Complaints

This profile includes complaints for Regal Lakeland's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Regal Lakeland

  2615 Lakeland Hills Blvd Lakeland, FL 33805-2217

• 

  Regal Lakeland

  925 Bartow Rd Lakeland, FL 33801-5831

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:02/13/2025

  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.

  June 2024 had my transmission replaced by this dealership.. Requested if there would be any other issues aside from the transmission replacement that could arise later, and that way I am able to make an informed decision about all work. Their statement was that everything is good. 8 months later with warranty on the work and parts per ***** and the paperwork. One day the truck turns off during the valid warranty timeframe. So I had truck towed back to ***** in Lakeland, and asked the service advisor, ***** what was the thermal bypass valve not replaced during the transmission replacement, when this is a known cause of replacing the transmission, that this part should also be replaced as well to ensure proper function and no future damage. Service manager stated the part was good, however, had basic knowledge that the bypass valve would in fact go bad and would need to be replaced due to the transmission now being new. This information was withheld intentionally from myself as a consumer. I feel this repair was done in bad faith while knowing this information. While they had my vehicle, their response time, is rather lacking. As of today, my vehicle is in their shop currently and going on two weeks with no response. They are refusing to cover something they knew would intentionally go bad, and in bad faith did not state that as they were aware this would cause more damage and require me to return the truck as I have had to do at this time. I am looking for fair resolution and work done in good faith. Thank you.

  Business Response

  Date: 02/14/2025

  Mr. ******* brought his vehicle in June of last year and paid for his vehicle to be repaired. Everything was done paid and signed correctly for the job performed.

  We put a transmission in it 06/11/2024 at ****** miles on it. Now on 02/03/25 ******* miles on it. the thermal bypass valve went out. This is a thermostat is on the radiator lines on the outside of the transmission. ***** our service managers talked to him and quoted him for the repair. It was $431.59 plus there was a $250.00 tow bill. This has not been approved. We warranty our work for up to one year, but this repair has is not in conjunction with his repair at the time in June of last year. We are a family business and will not charge our customers with parts that are not failing or working properly at the time of repair. 

   

  Thank you for contacting us and we can offer a 5% percent discount if that helps on the job itself.

  Business Response

  Date: 02/14/2025

  Mr. ******* brought his vehicle in June of last year and paid for his vehicle to be repaired. Everything was done paid and signed correctly for the job performed.

  We put a transmission in it 06/11/2024 at ****** miles on it. Now on 02/03/25 ******* miles on it. the thermal bypass valve went out. This is a thermostat is on the radiator lines on the outside of the transmission. ***** our service managers talked to him and quoted him for the repair. It was $431.59 plus there was a $250.00 tow bill. This has not been approved. We warranty our work for up to one year, but this repair has is not in conjunction with his repair at the time in June of last year. We are a family business and will not charge our customers with parts that are not failing or working properly at the time of repair. 

   

  Thank you for contacting us and we can offer a 5% percent discount if that helps on the job itself.

• Initial Complaint

  Date:01/21/2025

  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 November 26, 2024 I bought a vehicle from *** and while test driving I was told the knocking noise I heard would be addressed and fixed. It was on my we owe you paper work. After having the vehicle 3 days and I was told it was an engine mount my car broke down after almost flinging me into a car in front of me my car needed a part that **** ordered and fixed (took two months) now I paid ****** after my extended warranty after they assured me it was something else. They also threw away my Disabled Veterans plate which numerous times Ive receive the runaround and still no tag (2 months later) communication, customer service, and follow thru has not happened. My sales person **** ****** and his manager ***** (GM) has promised to make it right and is not avoiding my calls. I would like the ****** and tag fees that Ill now have to pay for a new tag refunded to me. I tried to call the owner, *** never got back to me. This dealership only cares about selling cars after that youre tossed around and there is a lack of communication

  Business Response

  Date: 02/06/2025

  Dear *****,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you have experienced. Your satisfaction is important to us, and we take your concerns seriously.
  Regarding the repairs to your vehicle, we understand that you were initially informed of a different issue, and we regret that the diagnosis required further work beyond what was initially expected. While we are glad that the repair has been completed, we recognize the inconvenience caused by the extended timeline and unexpected out-of-pocket expense.
  Additionally, we are very sorry to hear about the issue with your Disabled Veterans plate. This is not the level of service we aim to provide, and we regret any miscommunication or delay in resolving this matter.
  We would like to work with you to find a fair resolution. Please feel free to contact myself at ********************************* so we can assist you directly.
  Sincerely

  **** Aviso

  Customer Answer

  Date: 02/11/2025

   
  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:01/17/2025

  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.

  Regal Honda Lakeland Hills Blvd. Lakeland *******. I canceled my Gap Coverage through Fidelity on December 15th because of dishonesty on my invoice with my trade in and the price for the vehicle. I got a letter from ******** stating that I should get a full refund for my Gap Coverage from Regal Honda. I spoke with ******* ***** at Regal Honda and was told a full refund will send to my Lender. I did a followed up phone call with her and she told me that Regal doesn't refund Gap coverage. I contacted my Lender and Regal refunded me half my Gap coverage payment. I should get a full refund of my Gap Coverage not pro- rata refund. S ******.

  Customer Answer

  Date: 01/18/2025

  Wrong location and company attached 

  Business Response

  Date: 01/20/2025

   GAP Coverage Cancellation
  Dear ******** ******,
  Thank you for bringing your concerns to our attention. We value your feedback and the opportunity to clarify the situation regarding your ************* policy cancellation.
  According to Florida law, if a GAP policy is cancelled, the refund is calculated on a prorated basis after the initial 30-day period. Since you purchased your vehicle on November 1, 2024, and cancelled your GAP policy through ******** on December 15, 2024, you fall outside the initial 30-day window for a full refund. As such, you are eligible for a prorated refund of the unused premium.
  Rest assured, we are processing your cancellation according to these guidelines and appreciate your understanding that a full refund is not applicable beyond the 30 days.
  If you have further questions or need assistance with your refund, please do not hesitate to reach out to us. We are here to assist you.
  Sincerely,
  **** *****
  Finance Director
  Regal Automotive Group
  **********************

• Initial Complaint

  Date:12/24/2024

  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.

  In April 2024, my wife and I purchased a Certified Pre-Owned 2017 ***** Tahoe Premier from Regal Lakeland Pre-Owned for $38,000. The vehicle had approximately ****** miles, and we were assured it was in excellent condition. The dealership disclosed a minor accident in its history and two previous owners but made no mention of potential mechanical ********* September 2024, my wife noticed problems with the vehicle. It began having difficulty shifting gears, raising concerns about the transmission.During the Thanksgiving holiday in November 2024, while driving to *********, the transmission failed entirely, leaving us stranded. Replacing it cost us $7,000, a significant expense for a certified pre-owned ********** December 2024, we encountered more issuesthe check engine light came on, and the air conditioning system failed. These ongoing problems make it clear this vehicle was not properly inspected or certified before being sold.We believe Regal Lakeland Pre-Owned either failed to properly inspect this vehicle or knowingly sold us a defective product. Their failure to disclose mechanical problems is unethical and undermines customer trust.We are unsure what ********************** Pre-Owned is willing to do to make this right. However, we felt it was important to warn others about our experience to prevent similar situations from happening to future customers.This situation has caused us significant financial and emotional stress. Selling defective vehicles is not only poor business but deeply unfair to consumers who trust the certification process.We respectfully request the Better Business Bureau investigate this matter and hold Regal Lakeland Pre-Owned accountable. Customers should not have to bear the burden of defects that should have been addressed before the sale.

  Business Response

  Date: 12/26/2024

  Thank you for all your information.

  Business Response

  Date: 12/26/2024

  Dear ******* *******,

  Mr. and ************ did buy the car from us back in April of 2024. But to be clear attached are the paperwork that's signed by them and does not include any CERTIFICATION or Warranty. We did offer at that time a VSC but was DECLINED  as well. We definitely value them as a customer and would like to offer them 10% of any service done to their car up to $300 in value. 

  Feel free to call or Email me directly 

  **** Aviso 

  **********

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

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22727657
  
  I am rejecting the response I received from Regal Lakeland Preowned North regarding the vehicle I purchased on April 21, 2024.
  Since the purchase, I have replaced the transmission at significant cost, and now the air conditioning has failed, with the check engine light also appearing. These issues were never disclosed at the time of sale, and the vehicle is clearly defective. The dealership knowingly sold me an unreliable and unsafe vehicle, and their response is completely unacceptable.
  I demand the following:
  The vehicle be taken back at no cost to me.
  Full repayment of the loan I have paid, including any interest or fees.
  If this issue is not resolved promptly, I will pursue all available legal actions.
  Thank you for your attention to this serious matter.
  

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

  Business Response

  Date: 01/08/2025

  Dear ******* *******,
  
  Mr. and ************ did buy the car from us back in April of 2024. But to be clear attached are the paperwork that's signed by them and does not include any CERTIFICATION or Warranty. We did offer at that time a VSC but was DECLINED  as well. We definitely value them as a customer and would like to offer them 10% of any service done to their car up to $300 in value. 
  
  Feel free to call or Email me directly 
  
  **** Aviso 
  
  **********
  
  ***************************************************************

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22727657
  
  I am rejecting this response because this business is refusing to take accountability for selling my wife and me a defective vehicle. Regal Lakeland Pre-Owned knowingly sold us a car with mechanical issues and deliberately chose to withhold this critical information during the sale. As a result, we purchased a vehicle that has proven to be unreliable and unsafe, putting my family at risk. Their unwillingness to address or resolve this situation is unacceptable and demonstrates a lack of responsibility and integrity in their business practices.
  
  
  
  

  Business Response

  Date: 01/15/2025

  Dear *** and **** ********************* style="font-size: 0.875rem;">               We acknowledge receipt of your complaint regarding the vehicle you purchased from Regal Lakeland Preowned North on April 21, 2024. We regret that you are experiencing issues with your vehicle, and we appreciate the opportunity to respond to your concerns. At the time of purchase, the vehicle underwent a thorough safety inspection at our shop, and no issues were detected. Additionally, you were offered a *************** Contract (VSC) for added protection, which was declined.  As stated during the sales process and documented in the purchase agreement, the vehicle was sold as-is, without a warranty. ( attached are the Files that were signed and initialed by you and **** ********.)

  While we understand that unexpected issues can arise with pre-owned vehicles, we must reiterate that the sale was conducted in compliance with Florida state laws regarding pre-owned vehicles. Our team ensured that the vehicle was in acceptable condition for sale at the time of delivery. Given the terms of the sale and the absence of any warranty coverage, we are unable to meet your current demand for a return of the vehicle and full repayment of the loan. However, we remain willing to assist by offering a discounted Employee rate for any necessary repairs or servicing. Please contact me directly to arrange this, should you wish to proceed.

  We sincerely hope to work with you in resolving this matter amicably.

  
  Thank you for your understanding.

  
  Sincerely,

  
  **** Aviso
  General Manger
  Regal Lakeland Autogroup
  **********************

  Business Response

  Date: 02/12/2025

  
  Dear *** and Mrs. ***********************              We acknowledge receipt of your complaint regarding the vehicle you purchased from Regal Lakeland Preowned North on April 21, 2024. We regret that you are experiencing issues with your vehicle, and we appreciate the opportunity to respond to your concerns. At the time of purchase, the vehicle underwent a thorough safety inspection at our shop, and no issues were detected. Additionally, you were offered a *************** Contract (VSC) for added protection, which was declined.  As stated during the sales process and documented in the purchase agreement, the vehicle was sold as-is, without a warranty. ( attached are the Files that were signed and initialed by you and Mrs. *********************** we understand that unexpected issues can arise with pre-owned vehicles, we must reiterate that the sale was conducted in compliance with Florida state laws regarding pre-owned vehicles. Our team ensured that the vehicle was in acceptable condition for sale at the time of delivery. Given the terms of the sale and the absence of any warranty coverage, we are unable to meet your current demand for a return of the vehicle and full repayment of the loan. However, we remain willing to assist by offering a discounted Employee rate for any necessary repairs or servicing. Please contact me directly to arrange this, should you wish to proceed.
  
  We sincerely hope to work with you in resolving this matter amicably.
  
  
  Thank you for your understanding.
  
  
  Sincerely,
  
  
  **** Aviso
  General Manger
  Regal Lakeland Autogroup
  **********************

• Initial Complaint

  Date:12/10/2024

  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.

  We are writing to file a formal complaint against Regal Chevrolet in Lakeland, *******, regarding a longstanding brake issue with our 2023 Chevrolet Trailblazer, purchased new in 2023. Despite multiple attempts to resolve the issue, including numerous visits to the dealership, phone calls, and service requests, I have received subpar service and failed resolutions.Since the vehicle was new, We have experienced constant brake squealing. Despite multiple visits and repairs (listed below), the issue remains unresolved:Sept 27, 2023 Tech claimed noise was "normal."Dec 13, 2023 Brake pads and rotors replaced.Jan 3, 2024 Brake pads replaced.Feb 19, 2024 Brake pads and rotors replaced.Jun 5, 2024 No issue found, despite noise continuing.Dec 4, 2024 Advised to replace brake pads and rotors again, with a quote of $1,300, despite this being a known issue covered under GMs service bulletin.I have made numerous attempts to contact Service Manager **** ******* and General Manager *** ******* regarding this issue. Despite leaving multiple voicemails over the past 8 months, I have not received any return calls. On the few occasions I have received a response, it has been unsatisfactory, with no action taken to address the issue. Furthermore, the dealership has acted dismissively and unprofessionally, including a recent incident where my daughter, a young female, was treated with disrespect in the service department.This ongoing problem has caused significant inconvenience, including wasted time, excessive travel to the dealership, and unnecessary expenses for repairs and service contracts that have not resolved the issue. The dealership has not upheld its responsibility under the original warranty and the extended service contract.I request that the BBB investigate this matter and help facilitate a fair resolution, including the proper replacement of the brakes at no cost to me.Sincerely,*****

  Business Response

  Date: 12/17/2024

  "Thank you contacting us and we have handled the situation with
  " ***** *****" and we appreciate your follow up.

  Customer Answer

  Date: 12/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response from Regal Chevrolet regarding complaint ID ********, and while the proposed resolution is satisfactory at this time, we remain cautiously optimistic. The necessary repairs will be performed at no cost to us, but since the required parts still need to be ordered, we are in a "wait-and-see" situation. If we do not receive further updates within the next two weeks, we will either reopen this complaint or file a new one.

  
  However, we are deeply disappointed by the lack of communication throughout this process. Over the past 8 months, we have left numerous voicemails for Service Manager **** ******* with no response. Despite our repeated efforts, we have yet to receive any acknowledgment or a formal apology from either the Service Manager or the General Manager for this ongoing issue and the failure to communicate.
  

  Thank you for your attention to this matter. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/06/2024

  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.

  After hurricane ****** I was forced to get a new car. I ended up going to regal because Ive used them before. 10/22/24 I went to test drive a 2018 ******* Elantra from regal Kia. I did inspect with my eyes and test drove it. While looking under the hood we questioned an oily substance and was assured that the vehicle would be checked thoroughly. So the vehicle ended up going back for inspections and etc. On 10/28/24 I wrote to them well questioning the inspection I said its too loud and a very uncomfortable ride. But I thought it was the roads we were on. I didnt receive no feedback until 11/4/24. I explained what was happening and they schedule me to come in and speak with sales again. They arranged an appt to have a multi point inspection done. But if it was done I would not be here dealing with this now. Thats what I kept telling them. 11/8 car dropped off and when they diagnosed the car it was indeed a motor mount top passenger side. The part had to be ordered and car went back 11/13. Mount was done and I told them at drop off please check for any other damage from that mount because I dont want to come back. Here we are 11/26 I called in because all my coolant leaked out at work and I noticed a crack in the expansion reservoir. And check engine light came on. 11/29 car was dropped off to be fixed again. They ended up saying I needed spark plugs a coil pack for the engine #4 and the coolant reservoir. But they said the car was inspected and etc. I couldnt get my car because it could have blown up on me. They had my car from 11/29 until today 12/6. I had to use my extended warranty to cover this because regal Kia didnt do the right thing. I know I paid cash and in the beginning I said please check because I cant see a spark plugs. This has been the worst experience Ive had with cars. I dont think it was my fault they lied about doing something. What if I was hurt by this my life is more important. I sent emails text left messages and no one called back

  Business Response

  Date: 01/09/2025

  Dear Mrs. ***************** definitely value Mrs. ******** as a customer and would like to help her on her service thru our store. Please feel free to reach out to ***** ******* or my self and would like to offer her up 30% off any service up to $300 in value.

  Here at Regal we strive to be vigilant and considerate with our customers when purchasing vehicles from us. Every vehicle goes thru ****************************************************************************** situations like this.

  Please feel free to call or email us directly.

   

  Attached are the forms that Mrs. ***** signed showing that the vehicle that she bought from us was sold as is.

  **** Aviso

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22652440
  
  I am rejecting this response because: When I asked the salesman about the oily substance he stated he would mention this when the car goes back for inspection. Mind you he even told me the car just got there recently. So they had to make sure everything was good. My car was back there for over 3 hours. They reassured it will be looked at. If they did a 151 inspection. Wheres the documents why were they not uploaded? I know why I didnt upload them because I never got that. I wouldnt not be so upset if they would have checked. In order for me to be satisfied I need to see proof. I didnt mess up a coolant reservoir, spark plugs or a coil pack. If the car was inspected this would have been found. The same oily substance was there when I checked and noticed the crack. Im not sure why they are staying as in when they never checked. Thats my biggest issue I could have died drying that car! Im going to see legal action as well. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/15/2025

  Dear Mrs. *************** understand your concerns and would like to provide clarification regarding your vehicle service contract (VSC) and recent interactions with our service department.
  At the time of purchase, your vehicle underwent a full safety inspection, as is our standard practice, ensuring that it met all safety requirements before delivery. Additionally, you opted to purchase a VSC to provide coverage for future repairs and services.
  Unfortunately, it appears that payments for the VSC/SPP were not maintained beyond the second installment. As a result, the service contract was not active, which affected our ability to cover the repairs under the terms of that agreement. Had the payments been completed and the VSC/SPP remained active, the necessary repairs would have been addressed under the contract. Please understand that while we strive to provide the best possible service, coverage is contingent upon an active and current service contract.
  If you have any further questions or would like to explore options for reinstating coverage, feel free to contact us or SPP. We are here to assist you. 

  SPP did send an email regarding our issue and states that if you like for it to be reinstated please make the December payment and they will reinstate it ASAP.

  ***We have attached the current bill and states that it failed due to insufficient funds.

  Thank you for your understanding, and we value your business.

  Sincerely,

  **** Aviso

   

  Business Response

  Date: 02/03/2025

  
  Dear Mrs. **************** understand your concerns and would like to provide clarification regarding your vehicle service contract (VSC) and recent interactions with our service department.
  At the time of purchase, your vehicle underwent a full safety inspection, as is our standard practice, ensuring that it met all safety requirements before delivery. Additionally, you opted to purchase a VSC to provide coverage for future repairs and services.
  Unfortunately, it appears that payments for the VSC/SPP were not maintained beyond the second installment. As a result, the service contract was not active, which affected our ability to cover the repairs under the terms of that agreement. Had the payments been completed and the VSC/SPP remained active, the necessary repairs would have been addressed under the contract. Please understand that while we strive to provide the best possible service, coverage is contingent upon an active and current service contract.
  If you have any further questions or would like to explore options for reinstating coverage, feel free to contact us or SPP. We are here to assist you. 
  
  SPP did send an email regarding our issue and states that if you like for it to be reinstated please make the December payment and they will reinstate it ASAP.
  
  ***We have attached the current bill and states that it failed due to insufficient funds.
  
  Thank you for your understanding, and we value your business.
  
  Sincerely,

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22652440
  
  I am rejecting this response because: first of all my payments with that company were up to me and the returned payment was due to my account closing after ****** and me losing my job thats not about this. The problem is that you keep telling me is that it went through this and that but no paper work. Trust and believe I can pay it but what I should have done was just went on Lakeland hills and went through them and got me a new car. Like I did before. This man doesnt show any proof and again Im already in contact with an attorney. Because October to now an air filter will never look like this if it was change. Pictures dont lie but again its all good. Stay on the topic about the upon delivery inspection. I will be having my lawyer involved. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:12/05/2024

  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.

  Regal put parts on car 9/25/23 with a 1 year warranty. I had the car serviced 8/26/24 and they put the identical parts on again. I had put 5706 miles on the car. My husband was ill and we did not travel out of the state that year. I called ******* ******* on 9/15/25. I called ***** *******. ***** ******* (may be the general manager) called me on 10/16/24 . ******* *******, Service Manager, said the parts had a 1 year warranty and they would mail me a check. It was to **** * to 10 business days. This was about 11/4/24. The check never came. I talked to ******* ******* again on 12/2/24 and she said she would get back with me that night or the next morning. She did not. I left another message 12/4/24.

  Business Response

  Date: 12/06/2024

  "Thank you contacting us and we have handled the situation with
  "*** *******" and we appreciate your follow up.

  Customer Answer

  Date: 12/06/2024

  Regal called me to come in today to pick up a check.  Originally they said I would get $637.37.  The check was made out for $429.13.  I took the check and left.  I am not interested in dealing with these people anymore.

  *** *******

  Customer Answer

  Date: 12/19/2024

  Regal called me to come in today to pick up a check.  Originally they said I would get $637.37.  The check was made out for $429.13.  I took the check and left.  I am not interested in dealing with these people anymore.
  
  *** *******

• Initial Complaint

  Date:12/02/2024

  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 8/31/24, I cosigned a Florida motor vehicle lease agreement for my daughter at Regal KIA car dealership in Lakeland. I paid $300.00 as the first car payment in addition to the $9500.00 from my daughters car collision claim. On 9/1/24, I realized that the paperwork prepared by **** ****, the finance consultant at Regal KIA, was incorrect. The lease agreement showed that I had given $260.00 as the first car lease payment, I called **** **** at ************ for several days and left messages that the lease agreement was incorrect. 0n 9/4/24, I spoke to **** to see if he can either give me an updated lease agreement with the correct dollar amount given $300.00, or refund me back the $40.00. He said that he couldnt update the lease agreement so I asked for my refund. **** told me that he had to talk to Regal KIAs corporate office to see if they can send me a check within a week or so. On 9/7/24, I drove to Regal KIA again, and **** asked me for my **** Debit card, the card used to pay the first car payment. He made a copy of the front of my card and said that on Monday that they will credit back the $40.00. On 9/14/24, I drove to Regal KIA car dealership asking for my refund. **** said that he would call corporate about the check on 9/16/24. On 9/20/24, my daughter spoke to **** asking about it. **** said that he will have the check mailed to us the next Monday. On 10/5/24, I drove back to Regal KIA since I still didnt receive a refund. I met with ****** ******, Finance Manager there, and he said he escalated the issue. Gibran said that on Monday, October 7th, he will call me when he mails the check. I received no call from ****** ****** on Monday. On 10/8/24, I called Gibran asking about it, and he sarcastically asked me if i had a cash app to send it right away! On 10/25/24, I spoke to ***, sales manager, and he said that he will let me know the outcome by noon Monday, 10/28/24. I didnt get a call back. I am extremely disgusted with Regal KIA dealership.

  Business Response

  Date: 12/18/2024

  Thank you and we apologize for the inconvenience of my manager's mistake.

  We will handle and provide the difference back asap.

   

  **** ***** will be contacting you.

   

   

• Initial Complaint

  Date:11/19/2024

  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 bought a *** sorento in 2023. I have had an issue with my carplay since month 1 of owning this car. I have gone to *** Regal in Lakeland 4 times to try and fix it and have been given a ring around with my issue. 1st time time I was told to try a different wire, 2nd time they took my usb apart and found no issue, 3rd time told again to try a new wire in which I complained enough to speak to a manager, 4th time the manager viewed my multiple vidoes of the issue but told me they would need to take my car in order to duplicate the issue and then have *** replace my usb. If the duplication isn't done I would have to pay for the rental car that I would have to go get. I am a single mom, I 1. can't afford that nor 2. not have a car.I drive to ***** everyday for work and a issue with my car not displaying directions is a HUGE issue for me. I have been nothing but great to this company and my family continues to buy from them but I am never given a resolution to my issue to a car that is practically still brand new. I have been ignoring this issue and not using my carplay but at the end of the day something needs to be done by this dealership.I reached out to corporate and they email me to go to a dealership. I explained the issue again and they told me to get a second opinion from another dealership. At this point I am tired and just want a still almost new car that actually works the way it should. I don't know what else to do but to contact you all. I have videos but it won't let me upload below because they are too big to attach.

  Customer Answer

  Date: 11/22/2024

  To note my dad just bought a car from them yesterday and he made a point to speak to someone in service about my issues.... for the 5th time and the gentleman at the desk, ****** just shrugged his shoulders and said o well. My dad said how can you treat a customer with an almost new car like this she will go to the BBB and he again shrugged his shoulders and said sorry.

  What terrible customer serivce,

  Business Response

  Date: 12/03/2024

  Thank you for contacting us.

  Upon reviewing her service history, I see that the last time she reported an issue with Apple CarPlay was on 11/17/23. Since then, she had her vehicle serviced on four separate occasions, but there was no mention of the ongoing concern regarding Apple CarPlay. During her last visit, we recommended trying a factory ***** cable to resolve the issue. However, there was no follow-up on whether the issue persisted after that visit.
  If the issue with Apple CarPlay is still occurring, we will need to replicate the concern in order to identify the exact cause of the malfunction. Once we are able to determine which part or component is failing, we can proceed with the necessary warranty repair.

   

  Thank you.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22576380
  
  I am rejecting this response because: I went four previous times and my issue was never resolved. The last time I went which would have been movement 2023 I spoke with the manager in which they told me they would have to replicate it. In December when I got the call for my appointment I was told a rental call would be given to me but I would have to go pick it up and pay for it if no issue was found. I got sick in complaining and showing videos of the issue happening and nothing being done. Especially being told I would have to pay for the rental car if no issue was found.

  i would expect my car being able to be dropped off with a car at the dealership for me waiting to be used while they find my issue. Numerous videos showing the issue havent been sufficient. And I cant be without a car *** pay for a rental.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/13/2024

  Thank you for letting us know about your situation.

  My manager will be calling you to offer a loaner vehicle

  to help the customer out.

   

  Thank you

• Initial Complaint

  Date:11/13/2024

  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 purchased a vehicle from Regal Honda in Lakeland, ** on 28 Oct 2024. 15 days ago. On the 11th day of owning the 2013 Honda Accord, my check engine light came on. I called next day and made a service appointment because I bought a warranty from the dealer the day I bought the car. The next day, someone from service calls and tells me that both of my catalytic converters are bad and will need changed. And because my warranty apparently does not cover it, will cost $4,000. He tells me that he contacted my sales manager and said it wasnt right for me to have to pay anything for the repair because I had just bought the car. The sales manager tells him that the vehicle was sold as is and theres nothing he could do. They are basically telling me so what. Even though they sold me a broken car.

  Business Response

  Date: 11/29/2024

  We have reverse the deal and got his money back. Thank you 

  Business Response

  Date: 11/29/2024

  Thank you for contacting us and we have addressed your concern directly.