Crain Kia of Sherwood

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

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

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

I purchased a vehicle back in February 2023 and a month later I received a letter from Motor Vehicles- Suspense Title that the previous owner had 8 active Liens. I took the form to Crain Kia and the financ later I received a letter from Motor Vehicles- Suspense Title that the previous owner had 8 active Liens. I took the form to Crain Kia and the finance department stated it will be taken care of and then a year later I received the same letter and that I couldn’t renew my tag’s because of the Liens. I asked Christina G why no one checked the VIN and title (couldn’t tell me why). Jacob B was my car sales man and didn’t say anything. My tags expires March 2024. On March 29th I talked to someone in Motor Vehicle and she stated that it was 1 Lien on the vehicle and when I go to the revenue office have the worker call Suspense Title to have a lift on it and I could renew my tags. I was able to get my tags renewed but keep in mind (No one called me or anything like Christina G said she would). This is my 1st and Last time doing any business with Crain Kia. Poor Service More

Crain Kia has the worst service dept. I have ever dealt with. Stay away. Spend lots of money & still not fixed. Doesn’t help to talk to the service manager or general manager. My car was I have ever dealt with. Stay away. Spend lots of money & still not fixed. Doesn’t help to talk to the service manager or general manager. My car was in there a total of 10 weeks since Nov.8 2023 most of which sit on the lot with nothing done. Still had an oil leak when I got it home. They don’t call to update you. Communication was a huge problem also. I would never use this service department again. THE ABSOLUTE WORST!!! More

Worst experience. So nice at first and after we decided we did not like car or deal. He became smartelic, acted like he was doing us a favor. He said I can’t part the So nice at first and after we decided we did not like car or deal. He became smartelic, acted like he was doing us a favor. He said I can’t part the Red Sea and said honey baby I can’t work miracles. We asked for our keys back and he didn’t even look at us just handed keys and walked away. Very rude and unprofessional. I’ve should have known not to go there they have horrible reputation. We left went to another dealership and it was totally different and we bought car from them. Stay away from Crain unless you want to be ripped off and have a bad salesman. Watch also they will come back and they use your lowest credit score . More

There is no crain kia satisfaction guarantee. Brandon sold us a sportage. My wife asked about a spare tire. He said it had one. Got home and it didn't. Called and they said they were sorry and t Brandon sold us a sportage. My wife asked about a spare tire. He said it had one. Got home and it didn't. Called and they said they were sorry and they would get us a donut. Called to come back up amd Dylan in service said hed get us one when we got here. (We are almost 80 miles away) Got here and got the, "were so sorry response" cause they would not provide one. A small tire that cost them less than $50 will keep us from spending over $20,000 the next time. Should have bought a Toyota. You should. I wanted to write them a good review but they certainly fall flat providing satisfaction. More

Stay away from here! Save your money. Liars. Especially Dylan. Unbelievable lies. Go somewhere else! Save your money. Liars. Especially Dylan. Unbelievable lies. Go somewhere else! More

I've read several reviews and they were all about the service department. I can't say anything about them but I worked with Jerry on and off and he was able to help my wife and I out. Extremely atten service department. I can't say anything about them but I worked with Jerry on and off and he was able to help my wife and I out. Extremely attentive to what we needed and got us exactly what we had asked for. If you're able, ask for Jerry and he will surely take care of you. Thank you Jerry! More

Service Department is the absolute worst. Called to make an appointment and all the techs had quit. Told me to go to Conway! Called to make an appointment and all the techs had quit. Told me to go to Conway! More