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January 2023 by Raymond W.
Took my F-150 there because it was misfiring and extended crank on start. They replaced spark plugs based on their diagnosis of the issues. However, this did not fix the issue and I took it back. They reported that cylinders #1 and #6 were misfiring and injectors needed replacing. They replaced the injectors but that did not fix the problem. Took it back and they replaced the in-tank fuel pump. Still did not fix the problem. Had a coworker that is an experienced mechanic take a look and he found that the spark plugs in cylinders #1 and #6 were cracked causing the misfires. They acknowledged that they had been getting bad batches of spark plugs, but they would not reimburse me for the unnecessary repairs they performed. They said that the injectors were leaking fuel and needed to be replaced anyway even though their initial diagnosis did not report this issue. About a week later, truck would not start and would leak fuel from the engine when cranking. Had it towed to another shop since I had lost faith in Crain. The other shop reported that the fuel leak was because one of the injectors Crain installed was missing parts that caused the O-ring to blow out and another was also damaged. Not only that, but a connector to the injector was taped back on because it had been broken and wouldn't lock into place. Given my experience with their inferior parts and service, I highly recommend taking your vehicle elsewhere.
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October 2022 by Drew J.
Came in for service and this place is a ghost town with a skeleton crew. One person at the service desk running around in chaos, phone not being answered. A disaster of a business. Too many Ford dealerships around to have to put up with Crain.
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August 2022 by Greg L.
They only want to sell you something. They do not follow up after the sell. We accidentally overplayed by $1000 because we payed with a cashier's check. We bought a $69,000 f150 platinum. They told us we would have the money the next day and its been 3 weeks. They won't even let me talk the the general manager. I will never buy from Crain Ford again. I've been in Sales for 30 years. You always take care of your client
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June 2022 by David Parks
Fast friendly service .very Curtius.
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June 2022 by Michael P. Daniel
Tamaria and Tuesday took really good care of us, answered all our questions, and made sure everything was right before we left. Excellent customer service and quick turnaround. We found the car we wanted online, they answered quickly, and we had everything in order before we got to the dealership. Highly recommend if you're looking for a Ford!
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May 2022 by Pattie Anne O'Connell
Bought my first Ford yesterday. Jon Pardue was very patient with me, answered all my questions and was wonderful to work with. Then when that wasn’t wonderful enough here comes Tyler Theisse. Wow what a great guy. Again he answered all our questions and made the process seamless. Thank you Jon and Tyler. You guys are the BEST??❤️
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April 2022 by John C.
The old Bait and Switch racket. No details needed besides that. You have been warned. They will slap on huge charges over MSRP that were never agreed to. Buying a car? Get everything ON PAPER in advance, with signatures. The GM is a scumbag. Find another dealership. I recommend Long McArthur Ford in Salinas, Kansas. They'll ship to you free and they WON'T cheat you. My 2c
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April 2022 by Rog B.
If you custom order a Ford vehicle and want to pay MSRP, please do NOT use this dealer. You've been warned! This is my experience with this dealer. I just want to get the truth out about my experience. After reading tons of websites and forums I decided to order a Maverick. In August 2021 I went on Ford's Maverick configuration website and ordered a Maverick Lariat Lux Hybrid. The MSRP was 31k. I'm new to my area and randomly selected a dealership close by. I went to the dealership and asked 2 questions based on my research and reports on Bronco markups. 1. Are you guys going to charge a deposit on my order? The sales manager said, "No". 2. Are you guys going to sell me the Maverick at MSRP? The same sales manager said, "Yes, we will add a dock fee less than 200 bucks". They copied my DL and I signed paperwork. I was not given a copy. Months later I realized this could be a mistake. Months went by while I patiently read about deliveries and dealer experiences on the Maverick Chat forums. I also read about Ford's disappointment with dealerships marking up custom orders like mine. I also learned many dealerships are indeed selling Mavericks and Broncos at MSRP. I even learned about Smart Vincent, a dealer tool to see what promos were available during the order process. Months go by.. My sales person texted me that my Maverick had arrived at the dealership. I told them I was closing on a house in around 5 business days and I was buying it for sure! I got a text back, "no problem we'll keep it in the showroom til then". The next day I get a text that the GM was adding 5000 dollars to my vehicle. I mentioned that I was told the vehicle would be sold to me at MSRP. They said that's a decision coming from the GM. Based on what I had seen on YouTube videos and the Maverick Chat site I called the Ford complaint line several times. Responses ranged from, "The dealers can do what they want. " to "Ford is penalizing dealerships if they charge over MSRP on custom orders by reducing allocations." One person on the complaint line even said,"Because of franchise law Ford is limited on what they can do." They mentioned, "try talking to the GM at the dealer". So that's what I did. After arriving at the dealership. (haven't closed on my house yet) I politely asked to speak with the GM. My salesperson escorted me to the GMs office and told the GM, "I was just letting the customer know we are adding a market adjustment of 5000 dollars to his Maverick. The GM said and I quote," No, the markup 7500"! After waiting 8 months only to get s***** punched by the dealership. Trying to keep my cool I stepped into the GMs office. I told my story as above, and about the 2 questions I asked. The GM responded, "We instruct all of our sales people that we don't sell any custom orders at MSRP. If you don't buy it we will sell it for 10 thousand over MSRP." My response, "Is it possible that my order went in before your instructions to you sales team?" This was 8 months ago. I also mentioned the recent communication from Ford to dealerships about charging over MSRP on custom orders. Long story short. He wouldn't budge from 7500 over MSRP until I showed him my text from the sales manager the day before that showed the 5000 markup. Why am I negotiating a 5k markup? After closing on my house I ended the truck with the 5000 dollar markup. Gues what happens next they try to sell it to me at 4.9 percent interest. I had to insist they look it up on Smart Vincent and only then they gave me the 1.9 interest that was on Ford's website when I configured my truck. Can't wait for the Ford survey. I've got 5 thousand reasons to expose this dealership and warn others. Please repost my story. Love the truck, hate my deal.
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January 2022 by Eric Borders
So I need an appointment to get an oil change but now one answers the phone and you can't schedule an appointment through the website and when you go in person the lady at the desk is chit chating with a co-work for about 10 minutesService: Oil change
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January 2022 by Patricia Nystuen
bought my car at Crain 9 years they have taken care of every since. great service friendly staff
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November 2021 by Casey K.
Buyers Beware. The deposit isn't refundable regardless of what they say. My car broke down and I had a terrible experience getting my car towed. It is safe to say that after a tumultuous event like that, my decision making was not on point. I woke up in the morning and impulsively agreed to buy one of their used Tesla's. I made a security deposit of $5000 over the phone without signing anything confirming the purchase. A short four hours later when I had time to digest my decision and received an update on my car repairs, it was financially more responsible for me to not go thru the purchase. I called the dealership back and sincerely apologized to the GM. He informed me that he would be able to return my deposit but not until they sold the vehicle which I completely understand. I called immediately back on Monday morning to not waste any of their time. He said that "I cost them a buyer and they would only reimburse $4000 out of the $5000 deposit". I pleaded with him to hold my money until they sold the vehicle. He refused, but reluctantly agreed to give back $4500 for which I was grateful. I can accept that it was my mistake in the beginning. The vehicle sold the very next day. I called back to politely ask for the remaining $500 of my deposit because ultimately they had sold the vehicle and I did not cost the dealership ANY lost money from my decision. At this point, the conversation changed to very defensive and accusatory. I told him that I was just politely asking that since they sold the car could they reimburse me which was the ORIGINAL PROMISE. Check the recordings. It's all there. He flipped out, raised his voice and said absolutely not, this is your fault, goodbye and hung up on me. I was ready to accept my mistake and pay for it accordingly until after that last conversation. No way to treat a customer or active duty service member. I will not be the last person to back out of a purchase and the way the dealership handled the aftermath was entirely their decision. They could have returned none of my money or all of it. Completely up to them and their approach to customer service.
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May 2021 by Lyndon McWhorter
Went in for an oil change. Ford Pass states no appointment necessary. Website states no appointment necessary. They told me they couldn’t do it because I didn’t have an appointment. I never had to have an appointment for an oil change at Crain Ford in Little Rock. If an appointment is required fix the website and the Ford pass app. Had 2 other issues with them also. I had a good experience with the sales department but the service and parts are the pits.
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October 2020 by Damion Robinson
The experience was good drop my truck off and they diagnosed the problem and fixed it.
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August 2020 by Phil P.
On Aug. 3, 2020, I flew to Little Rock then took a car to Jacksonville to purchase a 2010 Ford Transit van from Crain Ford. Prior to my trip, I had several phone conversations with Michael Cooper, a Crain Ford salesperson, and several emails from him. My plan was to get to the dealership in the morning and leave before noon to be back in the Kansas City area in the evening to help my elderly mother who I take care of. I had detailed conversations with Mr. Cooper about the vehicle and at no point did he say that it had been wrecked or there were mechanical issues. We did the transaction and everything seemed great until the drive home. At exactly 122,000 miles, the "Check Engine" light came on and the engine began running rough. I pulled over, shut the engine off and sent Mr. Cooper a text explaining what just happened and that I wasn't happy about it. After restarting, the van seemed to run fine. There was no reply from Mr. Cooper. On Aug 14, 2020, another warning light came on at 122,481 miles; this time it read "Engine fault Service Now". I shut the engine off, restarted and the warning didn't come on. The most concerning issue is that I believe the van was wrecked prior to my ownership. The passenger side door rubs on the back of the front fender and when it's opened, there's a loud CLICK where it's rubbing the paint off. The sliding door is hard to open and shut and the paint is rubbed off of the back of the door and the body just behind the door. The weather seal tape on the roof is poorly installed and is definitely not factory installed. There is also other sealant on the roof poorly installed and not from the factory. There is paint overspray on two of the passenger side windows. Under the rear sill plate by the back doors, it's clearly been repainted and it's already beginning to rust. Crain Ford was notified of all these issues and they have not replied to my texts, calls or emails since the sale, not once. Their attitude seems to be "We got your money now shut up and go away". I'm not a car or vehicle expert. The staff at Crain Ford are. They had the van for over a month before I bought it. The evidence that the van had been wrecked is obvious now that I know what to look for so it's impossible for me to believe that no one at Crain Ford didn't know it was wrecked and repaired. One thing I do know is that at no point did they tell me it had been in an accident or was previously damaged. In fact, Crain Ford might have wrecked it given the response from the general manager. In my conversation with him the morning of Aug 21, 2020, he was very defensive. He blamed me for buying the van and then he hung up on me. Something doesn't add up. My concern is that I don't know anything about the shop that made the repairs. I don't know the quality of paint used or the care they took to replace the damaged body (and possibly other) parts. The prep they used to paint, how much body filler was used, etc etc Factory paint was done in a controlled environment and baked on. The repair and repaint is a complete unknown. I also feel deceived and duped. I had hoped my conversation with the general manager would result in a suitable solution to this issue. Unfortunately, I got nowhere. I could sue but I'd rather try to avoid that at this time. I've written the Arkansas Attorney General, plan to file a Better Business Bureau complaint as well as write as many social media reviews so that other people can be informed about my terrible experience with Crain Ford.
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July 2020 by Keisha H.
My daughter Jessica Brown bought her first car on her own and it was exciting. The used vehicle had a chipped windshield which was promised to be replaced/fixed. It was put in writing but it has been a month and it has not been done. She has called, texted, left messages, and spoke to management and they are all liars. They say their going to call you back and they don't.They have given excuses time and time again. The salesman Rob Rodmon did a good job with the sale of the car but I guess his customer service stops after the commission check. I have 8 young adult children with good credit. And most of them are ready to up grade from their high school graduation gift car. I will certainly deter them from purchasing from here. And they and their friends all have socal media platforms.
