ComplaintsforCrash Champions, LLC

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had scheduled at least three weeks in advance my car to be fixed regarding some external damages. One of the repairs was going through the insurance and one repair was out of pocket. I did state that I wanted both repairs done in advance. I was quoted and filled out the paperwork to make arrangements for my car to be dropped off. They stated they would be able to repair it within a week or so. They stated that I would be notified when the repairs would start. They did not clarify anything with me before the appointment I needed to call. They did not reach out for updates every few days. It got to the point where I the customer was calling them for updates more often then they were reaching out to me. I also was very frustrated as I notified them their texting service was not working. I left at least three messages and was promised a call back and did not receive one. I then had to call and they told me my car was done which was 2 1/2 weeks later and I needed to purchase a rental car which was at extra cost and they did not have remorse. I called to complain and the manager needed an explanation after several emails. I then was told I would received a pre-paid gift card of 50 dollars which was the best they could do. It has been over a month and I still have not received the gift card. I called on 3/12 and they said they would verify this with me the next day and I have not heard a word. At this point I am very frustrated as I have given a lot of money to this business and to be treated this way regarding communication is disrespectful to the customer at this point, Any resolution would be appreciated.

  Business response

  03/25/2024

  Per General Manager, ************************************: "See the attachment for the customer's signed authorization and the supply chain parts issues disruption letter given to her.  I once spoke to ************** while her vehicle was in the shop for two weeks, awaiting back-ordered parts.
  ****************** repairs were done to 100% satisfactory. She paid for the repair services we provided and delivered, not the time frame the repair took. 
  I explained to ************** that we pride ourselves on quality,and quality takes time. We cannot provide free services based on parts availability and miscommunication at the shop level."

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** was worked on between the days of February 2-20th

  Customer response

  03/22/2024

  I was in an accident on February 1st, crash champions was the collision repair the insurance chose. 1 day After getting my vehicle back from crash champions my check engine light came on. As advised by a worker of crash champions on the day of pick up to call if there are any issues. I have attempted to call several times and keep getting sent to voicemail. I can not show up to the establishment due to work intercepting their times so I have made multiple attempts to contact someone with no prevail. 

  Business response

  03/27/2024

  Per General Manager, *****************: "Yes we did follow up with this customer and he said that he never once called our shop and was wanting to go directly through corporate and never received a response from the call center. He is scheduled to stop by the shop this Friday so I can scan the vehicle to see if his check engine light that came on the day after is part of the accident he was involved in. When the vehicle left here there was no check engine light on and the post scan was all clear. I will let you know more information this Friday about the matter.
  
  Thank you"

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  dropped off vehicle for insur claim # **-34T0-14G repair 2/1/24. I was told complete, picked up vehicle 2/17/24. Repairs were not complete, 1 item was repaired 3/1/24, window tint is still not complete. Staff at H33393**2323037383**3H on Kingswood Dr, keep giving me the run around regarding completing the repair. ***************** closed and paid out claim. Just trying to get repairs completed.

  Business response

  03/22/2024

  Per General Manager, *******************: " Our tint company was tasked to call customer and do tint at there location. I will be following up. "

  Customer response

  03/28/2024

   
  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.  I currently have an appointment with **************** at their location on 4/13/24 to complete the tint.  But let it be documented that **************** did not contact me until 3/22/24, when they advised me that they just received the tint request from Crash Champions.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am specifically referencing a 2013 ***** Traverse that was towed to the Crash Champions on ******* Road in *****, ***** in January of 2023.Because of the limits on characters, I guess I have to jump right to the point.Crash Champions, lied to me repeatedly and then would not release my vehicle in order to pressure my wife into paying a $500.00 charge they we did not owe and had previously confirmed that we did not owe. Instead, they decided to do the stereotypical thing and pressure the woman because my wife didn't want to deal with the repairs or the shop at all. Despicable as that is, it gets worse.I have never seen any paperwork related to the cost of repairs to my vehicle. Everything up until my wife was pressured into paying up, was discussed over the phone.The repairs to my vehicle appear obviously rushed. Now, only a year later, the vehicle looks worse than when it did when it was taken to the shop. All of the repairs less some minor items, have fallen apart. Additionally, they never finished the other repairs we had discussed over the phone.Crash Champions then either lied to my insurance company OR colluded with them to close out my claim. One of them is true, I am just not sure which.Now I am getting the run around from all parties involved. Meanwhile, my vehicle falls into further disrepair.I want to negotiate a settlement in good faith. If we can't, I will proceed to file litigation and contact the ******************************* of Consumer Protection.I do have backup documentation for everything. I will not be uploading it here. I want to be contacted in good faith first.

  Business response

  03/29/2024

  Per General Manager, ***********************: "I heard back from the customer this afternoon. I have him scheduled in to address some items on 4/15.
  
  Thank you, "

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about 5/11/23, I took my car to Crash Champions store #** (*******) for repairs.Today, (not even a year later) I observed the paint bubbling/cracking up in 2 different places at the trailing edge of the rear wheel well, on both sides.I called them directly, and asked for simple assurances that I either get a rental car while mine is being repaired, or that my vehicle is moved to the front of the line, and we set an agreed upon date for completion, as I have already sat through this process once, and will have to undergo this again at no fault of my own.They would not let me speak to the manager, *******************, who instead elected to communicate to me through the person who answered the phone. That person would place me on hold intermittently while he ferried messages between me and the manager. During that time, neither the manager nor her messenger would give the assurances I asked for regarding either replacement transportation (if the repair-wait time was extensive), or a timely date of repair completion that I and the shop both agreed to.I then asked for the regional or district managers name and contact info, for which they only provided his name, (***********************) and refused to give email or direct contact info.They refused to provide me assurances of either accomodation for transportation, or expedient repairs, so I elected at that point to take to the internet, the BBB, and the corporate office to address my complaint.The corporate office's extension for customer service / complaints was not manned, and went to voicemail, so I left a message and am currently awaiting a return phone call.

  Business response

  03/19/2024

  Per General Manager, *******************: " Good afternoon,
  
  I have spoken with ************** and he will be coming by this Wed. for me to look at his bumper and get his issue resolved.
  
  Thank you
  ****"

  Customer response

  03/21/2024

   
  Better Business Bureau:

  I received a call from the Mgr, ****, who assisted me in getting the issue addressed and resolved. The car repair is completed, and **** set thing right.

  I only would ask that in the future, the staff would be trained to escalate these types of warranty issues directly to management, so as to save all of us involved the time it took to properly address this, and the negative complaints and reviews that I left them.

  I am not sure that the issue would have been addressed unless and until I started making complaints, but it all could have been asiduously avoided if my original phone call and request to address the issue with corporate had been taken seriously.

  
  In the end. 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

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I took my car to Crash champions *************** ******* in Sept/October time frame for it to be fixed after a car hit a median and almost flipped over on me and all of the shrapnel from the car damaged the front and underneath my car. I got my car back in November, it was cold around that time so I only used my A/C limited but one day it was a little warmer around thanksgiving and i turned my A/C on and realized it wasn't blowing cold air, I went every other avenue checking my coolant, the free-on and other things in my car before taking it to a shop, I have been out of town and working as I am a single mother I haven't had the time to be without my vehicle thankfully it's been cold, I took it to my mechanic and he told me there is a hole in the compressor which I know they fixed at crash champions, so I called to give them a heads up, they insisted on going to get my car from the shop so they could fix it, lied and said my shop didn't charge them anything but instead told ********* they would see who would pay for it, lied and said ********* didn't tell them what was wrong with it even though they gave them the diagnostics report, and instead of fixing the issue they have had my car for 5 days, not keeping their word on giving me a call and updating me on my car, I have had to call them multiple times, they have no urgency to get it fixed or update me. They have lied to me, won't give their higher up manager the message to give me a call. The shop manager ***** has been very rude, does not communicate, has lied, and tried to make every excuse and reason to not fix my car or have his boss call me. I just want my car fixed and returned to me.

  Business response

  03/28/2024

  Per General Manager, *******************: "As I previously explained this lady had an RO# ********* and a claim with USAA for a front-end impact that ended up needing to have the radiator and condenser replaced. The vehicle was delivered on 11/16/2023 and the customer has not made an attempt to reach out and inform us that her A/C is not working right! The vehicle was dropped off without notice at a local mechanic shop and again we were not notified by the customer that she believed our A/C job had failed and needed to get looked at. Once the mechanic shop contacted us, we wanted to take the matter into our own hands per Crash Champion warranty services to get this matter handled for our customer. The shop was instructed to put the vehicle back together and that we will pay them for the diagnose they did to determine the there was a leak in the line.Once we received the vehicle back in the shop, I had our tech take a closer look only to find out the customer had been in another accident since she had her vehicle repaired with us. The new impact broke the entire bumper and lower grille. Whatever was hit also came in contact with the condenser on the bottom right corner which is where the A/C line is kinked and leaking. My tech confirmed that the leak is coming from the new impact causing a kink in the A/C line. This being a result of another accident is not something that we should be covering per our warranty. Once we explained the customer what we discovered she became very unfriendly. I have allowed her to vent but could not change the circumstances of her situation. Let me know what needs to be done! Thank you."

  Customer response

  03/28/2024

   
  Complaint: 21426136
  
  I am rejecting this response because: as per my complaint with the BBB ***** was very unpleasant to work with, his communication and time management with my vehicle was terrible, it took him 5 days to get me a response which I had to call and follow up with him, not once did he call me. When I did call he was 95% of the time not in the office. I have proof that he lied to me when I asked for him to have his boss call me, but so he didnt have to have him call me he said his boss was in ***** and wouldnt be able to get back to me for a few days, when in fact his boss was in ************.  also spoke with a former employee, who disclosed that ***** would have said employee cover for him to his customers to get out of having to explain things to customers. He was rude to me about me taking my car to ********* not crash champions but I trust my mechanics and they did relay that there was a leak, and I truly believe he didnt want them to look into it for them and wanted to take things into their own hands Crash champions so that they wouldnt have to take responsibility and replace the part and they could paint their own narrative. When I got my car back from the originally repair it was during the cold season and they had my car for almost 2 months. So no I didnt want to take it back to them and then they have my car forever again, it was the holidays. And before I reached out to them I wanted a diagnosis on my car so I knew if it was me or a faulty part. I took responsibility for hitting a animal while driving, but it did not affect the undercarriage of my car, there is a lot of funny business at this establishment and things are not adding up. If he wouldve communicated, been respectful of my time and returned my car in a timely manner with a proper diagnoses I would have never reached out to crash champions. But it was a poor job by the manager, poor communication, poor attitude and resolution. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I need assistance with handling the *********, ** location. I was referred by my Mom who used Crash Champions ********************** location multiple times and had zero complaints. had my 2023 white ***** Model Y repaired at Crash Champions *********, ** location and was picked up on 9/22/2023. On 2/2/2024 tesla serviced my vehicle and advised me that my tire said inside on the outside of the vehicle. ***** refused to inflate/ correct this issue. So on 2/2/2024 @ 11:11 am, I called Crash Champions and explained the issue and I set up an appointment for 2/9/2024. Crash Champions took the tire off and put the tire on correctly as specified by the tire manufacturer. I left and I felt the vibration of the tire. I called on 2/10/2024 @ 11:02 am. There was no answer, so I left a voicemail, to report the vibration. I never received a callback, so I took the tire to Discount Tires on 2/23/24 and was informed that tire had irregular tire wear (Cupping) front left and front ride side. The left side caused the right to wear irregularly. I called Crash Champions on 2/23/24 at 2:40 pm to relay the findings. I made an appointment for 3/1/2024 but couldn't complete, it because I was advised one hour before that I would have to leave my car. I was also told they didn't have a loaner. Why shall I the customer be inconvenienced multiple times? I live 1 hour away. Can this be escalated, please? I'm not receiving proper help. I was told by a manager that this was not their responsibility and that the tire could be placed on either side and wouldn't cause any problems. His statement is contrary to the tire manufacturer, Michelin. This isnt the first unpleasant experience with this location. This issue which is the tire is the third. My vehicle is dangerously vibrating and unsafe. There's a lack of accountability and integrity.I emailed Crash Champions contact us page, on 3/4/2024

  Business response

  03/04/2024

  Per General Manager, *************************: " At the end of the day, we need the vehicle here to inspect it and he wont ****************.He keeps coming here but will not leave the car so we can get the car to the alignment shop. He keeps hitting curbs with the car and is complaining the car is vibrating while driving. We want to compare the specs from when we delivered the car to what it is now, but he needs to leave the vehicle.
  
  ****"

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a car accident on December 31. Crash Champions tel# ************ *********** King have my car since then. Attached is an estimate of what I earn weekly. I have been loosing money since then. State farm will not extend the car rental beyond 20 days. State Farm recommended this place so my complaint goes to them as well. Crash Champions extended the car rental for 8 days but after I returned the car nothing have been done. Contacted the **** Their deadline to have my car ready was on February 23. I called and was told that someone will contact me that day. It didnt happen. I called again today February 26, and spoke with ****. He said the same thing the lady said last friday I will take care of this to your satisfaction Again, I am still here and no call back. I have the right to use 14 days working from home per year at my primary job. Now, this week Im also forced to exaust my vacation time? Just because they messed up or not taking any responsibility? Bottom line, I want a resolution to this. Either refund me the money IM loosing weekly or a car rental until they repair my car. This have caused me a lot of stress and pain.

  Business response

  03/06/2024

  Per Director of Operations, ***************************: " I have already talked to him and put him in a rental so that he can get to workthis was handled weeks ago.
  
  Thanks
  
  ****"

  Customer response

  03/06/2024

   
  Complaint: 21348883
  
  I am rejecting this response because:

  Even though I got a rental, I still dont have my Car yet. Once I get my car as promised with no issues I will consider this complaint closed. They now told me 10 more days. 
  
  Sincerely,
  
  ***********************

  Business response

  03/06/2024

  Per Director of Operations, ***************************: " He is aware of how long it will take.  He is not losing any money now.  I will reach out.
  
  DD"

• Initial Complaint

  02/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Feb 1 **** - our commercial cleaning company was hired by your Crash Champions Headquarters to manage & service areas assigned on contract at ************ , ******** Our cleaning associates have arrived as requested early 11am to see management for a Visual Walkthrough of Crash Champions designated areas to service our cleaning skills . Crash Champions ********** was unaware of our arrival for cleaning until email confirmation was reviewed personally by **************** cleaning associates were guided with ********** to review the exact areas needed for our cleaning services . Upon 10 min walkthrough of all the areas ********** informed our cleaning associates to service before any agreement were concluded our cleaning associates informed ********** how long the cleaning process might take in order to improve All Flooring that were completely filthy with Dirt- Residue - tons of hazardous materials and essentials will take some time to improve . Additional restrooms in lockers & cluttered cafeteria with hazardous materials scattered throughout the whole facility was a Huge Project to accomplish . Feb 4,****. 9am ******************* arrived to service Crash Champions as scheduled . All Assigned areas were serviced as expected plus additional areas not concluded on contract were completed also. Locker room Restrooms were serviced with a Power Wash instrument that helped remove urinal Stains , water toilet stains organized Lockers , organized hoarded Cafeteria to avoid any mechanical hazardous materials or expired food that were stored in kitchen fridge had to be disposed is a huge health hazard. Our cleaning associates serviced additional areas that needed immediate attention . Same late afternoon Feb 4 ,**** our cleaning associate contacted ********** directly to inform the additional Areas our cleaning associates helped to improved actually back fired and instead of an appreciation for the major 4hr 1st day cleaning our cleaning associate was being verbally insulted of the work that was completed including the additional ********** ********** somehow assumed Prior Stains that have been caused from Prior mechanical spills are impossible to remove. Special Cleaning instruments to be used to eliminate certain stains on Floors are additional cost . ********** insisted upon verbal Agreement for our cleaning associates to do their best and complete what we are assigned by contract to complete was agreed among all parties present among visual walkthrough . February 5 **** Our commercial Cleaning Headquarters Agent *********************** arrived to Crash Champions in ****************** to clarify and inform ********** exactly what was requested upon cleaning contract scope is what our cleaning associates are assigned to service . Feb 11 ,**** -9am ******************* associates arrived to service Crash Champions assigned areas . We precisely scheduled our cleanings on Sunday - Morning without any traffic to assure all Assigned areas are serviced spotless . 10:30am- 11am ********** appeared to Crash Champions Determined . Crash Champions ********** walked in immediately complaining while our cleaning associate was still working performing & continued to verbally insult our cleaning associate. ********** was absolutely acting condescending towards to cleaning associate is absolutely disgusting behavior, very cringy & uncomfortable for someone in a ********** position to depict towards cleaning associates . Especially towards a Female Cleaning associate whom You can clearly hear Crash ******************* was verbally offensive , verbally aggressive and condescending toward a female (Manager ) , you can clearly hear her remove herself from The premises from Further confrontation. Please review and hear clearly the recording I have documented for our cleaning associates ******************** You can clearly hear ********** whom is the Verbal , insulting Aggressor . No apology were given for the insults Manager Mis conduct

  Business response

  02/12/2024

  Per General Manager *********************** "Sunday I came into shop to clean some files, and had Quez as a witness to meet me at shop because he was on vacation prior week.  ***** and I were talking about the cleaning service.  ***** was sharing some info that someone from his organization had shared with him about what didnt get done 1st week.  ***** was trying to argue the fact about a spot on toilet, floor mop, and dust.  I told ************** thats not what we discussed when you first arrive I was sold you told me you can get spot out with no problem.  I came in next day same spot still on toilet.  I dont know the lady name that was with him, but she stormed in my office yelling.  I asked her very calmly who are you hollowing at there are no kids in this office.  My parts assistant walked in while she was yelling as well.  She said I was attacking her employee.  I asked who is the Manager because everyone one I delt with from this company is so unprofessional.  I said we are the customers.  Im telling you what didnt get done according to the paper work in black and white, and youre arguing with me.  ***** and the Lady started going at it in Spanish. He said shes so dumb.  After their 4 minute conversation with each other she left.  I started back talking to ***********  I said hey ***** we are not picking with you guys.  We are the customers I pointed a few things out that didnt get done so they can get corrected.  I asked ***** once hes done can he please leave the key to the front door on my desk.  He agreed.  15 minutes ***** comes in my office apologized for the lady and himself.  Asked me to show him where the stain was on Toilet.  ***** took stain right off apologized again he dont want to loose account.  I agreed with ***** told him I accept his apology it takes a man to admit fault.  Showed him the wall in bathroom he agreed to take care of wall next week, I told him Our front office looked better.  We both shook hands, and ***** apologized again."

  Customer response

  02/12/2024

   
  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

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was received by the ** location of Crash Champions on December 7, 2023 (*************************************************************). The original estimated completion date was listed as 12/27/23 (notified through text message). I received 5 text updates confirming the car would be ready on 12/27/23 (dated 12/15, 12/18, 12/19, 12/20, and 12/25). When I called on 12/26 to confirm pickup for the 27th, I was told that they were still waiting on parts and changed the completion date to 12/29. When I called on 12/28 to confirm pickup, I was told the painter quit and the car would be moved to the ** location for painting and returned for pickup by 1/05/24. I called on 1/04/24 to confirm pickup and was told it would not be ready on 1/05 because of a missing part again and instructed to call back on Monday 1/8 to speak with the parts manager. I called on Monday 1/8 and was told the parts were all there but it was at the ** location still being painted and would be ready for pickup on 1/10/24. I called on 1/10/24 and the business had been permanently closed. I called the ** location to see if the car was still there from being painted and was told that my car had never been there but they expected to receive it. I spoke with this location 2-3 times between 1/11 and 1/21 and was told that they they were waiting on communication from my insurance company (I called the insurance company and confirmed this was not the case) didn't know what was needed to repair the car and if they had appropriate parts. My insurance company (Travelers) called the ** location for an update and was told the car had been transported back to the ** location to finish the repairs (though the ** location remained closed). I and the insurance adjuster called the ** location repeatedly the week of 1/22 and was told that they did not have an update. On 2/2 I was told the car was back at the ** location and missing a backordered part. On 2/5 the manager told Travelers that my car was not there and knew nothing about it.

  Business response

  02/09/2024

  Per Director Of Operations, ***********************************: " The parts is on backorder ***** has upgraded the parts to vehicle off road. They are stating the release date is March 8. "

*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. ↩