Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/23/2024 Vehicle Purchase Misinformed that car would be eligible for ** tax credit from salesman upon purchase which was the purpose of the purchase at this time. After owning the vehicle for months, I attempted to claim on my taxes. It was denied due to 8936 form not being filled out. I called **** to call to the finance manger he stated that my car was ineligible due to my car being manufactured in ****** and ****** is not apart of ************* it is *************** ( ****** is indeed apart of *************). After contacting the *** to inform them of the situation, that states my car was eligible for the ** tax credit, **** would have to fill out the form and have it mailed in for you to claim the ** tax credit. I called **** again to let them know what I was told from the ***, the finance manager stated again my car was not eligible due to my car being manufactured in ****** and ****** is not a part of *************. After going through this again, I was informed to contacted **** relationship to address the issue. After talking one of their agents, he stated that my car was eligible based on the car being manufactured in the *************, and the car would qualify for $7,500 tax credit. **** dealership notified of what for relation stated. Finance manager states the same story. Due to what was going on the salesman provided email for the owner for the dealership. Owner was emailed 03/20-21 and 29th with no responses regarding the situation. This has been going since 03/06/2025.

  Business Response

  Date: 04/01/2025

  We have reviewed all inbound/outbound Text/calls from and to the customer. Tax incentive was never discuss. The customer took several weeks to decide while they did their "Due Diligence" (Their exact words) - The money in question is a program provided by the United States Government and not Lakeland Ford or ******************. It is a tax credit which if qualified reduces taxable income and any eligible customer did not receive $7500 in cash or payment. We have no correspondence or paperwork reflecting a promise of eligibility of any government program, this remains the consumer and their CPA's concern, as we do not advise on tax related questions.

  In 70+ text and multiple calls, the customer requested information about various things concerning the vehicle and the purchase process, not once was government tax credit mentioned until a year later, when the customer reached out to the dealership. The customer stated they were told in a hallway about the incentive, Lakeland Ford rejects this as our staff is trained to not decide eligibility for government endorsed programs and are trained for the customer to consult their tax professional.

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 04/01/2025

  Screenshot of website with VIN and requirement for incentive. 

  Business Response

  Date: 04/02/2025

  To ensure no error on our end - we attempted again to make the vehicle claim via the government site - the vehicle does not show up as eligible and we cannot submit anything on that vehicle's behalf. This is a IRS issue, if they are indeed telling the customer the vehicle is eligible.

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I acquired a 2017 *** in early November 2024. Within two weeks, I experienced significant electronic malfunctions. I promptly contacted the dealership and scheduled an appointment. Further electrical failures occurred, documented photographically and reported to the dealership via text and in person. At the appointment, I was informed that they lacked BMW-certified mechanics and that I would need to seek service elsewhere. I inquired about coverage under the 30-day warranty, but received no response. Subsequently, I contacted the sales representative to arrange return of the vehicle, expressing concern about incurring substantial repair costs for pre-existing issues. Following a paid diagnostic assessment, the dealership identified over $12,000 in pre-existing damage. Despite my request for resolution, the dealership declined any responsibility.

  Business Response

  Date: 02/17/2025

  Customer purchased an AS-IS vehicle and declined warranty coverage offered at point of sale, we have been working with the *** dealer to try and assist the customer with pricing. The statement is miss leading - The vehicle does have a minor accident reported in 2017, however the repairs listed by the *** dealer are for coolant lines/hoses and rubber mounts for control arms. We can continue to try and assist with the *** dealership on cost.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22946887
  
  I am rejecting this response because:  I need clarification on what Lakeland Auto Mall is willing to be responsible for fixing or willing to take vehicle back with a discounted offer/trade.  My vehicle has been in the shop for a month now.  I have requested several times to include within the *****************************************************************************************************  Since I never received a response I placed my own Warrenty on the vehicle and the company is advising due to the $12,000 over "prior damage done to vehicle they will not be responsible, this should have been repaired by the dealership."  I have also attempted to go else where and trade vehicle and was told the vehicle is $9,000 upside down due to its condition and I have just now completed the very first oil change.  I need to know precisely what if any responsibilities Lakeland Auto Mall would be willing to take responsibility for.  My suggestions would be (1) Assist me with getting an extended dealer Warrenty ofd which at least 50% will be paid through *********** (2) the prior damages noted by the *** dealership repaired (as of note I took the vehicle back with in first 2 weeks due to electronic system blacking out and this still hasn't been rectified.) (3) Vehicle accepted back by Auto nation.  This has caused a great financial hardship for my family and I have struggled to make VA appointments and classes due to struggling to get vehicle repaired.  I ask that this be ethically considered and that no further hardships be weighed on myself and family.  I have maxed out credit cards to a $3000 auto bill of a vehicle I have just now had long enough to do a single oil change.  Please consider your companies reputation if this is considered permissible. 
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 02/25/2025

  Attached is a photo taken today while driving on interstate. The photo shows the same issue I was dealing with when I first called to complain of electronic concerns with video. After a couple of days ******* the salesmen asked me to send him a Pic of the issue when it happen again. The second photo is a screenshot of the December 8 text message I sent as a reply.

  Business Response

  Date: 02/28/2025

  We understand the customer does not wish for our dealership to continue to try and help with pricing from the *** dealership.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22946887
  
  I am rejecting this response because: it speaks volumes of this company ethics with these responses. I did enquire about the extended warranty and I was told the same as when I took the car in for the "prior issues I'm dealing with now" and that's "someone will follow up with you.

  When I called to inquire of purchasing the car the "follow up" was extremely expedient and frankly overly aggressive. These follows *** have been kicked down the road since 2-3 weeks of purchase. I supplied proof of that with text messages and pictures of electronic black out. I notice not a single response regarding that from this company. 

  The entire instrument panel has now been out all day. This was my main concern that "someone would follow up with me" back in November. The *** dealership advised that this vehicle had "extensive prior damages that took place prior to November. " This was advised by the *** representative ******. 

  
  Sincerely,
  
  *** ****

  Business Response

  Date: 03/06/2025

  Communication, has not been disputed. To clarify, The customer bought a vehicle with no warranty (AS-IS) and rejected the option to cover the vehicle at point of sale. The customer then purchased a warranty from car shield after having the vehicle in November or December diagnosed with concerns. Car shield rejected the claims as pre-existing. Customer also asked me in recently if we could sell him coverage through our provider. He was explained we could once current concerns are resolved. The customer rejected our assistance to continue with *** to reduce the repair cost. The only remaining options we can assist with is the try and trade in the vehicle depending on negative equity and lender guidelines.  

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22946887
  
  I am rejecting this response because:

  On the date of purchase, I declined the extended warranty offered by Lakeland Auto Mall. I informed the sales representative that I intended to research alternative extended warranty options. Within three weeks, I researched and identified a preferred extended warranty provider. I contacted the warranty company (obtained through a mailing I received shortly after purchase) to obtain a quote and inquire about coverage details. This call occurred in early December. The warranty representative stated they were experiencing difficulty verifying details and advised they would call me back. This return call was never received. The manager and General Manager at Lakeland Auto Mall were made aware of this situation.
  To support this, I request that the BBB verify my attempt to secure an extended warranty by contacting the warranty company.

  
  Regarding Lakeland Auto Mall's Assistance with Repairs:
  Lakeland Auto Mall did not provide the assistance with repairs at the *** dealership as previously stated. My vehicle was at the *** dealership for repairs, and it remained there for an additional two weeks after the initial hose repair to determine if Lakeland Auto Mall would assist with further repairs. After this two-week period, I was informed by ******, a *** representative, that Lakeland Auto Mall had emailed the dealership, declining to authorize any repairs. ****** showed me this email, which can be provided by ***. ****** can be contacted at ************.
  To support this, I request that the BBB contact ****** at ************ (************) to verify that the damages to the vehicle were pre-existing and to obtain a copy of the email from Lakeland Auto Mall declining to cover repairs.

  
  Additional Issues:
  I have previously provided documentation of an electrical instrument blackout issue, which I reported to Lakeland Auto Mall within 30 days of purchase and which persists. I have also provided text messages and photos documenting that initial notification to Lakeland Auto Mall, but they have not accepted responsibility.

  
  As a result of these issues, I have incurred over $3,500 in expenses on a credit card to make the vehicle operable. This debt has caused severe financial hardship for my family, requiring us to seek assistance from veteran organizations for basic needs. I intend to inform other veterans of my experience with Lakeland Auto Mall.
  I request that the BBB investigate these matters thoroughly.
  
  Sincerely,
  
  *** ****

  Business Response

  Date: 03/17/2025

  Lakeland Automall, as stated was in the midst of trying to assist with cost (the pricing with the *** dealer, as well as researching if the issue could be done for less with our service) when this compliant was filed. We cannot predict future needed repairs on any AS-IS vehicle. As a goodwill we were attempting to assist with pricing.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 22946887
  
  I am rejecting this response because:  My "entire screen" has now been out for days.  This is the exact same issue "with in the 30 day Warrenty period advised by Lakeland Auto mall" has received numerous texts and requests to fix within the 3 weeks of purchase.  Again I purchased a used vehicle and would be foolish to expect a 100% vehicle regardless of the "misinformation of complete inspection" done by Lakeland Auto Mall.  I do however not expect to have a $12,000 prior damages that I can even get covered by ******** companies because they each state what I already know and that this was "prior damages that should have been addressed before I purchased.  I need to know what damages Lakeland are willing to cover and when.  It's extremely dishonest that it's now being stated that Lakeland attempted to work with me prior to this complaint.  My first request would be to bring this vehicle back and I just eat all the money I have thrown into it at this point.  If not what responsibilities IF ANY are Lakeland willing ti assume?  
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 03/23/2025

  Remember that previous statement that Lakeland auto said on "its been trying to work with me on repairs." I came across this text message from the *** dealership. The dealership inwas told to bring the car to when I first brought car back for the same issues I'm stuck with now? Over half the time I can't see speed or gas because the instrument panel is now out over half time. This again was same issue I brought to dealership in "3 weeks" of purchase. Ive also submitted text messages 

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 9th 2025 I woke to my car (2024 **** Escape) idling rough and check engine light on. I had my car towed to my local **** Dealership, Lakeland Automall/Lakeland Ford, During their inspection they let me know a rodent had chewed some wires in my engine and they would need about a week to make sure nothing else was chewed. Finally they let me know that my brand new car needed a new wire safety harness and some new hoses but these parts were on back order and they have no *** on when they would arrive. They did let me know they would not be covering a rental due to this being no fault of ****. Well today 02/14/2025 I still have no *** on parts, I am still having to make payments on a vehicle that Lakeland Auto mall CAN NOT even fix. They have offered me no alternatives and I am a mother who has a full time job and 2 kids who I have to transport to school everyday while currently pregnant with twins. I have called ****s Customer Service and have been told they have created a case to escalate trying to locate some parts for my car with no update. The communication has been awful, I've been calling every single week asking for updates leaving voicemails for managers with no return phone call but I need my vehicle. I have been relying on Neighbors to get my children to school and I have been ubering to work which is getting expensive but this dealership has no timeframe on when my parts are going to arrive and be installed but this is crazy.

  Business Response

  Date: 02/19/2025

  Unfortunately the wiring harness needed to complete the repairs is on backorder from the manufacturer. The manufacturer will only provide replacement transportation for repairs covered by their warranty, rentals for insurance covered repairs are are typically provided by the insurance carrier.   

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22944248
  
  I am rejecting this response because:
  
  Lakeland Automall has had ample amount of time to request those parts and receive them to complete my repair. They CAN NOT fix my car and Im still required to keep paying for a car that CAN NOT be fixed in A TIMELY MANNER.  I will be seeking a consumer lawyer if there is no resolution to when parts will be arriving. They have had my car since JANUARY 9th 2025. This is completely ridiculous. 

  My whole family has been put out without me having a car and Im expecting twins in a few months. this has been an extremely stressful situation on myself and my family. If they can not fix the car then they can find me a car that is equal to what I currently have and can exchange the cars. 
  Sincerely,
  
  ******** *********

  Business Response

  Date: 02/28/2025

  The backordered part arrived, the repairs were completed and the customer has picked up their vehicle 

  Customer Answer

  Date: 03/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lakeland Auto Mall Finance Manager **** ********** is reluctant to issue a refund for car warranty that I was obliged into purchasing. I have requested a refund plus all correspondence regarding the refund through email. I not received any correspondence or refund to date. My lien holder and warranty issuer stated that I must go through Finance Manager **** ********** at the dealership. She is not responding to my emails. Buyers order for my car purchase states the extended warranties are not required for purchase and are separate purchases. Also states the warranties are fully refundable. **** stated it was a group purchase and was needed per ********(lien holder). Please help!

  Business Response

  Date: 11/12/2024

  Cancellation form is getting the final needed information and completed on 11/13 - The cancellation is as **** stated a full refund which will be sent to the lender for processing once we have the signed and completed form.

• Initial Complaint

  Date:11/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When you openly and honestly state exactly what vehicle you want, the price you expect to pay, give explicit details & openly tell that you are disabled and with an 80+ yr old individual to explain why you cannot spend hours in a dealership. You expect to have ALL of that honored, right? Nope.I contacted Lakeland Ford, after spending a significant amount of time researching the vehicle we wanted. I found numerous Dealerships with the exact vehicle that had competitive pricing. Lakeland Ford had the highest price of every dealer in central *******. However, they have been our dealer and servicer since we purchased our Flex in 2013. Although admittedly, our original purchase was a headache too. I wanted to reach out to them and see if they would match those competitor prices.I was contacted by ****** via text. Of note, I specifically and repeatedly communicated that text and/or email were my preferred contact, due to disability. My first clue that this may not be a great experience is when they insisted a phone call was needed. So, we had a relay call with *****. Ended up having to commit to an in-person visit.That brought me to Saturdays events. We went in with pre-approved financing, clear competitor pricing for matching, Military code, etc. I basically had everything ready to walk out with the vehicle. They simply had to follow through on their price match guarantee & fulfill the terms already discussed.Needless to say, everything was a ploy to get us in the dealership. ***** passed us off to someone else. The short version was he came back with a price thousands above what I was led to believe it would be. When I asked if they would match the competitor prices, he flat out said no, they don't do that.Blatantly violating their posted policy. In violation of Florida Deceptive and Unfair Trade Practices Act (FDUTPA). More specifically Title XXXIII ******* and for acts against seniors and the disabled ********.

  Business Response

  Date: 11/04/2024

  Unfortunately the customer was comparing a Heritage trim to a Sport - the models have a difference of $4000 in MSRP - and we are unable to price match different trims. We are more than happy to work with them on the same model or on the one they chose, as we always strive to make every deal work within the parameters of the customers desires.

  Business Response

  Date: 11/07/2024

  Unfortunately the customer was comparing a Heritage trim to a Sport - the models have a difference of $4000 in MSRP - and we are unable to price match different trims. We are more than happy to work with them on the same model or on the one they chose, as we always strive to make every deal work within the parameters of the customers desires.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22508266
  
  I am rejecting this response because:

  Lakeland Ford is insisting on give straight lies as their answer. My internet inquiry was on a ******** Bronco SPORT Heritage. My first communication with ******* as I've attached, clearly shows I was looking ONLY at a **** Bronco SPORT Heritage in red or ***** egg blue. The second attached pic shows the exact vehicle we discussed with MC AND the EXACT vehicles we showed as comparisons. They are ALL Bronco SPORT Heritage editions.

  I never asked for any other vehicle trim or showed any other vehicle trim. I'm also including the comp vehicle screenshot for reference.

  So my question, Lakeland Ford, why are you lying? Because you were caught red handed illegally advertising a policy your salesman said you have no intention of honoring?
  
  Sincerely,
  
  ***** And ******** ********

  Business Response

  Date: 11/12/2024

  Picture one is the vehicle the customer presented for matching - Picture 2 is ours - "Trim" also refers to equipment level as a Sport Heritage has different MSRP levels. As stated previously we try to accommodate all customers and their request. We are happy the customer was able to find a vehicle that fit their desires, if that deal does not or did not work out to their liking we are always willing to do all we can to meet their expectations.

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took vehicle in for repair of slipping transmission. Dealership told me it was not transmission but catalytic converter and was told my problem would go away. I paid for the repair and then picked up my vehicle and attempted to drive it to my house. My vehicle only made it about 15 miles before it completely fell apart on me almsot as if they messed with my transmission to break. I then to get it towed back to the dealership for them to chexk again and tell me oh yeah your transmission is messed up. They gave me my car back worse then when i brought it in.

  Business Response

  Date: 11/01/2024

  We have contacted the customer and agreed to a partial refund for this repair 

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Initial Problem:On June 15, 2024, my 2011 Hyundai Sonata Hybrid stopped working and would not accelerate. I contacted Hyundai Lakeland, who advised me to tow the car to their location. They charged me $250 for an inspection.2. Engine Replacement:On June 17, 2024, I was informed that the engine needed to be replaced under warranty, which would take 2 to 3 weeks. However, the communication from the dealership was poor and updates were inconsistent. Despite the delays, I was told the car might be ready sooner than initially stated.3. Flywheel Issue:After finally replacing the engine, the service team discovered an issue with the flywheel and quoted me $2,400 for the repair. I took my car to my own mechanic, who found that the bolts holding the flywheel were damaged due to improper installation by the dealership's service team.4. Incorrect Bolts:My mechanic contacted the dealership and was informed that there are two types of bolts for the flywheel. This confirmed that the service team installed the wrong bolts, causing the issue. To resolve the issue, we ordered the correct bolts and flywheel from the dealership. The correct bolts fit with the new engine, confirming the initial mistake.5. Out-of-Pocket Costs:As a result of the dealerships error, I had to pay $1,500 out of pocket to fix the problem caused by the improper installation of the flywheel and bolts.6. Lack of Response:I have sent four emails to the owner, general manager, and service department manager without receiving any response. This complete lack of accountability and communication from the highest levels of management is unacceptable.Summary:I am requesting a full refund of the $1,500 I paid out of pocket due to the service teams mistake. Additionally, I expect Hyundai Lakeland to address the communication and accountability issues within their service department to prevent future occurrences.

  Business Response

  Date: 07/29/2024

  The 2011 Sonata was towed to our shop after the customer, who is also a former employee, called stating that the engine was knocking and that the car would not accelerate. Although out of warranty at 13 years old, the manufacture has extended the engine warranty under certain circumstances. We submitted for and received approval to replace the engine under the extension program. After completion of the repair covered by the program the technician noted excessive noise from the flywheel area. He would not have been able to hear this noise prior to replacing the engine. The customer was presented with an estimate for the additional repair needed but elected to take it to another shop. The flywheel bolts were not damaged at the time of our repair and were not replaced during the repairs completed by our technician. We will not cover the cost of repairs beyond the coverage provided by the manufacturers warranty extension.   

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21975756
  
  I am rejecting this response because: 

  Thank you for providing me with the response from Lakeland Automall regarding my complaint. After reviewing their response, I would like to clarify several points and explain why I find their explanation unsatisfactory.

  
  Engine and Flywheel Installation:
  It is not possible to replace the engine without removing and reinstalling the flywheel. When the engine was replaced, the flywheel had to be reattached to the new engine. The dealership failed to install the correct bolts, which led to the flywheel issue.

  
  Condition of the Flywheel Before Repair:
  When I brought my vehicle to the dealership, there was no issue with the flywheel. The car's problem was related to the engine, as it was knocking and would not accelerate. If there had been a pre-existing problem with the flywheel, it would have been noted during the initial inspection and diagnosis.

  
  Incorrect Bolts Used:
  The problem arose from the incorrect installation of the flywheel bolts. After taking my car to another shop, it was discovered that the wrong-sized bolts had been used for the new engine. Once the correct bolts were installed, the flywheel operated properly.

  
  Unaddressed Emails and Lack of Communication:
  Additionally, I sent four emails to ***********************, *****************************, and the service manager but received no response. This lack of communication is concerning and unprofessional, and it shows a disregard for resolving the issue.

  
  Out-of-Pocket Expenses:
  As a result of their mistake, I incurred $1,500 in out-of-pocket expenses to rectify the issue. I believe that Lakeland Automall should be responsible for covering these costs, as they were due to their improper installation.
  Given these points, I do not find the dealership's response satisfactory. I am seeking reimbursement for the $1,500 I had to pay to correct their error and would like to see them take responsibility for the mistakes made during the repair process.

  
  I hope that the BBB can assist in reaching a fair resolution in this matter.
  Thank you for your assistance.
  
  Sincerely,
  
  Mutaz Alqarout

  Business Response

  Date: 08/13/2024

  The bolts used by our Master Certified technician were the original bolts from the engine. When the vehicle arrived at our shop, the engine was knocking and was in condition for us to test drive to hear any additional noise concerns. The service manager did communicate with the customer until the customer began cursing and insulting our staff members. I'm not aware of the other emails.            

  Customer Answer

  Date: 08/23/2024

  Dear *****************************,
  Thank you for forwarding the response from Lakeland Automall regarding my complaint. I would like to address several inaccuracies in their response.
  Incorrect Bolts Used:
  The bolts used by their Master Certified technician were the original bolts from the old flywheel. These bolts did not fit properly with the new engine. I have photographic evidence showing the old bolts that were used. The issue with the flywheel arose because the service team failed to install the correct bolts that would fit with the new engine.
  Communication with the Service Manager:
  The claim that I contacted the service manager and used inappropriate language is completely false. At no point did I engage in any disrespectful behavior. I maintained a professional demeanor throughout all my communications.
  Emails Sent:
  I sent four emails to the owner, the general manager, and the service manager, explaining my situation and requesting assistance. Despite my efforts, I received no response. Additionally, I submitted a detailed inquiry through the company website, which also went unanswered. I will attach screenshots of the four emails I sent, which they claim they did not receive.
  Unresolved Issues:
  Despite my attempts to resolve this issue amicably, I was forced to pay $1,500 out of pocket due to the service teams mistake. I am not satisfied with the outcome, and this entire experience has been frustrating and disappointing.
  As a customer, I expected better service from such a reputable company. Unfortunately, this experience has been far from satisfactory. I will be sharing my experience with others, as word of mouth can often be more powerful

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 21975756
  
  I am rejecting this response because:

  Dear *****************************,
  Thank you for forwarding the response from Lakeland Automall regarding my complaint. I would like to address several inaccuracies in their response.
  Incorrect Bolts Used:
  The bolts used by their Master Certified technician were the original bolts from the old flywheel. These bolts did not fit properly with the new engine. I have photographic evidence showing the old bolts that were used. The issue with the flywheel arose because the service team failed to install the correct bolts that would fit with the new engine.
  Communication with the Service Manager:
  The claim that I contacted the service manager and used inappropriate language is completely false. At no point did I engage in any disrespectful behavior. I maintained a professional demeanor throughout all my communications.
  Emails Sent:
  I sent four emails to the owner, the general manager, and the service manager, explaining my situation and requesting assistance. Despite my efforts, I received no response. Additionally, I submitted a detailed inquiry through the company website, which also went unanswered. I will attach screenshots of the four emails I sent, which they claim they did not receive.
  Unresolved Issues:
  Despite my attempts to resolve this issue amicably, I was forced to pay $1,500 out of pocket due to the service teams mistake. I am not satisfied with the outcome, and this entire experience has been frustrating and disappointing.
  As a customer, I expected better service from such a reputable company. Unfortunately, this experience has been far from satisfactory. I will be sharing my experience with others, as word of mouth can often be more powerful
  
  Sincerely,
  
  Mutaz Alqarout

  Business Response

  Date: 08/29/2024

  We have nothing else to add to our previous response 

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 4th, I was driving on the highway when my vehicle started decelerating and shutting down completely. I ended up safely pulling over because it couldve been a serious accident and called FHP they tested my car code p1326 came up I had it towed to the dealership where they assured me I had the extended warranty and that the car should be covered and I dont have to pay out of pocket. What the dealership told me would take 2 days has now been almost a month and still counting. Ive had 3 denials for engine replacement due to being outside of warranty with Hyundai even though I have the extended warranty. The dealership has sent pictures and spoke with my case manager at Hyundai to confirm that the engine failure was due to the bent connecting rod bearing that is again covered under warranty. They came back and said other codes populated showing the cause was not the rod bearing and that it had evidence of coolant in the engine. The service manager told me there was no evidence of anything like that so that has to be false. The other codes was regarding coolant and Ive never had any issues with my car overheating or anything prior to my engine shutting down on the highway. The director is saying that the issue for engine failure was coolant in the engine but my car never overheated, it simply died on me while driving. I never had any flashing lights or warning signals on my dashboard. The dealership is trying to tell me at one point I may have had a light but Ive never had a light. My car is well maintained and I even had a multi inspection in March and this was never brought up. Theres also no time stamp to say what happened first. The director at Lakeland Hyundai did advise one of my bearings was very bad and one not so much. Im not sure how I have multiple codes one being p1326 which is covered under warranty and the others are not but yet Hyundai corporate says one came before the other if the codes have no time stamp or date. This was very unexpected.

  Business Response

  Date: 06/07/2024

  As stated in the complaint, this vehicle was towed to our facility after experiencing an engine failure on a nearby highway. The vehicle was not purchased here and has never been serviced by us previously. We diagnosed the concern after receiving authorization from the customer and determined that the engine would need replaced. The vehicle has ******* miles on the odometer and is beyond the manufacturers warranty and according to the customer, they did not purchase an extended warranty. The manufacturer has issued a warranty extension for a specific engine concern but has determined that this concern is not covered by the extension. We also submitted a request for goodwill assistance but that request has been denied.    

• Initial Complaint

  Date:03/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a product ( Restore Glygogen) & didn't know it was subscription. They sent the product on 12-3-2023. I contacted them for return info& got a # to send it back. *** says it was delivered 12.14.2023. I have called 3 times & was told I would get a refund. Since I had fraud on my cc, it was canceled and they said they would send me an e check. 2 1/2 ********** am still waiting.Restore Glycogen PO Box ***** Lakeland, ************* ************ Price was $189.88 They agreed they did get the product back.UPS TRACKING #**********************.

  Business Response

  Date: 03/11/2024

  We are a franchised new car dealership. We sell vehicles not "restore glycogen". Please remove us from this complaint.

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came into the dealership with a 2015 jeep compass. It had low miles and very rarely had to be worked on the problem was I had a leak behind the thermostat housing. It didnt look like it was the thermostat itself. I told him that I had a video they said it wasnt necessary and I show the advisor where the problem was thats all I wanted ***** and I also asked for a oil change which they didnt do the oil looked dirty and smelt bad. It was real brown. Also they change my factory clamps that were on the top holes and they said I needed a hose but the hose looked OK to me. Also they said I had an oil leak. I didnt ask them to do anything but take Of the leak Behind The thermostat Housing also they were not nice l returned to the dealership 30 minutes later after making it to home the car is not running Right. It was very sluggish and I didnt have any problems with the running of the car. It was just the leak that I wanted taken care of. The car was not overheating. It just had a leak they replace the top holes and the factory clamps which was not needed also a diagnosis . The Jeep was only driven up to 10 miles a day. it has been serviced regularly since purchase in 2015 this really upset me because I was trying to get the car taken care for my children and their mother. This is how she gets them to school and work also. after she drove the car for a couple days, then other lights came on saying she had a problem. They could shut the car down and also caused the car to lose speed which put my family at risk so she was not able to drive the car anymore Thank you

  Business Response

  Date: 03/07/2024

  The customer brought in the 2015 Jeep with ****** on January 24th requesting an oil change and an estimate to repair a water leak from the engine in the area of the thermostat. We contacted him on January 25th with an estimate for the leak repair and advised him that the *** light was on and that the tires would need replaced soon. He approved the estimate for the leak repair and oil change and advised us that he did not wish to address the *** light or tires at this time. We did replace the original 9 year old clamps as part of the repair. When he arrived to pick up the vehicle on January 26th, for some reason he did not believe that we had changed the oil even though we had video showing it being done. We changed the oil again in his presence and he paid for the repairs which were for the amount of the approved estimate. Based on the information we currently have there would be no adjustment to the invoice.