Crain Buick GMC of Springdale — Local services in Springdale

I bought a used 2019 Toyota CH-R from Crain Buick GMC in Springdale. I found this online through Car Gurus. I had done my research and was basically already sold. It was actually listed on a different car lot’s website. So after driving to the Fayetteville location and not finding it, I realized the Springdale dealership logo in the background and drove there. Kyle, salesman, immediately made contact with me while still driving into the lot. Kyle was personable and kind. No complaints there. When he went in to get the keys for a test drive, I met Zach. “The new kid” as I was told. I wasn’t informed there was going to be a switch in salesman which was odd, but both guys were great. Zach rode in the car with me for the test drive and was quick to admit when he didn’t know the answer to a question I asked about the car, but was also quick to look it up and get an answer. He never pressured me. He was never rude or disrespectful or unkind. He was friendly and I would buy from him again. He’s new but nice, and that goes a long way in the days of greasy slimy care salesman types. He even stayed past closing time to make sure I was all settled. 5/5 stars for Zach and Kyle. -100/10 stars for Oscar, the finance/warranty guy (hence the average of 2 stars on this review). I have never met someone in customer service so rude, disrespectful, argumentative, and unkind. He is the reason people hate car dealerships. He is the reason people dread buying cars. He is the reason places like Carvana exists, where you don’t have to deal with people. I never complain, I rarely write reviews unless I feel very wronged or if I think I can help someone else by sharing my experience. I work with sick people for a living, and am still shocked by how Oscar treated a paying customer. That speaks volumes. He was fake friendly to start, very clearly being nice just to get me to buy an extended warranty (on a used car with 98k miles, lowest was 70$/mo extra for a warranty that only last ab 20k miles, and I drive 1k mile a week for work. You do the math, doesn’t add up). I let him give his very long spill about the different options ranging from 70$/mo extra to 150$/mo extra all for still 20-25k miles and limited coverage. When he was finished, I kindly replied no thank you. At that moment, he changed into a completely different person. My mother came along to help me get both vehicles home, and she was sitting in the office with me at this point. She described it as him “flipping a switch.” For ten minutes, he rudely said “but why” every time I explained why I didn’t want the warranty or said no thank you. My mother finally chimed in and said, ‘yall stop this back and forth now you’re not getting anywhere.’ He was so rude and adamant. He had the audacity to tell my 60+ year old mother that he would not stop because I haven’t given him a good reason yet as to why I won’t get the warranty. When I say he was rude, that’s an understatement. My mother had to get up and leave after telling him he was being a bully, as to fight the urge to cause him physical harm. He wadded up and threw papers. He started using the keys and buttons aggressively. His body language and posture changed. His facial expression changed. His entire demeanor changed. He had the continued audacity to tell me we were wasting his time and he had already been at work over 10 hours (boo hoo, I work 24 hour shifts). He continued to verbalize complaints about us, our intelligence for not getting the warranty, and wasting his time. He actually literally slammed the door behind us. I was embarrassed for him as my 3 year old nephew throws similar tantrums when he doesn’t get his way (ie commission). So all in all, I would not recommend this dealership to anyone, nor will I ever go back. The car also had a check engine light on and broken mirror, but Zach agreed to get that fixed prior to me taking it home. It was also quite dirty inside, and they agreed to get it detailed. Ladies, notice many of the negative reviews are from women who were treated with intimidation...

I would leave zero stars if I could. We reached out to Daniel on Feb. 7th about a Yukon that was on the website. We asked to see more pictures of it. He said the car was down in Conway. We offered to just contact the Conway location, but Daniel insisted that he could take care of us. He said if I wanted to put a $1,000 hold on it, they could get it up to Springdale and we could come look at it. I didn’t want to put any money down without seeing more pictures first, but he assured me if we got there and it wasn't what we wanted, we would get ALL of that money back. So, believing he was a man of his word, I put a $1,000 hold on it so we could come down and look at it.

We live in Missouri. My husband was on a business trip and was flying into Fayetteville on Feb. 8th and went and test drove it. My husband came home and told me about some features that were on it, and I really didn’t care about them, so we didn’t want to pay the money for features that I didn’t want. We notified Daniel on Feb. 12th that it wasn't what we wanted and asked for our money back. Here we are 3 weeks later and still haven't gotten our money back. Daniel told me on Feb. 24th 2025 the check was in the mail. Here it is, March 7th, 2025 and we still haven't received the check and can't get a call back from the general manager, Jimmy. We called Daniel again on March 6th and asked about our money. At this point I don't think they ever even put the check in the mail.

Not only that, but Daniel said and I quote "I know what I told you, but my general manager said we can't give you all of your money back, we can only give you $700 --you have to pay a $300 transportation fee---I can't do anything about it, you'll have to speak to the general manager." Don't tell someone they will get all of their money back if that's not what you are going to do. If you would have been up front and told me I would be charged a $300 transportation fee no matter what, I wouldn't have done it. I was never told I would have to pay a $300 transportation fee. That was not what was said. I was told we would get ALL of the $1000 back if it wasn't what we wanted. I would have just driven to Conway myself.

Terrible way to do business and we will never shop at Crain. We can't get the general manager to call us back. Called and left a message with him and still no call back. So now we're out $1000 because your sales guy, Daniel is not a man of his word and your general manager Jimmy I guess doesn't like to deal with situations because he won't even return a phone call. Which to me shows that he knows what they are doing is wrong and he won't address or fix it. It's not my fault your sales guy didn't communicate the $300 transportation fee to me. That's on him and you as a company. Not on me.

I sent an email to Derrick, the Dealer Operator on March 7th, and have not received a response from him either. I guess the lack of taking care of customers trickles down from the top.

On March 11, we did receive $700 of the $1,000 back. Still have not been contacted by the general manager or the dealer operator. I would like to get the rest of it, since charging me $300 wasn’t disclosed to me until AFTER I sent the money in.

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If I could possibly do no stars I would, but I can’t. They made a “deal” with my husband to sell him a truck on 5/24. He told the salesman “no” multiple times. Then finally agreed to what my husband was wanting and so my husband said “yes”. At signing the payment ended up being $5 more than he was told. Then after that they failed to deliver 2 of the things promised to my husband and claimed that the sales man never talked to him about that. Finally after having to call corporate multiple times they agreed to pay $500 of what cost us $1600 to do since they did not do what they promised. The sales man sent a text to my husband basically stating that we were affecting his paycheck. All while this is going on our truck payment on the truck we traded in still drafted 6/1. Then unbeknownst to us they had put the payment on the new truck at 30 days out instead of the usual 45, so then we had to make another truck payment by 6/23. The same day that we got the notice that the payment on the new truck was due we received notice that the payment on our old truck was still set to draft 7/1. We called the lien holder and our loan was still not paid off this was on 6/19. I called Crain the next day and asked to speak to the finance department. The finance manager picked up and said “I know exactly what you are calling about but I will need to call you back”. Up to this point they had only ever spoke to my husband, so he had no idea what I was calling about. When he called me back he said, “I’ve been hearing your name going around, what is it that I can help you with?” I explained that I was not calling in reference to anything that my husband was dealing with, that I only wanted to speak about our loan not being paid off. He did some back sliding and claimed he didn’t know what was going on with any of the other stuff. But overall he was very nice. He told me he would have to call me the next day because it was almost 5:00. He did call me back the next day to let me know that he had a check number and it had been mailed out on 5/13, but that he would have to still find out if it had been cashed. He never provided me with the check number, and never called me back. Today is now 6/26, I have still heard nothing from to dealership about the payoff, so I called the lien holder again. Our truck is STILL not paid off. I called the dealership twice and asked to be transferred to the finance manager, I never mentioned my name, and the receptionist transferred me both times. Both times it would ring, make a beeping sound and then go silent. There was no voicemail, so I could not leave a message. Although I did not leave a message and never mentioned my name to the receptionist he still somehow knew to call me. He left me a voice mail, because at this point I was back at work. I returned his call to no answer, but was able to leave a voicemail. Overall it has been a terrible experience and I would not wish this on my...