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:11/06/2024

  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 involved in a collision on 8/5/2024. I had my vehicle towed to this location on 8/8/2024 . I was told my vehicle would be ready in two months. I have txt msgs has proof . It is now 3momths later and still my car hasnt been repaired . I was told there was a back order on parts . I gave **** a phone number to get the part. **** claims the number isnt working. I called 3-way . **** than hangs the phone up. While wanting for repairs , Im currently renting a vehicle from Hertz. 

  

  Business Response

  Date: 11/11/2024

  Per **** ******, Director of Operations: " Team,
  
  Good afternoon! I have spoken with the shop about this matter. There is definitely a back ordered part (front bumper cover) that is causing delays. The *** of the part keeps changing from the vendor. This is also out of our control. Unfortunately, we have zero control over these types of situations because we dont produce the parts, the manufacturer produces the parts. We have called multiple vendors for this part and have searched several on-line resources as well with no luck. This is 2024 Buick Envista. Its a new model for 2024. This means that few parts have been produced for purchase.There are several known parts on back order for these vehicles.
  
  We can confirm that the customer did call us recently with information about somewhere he said he found this part. The phone # he gave us is not for a business that sells parts. It is an asphalt company. The customer and the service advisor tried doing a 3-way call with this company a couple of times and we were unable to hear anything on our end. It was just dead air. So,after a while, we hung up because we felt the 3-way call didnt work. The service advisor repeated the phone # back to customer and he confirmed it was correct. We have called it numerous times and the call either doesnt go through, its busy or its this asphalt company. This has been explained to the customer.
  
  By no means are we purposely trying to delay the repairs on this customers vehicle. Back ordered parts are a very real part of this business and we have little control over it. I understand the customer is upset with the timeline and because hes paying for rental out of his pocket. I sympathize with this issue. Again, we have little control over parts with no *** from the manufacturer.
  
  Customer Service is something we take great pride in at Crash Champions **********. Our CSI scores are typically quite good because we work to try and help the customers and solve problems. Sometimes, are hands are tied a bit. This is one of those cases. If anything else is needed, please dont hesitate to reach out.
  
  Thanks,
  
  ****" 

• Initial Complaint

  Date:10/31/2024

  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.

  My car was brought to Crash Champions to be inspected and serviced on a crash on July 22nd, 2024 that went through my insurance. I picked my car up after (12) days, paid them my $1,000 deductible, and they claimed all the repairs had been completed. When I drove off the lot, my car was still rattling and making noises. I called them explained the issue and they had me bring the car back to get checked out. It was then I found out that Crash Champions had outsourced the work to ********* and that they never even checked the work was done completely or accurately. It turns out ********* installed the wrong axle and I had to bring it back to ********* for another (3) days. When I picked the car up.. the issue was not resolved. Crash Champions then told me to take it to the dealership since they aren't experts on *****/Chrysler vehicles... When I took it to the dealership they told me that there were several bolts loose and the steering control arm is broken and needs a new alignment. Both the dealership and myself have tried getting a hold of Crash Champions in order to get the repairs fixed. We have spoken with the service managers, district, and regional managers and not one person has returned a phone call to give me an update on when I can schedule an appointment to finish the job completely which I had already paid them to do. As of today, 10/30/24 neither myself or the dealership has had any luck getting a hold of them and not only have I have now been driving with an unsafe broken vehicle for over 3 months, I've had to spend thousands of dollars on rental cars while it was being 'serviced'. When they took my claim on they agreed to fix the vehicle in whole.. not just half of the problem and they never notified me prior to July 22nd that they were going to hand my car off to a difference company who doesn't specialize in vehicle collision repair and then claim the work as their own.

  

  Business Response

  Date: 10/31/2024

  Per *** *******, Director Of Operations: " Good afternoon everyone,
  
  I am aware of this customer concerns. There was originally an issue with an Aftermarket axle. Customer brought the vehicle back and an OEM axle was installed. The customer brought vehicle to ********* location where the ** said he did not notice anything unusual. The ** let her know that we can have the dealer give us a second opinion. The dealer suggested the control arm be replaced due to the alignment specs not that there was an issue where part was broken or bent. ******* reached out to insurance for approval which was obtained a few days later. We have been working with the dealership directly to correct the customers issues. I will agree that there has been poor communication from the ******* location. Part of the issue is, that customer was also speaking to the ** at the ********* location. The dealership was also contacting Yorkville instead of *******. Unfortunately, the ** from ********* cannot add notes to Batavias file due to being in a different market. ***** from ******* did reach out to the customer today and apologize for the confusion and lack of communication from their end. There is an appointment at the dealership to have issues resolved tomorrow.
  
  Thanks," 

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22496080
  
  I am rejecting this response because: I was forced to bring my vehicle to the ********* location to get a second opinion because of the lack of communication from your office. Yorkville GM was the one who tild 
  
  Sincerely,
  
  Nikilett ******

  

  Business Response

  Date: 11/01/2024

  Per *** *******, Director of Operation: " Good afternoon all,
  
  I called and spoke with Mr. ******* She is very upset with the lack of communications from the ******* location. She had to bring vehicle back several times for mech issues. She said she kept being told to bring back to ********* since they did the work. I explained why mech was sublet out. She said Dyllon in ********* was a huge help. She is looking to get re-imbursed he rental that she paid. She is going to email me invoices and we will discuss further. Car should be done today at dealer. I will follow up with her when vehicle complete and I have the rental invoices.
  
  Thanks,"

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22496080
  
  I am rejecting this response because: dealership notified me on 10/29 that my vehicle was still not fully repaired. They said they have additional parts that need to be ordered and will need to get in touch with Crash Champions again for payment and to go over the original invoice and work that was done. The invoice was not matching the parts that were put in. They said the original lower ball joints had salvage yard part numbers spray painted on them which were the ones put in by ********** Those had to be replaced and new struts will need to be ordered since those were never originally replaced. I picked my car up on 10/29 to avoid further rental car charges and am currently waiting to hear back on a schedule date for my car to be serviced now a 2nd time at the dealership. 

  
  
  Sincerely,
  
  Nikilett ******

  

  Business Response

  Date: 11/11/2024

  Per *** *******, Director of Operations: " Hello all,
  
  I spoke with Mrs. ****** again. She let me know that the dealer did not finish her vehicle. They are now ordering a strut. We discussed the fact the dealer is not trying to diagnose the issue through process of elimination. She did say the writer at the dealer did tell her this last time they used a sound diag tool to find where the noise is coming from and it sounds like upper strut which was never replaced. We discussed the *** part that was replaced but determined that was inaccurate. Not only did we not replace LKQ, but did not replace at all. She seems to be a little more understanding now that the dealer is having issues but does not want to close claim until repairs complete. Last part is at dealer and she will schedule an appointment.
  
  Thanks," 

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22496080
  
  I am rejecting this response because: Vehicle seems to finally be in working order. After the initial phone call with *** I was under the impression that they have taken responsibility of their mistakes and would offer in good faith a full refund of my expenses that incurred throughout the last 4 months so we can move on from this situation. I was then told that a $500 refund seems adequate and fair on their end which is not only immoral, but insulting. Crash Champions Batavia knowingly handed off my car without ever having checked for repair completion OR safety of my vehicle and I was left for months driving with multiple broken parts and loose bolts, including a broken control arm, as confirmed by the dealership. I have been nothing but reasonable and patient throughout this entire process but it has been noted that neither party can mutually agree to a fair resolution and settlement in regards to their negligence. My lawyer will now be taking over communications from here on out.
  
  Sincerely,
  
  Nikilett ******

• Initial Complaint

  Date:10/28/2024

  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 am reaching out to formally submit a complaint regarding the quality of service and communication I have experienced with Crash Champions at their *********** location (#****) in ***********, **. My vehicle was dropped off for repairs on 10/08/2024 under State Farm Claim #**-73L4-98Z01, and after 17 days, I am increasingly frustrated with how my case has been handled.Throughout this process, communication has been inadequate, and my designated contact, **** *****, has repeatedly failed to provide timely updates on my vehicles repair status. Below is a timeline of events to illustrate the ongoing issues:10/10/2024: I was promised an update regarding the expected completion date, which I did not receive. I followed up on 10/14/2024 and was given a new estimated date and another promise for a follow-up on 10/16/2024.10/16/2024: I again did not receive the promised call and had to initiate contact myself. I received a new completion estimate and was told to expect an update on 10/22/2024.10/22/2024: No update came. After calling the main line at 1:32 PM, I finally received a response from **** at 4:19 PM, who informed me the vehicle may not be completed until 10/**/2024nearly a full month after the initial drop-off.10/23/2024: I escalated the issue to Branch Manager ****** *****, who assured me he would expedite the matter and ensure **** would call me with an update on 10/24/2024.10/24/2024: Despite these assurances, I did not receive the expected follow-up. I had to reach out to **** at 4:30 PM, and only then did he inform me that the parts for my vehicle were incomplete and that additional parts would be needed, delaying completion until 10/**/2024.The lack of communication, inadequate customer service, and the resulting personal expenses, including daily rental car costs, are unacceptable. I feel compelled to seek support from the H33373536353435**3639H in resolving this issue, as my direct requests have failed to prompt improvement.

  

  Business Response

  Date: 10/28/2024

  Per General Manager, ****** *****: " Good morning,
  
  I have been assisting in getting this vehicle through the shop as quickly as possible. As far as I can see, the repair has been progressing smoothly up until this point. Vehicle assigned to tech 10/8/24,vehicle torn down, supplement written, and parts ordered 10/11/24. At that point, we were waiting on parts to arrive before we could begin body ********** arrived 10/22/24 to begin body work. At this time, we found that the *** door we were required to use did not come with hinges. We could not hang the door for our frame tech to align the doors until those hinges were on the vehicle.Both, ****, and I informed the customer of the issue. He became unhappy with that update. Which I attempted to pacify by getting whatever is next available for those hinges despite if they are compliant with insurance or not.
  
  Those hinges are expected to be to us at some point today. I already prepped my technicians, paint team, and production manager of the severity of the job. This will be expedited as quickly as possible but, we also need to ensure a proper and safe repair."

• Initial Complaint

  Date:10/13/2024

  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 was in a car accident on July 4, 2024. I was rear ended. I filed a claim with my insurance company. I took my car to Crash Champions on July 9, 2024. I picked up my car July 22, 2024 and the car emblem was missing. I was told by an employee that the part was in back order and they should receive it within 10 days. I have called every week since then and they keep telling me its in back order and its nothing they can do. I just want the company to put the emblem on my car as promised.

  

  Business Response

  Date: 10/18/2024

  Per ******* *******, General Manager: " I just spoke to *** ****** and reviewed her concern. I mentioned to her that over 5000 of these are still on backorder with no date still. She was very understanding. I mentioned to her once it arrives I will personally call her and discuss getting it installed." 

• Initial Complaint

  Date:10/01/2024

  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 vehicle has been at the Crash Champions of **************, ** for 4 months result of an accident (and licensed as a ************** Repair facility) . The location has admitted to significant delays due to mistakes and errors made by them (including a 60 day initial delay due to loss of **** Certification, without notification). I have requested all paperwork related to the repair, as well as a negotiated compensatory settlement related to delays. Mr. *** *******, VP of Operations had agreed verbally to both items, but has not responded to my communications for over 2 weeks.

  

  Business Response

  Date: 10/10/2024

  Per Director of Operations, ***** *****: " Mr.*******-
  It was my pleasure speaking with you today.I trust the resolution we offer you was enough to satisfy your concerns. If you need further assistance please contact our facility or stop by at your convenience. Thank you. "

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22365929
  
  I am rejecting this response because:
  
  I recently spoke with Mr. ***** but the conversation was unhelpful, and the situation remains unresolved. He refused all my requests and inaccurately communicated the issue is settled in his response to the BBB. He offered $1,000 in compensation, far below the $11,857.69 requested. I escalated the matter to his superior, Mr. ************ *********** but no resolution has been finalized. My requests:

  1. Complete and accurate repairs with warranty.
  2. All correspondence between State Farm and Crash Champions, including acknowledgement of **** Certification disruption leading to 60 of the 123 days delay while not communicating this important detail.  NOTE - If this lack of **** certification was provided at the time of vehicle intake, we could have taken our vehicle to anther facility. Instead, we were held hostage for 60 days of -0- activity and lies by the Crash employees.
  3. Payment of compensatory damages, with a release to be provided.
  

  Since the creation of this claim my vehicle was returned on October 7, 2024, 123 days after entering the shop.
  Resolution to Item 1 is pending inspection, and Mr. ********** has only partially fulfilled Item 2 (missing communication with State Farm). The compensation request of $11,857.69 has been countered with an offer of $2,000 along with an apology for the significant delays.

  As detailed in the attachments, Crash Champions held my vehicle for 83 extra days due to internal delays and fabrications. I will settle this complaint for the sum of $8,000 vs. the open demand of $11,857.69 in settlement, a figure based on delays solely caused by Crash Champions, excluding normal repair time. I am prepared to sign a release to settle this complaint, provided the repair warranty remains intact.

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

  

  Business Response

  Date: 10/11/2024

  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: **** *******
  
  Thank you for reaching out. Im very sorry we havent been able  your concerns. We would be happy to discuss the matter further at your convenience. Have a great day."
  
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback. 

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22365929
  
  I am rejecting this response because:

   

  The response has not provided ANY ANSWERS to the request for 
  
  1. Copies of Communication between Crash Champions and State Farm

  2. Payment of Compensation Settlement as agreed to by *** *******, VP Ops of *****, ** area.

  To Crash Champions: You may provide settlement payment per the attached excel file, to which I will complete a release of claim.  You may contact me at the phone number and email address you already have (keeping those off this feed to avoid security issues).

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

  

  Business Response

  Date: 10/23/2024

  Per General Manager, ***** ***: " It was my pleasure taking care of your vehicle. I trust the resolution we offered you was enough to satisfy your concerns. If you need further assistance, please contact our facility, or stop by at your convenience."

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22365929
  
  I am rejecting this response because:

  The response to the BBB is generic. I am NOT satisfied with the discussion. Despite providing BBB ample information their responses refuse to get into the details of the situation.  I would caution anyone looking to work with this organization to be aware of the errors they have created leading to a repair which should have taken 30 days taking 123 actual days to complete.

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

• Initial Complaint

  Date:09/16/2024

  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 took my ****** Highlander to this business for repair in February 2024. Unfortunately, the quality of work and customer service I received was very disappointing. Heres a summary of my issues:1.When I picked up my car, the interior rear was wet from being left open during heavy rain. This caused a terrible stench that I have been unable to remove despite following their suggestion of using a car bomb. I feel they should take responsibility for this and remove the odor themselves.2.The carpets were poorly reinstalled, leaving debris and a large hole under the front passenger seat.3.The rear gate was not properly aligned after repair, with rubber pieces sticking out. I brought this up to *****, who assured me it was normal, but comparisons with other cars prove otherwise.4.During a recent tune-up, my mechanic discovered that the sensors were reattached improperly using tape, which caused functionality issues.5.The front bumper keeps popping ********* can still see the indentation on the side rear passenger door. ***** was kind enough to replace the bumper protector that their repair folks forgot, and I appreciate that but all of these other issues have just been piling on.I have tried multiple times to resolve these issues with the business, through email, then reaching out through chat, where I was promised follow-up that never came. At this point, I feel I have no choice but to file this complaint.This experience has been frustrating and disappointing, and I would advise caution to anyone considering using this business for repairs.Please note, the company has been sent videos and photos of the issues.

  

  Business Response

  Date: 09/19/2024

  Per General Manager, *** *****: "Good afternoon everyone,
  I was made aware of this customer earlier today. The several attempts seems like an exaggeration. The email that she is referencing was sent to an address not monitored by crash. I have a hard time
  Taking responsibility for not returning a message when we never received the contact. Mrs. ****** has our phone number and knows where we work. I am going to dismiss this. The wet carpet I dont know the repairs were performed in February 6 months ago. I know people are busy but that is a long time to be mad about things that I have not been made aware of. The gate was adjusted once how ever I am sure we can perform the needed moves to make it fit as designed. I have looked at the video and am not sure what the cause of the hole in the carpet. This is a portion on the interior we did not have to move to perform the repairs. Lastly the park sensors do attach with double sided tape. We will inspect and if the adhesion failed, we will correct that. These are all small issues Letting them build up for months has caused it to become an emergency. ******* has an appointment next week to come in and allow us to evaluate the issues and plan to correct them.  I left a message earlier this morning asking her to return my call.
  I will reply again once I have seen the condition of the car and our repairs.
  Rob"

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22294562
  
  I am rejecting this response because: 

  I do want to respond to ***** comment. 

  
  

  There was no exaggeration in terms of how many times I reached out and mentioned the issues to *****. I had to go back a few times after I initially picked up my car for various reasons including parts they forgot to put back on or put on correctly. Each time I visited (including when I initially picked up) I let ***** know there was a foul smell. He mentioned trying a car vent "bomb" and that was the extent of the help. I also want to add that the email address I was given was given to me by their service desk worker. When no one responded to that email, I included the emails of their info, communications and afterhours email addresses. I have the outgoing emails to support my claim. Some times when talking to folks in person doesn't produce the results you want, you try to contact corporate in hopes that they will help resolve matters. That is why I resorted to email contact. After the emails did not work, I contacted them through chat. The first ***** told me to expect a call, which never happened. The second attempt resulted in having to send another email. 

  
  

  There has been some progress made. I am taking in my car to be worked on tomorrow and was told I would have it back on Saturday. Once I have my car back and things looks acceptable, I will update this complaint. 

  
  

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

  

  Business Response

  Date: 10/09/2024

  Per General Manager *** ***** "*********************************** has solved Mrs. ******** concerns.
  We performed the requested adjustments, and detailed the interior. We
  Replaced a clip on the door molding and repaired the hole in the carpet."

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22294562
  
  I am rejecting this response because:

   

  We are VERY close to being done with this. Crash champions did make good and fix the issues noted, however, in the process of cleaning it the panel on the side of my driver's side chair was damaged. It appears to have been an accident and ***** and his supervisor said they would get the part and make the repair. I appreciate the work they've done to make this right and as soon as that piece is replaced we can close out this case. Thank you!
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 10/23/2024

  Per Director Of Operations, ** ******: " We have done all we can to resolve her complaint. There is nothing left for us to do."

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22294562
  
  I am rejecting this response because:

   

  As stated in my previous response, we are almost at a resolution, however, in the course of fixing previous issues a panel on the driver's seat was broken. We are coordinating a time that I can come in for it to be fixed. Once that is done, we can close this case. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 10/31/2024

  Per *** *****, General Manager: " Good morning everyone,
  Mrs ****** is correct a plastic cover on the lower seat needs to be replaced. We ordered and have received it.
  We have placed 3-4 calls requesting a time for her to come in and install this part. " 

• Initial Complaint

  Date:09/15/2024

  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 purchased a car & after a minor accident, Crash Champions examined the car & stated it had some previous structural damage not related to the accident. They attempted to fix the damage & overcharged me after I had an independent assessment on the car months later. (Pls see attachment.) They also overcharged for the unregistered /undocumented parts used on the car rendering it even more unsafe.

  

  Business Response

  Date: 09/19/2024

  Per Director of Operations, **** ******: " Good afternoon! I figured I would investigate this since the current GM (**** ****) wasnt in place at the time this customers car was in the shop. I also wasnt the assigned DO at the time. However, this is what I am seeing thus far.
  
  1). We repaired the customers vehicle in February ********** were 2 insurance claims, and a customer pay repair order.
  
  2). The 1st insurance claim was to repair the front end of the vehicle. Photos show it to be a pretty direct hit to the center front but nothing too serious based on the photos. The claim was just over 5K in damages with much of it just being bolt on parts ($3800 of it was for parts alone). Very little labor was needed on this claim..
  
  3). The 2nd insurance claim was to repair the rear of the vehicle. Relatively minor cosmetic damages to the rear bumper cover. No parts were even replaced.
  
  4). The customer pay portion was due to Allstate denying the ** Front suspension damage and engine mounts as part of either claim because the facts of loss and/or the accident report didnt support it being related.Therefore, the customer paid this out of pocket. They were informed of this and chose to do so.
  
  5). Fast forward to Aug/Sept 2023. Vehicle comes back in as a vandalism/theft claim and ends up being a total loss. I have to assume that the customer settled with ******** for the value of the vehicle therefore the vehicle would no longer be in her possession nor a need to do anything further with the vehicle.
  
  So, Im not sure why the customer would be asking for a refund unless shes upset that she paid out that money and then a few short months later her vehicle ended up being stolen/vandalized and thus a total loss. I didnt get the attachment that she supposedly sent initially but Im not understanding why this is being brought up when the vehicle was deemed a total loss 10 months ago. Maybe there is more to the story that Im not understanding? Please LMK if there is anything else I can do to assist.
  
  Thanks,"

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22289442
  
  I am rejecting this response because:

  Crash Champions made the structural damage worse when they tried fixing the problem, according to my car expert evaluator & they also overcharged me for certain parts as the attachment shows.I am asking them to refund the out-of-pocket money I paid to them of over $3000.

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

  

  Business Response

  Date: 09/25/2024

  Per ***** *******, VP: " This would be a 2-part answer:
  "Customer was asked to provide full re-inspection report so we could gather all facts. Customer declined unless payment was made. We are unable to determine if any liabilities are owed due to not being able to review all facts.
  
  
  
  Customer is asking us to state that in writing that vehicle had pre-existing conditions when purchased from ***********************. We are unable to provide this documentation as we didnt review vehicle prior to her purchase and this would be a false statement. "

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22289442
  
  I am rejecting this response because it is untrue that Crash Champions did not/does not know of any possible structure or suspension damage with the car because they ordered a new right front mount, a new axle assy & a new stabilizer which technician working on the car saying the car looked like it has prior strucural damage.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 09/26/2024

  Per ***** *******, VP: "There isnt anything else to add. ******** refused suspension work and notes are attached. We quoted the customer a price to repair and she accepted and paid in February 2023. The notes clearly say wear and tear, not installed improperly etc no notes of structural damages that she is stating. "

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22289442
  
  I am rejecting this response because I paid them $3045. to repair their stated suspension/structural damage which was NOT related to my minor accident which is why ******** did not pay the money. One of their own mechanics said he saw structural damage on the car which is also mentioned in the Car Fax report. CC was not able to repair the damage which is why I am asking fir a full refund. They also charged more than if they had bought their parts at a retail store, according to my car expert, which cost me over $1000. more. Outrageous they are not taking any responsibility.

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

• Initial Complaint

  Date:09/15/2024

  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.

  Good morning,When I first worked with the company ( Centerline Carstar) 20 years ago after my new pathfinder was rear ended, I never thought I would get it back. But the ***air really exceeded my expectations. It was like I had just picked it up from the dealership. I became a return customer many time over the years. Detail on my Navigator every spring, ***airs on vehicles my kids owned and so forth. Fast forward to the recent business interaction. The *** promised us we would get our vehicle back in like 10 days depending on how fast the insurance company responds. Not an issue as we understood this process. I followed up on the ***air the following week, the *** told me he had not heard back from our insurance company and the ***************** told us they had not heard from the ***air facility. So after telling the insurance company the ***air show is waiting on them, we lost another week. That following week, the *** said the vehicle was going into paint ( On a Thursday ). I followed up the next day to find out the *** was out for the weekend, Meanwhile the insurance company alerted us we had to return the rental because the claim rental allowance was reached. So outside of not having a vehicle, we has to wait like another 2 weeks. We got the vehicle back, but we had to bring it back because all the parts were not in. And on top of that, the vehicle had not been so much as vacuumed which was odd to me as that was not past practice. I asked the *** about it and was promised it would be taken care of when we brought the vehicle back for the other parts that came in. When we picked the vehicle up. Nothing was different outside of the parts that was installed. I called the *** and asked why it was not done, I got excuses and apologies. We recently discovered an incomplete ***air.

  

  Business Response

  Date: 09/25/2024

  We have attempted to contact the customer multiple times. The number provided has been disconnected. If further assistance is needed you can reach us at ************ or email ********************************************* Have a great day!

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22288062
  
  I am rejecting this response because:
  No-one has atttempted to reach me by any of the methods provided. I am available by phone, email ( Which is provided ) and US Mail.

   

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

  

  Business Response

  Date: 09/26/2024

  Per General Manager, ****** *****: " Good morning everyone. Upon the vehicle being dropped off at the location we had written a prelim estimate and in our data base the vehicle was at 90% of the threshold of the value of the vehicle. We sent it over to the insurance company and waited 2 weeks for them to decide if the vehicle was a total loss or it would be ***airable. This long delay of the insurance company we have no control over and as stated the customer was aware of the process and what was going on. When we got the approval to ***air the vehicle and started our parts ordering we discovered that the headlamp that needed to be ***laced was dis continued not back ordered dis continued which means the manufacture does not make the part anymore. We used all our resources to locate a *********** the meantime we continued with the ***air process. After we had the vehicle ***aired, painted, and almost all the way re assembled we spoke with the customer about ***airing his original headlamp to the best of our ability and installing it back on the vehicle until we were able to locate a new one so that the customer would not have to be without his car since his rental coverage had been out. We delivered the vehicle back to the customer and kept searching for his headlamp. One became available and we purchased it and had the customer come back to have it installed as well as a PPF film that needed to be applied to his hood and fender.  As far as the vehicle being clean when he picked up  we performed a typical clean up service that we do on all of the vehicles that come through the shop. We do not perform full details at this location. In his past experiences with the previous company I can not speak on but I can assure you that his vehicle was washed and vacuumed upon delivery. When the vehicle came back to our location to have the new headlamp installed I can also assure you that we washed, vacuumed, cleaned the windows and wiped down the interior. I think the customers own expectations were for us perform a full detail and on his car but they were never promised from the *** at our location as we do not perform those services.  I would like an explanation on what part of the ***air is incomplete? On our end we show that all parts and services are complete and nothing is owed. Please advise further information on what part of the ***air is incomplete. Thank you." 

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22288062
  
  I am rejecting this response because: We understood we needed to bring the vehicle back due to a back order on parts. This was told to us after having the vehicle dropped off. The insurance company was waiting on your company and that delay cause the rental budget to run out. Yes, we must have been mistaken on thinking your company would have the same great level of service as the ******* detail was expected, but part of the repair service in the past.  Thank you for pointing that out. Now on the incomplete repair. I included photos in my original complaint. For context, the two screws that fasten it to the bumper frame are not there, leaving it to be either pulled off or flap in the wind. We now have to find another company to repair.

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

  

  Business Response

  Date: 09/27/2024

  Per Director Of Operations: ***** *****: " We have offered to have them to come back to correct the repairs but as she stated below, she only wants to take it to another repair facility.
  We cannot force a ** into a location, but we have attempted to get them back in to correct.
  
  We have shown corrective action and an attempt to assist but if the ** doesnt want to come back for us to inspect the missing screw, there isnt much else we can do.
  
  
  
  The vehicle owner can still bring it down for us to help with this correction, but that will ultimately be their decision.  "

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22288062
  
  I am rejecting this response because: when bringing back the vehicle for the back ordered parts, the concerns ( Outside the incomplete repair. ) , we were promised things would be right then, and the matter was not corrected. So how can we trust things are done or made worse? I am sure you would understand that. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:09/04/2024

  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.

  Due to lack of response from this business (now Crash Champions but Modern Auto Body before, and staff remains the same) this problem goes back to Feb 2022, with original repair made to my ***** bumper using ************** in Nov 2021. ***** from "Modern Auto Body" now "Crash Champions" explained to me in person after examining their work on my car in Nov 2023 that the after market bumper they installed was indeed "too long" and the bumper popping off could only be fixed PROPERLY using an OEM part .USAA approved an after market part. He said they would submit a supplemental estimate to USAA, which went nowhere with them, so I picked up the ball and REPEATEDLY called USAA over the next several months. Due to delays with USAA response, and through no fault of my own, communications took over a year! USAA finally sent an appraiser to physically inspect my car in Apr 2024 & USAA issued additional funds to replace/repair the bumper, which I then communicated to Modern Auto Body/Crash Champions. Sensors inside the bumper are also affected due to misalignment. I have called ********************************* at (now) Crash Champions to NO AVAIL or response. I think this will "cost" them to repair but they should stand by their original repair/replacement & re-do my car. I want the job done properly so the bumper repair/replaced and sensors fit my car even if Crash Champions must pay what USAA won't. Modern Auto Body received $4976.08 with me paying $1000 deductible that I'm not paying again. I have been pursuing a resolution in good faith with them & see no other way to resolve this other than to file a complaint with BBB. I regret that this is the case. This business is totally giving me the runaround & has allowed so much time to lapse that most people would have given up. I truly think that's what they want me to do, but my car is still in excellent condition, other than the front bumper separating due to a faulty fit & sensor ill fit. heir phone ************. My spouse is a Veteran. 

  

  Business Response

  Date: 09/13/2024

  Per General manager, ***************************: " Here are the main points to this matter;
  
  -Modern Auto Body completed repairs in August of 2023 and had installed an Aftermarket Front Bumper Cover.
  -November 2023 customer came to Modern Auto Body with the Aftermarket Front Bumper Cover detaching from each fender.  Supplement and supporting photos were submitted (multiple times) to her ***************** (USAA) to approve a ***** Bumper Cover to be installed for just over $2100.00.
  -June 2024 USAA completed their supplement which only pertained to the cost difference between labor rates and the ***** Bumper vs the Aftermarket for a total of $ $348.00.  This documentation was received from the customer in July 2024.
  -August 2024 Final attempt to resolve this matter was made with USAA-No Response.
  -September 2024 Informed customer that we had exhausted all our resources to rectify this situation and advised the customer to contact her ***************** regarding the differences since weve not been able to resolve.  Maybe that would help?
  
  If you need any additional information, please let me know."

  Customer Answer

  Date: 09/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/03/2024

  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.

  Crash Champions in *******, ** the ***************** location is the shop I chose to do my repairs for my car accident with my insurance. They have had my car since July 13th, 2024 and it is now September. Every single week, since the end of July, I have been told my car will be ready. Only for them to move the date a day or two before the completion every time! Whenever there are a delay in things I usually have to be the one call them to find out more details on why. My service advisor tells me they ordered a part or a part arrives one day on the phone and when the next person updates a few days later or the following week, I am being told otherwise that they are just now getting that part or completing that step, basically lying about certain during of the process. The last week of August was when repairs were done and they only needed to clear codes they pushed the completion and extra week! They did NOT answer the phone when I called, the advisor plays a cat and mouse game, as well when I got fed up and wanted to pick up the car anyway and I wanted to get the codes cleared myself at the dealership. My advisor and whoever is the manager refused to let me pick it up because it was near completion (they said that every week) and only had one more step, and also that the car was unsafe even though they fixed it. I LEGALLY have the right to pull my car out of the shop! I have lost my part time job due to all the waiting and horrible communication over not be able to fully give FACTUAL feedback to my job. I wouldve never came to this shop had I knew the service was this unprofessional and lack of care, understanding, and urgency. I already paid my $1000 deductible when I was originally told it would be finished to get it out of the way. I dont believe anything anyone tells me anymore.

  Customer Answer

  Date: 09/06/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***********************