ComplaintsforRegal Lakeland

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 24, 2024, I took my 2013 Kia **** to Regal Kia for repair, already diagnosed by another service center as having a head gasket issue. I informed Regal Kia of this diagnosis at drop-off, and they included it in the paperwork (as seen in attached page 3). The dealership initially quoted me approximately $1,800 for the head gasket repair before deciding to take it their for repair.However, instead of addressing the head gasket issue, Regal Kia replaced the radiator (even though I had recently replaced the radiator) and thermostat and charged me $1,700, claiming that was the problem. Shortly after leaving the dealership, the same issue recurred. I contacted the dealership the next day and was informed that the technician may not have checked the head gasket. Upon returning the vehicle, Regal Kia confirmed it was indeed a head gasket issue and now requested an additional $2,800 for the repair.Despite my efforts to resolve this by proposing to pay the difference minus the $1,700 already paid for unnecessary work, Regal Kia has been unresponsive. They promised to return my calls but have not followed through. This lack of resolution and communication is unacceptable and appears to be a case of fraudulent service.I urgently need my car fixed and seek a resolution that addresses the initial head gasket issue without additional undue charges. Your assistance in resolving this matter is greatly appreciated.Thank you for your attention to this complaint.

  Business response

  07/01/2024

  The customer brought the vehicle in with an over heating concern and coolant leak, during inspection the tech noted the Radiator had a large hole in it, the thermostat was stuck closed and several hoses were leaking. we advised the customer these items needed to be fixed before we could check the rest of the system. The customer approved the repairs, see attached. once the repairs were completed the vehicle was test driven and never over heated. The customer returned 11 days later stating the vehicle is over heating again, the engine failed the Block test, we explained to the customer the Internal leak could be a head gasket, cracked head or even a cracked block. With 147k miles on this 11 year old vehicle that the customer stated it has over heated 3 or more times we suggested it would not be a good decision to put more money in this engine. He talked about getting another vehicle so I had our Pre-owned ***** contact the customer and he wanted ********************** to just give him another vehicle without spending any money. We explained that was not possible, this was the last time we spoke to the customer. 

  The only repairs we completed were the repairs the customer authorized based on our original inspection, pictures were taken of the needed parts showing the hole in the radiator and other needed items.  

  Customer response

  07/03/2024

   
  Complaint: 21922770
  
  I am rejecting this response because:
  

  The quote for the repair I stated it was was $1,843.56. When they misdiagnosed the vehicle, I was told the head gasket was fine.  I had replaced the exact same parts less than 72 hours prior to bringing the vehicle in after having a friend block test the vehicle on his time. Once the vehicle was properly diagnosed by regal,  the damage had become irreparable.  The overheating issue came back after I drove for 45 minutes,  not the 10 ************************* informed me they tested it for.  Car was parked that night and has become a $1,700 lawn ornament. Total mileage driven was approximately 300. I'm not asking for anything crazy, just make the situation right.  I already lost one job because of this, about to lose a second.  It's a $5,000 vehicle if the technician,  *******************************, had done the job properly. If a customer states that they believe that X is  the issue, you logically don't start by test A, B, C without X, which was the issue the entire time. BTW. The repairs they performed all need to be done again 

  *****************************

  Customer response

  07/03/2024

  I have a video of my vehicle engine bay approximately 45 minutes after picking it up.  As shown in the video, it's spewing  coolant everywhere.  Timestamp is on video. Please provide email address so I can forward the video 

  Business response

  07/04/2024

  If there is something going on with your vehicle please contact our store and ask for *********************.  
  thank you

   

  Customer response

  07/10/2024

   
  Complaint: 21922770
  
  I am rejecting this response because: I was never informed that that these items, which I personally replaced 3 days before as stated prior, would need to be replaced before checking the rest of the system.  Anyone with even a moderate amount of mechanical knowledge knows that you can test a head gasket without checking a coolant leak. These items are mutually exclusive tests. I knew it was the head gasket when I brought it in, as stated on the original work order. 

  
  Sincerely,
  
  *****************************

  Business response

  07/23/2024

  Thank you and we stand with our repair and disclosed to you the option if the vehicle had already overheated, it was not Regal's fault.

  thank you

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle from Regal Lakeland on 3/7/2024. The salesman insisted that the dealership would handle the paperwork involved with obtaining NYS license plates, title and registration. As of today over 2 months later I am still without NY plates and my 2nd temporary Florida tag has now expired. Now I am unable to legally drive the vehicle that I purchased from them. I have repeatedly been promised my new plates by the title clerk *************************** and I have left numerous voicemails for her however she does not return my calls. Likewise the general manager *********************** & used car manager *********************** - no returned calls. I have tried to be patient so far but it seems that this is an extremely poor way to run a business.

  Business response

  05/14/2024

  Thank you, *****, for your comments.

  Your fraudulent statements that you sent to the state of ******* can be corrected by our documented communication.

  Attached are the facts. Including your call to ********************* night and no time to return your call this morning.

  As you can see *****, you really have a difficult time returning calls and text messages.

  As of this morning when our staff explained your tag was mailed out along with a check for the difference.

  Please reside in **, we are happy in the state of Florida. 

   

  Customer response

  05/15/2024

   
  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

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/1/24 *********************** was service advisor: fuel filter installed after getting my car back I started to have cranking issues. My engine is lacking adequate fuel supply to help it crank correctly. My smelled like gas for a few days before I took it back. *********************** service advisor: I stated my case had an appointment and they didnt come up with any thing. Only thing was done was they removed the gas smell out of my car, they had to provide me with a rental, for 24hrs, Because the work wasnt done in a time manner.I went back again same issue the shop *******/manager rode in my car after I explained to him whats going on he proceeded to say it was my battery. I went to auto zone prior to going to Honda because I know how things are when it comes to females and the auto industry. My battery, starter, and alternator was all good. So I knew this wasnt true.I continue to give the car time to correct itself, well it didnt. So I took this a little further since no one is addressing the real issue. 4/26/24 I spoke with ********************* after filing a complaint on BBB and he told me to bring my car in mention his name and they will take care on the issue. On Monday 4/29/24.My car was at the dealership all day and the issue it went there for which is the installation of a fuel filter, wasnt even looked at. That leads me to believe they didnt look at it when I bung it in before. They come back with my radiator cap broken- they open this why it had nothing to do with a fuel filter. One of my fans doesnt work. ********* service advisor told me my car ran hot im confused thats never been an issue. The shop ******/manger and tried to clean things up. This whole time the process of installing the fuel filter should have been re-done or the fuel ratio should have been checked so that my car has what it needs to crank. I feel like they phishing to create more problems for me. Now I have a broken radiator . I do know fuel filter issues has nothing at all to do with the radiator. Theres one issue that was created during this process and I want that fixed. I shouldnt have to take these measures in order for someone to hear **** missed time from work on three occasions, because of this. No fault of my own.God bless and all I can is something good comes of this terrible situation

  Business response

  05/01/2024

  Customer come in on March ******** and ask to have her Fuel filter replaced that she purchased, On March 4th *************************************************************** her vehicle and the vehicle has extended crank. The Tech check the filter installation and everything was installed properly. The extended crank is not related to the fuel filter. The primary cooling fan is not working, the radiator cap is broken and the vehicle is overheating. The fuel filter is in the gas tank in the rear of the vehicle and the cooling fan and Radiator cap are both located in the front engine compartment. On the initial repair March 1st Invoice # ******** we were not ask to diagnose the vehicle for any concerns, just replace the customers fuel filter. 

   

  Business response

  05/01/2024

  Invoice ******** attached. 

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my to have the fuel filter in the gas tank replaced. Well it was replaced and my car had gas fumes that were extremely strong, my car also begin to have cranking issues after the replacement. Once my car has sat for a couple of hours it hesitates to start. If I crank it and it gives hesitation I turn it off and crank it right back up again then it cranks properly. I took it back they got the smell out my car but the cranking issues still exist. So I took my car back for a second time and the shop manager proceeds to say its my battery I had recently purchased the battery from them, and I purposely took my car to advance auto to get battery checked and that turned out to not be true, my battery was fine. purchased the filter from Honda it was $170.98 then I paid labor $264.90 Work was done on 3/1/24

  Business response

  04/26/2024

  I spoke to ***************************** she is going to bring her vehicle in Monday morning to be diag. If it's the battery it will be replace at no charge to the customer. 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I took my car to regal which I have paperwork for provide when regal did a diagnosis on my car the told me it would be 3500 to fix well I paid the 3500 now after they fix that problem they said I have another problem that they never told me about and now are trying to get me out of 2000 more I feel like this is discrimination and false advertisement and very unprofessional. I feel like its a money scam..

  Business response

  04/23/2024

  Good Morning, at this time client came in with a concern of a noise condition. Diagnosed and found the most obvious noise coming from strut installed and during test drive also noticed more noises coming form vehicle. Advised client that there are more noises present on vehicle that is 2017 so its 8years old and has 82k on vehicle. Noise concern are some of the hardest to diagnose. Worked with client to get corrected at no addition charges and gave price for possible future needs for vehicle. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a brand new Honda 2023 in June of 2023. By December the steering was locking in place and it was extremely hard to drive. Called the dealership just after the holidays in January and had the car towed in for fear of an accident, the service manager said the incident could not be duplicated and we could come and get the car. Supposedly, they corrected a recall and changed the oil. On the drive home it was doing what we had it towed in for, so we made an appointment to go back. My husband took it this time in mid January we just used our other car in the meantime. This time the service manager noted the problem immediately and said it may take 3 weeks to get the part for the steering box (?). It is now April 4th and we have yet to get our car back. We have called so many times to inquire and every time we are told they havent gotten the part and they dont know when they will. Filed a complaint with Honda corporate who gave us a date of April 2nd so we called April 2nd and were told that is just an approximate date :/So stay away from Regal Honda they are running a circus and no one cares about you or your car. Super frustrating when youre paying for a new car and havent seen it in 4 months. I have all documents and notes from every person I have spoken to but to no avail. We should be offered a new car!

  Business response

  04/05/2024

  Thank you for contacting us concerning your situation.

  Regal is at the hand of ******** Honda.

  This is a Honda/Acura issue we just actually spoke with our Honda representative. The steering racks are on National Backorder and the *** changes every week. I just checked on this on and it is now due to arrive at the *** on May 6th then 2-3 days after we should get it again that *** may change.

   

  Thank you and hang in there, Regal will do the best in taking care of you once the parts are available.

   

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2024 Honda Pilot Touring 7 weeks ago, and at this time it is in your dealership, for a second time within a 72 period, where every sensor has gone off, the engine bucks, and hesitates, and gets no power, and the check engine light flashes non-stop. A Honda technician has advised us that Honda has known about problems with their newer lines of vehicles. The initial issues were caused by Honda assembly line installing faulty fuel injectors, per the service technician. They fixed the problem, so they said, and they replaced all fuel injectors. Less than 24 hours of getting our vehicle back, the same issues happened again, even worse than the first time. There is now the error message on the computer dash screen that claims "Failed Emissions". My wife and I are being led to believe that we were sold a lemon, and will be looking towards enacting our rights in this regard. We are finding that it is not just us; there are many online blogs that report on these defects with your Honda products and yet nothing has been done to rectify it. My wife and I are monitoring this very closely, and are very disappointed in the $56K+ product that we purchased, but has yet to benefit out family due to the many shortcomings. My wife and I are seeking an immediate resolution to the issues mentioned.

  Business response

  04/08/2024

  Thank you for contacting us on this matter.

  Vehicle was not purchased at Regal Honda and was brought in to have ** repair an issue. Once customer was here, we supplied them with a loaner and then the customer requested to have his vehicle

  towed to another dealership. We did have accomplished that for the customer and they are dealing with the other Honda dealership.

   

  thank you!

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shop worked on my truck had warranty at that time and they said the work they did was warranted and had nothing but problems since and I told them multiple times what the issue was but they kept telling me it was something else to try and charge me more money so I did everything they kept saying was the problem when I already knew it wasn't the problem just so they would look at what I was telling them because what I was telling them was it was the work they had just done. I would get my truck back after they did nothing and charge me Diagnostics witch they can't even do that right and on top of that I got my truck **** with broken a.c line and coolant line. Now they say I need a new motor because they didn't do the first job correctly and want to charge me $ ********* to replace it when they did the last job that caused it witch was replaced both top ends from camshafts to lifters valves everything is what they said. The day I picked it up after that job .y check engine light was on. I just want my truck fixed or replaced. They had no problem taking it while my warranty was still good and jumped right on rebuilding the motor. Now they are doing everything they can to not look at the problem and push it to the side and saying it's something else that it obviously not any any real mechanic would know.

  Business response

  03/14/2024

  Thank you for communicating with me about your service experience at Regal ***** Service.

  ********************, 

  Since you have already sent your complaint thru the State of *******, can you acknowledge that after you pay for your diagnostic fee at our service department,

  and find out what we think may be the issue, that you in turn remove your vehicle and have it repaired by your own workmanship or have someone else do the work?

   

  The second question I ask you, all the notes we have stated on your work orders, what is it we continue to recommend to you. You don't want us to go any further and

  at this time if you don't trust us and you are doing your own work, please take your vehicle to a shop you trust.

   

  Thank you

   

   

  Customer response

  03/14/2024

  I never said I didn't trust you. But I'm not going pay 3x the price I can do what you suggested (witch was inc9as I told you guys ) just so you outage 5 **** minutes and check the compression. Witch the person I was dealing with there has no clue how to do because of the comedy he made saying the compression was low because of not having gm certified spark plugs when you have to remove them to check compression? Hire real technicians instead of the guys u can under pay due to their lack of knowledge and experience

  Customer response

  03/14/2024

   
  Complaint: 21405082
  
  I am rejecting this response because: your right I should have taken it somewhere else in the beginning but now that you guys did the work that is warranted you need to uphold your policy and correct the issue that was caused by your negligence.i refused the suggestion because I knew it would not have fixed the issue and I'd be out of $3500 with the same issue. You guys are fast at taken money but not putting any out
  
  Sincerely,
  
  *******************************

  Business response

  03/27/2024

  Here is your history with Regal Chevrolet:

  Repair order # ******** Dated; 07/03/2023 with ***** miles the tech recommended the engine to be replaced and Fidelity declined replacement and would only
  authorize Lifters and 1 push rod. 
  
  
  RO # ******** Dated; 12/04/2023 vehicle returned with a check engine light on DTC P0300 Engine misfire. Vehicle had leaking fuel injectors and the customer declined repairs. The customer took the truck and he replaced 1 spark plug on cylinder #4
  
  
  Truck returned again January 15th 2024 and the engine has low compression. From the 1st repair to this repair order the truck was driven ***** miles. 
  
  
  The tech working on this vehicle is ************************** he is a GM Master tech. 
  
  
  We tried to get Fidelity (extended warranty *** to help with the repairs because they declined the engine replacement in July 2023, they declined. 
  
  
  GM offered $2500.00 for assistance, and you declined. 
  
  
  The only expense you had was a $100.00 deductible and paid 1 checkout fee. 

   

  Regal suggest that since you basically do not trust our master tech and how we addressed your concerns we recommend you visit ************** in ****** or Plant City to have your concerns addressed.

   

  Thank you.
  
  

  Customer response

  04/08/2024

  I was not told any of that information.  I was only told and quoted for a new engine replacement at $15,000.00. please provide the quote for the offer you are referring to. because I would have definitely agreed to that offer. thanks

  Customer response

  04/17/2024

  I was not told any of that information.  I was only told and quoted for a new engine replacement at $15,000.00. please provide the quote for the offer you are referring to. because I would have definitely agreed to that offer. thanks

  Business response

  04/17/2024

  Thank you

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MY NEW 2021 CHEVROLET TRAVERE, WHICH I PURCHASED IN JULY 2020 HAS BEEN IN THE REPAIR SHOP 4 ****S BECAUSE OF A LEAKING SUNROOF. EVERY **** I TAKE IT IN, THE NEXT **** IT LEAKS WORSE THAN THE **** BEFORE. NO ONE SEEMS TO BE ABLE TO ASSIST. I HAVE CONTACTED THE DEALERSHIP EVERY ****, IN FACT IVE EVEN TAKEN IT TO ANOTHER DEALERSHIP, ****** CHEVROLET, TO SEE IF MAYBE THEY CAN FIX IT BUT THEY CANT EITHER. I CANNOT KEEP TAKING THIS CAR IN EVERY **** IT RAINS, SINCE THE LAST REPAIR, THE SUNROOF IS NOW LOUD, LIKE ITS OPEN AND AIR COMING IN. I BOUGHT THIS CAR TO ACCOMMODATE MY SPECIAL NEEDS SON AND HIS WHEELCHAIR AND EVERY **** I TAKE IT IN, I HAVE TO DRAG HIM IN, HOPEFULLY GET A RENTAL BIG ENOUGH SO I CAN FIT HIS WHEELCHAIR AND TAKE HIM TO HIS THERAPIES. I NEED HELP FIXING MY LEAKING CAR AND THE DEALERSHIP IS APPARENTLY NOT CAPABLE OF DOING THAT AND I NEED RESTITUTION! THIS CAR IS UNDER WARRENTY TOO.

  Business response

  02/23/2024

  Thank you for contacting us and it seems that your three-year-old vehicle is having some issues, and I will have my guys reach out to you to try to trade you out of the vehicle.

  The manufacture is not always understanding of your situation. Regal will do what we can as a dealer.

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 Acura RDX in 2017 for $26,000. I purchased this car because of the safety features. The headlight assembly has since malfunctioned and will need to be replaced entirely for a fee of $2,500. I have spoken with Crown Acura in ********** and they informed me this is a known issue with RDX's in years 2013-2015. Acura has known about the safety issue and will do nothing to correct this. I was almost in an accident at night due to not being able to see. I am no longer able to drive in the dark due to this hazard. I am afraid this will impact my work as I am no longer able to drive until it gets light out. Acura needs to take responsibility for this safety defect as one of the main reasons I purchased this car was for the safety and reliability, and this no longer holds true. Please feel free to contact me with any questions or concerns. Thank you for your time.

  Business response

  01/15/2024

  Thank you for your inquiry. 

  We are the selling dealer for your Acura from nine years ago, but we didn't build the vehicle and we strongly

  suggest you call Acura's 800 customer service number and ask them to cover your light assembly for you.

  If you need any more assistance, please feel free to reach out to ***********************************.

   

  Have a great day.

*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. ↩