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

  10322 Dransfeldt Rd Parker, CO 80134-4010

• 

  Crash Champion Collision

  10333 Summit St Kansas City, MO 64114

• 

  Crash Champion Collision

  1052 NJ-10 Randolph, NJ 07869

• 

  Crash Champion Collision

  10707 W 21st St N Wichita, KS 67205-1843

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:12/19/2024

  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.

  Horrible experience and will be telling everyone I know to avoid Crash Champions in *******************I was in an accident in April. While they were fixing my truck they fried the wire harness. That harness was on backorder and they couldn't find one. They told me they would be paying for the rental until they could get my truck fixed. Understandable and appreciated.Come mid December (8 months later) they call me and tell me they built a wire harness and I would finally get my truck back the later that week. The following week after not hearing from them I get a notice from insurance that my truck is totaled.... They still needed to do work to it (even though they had 8 months to do that).Once it was totaled I was told they would no longer be paying for a rental. I get that but here's where this garage demonstrated unprofessional and selfish conduct.The rental company contacted me and stated that the garage would not be paying them for the past 8 months of the rental... even though I was in it because of their s**** ***** insurance company tried to pick up the truck from the garage but they would not release it since they were "disputing" charges. I have been without a vehicle for a week now and cant buy a new vehicle without the payout from the insurance company. The payout wont come until the garage releases my truck.This establishment has been nothing but greedy, unprofessional, and incompetent. Because of them I do not have a vehicle (that I desperately need) because they are too busy trying to extort me and the insurance company, while this whole situation was their fault to begin with.NEVER BRING YOUR VEHICLE HERE, unless you want to wait an obscene amount of time and be extorted in the process.

  

  Business Response

  Date: 12/23/2024

  Per ****** ***, General Manager: "All,
  
  The first part of the customer's statement is correct as to what happened. I was able to get the damaged portion of the harness ***aired, the truck completely put back together.  the truck was detailed,  and it was at this point that the team here noticed that there was something not correct about the left front wheel/suspension.  Had it towed over to ************* to see if they would do one last alignment.  It was at this point that we were informed that the frame would need to be ***laced.  **** ******* the **** field *** was at **************************************** my shop and I asked him how we needed to procced with this.  **** went to ************* to confirm the damage. **** determined the vehicle was totaled not my shop. 
  
  As for refusing to pay any bills associated with this ***air; this is not a true statement at all. I know there was an issue with the payment process, but as far as I know this is or has been worked out.
  
  At no time was I disputing charges, I was trying to see if there was going to be any charges and what the amount was going to be.  ******** also called the *********************** saying that I was holding the vehicle and would not release it. I explained to them that was not the case, and I was trying to talk to ****. He failed to mention that in his statement. The vehicle was picked up this morning 12/23.
  
  At no time was I or any other team member rude or disrespectful towards this customer.  We attempted to maintain a working relationship knowing this was a stressful time. 
  
  The shop had caused additional damage to the vehicle, and we owned up to it from the beginning.  
  
  ******"

• Initial Complaint

  Date:11/26/2024

  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.

  My car was dropped off to crash champion for repairs. When I came to look at my car and take pictures there was no damage on the front driver side. When I came to pick up vehicle Nov 25, 2024 there was damage on front driver side. Crash champions denied fixing the problem.

  

  Business Response

  Date: 12/02/2024

  Good afternoon! After discussing this with **** and reviewing the file, it is clear that there was un-related prior damage on this vehicle when we received it in the same spot that the customer provided photos of. We have photos at intake showing the damage along with the customer in the background of the photos. We would also like to add that this damage was cause by a maintenance issue that needs to be cared for by the customer. The vehicle has an air ride suspension, and it seems to lose air pressure. The vehicle also came in with 3 low/flat tires. The side walls show evidence that this has been this way for a while as they are damaged. The insurance company denied all of this damage as being related to the claim. We also deny any of this damage as being from Crash Champions as it was already there upon drop off.
  
  Thanks,
  
  ****

• Initial Complaint

  Date:11/23/2024

  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.

  on the 11/15/24 I took my car to crash champions to have my car repair which was a referral from crash champion located at ********************************** because they were remodeling. I had an estimate of $1202.60 from crash champion on Main St and cash champion on Manya St charge me $1872.15, when I went to pick up my car they tack on another $32.05 for Supplement so1. Since they are the same company they should honor each other prices like any other business and not add on things after they gave an estimate. I would like a refund of $701.55

  

  Business Response

  Date: 11/27/2024

  Per General Manager ****** Guzman  "The estimate was not fully written ( at location 545 ) for some items the customer wanted repaired as well so when vehicle was brought to our location ( 546 ) and estimate was revised customer was given the copy before starting repairs and he authorized it.
  The only thing in true question is the $32.05 at the end that was a scan price adjustment the advisor overlooked when he wrote the initial estimate and did not catch until pre close check. Attached is the work auth signed by the customer at time of drop off.

• Initial Complaint

  Date:11/22/2024

  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.

  Facility: Crash Champions, *********************************************. I got repairs at this facility and after retrieving the vehicle I discovered incomplete/improper repairs. I also discovered that the facility damaged my vehicle by causing scratches to my front driver side window. So, I sent a message to my insurance to see what I needed to do to get the repairs finished properly and to if I could switch to another facility. For the inadequate repairs and the fact that this facility also has issues with some type of foul smelling mold. The smell is so bad that I conducted most of my business outside the building. In all my visits the only time I was inside was for the brief interactions required to be completed at the front desk. Then also from the lobby area you can see some kind of storage area that is in shambles. Boxes thrown everywhere, trash all over and nothing in there looks to be in order. So say the least this paired with the awful smell, that's is probably a health hazard, gives the shop such an unprofessional appearance. Now I did reach out to the actual facility's manager, I believe his name was *******, over the phone to also file this complaint locally. When I explained the defects, of their work, and how they damaged the window. He tried to say all he could do was apologize. I said no what will be done is the defects will be corrected. He then claims he meant that he wanted to start with an apology but I was correct and further repairs were to be done. I explained about the insurance and how I was going to try and switch facilities due to the other issues. I explain about the mold and storage area being major problems. He tried to deny he knew of the foul mold smell but I refuted this. Then he tried to explain away the storage claiming it's because they get parts in boxes. I said I get that but after you unpack stuff you throw the trash out and put things where they go. I said you don't see a problem with how that looks and he said no.  

  

  Business Response

  Date: 11/25/2024

  Per Director of Operations **** ****** "Crash Champions General Manager spoke to Mr. ***** on Friday 11/22.  Crash Champions has requested the vehicle to be brought back to the most convenient location for us to review the complaint items. Customer has stated he will be reviewing it with USAA.  We need the vehicle in order to review the items mentioned.  "

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22594626
  
  I am rejecting this response because:

  Hello,

  I understand that your company would need the vehicle to complete the repairs. However, like you said I am attempting to have my insurance change my assigned facility first. The main issues I have outside of the repairs is the atrocious mold smell inside the facility and how they have a storage area, visible from the lobby, that was disarray. These are some of the main factors as to why I wanted to change facilities. Well, these and the fact that I received inadequate repairs in the first place.  However, your general manager also was an issue. Now, to start with instead of filing official complaints, I attempted to reach out and address several issues I had with the repairs and the facility itself. However, instead of accepting responsibility, for his facility, and attempting to take corrective action your general manager pretends the issues don't exist. Either that or he claims he is unaware of the issues. Now, with the mold smell, I explained that over the course of a month the smell has been persistent and pungent. This coupled by the fact that he claims he works in the facility would have made it impossible for him not to have known about the issue, and I told him this. He just keeps trying to deflect but I persisted nonetheless. Then we get to the storage area and how much it's in disarray. I explain how this at the very least made the facility to appear unprofessional, not to mention that it could also be a potential safety hazard. He the tries to give an excuse to explain this away, as well. He says something about how they receive packages in boxes and that's why the storage area looks this way. I said something about understanding how packages work. I said something about how there was no excuse for failing to throw away empty boxes and/or trash after unpacking. I also explained how the items that do belong should be organized instead of being thrown everywhere, adding to the risk. He insist on making more excuses and I informed him that the excuses were inconsequential. I then ask if he saw a problem with how the unprofessional appearance of his facility was pretty much driving away customers and he replies with a no. I said something about thats the problem with this facility and why the reviews are so negative. I said something about how they don't listen to customers, their work is shoddy and they could careless if they have a professional appearance. I explained based on their reviews I wouldve never selected this facility. I inform him that this facility's selection was mostly my provider's decision and so forth. That was also pretty the last straw and I informed him I would be following the local complaint with a formal complaint with the BBB to start, as I try to solve issues at the lowest level possible. I mean mold is a big one. It is a health hazard not only to employees, that have to inhale it all day, but also to customers. If you smell mold that heavy in a building then there is definitely mold damage somewhere. This means that there are more than likely mold spores throughout that lobby. So say, like in my case, a potential customer has a child that has severe asthma. Then say that customer, not knowing about the mold, brings that child in. Those spores could trigger a severe, and potentially life threatening, asthma attack. This can happen even if the child is not exposed for an extended period of time. If the condition is severe enough the reaction can even be instantaneous, upon exposure. Luckily in my case I went with only my wife the first day and knew not to bring my asthmatic child any other visit. As you can see this is not an issue to take as lightly as your general manager. I mean especially when there are laws governing mold in businesses for reasons such as the example I gave. Then you have this storage area, completely in view of the lobby area, that's in shambles. I get some people don't really care if their facilities appear professional, but it does limit potential customers. However, like I said before it's an employee slip, trip, fall incident waiting to happen, aside from it just being an eyesore. Again though your general manager was completely dismissive of another real issue that is governed by law. So to clarify the actual complaint I was making has to do with the poor facility conditions and the general manager's unprincipled responses. Again the inadequate repairs are an issue. However, it's one I need to also workout with my insurance company and not just your company, as stated before.

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

  

  Business Response

  Date: 11/27/2024

  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 the Director of Operations, **** ******: "Good morning,
  
  This response is from the Director of Operations for Crash Champions in ************ 
  
  Response to mold smell:  There is a service ticket submitted to conduct a mold test at the location to assure the safety of our customers and employees.  Our plumbing company has accepted the request earlier this week and have us scheduled for service. 
  
  Response to storage:  I am familiar with the packaging you are referring to and do understand the need for the packaging to be saved and stored indoors.  I will be onsite next week for my bi-weekly inspection and will make sure we have a better plan for organization of the stored packaging outside the direct line of sight for future customers. 
  
  Response to your vehicle:   I am happy to meet you and the USAA Physical Damage Specialist to review your vehicle and put a plan of action together to resolve any workmanship issues.  The next closest location would be the location in ************** on ****************************  I understand you want to work with USAA, I will be in contact with the **** Physical Damage Specialist so we can schedule this for a time that is convenient for the two of you."
  
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback. 

• Initial Complaint

  Date:11/14/2024

  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.

  On November 1, 2023 I hit a large rock on the road with my vehicle. My car was taken to Crash Champions on baseline to receive repairs, as this is the shop my insurance company, **********, had recommended. On November 3, I started receiving service updates. On November 17, my vehicle was ready for pick up and was picked up by me, ****** *******. Instantly, there was noise coming from the front end of the vehicle. I captured a video and sent it to Crash Champions making them aware. I dropped it off on the following morning and vehicle was ready again for pick up on November 20, 2023. After that issue, I noticed my vehicle was pulling to the right while driving almost instantly, when it was not doing that prior to the accident. Again, made the shop aware and they had me bring the vehicle back in. They did a realignment on my vehicle and said it was ready. I Picked up the vehicle again, and it was still pulling. I made them aware and Crash Champions had me bring it in to their shop so they could sublease the vehicle to a tire shop. The tire shop said it was nothing with the alignment. At this point Crash Champions told me they can not help me because they are not equipped with the equipment to figure out what is wrong with my car. The insurance company already paid out the shop and says I have to figure it out with them. I have tried contacting the shop numerous times overall the past several months that I am here. However, the shop refused to reply to any of my calls. I went in and asked to speak with the manager and the front assistant said you can leave a number or email so, so I did. They did not try to reach out. I now contacted corporate and they led me to one of their different shops. I explained to them that it is not an alignment issue. They had me bring the vehicle in and I stressed to them it has already been determined it is not an alignment issue and that once it aligns it drive fine for a little then starts pulling again. I dropped car off, they align.

  

  Business Response

  Date: 11/18/2024

  Per **** St ***, Director of Operations: " Good morning,
  
  I have spoke with ****** ******* on Halloween 10/31/24 and he was threatening to sue us because his vehicle pulls right after repairs we completed a year ago.  I let him know that our Baseline location had it checked at two different mechanical shops and those mechanical shops didnt find any issues and vehicle drove correctly.  I reminded him that State Farm advised Mr. ******* last year that he would need to take his vehicle to his own mechanical shop and if they found something accident related they would cover it as a supplement or if it is just wear and tear he would be responsible for the diagnosis charges. 
  I included a snip from our file at ******** below showing that communication.  Mr. ******* wasnt happy with that course of action and continued to complain and threaten so I arranged to have him take to another one of our locations for an inspection.  The ** at my San Tan location ******* sent Mr. ******** vehicle out for an alignment and they also showed that vehicle was already within alignment specs and they didnt experience vehicle pulling?  The mechanical shop did note that the vehicle needs tires because all 4 are down to the wear bars and needing replacement and this could be a cause for vehicle pulling or not handling correctly.  The tires dont have abnormal wear, they are just worn out.  ******* had advised Mr. ******* that his tires are worn out and if he replaces the tires and there is still an issue with his vehicle pulling, he can bring it back and we can continue to look into further but tire replacement is the next step.  Mr. ******* doesnt want to spend any money on replacing tires and doesnt feel that is necessary to continue a pulling diagnosis.  State Farm is also aware and they have notes where they have tried communicating with Mr. ******* but he gets argumentative and doesnt want to listen.  I just received a voicemail today from ****** at ********** that the ** forwarded advising they told Mr. ******* to take to his mechanical shop of choice and they will now pay for the inspection and pay as a supplement if they find something wrong. 
  We are and have been working to make him a satisfied customer but has it in his head there is something wrong with his vehicle from the accident in 2023. 
  
  Thank you
  **** " 

• Initial Complaint

  Date:11/12/2024

  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 received my car back from them Nov.1st and noticed many problems. They repaired the front right bumper, fender and light like promised. After driving it maybe a day, I noted problems with my brakes, something going on with steering/wheels, knocking from my glove box upon starting up my car, and my car trying to overheat. There were no leaks or break in the lines. These were not problems before, so I went to another company. They found the brake fluid reservoir to be empty, no power steering fluid, low coolant reservoir. The ** of crash champions blamed it on my car being older and high mileage and I need maintenance work, which I get regularly. Even so, there is no reason for no brake fluid and not having it is life threatening.

  

  Business Response

  Date: 11/13/2024

  Per General manager ****** ******** Vehicle has 185000+miles on vehicle and appears to be maintenance related. I recommend customer to take to mechanic shop for diagnosis for reasons as to why she is losing brake fluid and coolant.
  
  Per Geico Per repairs/estimate only fluids touched were washer fluid which of course would have no relation to the fluids in question so we do not note any concerns on handling by Crash and will reiterate to customer as well
  

• Initial Complaint

  Date:11/08/2024

  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.

  It took this body shop 12 weeks to complete 12 hours of labor. For 4 weeks, my vehicle was next in line for paint and will be ready by the end of the week. They eventually stopped calling me back to say the car still wasnt ready. Even better - they blocked my phone to go to voicemail, while they would answer when I called from another number. $6000 in rental car charges. They wont provide name/number of Customer Loyalty Team - those corporate employees will call me. Ive escalated the case twice, still no call back. After 12 weeks, they still had to order 2 more parts because no one checked the car for completion. Complete negligence. Their repair status app said my car was complete for 4 weeks before it was actually finished.

  Customer Answer

  Date: 11/12/2024

  I have attached 3 receipts from Enterprise Rent-a-Car that I am seeking partial (75%) reimbursement for from Crash Champions.  They quoted a 2-3 week repair.  The repair took 12 weeks, and even then they still had to order additional parts.  For 4 weeks, I had a completion date of October 04, 2024.  Their "progress app" even closed my repair status as "completed" before the car was returned to me..  The shop blocked my phone number and refused to return inquiries as to the status of my repair.  **************** has not returned any calls or emails to discuss my concerns after I finally retrieved my car.  

  

  Business Response

  Date: 11/25/2024

  Per Vice President of Operations *** ******* Rental will not be covered, and parts were on back order. We cannot control those circumstances.  

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22528580
  
  I am rejecting this response because:

  Parts were NOT on back order. The car sat next in line for paint for almost 4 weeks. You didnt have paint?

  There was never any notice of parts being on back order.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 12/02/2024

  Good afternoon,
  
  The initial used dash approved by insurance company arrived damaged.  No other used dash was available, so a new OEM dash was ordered and on backorder.  Dash arrival caused the delay in repair completion.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22528580
  
  I am rejecting this response because:
  The back ordered part you are referring to was delivered to the shop on or before Sept 18. The car was not completed until November 7. Thats 7 weeks to complete 12 hours of labor.  It was repeatedly delayed with no justification. The last delay was when your shop realized it needed a special tool to calibrate. We are finally at the very end and you dont have the right tool?  I am responsible for another week of charges because you didnt know what tool was needed?  No. This entire event was a confluence of errors and negligence. I should not be financially responsible for that. You need to be accountable. 
  

  Thank you. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 12/18/2024

  Per Vice President *** ******* "We are not paying for rental.  She needs to contact her insurance.  Shop is not responsible for rental." 

• Initial Complaint

  Date:11/07/2024

  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.

  Crash champions ************************************************. I dropped my vehicle off for repairs. When I picked my vehicle up today 11/07/2024. My vehicle now has more damage to it then when I dropped it off. Every part they replaced on my vehicle is damaged. They took my 500$ deductible before me even seeing my car or giving me my keys. They havent returned my money. *** had to call my insurance company. They want me to bring the vehicle back there. The manager **** and ***** are disgustingly rude. They put another vehicles parts on my vehicle that dont belong. I refuse to let them torch my vehicle anymore! My insurance and I are fighting now. Im out 500$ my vehicle is damaged. Its very upsetting and disturbing that a place like this is even in business.

  

  Business Response

  Date: 11/11/2024

  Per ***** *********, Director of Operations: " Hello,
  
  I spoke to this customer, and I will be going by to see the vehicle on Tuesday next week. I will keep everyone up to date and any concerns. " 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22528924
  
  I am rejecting this response because: No one has come to see the vehicle yet. ***** said he would be here early this morning around 8am-8:30am I believe on Tuesday November *******. I have not received a phone call or text. No one has yet to show up and it is November ******* 10:25am.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/18/2024

  Per ***** *********, Director of Operations: " Hello,
  
  I did speak to ***** last week to see her vehicle today; she stated she drops her kids off in the morning and she will be home all day after that. I went by her house today 11/12/2024 to look at her vehicle repair concerns. I did notice that the aftermarket parts did not fit well and there were some paint imperfections that can be easily repaired with wet sanding and buffing. We also spoke to ******** about her concerns, and they agreed to replace the parts with ***. They do not want to come back to our shop to have the corrective repairs completed so they're working with ******** to find another shop. Unfortunately these customers have been very combative, and disrespectful to our team and I would prefer to not have them in any of our locations." 

• Initial Complaint

  Date:11/07/2024

  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.

  The owner (Myself) is facing significant challenges with ****************** and Crash Champions, the body shop they partnered with, following a break-in incident that led to a theft claim. After taking the vehicle to Crash Companions for repairs. Timeline of Events: Break-In Incident: The vehicle was broken into on 3/2/2024, leading to a theft claim being filed with ****************** for personal property and vehicle damages.Initial Estimates: The vehicle was taken to Crash Companions for repair estimates originally on 7/31/2024. Prior to the vehicle repair assessment a voicemail from Crash Champions ******* was left on 7/25/2024 stating that ******** has pre approved repairs. The owner insists that all estimates were made at the same location, contrary to ********'s claims of multiple locations.Communication with ********: On Monday, September 9, 2024, the owner contacted ******** regarding the status of their claim and was informed that they would need to create an additional collision claim to cover damages that should be included in the comprehensive theft claim.Crash Companions' Actions: Crash Companions disassembled the driver door handle without prior approval. I was told that retrieving the vehicle would incur a $500 restocking fee or a $440.38 charge to reassemble the door handle. Denial of Coverage: Allstate communicated that they would not cover the door handle or trunk damages as separate claims, which would require the owner to pay three different deductibles if pursued:$500 (property)$1000 (comprehensive)$1250 (collision).I noticed based on a call with Allstate and adjuster that crash champions submitted repairs that were not a part of the theft claim knowingly. I asked crash champ(******)to provide copy of the approval from Allstate & never received. Crash Champions has become unresponsive even after the demand letter. I was not provided with any estimates for the repairs until the day of vehicle retrieval. the estimates received were incorrect. 

  

  Business Response

  Date: 11/11/2024

  Per General Manager, ***** *******: " The customer came in for her appointment, SIGNED AUTHORIZATION to repair the vehicle. After going through the signed Authorization  we went around the vehicle to go over all damages that she thinks happened with the attempted theft.  One of the first items we went over and questioned was her left handle Cap that was already broken off the door and when I asked if this was related she said not sure If that was apart of the attempted theft or not so I stated I would have a tech look into the handle to see if there is any damages showing a theft, she agreed.
  
  Once the tech took the handle off the door to check for any damages, it broke into pieces so we added it to the estimate as a replacement and when it got painted the new one broke as well so we had to do a shop pay and it was delayed. The left cap was also replaced,  ******** agreed it could have been involved with the attempted theft so we replaced as well.
  
  Second thing we went over is she stated that they may have tried to get in the vehicle through the trunk to gain access to her things since her trunk lock on her key fob was only working sometimes and her trunk is off alignment so I stated I would have the tech look into those items youre concerned about and send it up to Allstate.
  
  The third item she pointed out is the rear bumper damages to the left side that she was adamant that was caused by them possibly bumping something into it while getting into her trunk (which there was no indication that there was any theft going on to the trunk) and when I questioned it she stated I dont know my boyfriend came in the first time and thought he went over all of this with someone and it was approved
  
  After that conversation I decided to reach out to the Allstate investigator for potential insurance fraud to the rear bumper and they stated that ******** already did their own investigation and decided to deny the rear bumper as apart of an attempted theft. After removing the rear bumper from the estimate, the amount went below her $1000 deductible and anything below the $1000 the customer will be responsible for that amount,$440.38 for the work that was done anything over $1000 Allstate would be responsible and Mis ******* would still have to pay her $1000 deductible.  Allstate then reached out to Mis ******* to let her know they are denying the rear bumper as apart of the theft and then after that conversation she became very upset with Allstate and with Crash Champions since Allstate denied the rear bumper as apart of the attempted theft.
  
  Lastly, she demanded that we give her back the vehicle ASAP however we would have to charge a re-assembly fee since she doesnt want us to perform the work that was already in process and our techs wouldnt have gotten paid for the work performed.  We attempted to explain how the process works with the claim and how she is only responsible with the work performed since it was under her deductible and she stated she shouldnt have to pay anything that ******** should have to pay and wouldnt listen to any managers trying to explain the process." 

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22527273
  
  I am rejecting this response because:

  I did not say I was not sure if the right handle was apart of the theft claim. I knew for a fact it was NOT because I am the one who took the cap off the the door and explained it was in the cupholder of the vehicle. I took the cap off as when the thieves broke into the vehicles trunk, the key fob to lock, unlock, and pop the trunk would not work properly. I had to take the cap off to manually lock and unlock the vehicle to go to work. 

  When I was advised ******** is denying claims ****** advised that the doorhandle was already being repaired. I needed to speak with ******** at that point because I was told everything was already approved so I was shocked as anyone would be. After this I was not able to get ahold of Crash Champions for day because they stated they were having phone issues. When I spoke with ****** on 9-9-24 finally (Doorhandle repairs still in progress), the conversation went south and I was not comfortable leaving my vehicle at Crash Champions for safety reasons.

  My vehicle was broken into, a police report was filed. A property claim was submitted to all state and the items had to be replaced. I have receipts and screenshots of all conversations. 

  I was never provided a copy of all state approving the doorhandle or any other work on vehicle that was done from crash champions. When I asked the representatives stated ****** would email me or contact me. Since 9-9-24 I had not been able to contact ****** even in person when I retrieved the vehicle. 

  The document signed was in good faith that all state approved my repairs as stated in the voicemail message I attached. 

  I retrieved the vehicle as ****** was getting angry and hyper on the phone so of course I was upset. I understand that I would have had to pay the deductible to fix repairs, the issue is that they fixed a door handle and submitted other images to ******** that were not apart of the theft claim. When the vehicle was broken into, only the trunk was damaged and goods taken from the trunk only. I did not see how this was done and what was used to get into vehicle. It is a close nip community so I am sure someone saw and the crime was hurried. 

  I also have a recording of of my conversations with the Crash Champions representatives from the day the vehicle was retrieved as everything that happened was sketchy. I then contacted a lawyer for legal assistance and that is when the demand letters were sent out to Crash Champions and Allstate.

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

  

  Business Response

  Date: 11/18/2024

  Per Director of Operations, ****** *********: " I did try to reach out to the customer to listen to her concerns but have not yet received a response back from her. I did leave a vmail. It seems to boil down to her saying the handle was related or not. We dont record our conversations at the initial check-in but when I review the intake photos we can see she pointed out prior damage to the fender which we marked in red but the handle was marked in green based off that initial customer interaction. If I receive any communication back from the owner I will listen to her and note the file.
  
  ***** S"

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22527273
  
  I am rejecting this response because:

  I did receive a voicemail from ***** with Crash Champions on 11/15/2024 @2:23  PM. I do work as well, so I am not able to answer during working hours all the time. The door handle was not related to the theft. Also, I do not work at Crash Champions so I cannot know what marking something in red or green means. I am communicating through the BBB site due to the history of issues with crash champions and the lack of communication. My self or my lawyer did not hear back from Crash Champions after the demand letter was sent either so I am skeptical  as I was waiting weeks to hear back from ******, which I still have not heard from since 9/9/24. 
  
  I am attaching a copy of the conversation that occurred on 9/13/2024 as I did not trust Crash Champions at that point. I asked for a copy of the breakdown of the work done and they started off by saying it is with the driver door and the alignment of the trunk door. The ***resentative stated that when *** gets off the phone he will talk with me. *** never came out to talk with me and never called me back with the approval from ********. Nothing. I did state the confusion of the door handle. I stated clearly that I am the one that popped the key cover cap off. They keep saying *** will take a look. *** never did. They noted and billed as a *****, shop pay. The ***resentative stated that the door handle broke when they (Crash Champions) removed the door handle. Why did Crash Champions remove the door handle without proof/certainly that ******** approved this claim or myself for that matter. Billed it as a *****, but not actually charged? They coded the billing of that door handle in a way that would look like it was not an attempt of insurance fraud.  They did charge me the $440 for the door handle though so that makes no sense.  I was not given an initial invoice. Two other ***resentatives from Crash champions then came outside as myself and my partner observed the vehicle. The *** did not know why it was marked as a ***** or about the handle it seems and the other *** stated that TWO door handles were purchased since the first one broke.
   When I dropped the vehicle off the door handle was not broken. The cap was in the cup holder and I would just pop it on and off after the theft occurred as needed. The ***resentative keeps stating that the key cap was broken, so they got another one. Why was I not consulted about this? And I keep explaining that the key cap was taken off due to my own self not the theft. They figured it was a part of the theft. That guessing cost me $440.The Crash champions ***resentatives tried stating attempted theft. It was not an attempted theft, it was an actual theft and I filed the property claim separately and the details are provided in the police ***ort. A Lot of guessing was going on with Crash Champions which can be heard from the recorded conversation. They aligned the trunk. At this point *** still had not come out of Crash Champions as he was the one I initially met with and the one I spoke to on the phone other than the receptionist who left a voicemail stating the vehicle was ready to be picked up. It is stated that they charged (on the invoice provided that day) for the painting of the second door handle. Stated they go off the initial intake (walk with ***) which I stated the door handle was not a part of the theft claim. Crash Champions still even after the initial intake, submitted  inaccurate vehicle damages to ******** and provided no proof of these approvals from ********. To this day, the door handle is still broken with the key cap off and now an off white. Only the trunk was realigned which again, on the invoice does not show the amount that ******** paid if it was approved. It is left blank. You can see this on page 2 of the Invoice. Crash champions did not display ownership of their work and provide what should be normal documentation with insurance companies. Then they changed the story trying to state that I said the doorhandle was a part of the theft claim. No I did not say that the door handle was a part of the theft claim. The Trunk only. After the vehicle was broken into the sensors did not work the same and that is why I had to pop the cap off the driver door handle. To manually lock and unlock the car door to go to work or wherever else I need to go. 
  In the end, I never and still have not received a copy of the approval from allstate approving the door handle or even the trunk alignment which leads me to believe that unauthorized work was done to my vehicle and never received a copy of the original estimate. Only the one that is  showing incorrectly  as of 9/13/24 but dated 8/1/24? Crash champions states that the bumper was not approved which was the whole reason I took the vehicle in because they called to tell me it was preapproved. Why was additional work done to the vehicle if the claim was denied? Someone at crash champions stated that the door handle was a part of the theft. The story then changes from the initial intake being the reason to when my insurance company sent over the approval. It is still an unclear story line from crash champions as they just stated multiple times that they only approved the alignment of the trunk. You can then hear the ***resentative become nervous and the other crash champions ***resentative ask why I took it off. It was really unorganized and did not seem like any other ***resentatives were going to take responsibility for the inaccurate work done on the vehicle. They keep saying they. They the workers, or they all state. At this point, from the sounds of it, crash champions guesses what was a part of the theft? It is almost automatically that it is assumed they need to ***lace the doorhandle. How can they guess when I did the walk through myself of the vehicle with ****** of the theft damages? It makes no sense. Then at the end of the conversation the *** stated that I said it was a part of the accident. Excuse me? I clearly state that it was not. The sensor portion did not work the locking, unlocking, and the trunk button. The trunk again was the only part of the vehicle that was broken into/damaged. The Crash champions ***resentative states they assume what was a part of the damages but then send it out to my insurance company and they have the final say. Why would they have me the customer do the initial intake then if they are going to make assumptions of what damages were done to the vehicle due to the theft and send it to the insurance company. 
   I really do not appreciate Crash Champions putting words into my mouth saying When you said it (doorhandle) was apart of the accident, they said alright and sent it out and sent pictures to Allstate that were not a part of the theft claim Crash champions then shifted the blame on ********, but they stated a few minutes prior it is based on the initial intake. The police ***ort does not have the door handle on it. During the time of the accident, the doorknob was still attached in full to the car. The Crash Champions ***resentative even stated that they are not going to fix it, if the insurance is not going to pay them. So then if ******** did not approve the door handle and ******** only approved the aligning of the trunk, why was the door handle still worked on, broken,  disassembled, ordered twice, or painted? That is where Crash Champions' story does not line up. We then discuss the sensors and the *** goes on to ask if the button is working now? The sensor button issue was a part of the trunk theft issue. He then talks about how cars get bugs like any computer . The Crash Champions *** states to fight ******** to get a diagnosis on the vehicle, say I did it before not afterwards. They then say to take it to a Chevy dealer for the sensor diagnostics and tell me .what to say to allstate. To just keep calling allstate and Harass them Crash Champions and lie then state that allstate only approved the alignment of the trunk. I am not sure what other proof I need to provide that Crash Champions made false labor/theft claims to *********
   I am truly baffled that Crash Champions is trying to take advantage of clients or insurance to get money. Crash champions failed to provide any proof from ******** of the work that they did. I will attach the voice recording from 9/13/2024 from when I picked my vehicle up and you can hear crash champions blaming allstate yet still making me pay. They approved the alignment of the trunk. That is it. You can hear it for yourself. So why did the door handle get approved if only the alignment of the trunk was approved from allstate which was not included in the estimate that crash champions made on which was created on 8/1/2024. Crash Champions created this estimate on 8/1/2024 by ****** *******(Estimator). Bumper 
  No condition updated on ***ort or milage out, job #. Nothing on this itemized receipt shows Allstate approving the door handle. 
  On page 2 of the FINAL BILL it shows Insurance Total $: which you can see is nothing and the amount that crash champions received from insurance is listed as is nothing. Crash champions made me pay for my vehicle for something that was not approved by my insurance as you can see on the invoice provided by Crash Champions. Please let me know what additional documentation or proof is needed to see that I was wronged by Crash Champions. 
  Thank you.
  
  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 12/04/2024

  Per Director Of Operations, ****** *********: " Crash Champions affirms that we walked around the vehicle with the customer at drop off and marked up damaged Ms. ******* said were related to her claim. She pointed out the trunk misalignment, the rear bumper damage, and the driver door handle. We believe the dispute is in regards to the handle as ******** denied the damage to her rear bumper and no work or charges were for that area of damage. ******** did review and approve the supplement 1 as written which covers the handle, trunk lid alignment, and a final safety scan with the vehicles computers. The total cost of these repairs was below Ms. ******** deductible with ******** and thus she was responsible for costs up to her deductible. ****** ********* called and left another v-mail to Ms. ******* on 12/4 at 1pm MST to try and resolve the issue. He has tried to reach out twice to the owner while giving his cell phone # for ease of contact. As of this response he has not received communication back. Crash Champions is offering to refund Ms. ******* the charge for the door handle to resolve the dispute." 

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22527273
  
  I am rejecting this response because:

  It is custom per the Crash Champions representative ***,  that we had to walk around the vehicle and discuss damages of the vehicle. This is where I stated Only the damages to the trunk are in relation to the theft claim. If I pointed at the door handle it was to discuss that I did that myself. I can confirm in fact and have a witness to confirm I am the one that took the Key cover cap off myself due to the issue of the automatic lock and unlock feature not working properly due to the theft. I was also informed Crash Champions is unable to provide the initial check in form for confirmation. I truly am not sure what information at this point Crash Champions can provide as no estimate was ever provided to me or ******** which has been confirmed. Just the itemized receipt the day the vehicle was picked up. I was also not provided with ******** approval of damages to be covered that was given to Crash Champions because had I received the approval I could have confirmed it was incorrect what was submitted to ******** in the first place.

  
  Due to the recent issues that have presented themselves with Crash Champions I only wish to communicate through the BBB portal for documentation purposes. I also cannot answer my phone during my work hours as I am working. I appreciate the attempt to contact me and I can confirm I received the voicemail. For refund information please refund the card that was charged incorrectly on 9/13/2024. 
  I also submitted the recording of the interaction on 9/13/2024 with Crash champions to the BBB in a separate email due to the attachment space limit in the portal. 
  
  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 12/10/2024

  Per ****** ********* Director of Operations:

  Crash Champions has agreed to refund Ms. ******* for the door handle portion of these repairs. We are unable to process a refund over the phone, but she is most welcome to stop by the repair facility any time during business hours for the refund. Alternatively,we can send out a payment mailed to Ms. ******** home address if that is preferred. We realize she wants to communicate only through the BBB portal but she can text or call the director ****** S during alternative hours to arrange this refund so it doesnt disrupt her work schedule. With regards to final paperwork, she can reach out to ******** for their documentation and Crash Champions has provided her with a copy of the final invoice for work performed at pick up. 

• Initial Complaint

  Date:11/07/2024

  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.

  So on October 21st, I was in an accident. I hit something so it was my fault, Of course I have insurance with Geico. I filed a claim, I drove my car to Crash Champions on Cassat Avenue there a collision repair shop that was 25th October. They didnt inspect my vehicle until that Monday the 28th and the advisor told me that I have a small oil leak. I said OK. My car wasnt leaking before which it wasnt now prior I had oil change two weeks ago at *** and they didnt tell me that I had a oil leak or anything so Ive been driving it from October 4th ( oil change ) all the way until, I turned my car into them (crash champions ) on the 25th. No oil leak still So on the 29th, she told me that they repaired my car but she wouldnt advise me to drive it that I need to get it towed to a mechanic because all the oil has now leaked out of my car. So now, in a matter of two days of them having my car, all my oil has now leaked out my car. She advised me that if the mechanic can tie in the oil leak to the car accident that my insurance company will cover it, but she said with the damage and where my oil is housed on the vehicle she doesnt see how it caused it So they towed it to *** **** **** I received the estimate ( $3627)and the inspection video today and *** is saying that the accident did not cause my oil leak. So I asked The mechanic at *** how was it that I had a oil change on October 4th and have been driving it this entire time with no oil leak to all of a sudden all the oil is out my car and the accident didnt cause it . He stated these things that just happens. So now Im frustrated because I have to come out of pocket for this and I feel like no one wants to take the blame for it . I honestly feel like crash champions the collision shop somehow caused my oil leak and didnt know how to cover it up to get the insurance company to cover so now its just my fault and my problem that oil just miraculously started leaking out of my car. 

  

  Business Response

  Date: 11/11/2024

  Per ****** ******, Director Of Operations: " This customer is upset that they have to pay for an oil leak that is unrelated to anything that weve done and, per ***, unrelated to the accident.
  
  She was kept informed of the situation, as was Geico, after we noticed the leak. She believed it was due to the accident and wanted it put in with the claim. Geico is only willing and obligated to pay to fix the cause of the leak if it is deemed accident related. She was informed that she would need to pay any charges, including towing and diagnostics, if it was found to be unrelated to the collision. I understand that she is upset, however that does not make us liable for something we didnt cause, nor does it make the insurance company liable for something that isnt related to the accident.
  
  There are copious notes in the ** to debunk some of her claims. The vehicle was dropped off on 10/25/24 and the estimate was uploaded on 10/25/24. It did not take from Friday to Monday to get the original estimate completed.
  
  I dont know why the oil leak started when it was at our shop, but it is coming from a place we did not work on and per *** is a common issue with similar vehicles.
  
  Her frustration is warranted, but her placement in blame is not."