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

  100 Highland Center Blvd Asheville, NC 28806-1032

• 

  Crash Champions LLC

  10218 Imperial Ave Cupertino, CA 95014-5909

• 

  Crash Champions

  1030 N Congress Ave West Palm Beach, FL 33409-5145

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  Crash Champions LLC

  East Hartford, CT 06108

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

• Initial Complaint

  Date:07/13/2024

  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.

  My car was placed in Crash Champions shop July no one called to keep me inform of the updates of the vehicle. I started calling in October by November I had a new adjuster and wasnt notified. By the end of December after Christmas I finally got a call saying it was finished. I contacted the loyalty department as well. No resolution. When I got there I was told that I didnt owe anything and that the $500 deductible was going to be waived because of the issue. The manager at that time never came to explain anything. In March/ April I started getting a call from the new manager telling me I needed to pay this money I started explaining the situation and he made it seem as though he contacted his supervisor but that was 3 way call. They bullied me in a form to pay the money with the belief that they were going to waive the deductible after the money was paid than they were like they cant. *** tried contacting them about issues with the work but the new manager now refuses to take my call or see me. I think I should only pay for the parts. The people who worked on the car are no longer there.

  

  Business Response

  Date: 07/15/2024

  *********************************, Director of Operations: "Good morning,
  
  *** and I called ******************* this AM on a 3-way call to discuss her concerns.  She only stated that she had 2 concerns, which are her *** pops out sometimes and she feels that her hood appears to rise when driving. ******************* has scheduled to come in July 16 @ 9AM for inspection.  She did not address any money concerns although she still owes for her deductible. 
  
  We will make the necessary repair or adjustments if related to the repair and/or accident, but ******************* is responsible for the deductible and the approx.$4K check that was issued to her from the insurance company to pay for her repair.  She has paid balance of the check issued but still owes the deductible.
  
  Thank you and please advise if anything else is needed."

  Customer Answer

  Date: 07/20/2024

   
  Complaint: 21984665
  
  I am rejecting this response because: My issue with the people who were in charged prior has not been addressed properly and Im obviously speaking with the people who dont have authority to take care of things. Has far as the issue with the car not being fixed properly I am getting another mechanic to check the work that was done to say that it was not properly done and thats what the issue is. *** was not the manager there during this time so he cant truly confirm anything. The people who were responsible are no longer there. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/22/2024

  Good afternoon,
  
  There is no discount due to ******************* as the check issued to her was approved and paid to her to pay for her repairs.  ******************* paid for those repairs with that check but still owes her deductible that was selected by her and notated in her insurance policy.  Thank you and please advise if anything else is needed.

• Initial Complaint

  Date:07/02/2024

  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.

  The shop on ************************************* did an absolute horrible unprofessional work on my vehicle, both the technician and the advisor "*******" need to be held accountable and disciplined!The thecnician who worked on my car:-Drilled into my bumper on both sides because he didn't know how to properly re-install the mudguards (very hard to mess up, he is either careless or was under the influence because this is a very simple install!) so he tucked them under the bumper when they are supposed to protrude out.-Scratched my trunk which didn't have any issues with and wasn't part of the claim.-Painted the bumper with a generic white that is a lighter shade than the factory paint.-My rear taillight wasn't masked appropriately which led to it getting tarnished with white paint.The advisor "*******" dismissed all my obvious complaints about these unacceptable mess *** and refused to call a manager or provide "the promised good serviced" by crash champions, he got aggressively defensive and started lying about all these issues claiming they were like this from a previous shop which is a huge lie that can be revealed by the intake pictures that were taken.I filed an internal complaint with corporate couple of weeks ago but I did not hear back.Absolute disaster of a job and the most horrible experience I had at a body shop!

  

  Business Response

  Date: 07/02/2024

  Per Vice President of Operations, *************************: " 5-8/2024- called State Farm spk to ****** (VAE962) Explained vehicle owner was claiming additional damage that where present before. After showing clear photos damages where prior, vehicle owner still did not agree and wanted repairs done. I explained those damages where unrelated and vehicle was involved in a prior accident."

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21930246
  
  I am rejecting this response because:
  The mudguard were installed correctly from the previous shop and my trunk was not scratched! The bumper wasnt painted in a lighter shade, the sides of my bumper wasnt drilled into and the mudguards werent tucked behind the bumper like your incompetent technician installed them (check the intake pictures!) these are obvious malpractices and your response negates the advertised warranty!
  
  *********************

  

  Business Response

  Date: 07/08/2024

  Per VP, *************************: "The customer is welcome to stop by the location so we can see issue firsthand. If this is a warranty repair, then we will honor the warranty at our facility."

  Customer Answer

  Date: 07/11/2024

   
  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.
  

  The store manager **** was courteous and explained the situation well and showed us all the details of the work that was done (which the advisor failed to do the first visit hence this complaint).

  My concern was resolved and no work needs to be done, thank you.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/21/2024

  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 was hit while parked and I took it to the body shop locyed at ******************************,my vehicle was in their shop fo about 5 weeks ,the body shop guy(****) kept adding supplemental claims to my insurance agent(now the car was parked when it was and it appeared as if it was miminal damage according to ****** initial estimate. All my sensors were working just as they should when I brought my car into the shop,but **** tried to tell me they were not and I drove tha car for a month before I took into the body shop because of scheduling issues when to get it in there and i was busy. There was no damage to my hood nor either fender,but **** was trying to be persistent that something was wrong with the hood but I told him not to touch my hood because there was nothing wrong with it. WELL **** took it upon himself to tell me that there were some finger prints on my hood and they decided to buff my hood ,now my hood is all chipped up and they (******************* and ****)are saying it's from stones from the ground.I didn't have those ******************* on my car when I too my car in there and the pictures will prove it. This company does terrible work,they will keep your car extremely longer than they should. The district manger then had me bring car over to a different. location ****************************************************************

  

  Business Response

  Date: 06/26/2024

  Per Director of Operations, ************************************: "There is no pleasing this customer. We had the vehicle at multiple locations, throwing parts at it that we never touched. She wants a new hood because the cover was replaced, and the original hood looks dull. We already created a $1,200 warranty file, hoping this would address *****'s repair concerns, but instead, it just opened up more issues not related to the insurance claim.
  
  Working with ***** has been challenging. Every time I meet with her in person, there is always something new. During my last interaction with her, I explained that she needs to work with her insurance company on what they are willing to cover."

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21885979
  
  I am rejecting this response because:this is all made up,first off my car had very miminal damage to the grill only.The original estimateTodd gave my adjuster was for 2300 minus my ****** , by the time it was all said and done the total was for ******* plus my ****** for a total of $7606.00.,Now there were absolutely no damage to my hood nor my fenders,**** (GUY AT THE LOCATION ON SOUTH 6TH ST)kept trying yo convince me that there were some waves on my hood and I told him no there was no and to leave my hood along because there was no damage to it.It them on 6th st 5 weeks or more to so call have my car ready,when I went to go get it,**** told me he buffed my hood because it had finger prints on it and I said I told you not to touch my hood and I no right away all these scratches and chip paints but they gonna tell me those a stone chips front road,but if you look at the photos that I submitted that the shop took when i brought my car in,I did not have any scratches or chip paint on my hood because I just got it from the dealership and went straight to the bodyahop that same day.Now as far as *****,he is aware of the things that **** did not fix correctly on my car,he told me to bring my car back after my vacation and I did,my car was there from may 24th until June 6th and the same thing that pointed out to them is the exact thing that was not touch for 15 days that my car was there.My car insurance paid them to fix my car and I'm not asking them for nothing that wasn't included in his initial estimates.,I was even told by one of the employees that sometimes once you take something off if doesn't go back on the same,bs

   

   

   

   

   

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

  

  Business Response

  Date: 07/02/2024

  Per Director of Operations, *************************************: " We have exhausted all resources to accommodate the customer's repair concerns. At this point, the customer wants us to replace parts that were not part of the insurance claim or anything the shop handled or repaired. We have had multiple managers and staff try to help and explain the repair process and what insurance is covering to *****************, who chooses not to accept the outcome." 

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21885979
  
  I am rejecting this response because: ***** also stated that he warranty ******* dollars worth of work,that is not true because they didn't do any  more work to my care ,it just sat there for 15 days ,and all these so call several  mangers he speaking of  it was only one that I know of and his name was ********** did know the manger name at the location on ****************,)that but be only 2)not several,it doesn't matter my car is not fixed to my satisfaction, remember I'm the consumer and you were paid quite a bit of money to fix my car.

     You just wany my insurance company to pay more money for you to do more of a sloppy job,this , is why they don't recommend you guys, I wish I had known.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about May 29, 2024 it was agreed between Crash Champions, an auto body shop, and me that they would repair a 2020 ****** Ascent for $5593.09 paid by insurance claim of The Hartford Insurance.There have been a number of errors and oversights by the body shop all of which would not have occurred had Crash Champions exercised due diligence.

  

  Business Response

  Date: 07/02/2024

  Per General Manager, ***********************: " We were awaiting approval from the insurance company, as details from the incident were missing. They have since been brought to the insurance companies attention and approved last week Monday I believe.
  
  Mr. ********** had two separate dates he was supposed to bring in the vehicle and missed his appointments.
  
  After speaking to him for the third time, we got the vehicle last Friday and it is in process.
  
  We are moving as quickly as we can on it, as the damages from the chain link fence are all over his vehicle."
   

  Customer Answer

  Date: 07/03/2024

  
  Complaint: 21879776
  
  I am rejecting this response because:  The respondent did give the complainant two dates.  The second date, June 4, 2024, was provided only because the respondent failed to transmit the original estimate dated May 17, 2024  to the insurance carrier, The Hartford. The respondent then had the complainant bring the car back as the repairs on the first estimate had not been completed.  The car was dimpled with small dents but the cracked is far from minor damage which could be overlooked.   This car has been accessorized by funds from the ********** of ******** Affairs for injuries sustained by the complainant during the Vietnam War.  Without the accessorized auto, the complainant/injured combat vet had no transportation for nearly two months.

  My next door neighbor brought their vehicle to this respondent for the repair and installation of the passenger's front door.  But due to their incompetence, this body shop replaced the lock on the driver's door.  As of this response from the complainant, Crash Champions has yet to fix, repair and return the vehicle to the complainant.  In order to bring this repair to a satisfactory conclusion, the complainant brought the deficiencies to the attention to ********************* at the corporate office.  Her email is ************************************ or phone number *************.  She will confirm that the explanation and details of the allegation by the manger are all fictitious.  This body shop is the subject of a umber of complaints.
  Sincerely,  

  ***************************

  

  Business Response

  Date: 07/08/2024

  Per General Manager, ***********************: "Im not exactly sure what more we could do for this customer at this time.
  
  Unfortunately, details were missing on the assignment (hence the missed damages on the roof and scratches throughout) and once we got with the insurance company, it was no issue.
  
  ********************** listens to our voicemails when we call him,but then never returns the phone calls to us he has openly admitted to the ** (*******************) that he is being difficult on purpose because of the slow upload time when the hail first hit our area. When **** asked him why dont you return our phone calls he responds with thats just not my thing. I dont answer phone calls and texts.
  
  When we tried to explain to ********************** about the hailstorm and how they get processed, he would make rude remarks about how Crash Champions doesnt care about veterans, which is untrue. Weve even provided him rides to and from the shop during all of this.
  
  He even let himself into our closed gated area after hours (trespassing) and making racist remarks to two of my Hispanic technicians when trying to locate his car after hours.
  
  Truthfully, Im at a loss for words. He believes that because ********************* (who doesnt work at our shop) told him we could take and process the car that its going to get done in a day. Its just not feasible at this time, no matter how many different times weve explained it. I know *** personally sat on the phone with him and **** trying to explain it and all we get is this lady said itll be done and he refuses to understand the difference."

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21879776
  
  I am rejecting this response because:

  A. Basically the entire response is a; the response from the respondent is entirely untrue, fabricated, or spun to the advantage of the respondent.  Accordingly, complainant demands strict proof of the allegations.

  
  Paragraph 2:  "missing details".  The missing details were repair specifications created by Crash Champions estimator.  They failed to note significant and substantive repairs, such as dents and a crackled windshield, which after two month, have yet to be repaired.  The creation of an estimate was outside the responsibility of the complainant; it was the responsibility of the body shop, Crash Champions. Complainant had nothing to do with estimate. The insurance companies issued payment timely, but do to mistakes on the estimate,the payment failed to include the cost of dent and a windshield. The original estimate and its revision are available on demand. 
  Paragraph 3:A. Complainant does not return calls.  The respondent never called the complainant and is capable of proving such by the history of calls within his cell phone.  *******************, a supervisor of sorts,known to staff is known for his wild appearance, slicked hair which is combed up and tattoos which cover his entire body.  
  B. I had nothing to do with any "hail damage". Crash greedily contracted to repair dozens of vehicle after a hail storm in the ***********, ** area.   Without proper staffing they were not prepared to handle such volume.  As a result, rather than explain to new customers, they simply attempted to perform auto body work without any though of the delays this would cause to new customers.
  Paragraph 4:  Complainant is a 100 percent disabled veteran of the Vietnam War.  As a result,his vehicle is accessorized with equipment which permits him to drive.  I assume that the general manager is referring to the complainants explanation as to why depriving him of a vehicle for over two months was a considerable hardship.
  Paragraph 5:  Trespass.  The concept of trespass requires the complainant lack any interest/right in inspecting property being held wrongfully for an unreasonable period of time.  As this respondent has demonstrated himself to be an entity that misrepresents fact, is untrue, or, fabricated, or spun to the advantage of the respondent.  On the day in question, complainant sought to verify what, if anything had been done to his vehicle in regards to restoration. An office employee indicated that the complainant should drive around the back and check for himself, which was done by the complainant.  Had the respondent wished to label the conduct of the respondent as an act of trespass, the ************* could and would have responded to the allegation.
  Summary: The respondent has clearly violated an agreement which would provide for a timely repair and return of his vehicle. Complainant demands that any written or inferred covenant be fulfilled.  Respondents vehicle has been withheld wrongfully for weeks and is a violation of contract.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/10/2024

  Per *********************, Director of Operations: "Hello, this has been a long process all the way around. The assignment details from the insurance company were vague. The damages to the roof and windshield, which are being completed now, were not included on the initial estimate or pointed out by the customer. Once they were identified it took time and phone calls to make sure the insurance company was covering. I explained to the customer when he dropped off for additional damage that I am happy to fix anything and everything on the vehicle, I just need to know who is paying for it. We are wrapping up repairs tomorrow, calibrations have been completed today, we are cleaning up and plan to deliver to him tomorrow.
  
  The customer has not returned phone calls on voice mails we have left, has been rude to the staff, and told us that this whole process has been inconvenient for him so he is going to make it terrible for us. I understand him being frustrated that damage was missed and having to come back, not how we normally operate but it was an oversight all the way around. However going to these lengths to make this process more difficult in unnecessary in my opinion. We are making things right and will even bring the car to his house. "

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21879776
  
  I am rejecting this response because:

  Of all you wrote,there is only one truth:  everything you mentioned came to you via hearsay.  When I say or write anything it is absolutely true. You and our company were very close to receiving a complaint at law.  Please make this observation:  take a look at *******************.  He has a vested interest to protect his position and misrepresent all that has happened. All I have to earn is my car repaired and returned.  In accepting the credibility of ***** your perceptions are obviously prejudiced.  Who can give validity to anything said by ***** who ***** his hair straight up and is tattooed from head to toe Unless you are able overcome his appearance with previous courtesy, reliability,and kindness, not many a job interviewers would consider offering this man a position in customer service.  All the errors that contributed to an unreasonable delay were made by Crash Champions. The first estimate was wrong, and work necessary was detailed correctly. What was written in your email was transmitted to me by a 3rd party.  There was never an issue of payment as specified by Associate Claim Representative *****************************.  If ***** prepared the estimate, it was an error on behalf of Crash Champions  He was in constant contact with your body shop. Call after call was made by ***** to ***** which failed to produce repairs or courtesy to the car owner. On the issue that I do not return calls, Crash Champions of Mokena, ** was provided one phone number, my cell:  **************.  The phone history does not have one call from Crash Champions.  Amazingly, the complaint to the BBB has all my information and I just received a response from you.  And the repair process which began on May 17, 2024 will not conclude to July 11, 2024, nearly two months for nominal claim of $5500.
  I have never been revengeful.  But the conduct of ***** could indicate prejudice as well as revenge. Perhaps it is common practice to allege trespass against a customer who needed to wait two months for a return of his car.
  It sickens me to see how your body shop handled this matter; how ***** and you have created pretexts and misrepresentations to conceal the way I was treated.
  I am a disabled veteran rated 100 percent disabled by VA. I paid a price in ********  As such the VA has paid for accessories to allow me to drive to the store, doctors and hospital.  While you attempt to mediate the conduct of ***** and other employees of Crash Champions, nothing would mitigate such conduct. While your body shop was making blunder after blunder, misrepresentation after misrepresentation I was asking even begging friends and neighbors for a ride to a hospital.  And I owe it all to you,and Crash Champions associates.
  Your statements and comments in your email were anything but apologetic.  Not one apology or offer to settle damages was made.  I have not decided to retain counsel to secure compensatory, consequential, even punitive damages for such outrageous conduct and misrepresentations by Crash You have no excuse as a letter was sent 1st class to your CEO, and ********************* was privy to the despicable conduct of your staff which to my knowledge has yet to be sanctioned.   
  I was in no way responsible for lengthening any settlement process. For reasons for the delay you should contact ***** and *****************************.  Please have your CEO ********************************* so I can share your email and allegations with him. I will now begin to publish the incident in public forums.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/12/2024

  Per General Manager, ***********************: " Vehicle is picked up. Please let me know if you need anything else from us at this time."

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21879776
  
  I am rejecting this response because: while the auto repairs were completed the repairs took two months and during this time the customer was without an accessorized vehicle permitting him to drive.   
  Time of restoration should have taken two weeks but due to errors and oversights of the body shop repairs took two months. 
  Sincerely,
  ***************************

• Initial Complaint

  Date:06/17/2024

  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.

  I am writing to express my dissatisfaction with the recent repair work on my vehicle at your shop. I brought my 2021 VW Tguan to your shop on Aug 2022 for collision repairs covered by my insurance. Your team assured me that all necessary repairs would be completed.After getting my car back on [Date], I noticed issues with its handling. A certified mechanic later found significant subframe damage that your shop missed. This is a serious oversight, as it affects the car's structural integrity and safety. Additionally, your shop did not inform me or my insurance company about this missed damage, which meant the necessary repairs were neither authorized nor completed.Since discovering this issue, I have contacted your shop multiple times, starting on June 12 2024 (AFTER the first visit for an alignment ( when it was brought to my attention that it was missed by original repair work ) I have received no satisfactory response or resolution. This lack of communication is unacceptable and has added to my frustration.The missed subframe damage has caused several problems:1. **Safety Risks**: Driving with a damaged subframe is dangerous.2. **Additional Costs**: I now face extra repair costs that are not covered by my insurance due to your oversight.3. **Inconvenience**: I have spent considerable time and effort dealing with this issue.To resolve this matter, I request the following:1. **Immediate Acknowledgment**: Acknowledge this complaint and provide a response outlining your steps to address the issue.2. Subframe Repair Repair the subframe damage at no additional cost.3. Insurance Notification: Inform my insurance company about the oversight.4. Compensation: Compensate me for additional costs and inconvenience.

  

  Business Response

  Date: 08/21/2024

  We have made multiple attempts to contact ************ and have been unsuccessful . We would be more than happy to assist on this matter if the customer would like to contact us for further assistance, we can be reached at ********************************************

  Please let me know if anything additional is needed.

  Thank you,

  *******

• Initial Complaint

  Date:06/14/2024

  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.

  Im not sure where to start.At the recommendation of Travelers, my Jeep was towed to the Crash Champions Rockwall location at the beginning of September. I was T-boned by an uninsured motorist, CC estimated ****** in damages and an eta of mid November. Travelers would not total the car out. (sigh) This was the beginning of a 7 month sagaIts an extremely disappointing situation. I trusted Crash Champions to repair my Jeep. I paid car payments and vehicle insurance for 7 months on a vehicle that was in the shop. I spent hours out of my day bringing my car back to the Crash Champions, a whole afternoon waiting at a dealership to have a diagnostic and an entire day getting second and third opinions from body shops to correct Crash Champions repairs. Not to mention, the stress of being told your vehicle is not safe to get behind the wheel of after being in an accident in which I spent 3 days in the hospital back in August.Im requesting a refund of the $250 deductible I paid Crash Champions in December of 2023 along with the difference in paying for premium car insurance for 7 months, while being in a rental.

  

  Business Response

  Date: 06/28/2024

  Per Director of Operations, *********************: " we have taken corrective action and have covered corrective repairs and rental".

• Initial Complaint

  Date:06/08/2024

  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 dropped my vehicle at the Crash Champions on May 20, 2024 to repair the rear back door and bumper, with all other function worked good at that time; at May 30, 2024 I received a message that the vehicle has been repaired but there is a issue with the central information display and dashboard led, they are black/blank; but when I dropped the vehicle at the body shop they both works good and I took video/image of them. Then the agent said they would deliver the vehicle to a dealer to diagnose and it has been two weeks. Today (June 7, 2024) I was told that I need to pay the diagnose fee or I should pay and pick up the vehicle as they have completed the repair. so I went to the body shop to check my vehicle, the agent did not admit it's their issue during the repairing process that lead to the diaplay black issue but just said it's the vehicle itself's issue. What's wrose, for the rear back door and bumper that has been repaired were not assembled well at all, when I was checking the back door, the trunk support just loose and the door drop heavily, no need to say many other issue with the back door, what a poor quality and service the shop provided. Apart from these, there are also many warning signal lights exists, which also not there when I dropped the vehicle. For now the shop is still not willing to provide any solution to fix the display screen or improve the back door and bumper they have repaired, just urge and press me to pay and pick up the vehicle. On my view, it's their poor quality of rapair and service lead to all these issues mentioned and I'd like them to provide some solution.

  

  Business Response

  Date: 06/19/2024

  Per Director Of Operations, *******************: " The complaint was illegitimate and the customer was blaming us for a know ****** warranty issue. On their year of Outback, there is a service bulletin that is covered by warranty for the instrument cluster going out. The issue was resolved by sending it to a dealer to have them update the *** that controls it.
  
  The customer picked up their vehicle and was very happy that we helped them resolve the problem.
  
  Thanks,  "

• Initial Complaint

  Date:06/06/2024

  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.

  Please see attachments

  

  Business Response

  Date: 07/19/2024

  Per *****************************************, General Manager: " **************** vehicle received corrective repairs at store 142, ******* followed up with her after the fact and she was satisfied with the corrective repairs. The technician who originally worked of her vehicle was terminated. A refund to *************** is not feasible as all payments came from the insurance company. Please let me know if you need anything further.
  
  Thanks!!"

• Initial Complaint

  Date:05/29/2024

  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.

  April 30, 2024 car towed to crash champions **********************************************************. Bumper repair. Replaced bumper and painted along with trunk. Paint does not match the rest of car. Have been told by another body shop base coat not mixed right. Bumper not flush with back quarter panel. Possibly not correct bumper. Key also broken when I came to pick up car. ****** to push to open does not work. Confronted ******** about it, she just walked away. Was called to come back as they found spring on floor of receptionist office. My son and I went back to try and fix paint problem.. Their resolution was to blend into back quarter to fix. Not acceptable. Called to talk to ******* last Wednesday May 22, 2024 in meeting all day. Will be in meeting all day tomorrow and then long weekend. No phone call returned. Emailed the President of Crash Champions..no response.. Would like money to buy a new key. This company not reputable or professional. The receptionist and estimator very rude and unprofessional. Would not take your car to this body shop.

  

  Business Response

  Date: 06/05/2024

  Per General Manager, ***************************************************: " Good afternoon
  
  5/30- I have left the customer a voicemail on both numbers we have in our system to schedule a time for us to respray the bumper and get her a new key fob.
  
  
  6/3- The customer has not called us back as of yet. I did leave a voicemail on both numbers I have on file. I will attempt to call customer again today. 

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21773996
  
  I am rejecting this response because:My car key does not work the same as when I brought it in.. Want it replaced.. The paint job is second rate job. Do not trust  crash champion to repair paint job

  correctly.  After rude response with key would like it replace.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 06/26/2024

  Per General Manager, **************************************************: "I provided the customer a brand new key fob. She will have it programmed at the dealer and cut to fit the cylinders and I will pay that bill. She refuses to let us repaint the bumper after offering and claims she will pay for it to be done at the dealer."

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21773996
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************* I took my buick to ***************** buick on monday June 24, 2024.  Was going to pay myself for bumper repaint.  When 

  the estimator looked at bumper, he said the original damage to the left side of car, tail light trunk was not even done.  Bumper was put on

  incorrectly.  Not even the right bumper, does not properly fit.  Painted with wrong color code.I would like deductible back so I can get my car fixed

  properly.  This  body shop is not reliable.I receivd my car back totally not restored to where is was before damage.

   

  

  Business Response

  Date: 07/02/2024

  Per General Manager, ***************************************************: " Good afternoon,
  
  I have told the customer and insurance company we would be happy to address the customer concerns. Per my last conversation with her and State Farm, she is still refusing to give us a chance to make it right. Thanks and have a great day!"

• Initial Complaint

  Date:05/23/2024

  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 contacted Crash Champions at ************ to schedule a collision repair of my fiancs (*************************) front bumper. I was told that we could upload pictures of the damage and would receive an estimate via email within 48 hours. We received an estimate of $2,319.00. We called to confirm a drop off of the vehicle on Saturday, June 1st. Over the course of 4 days she and I both were contacted to confirm the vehicle drop off and estimate. Each representative stated that we were to pay for the repair after the vehicle had been repaired before picking the vehicle up. I was contacted by a representative from the Crash Champions #**** located at *************************************************. She was very rude. She stated that we not able to drop the vehicle of on Saturday June 1st and that the estimate was higher than previously confirmed. She stated the new estimate would be over $2,400. She became very upset with me asking why and stating to her that we previously confirmed the drop off and price with 4 other representatives. I asked her if she could provide any new details or information via email as to why the estimate would be higher and she said No! She then stated that I would have to pay for half of the repairs upfront. I told her we were told differently by the other four representatives. I stated that we were instructed to pay the balance after the vehicle had been repaired. She stated that we were given false information by the previous four representatives.