Customer ReviewsforRoyal Automotive Group

I took my GMC Terrain into Royal Buick repair shop because a rear axle bolt was coming lose. I spoke to **** and asked him if this was covered by my warranty. He said lets check it out first and see. I asked him to let me know if there would be any cost before work was done because I knew I could tighten it myself if needed. They inspected it and said the bolt was not a manufacture's bolt on there and then tried to charge me $120. just to tighten it. I specifically told him to let me know if there was a cost before any work was done. We had a heated argument and I was told never to come back. **** made a mistake and would not own up to it. They need better customer service and listen to consumer. I should not have been treated this way. Very stressful situation.

BBB Case Review ID: *********: **************************: 2016 GMC TerrainMiles: 39476VIN: 2GKALMEK3G6146623Our organization strives to be a care provider for all your vehicle sales and service needs. Understanding your vehicle needs and your expectations, is all part of creating the overall experience. It is our goal to work with all customers to find a mutual understanding of expectations while your vehicle is in our care. Furthermore, it is our goal to exceed these expectations once an agreement has been made. Our Service Manager attempted to contact the customer on 8/13/2021 at ****** with hopes to find an amicable resolution. As of 5:39PM 8/13/2021 no further communication was received. In a desire to find resolution we will offer the following communications. It appears the vehicle was purchased from another source, being maintained, and possibly repaired at other facilities. Being the sole care provider for your vehicle provides a more transparent understanding of the vehicle and the customers needs. For example, we would have vehicle history, all repair records, maintenance needs, and multi-point vehicle inspection history providing you with the knowledge and options of how you decide to maintain your vehicle. We would know repairs made to the vehicle and understand when an emergency repair outside our facilities was made that *** require aftermarket parts affecting the vehicle performance. Having all these tools at hand creates a clear picture and understanding of service needs. While the vehicle *** still be under limited powertrain warranty and an additional service contract; not all repairs will be covered under these contracts. To determine the coverage of a customers concerns a diagnostic process must be performed to determine and receive authorization of required repairs. The determination of coverage requires time spend with the consultant, use of equipment, diagnostic tools, tech knowledge, technician time to duplicate, tech ensuring no other conditions are present that will encumber vehicle performance, research, testing, support staff and the facility, all resulting in a fee. The customer has come to our facilities three times requesting non- warrantable services and has paid no money to date. Communication to the customer that they are not to come back, is not how we wish to conclude. We have offered that in the future written communications will be required to further clarify agreements between the customer and our dealership. It is our hope that this will forgo any misunderstanding in the end. Our desire to please each customer requires different approaches in each situation. As we strive to hire qualified employees to provide exceptional service it is not always a match. In the future, please let us know if you would like to work with a different care provider. We welcome all customer feedback. In an ongoing effort to provide exceptional services, we feel that sometimes the most uncomfortable situations are the best source of learning. We have listened and hope that you can accept our efforts to understand and correct this situation.