Crash Champions #0545 Chula Vista

Likely to Recommend - 2.0/5.0 -

Overall, my experience with Crash Champions was not terrible, but unfortunately, the way my rental reimbursement was handled left me very disappointed with the professionalism and accountability of management. My vehicle repairs took more than 30 days, which went beyond the timeframe my insurance would cover for my rental vehicle. I understand that delays can happen during the repair process, especially when communication and approvals between a repair facility and an insurance company are involved. I was never completely certain whether the delay was caused by Crash Champions, the insurance company, or a combination of both. However, when I contacted the shop because I was being left responsible for the additional rental expenses, I spoke directly with the manager, Juan Elliot. During our phone conversation, Mr. Elliot told me that he would reimburse me for the additional rental costs. Based on that conversation, I believed the matter had been addressed and that Crash Champions would stand behind what their manager had promised. Unfortunately, when I later arrived to pick up my vehicle, I was told something different. Mr. Elliot then stated that the insurance company would be responsible for reimbursing me. From that point forward, I felt as though I was being given the runaround, with responsibility being passed back and forth between Crash Champions and the insurance company. Ultimately, I was never reimbursed. My biggest concern is not simply the money or even determining which company was originally responsible for the additional rental days. My concern is that a member of management personally made a commitment to a customer and then did not follow through with that commitment. If the reimbursement could not be honored, that should have been communicated clearly before it was promised to me. Customers should be able to rely on the information and commitments given to them by management, especially when unexpected expenses are involved. Being told one thing over the phone and then something completely different when it was time to pick up my vehicle was extremely disappointing and came across as a lack of accountability. I hope upper management at Crash Champions takes situations like this seriously and reviews how customer concerns and promises made by management are handled. A repair delay is something I can understand. What is much harder to overlook is being personally promised a resolution, relying on that promise, and then having that commitment disregarded when it came time to honor it. Unfortunately, the lack of follow-through and accountability significantly changed what otherwise would have been a fairly reasonable experience with this location. Based on how this situation was handled, I would strongly encourage future customers to get any promises regarding reimbursements, rental expenses, or additional costs in writing.

Repair Quality - 2.5/5.0 -

Overall, my experience with Crash Champions was not terrible, but unfortunately, the way my rental reimbursement was handled left me very disappointed with the professionalism and accountability of management. My vehicle repairs took more than 30 days, which went beyond the timeframe my insurance would cover for my rental vehicle. I understand that delays can happen during the repair process, especially when communication and approvals between a repair facility and an insurance company are involved. I was never completely certain whether the delay was caused by Crash Champions, the insurance company, or a combination of both. However, when I contacted the shop because I was being left responsible for the additional rental expenses, I spoke directly with the manager, Juan Elliot. During our phone conversation, Mr. Elliot told me that he would reimburse me for the additional rental costs. Based on that conversation, I believed the matter had been addressed and that Crash Champions would stand behind what their manager had promised. Unfortunately, when I later arrived to pick up my vehicle, I was told something different. Mr. Elliot then stated that the insurance company would be responsible for reimbursing me. From that point forward, I felt as though I was being given the runaround, with responsibility being passed back and forth between Crash Champions and the insurance company. Ultimately, I was never reimbursed. My biggest concern is not simply the money or even determining which company was originally responsible for the additional rental days. My concern is that a member of management personally made a commitment to a customer and then did not follow through with that commitment. If the reimbursement could not be honored, that should have been communicated clearly before it was promised to me. Customers should be able to rely on the information and commitments given to them by management, especially when unexpected expenses are involved. Being told one thing over the phone and then something completely different when it was time to pick up my vehicle was extremely disappointing and came across as a lack of accountability. I hope upper management at Crash Champions takes situations like this seriously and reviews how customer concerns and promises made by management are handled. A repair delay is something I can understand. What is much harder to overlook is being personally promised a resolution, relying on that promise, and then having that commitment disregarded when it came time to honor it. Unfortunately, the lack of follow-through and accountability significantly changed what otherwise would have been a fairly reasonable experience with this location. Based on how this situation was handled, I would strongly encourage future customers to get any promises regarding reimbursements, rental expenses, or additional costs in writing.

Customer Service - 2.0/5.0 -

Overall, my experience with Crash Champions was not terrible, but unfortunately, the way my rental reimbursement was handled left me very disappointed with the professionalism and accountability of management. My vehicle repairs took more than 30 days, which went beyond the timeframe my insurance would cover for my rental vehicle. I understand that delays can happen during the repair process, especially when communication and approvals between a repair facility and an insurance company are involved. I was never completely certain whether the delay was caused by Crash Champions, the insurance company, or a combination of both. However, when I contacted the shop because I was being left responsible for the additional rental expenses, I spoke directly with the manager, Juan Elliot. During our phone conversation, Mr. Elliot told me that he would reimburse me for the additional rental costs. Based on that conversation, I believed the matter had been addressed and that Crash Champions would stand behind what their manager had promised. Unfortunately, when I later arrived to pick up my vehicle, I was told something different. Mr. Elliot then stated that the insurance company would be responsible for reimbursing me. From that point forward, I felt as though I was being given the runaround, with responsibility being passed back and forth between Crash Champions and the insurance company. Ultimately, I was never reimbursed. My biggest concern is not simply the money or even determining which company was originally responsible for the additional rental days. My concern is that a member of management personally made a commitment to a customer and then did not follow through with that commitment. If the reimbursement could not be honored, that should have been communicated clearly before it was promised to me. Customers should be able to rely on the information and commitments given to them by management, especially when unexpected expenses are involved. Being told one thing over the phone and then something completely different when it was time to pick up my vehicle was extremely disappointing and came across as a lack of accountability. I hope upper management at Crash Champions takes situations like this seriously and reviews how customer concerns and promises made by management are handled. A repair delay is something I can understand. What is much harder to overlook is being personally promised a resolution, relying on that promise, and then having that commitment disregarded when it came time to honor it. Unfortunately, the lack of follow-through and accountability significantly changed what otherwise would have been a fairly reasonable experience with this location. Based on how this situation was handled, I would strongly encourage future customers to get any promises regarding reimbursements, rental expenses, or additional costs in writing.

Returned Clean

Likely to Recommend - 4.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 4.5/5.0

My Experience - 5.0/5.0 -

The update info was very helpful. Repair was not on schedule but i was kept up to date on delay. So happy to get my car back. They offered to return my car to enterprise. If your rental has a full gas tank they will take it to enterprise. If your gas tank is not full they will take it back and totally overcharge you for gas. Not them but enterprise.

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

My Experience - 5.0/5.0 -

Rudy was very helpful and polite, he communicated any issues that come up that may have pushed back the vehicle on time. Would highly recommend Crash Champions to friends and family.

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 -

Two thumbs up

Repair Quality - 5.0/5.0 -

Highly recommend, the staff is amazing and the work is premium. Very professional work very satisfied client

Customer Service - 5.0/5.0 -

Very professional

Returned Clean

My Experience - 5.0/5.0 -

The repairs were amazing. My truck looks like new. I appreciate all the work everyone put into it.

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 - 4.0/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

I’m missing a door latch cover on passenger side

Customer Service - 5.0/5.0

My Experience - 5.0/5.0 -

I trusted my car to crash champions and I found it to be a good choice. They are professional great work performance deliver in a timely manner. I would recommend it to anybody. Thank you.

Likely to Recommend - 5.0/5.0 -

Very satisfied

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Likely to Recommend - 0.5/5.0 -

Unfortunately, I would not recommend Crash Champions to a friend. While the customer service and communication were excellent, the quality of the repair work was the main issue. Having to return four times and ultimately take the truck to another collision center for proper evaluation made it difficult for me to confidently recommend their repair services.

Repair Quality - 0.5/5.0 -

Unfortunately, our experience with Crash Champions was extremely disappointing. The body work was not done properly, and what was supposed to be a straightforward repair turned into multiple trips back and forth. We had to return four separate times, and each time there was still something that had not been repaired correctly. In some cases, while they were attempting to fix one issue, they ended up causing additional damage or creating another problem. It became very frustrating because it felt like the truck was not being properly inspected before we were told it was ready. We lost a significant amount of time and multiple days having to bring the truck back, only to find that the repairs still were not a true or complete repair. Eventually, we had to take the truck to another collision center, where we were told the previous work was bad body work and that there were several things that should have been repaired but were not. We also noticed additional damage after dealing with Crash Champions that was not there before. We do want to acknowledge the manager, Agusto. He was polite and made an effort to help us, and we appreciate that. However, he had only been at the location for about a week, and unfortunately, the truck was still not being properly inspected before being considered finished. We repeatedly had to point out issues ourselves that should have been caught during their inspection. A collision repair should not require the customer to repeatedly identify problems that the shop should be catching themselves. After four visits, having to take the truck somewhere else because the repairs still weren’t properly completed is unacceptable. We wanted to give Crash Champions the opportunity to make things right, but ultimately we had to go elsewhere to get the work properly evaluated and addressed. Based on our experience, we unfortunately cannot recommend this location.

Customer Service - 5.0/5.0 -

Although we were very disappointed with the quality of the repair work, I do want to give credit where it’s due: the customer service was excellent. They answered our calls, communicated with us throughout the process, listened to all of our concerns, and never made us feel like we were being ignored or written off. They were respectful and professional, and they also took care of us with a rental vehicle while our truck was being worked on. Even when we continued bringing up concerns about the repairs, they remained responsive and did not treat us rudely or dismiss our concerns. Our negative experience was strictly with the quality and completion of the body work, not with the customer service. The staff made an effort to take care of us, and we genuinely appreciate that.

Returned Clean

My Experience - 5.0/5.0 -

Car looks better than before the accident and I got it one day earlier than expected. Amazing job!

My Experience - 5.0/5.0 -

Mr. Rudy is very professional, he assisted us all the way, everyone very nice, thank you.

My Experience - 5.0/5.0 -

Great job, the guy that handle it, forgot his name, was helpful

Likely to Recommend - 5.0/5.0 -

It will be very likely that I will refer to a friend, colleague and family. Even my worse enemy lol.

Repair Quality - 5.0/5.0 -

People there are very professional and courteous

Customer Service - 5.0/5.0 -

Shot out to Juan Elliott. That guy was awesome. He takes pride on his work. I get a daily update on my vehicle. Kudos to you and thank you for the superb customer service.

Returned Clean

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

Customer Service - 5.0/5.0 -

Rudy was kind and respectful. He communicated very well and always updated me on what was going on with my car. He paid attention to detail and made sure the shop did an exceptional job on the repairs. Thank you, Rudy, for your amazing service!

My Experience - 5.0/5.0 -

I am satisfied. Very good communication and professionalism. Thank you all!

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

Customer Service - 5.0/5.0