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: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.

   

• Initial Complaint

  Date:08/19/2024

  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.

  On Nov 13th 2023 I bought a certified 2019 Honda Ridgeline, VIN No: *****************, for $33.4K from ************************************************************************************** *****. Regal Honda is now denying that they sold it certified. The vehicle was listed on Cars.com as a certified vehicle and I was told in Nov 2023 by ****, the Regal Honda sales **** and by ***, the current sales manager at Regal on 8/13/2024 that it was inspected by Regal to be sold as a certified vehicle. In addition to being certified I was to get two free oil changes to be used at any Honda dealer. On 8/12/2024 I called Ocean Honda In ********* where I live and a service *** named ** denied the free oil change. Ocean Honda looked up my VIN number in their Honda database and Ocean Honda said my vehicle was still registered to the prior owner before me, with no record of it being sold or certified or transferred to me. I was told to contact Regal Honda by *** I have records of my multiple calls dates and names of who I talked to at Regal Honda and all deny it was certified. All calls to Regal Honda have been initiated by me and no calls from Regal were ever returned on their end. In fact, on 8/14/2024 my call to ***, he disconnected. Twice, 8/14 and 8/16, I left messages with the ** named ***** and those were never returned. They completely deny my vehicle is certified, despite paying top dollar.

  Business Response

  Date: 08/24/2024

  Thank you on contacting us about your issue. Do you have something in writing stating that you purchased a certified vehicle.

  We can try to help you with this situation.  I have attached a copy of the Federal Law stating how we sold you the vehicle.

  Please provide any information on this matter to us ASAP.

  Thanks

  Customer Answer

  Date: 09/04/2024

  Regal Honda is in the process of ordering a recall part before certifying my Ridgeline. I called *** in Sales yesterday to get a update on that part. I will call again today. All calls have been initiated by me.

  Customer Answer

  Date: 10/02/2024

  Regal Honda is in the process of ordering a recall part before certifying my Ridgeline. I called *** in Sales yesterday to get a update on that part. I will call again today. All calls have been initiated by me.

  Business Response

  Date: 10/02/2024

  Thank you for bringing this to our attention. We will have ***, and our manager call you.

  American Honda does not give us a delivery date for back-order parts, but I understand you want to have communication.

   

  Thank you

  Customer Answer

  Date: 10/31/2024

  Satisfactorily resolved. Thank you BBB ***********.

  Customer Answer

  Date: 10/31/2024

  Satisfactorily resolved. Thank you BBB ************

• Initial Complaint

  Date:08/12/2024

  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.

  I recently purchased a used car from this dealership back in May. With the car purchase, the finance manager sold me the extended warranty and *** coverage. After the purchase, I looked into their coverages and decided to cancel both the warranty and ***. I promptly received the warranty refund from the third party. It was within the first 30 days timeframe so I was not penalized and received a full refund. I was advised by the 3rd party that the dealership refunds the *** coverage. The cancellation request included both the *** and warranty. I contacted the dealership about the *** refund who advised me it was not their place to issue the refund. I fought for 2 months with the dealership who finally discovered they were in fact the responsible party. I have all the documentation of where I was told that Id receive a full refund of 100%. I submitted the cancellation paperwork in the correct time frame. The initial cost of the *** was $1,000. The refund they provided me was only $713, shorting me $287. I have all the documentation to support my claim. I reached back out to the dealership with no response. The sales manager i was dealing with is *****************.

  Business Response

  Date: 08/15/2024

  Thank you for letting me know and we have corrected the problem...

  Customer Answer

  Date: 08/15/2024

   
  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

  Date:06/30/2024

  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 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 07/04/2024

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

   

  Customer Answer

  Date: 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

  Date: 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

  Date:06/27/2024

  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.

  My oil was changed at Lakeland Regal on my 2015 ********** on 22 Aug 23. On 8 September I drove across the ** to our new home in ************, **. Since then, my truck has driven less than 500 miles. It usually sits with a cover over it in the driveway. On 10 June 24, I took it into Big Apple Automotive here in ************ for an oil change. When the technician removed the drain plug he found the oil pan threads stripped and ground into the drain plug. He called me in immediately to show me the damage and I immediately phoned *******************, the Service ******* at Regal. He said to email him pics and he would get back to me. Three days later after not hearing from him I called *****************************, the Service Lane ******* and she told me to send the pics to her. I then resent pics to her and ****. She stated she would call me back. Eventually was told to get an estimate from ******* GMC in *********** and send it to them. I did that immediately. Once they got the estimate they began to waffle as it was almost $3500. Yesterday on 25 June 24 ******************* left me a message saying they were not going to pay for it to be fixed. I called him back and he was told that since another person touched the vehicle (Big Apple Automotive) that they could have damaged the vehicle. That is highly unlikely as they are the ones who identified the damage and notified me immediately so that I could contact Lakeland Regal. They said they had handed it off to legal and if I wanted anything would have to see them in court.

  Business Response

  Date: 06/27/2024

  Thank you for letter concerning your oil change.

  LT. ******,

  With respect, you had our oil change almost a year ago and you took your vehicle to a ********** shop because of an oil leak, which you didn't disclose to the BBB. 

  They admitted to installing a larger one so If you had ********** work on your vehicle and your blaming Regal. We only use GM parts when we change oil unless its

  not one of our own makes we sell since we have been in business for 48 years.

  So, there is zero chance we stripped your oil pan plug with an aftermarket plug. Your best bet

  would be to contact ***** lube to find out why they inserted the wrong plug.  I can only tell you we repair monthly the mistakes that

  Jiffy Lube and other aftermarket companies that handle oil changes in Lakeland.

  Thank you

  Customer Answer

  Date: 06/27/2024

  That is a lie, never had an oil leak and never went to a *********** Went to Big Apple Automotive for a routine oil change just as stated in emails to *******************, *****************************, and GM ***********************, and in the original complaint on here. When the service technician went to change the oil they immediately notified me of the issue with the drain plug and oil pan and I called ******************* from Regal to inform him of the issue.  The only issue they have right is it has been 9 months since my oil change in *******. How was I supposed to find out about the issue until we attempted to change the oil?  Big Apple automotive did put a new drain plug in as a temp fix after they removed the stripped drain plug from the service done by Regal as that was the only way to get my car back on the road, and it is not leaking now either. 

  Customer Answer

  Date: 06/27/2024

  Here are the original emails to Regal. As you can see no where does it say anything about a **********, it is almost exactly what was filed in the complaint as I cut and paste from the email to the complaint. Only one technician has touched my vehicle since it was service by Regal and he showed me the damage immediately and told me that the folks who changed the oil previously had damaged the drain plug/oil pan. No wherw does it mention a leak and I can send pics of my garage and driveway as it doesnt leak and still doesnt leak even though a temp plug had to be installed after the original damaged part was removed. I still have the original damaged part and can contact the manager at Big Apple automotive for a sworn statement regarding what they found when trying to change the oil.

  Customer Answer

  Date: 07/09/2024

  That is a lie, never had an oil leak and never went to a *********** Went to Big Apple Automotive for a routine oil change just as stated in emails to *******************, *****************************, and GM ***********************, and in the original complaint on here. When the service technician went to change the oil they immediately notified me of the issue with the drain plug and oil pan and I called ******************* from Regal to inform him of the issue.  The only issue they have right is it has been 9 months since my oil change in *******. How was I supposed to find out about the issue until we attempted to change the oil?  Big Apple automotive did put a new drain plug in as a temp fix after they removed the stripped drain plug from the service done by Regal as that was the only way to get my car back on the road, and it is not leaking now either. 

   

  Here are the original emails to Regal. As you can see no where does it say anything about a **********, it is almost exactly what was filed in the complaint as I cut and paste from the email to the complaint. Only one technician has touched my vehicle since it was service by Regal and he showed me the damage immediately and told me that the folks who changed the oil previously had damaged the drain plug/oil pan. No wherw does it mention a leak and I can send pics of my garage and driveway as it doesnt leak and still doesnt leak even though a temp plug had to be installed after the original damaged part was removed. I still have the original damaged part and can contact the manager at Big Apple automotive for a sworn statement regarding what they found when trying to change the oil.

  Business Response

  Date: 07/24/2024

  Regal stands by the ******* ship on the vehicle.

  If you would like to send the paperwork from your ********** visit, you may.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21910135
  
  I am rejecting this response because:  never went to *********** They are still lying and I have already filed court case.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/14/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/30/2024

  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.

  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

  Date: 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

  Date: 05/01/2024

  Invoice ******** attached. 

• Initial Complaint

  Date:04/26/2024

  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 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

  Date: 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.