Crash Champions #0520 Pikesville

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

My Experience - 5.0/5.0 -

Crash Champions worked on my car before and I was pleased with the work and service. I picked my car up today and I’m equally pleased. Thank you very much.

Likely to Recommend - 5.0/5.0

Repair Quality - 4.5/5.0 -

So far so good

Customer Service - 5.0/5.0

My Experience - 5.0/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Got my car back fast and got the job done quick

Customer Service - 5.0/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Crash Champions Auto shop is the best. I'm a customer for life and I will recommend all my friends and family.

Customer Service - 5.0/5.0

My Experience - 5.0/5.0 -

Car looks great!!

Likely to Recommend - 5.0/5.0

Repair Quality - 4.0/5.0 -

I just saw that the door edge protectors weren't put back on!

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 1.5/5.0

Repair Quality - 2.5/5.0 -

I have used Crash Champions before and had a great experience, which is why I chose to return. This visit was very disappointing. The repairs took more than two months, with little to no communication throughout the process. The front desk rarely answered the phone, and despite leaving multiple voicemails requesting updates, not a single call was returned. I eventually had to start visiting the shop in person just to get information about my vehicle. During my first visit, I was able to view my vehicle and noticed that the repairs were not completed well. The paint job was sloppy and the bumper cover did not fit properly. Which the repair technicians could see as well. I was informed that replacement parts had to be reordered to correct the issues. I was given expected arrival dates for those parts, but when they did not arrive, no one contacted me with an update. Once again, I had to visit the shop myself to find out what was going on. After I spoke with the Shop Manager, communication improved. There appears to be a serious issue with the front desk’s communication and customer service. Customers should not have to repeatedly call, leave unanswered voicemails, or make unnecessary trips to the shop just to receive basic updates on their vehicle. My vehicle is still not fully repaired, and I am currently waiting for one final part to arrive. I sincerely hope I will be contacted promptly when it comes in and will not have to chase down another update. I appreciate the Shop Manager’s assistance, but the overall customer experience fell far short.

Customer Service - 0.5/5.0

My Experience - 5.0/5.0 -

The customer service and care was next level. I will be recommending your establishment. God bless you

My Experience - 5.0/5.0 -

Darrell and Lisa are both pleasant to work with and the car looks great. Thanks again!

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0 -

Lisa was great

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

My Experience - 5.0/5.0 -

Great customer service

Likely to Recommend - 0.5/5.0 -

See previous review

Repair Quality - 4.5/5.0 -

Unfortunately, my experience with Crash Champions in Pikesville was extremely disappointing. I think your staff are nice people so this review will be for your internal systems because you asked for it, and not posted to Google etc. I dropped my 2021 Ford Explorer off on May 26 after an accident on May 22. After diagnosing the vehicle, I was given an estimated completion date of June 19. Instead, it ultimately took 50 days before the repairs were actually complete. Timeline • May 26: Vehicle dropped off. • June 2: Diagnosis completed. • June 4: Completion date set for June 19. • June 19: Vehicle not ready. • June 26: Still not ready. • June 27-July 10: I was on a previously planned trip to Vietnam. Since the shop had originally committed to June 19, I fully expected the vehicle to be completed Before I returned. • July 9: I received a message saying the repairs were complete. • July 10: I landed back in the U.S. only to learn the vehicle was still not ready and the completion date had been pushed to July 13. • July 10: I attempted to pick it up, only to discover the wheels had not been completed. • July 11 & July 12: Returned to have the wheels finished. They still weren't done. • July 15: Called again that morning. Still not complete. • July 16: Finally received my vehicle, nearly a month after the original promised completion date. What frustrated me the most was the communication. My phone records show I made at least 12 outgoing calls to the shop over the course of the repair, often making multiple calls in the same day just trying to get an update. By comparison, I received only two incoming calls from the shop, one lasting less than four minutes and the other just 15 seconds. Most updates came only after I reached out first, and many of my calls were never returned. I understand that collision repairs can be delayed because of parts, insurance approvals, or unforeseen issues. What I don't understand is repeatedly missing deadlines, failing to communicate proactively, telling a customer their vehicle is ready when it isn't, and then offering no compensation whatsoever for the inconvenience. There was no help with extended rental costs, no offer to cover Uber expenses, or even a goodwill gesture on the final bill, despite the repair taking 50 days, the original completion date being missed by almost four weeks, and the repeated failures in communication. The repair itself appears fine, but customer service matters just as much as the quality of the work. This experience required constant follow-up on my part and caused unnecessary frustration that could have been avoided with honest communication and better planning. **I hope Crash Champions uses this feedback to improve. Customers can be understanding, I try to be understanding, when delays happen, because somethings are out of our control. But customers deserve accurate expectations, timely communication, and accountability when commitments aren't met.**

Customer Service - 0.5/5.0 -

Unfortunately, my experience with Crash Champions in Pikesville was extremely disappointing. I think your staff are nice people so this review will be for your internal systems because you asked for it, and not posted to Google etc. I dropped my 2021 Ford Explorer off on May 26 after an accident on May 22. After diagnosing the vehicle, I was given an estimated completion date of June 19. Instead, it ultimately took 50 days before the repairs were actually complete. Timeline • May 26: Vehicle dropped off. • June 2: Diagnosis completed. • June 4: Completion date set for June 19. • June 19: Vehicle not ready. • June 26: Still not ready. • June 27-July 10: I was on a previously planned trip to Vietnam. Since the shop had originally committed to June 19, I fully expected the vehicle to be completed Before I returned. • July 9: I received a message saying the repairs were complete. • July 10: I landed back in the U.S. only to learn the vehicle was still not ready and the completion date had been pushed to July 13. • July 10: I attempted to pick it up, only to discover the wheels had not been completed. • July 11 & July 12: Returned to have the wheels finished. They still weren't done. • July 15: Called again that morning. Still not complete. • July 16: Finally received my vehicle, nearly a month after the original promised completion date. What frustrated me the most was the communication. My phone records show I made at least 12 outgoing calls to the shop over the course of the repair, often making multiple calls in the same day just trying to get an update. By comparison, I received only two incoming calls from the shop, one lasting less than four minutes and the other just 15 seconds. Most updates came only after I reached out first, and many of my calls were never returned. I understand that collision repairs can be delayed because of parts, insurance approvals, or unforeseen issues. What I don't understand is repeatedly missing deadlines, failing to communicate proactively, telling a customer their vehicle is ready when it isn't, and then offering no compensation whatsoever for the inconvenience. There was no help with extended rental costs, no offer to cover Uber expenses, or even a goodwill gesture on the final bill, despite the repair taking 50 days, the original completion date being missed by almost four weeks, and the repeated failures in communication. The repair itself appears fine, but customer service matters just as much as the quality of the work. This experience required constant follow-up on my part and caused unnecessary frustration that could have been avoided with honest communication and better planning. **I hope Crash Champions uses this feedback to improve. Customers can be understanding, I try to be understanding, when delays happen, because somethings are out of our control. But customers deserve accurate expectations, timely communication, and accountability when commitments aren't met.**

My Experience - 0.0/5.0 -

My repair overall is okay but my Bumper isn't connecting properly or should I say snuggly like it was before thee accident

Likely to Recommend - 4.5/5.0

Repair Quality - 4.0/5.0 -

Crash Champions, Overall, I'd give the repair about an 8 out of 10. I think the work was done well, but I do have one concern. On the driver's side rear, the bumper isn't fitting snug against the quarter panel. It keeps popping back out, and I have to keep pushing it back into place. It doesn't seem like it's being held securely, and it wasn't like that before the accident or the repair.

Customer Service - 5.0/5.0 -

The staff was very polite and professional

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

great Job

Customer Service - 4.0/5.0 -

would have liked more updates

Likely to Recommend - 4.0/5.0 -

Overall it was a good experience, friendly and professional. Just dissapointed with parts delay and having to rent a vehicle because of it.

Repair Quality - 4.0/5.0 -

not seen as yet

Customer Service - 4.0/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Very professional staff. Great communication and they did a very nice job.

Customer Service - 5.0/5.0

Returned Clean