ComplaintsforRoyal Automotive Group

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  05/06/2024

  Your response has been received & forwarded to the consumer.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $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

  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 response

  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. 

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my 2020 **C AT4 to this dealership on May 3 for a couple of warranty items. One was a whistling or chirping sound that comes from the motor. It happens every time the vehicle is started and sporadically when it is being driven. The noise is very annoying and sounds like a fan belt slipping but at a higher pitch. My service person is ***. After a couple of days *** says that the noise is coming from the ** installed cold air intake. Since the vehicle is still under the bumper-to-bumper and the drivetrain warranty, I request that the intake be either replaced or repaired so that the noise goes away. They acknowledge that the noise is there but refuse to fix it because a new ** intake "will eventually make the same noise." *** gives me the number to ** ***************** The **************** person spends a couple of weeks telling me they will fix the intake problem as soon as she can contact the service person. After pushing a little harder following two weeks of no results, she basically parroted the works of *** the service person. After another week or so she said her supervisor would call. Still have not heard back after about 5 weeks. Called **************** again on June 5 and they assigned me a new case. Was supposed to hear back on June 7 but I didn't. I called again June 8 and left a message. Heard nothing. Called on June 9 and notes on the new case say she called and left message on June 8. She didn't. Left another message June 9. Still waiting for a call. I picked up truck. Still making noise.

  Business response

  10/31/2023

  Tell us why here...To whom it may concern:
  
  October 30, 2023
  
  Re: 20765598
  
  We are in receipt of the complaint submitted to you from Mr. Tom Holcombe.   Mr. Holcombe had recently purchased a used 2020 GMC Sierra independently and had come our service department to address 4 items on his visit.  This was his first and only documented visit.  When leaving his vehicle with us, starting on May 3rd, 2023, it registered 35,315 miles on the odometer, of which the manufacturer’s warranty was in effect until 36,006 miles, or 9/2/2023, whichever comes first.  With that, we honored the replacement of a dash type panel which was showing a bubble in the material.  The next 2 items were to have the front bumper license plate removed, as it is not required in Arizona, along with having a detail performed.  Mr. Holcombe covered the cost of these two items.
  
  Lastly, and the reason for his complaint, was there is a whistling type of noise coming from the front of the engine area.  We had determined the cause as coming from the “added on” cold air intake assembly.  This was an item a previous owner had installed, of which the vehicle did not come with from the vehicle manufacturer.  It was in fact a GM type accessory, however, would not be considered as a warranty item from Chevrolet.   The original enclosed air cleaner box does not emit this noise.  This whistle is somewhat inherent with this type of setup.  Our recommendation would have been to go back to the stock setup, which Mr. Holcombe did not want to do.  There were no additional charges assessed to Mr. Holcombe for the time invested in this diagnosis.
  
  The only recommendation we can offer at this time is to place it back in a factory type set up or take the chance of installing a different cold air intake assembly.  There would be, however, a good chance of the same outcome, if not put back to the original manufacturer setup. 
  
  Thank you for allowing us to respond, and please contact me directly if we can be of any further assistance.
  
  Respectfully,
  
  Chuck McCoy
  Service Manager
  Royal Buick GMC Cadillac
  [email protected]
  520-407-3845

  Business response

  11/08/2023

  To:          Ms. Jessica Mendoza
                  Better Business Bureau
  
  November 7, 2024
  
  Re:         Complaint ID# 20765598
  
  We appreciate this update and allowing us to further address the issue as stated by Tom Holcombe.
  
  Chuck McCoy, our Service Manager placed a call direct to Mr. Holcombe to see if there was an amicable solution.  During the conversation with him, it became obvious that we did not explain fully up front that the issue with the Cold Air Intake would not be covered under the manufacturer’s warranty.  What created the confusion is the part was a GM component, and not aftermarket.  We researched the original build sheet from GM, and this component was not initially installed by GMC.  Somewhere along the line, a previous owner had the unit installed.  During the initial visit with Royal, the vehicle still had some of the bumper-to-bumper warranty, and his understanding was it should be covered.  Once we explained the part was not a covered component by GM, and why, he then understood why we didn’t attempt to take it any further. 
  
  He was very understanding and asked if there was a way of dismissing the BBB Claim.  We explained that we would be responding back to your office, but the BBB will probably want to verify the outcome.
  
  Although he still has the issue, he does fully understand that we could not address his concern without an out-of-pocket expense.  He doesn’t expect us to take care of the cost in-house.
  
  Please feel free to call if you have any further questions.
  
  Respectfully,
  Claire Mc Guire
  
  Controller
  Royal Automotive Group
  
  
  
  
  

  Customer response

  11/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20765598 and am satisfied with it. 
  
  Regards,
  
  Tom Holcombe
  
   
  

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m looking for a new used car, I was looking on Royal Automotive’s website and I find a few at their sales store on 22nd Street and Swan area. While on the site there is something that says I would get a $50 gift card for a test drive. I thought we’ll I have to take an Uber there and back and it not close really so I filled out the information and told the guy I started working with I was looking for a car and I also had this gift card number I needed to give to him when we were done . He said no problem, but then he remembered he had a customer coming in that morning and he passed me off to this lady Wendy. She seemed nice enough at first and when I mentioned the gift card she said yea yeah I’ll take care of it. I asked her to get me the numbers on both of the cars I was interested in and I would have eat breakfast and come back later in the afternoon. Again, I mentioned the $50 gift card. She brought back the numbers to me and said go have breakfast I’ll see you in an hour. First of all I had yet to decide if either car was right for me and second of all you’ll see me in an hour, don’t Inget to decide if and when I’ll come back. Needless to say I was told I would probably get the gift card when I came back in she would talk to her manager. No where does it say You have to make 2 trips in , sign paperwork to buy a car and then you get a gift card. This was back in June. I want the gift card I was promised on your website and Wendy is a horrible sales person who needs some sense of manners. I would love the CEO to call or email me personally. . Over the years I’ve spent money at Royal, like in 1999 when I bought a brand new Jaguar XK8 Convertible and paid cash. Or the Lexus GS 430 I also bought brand new and paid cash for. It’s been some years since I’ve bought a car at Royal but I know this is not how your supposed to be treated anywhere..:

  Business response

  10/17/2023

  We reached out to Mr. Sanders to extend our apologies for the communication that he received from our sale associate.  We also extended to him as a good will two $50.00 gift cards.  Mr. Sanders is to come by our facility on Speedway to pick up the certificates on Wednesday Oct 18th.  He expressed that he was pleased with the outcome. 

   

  Sincerely, 

  Beto Rodriguez

  Sales Manager

  Royal Automotive Group

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2015 kia sole that needs an anti theft software or immobilizer. The dealership and cooperate are refusing to install it. My car needs it because of the high risk of theft. My insurance company is refusing to lower my primium because it is not installed.

  Business response

  09/22/2023

  To Whom It May Concern:
  
  Re: Complaint ID: 20611438         
  
  On August 29th, 2023 Ms. Arreola contacted Royal Kia requesting completion of an anti-theft software recall.  We (Royal Kia) confirmed with the manufacturer (Kia of North America) that the recall did not apply to Ms. Arreola’s 2015 Soul (VIN: KNDJP3A56F7182430) and subsequently there were/are no open safety recalls, service actions, product improvements or customer satisfaction programs assigned to this VIN/vehicle.  Royal Kia did also reach out to the manufacturer to determine if anything could be addressed at the dealership level.  The official response from Kia of North America: “Our records indicate that your vehicle is equipped with a steel key and “turn to start” ignition system that has been targeted for theft by the social media challenge.  While no car can be made theft-proof, Kia is providing certain Kia vehicle owners with a steering wheel locking device free of charge, that can be installed to help prevent your vehicle from being the subject of a break in.  Our records indicate that a device has already been ordered for this vehicle.  Therefore, there is no further action for you to take at this time.”  Kia of North America has also informed the client that they can reach out to Kia’s Customer Care center directly at ******************************************* ** ************.  As always, we thank the BBB for its interest in helping resolve Ms. Arreola’s concern.  Please contact me directly if I may be of any additional assistance.
  
  Kind regards,
  
  Matt Moore
  Service Manager
  Royal Kia
  520-320-3609

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Couple years ago I bought A gM C 2017 terrain I told the sales person my main priority is my GPS being new to Arizona she guaranteed me yes however it does only through onstar And it sucks secondly I called and complained about it they do not care and have me bring the car in and they couldn't figure out why the GPS was not hooking up to my phone now I'm experiencing since the last 6 months my blinker noise stopped working noismy my car cannot do an update and I cannot hear onstar i cotacted GMC Royal And they wanted to charge me ito do diagnostics on the car my car has never worked properly since the day I purchase it and I will never purchase another from them. I never had so many issues with a car . If I get in a accident no help will come thanks

  Business response

  09/01/2023

  We are in receipt of the concern stated by Ms. Richards, regarding her 2017 GMC Terrain, purchased from our facility in May 2020.  As a courtesy to Ms. Richards, we are happy to provide a free diagnostic to assess what the necessary repair procedure would entail.  It appears in her statement that she may have more than one issue.  Once we have determined what it will take, we then can see if there are ways to offer further assistance.  As the vehicle was sold about 3 ½ years ago and has accumulated over 60,000 miles since then, there is no manufacturer warranty left on the vehicle.  As a Royal customer we will still do what we can to assist.
  We have already reached out by phone and were able to leave a message for a return call.  We will continue to reach out until we make contact and provide the offer as stated above.  Royal will strive for an amicable resolution for Ms. Richards concern as quickly as possible.  As always, we thank BBB for its interest in helping to achieve this.  Please contact me directly if I can be of any further assistance.
  
  
  Respectfully.
  
  Chuck McCoy
  Service Manager
  Royal Buick GMC Cadillac
  ********************** *************

*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. ↩