Complaints

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

close

Find a Location

Regal Lakeland has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/09/2023

  Type:Product 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.

  Please see the BBB Letter attached for review that details my concern. Please note that any and all contact by the business should be only in writing to my email.

  Business Response

  Date: 02/23/2023

  Thank you for your information.

  Ms. ******* is correct on everything she has mentioned other than she would not allow Regal Kia to pick up the vehicle to check what was completed by our technician. She refused and we never heard back other than receiving

  this complaint from the BBB. Since she had the vehicle brought to another repair shop and they replaced the fuel pump they we installed, and we did verify that it was done. We have sent Ms. ******* a check for the same job that

  she completed at Regal Kia.  We apologize for any inconvenience and wish she would have allowed us to check and correct the problem if it was our workmanship.  

  Thank you.

   

   

   

  Business Response

  Date: 03/09/2023

  Ms. *******,

  I'm responding to your rejection letter and the person who we reprimanded for this incident is no longer with the company. If he lied to us about calling you to pick up the vehicle, then you are correct and

  and we apologize if we stated this in the letter about not being able to pick up the vehicle based on his misinformation.  We have tried to call you several different times and left messages to apologize over the phone. When you have time if you would like please return the call at your convenience.

   

  Thank you.

  Customer Answer

  Date: 03/10/2023

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

• Initial Complaint

  Date:01/18/2023

  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.

  On November 6th me, my mom, and my grandmother "bought" a car from Regal Kia. We completed the application, gave all of our information including but not limited to pay check stubs, insurance information, social security numbers etc and were told we were approved for a vehicle no money down, signed papers that evening and left. On November 7th I picked the car up with no issues. On December 21, 2022 I contacted Kia ******* because I needed to know how to pay my upcoming car payment and I hadn't received anything with an account number. Kia ******* asked me to contact ********************** regarding my vehicle. I was then told that my deal wasn't completed and I was riding around in a Regal Kia vehicle and my deal wasn't completed. This was the first time I had ever heard this, no-one from Regal Kia had reached out to me or even discussed that there was an issue with financing. On Saturday December 31st, Srecko from financing texted me and requested that I send him my paycheck stubs again. I questioned why he needed this and was never answered. Later that afternoon I was told that the deal had changed and we needed to come sign the new contract. On Monday January 2nd, we waited for 3 hours and signed a new contract for this vehicle. I asked several times why things changed and was never given a definite answer. We signed the new contract and were told that everything was ok. Two days later, Srecko called and said that Kia ******* no longer wanted to finance me and I needed to bring the car back. Regal Kia has run my credit 7 different times, I paid insurance on this car and when I contacted Kia ******* I was told that they never received an application on my behalf so they can't tell me why I was "denied" for financing. My issue is now that I'm without a car and can't go to another dealership because this one has ransacked my credit. I've tried to contact the general manager to get information and ***** will return calls or emails.

  Business Response

  Date: 01/20/2023

  Thank you for your inquiry about *************************. We have attached the information from her application that caused Kia ******* and other banks not to approve her loan.

  Her income of what she listed and signed for, did not match the banks who called for verification.

  In the future, she has been approved and can purchase a vehicle that meets her income bracket based on several banks' recommendations. Regal Kia does not offer financing.   

  Thank you.

  Any questions please call **** Aviso our finance director at Regal Kia.

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18828173
  
  I am rejecting this response because: There are 3 issues that havent been resolve. Issue 1 is the fact that no one communicated anything during this process. No one ever said your income doesnt meet the requirements or suggestions of different vehicles. I was told absolutely nothing.  I would suggest some communication professional developments.

  The second issue is  that if I wasnt approved for financing why did I receive a tag for the car last week? Why do I continue to get welcome to *** emails and mail? Is this tag registered to me? Why would a tag be issued for a car that wasnt sold? It seems like someone is doing some shady stuff to me  

  
  Third, I am still getting mail from credit places. You ran my credit upwards of 15 times! I have 7 inquiries (as of today) showing up on my credit. That will take years to drop off your credit. Do you run everyones credit **** times? Or just mine? 
  

  I look forward to hearing from you and learning as to why you ran my credit so many times and why a tag that is registered to me for a car I dont own is sitting at my home. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/01/2023

  Tell us why here...I am rejecting this response because: There are 3 issues that havent been resolve. Issue 1 is the fact that no one communicated anything during this process. No one ever said your income doesnt meet the requirements or suggestions of different vehicles. I was told absolutely nothing.  I would suggest some communication professional developments.

   

  We have explained to you about the overstated on your behalf. This has nothing to do with Regal. Once you submitted the information that was incorrect, the banks consider the information as false.

   

  
  The second issue is that if I wasnt approved for financing why did I receive a tag for the car last week? Why do I continue to get welcome to *** emails and mail? Is this tag registered to me? Why would a tag be issued for a car that wasnt sold? It seems like someone is doing some shady stuff to me.

   

  We want to sell you a vehicle, so based on everything you provided and the procedure the banks use to approve our customers financial packages, we assumed you would be approved. That's why you received the emails from our company and the tag information. Once you overstated your income and the bank verified that what you signed to, was not true, they turned down the loan. 

  
  Third, I am still getting mail from credit places. You ran my credit upwards of 15 times! I have 7 inquiries (as of today) showing up on my credit. That will take years to drop off your credit. Do you run everyones credit **** times? Or just mine? 

  Yes, my team was doing their best to get you financing for your purchase, we will send the banks a letter on your behalf asking them to remove those extra inquires, we will send you a copy with 72 hours. As stated, before based on your accurate income, we have on another vehicle approved for you.

   

  Thank you

   

   

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18828173
  
  I am rejecting this response because:
  I would like the tag not registered to me. Its funny how my information was fake or a lie when I went to another dealership that had no issue getting me approved. Make sure this tag is not listed in my name. In the future you shouldnt run someones credit 10 times to destroy their credit. 

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

• Initial Complaint

  Date:12/26/2022

  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 had bought a vehicle through the Regal Chevrolet dealer around January 15th, it was used with ****** miles on it. I had not been in the vehicle yet because it was being worked on and I was assured it was only minor things that needed taking care of. It took about a week but I got the vehicle and was told there were transmission issues but they were fixed. Less than a week later the vehicle had transmission issues and was undrivable and had to be towed. I got the vehicle back again but in April it had the same exact transmission issues and again was undrivable. The first 2 times they 'fixed' my car they put in a used transmission. The third time in April I'm not sure if the transmission was used or not but the transmission only had a 6 month warranty. It's now December and I am having the same issues so I had the vehicle towed there. They quoted me **** for a new transmission with a 12 month warranty but this is also the fourth time my vehicle has had transmission issues since I purchased it. I want to hold them accountable for selling me a vehicle that I was under the impression would work and hold them accountable for the work they have done on my vehicle, because whatever they have done to it is obviously not working.

  Business Response

  Date: 01/24/2023

  This vehicle had the transmission replaced over 12 months ago, the transmission only come with a 6 month warranty. We offered to help the customer by discounting the cost of the repair and they declined. 

  Attached is the customers copy showing the 6 month warranty. 

• Initial Complaint

  Date:12/24/2022

  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.

  I was having issues with my car stalling in the beginning of Sept 2022 so I took my car in to see what the issue was. They gave me a list of things they believed my car needed, to help with the issue. There was also a recall at the same for a brake replacement kit which they informed me was on back order. It is December 24th 2022 and I have yet to get my vehicle back or any information in regards to a time frame on when I would maybe be getting my vehicle back. No contact from the dealership unless I go in and speak to them in person.On top of that I applied for a loan to get my car serviced for the things they recommended, which they were paid for. and they have yet to make the necessary repairs. Every-time I go in there they tell me they don't know when I'll get my car back. This is unacceptable. There are hundreds of cars being produced to sell at car dealerships but to get a piece for my vehicle that has been paid off since july of this year has no estimated date on when they'll have them ready.

  Business Response

  Date: 01/05/2023

  Thank you for your inquiry. The situation that is occurring is a manufacturing issue and we have asked *** to give ** an update. We are sorry for the inconvenience and will get back to you once *** notifies **.
  Thank you

• Initial Complaint

  Date:10/11/2022

  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.

  Took my car in for oil changed a regal kia Bartow rd in Lakeland fl they brought out a list of everything wrong main thing front alignment so I got it done car was shaking over 50 mph and making rattling sound took my car back 3 times for them to fix waited for hours one time 8 hours still was doing same thing ask to speak with manger he told me oh well they say it's the wheel axle it's almost $1800 to get fixed I told him well on all my documents how come that was never on there and this is something they check for on inspections so he really didn't know what they looked for on inspections so I told them it's under warranty as I waited for Mandy to to verify it she came back and said it wasn't so I left and called and it was covered under warranty so I called back and told her so she called back and said I was right it was so now I'm feeling like they just wanted me to pay out of pocket I told them I did not want same mechanic working on my car so after it staying over night car still doing the same thing these people are messing up a lot of people card so many people where there complaining about their cars being messed up I want them to refund money from my warranty to service payment plan so that I can take my car some where else to get fixed right I just want my car to work like it did when I drove in for that oil change that day
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/13) */
  We are currently working Ms.********* with her issue.

• Initial Complaint

  Date:08/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from the used side of regal and I traded my car in for it put down 500 for it as well and I broke down on me not even a week later when that happened I was let go from my job because no one was there to help me I tried to trade out of it tried to see if I could get a different car the same price but they wouldn't let me they gave me rentals even though I was under the age limit and I brought it in for the same problem (overheating) more than 4 times and they kept it for more than 2 weeks at one point I struggled to pay my bills because the car was given to me defective and now I'm out of a car and I was scammed regal is TERRIBLE they should be shut down for how rude and dishonest they are they saw a young women come there and they took advantage I want my car back
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Mrs. ***** came in on 05/12/22 after approximately 3 months from purchase of her vehicle with a overheating concern that we initially inspected this vehicle December of 2021 with 107000 miles. I discussed this matter and agreed to put Mrs. ***** in a loaner vehicle and take care of the issue. We replaced sprockets, water pump and also flushed out the cooling system. On 07/15/22 mileage 112933. Mrs. ***** came back in saying that the vehicle was over heating again but did not want to wait and demanded a loaner vehicle. In the process of putting her into a loaner vehicle she advised us that she did not have Insurance so we could not put her in one, so she left and didn't come back.
  We would be happy to look at the vehicle if she wants to drop it off. We will not be able to provide her with a vehicle.

• Initial Complaint

  Date:07/28/2022

  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.

  I tried to order a vehicle from this dealer and they wouldn't do it unless i buy a package from them a $3500 package that I told them i do not need, unfair business practice.
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/01) */
  Thank you for contacting Regal Kia about the pricing on the new vehicle. We do not force anyone to purchase any vehicle. We offered a lifetime guarantee and other items that are listed on the offer to purchase sheet that was added to the MSRP. This was our suggested asking price. **** ******* has free will to purchase the vehicle anywhere she chooses. She had the ability to walk away and not purchase the vehicle with no hassle. No one forced her to do anything. Thank you and have a great day.
  
  
  Consumer Response /* (3000, 7, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Of course no one can force you to buy a package that i do not want, But at the same time your dealership denied me the opportunity to order a vehicle unless I agreed to purchase the $3500 add on package, which I clearly said that I do not want,
  I have it all in writing the conversation between me and the sales manager, however after filing numerous complaints the GM Mr S**** reached out to me and said he would order me one at the MSRP and without the $3500 add on.
  It hasn't happen yet so I will follow up with BBB after I'm successful in ordering it.
  
  
  Business Response /* (4000, 12, 2022/08/16) */
  Thank you for contacting Regal Kia about the pricing on the new vehicle. We do not force anyone to purchase any vehicle. We offered a lifetime guarantee and other items that are listed on the "offer to purchase sheet" that was added to the MSRP. This was our suggested asking price. **** ******* has the free will to purchase the vehicle anywhere she chooses. She had the ability to walk away and not purchase the vehicle with no hassle. No one forced her to do anything. Thank you and have a great day.
  
  
  Consumer Response /* (4200, 14, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They keep circling back to not forcing anyone to buy however what they won't admit is that they will not sell you a vehicle unless you want to buy their shady add on package, this is where they need to be exposed for their shady practices

• Initial Complaint

  Date:07/23/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  R/O # -***********
  I told Megan (service advisor) in great detail that my car's AC wasn't working & that a previous mechanic said it was due to an electrical issue. On 6/9/22, Megan advised problem found & it would be $2K to fix. I was surprised because I expected it to be more & approved the service. The end of June, Megan called & advised it would be an additional $4K to fix because they installed the AC part but it didn't fix the issue. So I told her to have them take the part out & give me the car back & she said they couldn't do that. This was beyond frustrating because SHE TOLD ME $2k would FIX the AC and now they were forcing my hand. The options they gave me was to pay $6k to have the car FIXED, trade the car in and get $500-$1k for it or PAY $2k & take my UNFIXED car. So I chose to trade. But on 7/14, I go there & Shane says I have to pay out of pocket & they can't give me anything. I became frustrated, explaining that I already spoke to multiple reps (Fresh, Ryan, Austin, etc.) & they said Honda would pay me. Shane goes to Levi (the director) to handle this and while Levi speaks to Megan elsewhere, after an hour of just sitting in waiting area, I ask someone for assistance. Thomas (manager) "helps" & says he was able to reduce the $2k to $1,700. I explain AGAIN my situation & he continued to justify their lack of customer service, pointing out that I approved the work to be done (see attachments) & that none of the services said an "electrical" issue was getting fixed & that I knew it was an electrical issue. I explained an avg customer wouldn't know what jargon to look for. MEGAN SAID $2K WILL FIX IT. But we went in circles about not seeing the word "electrical" & me asking him to just listen to the recorded calls. I left with nothing resolved & he never called to follow up as he said he would. So days later, I paid them $1,758.67 to take my UNFIXED car that I NEED FOR WORK. I'm requesting billing adjustment to only pay max of $400 for diagnostic fee.
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/07/27) */
  Thank you for bringing this to our attention. First,your vehicle was towed into our dealership and you did explain that a person was working on your vehicle behind his house and had had it for several months and could not fix your car. You mentioned your AC system was a problem but your vehicle would not even start we had to push it in from the street and have our technician start on it. Meagan did explain to you that in order to check the AC we would have to bypass a module first to see if it was truly an electrical situation she did also explain in order to get to the second part of your AC system that you'd have to pay for the first part (control module)so we could get to the next step of correcting your AC system you agreed and we moved forward. That's when the second estimate comes in where we found additional work to have the AC system work correctly, you declined the work which is understandable and at the same time you tried to trade the vehicle and you wanted to use the repair bill to be paid by the trade in which at that time you had not paid the bill. Once you and the sales manager disagreed on that process you didn't want to just to remove your vehicle from the property and he lowered your bill from 2200 to 1700 still trying to make a deal with you. Regal did its part of the repair order that you agreed to and now you know if you would like to have your vehicle fixed somewhere else, you now know what the true problem is since we fix the first part . Also remember that you have Different Vin numbers attached to your car including an ECV that is not even registered to this car whoever you had working on the car has taken quite a bit of shortcutcuts and there's nothing we can do as a factory dealership is to go by the book and putting the car back to correct a assembly. I'm sorry that we cannot lower your bill to $400 because the part in the labor in the time of installing and checking out your system was a breakeven job for our dealership.
  Wherever you bring the vehicle to have it corrected you're more than welcome to have a local technician call us if he needs any information about your vehicle. Thank you and have a good day.
  
  
  Consumer Response /* (3000, 7, 2022/07/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'll say it once again and if you're not willing to do it, then there's no need to respond back. Please listen to the recorded conversations I had with Megan. If I was told the work would possibly not fix the issue, I would've only paid the diagnostic fee and took my car back. I was sent the work order to review (in screenshots) and I called Megan to inquire about it and told her it was cheaper than I thought it'd be but if it'll do the job, let's do it. She never once said anything about additional work may be needed. That was the entire purpose of getting a "diagnosis". So I assumed it had been diagnosed and the work order she sent me was the fix. She never said otherwise. Like I said, listen to the phone calls. Thank you.