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

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

• 

  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:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dropped off a vehicle to get fixed by insurance claim. However after the insurance start playing their usual game the receptionist called to collect 2600 storage that was never disclosed until insurance sort things out. I placed a review on ****** , management placed a comment to reach out via email, never responded and the vehicle is hostage at this point while Uber insurance, driver insurance and my insurance are arguing the coverage. Need the vehicle released while they sort things out so they can start the fix whenever the liability is defined.

  

  Business Response

  Date: 05/12/2025

  Per General Manager, ********* ******: "I have responded about this customer twice to the customer care line. I explained the situation Due to the customer not having insurance and the insurance involved denying his claim, there is nothing the shop can do for him.
  
  The customer is asking us to hold the car as long as it takes or insurance to approve his claim. This is not reasonable considering he has already had h is claim denied.
  
  Right now, his car has been sitting here for over a month (4/1/2025) with no insurance and the car most likely will not be repairable.
  
  At this time, we just need him to get his car off Crash property.
  
  He did come to the shop  about 2 1/2 weeks ago and this was all explained to him at that time." 

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23286902
  
  I am rejecting this response because:
  The response is an outright lie. The parts on the  left passenger and right driver sides had to be removed in order to repair and paint the from bumper. This point is supported by the work orders. So, that contradicts your statement that nothing was done to the left driver side. The bumper was not assembled correctly.
  

  The part in the photos is the guard that is located under the bumper near the tire, so that part is incapable of being stretched out. You can clearly see that a s**** is missing on the front end, which is why it moves.
  

  The right passenger side is not tight and is loosening day by day.  Your response did not address the loosening bumper on the right passenger side.
  

  Please address both issues as you have tried to divert attention from what I have specifically stated in my complaint.

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

  

  Business Response

  Date: 05/07/2025

  Hello ******* *******,
  
  Thank you for bringing this matter to the attention of our team. We take feedback seriously and have engaged with the local leadership team, including the general manager of the repair center that you visited to gather more information.
  
  Here is what we have learned and the steps that our team is taking:
  
  Per ******* Childress, the General Manager: "The customer returned in December, shortly after the initial repairs, with concerns about a gap between the wheel flare and the fender. Upon review, we confirmed through pre-repair photos that the gap was present at the time of drop-off. Nonetheless, we replaced the molding as a courtesy. Additionally, we resolved a missing clip from the fender liner. It is important to note that the photos the customer provided relate to the opposite side of the vehicle, which was not part of the claim."
  
  
  We understand that we missed the **** in delivering an exceptional experience. Thank you for taking the time to share your feedback.
  
  Thank you, 

  

  Business Response

  Date: 05/12/2025

  Per ***** *******, Director of Operations: "******* and I met with customer on Thursday. We ordered the part in question and ******* should be reaching out to her today to install and adjust fender liner on other side. " 

  Customer Answer

  Date: 05/19/2025

   
  Better Business Bureau:
  
  Repairs made at the Crash Champions Mt. Moriah location and appear to be correct.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off my vehicle with Estimator ***** ****** on 12/3/24. My collision was on the passenger side. ***** said there was nothing she could do about the damage to my passenger rims, claiming it was curb rash. She left & returned with a rag & window cleaner & began to remove the paint transfer. On 12/16, the repairs were completed and I picked up my vehicle. It was obvious that there was still physical damage to the outer edges of my passenger rims. State Farm said I could have both my passenger rims reconditioned, I spoke to ***** & she said that State Farm claimed they would not cover my rear passenger rim because there was damage from a previous incident that could be related to this damage. Understandable, but my rims had paint consistent with the vehicle collision, which was gone because they had already tampered with it. I returned to Crash Champion after ***** offered a reconditioning to the front rim and alignment for all wheels. She had now acknowledged that the damage was related to this incident, meaning she was dishonest to me at first. State Farm no longer claimed the damage to my rear rim, having no way of relating it to my collision. After speaking with State Farm, they said that Crash Champions had actually disputed this to them, ***** was being dishonest. The damage towards the front of the quarter panel related to this collision was ignored. I also noticed my passenger window tint was yellow and ***** tried convincing me that my window was in this condition when I dropped it off. On 4/18/25 I called Crash Champion to report that my mud flap was missing screws because it was installed incorrectly, the fender replaced was warped, my pass window is creaking, and my pass door no longer opens from outside. I recently had my windshield replaced and the tech noted that my cowling was cracked and glue to the windshield. Was told a manager would contact me on 4/21 and have not heard from them. Looking to get all repairs completed and in good condition.

  

  Business Response

  Date: 04/28/2025

  Per General Manager, *** *******: " The customer will be coming in 5/1 between *********** to review with me the issues he has."

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23237520
  
  I am rejecting this response because:

  I attached a picture of the damage to my car and The shop is lying about the tail light. I never said that it was part of the accident and that is evident in my picture. I was on a recorded line with Geico when the damages were reported and the light was never mentioned. When I took my car to a mechanic they said the opposite of what their ****** dealer said. They looked that the fog lights they blamed the issue on and said it had nothing to do with what was going on. They took apart the light that Crash Champions installed and found multiple cables cut which caused all the issues to my car. If my car was in perfect working condition when it was dropped off and it got messed up under their care, its obvious that they did something wrong. As a matter a fact when they dropped off my car at the ****** dealer I spoke to the manager of their shop and he stated that there was no way they will be able to determine what caused the issue but they can determine what was wrong. Then the following week they wrote a note saying it was my fog lights. The fog lights had nothing to do with the issues they caused they just used it as an excuse to not take responsibility. I seeked advice from 3 different mechanics that specialize in electrical work and they all said the same thing... if it would have been the fog lights my car would have had those issues prior to me leaving it at the body shop. This shop is shady for adding a light that had nothing to do with my accident, cutting cables they didnt have to cut during the installation of the light, and then blaming me for the damage they caused and defending it. I should have been allowed to pick where my car was taken to instead they picked a dealer of their choice. 

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

  

  Business Response

  Date: 04/28/2025

  Per General Manager, ***** *******: "Good afternoon all,
  
  I have attached some documents regarding this repair. The customer brought her 2014 ****** Maxima to our shop on Saturday 4/5/2025 and reviewed her car with our staff and went over the damages. Customer stated at that time the taillight was part of the loss and wanted to make sure it was added to the repairs. We sent the information up to ***** for approval and they approved the repairs with the taillight included. Once the repairs were completed, we post scanned the vehicle to find out that the taillights were not working and there was a short in the sensor behind the brake. We had ATE look into the issue and found that the vehicle had faulty wiring done from the engine compartment fuse box to the cab fuse box compartment. See photos attached.  After speaking with Geico they approved for the vehicle to be taken to ******* ****** to be diagnosed and confirm that the repairs and accident were not the fault of the issue. I have attached the findings from ******* ****** that confirmed the faulty wiring on the vehicle was the cause of the short to ground issue which was not caused by the accident or the shop.
  
  If you have any further questions please do not hesitate to contact myself or *****.
  
  Thank you."

  

  Business Response

  Date: 05/01/2025

  Per ***** ******, Director of Operations: "Good afternoon,
  
  I spoke with GEICO supervisor (***** *.). He said that they support decision to replace the ** taillamp as it was in impact. Also said he was familiar with the file and acknowledged having authorized us to have ****** diagnose the fault.
  
  Since ****** indicated that the fault was unrelated to the loss or repairs completed by Crash Champions,his only suggestion would be to ask customer to take the vehicle to location of choice for a second opinion. If they can determine that the fault is a result of the loss or work rendered, they can reach out to us or GEICO for further consideration.
  
  Best," 

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23237520
  
  I am rejecting this response because:

  My car was taken to a mechanic which determined that the damage to my car was caused by the improper installation of the back light because cables were cut that did not need to be cut. The repairs have been made and I should be reimbursed because this was not caused by what Crash Champions nor ****** stated. 

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

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my car off April 2025 to have the front bumper repaired after it was hit, there were visible scratches, the license plate holder was broken, and the bumper was off the brackets on both sides. They replaced the lower bumper and grill with recycle parts and OEM parts. The top bumper they buffed, sanded, and repainted. After going to pick up my car on 3/18 I noticed spots on my bumper that were not there when I did the initial walk through with the advisor. We marked any damages on my car that were not from the accident around the whole car. I asked the advisor to come out and look at it as I was not satisfied with these two noticeable spots. They begin to tell me they are "rock chips" and that it was not part of the impact from the accident so they did not fix it. I informed them that those are not rock chips, they were not previously there or noticed and when they prepared the bumper to paint it they should have been sanded out. They stated that they only sanded one part of the bumper and not the other, they advised me since they only worked on one side they do not sand the other side all the way down to the coat and paint it the same way. I have had no luck with resolving this as they are telling my insurance company that there is "rock chips" and that I need to file a new claim to get this section of the bumper repaired. The insurance company has already pre-paid them and now I owe a $250 deductible but my bumper is not fixed as there are scratches from the sanding and these areas that were not properly sanded since "they did not happen from the accident". I have had no luck with resolving this as Crash Champions advisors ********************* continue to claim the area is from "rock chips" and that the pain job will not be fixed unless I pay out of pocket or get my insurance to approve.

  

  Business Response

  Date: 05/01/2025

  Per *** *****, General Manager: " I had called and spoke to the guest, and she did agree with me that we had painted over the rock chips in her front bumper. She was upset that we did not give her the opportunity to pay for the additional repairs while we were painting the bumper. i did agree to fix them and repaint the bumper for a courtesy and she was very happy for that. She picked the vehicle up on 4/24/25 and could not have more pleased with the finish product." 

• Initial Complaint

  Date:04/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car in to get fixed. The pictures I am sending are of AFTER the repair. The repair job is absolutely horrible! I want it fixed right and made a priority because I will once again be without a car. I also want the $500 refunded.

  

  Business Response

  Date: 04/28/2025

  Per General Manager, **** **********: "Good Afternoon, 
  
   I have spoken with KJ about the incident this morning. She did call very upset, cussing Kj and demanding her deductible back. ** responded, " That she wasn't going to continue to cuss and be disrespectful." She continued and he told her to have a good day and hung the phone up. He was on the phone next to our CSR and she confirmed that is what was said. The Customer stated that she will be here tomorrow and we will be repairing her vehicle and refunding her deductible . I will keep everyone updated on this situation and hope to come up with a peaceful resolution. 
    I will try and reach out to the customer as well on this matter and see what I can do to try to help this situation as well.
  
  Also, 
   Earlier today I tried to reach out to Ms. ******* and left a message and have not heard back as of yet. After reviewing the photos of the damage to the vehicle, We repaired the bumper only and replaced the front grills only . There was no damage to the headlamp. We did notice that the vehicle had been repaired on the left side before as the front fender had some damage unrelated to the current accident. I will also provide some pictures of the vehicle before we repaired it in the attachments part of this email. I am all for trying to help her out and get the vehicle repaired to her satisfaction but also feel she has to give us the chance to do so. Ms. ********* son just picked up the vehicle Saturday 04/19/2025 and we were closed Sunday. We really hope that she will let us try to remedy this issue. 
  
   If there is anything else I can be assistance with Please let me know. Thank you: 

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23209268
  
  I am rejecting this response because:

  I received a call on Thursday (4/17) from ****** (Crash Champions) that they have the grill and I can come-in on Friday to have it replaced. I called Friday to schedule an appointment and as I expected, the representative (******) told me the replacement grill isnt available, but they should have it on Thursday (4/24).  Once again I am given the runaround. Im not sure whom to believe or what to believe. It may be best that Crash Champions send me payment for replacing the grill and I can go to another company

  
  Sincerely,
  
  **** *****

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

  

  Business Response

  Date: 04/17/2025

  Per General Manager, **** ****: "I spoke with Ms. ****** (alias CRGJY) from State Farm, and she approved the ordering of a new grille, as the chrome piece is only available with the complete grille assembly. The part has been ordered through Hawk and is expected to arrive on 04/17, although this is not guaranteed.
  I left a voicemail for Mr. ***** informing him that the grille is anticipated to arrive tomorrow. The shop will contact the customer as soon as the part is received.
  Please note, I previously attempted to order the grille through multiple ****** dealerships, but it has been on backorder for several months. **** was the only supplier with one in stock, which we were able to secureagain, with no guarantee.
  The customer has previously given the shop a positive survey, and we want to ensure their continued satisfaction. We will reach out immediately once the part is in hand, though we remain dependent on our vendors ability to deliver as expected."

  

  Business Response

  Date: 05/01/2025

  Per Director of Operations, **** ******: " Good morning! This problem has been resolved. We installed a brand-new grille. State Farm approved to bill them for it. The car is done and gone. Sorry for the delayed response.
  
  Thanks,
  
  ****"

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few months ago, my parked car was hit by my neighbor, and I trusted Crash Champions to repair the damage. After they had my car for two months, I picked it up, excited to finally have it back. Since I was inexperienced with body shops, I didnt think to check everything thoroughly before leaving, especially the parts of my car that had been working previous to me dropping it off. A day or so later, I realized my mirror adjustment buttons werent working properly, even though they were perfectly fine before. When I called Crash Champions, I was met with an arrogant well, it was working when you left response, but they agreed to check it out. What followed was a frustrating cycle of bringing my car in, waiting hours, and being told the wrong parts were orderedthree separate times. Eventually, I was informed that the original technician had installed a junkyard door without transferring my working wiring, and that he was let go for poor work. After failing to fix the issue, Crash Champions referred me to a dealership and promised to cover the cost. The dealership determined both mirrors needed replacement, totaling $2,800. However, once Crash Champions saw the price, they backtrackedfirst saying they would order the parts themselves, then later emailing me that they would not cover the repair, blaming a supposed issue with my cars make and model. This experience has been disgusting and exhausting. They wasted months of my time, admitted their technician was careless, and still refused to take responsibility. I have been patient and polite throughout this process, but it is clear that this company prioritizes saving money over doing the right thing. I trusted them to do their job, and instead, they wasted my time, gave me the runaround, and ultimately tried to ***** responsibility. The fact that they admitted their employee made careless mistakes and then still tried to deny responsibility is infuriating. I want them to pay to have my car fixed properly.

  

  Business Response

  Date: 04/02/2025

  Per General Manager ******* ******** " Ro was ********* for the insurance claim portion of this repair.A lot of what he mentioned is correct except the part that if anything found at the dealer was related to the accident, we would cover the repairs.He went to dealer got diagnostic work performed and they stated that he needs 2 mirror actuators replaced for both sides.
  #1 We never touched the right door
  #2 there is a TSB # **-BE-009 dated August 20** that is for this identical issue the customer is having.
  We would be happy to pay if it was our problem unfortunately this is a common issue on these cars.
  Please see attached TSB on his issue.

• Initial Complaint

  Date:03/28/2025

  Type:Product 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.

   
  Complaint: 23114641
  
  I am rejecting this response because:
  We did not have an accident, we were driving when the bumper cover came off. The tail light has nothing to do with the bumper cover. We have no reason to falsify any information, Im a Registered Nurse and giving false information on an insurance claim is fraudulent and would affect my license. I do not have an answer as to why the bumper cover came off while driving, I can only say it did. We have no insurance claims or accident reports for rear end collision, the only accident is the one with the insured of Allstate. 
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/28/2025

  Per General Manager, ****** *********:"Good afternoon!
  
  By looking at the rebar that was replaced at our location there appears to possibly be new damage.  That is not something that would have occurred if the bumper fell off. The mounting points on the bumper appear to be intact, while the bumper itself is ripped in multiple places (see photos).The taillamp above the rear bumper on the right hand side also has damage.Along with that, the wheelhouse liner on the driver side rear appears to be ripped, implying that something had to have occurred at one point or another. I explained to them that it is not simply that we do not want to help them, it is just that we cannot justify it.
  
  I have reviewed this file with my director, ****** ****, along with an Allstate GHRN Administrator, ********* *******, and we are in agreeance with our stance on the matter. "

  

  Business Response

  Date: 04/08/2025

  We are not saying they were involved in another wreck but simply stating there is damage to the rear end rebar which would indicate that something had to have happen at some point. Something had to have made contact with the rear to cause that which would also cause the damage to the bumper. 

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife car been a accident and I called my insurance to summit the claim and they send me to this shop repair crash champion at ******* so they had the car to get fix which they did but week later car start having problems mechanical and I took the car to the dealer ship so they fix replacing the battery but few days later the car it wont not start again so I bring the car back to dealership and they ask me if the car it been a accident before so I said yes so the service manager tell me o not they did not did a good job on the car so not is cost me more money and aggravated for me and my family. 

  

  Business Response

  Date: 04/02/2025

  Per General Manager **** ******* "I spoke to ****** at Allstate on this matter right now. He was able to obtain a copy of the dealers findings and nothing suggest it is related to the repairs we did here at the shop.Vehicle was bought used and looks like these problems might have been there before. They found electrical wiring issues under the dashboard and vehicle is having all types of problems. ****** said he will deal with the customer and ********************** has nothing to worry about. "