Royal Automotive Group Auto Repair Service

Service requires a 2nd trip as all parts were not in stock and had to prepay for parts

Hi, I came to have my Audi Q3 serviced for a recall issue with my turn signal (recall #97DK). I was received by Johnny Liu whom I mentioned some other issues since I was bringing in the car anyways. The issues were: the rear view camera is very blurry other than dead center on the screen and that we wanted to remove the rear center headrest. I also asked about how I could have my car cleaned and wheel rims refinished as part of my extended services I paid for at time of purchase of the car. Johnny typed in the camera and headrest issues. In response to my extended service questions he told me to look up my service contract. As a customer rep for Audi, a premium brand, and not a mechanic I thought he could take a little effort and just provide me the contact numbers and tell me how the service works instead I had to ask him a few times before he reluctantly searched on his computer to fetch the number and write it on a post-it note. Upon picking up my car he said the camera was normal or he couldn't find anything wrong. The camera still has the same blurred issue which he seemed not interested in having me show him. It was late in the day and the shop was not busy. As to the headrest, I asked if he removed it in which he said, "I'll be right there" as he answered the phone. He then later returned and told me it is very hard to remove the headrest and suggested I do it myself. He said I had pry it off with a lot of effort. Really? This is the answer I get? Do it myself, it's really hard, pry it off. I am not trained and I don't work on these cars all day. He then said that that would make the car unsafe. The reason I wanted the headrest off was because I have a rear facing baby seat in the center of the back seat and the headrest blocks the rear view. He just threw up his hands and said that's all he could do. I found Johnny to make initial motions to address a problem only to blow it off later and I felt he was only focused on the recall issue and that is it. Albert C

Craig is great, super friendly and very communicative which made me feel like my car was in good hands.

All questions and needs addressed. Thank you for speaker trim put back on

Thank you for your service! Your explanations were clear and excellent!

I liked that Johnny asked whether I took an Iber and informed me that I could submit a receipt if so. I didn’t take one, but I thought it was cool that he informed me of the option.

Good job with complimentary inspection. However, very long wait. More than half day to complete.

Frank was, as always, friendly and very helpful. I had (another) snafu regarding my service plan, but he was helpful clearing things up.

Very good

Craig has always followed up in a timely and courteous manner. I have had many issues with this car and his kindness has always helped a frustrating situation stink a little bit less.

Dan was extremely helpful and I really appreciate that. Will highly recommend Royal to friends.

Working with Chris is always such a pleasure! At other services places, they've included cleaning the car as part of the service... always disappointed that you guys don't do this too. Apart from that, everything has been great. Thank you!

I’m disappointed with my service experience for the the following reasons. No complementary transportation - Loaner car was not available - Ride service reimbursement only covers one-way - Partial reimbursement for rental car Mediocre service - Over 6 hours for a routine oil change - Car was not washed or prepped > Excuse was no SF city permit but at least vacuum and clean the windows > How about a voucher to a car wash facility that has a permit? - Incompetent staff > Driver didn’t know how to drive a manual stick shift + Burnt the clutch when the car was delivered > Service representative can’t even recognize the smell of burnt clutch > Service manager at least acknowledged the smell filling the service bay + Didn’t offer any concessions + Puts the responsibility on me to send him an email documenting the incident in case there’s a problem in the future Needless to say I will not return for future service.

Your service dept both Audi and Mazda are the reason I continue to purchase or lease cars that u service

Craig is great! I’m happy with the service I’ve received and feel like part of a family when I bring my VWs here. I’ve recommended other VW owners bring their cars here for service, and don’t plan to go anywhere else.

Jim Is the best and was absolutely wonderful every step of the way

Dan is fantastic - very communicative

Chris communicated clearly and followed up quickly. Great service!

Craig gave us excellent customer care and kept us appropriately informed of our status and discounted options. A+

Great service!