Samantha Giddens

Thank you for your rating and review. If we can do anything, don't hesitate to ask... we're here to help!

Hi William

Chris Haggstrom, Lakeland Hyundai Service Manager will be reaching out to you regarding your concerns. His direct line is 863-577-5122. We apologize for your inconvenience and every customer should be notified of the estimated time to complete any service. We are sorry that this was not part of your recent visit process and will be addressing this concern with every service advisor and employee. Again we apologize for the lack of communication regarding your recent service visit and we hope we can earn you business in the future. If we can do anything, don't hesitate to ask... we're here to help!

Dear Mr. Hermansen:

Thank you for reaching out regarding your concerns. Yes, it is true that we do not carry every warranty part in-stock and although our parts department is on premises, sometimes communication between departments is not always the best it can be. This is something we continuously try to improve and notify customers of both warranty and recall information.

We apologize for the delay and that you had to return to get your warranty work done. Unfortunately, with some parts, we cannot pre-order and have everything in stock. We know this is an inconvenience and we are working with the manufacturer to help eliminate this problem in the future.

Thank you again for your business and comments. If we can do anything, don't hesitate to ask... we're here to help!

Hello Ruth

We're not sure exactly went on during your trade-in evaluation. We can certainly discuss with you further and have a manager get with you. We know you received this survey because of a recent Lakeland Hyundai Service appointment - we certainly hope that appointment met all of your expectations. If your service appointment had problems, please let us know so we can help improve our customer service.

Did you value your trade on-line? Did you use the KBB or Black Book tools to get an estimated value? Was the appraised value different than what you had expected? We would like to help with your concerns further. Please don't hesitate to contact us... we're here to help!

Dear Betty Reese:

Thank you for taking the time to complete your recent survey from Lakeland Hyundai Service. Please accept our sincere apologies for the inconveniences we have caused during your recent visit. We did want to address each of your concerns individually as we feel they are important to us and our business.

1) Recalls should not take two appointments when you already have the customer information and a copy of the recall - Just order the parts and make one appointment for the customer. This waste the customer time.

We do sincerely apologize. In no circumstance should you have been told that the recall part was in-sock without physical confirmation from a Hyundai Service Advisor and a “hold’ tag placed on the part for your scheduled appointment. We have worked hard to train our Service Advisors, Porters and Technicians to address all concerns with professionalism and honesty; the fact you had to reschedule due to misinformation was a lack of true professionalism.

2) Service department - not friendly, seems like they do not enjoy their jobs, liked forced to work together.

It is unfortunately that you feel our staff does not work well together and we did not greet your concerns with a positive and eager attitude. We strive every day to exceed the expectations of our customers and we apologize that we did not exceed your expectations.

3) If call center is making the appointments - Fire them. My last appointment I asked if they had the part in stock and they said yes and when I got there, the part was not in stock. My second time doing this.

We do have a 3rd party call center company handle overflow and after hours appointments; because of your concerns we are evaluating other options and hope to have a more formidable solution in place shortly.

4) Talking to other customers waiting - one lady had been waiting over two hours for an oil change.

Typically we inform our customers an oil change can take 60 to 90 minutes depending on how many appointments have been scheduled at the same time. This time is realistic so we have time to complete a full vehicle inspection, notify the customer of any outstanding issues or concerns and wash the vehicle. We cannot say waiting two hours for an oil change only has not happened, but all of our Service Advisors are trained to notify the customer of any delays so they are not waiting endlessly with no communication. We do provide shuttle service and loaner vehicles if a time is excessive for any reason.

5) I need to purchase a second vehicle and because of this experience I will have to look some where else.

We are disappointed to hear that you may take your business to another dealership. We truly work hard every day to earn the business of every customer in sales and service and apologize for disappointing you during your recent service visits. We constantly work with our staff to hopefully bring the best customer experience every time. If we can do anything to regain your business, please don’t hesitate to reach out to us and let us know how we can help improve Lakeland Hyundai Service for everyone.

Sincerely,

Dear Bryan Godtfredsen:

Thank you for writing us about your recent experience at Lakeland Hyundai Service. We know our team works hard to make sure every customer gets the best possible service and advice no matter the situation. We understand your frustration that a warranty you purchased did not cover the services you thought they did; it is always upsetting to realize you didn’t get what you thought you were getting.

After speaking to the Hyundai Service Manager, he explained in more detail your situation and circumstances around your tire problem. It was not clear in your review that you had purchased a Certified Pre-Owned vehicle and the driving conditions over the past several months may have contributed to the increased tire wear. It is never our intent to sell a customer something they truly do not need – in this case, because of the wear and condition of the tires, new tires and alignment were recommended for vehicle safety and yours. Yes, we could have easily plugged your tire and sent you on your way, but it is serious safety concern and we do not even suggest that you use it as a spare; we put our customers first every time.

We are truly sorry for any inconvenience you may have felt while at Lakeland Hyundai Service Department. We strive every day to provide the best quality service to every customer and provide them with excellent service, competitive pricing and expert advice based on the vehicle, driving habits and condition. We apologize for your experience and hope we can earn your business in the future.

Dear Chris

We apologize for the service provided by our detail department; It is never our intent to provide a service without performing to the highest level of customer expectations. We hope that in your final detail met your expectations as we refunded your entire fee. We sincerely apologize for any inconvenience and hope you will reconsider servicing with us in the future.

Hi Tim:

We're looking into this further; we hope we can help in any way. Please contact us as we would like to fully investigate your situation.

Dear Debra:

We were disappointed by our service department performance as stated in your recent review. We strive every day to provide the best possible service to every Lakeland Hyundai customer. It is unfortunate that sometimes we do not meet our own expectations and our customers and they are subject to the
consequences; for this we do apologize to you with our upmost concern. In no circumstance should any of our customers feel they have not had the best service experience possible. We will continue to strive every day to work with our entire staff to make all of our process better and build quality assurance
controls that can hopefully avoid the experiences you have endured.

Again, we apologize for the inconvenience of time and
frustration caused by our department and hope to earn your business in the future. If we can do anything, don’t hesitate to ask… we’re here to help!