ComplaintsforRoyal Automotive Group

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shortly after Thanksgiving I went to the royal auto group for a oil change and a part number required for passing inspection (royal claimed). Sent to the sister shop as royal was to busy. Got the oil change and part number brought back and ordered the part they specified. Came back a week or so later for a inspection and installation of said part. Waited 2 hours to have Bryan the service secretary come out to tell me I ordered the wrong part. I ordered through the parts department there directly from the paper I received from the sister store. Was told by Bryan I may not be able to return it. I had a air bag recall at this time so they offered to fix it no big deal. They proceeded to Crack the dash and not seat the air bag properly. I spoke with parts department and they kindly found a way to refund my original "wrong part". They were great to work with the only good part of the entire experience. I told them I would like to order the correct part and return to have it installed please process the refund and let me know what the cost is. They instead processed the refund and ordered without informing me the difference was about 100$. I returned today 1/6/2023 to pick up the new part as funds are tight and I can't afford the install currently so I was going to hold the part and return for install. At which point I was informed of the price difference. The lovely woman behind the parts window went to try and find answers from Bryan who proceeded to basically say he knows nothing and it's Chris job. Then claimed they didn't replace my air bag which I said they deffinatly did and cracked the dash doing so. He informed me there was no way they could break the dash and had to see the damage then while outside proceeded to get very loud with me refusing to admit any fault. I walked away as I'm not going to be spoken to that way as a paying customer. When explained to the service center manager I was promptly told to leave. There is much more but I'm out of characters space

  Business response

  01/10/2023

  There was some confusion regarding the part, and Royal did order the wrong part on the first try.  The mistake was ours regarding the part.  Unfortunately, it is a low percentage error that occasionally occurs.  It is not typical that our ***** store sends our customers to our other location, and that was because of the customer showing up without an appointment.  We tried our best to accommodate, and I believe that the error occurred due to the fact that our parts departments did not communicate directly and that break in our process put the customer in the middle.  As quite some time has passed, I cannot provide a reasoning as to why we broke from our process.
  The airbag recall would not have addressed that part of the dash on the customer’s vehicle.  In fact, the recall is accessed through the Glove Compartment as opposed to the top where the airbag cover and crack are.  Additionally, considering the age of the vehicle, the cracking of the Dashboard on that spot is quite common.  I cannot speak to whether the crack was there prior to the recall or occurred after the fact as the commonness of it would preclude our technicians from making note of it on our repair order.  If the potential to crack the dashboard during the recall was possible it would be noted on our recall directions.  It is not. 

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On April 20th 2022 I purchased a 2019 ***** ********* *** for $43,000 at Royal motors in Cortland NY. I traded in my paid off truck, received $10,200 trade and also $3,800 cash to make the purchase. On the day I picked up the new truck, I Immediately had to set up an appointment for brake pad sensor not working. Had to bring it back as they didn't have the parts to fix it. Then transmission slamming in gear. Couldn't get it in because they didn't have a loaner, had to continue to drive truck for two weeks till they had a vehicle that I could use. Shortly after, noticed something dripping in oil pan area. Also mentioned the transmission still occasionally shifts hard. They fixed the oil cooler lines that were leaking, drove it one mile and said nothing is wrong with the transmission. I know from driving it that something is wrong. I've asked JA, the salesman to help get me out of it. He states it's going to cost more money. I said I would like to go backwards into a 2018 so I would have to take a huge hit and get out of this vehicle. He does not call or text and when I show up at the dealership, he says he's working on it. All this has happened in the 6.5 months I've owned it. It's become a huge headache. I have purchased from there several times and this is the worst experience of all. I've been quoted $39,000 from BO at Royal Subaru and he's not working with me either. I have lots of equity in this vehicle and Royal won't get me out of it. The owner, Joe R***** advertises "no hassle, no razzle dazzle" All repair documents will be sent with this statement.

  Business response

  12/21/2022

  WE have attempted to keep Mr. ****** happy as the issues are All being addressed

  The transmission issue is currently intermittent, and we have tried to duplicate his concern.

  The issues are all correctable and not systemic to require a BBB letter and poor reviews

  We offer to continue to service Mr. ****** as he sees necessary.

   

   

  Joe R*****Tell us why here...

  Customer response

  12/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  In response to Joe R***** and Royal Motors, I have asked the original salesman, Jason Allen to help get me out of this problematic vehicle as he refused to do so.     

  Every time something is wrong with it they say "just drop it off" like everyone has a spare vehicle waiting around. There is still an issue with the transmission and that their shop claims

  that there's nothing wrong with it. After having to drive it for two weeks slam shifting because they didn't have a loaner, I'm over this troubled vehicle. This vehicle has been a HUGE inconvenience

  for myself and my wife. Brake pad censor in the shop two times, once to diagnose the problem, I found this problem the day we signed papers and picked it up. then bring it back in                                                         because they didn't have the part. Transmission slamming in every gear couldn't get a loaner for two weeks. Then the intercooler lines leaking on my blacktop. these issues were all in                                                             six months on a 2019 with 30,000 miles. The transmission is still doing something not normal. The whole purpose of buying a newer vehicle is to NOT have issues and keeping the vehicle                                                         out of the shop. This vehicle has had more issues in six months than my 2011. For the amount of money spent and as many issues I've had and still having they should be able to do                                                        something. Joe R***** has known about this for weeks and took 22 days to respond. His salesman Jason Allen text me that it was in Joe's hands now. I would think if a dealership was                                                  concerned with it's customers and after spending $47,000 on a vehicle and have had this bad of experience, he would be all over trying to make a customer satisfied with a more timely                                               response. If they want to make this right, then get me

  out of this troubled vehicle.  

   
  Regards,
  
  ***** ******
  
  
  
  
  

• Initial Complaint

  09/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  On the day of 04/30/2021 we purchased a 2021 Chevrolet ********* from Royal motors for $60,948. At the time of the purchase the service department programed into the computer for service to be done, oil change and tire rotation at the 7500-mile mark. My wife brought the vehicle for service at the 7500-mark religiously and still has the documentation to prove this. Coming up on the third service anniversary I drove the truck with the wife and thought I was feeling a bad bearing, or something was wrong with front end. I have worked as a mechanic and decided the next day to jack the truck up and shake it down and before long I noticed that the inside of the tires have been chopped. Chopped tires are caused from not rotating the tires or problems with suspension or alignment. I notified Royal and they checked the alignment which was perfect. The floor supervisor promised me the tires were rotated and they don't have control over the junk tires Chevy puts on the trucks, The tires are 50,000-mile warranty Goodyear Wrangler DuraTrac tires which are far from cheap tires. So, from the dealer I was told there is nothing they can do. I contacted a Goodyear dealer in town and thought he could help me with the warranty from Goodyear. For the warranty to be honored by Goodyear I would need to rotate tires every 5000 miles, he told me he recommends early than that. I contacted Chevy customer care because they recommend on their website to rotate tires every 7500 even though Goodyear a tire, they sell millions of recommends 7500. They came back with the dealer lies that this is normal tire wear and they told me 5000 miles. They would not answer my questions about the websites difference between Chevy recommendations and Goodyear. I am not looking for a full replacement of tires. I understand I drove the truck at the time 22,000 miles and over a year. I will pay my prorated price, but Chevy should pick up the rest.

  Business response

  10/03/2022

  This complaint is directed at Chevrolet

  not RoyalTell us why here...

  Customer response

  10/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18024263, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Royal Chevrolet is a dealer for GM and represents them. They were the ones that programed the truck for service at 7500 miles, they serviced the truck at 7500 and did not offer a different interval. Royal is also the dealership that lied to the Chevy Customer care and said they told us to rotate the tires at 5000. They complaint is directed to Chevy and Royal and with the huge Chevrolet sign out front I believe they are both associated.
  
  
  Regards,
  
  Joseph Bakos
  
  
  
  
  

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