Service Department's Reviews

4.8

(7,526 Reviews)

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mutaz a.

Lakeland, FL

07/27/2024

Category: Service

Not Recommended – Find Another Dealer

I am writing to share my frustrating and disappointing experience with the Hyundai Lakeland dealership and to bring attention to the unprofessionalism and lack of communication from key individuals within the company.

On June 15, 2024, my 2011 Hyundai Sonata Hybrid stopped working and would not accelerate. I contacted the dealership, who advised me to tow the car to their location. and on June 17, 2024, I was informed that the engine needed to be replaced under warranty, which would take 2 to 3 weeks. Despite the delays, I was told the car might be ready sooner than initially stated.

After the engine replacement, the service team discovered an issue with the flywheel and quoted me $2,400 for the repair. I took my car to my own mechanic, who found that the bolts holding the flywheel were damaged due to improper installation by the dealership's service team. My mechanic contacted the dealership and was informed that there are two types of bolts for the flywheel, confirming that the service team installed the wrong bolts, causing the issue. I had to pay $1,500 out of pocket to resolve this problem.

To make matters worse, I sent four emails to Greg Balasco (Owner, President), Robert Aguinaga (Hyundai General Manager ), and the service manager but received no response. The complete lack of accountability and communication from the highest levels of management is unacceptable and reflects poorly on the dealership's commitment to customer service.

I want to emphasize the severe lack of professionalism and responsibility from the dealership. This experience has caused me significant stress and inconvenience, and I am left with $1,500 in expenses due to the service team's mistake.

I strongly advise against using the Hyundai Lakeland dealership for any service needs. Their unprofessionalism, poor communication, and lack of responsibility indicate a serious problem with how they conduct business. This experience has not only cost me money but has also damaged my trust in their services.

mutaz a.

Lakeland, FL

07/26/2024

Category: Service

Not Recommended – Find Another Dealer

mutaz a.

Lakeland, FL

07/26/2024

Category: Service

Not Recommended – Find Another Dealer

Kathleen S.

Lakeland, FL

02/23/2024

Category: Service

Uneventful

Trying to buy a Santa Fe Cruz or Lease, have a 2021 Santa Fe with only 20,000, offered low $16,000 was told to go to Car Max and bring their offer back? Must be new management !

Kathleen S.

Lakeland, FL

02/23/2024

Category: Service

Uneventful

Trying to buy a Santa Fe Cruz or Lease, have a 2021 Santa Fe with only 20,000, offered low $16,000 was told to go to Car Max and bring their offer back? Must be new management !

Kathleen S.

02/23/2024

Category: Service

Uneventful

Trying to buy a Santa Fe Cruz or Lease, have a 2021 Santa Fe with only 20,000, offered low $16,000 was told to go to Car Max and bring their offer back? Must be new management !

Holly L.

Zephyrhills, FL

01/17/2024

Category: Service

Tire not mounted properly; resulted in safety issue

I would give zero stars if I could. I had a routine (pre-scheduled) service appointment at 3:15PM for an oil change, tire rotation and for them to inspect a tire that had a slow leak. I was told they did the oil change, rotated the tires and replaced the tire with the slow leak and it would soon be ready. By about 4:15PM I was out the door. Rae, the service advisor, the assistant service manager and the technician all left at the same time. As I pulled out on to Memorial my car was wobbling. I drove it a bit, and ended up on the side of the road close to Victory. I immediately called the dealership back. A girl in sales answered the phone, and as I was talking to her I got out of the vehicle and saw the problem. The tire was not "popped" onto the rim properly. The girl on the phone told me that service was closed and that I needed to call roadside assistance. I called roadside and they said all they could do was tow me back to the dealership. I called the dealership back and spoke to someone else in sales, who told me to "find a tire and wheel center that was open and drive there so they can fix it". She also told me that they texted the service manager but there was no guarantee that they would get back to me. I hung up, and I sat there trying to figure out what I could do and not be without a vehicle. I called back and spoke to yet someone else in sales, who told me to get my vehicle towed to the dealership and then call an uber to get home - to Zephyrhills. I demanded to speak to a manager. That's when I got the experience with Andrew, a very rude and very disrespectful man. He spoke over me, yelled at me, and said "we're doing everything we can for you!". And "you need to get your vehicle towed here and then just call an uber to get home, and the service manager will deal with this on Monday". I explained to him that I used to work at a car dealership, and the way that HE as the dealership manager should have done was offer to help me get my vehicle towed there and then offer at the least a loaner vehicle. This was a safety issue and his dealership did not put the tire on correctly, which could have easily resulted in not only the tire blowing, but damage to my rim, and possibly a wreck. He wasn't concerned with this, only that it wasn't his job, and that it was service. So, after this I gave up on them. It would be a couple of hours before roadside could get to me, so I started calling around and came upon Pep Boys on N 98. I drove the 0.7 miles there, and they fixed the tire. I'm not giving their names in this review, but I will on theirs... The mechanic told me that if I drove home on that tire, chances are that it would have blown, and would have definitely ruined the rim, and there's a good chance it would have caused me to wreck or worse. And because they wanted to ensure my safety, they put the wheel/tire on the balancing machine. It wasn't balanced. Photos attached, before and after. 5 1/2 hours after my appointment time, I made it home safely. No one called, texted, or checked in. I was promised a phone call from the service manager first thing Monday morning when they opened at 7:30. Instead, it was crickets until shortly after 11:30AM when I got a call from Jim Hancock, the operations manager for Lakeland Automall. I told him everything as I have here, and he agreed with me on what should have been done. First, if you're a manager and you get notified that a customer is on the side of the road because of a safety issue that one of your mechanics caused, you call the customer and figure it out and at least attempt to help. As a dealership manager, the dealership is your responsibility, act like it and try and help. Jim agreed that a loaner vehicle and towing assistance should have been offered. I'm not sure who the mechanic/technician is but he needs much more training before touching a vehicle ever again. Then I was informed that the info on my paperwork wasn't even for my vehicle but another...it said it was driven 6 miles to ensure problem was fixed. I'll never go back.

Brian F.

Valrico, FL

03/21/2023

Category: Service

WARNING - Hyundai Lakeland .... A total disaster - WARNING

Hyundai =Shockingly poor customer service... imagine your car losing paint within 2 years of being new and after thousands of complaints Hyundai finally admits a huge manufacturing mistake and issues a warranty extension and then abruptly deny warranty coverage after sending you a letter that "you are covered".
My dreadful Hyundai story... The white paint started peeling on my 2017 Hyundai Elantra in May 2018. Visited Hyundai Lakeland 4/4/2019 and was denied paint (excuse given warranty over 35000 mileage). Received paint warranty extension notice from Hyundai Corporate in Feb 2023. Was denied warranty because it was out of warranty for 5 months. In summary, Hyundai issued a warranty extensions notice to a car owner 4 month after the warranty expired. Despite the fact of proof that the paint started peeling in 2018 a year after the car's new model year. Lakeland service department was useless booked an appointed for car repaint (went to dealership 3/7/2023). Was told "no problem, we will repaint it and we will give you a loaner car too". When I showed up on 3/21/23 no loaner car, no warranty coverage and no one in management to talk too. (despite the fact that someone at the dealership made the decision). They gave me a 1800 Hyundai corporate number to call and said basically... "get lost". I peeled off the vinyl wrap (a 2 day job) at car dealers request and now have a car with exposed bare metal. The car has been a complete embarrassment to drive since 1 1/2 years of being new. Wife in tears... is this the way you want to be treated? Just shameful ! Car dealers spend millions of dollars on advertising but when they mess up and have an opportunity to make it right.... they have zero interest. Is this the way a car company should build brand loyalty?

Justin C.

Plant City, FL

10/15/2022

Category: Service

Terrible experience at best

If it were possible to give a 0/5 that wouldn’t even begin to explain the terrible experience we had with Harold and the service department at Lakeland Hyundai. To be brief, our car is only two years old and had to be towed in due to a shutter and shutdown that occurred last week. After we received notice that our vehicle had been dropped off to the service department by the Hyundai tow service, we didn’t hear from an advisor for upwards of five hours. After the five hour period, Harold contacts us by phone, only to let us know that our vehicle had been sitting in one of their parking areas running idle for the past five hours. Also noting that they could not find it, which resulted in the gas light being on. Already flustered that our vehicle has been left running that long without anyone knowing where it was located, Harold informed my fiancé that it would be a day or two before our vehicle was able to be inspected, but everything would be covered by our warranty and package plan, even though no one has even looked at the vehicle yet.Two days go by, we have heard no updates from our service advisor, and have reached out twice by phone call and several times through the texting app just to see if it had even been taken back into the shop. Finally Wednesday afternoon, we receive a single message saying nothing has been done yet, and that was only after we had to reach out to the service manager stating that her service advisor is not responding, to receive nothing back from the manager as well. We finally receive a phone call Friday morning, unable to answer due to work, we receive a message to the app directly after that call with no voicemail from Harold stating the car is ready for pickup, with no clue if something was actually wrong with the vehicle or if there was a resolution and no detail to what happened. So today when we arrive to pick up our vehicle, we are informed that we have a bill that needs to be cleared for the services rendered on the vehicle and a note stating to claim $5 as well for the gas light being on prior to the services done. When I say the audacity of a business to attempt to SCAM customers like that, is insane. Especially since those phone calls we attempted to make throughout the week were in reference to how much gas was remaining in the vehicle after it was left running idle.The vehicle was dropped off with gas in it, but of course sitting in a parking lot RUNNING for five hours would waste some if not all of the gas that was in the vehicle when it was picked up by the tow company. At this point my fiancé is flustered and asks to see the maintenance inspection with results since it was claimed they did an inspection within the repair order . We received no such inspection sheet. He also asks to see the call log where Harold called and explained any billing, which he obviously didn’t. He than asks to speak to either Harold or the service manager, as the woman behind the counter sits dumbfounded. The only person in this whole process that seemed to understand the meaning of customer service was their advisor Sami. As he listened to why we were flustered and apologized constantly and it wasn’t even his fault. After leaving the service department, while driving my fiancée happened to notice that all four tires were displaying different PSI 33,31,34, 30, there was no service sticker placed In the windshield and service interval was not reset. Yet within the Repair order in the notes it reads that the tires were all reset to 36 psi, service interval reset and sticker placed in the vehicle. This became quite alarming because now we are unsure if the service or diagnosis were even performed. My fiancée had to perform an entire inspection on the vehicle, only after having the vehicle with the MANUFACTURER dealership for FIVE days.The entire experience was a joke and I truly hope that Hyundai hires people capable of customer service because the people we unfortunately had the privilege of working with have no clue what they are doing.

Cindy C.

Fort Myers, FL

09/06/2022

Category: Service

Hyundai Ioniq5

Picked up a new Ioniq5. Drove from 2 hours away and this is an electric vehicle. I was give only a 42% charge (sticker said car will have a full charge) apparently not important for them to charge it. It took over 4 hours to get home since I had to keep looking for a charger (one didn't work, the other one i found barely worked) and had to drive in ECO mode off the highway to conserve the battery. Arrived home with 24 miles left eeeek. Luckily we have a charger in the garage. Beware if you are picking up an electric vehicle at this dealer. You should recieve the same treatment as a gas car, but they do not know enough about the vehicle. they should watch youtube or the facebook group and be up to speed.
We purchased a Tesla 2 years ago and picked up the car 2 hours away (now they deliver it to your door) and it had a full charge when we pulled away. Not too much to expect.

Ken S.

Davenport, FL

08/19/2022

Category: Service

Incredible service and kindness

I want to thank Jessica the service manager and her staff for excellent service. There is no one i trust more with my car. Thank you Lakeland Hyundai and Jessica for your service.!!!!!!
all the best,
Ken Scialoia

Ken S.

Davenport, FL

08/19/2022

Category: Service

Incredible service and kindness

Wendy M.

Plant City, FL

08/09/2022

Category: Service

How many cars before you get it right?

Dear to whom it may concern—
My name is Wendy Mims, if you were to look me up on the fb site for this place you would definitely find some poor reviews. As well if you just Google Hyundai Lakeland. Let me give you a little history….

Issue #1: I purchased my first from them. From an amazing salesman named Jason. I sent 14 people to Hyundai. Including a ton of family and everyone purchased, I actually made a good amount of money from the refer a person thing they had going on. Anyway, My first brand new car. I was so proud of it. One day it wouldn’t crank and I towed it to Hyundai. THEY LOST MY CAR (read the review). That was a mess.
A few years later I purchased another Hyundai from a private individual. A sonata this time. Took it in for recalls. Ended up being on the motor replacement list. Had a private company replace the motor cause Hyundai Lakeland seen no issue lol. Hyundai reimbursed me. (Thank you) but if I had listened to the guys in Lakeland I would have been screwed. (A little insite there)
Purchased yet ANOTHER Elantra (one I hav now). Had some issues. Dalton kept telling me to bring it back when it happened. It was sporadic so impossible to do. Went to another Hyundai dealership, they fixed it the same FIRST visit that I brought it in. (This is why you haven’t seen me Dalton, however still waiting on that call for my headlight recall, 6 months later).
But the icing on the cake was TODAY. See when it involves my family there is an issue. Especially if it could kill them. My sister, Kimberly Cumbie brought her car to Hyundai a few weekends ago. Dalton told her “nothing was wrong with it, when he done it again bring it back”. This is his famous line I’m learning. She took it cause it’s going thru oil like crazy and it’s stalling, when you hit the gas it doesn’t want to move, hesitant. She explained to dalton and he said “bring it back after 1000 miles”. She told him it would blow the motor, due to no oil, he said “we will cover it”. Last night at 600 miles she text me “there is no oil in the car”. I told her then TAKE IT BACK TODAY. So she did. She was given her car back again with 3 quarts added and told dalton was a no call no show. This makes me giggle a little. Dalton you were a no call no show when I came back with mine. Is this how Hyundai is training there “top” service techs? Beat around the bush til the warranty is gone? Then boom shit out of luck? Or is this just Lakeland? I really want to know that. Secondly. Do I need to climb the ladder again to get this car fixed? It’s not an old car. It’s in warranty. Oh let’s talk about warranty. When I called and asked the young lady what the warranty was (now remind you, I know what the warranty is, I’ve had quite a few) she told me “ five years on the motor”. Ummmmm. Is this how y’all are teaching them? Maybe some actual training classes would be a start. The warranty is the whole reason we purchased a Hyundai. Or once the employees know the warranty the goal is not honor it? I guess my question now is.. WHAT ARE WE GOING TO DO ABOUT THIS? Honestly I wouldn’t loose Dalton, sounds like he’s saving y’all a lot of money in the long run. GET IT TOGETHER!!!!

Ovidio A.

Lakeland, FL

07/25/2022

Category: Service

Worst Financing Manager and Account Dept.

I know new vehicle inventory is scarce these days; however, if you want to avoid an unpleasant experience, I recommend NOT to go to Lakeland Automall Hyundai/Genesis dealership. I had the most disagreeable experience while buying my new 2022 Genesis GV80 at that location. Everything seemed friendly until I met the Finance Manager, ElVIS SULFRIDGE, the most unethical, disrespectful, and lack of integrity individual I have ever met on my more than 30 years buying new cars. This person disrespectfully tried to impose the dealership financing option while I had so many other and more advantageous options myself. From that moment everything when south. Although I provided the Dealer Funding Request from my own financing institution to the dealer on 9 May 2022, the accounting department actually requested the fund on 2 June 2022 (the approved loan was about to expire). Besides that, this dealership required me to pay a 20 days payoff amount for my trade during the negotiation (not the usually 10 days); however, the accounting department paid off my trade more than 30 days later (a late fee was already added to my previous vehicle account because of the delay). This dealership’s account department is by far the worst I’ve ever seen. From 1 to 10 I rate Lakeland Automall Hyundai/Genesis 1. Avoid this location.

Ovidio A.

Lakeland, FL

07/24/2022

Category: Service

Worst Financing Manager and Account Dept.

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