Complaints

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:03/27/2024

  Type:Customer Service 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/27/2024

  Type:Customer Service 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.

  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

  Date: 04/19/2024

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

  Customer Answer

  Date: 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

  Date: 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

  Date:12/11/2023

  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 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

  Date: 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

  Date:04/17/2023

  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 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

  Date: 05/22/2023

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

• Initial Complaint

  Date:01/12/2023

  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.

  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

  Date: 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

  Date:10/24/2022

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  
  
  ****** ********