Crain Hyundai of Fort Smith

by Audreanna_Collier on 04/24/2018

I purchased my 2015 Cadillac SRX from Crain Hyundai here in Fort Smith on 03/29/2018. Everything was going great until I got in it on Thursday, April 19th. Got all loaded up and looked down and noticed it said “service stabilitrak.” Thinking great I’ve only had this vehicle for 3 weeks, haven’t even made the first payment and it is already messing up. Took off, dropped my child off at school, it drove fine, then I took off heading to work. It was driving ok, came around the curve heading to Fort Smith, merged into the lane heading toward Garrison Bridge and all of a sudden the vehicle started swerving a little. Then all of a sudden it started fishtailing and I could hear a popping noise from the rear. It was swerving so bad that I couldn’t control the vehicle. It scared me so bad; all I could think to do was pull over on the side of the road. I sat there for a minute then I took off gradually and when I gave it a little gas it started to sway again, I slowed down and drove really slow to work. Thank God he was watching over me because I knew for sure the vehicle was about to run right into the bridge wall causing a huge pile up as it was a lot of traffic out that morning. Get to work, park it, called the service department at Crain Hyundai a little after 9 am and spoke to Casey. I explained to him what was going on and that I just purchased the vehicle on the 29th of March from them. He said he didn’t think that they could fix the stabilizer. He said the 2 guys there said they couldn’t work on it for sure and that the other guy, who is more knowledgeable, is on vacation and wouldn’t be back until Monday. I explained to him, again what happened and that someone from over there needed to come and pick it up as I couldn’t and wouldn’t drive it. After me saying that again he got really quiet. So I told him again that it wasn’t drivable. He said well it may have to go to the Cadillac place. I said well I do believe that it’s still under the factory warranty. He said oh yea it will have to go over there for sure. Never did he say that he would have his guys come and pick it up for me and take care of it all and never asked once if I needed a loaner vehicle until they could find out what was wrong with mine. It shouldn’t have been my responsibility to have to contact the Cadillac place seeing as I didn’t purchase it from them but indeed purchased from Crain Hyundai and I also purchased that extra Vehicle Protection plan crap! But I’m guessing since I haven’t received ALL my paperwork at this time it was obsolete. But needless to say the service department wasn’t any help at all. Thank God for the folks in the Orr Cadillac Service Department, everyone that I spoke to and death with was very helpful and extremely friendly. They sent their guys out to my job @ 11:20 am to come and pick up my vehicle, checked it out and gave me a call @ 3:28 pm letting me know they had found the problem, parts were ordered and asked if I needed a vehicle. The guys brought me a 2018 Cadillac to us and the guy that picked up my vehicle said “your vehicle was acting really crazy.” I said I know it was out of hand. I received a call on Friday @ 12:49 pm from Orr Cadillac service dept. saying that they had fixed the problem but there were more problems, they would be keeping it over the weekend and it should be ready on Monday. Got a call today that it was ready, went by after work to pick it up and the guy said that my wheels were about to fall off. I couldn’t freaking believe it. He said that the one back wheel was leaning inward. He said the toe adjuster had come and that was causing the vehicle to sway. He said that he called his friend at Crain Kia, he must have thought that I purchased it there, and said why the heck did you all sale a faulty vehicle. He said that guy said hang on, called him back and said they didn’t sale that vehicle it came from Crain Hyundai. They had to have known at Crain Hyundai that something was wrong with that vehicle and of course didn’t disclose it. Or the service department claimed they fixed the problem and didn’t. I don’t know what happened but I do know that if you are selling a vehicle and claiming that everything has been all checked out and signing off on it that you make dang sure that nothing at all is wrong with it. But I do know that on the used vehicle certification paperwork that there are a few things that the technician checked off on stating that it had all been inspected and it I’m sure they weren’t. Like them saying that they checked the front and rear mats. They didn’t do that because there weren’t any mats in the vehicle. Very irritated to say the least, I trusted Crain Hyundai as a dealership to sale me a vehicle that’s in good working condition, one that works properly, one with no major problems but instead they sale me faulty vehicle were the wheels are about to fall off, only 3 weeks after purchase putting my life, my child’s life and everyone around me life in danger. After all this I am very leery of even taking my vehicle in to the service department to have them change my oil or rotate my tires. Thank God for the folks in the Service Department at Orr Cadillac for fixing my vehicle.

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