ComplaintsforCrain Kia North Little Rock

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  purchased 2 vehicles from Crain Kia in Sherwood, AR a few years ago, and they sent paperwork to the DMV for one of the vehicles but not the other. DMV took the bill of sale and I called to get the proper paperwork sent. Waited until needed the new tags and it still was not completed. this year the DMV said they would no longer take the bill of sale, Was out of state for work, so called weekly while I was out, was told a manager would call back, had to do this for 6 months while I was out. Finally had to go into the store to get any help, spoke to ********* ******* who said it would be taken care of. Had to constantly email to get any response, 2.5 months later nothing is done, and the tags are now expired. Got put in touch with ****, who supposedly is over the Crain Kia, at the corporate office, who said they would overnight me a letter to give to the police in case I was pulled over while they tried to get this done. That never arrived, nor did the follow up email. I am now being ignored by **** and noone else seems to want to help, constantly hanging up the phone when I attempt to call and ignoring voicemail requests for call backs, simply for them to take care of their mistake. All we wanted was the paperwork sent to the DMV, and it still has not happened, despite months of promises that it would be handled.

  Business response

  03/27/2024

  I have reached out to *** ********** and exchanged my number with hi. I am looking into it with Corporate and I am going to help him get this resolved.

   

  Thanks,

   

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

  Customer response

  03/28/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  *** ******** did reach out, but I would like to keep this open until a resolution is actually made. Although I have faith he will resolve it, I have also had faith in the last 2 people I spoke with, so the hesitation is not personal, but based on the experiences thus far.
  
  Sincerely,
  
  ****** **********

  Business response

  03/28/2024

  I called ****** today and informed him that we had what we needed and were delivering it to the DMV. He is going to watch to make sure it clears and will let me know next Wednesday if it hasn't.

   

  Thanks,

   

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

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought a car last July still haven’t received title and title is in suspense now due to the fact that Crain never turned in title found out that there is a lien on car out of Texas that Crain hasn’t paid, attempted to contact dealership they are not doing anything I have asked to speak to corporate but I was told I can’t. This was a illegal sale of a vehicle I was not provided proper paperwork

  Business response

  04/19/2024

  We are working to get **** ****** a duplicate title so it can be cleared from suspense.

  Customer response

  04/22/2024

   
  Complaint: ********  
  I am rejecting this response because: it was stated that on 2/20/24 a duplicate title was filed for they said that they would have it in 4-6 weeks it is now 60 days 
  
  Sincerely,
  
  ****** ******

  Business response

  05/06/2024

  ****** ******** title has been received and taken to revenue. Revenue should be sending her title to her lienholder, Arkansas Federal Credit Union, until such time as she has paid off the loan on her vehicle.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Kia Seltos, from Crain Kia July 11th 2023.I want to refinance through Fairview Credit Union. I was told I had to wait 3 months. I waited 3 months. I was not aware of a protection plan costing 1,000$ on contract.I knew about gap plan.1,000$.Fairview Credit Union have a cheaper gap plan 600$.I have been talking to Crain for over one month and have.They sent me cancelation forms to sign.i signed and mailed them back certified, November 21st 2023.I have called them about refund,no one returns my calls.Credit Union has done most of my paperwork. They are waiting on my refund,so they can a payoff on my car.

  Business response

  01/11/2024

  Both checks were sent to Kia Motor Finance...
  SVC $906.55   ck # ********  JMA mailed out on 12/29/2023 and KMF cashed on 1/9/2024
  TLP  $899.10   ck # ******** JMA mailed out on 12/29/2023  however JM&A doesn't show that this one has been cashed at this time.

  I apologize if the length of the cancellation process wasn't explained correctly.  As you can see from the above message my office has processed your request.

  Justin ******

  GM of Crain Kia

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

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Kia Seltos on March 25, 2023. As today is April 17, 2023, it has been less than a month since my purchase. With that being said, on Saturday 15th, Sunday 16th, and today being the 17th of April, my seatbelt indicator has gone off consistently any time that I get drive 5 miles or greater. It keeps going off. I reached out to Crain Kia in Sherwood, AR for resolution as the car should certainly be under warranty. My initial call this morning, I was told that they could not understand me, with no follow up call. I called again today and was brushed off stating that they could not schedule me for service, but that they have my contact information. This is NOT a resolution on a serious safety issue.

  Business response

  05/22/2023

  CUSTOMER HAS BEEN CONTACTED AND SCHEDULED FOR DIAG.  VEHICLE IS UNDER WARRANTY SHOULD NOT BE A FURTHER ISSUE.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2018 Kia soul from Crain Kia NLR, at 75000 miles car overheated and blowing out oil, took into Crain they replaced lower part of motor to which we have found out now was a reman part, we took it back again because car was using oil and they dismissed the issue. Since that time we have spent 750 dollars to have the catalytic covertor and now having to have the exhaust mainfold replaced which is 1600. the mechanic at the place where it is now stated the issue we are having is caused from the initial issues. We are still paying on this car and this is our income and we have to have 2 cars. The dealership was no help and frankly rude when we tried expressing issues

  Business response

  01/23/2023

  The Engine was replaced Aug 03, 2020 at 73k… it was a reman Engine under warranty so that’s what Kia Warranty paid… not just some random reman engine… Kia reman…
  
  This vehicle has not been here since Jan 21, 2021 where they started an oil consumption at 88k. With that being said, I do not know what concern they have currently or who has checked it since.

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

  Service Manager

  Crain Kia of Sherwood 

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 18th 2022 I dropped my 2013 kia soul off at Crain kia of sherwood to have my engine replaced under a warranty extension for premature rod bearing failure. After 3 months of trying to get a status update I finally got a call from the service manager stating that it had been diagnosed and the engine would be covered under the warranty extension no if and or buts just a straight forward claim the day before it was due to be ready I received a call from the service advisor telling me I needed to replace my catalytic convertor for 1500$ or they would not warranty the new engine I asked why and he said "because it's not an oem catalytic convertor and is what caused the old motor to fail"... but if the convertor caused the old engine to fail it would not have been covered under the extension in the first place but yet that was never said prior to that call.. when I picked the car up the service advisor said that it just has an exhaust leak at the convertor so I took and had it checked and the convertor is fine it was not clogged or anything there was a crossthreaded stud causing the converter to not seal at the gasket (nothing was noted before or during the engine replacement) so that was damaged when they took it off to replace the engine and because they damaged the convertor they are declining the warranty on the new engine and that is what I want changed if they don't want to warranty my new engine they should replace the convertor for damaging it in the first place.. my fiance works at a dealership and has been a technician and is currently a service advisor at a ****** dealer and deals with warranty/extensions regularly and said that this should not be a warranty voiding issue and if it is they should be responsible for it because 1 there was never a mention of an issue before the repair 2 the only issue with the convertor they caused and 3 why was the engine replaced if the convertor caused it in the first place.. I want my engine warranty to be reinstated

  Business response

  10/28/2022

  As a dealership, it is our duty to inform the customer of our findings. At the time of the engine replacement we were able to verify there was actual rod bearing failure which allowed us to replace the engine under the warranty extension… The Certified KIA Master technician noticed, while removing the aftermarket catalytic convertor, that there was platinum debris coming out of the CAT. The customer was informed of the debris and was offered an OEM replacement at the their expense. The customer declined replacement of the CAT. At this time, we informed the customer that moving forward if there is an engine failure and it is not due to Rod Bearings, it wouldn’t be covered. The engine extension is still in effect on the vehicle and will be diagnosed according to the process and procedures required by KIA in order to verify cause of failure under the engine extension.

  Customer response

  11/01/2022

  
  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

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One I took my car in almost three weeks ago noone has been in contact so I keep calling I can't get a call back when I finally get to someone they say they took my car to ****** so I call ****** and they have no idea about my car they wouldn't give me a loan car I have three small children and am out a car and Sherwood Kia is not being honest about my car so I wanna know what exactly is going on with my car

  Business response

  07/29/2022

  The car was brought over by ******** ****** where she purchaced it . ****** told ****** and later the customer that we had no mainline techs and it would be a while before we could get to it. We finally made the decision to send to ****** *** to let them do the work. It is in ****** and repair will be started. 

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a vehicle that falls under a warranty issue (engine seize). The vehicle was dropped off at the crain kia dealership mid November and the claim from kia was approved on December 20th. I have yet to receive my vehicle with the repairs done and the dealer did not provide a loaner vehicle for the defective vehicle. The did say they MAY reimburse up to 41 dollars a day for a rental. In addition, I receive very little updates on the status of my vehicle, when a status is updated, it is usually no change in status. My complaint is that I feel that almost 5 months to repair my vehicle for a factory defect is excessive and has put me and my family out a mode of transportation that is needed. Also, the dealer has not initiative to help or relieve any of the burden there company has placed on my family.

  Business response

  04/05/2022

  Business Response /* (1000, 11, 2022/03/24) */ Mr. ***** has pretty much summed it up pretty well. His vehicle had an engine failure and we here at Crain Kia worked diligently to make sure Mr ***** would not have to cover any fees for this engine replacement. We did get approval and we did order his engine on 12/20/2021. I am not sure if Mr ***** is aware of the current situations we are dealing with when it comes to supply and demand, but we have explained to him MULTIPLE times that it will be quite a while before his parts for his engine come in. We are not in charge of that as we work THROUGH KIA as a representative for the customer. We can only do what we can do. As far as us not giving him a "courtesy vehicle", we do not have any to give out. We receive very few new units and when we do they are almost always pre-sold. He does have the option to rent a vehicle and be reimbursed but he has chosen not too. That is his prerogative. We are currently installing Mr ***** engine into his car as we speak and once the engine is installed and test driven, we will call him and let him know he can come pick it up.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle from Crain Kia and 2 weeks after I got it the motor went bad they lied to me about getting me a vehicle to drive I have a special daughter that has appointments I can't get her to because they lied about getting me a car to drive. Also they were supposed to reimburse me for the money I was out on having to have it towed down there over 100 miles

  Business response

  01/06/2022

  Business Response /* (1000, 5, 2021/12/27) */ RE IN THE PROCESS OF FIXING HER SUV UNDER THE CRAIN WARRANTY. WE TRIED TO TRADE HER OUT AND COULDNT BASED OFF HER CREDIT. UNFORTUNATLEY AS FAR AS LOANERS GO WE HAVE NO LOANERS AVAILBLE BECAUSE OF THE CURRENT SITUATION WITH NEW CAR SUPPLY, WE CAN NOT USE A USED CAR BECAUSE IT IS NOT INSURED. WE HAVE SEVERAL CUSTOMERS AT THIS TIME THAT NEED LOANER CARS BUT WE JUST DONT HAVE THE AVAILBLITY OF THEM. WE WILL MOVE AS FAST AS WE CAN TO GET HER VEHICLE RUNNING. PLEASE FEEL FREE TO REACH OUT TO ME IF YOU NEED ANY INFORMATION. ***** ***** XXX-XXX-XXXX Consumer Response /* (3000, 7, 2021/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) They promised me on that Saturday that on Monday they would have me a rental and reimburse me for what was out of pocket expenses from having it towed down there and didn't do it Business Response /* (4000, 9, 2021/12/29) */ THIS IS THE FIRST IM HEARING ABOUT THIS. NOT FOR SURE WHO MRS ******** SPOKE WITH. IM SORRY BUT WE HAVE NOT HAD RENTAL CARS FOR A VERY LONG TIME JUST LIKE MOST MANUFACTURES BECAUSE OF THE LIMITED AMOUNT OF THE NEW CARS AVAILBLE. I WILL BE HAPPY TO LOOK AT THE TOW BILL IF SHE CAN TAKE IT TO MY SERVICE DEPT. THANKS Consumer Response /* (4200, 11, 2021/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was the sales manager I believe his name is **** he promised me a car and reimburse for my out of pocket expenses since I had the car down there the day before and nothing was done

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought my car from this dealership on September 11th. I had not received my paperwork to register and get my tags after 3 weeks so I called and they said I would get them the next week. Well I didn't get them and they had to send me another drive out tag. I have called once or twice every week since then and still have not received my registration paperwork and it's been almost 3 months. They continue to send me new temp tags and now I am receiving letters stating I am going to be penalized because I have not gotten my tags. I have gotten the run around over and over with no resolution to this issue. My drive out tags expire today and they have not sent me anymore and I have spoken with 2 people just this week about my paperwork and told them my tags expire today. I live 2 hours away and can't drive there to get them. Now I am being told that my paperwork got lost so they had to file for new paperwork and title. Please help me, I have been struggling with this company for almost 3 months, I have been stressed out and not even sleeping well because of this issue. I have talked to corporate, all the managers and nothing but "I am sorry your having this issue" I do not believe I should be responsible for my sales tax after all the stress and suffering I have been through with this company. I am at the point of just getting a lawyer and suing.

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/12/14) */ I was contacted by ****** **** from the Arkansas motor vehicle commission on 12/3 I told Mr **** that we had sent out a letter to register and she has since registered her car. please contact me if you need anything else. I feel we do not need to pay customer sales tax because this is a common issue with all the delays on receiving titles from the state. it is a very common problem with the covid issue. thanks Consumer Response /* (3000, 7, 2021/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) It should not have taken me contacting numerous people in order to get that letter for registration. Almost 3 months of contacting this company and all I needed was a letter. I think this is bad business and I will never use this company again.

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