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Crain Hyundai of Little Rock complaints

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11701 Colonel Glenn Road
Little Rock, AR 72210 | Get Directions

(501) 438-0582

http://www.crainhyundailittler...

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

50%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

However, the company failed to respond to one complaint.

Complaint Closing Statistics

2 complaints against Crain Hyundai of Little Rock closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

2 complaints against Crain Hyundai of Little Rock

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9/8/2022

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

8/15/2022

My car has been at Crain for eight months to be repaired. They are just starting repairs. They have called my warranty company. They are trying to get extra money from me. An additional 1,400. When it only coasts 5,718. That includes labor coast. They have repeatedly tried try to buy my car. I honestly believe I'm being scammed. Resolution Sought I want my car fixed. I have been out at least 4,000 since January, with no money from me. Which with my warranty I shouldn't be out money.

9/19/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

8/11/2022

My car been in the shop since June 6,2022. Went through hell and high water to get a loaner. On August 8, 2022 the dealership came to my job and pick the loaner up without my knowledge left me stranded and when I called the general manager and asked why she stated something about warranty on the vehicle and I asked how am I supposed to get to and from work. He stated he doesn't care and that was not his problem and I had to figure it out the best way I can! Resolution Sought Try to get me a loaner. I don't have money to pay for a rental $700.00 a week and try to keep my car not paid too. And only for the dealership to reimburse me only $60.00 a day is not right I had a loaner and they picked it up for something that could have easily been worked out. The General Manger is very rude.

Company Response

9/7/2022

Company states; In regards to miss Roberts vehicle. The vehicle was brought in for a no start condition and that the vehicle had been using oil. With the vehicle experiencing those issues that required the vehicle to go to one of our senior technicians, the issue there is that we only have 2 one of which is performing heavy line work while the other continues to perform the diagnostics, with that being stated the vehicle with others that have the same concerns do take time to get diagnosed, we have been placing an emphasis to get that corrected. Once her vehicle had been diagnosed we did find that the vehicle did suffer from a failed battery causing the no start issue, and that the vehicle would need to have an oil consumption test performed to find the source of the failure in the engine, the vehicle was exhibiting no signs of internal failure and passed the bearing clearance test, a procedure outlined by Hyundai. The consumption test is a 2 part procedure, the vehicle has an oil change performed and is returned to the customer and it has been driven a minimum of 1000 miles the customer returns the vehicle for a measurement. Once measured the vehicle then will be released back to the customer, will have a combustion cleaning recommended as a next step, or if the vehicle consumes a large amount of oil the vehicle will have an engine replacement performed as long as Hyundai America approved the replacement. All of these options and/or steps are performed through the Prior Authorization process, We had performed the first part of the test but the customer refused to pick up the vehicle. Then as the time continued the Agreement for the loaner vehicle expired and a new one needed to be signed, but the customer refused to sign the documentation or return the vehicle. So steps were taken to return our vehicle. Per The Service Manager

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