Crain Kia of Sherwood

Updated 6/9: Took it to a reputable shop Jett’s garage. Paid 370 for another diagnostic. Needed a new compressor. Had Jett’s replace the compressor which should have been covered under warranty. After all Paid 370 for another diagnostic. Needed a new compressor. Had Jett’s replace the compressor which should have been covered under warranty. After all of this trouble I finally have air. Save yourself the trouble and find a different shop. I have 2023 Kia Forte. The air would start out cold then would get warmer as I drove. Called Kia warranty and they recommended for me to take it to Crain Kia for a diagnostic. Took it in with service advisor Samual. Called to check on it a few hours later and he told me it only needs the O rings replaced and that warranty would cover the cost. He also stated they would have to order the part and he would call me in the next day or two. 6 days passed I never heard from him. On the 7th day I called to speak with him to see when I could bring it in for repair. He never came to the phone and I was told he would return my call. A few hours later i received a text message stating I would have to bring it in again for another diagnostic because they think their technician messed up and they want a master technician to look at it to make sure the diagnosis was correct??? I was definitely confused at this point. Made an appointment for the next day to bring it in again for the second diagnostic. Was called by Samual stating the diagnosis of O rings was correct and the car was repaired and ready. Picked the car up and the exact same issue was happening. Called again to let them know the problem was not fixed so they made an appointment for a THIRD diagnostic. Upon completion of the third diagnostic I was informed that no there is a small hole in the line caused by a rock and that the repair was not covered under warranty and that I also had to pay the diagnostic fee. After all of the back and forth having to leave work and travel from Little Rock to Sherwood several times I did not feel I should be responsible for the fee. I asked to speak with the service manager when I arrived to retrieve my car and was told he was on lunch. I stated I could wait for him. After over an hour a lady came to waiting room stating he had to go to a meeting and was late back from lunch. Again I stated I could wait. He never came out. I can assume at this point he just absolutely was refusing to speak with me. I finally left. I soon discovered they drained all the Freon from my car so I have no cool air at all. I spoke with Kia again about all the troubles and the back and forth including 3 diagnostics. They send over a good will estimate asking the dealer to help cover the cost of some of the repair. Still to this day almost 3 weeks later there is no resolution. A customer care representative called from Crain Kia asking about my experience. After I explained everything that happed she stated she would be sending this straight to the General Manager and I should receive a call from him in the next few days. I never heard from anyone. More

Kia Sherwood is not a place to buy a car from especially with their service department! Also telluride’s are know for windshields randomly cracking and no one will do anything about it to help!!!! with their service department! Also telluride’s are know for windshields randomly cracking and no one will do anything about it to help!!!! More

We went there to trade in my wife’s car for another used vehicle so they sold us a vehicle that shouldn’t have been sold. The salesman called her back a couple of days later and told her she needed to bring vehicle so they sold us a vehicle that shouldn’t have been sold. The salesman called her back a couple of days later and told her she needed to bring it back because it needed an alignment so when she brought it back they finally told her that it shouldn’t have been sold because it didn’t pass the inspection. They tried to fix the problem but made it worse. First they never paid off her car and still getting a bill from the car they messed up on that should have never been sold. We went back up there to get it fixed and they had no answers about it they said it was a corporate issue More

We bought a Subaru Ascent on Dec. 27th and on January 5th the vehicle was jerking like trying to drive a standard and you don't know how. I called the service depart and was told that 27th and on January 5th the vehicle was jerking like trying to drive a standard and you don't know how. I called the service depart and was told that it does sound like a transmission issue and to bring it in. Long story short we took it in and had to fight with them because they kept telling us that it wasn't covered under warranty even though Subaru extended the warranty on the transmission because they said its a known problem (we didn't know that when buying it or we would not have bought it). I had to call Subaru of America to get that information. They finally send my Subaru to the Subaru dealership to have it looked at. Nothing was ever done with it because they kept saying they couldn't replicate the issue. Even with that Crain would not stand behind their 100,000 mile powertrain warranty and after almost 5 weeks i got my Subaru back with nothing done to it. I have the text from their service person saying that their shop foreman even drove the Subaru and said its a transmission issue. There was no communication from them i had to keep calling to check on things. I emailed the GM Jason and he sent me over to Adam the sales manager because i told them i wanted to trade out of that because i didn't feel safe in it, because I have to take care of my Mother and have a small child and didn't want to be broke down somewhere on the side of the road with them. Adam then tells me he was going to do a "Bare bones Trade" and tells me to look on the website to find something. He then calls me and tells me he was going to tack on $10,000 neg equity onto it and my payment would raise another $150.00 a month. I told him he was crazy and to expect me to do that was absurd. He said let me go talk to Jason and call you back. Still to this day I have not got a call back and still have the a Subaru that has a jerking transmission. This dealership is the worst about communication and because I am a woman Adam thinks he can push over me... Well you got the wrong woman this time. Do not buy from this place if you want any help later on down the road even if its within 1 week of buying the vehicle like me. As we were leaving with the Subaru after 5 weeks the salesman came up to us to ask us what was happening I explained it to him and told him that Jason and Adam both are worthless and he said this is not the first time he has heard this. I told him we would not be back there and he said he didn't blame us that some days he doesn't even want to work there. More

Brought my vehicle in for a recall on Oct 22, they had to order the part, but never called me to say that it was in or to set the service appointment. I have the mechanic who drove my car into the shop on da order the part, but never called me to say that it was in or to set the service appointment. I have the mechanic who drove my car into the shop on dashcam video calling it a pile of xxxx because he couldn't drive a standard transmission. Then they damaged another part on it when replacing the catalytic converter. 2 years later and their sales people still call me every few months trying to get me to trade my vehicle in and buy a new one, even though I've asked them multiple times to take me off their call list. I guess I'll have to report them to the FCC for violating a do not call request. More

The service center went above and beyond to get my vehicle taken care of. The new staff kept me informed, fixing the problems that other dealers would not put the effort to repair my vehicle. This wil vehicle taken care of. The new staff kept me informed, fixing the problems that other dealers would not put the effort to repair my vehicle. This will be my forever service center, Thanks to my advisor Tammy and Manager Charles More

Sent to GM. Awaiting response. I am writing to express my deep dissatisfaction with the service I received from Charles McCaa, the Service Manager at your Cra Awaiting response. I am writing to express my deep dissatisfaction with the service I received from Charles McCaa, the Service Manager at your Crain Kia Sherwood location. I have been dealing with the recent ICCU Recall on my Kia EV6 vehicle, and my experience has gone from being unsatisfactory to shockingly disrespectful. I understand that Crain Kia does not have a formal customer complaint form to document such issues. However, if there is a way to formally document this incident in Mr. McCaa's personnel record, I would like to know how to proceed. I trust that the Crain Team will address this matter appropriately. I look forward to hearing from you soon as or if needed. I am already grappling with the reality of having potentially purchased a $40K lemon. Being berated by an ill-informed Service Center Manager when trying to ask a simple question is beyond the pale. On 05/23/24, I brought my car in for the recall, only to be told at the end of the day that I needed a rental because the ICCU update failed, and the entire part had to be replaced. While I appreciate the provision of a rental, I am understandably eager to have my own vehicle back. I have spent weeks trying to get answers from Kia Customer Care, and my attempts have been frustratingly unproductive. Nevertheless, I was informed last Friday by Kia Customer Care that the ICCU part needed was indefinitely frozen. So on yesterday, I called Mr. McCaa to ask a simple question: "What are my next options (if any) given that Kia has no current plans to release the available ICCUs for repair/upgrade/replacement?" Unfortunately, I was never able to ask this question due to Mr. McCaa's openly belligerent and dismissive conduct during the call. Mr. McCaa's behavior was unprofessional and verbally abusive. He was irate, spoke poorly about other coworkers in my presence, and even implied that I was lying about the information I received from Kia Customer Care regarding the status of the part needed for my car. I tried to interject and share with him that I am only relaying what they said to me and Billy from your Parts Department. I am shocked as he has seen me multiple times standing in the Service Center when I had to return to the dealership to either get something out of my vehicle or swap out the rental. He never speaks to me. That's cool. I'm sure he's busy. However, his brazen conduct over the phone is completely unacceptable and over the line. We all know that as a customer if I show up and conduct myself as he did on the phone with me that Kia would call the local authorities. We all live, eat, and breathe in an overwhelming world right now. That doesn't give any of us an excuse to be verbally abusive to someone just because they have information you knowingly do not have. Again, I truly hope this matter makes it into his personnel record; and I would be very interested in filling out any additional documentation needed to ensure it takes place. The only silver lining has been that the part was just made available to ship yesterday. I hope employees like this are addressed in full. No one deserves to be treated like this especially when relaying information from one part of Kia to the other. More

Would give them "0" stars if I could. ..I had my daughter’s car towed to Crain Kia for repairs as it was the closes location to her School. Talked to them on a late Thursday afternoon to ..I had my daughter’s car towed to Crain Kia for repairs as it was the closes location to her School. Talked to them on a late Thursday afternoon to insure they had received the car and they told me they could probably look at it Friday and if they had the parts could get it repaired, or at least order the parts. Talked to them late Friday afternoon and the service line went to I think a sales person…who had to go back and try to find an update on it and had very poor information. I called Monday around lunch or after and they same thing happened, the person said they needed to go and try to find an update on it and said they would email my information to one of the service people to contact me back…not contact. Called Tuesday morning and had to forcefully request to talk to someone in service and she told me I wasn’t going to like what she had to say…they hadn’t looked at it and probably could not look at it for at least 2 weeks to even diagnose it. WHY COULD TNEY NOT TELL ME THAT FRIDAY MORNING! I hang up the phone and call Landers Kia (where we usually get the car serviced…I shoulda just paid more to get it towed here but didn’t) and their service guy says they can have it diagnosed in 24 hours and go from there. Had it towed late Tuesday/afternoon early evening and they have called me Wednesday morning to find out what is going on and sending it back to the shop to have it diagnosed. How can one shop say they cannot look at it for two weeks possibly and the other says they can do it in 24 hours? The customer relations specialist did send a text to follow up and I called her. She said they had a bunch of mechanics quit apparently and are trying to replace them. Moral of the story: DO NOT SEND YOUR CAR FOR SERVICE TO CRAIN KIA! More