Hi, it was really inconvenient that I ended up renting a car but my car was actually done a few hours later (though I asked in the morning and called 2 hours later). It would have helped to know earlier on that rental through Enterprise was an option. It would be great if someone could email me about how to get reimbursed for the Enterprise & rental & Lyft. Also, if you could email me regarding the recall repair that was done, I'd appreciate it! (I was told it was something about windshield wipers, but my CarFax says it has to do with a software-engine issue). I want to know if I need to come back in for that recall.
In the last one week (scheduling/questions and day-of) I had a difficult time getting in touch with someone besides the initial receptionist. I sent emails and left voicemails without responses. The email I got re: my servicing was in progress had 2 phone numbers at the bottom, neither of which are working phone numbers.
I'd really appreciate an email about the above! My previous experiences with Royal have been so great.
Thank you,
Marie N
The coordination prior to service was faulty, but Adam did a good job of getting the job done efficiently!
I really appreciate the online appointment scheduler, seamless check-in, the time-saving option of paying by phone, and text updates. Mr. Foley is professional, thorough, and makes the whole process smooth for the customer.
Aldo Chavez was great, from the moment I called him frantically about my flat tire to the vehicle pick up! I really appreciated all his support!
The software was not reinitiated and still shows I need service in 3 days. I wish that was taken care of.
The people are great & service fixed the car. Thank you!
Aldo did a great job helping me finish my service.
Frank is stellar. If I had a suitable position, I'd hire him away from Royal.
Friendly, knowledgeable and proactive.
Thanks
Dan provides great customer service! He was thoroughly professional.
Ashley took my car at appointment time, called me to update the work being done and had my vehicle ready for pickup at time promised.
Great job throughout!
Klever truly goes above and beyond. From the care of my vehicle as well as my families vehicles. I feel he is apart of my family. Thank you for the help with my father's A3.
Very happy with service provided today by the team!
I appreciate that you were able to fix the minor issue with the vehicle, but it was a frustrating process working to get the repair setup.
My initial calls to the dealer about the issue were forwarded to voicemail where I did not receive a call back. When I followed up, I was told that nobody was available to speak with me and to leave a voicemail (which I had already done - unsuccessfully). I was then told that the repair was not covered under warranty - forcing me to call Mazda to coordinate back with the dealership.
Eventually that was settled - and I was able to make my appointment. You were unable to fix the key at the first appointment - fair enough...I was given an explanation that you did everything possible and there was a defect with the key. I appreciate the effort and communication.
Unfortunately after that things again went sideways. I was told that you needed to order a new key and it would probably arrive the following week. Two weeks went by and I didn't hear anything - so I called to check-in, and nobody was available so I left a voicemail. Again - I did not receive a call back. When I followed-up I was told that the key had already arrived, but nobody had proactively contacted me.
Again - I'm happy with the work done to fix the key. It seems like the service is extremely professional. However, the communication at the dealership seems extremely poor - it's impossible to reach people by phone, messages are not returned, and customers aren't proactively notified when there are updates.
I say this as constructive feedback to hopefully help you improve your customer service.
Daniel
I’m used to getting my car washed - did not know that was not offered at this location.
When work didn’t get done on the first day, he made it work out the second day and I appreciate it.
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