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: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.      

• Initial Complaint

  Date:10/18/2023

  Type:Customer Service 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.

  October 2023 Took vehicle in for service. Had two issues of concern. One issue was a recurring one that had been addressed previously but had returned. The second was a far more serious one. Brought these two concerns to the service advisor, who noted each concern and stated they will look at. Soon after I left vehicle, was notified that vehicle was ready for pick up. I asked the service advisor had both of my concerns been addressed and he stated, yes. Picked vehicle up and had not gotten two miles from the dealership when I noticed BOTH concerns still with the vehicle. I notified the service advisor of the issues and he asked that I bring the vehicle back. I did bring it back, but not that day. It was after I filled out my service survey and was contacted by the director of ford service at the dealership who stated he wanted to drive the vehicle to hear or experience the issues. Brought vehicle back, the service director drove the vehicle and agreed with both concerns. Issue one- flapping underneath. Had been told on three previous service visits the issue was fixed, not fixed. Second issue- loud popping grinding noise coming from rear of vehicle. Was told by service advisor that was “normal” for my type of vehicle. Wrong. The service director who drove the vehicle stated that was not normal. Was again told they would fix the flapping - still not fixed. For the rear end, they stated the rear ended differential was needing to be replaced and quoted $2300. After they told me this was normal, now they are saying it needs to be replaced. I picked up the vehicle and took to another mechanic who stated the rear end had never been serviced and was not needed to be replaced, just have the oil changed out. Have filled complaint with Ford Motor Company as well.

  Business Response

  Date: 10/31/2023

  We have offered to refund the customer for the service he paid for and scheduled an appointment for 11/2 to address his other concerns.   

  Customer Answer

  Date: 11/08/2023

  
  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:08/03/2023

  Type:Customer Service 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.

  We purchased a brand new 2017 Ford escape and it came with the lifetime warranty we since moved from Florida to Missouri and we were told that it would be covered still for as long as we own the vehicle I was in the dealership here in Missouri and I was told that I do not have a lifetime warranty in place, I called Lakeland auto mall to verify and I was told that I was out of warranty, I would like to know if I have lifetime warranty that I was told at time of purchase how can it expire, I would like paperwork on this lifetime warranty coverage that I have on my 2017 Ford escape so I can produce the papers to dealerships here, to prove it's in place,we purchased this vehicle with the assumption that we had the lifetime warranty and if that's not what I was given, then I expect Lakeland Auto Mall to provide me with the lifetime warranty and get the paperwork straightened out, thank you for taking care of this situation,my husband name was on this also, ******* ******,but he has since passed away.

  Business Response

  Date: 08/03/2023

  The vehicle was in fact sold with a Lifetime Warranty which I have attached a copy. I also reached out to Zurich to see why policy was showing expired in their system and the representative couldn't explain why. She reactivated policy and I have attached a letter confirming along with another document that explains covered components. If customer would like to reach out to me my direct line is (863) 583-9248.  

  Customer Answer

  Date: 08/17/2023

  
  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,
  
  ******* ******