Reviews that include

Lakeland Hyundai 379

Oil Change 250

Care 250

Problem 152

Issue 113

Recent Reviews

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.

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