some fasteners are missing from the trunk. I contacted the center as soon as possible. According to ********* ******, the repair has been approved and he will contact me as soon as possible. In the following weeks, I have left messages and attempted to contact them without success. I need both my trunk and my taillight properly fixed.

  

  Business Response

  Date: 01/22/2025

  Per Director of Operations ******** ******** "Weve reached out to the customer. We have customer scheduled to come in to address concerns."

• Initial Complaint

  Date:01/09/2025

  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 in ****** had my car in repair for one month. During that time items were stolen from my car totaling over $3,4K. The Manager and Staff did nothing to reimburse me for my loss. I've filed a police report and talked to the police who have to investigate. I was talked to aggressively and very rudely by ****** ******. The police heard him and so did my husband. This company has made no attempt to rectify the situation and they are at fault.

  

  Business Response

  Date: 01/16/2025

  ********* has filed a complaint with the BBB and has stated she is taking legal action.
  At the time of dropping off for repair, ********* signed authorization stating Crash Champions is not liable for personal belongings left inside of the vehicle.
  An insurance check was cashed by ********* and payment is still owed to Crash Champions from her repair.
  Crash Champions legal team will be handling from this point forward. 

  Customer Answer

  Date: 01/28/2025

  Complaint: 22789347
  
  I am rejecting this response because: they have taken no responsibility in the corrected action. Their employees were inept and harassing in nature. They have provided no concessions and did not work with me to adjust the bill. They have also after I complained not contacted me or issued a credit letter after threatening me and my insurance.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:01/07/2025

  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.

  We had worked with Crash Champions Service Advisor *** Savanetti for several weeks to obtain an estimate for certain repairs to our automobile. We submitted his estimate to our insurance company, ********, which responded a week or 2 later with an approval of that estimate. In response, *** wrote Perfect! Thats all we need. And he scheduled our car for service on January 7, 2025. When we brought the car in on January 7, the shop manager advised us that *** was unavailable and our car would not be serviced today. In fact, he insisted on prepayment of the entire amount estimated, which was neither negotiated nor appropriate. As a consequence, we have no service available for our car and have no means of having our car repaired before our lease has expired.

  

  Business Response

  Date: 01/08/2025

  Per ***** ********, General Manager: " I worked out the details of this repair with the owner and Lemonade insurance.
  
  The vehicle was dropped off the same day and we are working on repairs.
  
  I did speak with the owner ***** ***** yesterday and to my knowledge her issues have been resolved.
  
  Thank you"

• Initial Complaint

  Date:01/04/2025

  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 was in an accident 11/8 told I couldnt get into the shop until 11/26. Car was dropped off and told it would be a 2 week job. I was quoted completion date of 12/26. Parts were ordered per 1st ******** ****** same week. I was reassigned another advisor no updates between the two. The 2nd ******** **** walked out and I was reassigned a 3rd ******** ***** who informed me my car repair date was revised to 1/3 and stated parts had to be ordered. I inquired additional information and was told she had no updates. I received noticed the car was near completion by ***** and contacted via phone to discuss the pickup up date. ***** stated she never spoke to me, car parts still needed ordered and that she has no estimated date of arrival and will look into when she decides. Proceeded to state it didnt matter if parts came from the moon and I would just have to put up with it and wait and my date is now changed to 1/10. I then spoke to manager, ****** who told me initial ordered parts arrived and they sent them back and parts will all have to be reordered and he didnt have a date of arrival nor could provide information on when they will be ordered. ****** informed me my car has been sitting at the lot disassembled and no work had been completed at all on my vehicle. I contacted ****** a 2 days later and he stated they had parts and will be working on my car. I now was informed again that the same part they supposedly ordered is not there and my date is moved again to 1/17 estimated and expected to move again. My car has been at the center for nearly 2 months no repairs have been completed and this is an unreasonable time frame. The staff has been extremely rude, refusing to answer calls from myself and my insurance. When I do make contact I am constantly told I will be contacted back or they have no information nor an explanation but told it could take months to get my car back. I am forced now to pay thousands of dollars in rental fees due to the unreasonable delay.

  

  Business Response

  Date: 01/08/2025

  Per Director of Operations, ***** ****: " We will reach out to her today"

• Initial Complaint

  Date:01/03/2025

  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 dropped off my car for repairs on June 7, 2024, and the work was completed by June 13, 2024. However, due to being out of town on business, I did not pick up my car until June 24, 2024, despite receiving text messages stating I had picked it up on June 14. I paid the $500 deductible for roof repairs, which were caused by a transport company. The repair agreement was to remove and repair the roof and paint. On July 26, 2024, I contacted **** ****** to report the noise. He suggested it might be due to the frame or that I needed a new windshield. I informed him that I was coming in that day, but he left for the day without informing me, and no action was taken. He explained that he had an emergency and had to leave but advised me to bring the car back, assuring me a rental car would be provided while they checked the windshield for potential frame issues.When I returned on August 9, 2024, **** tested the car for leaks. He confirmed there were no leaks and told me he would request approval from my insurance company for a new windshield. On August 26, 2024, I followed up, and **** informed me that he was still waiting for a response from the insurance company.On November 8, 2024, I called again and was told that **** no longer worked there, though I had not been informed of this change. I was then told that the "manager" was still waiting for the insurances response. I followed up again on December 17, 2024, and received the same response, with no further action taken. I was never directed to speak directly to the "manager," and the receptionist advised me to call them if I received any updates from my insurance company regarding the windshield replacement.From my perspective, the business has not made any effort to proactively contact me, and the front office only relayed messages without connecting me to the "manager." Meanwhile, the air leaking through the windshield has become unbearable as I continue to recover from my concussion.

  

  Business Response

  Date: 01/07/2025

  Per Director of Operations ***** ******* "We have discussed concerns with customer and agreed to bring the vehicle back in for corrective repairs and will provide a rental car to decrease the inconvenience. The customer has agreed to the terms."

  Customer Answer

  Date: 01/20/2025

   
  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.Hi there-
  
  The repairs have been completed and I received my car back yesterday. I would like to provide feedback regarding my experience, but this was closed before my complaint was resolved. If I can obtain an opportunity, it would be greatly appreciated.
  
  Thanks
  
  ****** ********

• Initial Complaint

  Date:12/23/2024

  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 off my vehicle for repair and when I went to pick up my vehicle it was not repaired correctly. The back window of my vehicle had a decal in engraved in the window, which was not replaced. Mind you I had a brand new vehicle and was hoping to get my car repaired to look like it did before. They never contacted me to tell me they not going to make my car looked like before.

  

  Business Response

  Date: 01/08/2025

  Per ****** *****, General Manager: " We have emailed the backup adjuster to see if they will approve the *** back glass, but we havent heard back yet. I also called the adjuster listed on the ** and got a voicemail where I left a message with the customers concerns. The voicemail said that she was out of the office and returning back today 1/6/2025. So, we will reach back out to her to see if we can get an answer on what they wanna do on this.
  
  Thanks,"