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:04/18/2024

  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.

  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

  Date: 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

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/22/2024

  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 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

  Date: 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

  Date:03/08/2024

  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 04/17/2024

  Thank you

• Initial Complaint

  Date:02/19/2024

  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.

  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

  Date: 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

  Date:01/13/2024

  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 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

  Date: 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.

• Initial Complaint

  Date:10/25/2023

  Type:Customer Service 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 addition to your team losing my car AFTER I was informed by Regal that Rob had been assigned to fixing it (I can prove this in the form of a time-stamped text message), Rob lied to me and my mother on multiple occasions about fixing our car, leading us to believe we'd get our car back tomorrow, and been making us call you over and over again, sometimes you guys forgot you even had our car, causing me to have to cancel all of my doctors appointments (I'm permanently disabled), and suffer the pain of a fractured foot for more than a week now because I have no way to get to a doctor. Rob refused to apologize for his untrue statements, and made rude remarks about me being disabled. As a business owner, things like that should not be tolerated by you. Thanks for your help. I would like:
  
  1. Some kind of discount for taking so long for repairing my vehicle after stringing us along so far and leading us to believe it was almost ready when you didn't even know when you'd be getting the part. As well as coverage of a rental car until my car is ready.
  2. A sincere apology from management telling me what steps will be taken from Rob to ensure that his rude and irresponsible behavior will not happen again.

  Business Response

  Date: 10/26/2023

  The person that filed this case is not the owner of the vehicle and he was very disrespectful to our employees, we spoke to the owner and explained the delay in parts due to excessive back order from the factory. We also offer to get her a rental vehicle from Hertz at our rate until her part arrived. This vehicle has been repaired and picked up by the customer. 

  Customer Answer

  Date: 11/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This message fails to explain how the car was "lost by **** even though time stamped text messages confirmed that the car was in fact in possession of an employee named Rob. It can only be concluded that Rob lost my car. Therefore had my car been stolen while it was sitting for several days with the keys still inside (according to Ray T***** my usual mechanic), Regal would have been on the hook for it.

  Please read my original complaint. Yes, I was rude to the employees, after having spoken to literally dozens of them (please check your call logs), but only because they lost my car, refused to look for it themselves, and when Rob magically found it and at first pretended it wasn't him assigned to fixing it (long after the time-stamped text message from Rob himself saying it was) sent mixed messages about what was wrong and when it would be fixed, and then gaslight me when I called him out on his obvious lies. 

  Nor does their response include any apology for Rob's dishonest and fire-worthy behavior or mention any penalty he will be facing as a result.

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

  Business Response

  Date: 11/15/2023

  Regal will take full responsibility for Rob's actions, and we apologize for not handling your vehicle after being towed in and unfortunately no one knew where the vehicle was.

  Most tow companies place the keys in the night drop box. They didn't and once we were aware of the situation, we tried our best to handle the repair.  In the future

  please find a shop you can trust to handle your vehicle. We will learn from our mistakes, thank you and have a good week.

• Initial Complaint

  Date:05/08/2023

  Type:Billing 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.

  Bought a Volkswagen Atlas at the regal lakeland used lot. We paid to have all the extra coverage. It included a tracking system incase stolen. We told them we were moving to New York. Once in New York check engine light came on. Took to volkswagen dealer. They could not do anything because of the way persuit system installed. Would have to pay for hour of labor to have it removed. Vehicle less than a year old from when we bought it. Called Regal Kia service where it was installed. Talked to service manager Jeff S**** he said best he could do is send me a check in mail after service is completed and i email him receipt of what I paid. Took them a bit to schedule me but had work done. Paid and emailed receipt to jeff. Heard nothing back. Sent another email , nothing back. Called in morning week later left message , no call back. Called in afternoon and left message and no call back. It was an issue they cause and I performed the resolution he recommended.

  Business Response

  Date: 05/08/2023

  Thank you and **** was out of town and has returned and sent the check.

  Thanks

• Initial Complaint

  Date:05/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business:
  Regal Kia, Regal Automotive Group
  1025 Bartow Road
  Lakeland, Florida 33801
  
  Points of Contact:
  Salesperson: Misael Ortega
  Sales Manager: Robert H****
  General Manager: Sonny Glover
  Service Department: Scott ____
  
  Date of Transaction: 03-25-23
  
  Down Payment: $2,000
  
  Expectation from Business #1: Reliable vehicle without any type of impairment or safety hazard
  
  Expectation from Business #2: Complete disinfestation of the vehicle without return of the problem
  
  Expectation from Business #3: Exchange of vehicles of equal or lesser value
  
  Nature of the Dispute: Roach Infestation throughout the vehicle, in particular, the air vents and dashboard
  
  Despite several telephone calls, personal visits, and email communication, the business has not tried to remedy the problem to a satisfactory conclusion
  
  Vehicle: 2020 Jeep Compass Sport
  
  VIN#: ***************** 
  Please find attached evidence of written and personal communication with the business.

  Business Response

  Date: 05/05/2023

  Thank you for your inquiry and we are handling our customer and taking care of her issues.

  Her vehicle is ready and cleaned and she will pick up today.

   

  Thanks

• Initial Complaint

  Date:03/23/2023

  Type:Billing 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 went to Regal Honda today to get a two items repaired under warranty. I also asked the dealership for a summary of my car warranty coverage and the duration of coverage. When I purchased my car in March in 2020 from Regal Honda I was told the car came with a lifetime powertrain warranty. When I was at the dealership today I was told that I do not have a lifetime powertrain warranty because I got "Too good of a deal on the car "
  Right on the dealership website they advertise lifetime warranty and also state at no additional cost. If there is truly no additional cost why am I not getting a lifetime warranty because I got " Too low of a cost or so called good deal"
  The dealer representative said their was a addendum. I have no signed copy in my records or theirs of a addendum. I feel Regal Honda totally has misrepresented the deal just to make a deal happen. They also said that it would have been a additional 3500 dollars for the lifetime powertrain warranty. It clearly states on their website that there is no additional cost. Please see attached screen shots from their web page. I want my lifetime warranty and will utilize every outlet to get it.

  Business Response

  Date: 03/24/2023

  Thank you and we appreciate your concern but the gentleman you called did not know where to look for your powertrain guaranty.

  I have my Finance Director reaching out to you with your paperwork.

  Business Response

  Date: 03/24/2023

  Thank you and we appreciate your concern but the gentleman you called did not know where to look for your powertrain guaranty.

  I have my Finance Director reaching out to you with your paperwork.

  Customer Answer

  Date: 03/27/2023

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