Complaints

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:10/07/2024

  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.

  My husband and I bought two 15 passenger vehicles from Royal Auto Group for our business (One on September 3rd and the other on September 6th 2024). On October 3, 2024, we drove to the dealership to get the permanent tags. We had not heard anything from Royal Auto Group about the tags and one of the temporary tags was set to expire that day. When we arrived we noticed that Royal incorrectly registered one of the vehicles as a personal vehicle when both should have been registered as commercial. the manager Kevin, blamed the mistake on MVC. One of the motor vehicle clerks tried to persuade us to put the incorrect license plates on the vehicle because it was "technically registered" while Kevin the manager told us we could correct the issues ourselves because it was "only missing the passenger endorsement." When we let him know that was not possible because our business is a transportation business, Kevin said we have to wait until Tuesday, October 7, 2024 when they usually go to MVC. Kevin refused to provide us with an extension on the temporary registration tags while the dealership corrected the error. Kevin stated he tried calling us "five times," but when we asked if it was about the tags he said no. He also stated that the tags had been in the office for a week but when we asked who called to let us know he did not have an answer. Nor did he have an answer as to how Royal did not catch the issue. I refused the $85 check that Kevin wrote because it does not cover any corrections to the registration that may need to occur as a result of the mistake. We are currently without use a business vehicle that we need five days a week and had to obtain a rental. We told Kevin that we would be back on Tuesday, October 7, 2024 but he told us not to come back until he "called" us.

  Business Response

  Date: 10/25/2024

  Thank you for your feedback.

   

  We are sorry for the inconvenience and the miscommunication that led to this situation. We've been doing our best to satisfy our customers and help them when needed for the past 20 years, and we plan on continuing that.

   

  As our staff recalls they have done all they can to fix a DMV error as soon as they found out about the issue. They have recorded time of trying to call without an answer and the communication they had with DMV to address the issue and help speed up the process.

   

  Sorry about this situation. If you want to connect about addressing this further and anything else, please call the dealership to speak with GM or Finance Manager.

   

  Thank you

• Initial Complaint

  Date:03/21/2024

  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 recently bought a 2017 **** expedition. I purchased it February. 2 second two days after purchase truck breaks down check engine light and transmission light come on. I have towed back to dealership where they said everything was fine. I come to pick the truck back up and two days after the check engine light and transmission light come back on come to find out that the transmission is blown. They will not give me back my deposit they said I have to have the car fixed.

  Business Response

  Date: 03/25/2024

  Thank you for your feedback here.

   

  Our ************* are still offering you to fix the problem and exchange the troubled part.

   

  Feel free to call us at ************ and as for our floor manager.

   

  Regards,

  Royal Auto Group

  Customer Answer

  Date: 03/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:01/02/2024

  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.

  Car purchased on 7/11/2023. Whole experience was wrong but being innocent in nature I wasn't aware the sales tactics being used on me were illegal and down right slimy. They didn't want to give me a ************ change after they already dodged me on giving me the courtesy detailing they promised at the time I brought the car. 30 days later after the car was brought , our plates never came. We contacted the dealer that same day 8/12/2023 and let them know we were going on a trip and need the oil changed a s the new plates but they informed us "oh no one never went to pick the plates up" mind you , we paid them for that plate service but we as the consumers had to go out of our way to pick the plates up ourselves with no apology or refund from the dealer at all. They informed me to come to the dealer to pick up the plates and someone would go but I got there and sat there for 4 hours just for them to tell me I had to go get them myself. They are irresponsible, liars, and I had to pull teeth just to get the free oil change. Salesman didn't provide car fax and stated vehicle had one previous owner. Salesman lied. As of 12/14/2023 we discovered the vehicle was in 3 previous accidents. Lol that wasn't disclosed at the time our $20k down payment was being accepted. As of 1/1/2024 the dealer is now claiming my claim for fraud is not accurate and that there is no remedy. The state attorney already deemed their practices deceptive and they promised to change the way they do business but I see that is not the case. No honesty, no integrity and they are horrible at taking accountability, they just throw it on the next salesman. The bank and the lawyer are all in cohoots and now the state attorney has to get involved just to get remedy.

  Business Response

  Date: 02/02/2024

  Good day

   

  We have sent you an official response through our counselor as your original letter included many legal references so we thought it would be best to respond to them in a professional manner explaining each response to the points you made.

  Feel free to contact our office to speak with the sales manager about your situation. ************

   

  Thank you

• Initial Complaint

  Date:09/20/2023

  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.

  I purchased a vehicle and not even two weeks later it breaks down / haves gas leak . Bring it in the sales man ***** tells me its Been tampered with . Which is a big lie why would I tamper with anything Im paying for . Nevertheless NOW they are **** me 150 extra for an issue that wasnt my fault

  Business Response

  Date: 12/04/2023

  Thank you for your feedback.

   

  Please contact us at ************ to speak with our Sales manager *** to discuss this further.

   

  Thank you

• Initial Complaint

  Date:07/29/2023

  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.

  July 15 2023 went to Royal Auto Group address:**********************************************************************-1821 TO PURCHASE A ******** METRIS i HAD BEEN PREAPPROVED ONLINE FOR We arrived at about 2:00 we gave the salesman the preapproval ,he asked what if we cannot meet all the demands on preapproval is there room for haggling.I stated I wanted everything as was on preapproval,any devitions would dissolve the deal .He agreed he understood and stated he needed to inspect my van for the trade in price the preapproval had stated.After inspection he met the price and we commensed paperwork. After sitting and waiting for 2 hrs ,at 6:00 which was closing time the salesman bought out papers stating they were same deals as on preapproval. flipping one paper on top of another after my signatuer,we got through paperwork.It was about 6:30 when my wife and I finally got back on the road after purchase of vehicle .2 days later the engine light illuminated throwing 2 codes .For fear of ruining vehicle I parked it and had to use other van for work.I immediatley called the auto dealer left 2 messages with no reply.The next day tried again ,no reply .Upset I decided to see what was given ,like van rentals paid for defective vehicle,or anything.I then realized all the addins they added ******* dollars for added insurance,1500.00for a PDI ,Bogus clerical fees ,temp tag fees.Ihave since gotten back with them to discuss these fees which they claimed where set in stone .They wanted me to bring car there to fix .I informed them again of codes and should not drive.The next day they offered to send a tow truck I wanted to again discuss these add-ons ,they did not. I needed to drive the vehicle now because of other vehicles unavailabilitie.Thankfully the codes cleared themselves ,but this was the last thier salespeople spoke to me. I have left messages I canceled the extra insurance after they told me they would other than that they will not discuss the addons.

  Business Response

  Date: 12/03/2023

  Thank you for your feedback. 

  After discussing with our Sales team, you were informed about all the dealer fees and what they represent. BDI is applied because we install and change many parts to prepare our vehicles for sale. You signed all of the papers in agreement with everything. 

  The dealership has offered you to bring the car in, on us, to take a look at the codes and fix any issues. Based on your statement, the check engine signals went away indicating it was not a major issue.

  If you'd like to discuss this further, our Sales Manager or Service Manager would be happy to speak with you at ************. 

  Thank you 

• Initial Complaint

  Date:03/29/2023

  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.

  Dealer provided me a clean auto check, and a clean 93 point inspection, after two days and a shimmer in my car, brought it to my mechanic and sure enough there was $5500 worth of repairs that would have been caught if they did the proper check. My Mechanic also said, that this vehicle was in an accident even though the dealers car check came up clean. Once I got home, did a CARFAX on it, sure enough. It came back with an accident. So the dealer lied with their paperwork and their recordkeeping. 100% fraud, and will not work with me once I called them out. Now my attorney is involved.

  Business Response

  Date: 12/03/2023

  Thank you for your feedback.

  If you go to our website, you will see that we rely on Autocheck to learn about the history of our cars. We rely on them when we purhase our cars and when we sell them. Autocheck indicated that the car was clean and therefore that's what we disclosed.

  Also, all of the services that your mechanic recommended were unnecessary for the specific used car you purchased. Therefore it was ready to go and it was priced $3000 below market value and so you don't expect a car that's discounted this much to be like a brand new car.

  If you'd like to discuss this further, feel free to reach our Sales Manager or Service Manager at ************. 

   

  Thank you and happy holidays 

   

  Business Response

  Date: 12/07/2023

  Sent: 12/3/2023 3:04:58 PM
  
  From:
  Handler
  To:
  BBB of **********
  Subject:
  Respond to Complaint
  
  Thank you for your feedback.
  If you go to our website, you will see that we rely on Autocheck to learn about the history of our cars. We rely on them when we purhase our cars and when we sell them. Autocheck indicated that the car was clean and therefore that's what we disclosed.
  Also, all of the services that your mechanic recommended were unnecessary for the specific used car you purchased. Therefore it was ready to go and it was priced $3000 below market value and so you don't expect a car that's discounted this much to be like a brand new car.
  If you'd like to discuss this further, feel free to reach our Sales Manager or Service Manager at ************. 
  
  Thank you and happy holidays 
  
  
  
  

• Initial Complaint

  Date:11/21/2022

  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 purchased a 2017 ****** quest from royal auto *************** ** the vwchile came with a bumper to bumper warranty 4 months or **** miles plus i purchased an extended warranty witch is not in effect yet i purchased the vechile august 28 *********************** under the dealers warranty the van is at there shop sense november ******* the nachanic **** tells me the flywheel is cracked and they will not cover it because it s not part of the bumper to bumper warranty without the flywheel you cannot start the van you cannot put the van in gear and you just cannot go , i am being told the part is $700 and 10 hours labor. witch i am not going to pay .there opyions are fix my van or give me another close to what we have purchased or give me back my$14500 i am not being unreasonable i purchased this van so my wife would have room for are children we are adopting it hase to seat atleast 7 and be safe. i work for my money not rip people off.

  Business Response

  Date: 11/22/2022

  We are sorry to hear of your inconvenience but need to clarify a few things.  The vehicle had over ******* miles when you purchased it and therefore is an As-Is vehicle.  You did sign documents supporting this.  Also, you were given a complimentary 4 month or ***** mile POWER TRAIN ONLY warranty from an outside warranty company called Gold Standard.   The purchase price of the vehicle was over $3,000 BELOW Market value.  Unfortunately, unforseen issues may arise with pre-owned vehicles and our service department regularly works with its customers to provide repair work at a reasonable cost.  If you wish to have another copy of the paperwork you signed, we would be happy to provide it.  Please contact us as well so we may discuss some repair options to assist you and your family.

• Initial Complaint

  Date:06/10/2022

  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.

  This place sells lemons!!! My father purchased a truck from them and only a few short months after it started to feel like the engine was slipping and a light came on his dash. When he took it to a transmission shop to be looked at they told him the transmission was shot!!! My poor dad works hard for his money and now hes out of thousands of dollars because of these scammers. They even acted like they were looking out for my dad by saying they were "blessing" him that day!! Pure Evil!!! Shame on you!!!

  Business Response

  Date: 06/11/2022

  I have no idea who this customer to offer a resolution