Complaints

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

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  Crash Champions, LLC

  601 Oakmont Ln Ste 400 Westmont, IL 60559-5570

  
• 

  Crash Champions, LLC

  W241S4130 Pine Hollow Ct Waukesha, WI 53189-7901

• 

  Crash Champions Collision

  1001 Auto Center Dr Antioch, CA 94509

• 

  Crash Champion Collision

  1001 CA-49 Jackson, CA 95642

• 

  Crash Champion Collision

  10011 E Kellogg Dr Wichita, KS 67207-1901

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:08/29/2024

  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 mother, *********************************, was in a car accident on 12/29/2023. The responsible party's insurance paid for repairs on my mother's 2013 ****** Altima at "Crash Champions" #**** ******* (********************************************************). My mother passed away unexpectedly in February. The repairs were completed and there was little to no communication/information provided from the repair shop. The vehicle was fraudulently picked up from "Crash Champions" car repair shop in *********** on 5/30/24. They have not been forth coming with any information. I have asked what verification was done upon the release of the vehicle, paperwork regarding the release of the vehicle (i.e. repairs done, warranty information). I have been advised by the manager, staff, and upper mgmt that they do not verify anything they just release the vehicle, no paperwork, no signatures required upon release.I filed an incident report Case # SAPD24156839, and police report with SAPD filed Case # SAPD24183072.

  

  Business Response

  Date: 09/09/2024

  Per Director of Operations  ***********************.

  "Good Afternoon, The owner of the vehicle ********************************* passed away while her vehicle was in for repairs. We were unable to get ahold of anyone in regards to an emergency contact or relative. We contacted her apartment complex and was given the confirmation she has passed. Apartments had zero secondary contacts for her and we hit a dead end. We when had a gentleman arrive saying he was handling the estate for ********************* and came to pick up the vehicle. He provided documentation stating that he was handling and had all correct vehicle information. We did not collect a copy of this paperwork at delivery but it was validated with both the *** and GM. ***** later the customers daughter ************************* reached out saying she was looking for the vehicle and wanting to pick it up. We explained that someone handling the estate had already picked up the vehicle, she informed us that is impossible as she was the one handling. She initially was upset and I explained to her the process and that yes we did not take a copy of the paperwork but he showed enough proof of ownership that it was released to him. I instructed her to file a police report and give them our contact information so we can share any helpful information. Also reminded her that if she is handling the estate and her insurance policy is active then she can report the vehicle as stolen and file a claim. She was very thankful. During that conversation she told me while is was on the phone with her that she saw an oil change was completed a a few days ago (in June/July) I told her perfect theres a lead the police can use.However I dont see how she would have access to that information because searching the vin does not show service histories through Walmart.com and all others are paid services(Carfax). However with that information today on 9/3/24 I was able to reach out to ******* and get the information of the service done.I have forwarded this to ****** so that it may assist her in finding her mothers' vehicle. The person who was in possession of the vehicle at ******* was a ********************* address ************************************. "

• Initial Complaint

  Date:08/28/2024

  Type:Billing 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.

  ***************** and I contacted Crash Champions on 8/8/24 to request that they repair the paint damage caused by their technicians removing and replacing my vehicle's rear bumper while it was under repair for insurance claim CAPA-********.***************************** at Crash Champions San ***** inspected my vehicle on 8/12/24 and agreed that they had caused the damage and would proceed with the repairs, which took one day to complete. During this time, I was given an option for a rental at ********** and told they would cover the cost.On 8/13/24, I was informed that the repair was complete. I picked up my vehicle at Crash Champions in **************, where they took possession of the rental car. I was later invoiced and charged by Enterprise for $119.33 in time and distance rental car charges. I informed ******* of this on 8/14/24, and he told me to email over the receipt from Enterprise and that he would look into it. After emailing over the invoice, no one has followed up with me or returned my calls.***************** and I have contacted Crash Champions San ***** several times since then, asking for payment to cover the Enterprise rental charge, but we have yet to receive a response back.

  

  Business Response

  Date: 09/12/2024

  *****************************, The General manager:

  The customer was refunded $ ****** on 9/3

  Customer Answer

  Date: 09/12/2024

   
  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:08/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 7th I paid the $500 dollar deductible to get my car out the shop the was what my insurance company Geico and the shop crash champions told my I owed on august 20th crash champions gave me a call saying I owed $250 dollars because my insurance company said they was not paying for a certain part of the repair after speaking with the insurance company I was told they communicated this with crash champions before they did the work on the vehicle. Crash champions did not communicate this with me until August 20th 2 weeks after I picked my vehicle up and they are now threatening to send me to collections if the money is not paid.

  

  Business Response

  Date: 08/23/2024

  *************************** , General Manager, 

  ***** denied the trim panel on the rear gate said it was from a prior claim after the car was delivered. Called the customer for payment on the trim panel and the customer asked for time to review the damage with Geico 

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22182564
  
  I am rejecting this response because: ***** claimed they communicated this with crash champions before the work was done but this was not communicated to me until after the work was completed the deductible was paid and the truck was picked up
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/26/2024

  Per Vice President ***********************" the customer signed and authorization to repair that states anything not covered by the insurance company will be their responsibility. As **** stated the carrier denied the trim panel after the car was delivered back to the customer so that is why he was called to pay for it after delivery."

  Customer Answer

  Date: 08/27/2024

  but the insurance communicated this before the repair was done this should have been communicated to me before the repair was done
  Complaint: 22182564
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/19/2024

  ***************************, Vice President: "We do not control what the insurance approves or doesnt. We received 3 change requests from Geico on 7/26,8/24,8/28."

• Initial Complaint

  Date:08/17/2024

  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 I took my car in there to cross champions in Greeley and dropped it off and they quoted me to fix everything underneath all the plastic harness radiators exhaust bumpers bezel license plates bezel and some other things and they quoted me at $6,600 and something for everything well I dropped it off there and they called me the next day asking if they could send it for ******* cuz they had nobody to work on it there and I was kind of hesitant and I said what did they do good work and they were like yeah so I said I go ahead well they had my car for about 3 weeks 2 months and the day I got it back I took off and notice it was not still driving right I hit him up and it will pull to the side well I got home and looked and there was nothing replaced underneath there's bolts hanging from my but my exhaust there was nothing replaced just one plastic piece underneath which everything in the accident got damaged underneath there was part parts on my car that weren't on there anymore when I got it back they left wires hanging in my bumper they left the sensor lane in the bumper number thing so there was 10 missing bolts out of my car and there was no prior damage to to take it in my car was 100% original from factory and they also had broken one of my cooling lines which I complain about and they my head wouldn't close right and I complained about all this to them and to the insurance wow these guys never guaranteed their work they're supposed to be guaranteed work and they never guaranteed it and they did my whole cooling system and my car was getting hot and I also called and complained about this and told them that if my engine blows someone is going to be held responsible wow My engine did blow and it only had ****** miles on it well these guys I called them trying to get a corporate number and the manager says well I have nobody for you to talk to and I can't do nothing for you did you not contact me within the next day

  

  Business Response

  Date: 08/20/2024

  *******************************, Director of Operations: " Good afternoon team,
  
                 At this point I am unsure how to proceed as none of ******************** claims are accurate and he has been turned away from our locations and his insurance company has denied any of the claims that he is making as well. This car was never repaired at 624 Greeley and was load leveled to 623 Mulberry. This customer has brought his vehicle to the ** of 623 ******** and we have found again that none of the claims are related to the accident he was involved in.His insurance, American Family, has stopped returning his calls at this time per the manager that handles our account for northern ********. These claims by  the customer are incorrect and are slanderous. "

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22156808
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* unrelated and yes my car was at Greeley shop they were supposed to work on it how would you know did you drop it off so her is a manifest written by your shop everything they touched everything the replaced supposedly and they were not correct I am a mechanic have been for 30 plus years and currently a rv tech so yeah I do know what I'm talking about yeah that's exactly why insurance is going to court and they are about to look silly I have a number of shops that have worked on my car as far as detail ceramic coating paint correction and ******** is the only shop top service my vehicle so you eanna stick to that nothing related story huh i have a paperwork by your shop saying it is related and how do you say my car overheating isnt realted you repaired  my whole cooling well you forgot to put sensor's and bolts and parts that were there before  left bolts hanging from the exhaust that your shop replaced but it's not related and your shop has a guarantee where ain't seen one yet also fraud and false advertisement is in play here you still wanna play that unrelated game or you wanna stick to your advertisement quality repairs with grauntee hum

  

  Business Response

  Date: 08/23/2024

  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 General Manager, Dezirae: "The vehicle was dropped at ******* 624 and we load leveled it to Mulberry 623. We did the check it in here and took some pictures but then it went to ******** for repairs. Customer claimed a bunch of suspension damage, rear diff was covered in fluid and dirt,struts all leaking all the way around the car (indicating old UPD damage). Tayt at ******** presented the customers concerns to ******************* at AMFAM and all were declined as wearable parts with UPD.
  The customer agreed to, and was given a few appearance allowances for the under-******* as they are discontinued and no more in the ***.
  Customer took car back to Mulberry for warranty check for hood fit and Tayt offered to refit it and customer declined stating he didnt have time.
  Customer has left multiple reviews, emails, voicemails, to the point of threatening employees and harassment and to where AMFAM will no longer even take his calls. Shops have stopped taking calls as well.
  I am just asking to object to having this on my BBB at ******* 624 as I never even touched this car or completed any repairs at all.
  All of his complaints have been looked into by Crash staff as well as AMFAM and AMFAM declined them leaving us no choice but to follow our ************ decision as ****************************** Also just FYI the customer hit a plastic hubcap in the highway,and then claimed suspension damage at all 4 wheels, rock chips on hood and windshield and the front bumper and cooling issues. The only visible and direct damage that could be related were front bumper and cooling."
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback.
  
  Thank you,

  Customer Answer

  Date: 08/24/2024

   
  Complaint: 22156808
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* and get your story right guy The object wasn't a plastic hubcap  it was a piece of recap from semi the whole tire cap flew off to semi yeah you don't know what you're talking about in your referring to everything I ain't even complaining about dude and I'm not asking you what was wrong with my car I'm telling you what what you guys repaired all my car is not correct and it wasn't correct just like the taped up wire harness that had black tape on it you guys can't tape that up That's a safety issue and also the exhaust you guys replaced the whole exhaust you guys left bolts hanging from my exhaust you guys left sensors laying in my bumper you guys left bolts off my car you guys didn't correctly align my hood so it shuts right The plastic front license plate bezel was not replaced that was also damaged and my car was overheating when I got it back which I complained about multiple times and which caused the engine to go bad so yes you guys did not do your repairs right that's what I'm talking about I ain't talking about nothing else guy you guys you and the insurance keep going back to the plastic piece when I ain't even referring to that I didn't referring about nothing about that I'm referring to the right guys the work you guys did what you guys let left the broken clips inside my bumper wires hanging in my bumper you guys broke a overflow coolant hose which I had to replaced 2 months prior and every time you take that hose off you're supposed to replace it with you guys didn't you guys left parts off my car that were on there before this is what I'm talking about I ain't talking about nothing else I'm talking about the work you guys did to my car and which caused my car to overheat because they're still broken wires in the harness and you guys taped it up they can't keep up a harness that's the main harness you guys can't take that up you got to get a new harness what are you guys think That's a safety issue dude I should have never got my car back in the condition it was it's unsafe and you guys ain't mechanics I didn't ask you guys to see what's wrong with my car I know what was wrong with my car nothing besides the shocks and the control arm was damaged in the accident I was driving my car during the accident I was not able to drive it 3 months after accident until I fixed that control arm myself and I have all the proof I even took it to another mechanic I'm a mechanic myself and there is no way to tell if it was from where or from the accident but which it was because I stated it was damaging next My car was not doing that I drove my car 45 minutes to work 45 minutes back where do you think I was going when I got in the accident to work I was driving my car before that and I couldn't drive it when I got back so you tell me dude you think you know why everything you weren't even there and yes the insurance is still taking my calls and I still am talking to the insurance so that shows how much you know and I'm holding you guys responsible as I told the insurance when my car was overheating that if the issue was not corrected that would cause damage to my car which you and them will be accountable for and I am filing for court you don't got more if you guys decide not to tune or nothing about it well then you're going to court and I got all the pictures I got all the proof I got my car that shows everything I left everything as is as I got it back and yeah you guys are going to court so the jury's going to decide to this one so if that's still your story dude and you still want to go back to referring to what was damage and what was that wasn't damage and what was wrong with my car decides the struts so what I didn't ask you guys nothing about the struts so get your started correct but I have the manifest of every part you guys took off my car and everything shows that you guys did not do proper repair work to my car that's why I'm taking you to court if you decide not to do nothing so that's on you I even went back to your shop and show **** who is not a mechanic He's a auto body person none of your guys are mechanics in there so yeah that don't give you the right to say what's what because you're not a mechanic you're an auto body guy I'm a mechanic and I took it to mechanic and they verified also ******** also verified that the repair you guys did were not correct and I'm pretty sure ******** goes their cars so you guys are not paying attention to what I'm talking about I sent pictures I got pictures I got my card that shows the repairs that you guys did that are not correct how do you call hanging bolts from exhaust and taping up a wire harness and leaving parts off my car that were on there even bolts out of my car leaving plastic pieces that were on my car that were there before leave them leaving them off how do you call that correct repairs dude you guys showed that all we do quality to repairs we call that quality deed you got another thing coming so get your facts right guy and also I'm going down to the mulberry shop and I'm talking to the original guy that I took my car to the first place yeah and you're right it wasn't repaired easily shop I took it there to the early shop and they couldn't work on it so they called you guys to have it taken to your shop because they didn't have nobody to work at it at the time and they called me and asked me if you could go over there which I hesitated because I didn't know you guys and I made the wrong choice and also I made the wrong choice with the insurance with their preferred shop but you guys just work was supposed to guarantee and you guys haven't guaranteed none of your work none of it which all the repairs you made were not correct none of them you guys did s*** job on my car and I got all the evidence to back it up so you want to stay with that story you go right ahead

  

  Business Response

  Date: 09/13/2024

  Per General manager, ***************************: ******************** vehicle was not repaired at Crash Champions of Greeley. No repairs or disassembly took place at the ******* location which renders this complaint against the Greeley location invalid. I believe we are at a point that nothing else we say or do will matter so there is no path forward when the customer is entirely unreasonable.

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22156808
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* nobody said it was repaired or disassembled in ******* I said I dropped it off at Greeley shop and yous have not said anything about your warranty or to take it back so yous can properly fix your bad repairs and to find my parts to put back on that were on before or to fix overheating since yous replaced the whole cooling system but left broken clips clips sensors laying in my bumper wires hanging in my bumper bolts hanging from my exhaust that use has replaced the whole exhaust and not once was I ever told to take it back so you can repair the uncorrect repairs used did battery pairs none of your work was ever guaranteed all you and the insurance says was it wasn't related you tell me how it wasn't related when you did the work you guys make no sense you guys gave me no options you just let my car get worse due to the repairs and I would not ever take it back to your shop because of the work you guys had done and the damage you caused to my car you guys gave no warranties what you were supposed to so you tell me why it wasn't taken back in to even look at the only concerns you guys had was my hood that don't latch right and to look at the clips that's all you guys ever offered you guys didn't offer anything else never mention anything to me I have all emails all photos and you guys never even gave me a estimate on what was going to be fixed and everything you never called me and told me how much it was going to be I never heard nothing from your fort ******* shop the only thing I heard from you guys is you were waiting on exhaust for it to be done and that's it you guys never gave me any information and I never agreed to any thing because you gave me nothing no info at all so I I am in the process of going to file with the courts so they can see all the evidence and let the jury decide and see how you guys just make excuses for everything that has come up that's all you just have done no guarantees and I had left my car as is since it came from your shop so they can come out and look at the repairs and verify so you will be responsible you are the only ones that has touched that cooling system and exhaust system and I have the manifest of everything you guys touched and that's exactly what is wrong with all the repairs used it unacceptable it's unsafe and should have never been giving back to me in that condition as it could have hurt me or someone else and now has caused the damage that I had complained about and still nothing is ever said from you guys are have any concern for what was going on if you did then my car would not be in the condition it is I have so many pictures of your repairs to you and to the insurance but yet it's not related but it is related you guys did the repairs so it is related because you did repairs and you didn't do correctly so yeah it is related and the proof is in the manifest and also my car which shows the bad repairs including the taped up wire harness with broken wires still and if you taped up ones that you guys taped up instead of replacing the harness who does that you can't tape up that harness it needs to be replaced and the broken wires that are still there is what was causing issues and the bad repairs there's something on that car is not fixed correctly it affects every component on that car that's just the way it is and the way it was made so from your repairs it cost further damage because they were not properly done but you guys will just say again oh you won't have any concern over any of it but this is why I'm going to court and I will not stop there I will take this above and beyond whatever is necessary the truth will come out

• Initial Complaint

  Date:08/15/2024

  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.

  My car was towed to crash champions on Lemmon avenue in ****** via insurance after it was damaged/broken into. I wasnt able to go through my car to assess all the damage before it got towed& neither did they ever do an assessment of my car together with me to ensure everything is addressed although I told them about that but they just said dont worry we will look at it & work with insurance to get it all handled. Shortly after I was told they got most of the work done & I could pick up my car while they were still waiting on a few more parts that should come in within the next week. It honestly seems they simply rushed through everything trying to get my car marked complete because once I picked up NOTHING else was ever done & its been over (!) 2 months, almost 3 months at this point. Im having to chase them & call them and whenever I do it seems I have to remind them. 0 follow up/follow through. There were issues/damage I found that was never addressed as well & the parts that my insurance was already charged for already that until today were never actually done. Again, its been almost 3 months now since I picked up my car. Ive been so patient but I'm tired of having to follow up nonstop &them basically dropping the ball nonstop. They dont follow up at all. If I didnt call/follow up periodically Id probably never again heard from them. Not to mention my car floor, passenger seat, glove box etc is still full of the shattered glass everywhere which is a safety concern. I already called them multiple times & always being told oh we dont have the parts yet, guy that initially did your car is not here anymore so we have to get someone else to handle it now, oh you have to call your insurance for this & that, oh we'll call you back (which they NEVER do) etc. Its always something & they always wait for me to call & dont ever actually show any sense of urgency, care or desire to actually finish my car since they already marked it complete & got their pay from insurance.    

  Customer Answer

  Date: 08/16/2024

  Please see attached claims payment from ****. USAA Claim# *********-800. 

  

  Business Response

  Date: 08/22/2024

  Per ***************************, General manager: " This was a theft job that **** was working on.  There was a molding on back order , I am told that molding is here now. The mirror was not on the original assignment so it was not replaced originally.  We have since received approval from the insurance company and have ordered the mirror for the customer. We are in the process of scheduling her in. " 

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22149995
  
  I am rejecting this response because: I do not like how the business/location is taking 0 accountability. The backorder did not take 3 months, nor is the any acknowledgment of the lack of communication/follow up nor any explanation of why I had to actually remind them of the outstanding parts from original repair that I was told would be there the following week and NEVER received a follow up on ever. Also, my insurance was ready to review & process the mirror since it was never addressed on initial claim when they spoke to ***** about it and sent me in to see him which I did July 1st when he took a picture and advised he would get it all handled and give me a call the following week to come in & get it done. At that point I also reminded him of the still outstanding parts from initial repair and since he didnt handle that one he advised he would look into that one as well and let me know status. It is almost September now and I had to call multiple times, never got any call backs promised, no explanations or follow *** & just now finally am scheduled to come in this Friday saying all parts will be there & ready so they can take care of it all which I dont even trust at this point until its actually done. Not to mention all the shattered glass that is still all over my car from the window that was broken in I was told would be cleaned up since its a safety hazard. Im extremely disappointed with how not only everything was handled but how there seems to be 0 accountability taken - that alone says it all. I cannot trust a business that lacks accountability but it definitely explains why my experience was this bad. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/26/2024

  Per Repair Planner ***********************" I've been all over it since last week. Hed her come in this morning, we installed the new mirror and that *** is all done. There are 2 more trim pieces that won't be in until next friday but they will just snap on. I went over everything extensible with her and she is all better"

  Customer Answer

  Date: 08/27/2024

   
  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:08/14/2024

  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.

  Took my brand new 2024 vehicle to Crash Champions on 5/20/24, for minor cosmetic damages occurred from a vehicle side-swiping me. While my vehicle was at their shop awaiting repair, it was hit by another vehicle. Crash Champions only revealed this after I made an impromptu visit to their shop & noticed that my car was in a state of devastation. How I Found Out-Completion date of repair kept being pushed out, as I was being told that the delay was b/c the necessary parts werent available, b/c my car was so new. After so many autogenerated texts pushing out the completion date, I impromptly visited the shop 7/13/24 for an update & to see my vehicle. My brand-new vehicle was destroyed & the staff there claimed to not know why my vehicle, that was cosmetically damaged only on a portion of the left side (the drivers side), now was missing a right side doors, panels, lights & the front bumper was off. After a few days, the company finally admitted that my vehicle was in a car accident where it was hit. The accident had occurred at least a month prior. That means that my car was still at their shop due to the accident that occurred on their property. They lied to me every time that they talked to me prior & continue to lie. Of note, I never gave them authorization to perform work other than what I initially authorized. No one asked how I wanted to proceed. When I asked for Crash Champions insurers info, the contact claimed not to know. When I asked about the persons insurer (who allegedly) who hit my car, ignorance was further claimed. I was told that the person who hit my vehicle paid in cash. When I asked about videos or photos, never received them. Was told that the accident would not be on my car fax, as it was not reported anywhere. This is yet another deceptive practice. Crash Champions has lied about everything. At this point, they want to return to me a beautified lemon. Their word nor their work can be trusted since everything they have done is deceptive.

  Customer Answer

  Date: 08/20/2024

  I seek that my brand new 2024 vehicle that was ruined be replaced with a brand new vehicle of same exact make, model, color and year. 

  

  Business Response

  Date: 08/21/2024

  Per Director of Operations *********************" ***** and  I discussed this one. I have left a message of the customer to review what we are willing to do to make it right for them. I have not gotten a return call as of yet but will keep you posted once I do.
  
  Thank you "

• Initial Complaint

  Date:07/26/2024

  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 mother took her car for repair to this shop. She was in am accident that forced a shoulder replacement. This shop was jaded with the insurance company and STOLE my mother's car battery. When she picked up her car the battery died and with 1 arm she was stranded in a hot car because of their criminal and malicious negligence.

  

  Business Response

  Date: 08/15/2024

  We have attempted to contact the customer to gather more information on the location in question for his complaint. Have been unsuccessful. 

• Initial Complaint

  Date:07/23/2024

  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.

  April 22,2024 I brought my car in to be assessed after a rear end collision. The insureds insurance company recommended Crash Champions. They were supposed to let me know the results of the assessment. Did not do that. 10 days later I picked up the car but didnt even leave the lot because the car was rattling. The man I was working with said it just needed to be tightened but no one was there to do that so bring it back on Monday 5/6/24. After driving the car for the weekend I was convinced that it was not fixed properly. They straighten out the exhaust pipe rather than replacing it. It leaked and rattled. Clearly it was not fixed with the same parts that were on the car originally. Ive been a one owner for ******************************************************************** for another appointment. When I opened the tailgate I noticed the spare tire was there where the policeman at the scene had placed it. I asked why it wasnt remounted under the rear of the vehicle and he said Oh I didnt know it was there!! The repairs on the car could not have been done without seeing it there. The exhaust repair took place on 5/30 after I called them to see if they had received the necessary parts! He never ordered the parts to remount the spare!! There is more to add to this abuse but the bottom line is The car is still not done properly, Im still carrying the spare in the back hatch. Ive made several calls to Crash Champions (*************************)and to the insurance company of the insured and have gotten nowhere. I believe the car should have been totaled as the price of the proper repairs surpasses the value of the 2007 ****** Highlander with ******* miles on it.

  

  Business Response

  Date: 07/30/2024

  Per Director of Operations, *******************: ******************-
  
   Please accept our apologies for your experience. Our goal at Crash Champions is 100%satisfaction. Someone will reach out to you today to ensure a speedy resolution. We apologize for this inconvenience. Thank you. 

• Initial Complaint

  Date:07/22/2024

  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.

  I was hit from behind Geico, which the other car had for insurance had me go to Crash champions who fix my car 1 month later I have water in my tail lights from them, taking off the tail lights and reinstalling them. They wont honor the warranty and they wont fix the water in my tail lights saying its not their fault it never happened until they fix my car. They charge Geico $7071.87 according to the final bill they gave me

  

  Business Response

  Date: 08/06/2024

  Per Director of Operations, ***********************: " We have ordered new tail lamps for him and will be installing when they come in a few days."

  Customer Answer

  Date: 08/06/2024

   
  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:07/17/2024

  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.

  Dropped car off for warranty work, called after a week only to be told they don't have me scheduled. Ily incompetent.

  Customer Answer

  Date: 07/18/2024

  Transaction was July 2024 and December 2021.

  

  Business Response

  Date: 07/23/2024

  Per Director of Operations, *************************: " We are on it. Took us several days to get ahold of the customer to go over the issue as there was damage besides what we had fixed in the past. We have it ironed out now and we are fixing the area we repaired in the past for them now.
  
  We do have some warranty work we need to complete on it after confirming the damage with the customer and we are doing it now.
  
  The customer is good now. He had an additional impact to the area we had fixed before but some of our repair cracked.
  
  Sorry for delay in response."