ComplaintsforRoyal on the Eastside

• Initial Complaint

  11/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a car, put down $3000 and had it three weeks and the thing was over heating. They "tried" to fix it, had it a week, I got it back and it was leaking fluid and over heating again. Had to tow it into them. So, they get me into another vehicle a newer one double the price and payment and I have had it maybe a month and the service engine light coming on. I take it in and they just reset it! That's not safe. I'd like to have the total $4000 I have them and go somewhere else.

  Business response

  11/21/2023

  Hello ****************,

  The original purchase you made from us on September 13, 2023 was for the 2010 Forester that was sold AS-IS with all faults, and you signed that you agreed and understood this, but as I recall you picked this vehicle for the price point.  Unfortunately, that vehicle did developed an issue and we recommended that you traded it for something that was certified so you would have some warranty and peace of mind.  The 2019 Jeep Renegade you purchased from us on October 26, 2023 and it was a certified used vehicle.  I spoke to my service manager, *******************, about your issue with the check engine light.  He told me when you brought it in with the concern, we scanned it and found that there was a change of pressure in your fuel tank caused by a loose gas cap.  We tightened the gas cap and cleared the fault and the vehicle was operating normally at that time.  There were no safety concerns and your check engine light was no longer illuminated.  I appreciate your concerns and I understand you want to make sure your vehicle is in good shape but the $4,000 you paid were down payments on your loans required by the lenders to qualify for agreeable loan options.  If your check engine light comes back on,or if you have any questions about your limited warranty that came with your Jeep,  please feel free to call us or stop by.
  

  Sincerely,

  *****************************, GSM
  

  Customer response

  11/28/2023

  So it says that they checked the engine service light and checked the gas cap, no they did not.  They checked the service light and said they didn't know what it meant and reset the light and sent me on my way. 

  I guess this is just the way they do things around there. Makes me sad. 

  They just took my ***** and only gave me ***** for the trade on the jeep so nothing down on it and charging me ****** that's ok.  Karma will get them. At least I learned a lesson 

  Thanks

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  So it says that they checked the engine service light and checked the gas cap, no they did not.  They checked the service light and said they didn't know what it meant and reset the light and sent me on my way. 

  I guess this is just the way they do things around there. Makes me sad. 

  They just took my ***** and only gave me ***** for the trade on the jeep so nothing down on it and charging me ****** that's ok.  Karma will get them. At least I learned a lesson 

  Thanks

  
  Regards,
  
  *************************

  
  

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a ********** Passat TDI from this dealer in 2022. We had to replace the heater core four times over the next year then the transmission went completely out barely a year after we bought it. They said it would be $9000 to fix it. Since we owed $14,000 left on this car (more than twice what is was worth before it broke down) the only option they gave was to have us pay 5k down, give 3k trade in for Passat, and roll 6k of our Passat loan into a brand new vehicle. So, we were left with basically no other option and had to purchase a brand new car from them. A couple weeks prior to that, we bought an Audi Q7 TDI. The check engine light came on the same night we bought it and we found out they had cleared the code right before we bought it. So far, that vehicle has been in their shop four times since I bought it less than two months ago at which theyve kept it for almost a week each time. Two of those times we had to tow it in. Also, you have to call them multiple times and they rarely ever call you back. They screen their calls and dodge you. Ive only had it long enough to make one payment on it so far yet have spent $1400 on repairs with their service department. Each time we got it back, it would last a day or two then we would have to bring it back to their shop. We continue to have issues and the only solution theyre willing to do is again roll several thousands of dollars of negative equity into a brand new vehicle even though weve barely even been able to drive this one. Their technicians have probably driven it more than we have gotten to and its spent more time at their shop than our house. They refuse to do a buyback. Very disappointed in our car buying experience especially after buying close to 80k of vehicles off them in a year and a half.

  Business response

  11/17/2023

  Hello Mrs. ********************** records show that you bought your 2013 Passat with ****** miles on July 16, 2022.  The Passat came with a limited 3 month or ***** mile warranty.  Extended coverage was offered to you that *** have paid for some future repairs but you declined all options, as noted on your purchase order.  On November 4, 2023, you traded this Passat in with ******* miles on it and it needed a lot of repairs, as you said.  We came up with several options for you to trade and you decided you wanted the new Subaru ***.  We discounted the *** to dealer invoice because we wanted to help you.  The down payment was required from your lender to make a loan option that was agreeable to you.

  You purchased the 2015 Audi Q7 with ******* miles from us on September 9, 2023.  This vehicle was sold to you AS-IS with all faults and you agreed to these terms when you made this purchase.  I've attached the service records since you have owned this vehicle and I spoke with *******************, our service manager, about the chain of events since.  He informed me that the last time you came to us with a problem you were under the impression that your Q7 was leaking and, as noted in the service ticket, there was residual fluid that has built up over time which we cleaned and this issue was fixed.  He performed a high pressure test, drove it extensively, and found that it is operating as designed at this time.  He also told me that he told you if a serious leak is found again that he would diagnose the leak without charging you a diagnoses fee.  We can not be held liable for issues that occur outside of manufacturer warranties and we do not and have not offered vehicle buybacks.  If you would like to talk about trade options, please feel free to give me a call or stop by any time.

  Sincerely,

  *****************************, GSM
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed a new transmission they said soo they put a used one in and told me i was able too come and pick it up with a bill of 4,030$ when i got there they said they arent dont yet i waited 3 an half hrs then they said they bought the wrong transmission *** i headed back hom which is an hr an half drive. Now they are trying to find me another transmission but are making me pay for the labor thats already done and the labor for the too take out the transmission they put in that was wrong and pay for the labor to put the next one it.

  Business response

  04/19/2023

  Hello,

  Customer opted to have used transmission installed there is only a parts warranty on used parts per the supplier and no labor.  This is explained to the customer if they decide to not install factory new parts that carry a labor and parts warranty from the manufacturer.  
  

  We have offered the customer a discount on the next install as a courtesy to the customer.  This policy is standard on all used parts installed.  Let me know if you have any other questions.

  Customer response

  04/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I was told that the transmission had warranty soo if a week or 2 weeks down the road and it messes up again ill be able to get it fixed but pay the labor. I didnt know that i would be responsible for your guys mess up and pay for the labor that they s**** up on trying to but in the wrong transmission. That was not my fault i shoupdnt be the one who has to pay thousands of dollars for a mess up i didnt do. You guys have had my vehicle for at least 3 months now. I DONT have a vehicle to drive currently and havent since this has all happened. I brought my vehicle to you to get it fixed from a professional that is a audi dealership. Its been very hard for me with not having a vehicle and it just keeps getting worst. We agreed on 4,030$ the day i came up ther to get my vehicle after driving an hour an half ther but waited 4 hrs outside till finally got told you guys got the wrong transmission. I am very disappointed of how all this is going and *** stressed out. 
  
  Regards,
  
  *******************
  

  Business response

  04/25/2023

  Hello,

  
  Again, it was not a wrong part it went in fine and bolted up.  Electronically it would not code to your vehicle.  As you were told originally there is no warranty on labor per the supplier on used parts.  We have offered a discount of $500 on installation of next used transmission labor for customer satisfaction the new total will be $4,718.11 which includes tax.  This balance will be due upon completion of vehicle.  There will be no labor warranty on this installed used part per the supplier and will only carry a parts warranty of 12 months or ****** miles.  

   

  Thanks,

   

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

  Customer response

  04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Having it not being able to be coded is still the wrong part/transmission. Cause it wasnt compatible. This is still way more then the original price. You guys should take the lose from your guys mess up. Not me having to pay for your guys mess up. And me going with out a vehicle because of this for months now. $5118.11 minus the discount of $500 still don't add up too $4718.11 thats only $400 off and we are still $688.11 off from the price that was agreed on. At this point i should have to pay less then what we agreed on from the inconvenience that you guys have caused me.
  
  Regards,
  
  *******************
  

  Business response

  04/27/2023

  Hello,

  Vehicle is being completed today and will be ready for pick up.  As told to customer we would assist customer with labor on second replacement transmission as an act of one time customer goodwill.  The total is $4,314.54 which is reduced from $5,118.11 balance is due on pick up.  Thank you and have a great day.  

   

  *************************;

   

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