Complaints

This profile includes complaints for Royal Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Royal Automotive Group has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Royal Automotive Group

  4333 E Speedway Blvd Tucson, AZ 85712-4623

  
• 

  Royal Automotive Group

  4670 N Circuit Rd Ste 2 Tucson, AZ 85705-6024

  
• 

  Royal Automotive Group

  740 W Competition Rd Tucson, AZ 85705-6000

  
• 

  Royal Automotive Group

  Tucson, AZ 85712

  
• 

  Royal Automotive Group

  5920 E Speedway Blvd Tucson, AZ 85712-5123

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/28/2024 we purchased a 2024 Cadillac Lyriq ***** * ** *** ********) from Royal Automall, LLC. The vehicle was advertised as being eligible for the $7500 Federal EV Tax Credit. This was advertised on the dealer’s website and confirmed with the sales staff and on the General Motors website. The dealership failed to report the sale to the US IRS in a timely manner, normally within 3 calendar days of the transaction via a web-portal the dealership has registered and accesses with the IRS. I did not become aware of the dealership’s failure to report the sale until 2/5/2025, while attempting to file my 2024 tax return. The IRS rejected the return because the dealership had not reported the sale and none of the EV Tax Credit data elements that I reported in my return were found in their database. On 2/6/2025 the dealership sales team confirmed that they had not reported the sale as required and there were at least 3 other customers affected by this situation. On 2/18/2025 I was notified by the salesman that the dealership’s Director of Sales would be handling this issue. I sent him an email outlining the problem, including supporting documentation, that day and followed-up on 2/20/2025. To date I have not received even an acknowledgement of the correspondences. It is noteworthy that the Regular Production Option (RPO) code R7T indicated that the unit is eligible for the Federal Tax Credit and not the General Motors Incentive. ***** ********************************************************************************************** I’m seeking $7500 reimbursement from the dealership for their failure to act in a timely fashion per IRS rules ******************************************************************************************** I am unaware of any activity on the dealership’s part to resolve this matter.

  Customer Answer

  Date: 03/03/2025

  RE Complaint 22989681 This issue has been resolved positively between the company and myself. I'm very satisfied with the result. Request the complaint be closed. Thanks and please feel free to contact me via email or my phone, 858.254.9192 M Dan Cohen

  Sent from DANIEL COHEN

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attached all the receipts for service. I had purchased this vehicle 9/2021. We had issues immediately but thought it was just something with a used vehicle, took it to several places and every time we would take it somewhere there was a something else wrong when we left. Finally went to Babcock's and they had put in 3 transmissions and it's still causing issues from shuttering while driving, shifting down to low gear on its own. Backing down after passing 30 mph. Noises all over the vehicle. Smells funny, radio static on iPhone when on Bluetooth and cuts out when Bluetooth is on, hatch lift closes on me, very unsafe for a child to ride in.

  

  Business Response

  Date: 09/16/2024

   

   

  We have unfortunately not been able to locate any records in our data base for this customer or vehicle. Is the customer able to provide a buyers order or any documents that indicate when the vehicle was in our shop so that we can further research. 

   

  Thank you Kindly, 

  Royal Automotive Group

   

  

  Business Response

  Date: 09/17/2024

  Good day, 
  In review of these records it appears that this vehicle was purchased in Bloomington Indiana from Royal on the Eastside. 

  We are located in Tucson Arizona. 

   

  Kind Regards, 

  Royal Automotive Group. 

  Customer Answer

  Date: 09/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22266922, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Lu Ann Nicholson
  
   
  

• Initial Complaint

  Date:07/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 1, 2023, I placed an online $750 refundable reservation deposit on an EV9 with Royal Kia in Tucson, AZ. I did not purchase a vehicle from Royal Kia, and have asked on numerous occasions for my reservation to be refunded. While I did have a telephone conversation with the General Manager, Humberto "Beto" Rodriguez on June 6, 2024, he advised a check would be issued and mailed to me due to my distance from the dealership. Today is July 14, 2024 and no money has been received, nor a credit issued to my credit card used for the reservation. I have left numerous voicemails for Beto, but have not had any returned calls. Please see attached documentation for further information.

  

  Business Response

  Date: 07/15/2024

  To Whom it May Concern:
  
  Upon seeing this complaint, we took immediate swift action. Attached you will see that the refund amount, plus $100 for interest due to these delays, has been FedEx'd to Ms Scherer high priority over-night with the tracking #. As for these delays, there is no excuse and we will investigate internally to ensure it does not happen again to the next customer as this does not mirror our existing policies and procedures.
  
  I did speak to Jill to apologize for all this and sent her email confirmation of this attachment so she has it for her records. She appreciated all that and considers the matter closed.
  
  
  Sincerely,
  
  Kevin Cravo
  General Sales Manager
  Royal Kia

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 2, 2023 I purchased a 2017 Mazda CX-5 with 70,520 miles for $24.012.53 cash from Royal Kia (Speedway location in Tucson) which came with their Warranty Forever coverage for major components of the vehicle. Though the Warranty was in place for major components of the Vehicle, I did not expect to have to come out of pocket so soon and spend money for items that should have been noted and corrected during the RECONDITIONING period of this vehicle . I did request service history records for the vehicle during the time of purchase, which were limited. Just a few weeks after the purchase my windshield wipers flew off during the rainy season. Royal kia did replace them. A few months later I had an issue with ALL lights on the dashboard staying on intermittently while driving. This agonizing ordeal went on for several weeks as the Royal Kia Service Center told me that I would need to bring the vehicle in when the lights were on for a proper diagnostic test. Eventually, Royal Kia did replace the brake light switch that resolved the issue. I had my first oil change at less than 5k miles of driving at a Mazda Service Center & learned that all Drive belts are cracked as well as the Drive tension belts are leaking grease and needs replacing. Though one of Royal Kia’s selling points is their Warranty Forever coverage for major components engine etc… but sending customers out the door with needing to spend money on repairs so soon after spending $24k leaves me dumbfounded as I relied on the assurance that my Royal Kia manger and salesperson provided to me about their complete reconditioning and 1000 points inspection of the vehicle prior to sale. These issues mentioned above should have been caught and addressed during the reconditioning process and prior to selling me the vehicle. My trust has been broken, as to the non-communication by management and my sales person since the newly discovered cracked drive belts/ tension belts. I want my complaint on record.

  

  Business Response

  Date: 07/17/2024

  To whom it may concern:                                                                                                                                                 

  Better Business Bureau  
  
  RE: Complaint ID#21959079
  Customer: Robbie Mitchell
  
  
  Royal Sales Director K.C. has attempted to contact Robbie Mitchell via phone four times as listed below.
  -7/11/24 @ 2:47 PM left voicemail.
  -7/15/24 @ 10:04 AM made contact, and customer said not a good time call me back.
  -7/17/24 @ 2:13 PM left voicemail.
  -7/17/24 @ 3:40 PM Sales Director made contact with customer and came to mutual agreement that Royal would offer one time replacement of engine drive belts with factory replacement parts at no charge. Robbie agreed that this was fair and would be satisfied after those repairs are made. Royal Service department will set appointment for future repair.
  As always, we thank the BBB for your mutual interest in achieving customer satisfaction.
  If I may be of any further assistance, please feel to reach out.
  Best,
  
  Quentin Almgren
  
  
  Royal Automotive
  Fixed Operations Director
  Email: [email protected]
  Phone: 520-407-3846

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2019 Range Rover Velar that I have been having Range Rover of Tucson service since 2020. I have taken my car to them several times over the last two years because my check engine light is on. This past month, I have taken my car to them four times and paid over 4k for the check engine light to be on still. I escalated this issue to the GM, Fernando Ruiz, who said he would make it right. Mr. Ruiz requested that I bring my car back on 3/18/24 at 9 am, at which point we would sit down with his team to review everything that has been done on my vehicle and devise a game plan to resolve the issue. However, that did not happen. When I went there on Monday, 3/18/24, the service advisor, Travis, advised me he was never told I was coming down and that the GM was not in town. At this point, I have spent so much time and money bringing my car down to the dealership with no regard for my time or money. I truly am at my breaking point and would like help resolving this. Please HELP!

  

  Business Response

  Date: 05/06/2024

  Your response has been received & forwarded to the consumer.

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in to purchase a car. The car I went in to see was actually not tin the lot yet. So I test drove another car same model different color. I said I really wanted the they have online. I was told to put $3000 down and it would be mine that they couldn’t sell it to anyone else. They also said the money was refundable if I changed my mind. We were so excited. Well complaint 1. They sold it to someone else 2. They kept my money

  

  Business Response

  Date: 02/09/2024

  
  To Whom it may Concern,
  
  We received this complaint today and took immediate action. As of now, the customer has been refunded her $3,000 deposit. We tried for an extensive period of time to secure financing for her, but were unable. It was then decided on Saturday Feb 4th that we would begin the process to refund her deposit as it was never our intent to delay, or keep, that deposit. We did explain it could take up to 72hrs to issue that refund. As of today, we had the refund check ready, but this complaint came in prior to us being able to connect with Ms. Gonzales to issue that refund. The customer now has the check and seems satisfied. 
  
  Thanks you

   

  Royal Automotive Group

  
  

• Initial Complaint

  Date:01/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a vehicle from them on 9/15/2023. We have had to take it back multiple times since we have owned it many times for the same issue. First it was a head light then it was the coolant reservoir, then it was a head gasket then returned again for the head gasket. Finally thought everything was fixed and now is leaking gas. They have provided a loaner vehicle Everytime but now this is getting to be ridiculous I need to have a reliable car and this purchase has been anything but reliable. I feel that royal needs to make this right having to take our vehicle in every few weeks is not acceptable. I want something done wether they upgrade to a newer vehicle at their cost. I just want this issue fixed. Even our salesman agreed that this is getting to be ridiculous.

  

  Business Response

  Date: 01/24/2024

  To whom it may concern:
  
  Re: Complaint ID 21177695
  
  I received a copy of Mr. Hansen’s BBB concern. I contacted Mr. Hansen. He had dropped the vehicle at our Royal KIA dealer on Saturday 1/20/24. He said that his wife, Ms. Blackstock, suspected the vehicle has a fuel leak. Our sales Management team is aware of the BBB concern. My service team diagnosed the issue. We found 3 fuel injector O rings that were damaged during the removal/installation of the fuel rail during the cylinder head replacement at another repair facility. As a one-time goodwill gesture, we replaced all 6 injector O rings at no charge. We test drove the vehicle 15 miles. The fuel leak issue is resolved. We gave the customer $200.00 in service credit. We spoke with the customer after the repair. The customer is pleased with the resolution of this issue.
  
  Thank you,
  Ryan Hoganson
  Parts and Service Director
  Tucson MINI Authorized Service
   ** ************** ** *************************

  

  Business Response

  Date: 01/29/2024

  To whom it may concern
  
  Re: Complaint ID 21177695
  
  When the customer brought the vehicle back on Monday 1/29/24, the fuel smell had gone away. We double checked the fuel rail/engine compartment and any other areas that could have been affected by the fuel leak. Verified no fuel leaking. No codes in system. No residual fuel smell. Replaced the cabin air filter as a courtesy. No charge to customer.  

  Customer Answer

  Date: 02/01/2024

  After their reply the check engine light came back on and we took it and it is the same issue that has been on going since we purchased the vehicle and I am working with the GM to get a resolution

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Royal Kia via email and chat on 1.08.24 requesting to refund my VSA on my 2022 Kia Carnival because the vehicle was sold. I specifically requested contact only by email in order to have everything in writing (because I know dealerships always try to make refunding a VSA difficult) and not to interfere with my daily schedule. As of this date 1.10.24, they are refusing to resolve this via writing and they are refusing to cancel and refund me the VSA. Their office staff also explicitly told me they refuse to provide the email addresses for their sales, business, or finance departments and I can go ahead and make formal complaints. I had issues with this dealership the entire time I owned the vehicle which was the primary reason for selling it. They are not an honest dealership and I will likely have to now take legal again to get my VSA refunded based on their behavior so far.

  

  Business Response

  Date: 01/15/2024

  Good Afternoon, 

  We apologize for any inconvenience you may have experienced with your transaction to cancel your VSA.  We would like to give you the email address of our Sales Manager that can assist you with this.  Please feel free to contact Beto Rodriguez at [email protected]. 

  In addition Mr. Rodriguez, has called and left you a voice mail and text with his contact information as well last Friday January 12th 2024. 

   

  Kindly, 

  Royal Kia 

• Initial Complaint

  Date:01/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On december 31 2023, while driving I get a flashing Notification stating my gear box is faulty my system is faulty my check engine light Is illuminated . The d icon for drive is blinking constantly on my gear shift and my instrument panel. I am no longer able to put my car in park I had to put on the emergency break and cut the vehicle off to force it in park. After turning the vehicle off I Attempted to turn the vehicle back on to see if it would go in drive or reverse or any gear for that matter. My vehicle will not start, This is my third or fourth complaint about this vehicle since I've had it.

  

  Business Response

  Date: 01/03/2024

  On RO# 5049379 Line C, dated 12-1-2022, We did a repair for the Gear Shifter, we replace the Gear Shifter Kit.

  On RO# 5054553 dated 11-30-2023 Mr. Robinson brought his 2017 Land Rover for 4 concerns, Nothing relating to a shifter concern, please review both attachments that proves what he brought vehicle in for.

  I have seen the pictures provided  by Mr. Robinson , next step is to diagnose the problem and advise Mr. Robinson

   

   

  Fernando Ruiz

  Royal Service Manager

  ************

  Customer Answer

  Date: 01/04/2024

  THE DEALERSHIP IS CORRECT TO SAY I DID NOT MENTION THE GEAR SHIFT BEING INOPERABLE.  THE REASON FOR THAT IS BECAUSE IT WAS IN THE SHOP MONTHS BEFORE DUE TO THE FAULTY SHIFTER KNOB NOT GOING IN GEAR.  I HAD IT TOWED IN FROM QUEBEDEAUX AND THE ESTABLISHMENT KEPT MY VEHICLE AND SAID IT WAS REPLACED.  SO I WOULD HAVE NO REASON TO MENTION SOMETHING THAT WAS NOT A ISSUE AT THE TIME.  SO THE SHIFTER THAT WAS "REPLACED" PREVIOUSLY WAS NOW FAULTY AGAIN!!  THE FIRST TIME I TOOK MY CAR FOR THE CHECK ENGINE LIGHT I WAS TOLD BY THE GM WHO DROVE MY CAR HIMSEL TO ASSURE IT WAS FIXED THAT THE SPARK PLUGS WERE REPLACED AND ALL WAS GOOD. THE SECOND TIME I DROPPED IT OFF FOR THE CHECK ENGINEN LIGHT I WAS TOLD THE PURGE VALVE WS REPLACED AND ALL WAS GOOD. THIS TIME AFTER PICKING MY CAR UP I WAS TOLD IT WAS DUE TO A BAD GAS CAP. THE PUT ON A NEW CAP AND ALL WAS GOOD. SO NOW THAT THE CHECK ENGINE LIGHT IS ON AGAIN AND THE SHIFTER KNOB READ FAULTY, WHAT COULD POSSIBLY BE THE PROBLEM THIS TIME?

  

  Business Response

  Date: 01/08/2024

  o whom it may concern:
  Re: Complaint # 21080957
  
  The next step to resolve the concern with the vehicle would be to have Mr. Robinson and Fernando the service manager communicate to  set up a service appointment for proper diagnosis by a certified technician on Gear Shifter concern.
  
  
  
  
  Kind Regards
  Fernando Ruiz
  Service Manager
  Royal Land Rover Jaguar
  520-696-2965

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $51,953 AMOUNT FINANCED 04/26/2022 FROM THE TIME I PURCHASED THIS VEHICLE, I HAVE HAD NOTHING BUT PROBLEMS WITH MY ENGINE AND SUSPENSION. I REPORTED EACH ISSUE SEVERAL TIMES. THEY DID NOT WANT TO LOOK AT MY VEHICLE UNTIL I CONTACTED THE BBB. THE NEXT DAY THEY CALLED ME WITH A LOANER AVAILABLE. KEPT MY CAR FOR 15 DAYS AND ASSURED ME THE PROBLEM(s) WERE FIXED. WEEK LATER ENGINE LIGHT BACK ON!! SAME GENERAL MANAGER LIED TO ME ABOUT FIXING IT, TOLD ME HE DROVE MY CAR HOME ON A ROAD TEST TO ENSURE IT WS REPAIRED. IT WAS JUST IN FOR THE SAME ISSUES. UP AND DOWN SUSPENSION THEY WONT PAY FOR NOR REPAIR. CHECK ENGINE LGHT FLASHED. AUTO START/STOP DOES NOT WORK!

  

  Business Response

  Date: 01/08/2024

  To whom it may concern:
  Re: Complaint # 21080957
  
  The next step to resolve the concern with the vehicle would be to have Mr. Robinson and Fernando the service manager communicate to  set up a service appointment for proper diagnosis by a certified technician on Gear Shifter concern.
  
  
  
  
  Kind Regards
  Fernando Ruiz
  Service Manager
  Royal Land Rover Jaguar
  520-696-2965

  Customer Answer

  Date: 01/11/2024

  I dropped my vehicle off 3 months after purchasing die to my check engine light and the vehicle raising up and down Inadvertently. I tried to get it in the first week after purchase, but service kept telling me they had no technicians available and no loaners. This was in July/Aug of 2022 I purchased in April of 2022. $51K spent and in thr first week my check engine light comes on, my auto start/stop button never worked! Still dont. Check your paperwork your department said my charger port was working. It still does not! For the 4th time my check engine light was due to a bad gas cap. Nope! Light came back on again. 

  I emailed Dan Ivey back in August of 2022 about these issues! 

   

  Ive lost wages due to lack of transportation. Your own mechanic said the Rover had 3 misfires upon taking iy in on trade.