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:12/04/2024

  Type:Product 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 Buick Envision Avenir on 12/2/2024 with a listed and advertised mileage of 42,490. The 42,490 mileage is also listed on the legal purchasing contract I signed. I was also told the vehicle had been fully serviced and was ready for purchase. I drove home late that night, drove to work the next morning and after driving home I noticed the mileage was over 50,000. I checked the oil and noticed it was extremely low. I took the car to be serviced and a licensed business and was informed the vehicle in fact was low on ALL FLUIDS AND/or absent of certain fluids. I paid for that service and received a service document stating as such. I spoke with the dealership and was informed they had made a mistake on the actual mileage listed in advertisement and on legal documents. I have not received or any monitary reimbursement regarding the difference between the advertised and legally documented mileage and the actual mileage which is over 50,000 miles. I was blatantly lied to and misinformed by Crain Kia of Conway arkansas on the purchase of the 2023 Buick Envision Avenir. I will also add the low tire pressure warnings were on when I left with the vehicle and had to stop at a service station to adjust the tire pressures myself.

  Business Response

  Date: 12/19/2024

  ******* the GM said he talked with ***** and she said she called the BBB to let you know the Complaint had been resolved.   

  Thank you,

   

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

  Title Clerk/BDC MGR

  Crain Kia of Conway

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

  Conway AR 72032

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

   

• Initial Complaint

  Date:09/05/2024

  Type:Product 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.

  My name is ******** ********. I purchased a 2021 Ford Bronco from you guys on July 31, 2024. I was only able to drive the vehicle for 3 days before it had to be returned due to engine issues. The car is under warranty, but I do not feel comfortable with my purchase due to the problems that have occurred so quickly. I have yet to receive an update on the vehicle to this date. I am wanting another vehicle at this point.

  Business Response

  Date: 09/20/2024

  *** ******** ******** brought the 2021 Ford Bronco back to our Dealership and we purchased it back from her.  

  Thanks,

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

  Customer Relations Manager

  Crain KIA of Conway

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

   

  Business Response

  Date: 09/24/2024

  Please see the attached files.

   

  Thanks,

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

  Customer Relations Manager

  Crain KIA of Conway

  501.470.7028

  [email protected]

  Customer Answer

  Date: 09/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: I only stated they could keep the money because the salesman told me on several occasions via text message that I would not be able to get out of the deal and I would be stuck with the bronco, which was a lemon. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:01/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 11/6/2023, I traded a 2020 Kia Sportage at Crain Kia of Conway. This was a leased vehicle. Crain Kia asked me for the payoff amount, and I provided them with $15662 which is the amount that showed due on my online account. They did not contact Kia Finance or Hyundai Leasing and Title Company to verify the payoff amount. Kia Finance has been contacting me since December 2023, stating that I need to surrender the vehicle (which is no longer in my possession). Kia Finance stated that they did receive a payment of $15662 from Crain Kia on 11/16/2023, but that there is an outstanding balance of $645.22. Kia Finance stated that they have tried to reach Crain Kia, but that the business has been unresponsive to them. I spoke with a representative at Crain Kia Finance and was told that I am now responsible for paying the $645.22. This is not fair because I traded the car and Crain Kia did not verify the payoff amount. They are now being unresponsive in helping me to resolve the concern.

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of 2/8/23 Kia performed all recalls including motor. I stated to Kia that I had just bought the car and intended on it being my last so I asked for them to do an all around check and if anything needed repairs to do so including tires, all repairs. So when all repairs were said by Kia to be complete. I picked the car up and approx 9 miles Down the road engine light came on. Returned the car for the 2 time same issues that I paid for and still haven’t fixed the things that was working when dropped off to them . And all other mechanical issues the same. In total I’ve paid 25,504. For parts and repairs so fair and nothing has changed except they now are saying turbo went out . They have had this car6 months off and in there shop 5 times. Same mechanic and same issues. And even let me drive off in my car one time with fuel line disconnected and when confirmed just swept it under the rug. The next time I got it back the air compressor just fell off. Mechanic broke a bolt off in it and fell to mention he saw it new it and just installed it with not all bolts because he didn’t want to back out the bolt that was broken off. Took car in again Picked car up and all same issues that I already paid to fix were still not fixed. I called Kia last week let them know I will be picking my car up when I arrived in town after them having it a month. They stated now that turbo went out and that was why my check engine light was on when asked how did y’all not know this before now was told it just went out but the lights been on since the first time I took it. My turbo was working fine and I can’t afford to give them anymore money and I have had to miss dr appoint, pay for every time towed in and I still have nothing more than I started out with except 25,504 in debt for repairs that didn’t seem to be done at all. Im stuck no ride my daughter passed away, I am trying to get some visitation and I have no car to pick them up. It’s been. 5 mon. $25,504

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Sold my vehicle to dealership..I had a payoff on the vehicle. Dealership as of today still hasn’t mailed payoff to Lender who is calling me on a daily basis. The deal was done on 6/24/23 and as of 7/10/23 dealership has already sold the vehicle

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 January 14 2023 , We took our car to Crain kia of Conway for an oil change. My car started sounding like the engine was going to explode. I checked the oil and the dipstick was completely cleaned, not even a drop of oil to be found. I messaged ****** (the service department manager) and told him the issues and he said that he didn’t believe a word coming from my mouth. He said he’d send a tow truck only to tell us that the expense was on us. I dug around and found out that someone else had this same experience with them. This is a nightmare and for all the blame to be put on us is not acceptable especially when we have serviced our car regularly with them since the day we bought it in 2020. I also tried to reach out to them via the live chat and email and got no response. I finally got a text from ****** saying they were looking at the car and said they added oil to it because it was low on oil. (Mind you we have video and pictures showing it was bone dry and no oil was in the car.) He also said that after they added the oil they let it run for an hour and that they were going to drive it around and see if that fixed the engine problem. We contacted Crain Kia again and asked about the car and ****** said there were definitely misfires and he has put in an order with corporate and was awaiting approval to move forward with work. On 3-6-2023 we call ****** again to inquire about a lender car or a rental and after not hearing back we called corporate. ****** then tried to tell me that he was going to void the warranty due to the fact we didn’t get our breaks through them and when I confronted him and told him it looks like they are scamming us and I was going to contact an attorney ****** said that it wasn’t on him and he wasn’t about to be drug into this. Then he tried to back track and tell me that he was trying to get new spark plugs and a new motor and needed corporate to sign off on it. So here we are no car no answers and out of pocket money for their mess up.

  Business Response

  Date: 03/13/2023

  March 10, 2023 
  
  Better Business Bureau  
  
  RE:  ***** ********** – Repair Issues 
  
  Mr. ********** brought his 2016 Land Rover in for his scheduled Oil Change visit on 1-14-23.  We performed the oil change including the Multi Point Inspection (MPI).  Mr. ********** purchased a Prepaid Maintenance Contract when he purchased his vehicle from Crain KIA of Conway.   
  The customer contacted our Service Department on 2-28-23 requesting to speak with me regarding some issues he was having with his vehicle.  I spoke with Mr. ********** on 3-1-23, he stated his vehicle was jerking and the check engine light was on.  I advised him we would set up an appointment to have his vehicle inspected.  After arriving at home on 3-1-23, the customer text messaged me.  I called him that evening and he told me the car didn’t have any oil on the dip stick.  He felt there wasn’t any oil added to his vehicle on his last visit (1-14-23).  He proceeded to send pictures and requested this to be covered under the “Crain Commitment” and also requested a loaner vehicle.  I advised him that it would be highly unlikely for the vehicle to make it out of Conway before it started having issues if there wasn’t any oil in the vehicle.  The vehicle had been driven 3,272.0 miles before Mr. ********** contacted our Service Department (2-28-23).  
  The customer didn’t feel the vehicle needed to be driven with these issues, I agreed.  I told him I would send a tow truck to pick up the vehicle and have it towed to our Dealership.  I advised him it would be at his expense until we could verify all issues of the vehicle and if they would be covered under the “Crain Commitment”.  Mr. ********** refused to pay the tow bill, so we decided to pay the tow bill to help Mr. **********.   
  After inspecting the vehicle, we found it didn’t have any oil touching the dip stick.  We added oil and ran the vehicle for an hour, it then cleared all DTC’s (Diagnostic Trouble Codes). We test drove the vehicle and the mechanic confirmed it was misfiring, so I sent a quote to our Corporate Office.  
  The 100 Year/100,000 Mile Powertrain Limited Warranty “Crain Commitment”, Section H “Required Inspections” states, “In order to maintain the Powertrain Limited Warranty in effect, the Purchaser(s) must (a) have a powertrain inspection performed by a ASE certified technician, in accordance with the inspection items listed in Powertrain Limited Warranty Inspection Form, every 5,000 miles of use or every six months, whichever occurs first and (b) follow all scheduled maintenance recommendations of Manufacturer for the covered vehicle.   
  After reviewing the service history on the Land Rover, Mr. ********** has not serviced his vehicle based on the Guidelines of the “Crain Commitment”. 
  
  
  
  We are working on all the avenues we can to help Mr. ********** get this issue resolved. For example, reviewing the bulletins that the Manufacture (Land Rover) has published for similar issues. 
  Attachments: 
  * 100 Year / 100,000 Mile Powertrain Limited Warranty 
  *CARFAX Vehicle Maintenance Inspection Records 
  ****** ****** 
  Service Manager 
  Crain KIA of Conway 
  *** * ***** **  ******* **  *****  ************ 

  Customer Answer

  Date: 03/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  We never had any issues with the car until it was under their care. He is now trying to place the blame on everyone else including Land Rover which we personally called and they told us there were no recalls that affected our car and also said those bulletins were just guidelines. Our cars issues were caused due to their negligence. He can say we haven’t serviced our car on time or when it’s needed to be all he wants but it has always been done twice a year. The fact that our attorney has told us they are notorious for pulling this stunt speaks for itself. If they don’t want to fix the issues they caused we are prepared to move forward with legal actions and we have an attorney who has seen this from them plenty of times. There is also a complaint on the BBB website stating they did the same exact thing to their car. And he told us there would be a lender turned in and even the GM said they had loaner vehicles but we haven’t been given one. We spent $1200 on a rental and we want our money back.
  Sincerely,
  
  ***** **********