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256 reviews for Royal Auto Group of San Francisco that are not currently recommended
Note: The reviews below are not factored into the business's overall star rating.-
- Nirman D.
- San Francisco, CA
- 235 friends
- 5 reviews
I highly recommend STAYING FAR FAR AWAY from Royal Auto Group. That includes their dealership, service center and the body shop, all of them. I would like to share 3 instances to highlight my experience.
First is with the dealership. I got my first car, an Audi A3, in December 2023. I was assisted by Lorenzo Au. He was nonchalant, rarely knew the tech specs of the car and often acted frustrated when I asked for information on the specifics. In particular, during a discussion of pricing, when I asked him to explain me the extra fees, he replied with "either you pay this or I we walk away", even today I don't understand the costs. It was clear that for him and the dealership, this was just a transaction and they didn't really care.
Second is with the service center. I got the car anyway as I was excited about driving an Audi. Just 2 days and less than 100 miles in, the dashboard started showing error signs for almost everything - Navigation, SOS, Bluetooth, etc. It became dangerous to drive as the navigation would take me into one-way streets, only for me to realize that it's picking my location wrong. I took it to service center and again their response was cold at best. After 2 days they diagnosed the issue and told me that my brand new car (just 1 day old) required a control module replacement. They had me keep the car in the service center and could not tell me a timeline that it would take to fix. For days, I had NO communication from them. No reply to messages, no picking up of phone calls nothing. After 1 week of no information, I showed up at the shop and started to ask for their manager. After long conversation with Darren, the manager, he started to tell me how back in the day people used to drive cars without bluetooth and navigation and that I should do the same. I was very disappointed of this coming from him but finally he assured me they are working on the car and that I can pick up a loaner car meanwhile; so it gave me a little assurance.
When I picked up the loaner car, it had food stains, dog hairs and boogers stuck throughout the car. I went back into the office to the lady that gave me the loaner car and asked her for a replacement or to help clean it. She said "take it or leave it" and pointed me to a can of lysol wipes so I could clean it myself. I spent an hour at the service center cleaning a loaner car so I could use it.
After 2.5 weeks of my brand new car sitting in the service center and days of back and forth on calls, in person meetings, etc. they finally fixed my car. However, during this experience, it was clear that NOBODY there gave a rat's ass about the car or customer experience. They were rude and did not bother about helping me fix my FIRST and BRAND NEW car.
Finally, the third is with the body shop. The body shop is run by Danny. I took the car in to fix a bumper scratch. Danny took the car in for another 1 week. On the day of delivery, he calls me and tells me that when assembling the car back, he started seeing errors on the screen and that I should take it to service center now. I told him that since the errors have come up under his supervision that he should fix it and talk to service to make sure everything is okay. I also expressed to him that I would hate to have to pay extra costs for something that happened while the car was with him. To which he replied, and I quote, "If you can't afford maintenance for an Audi, you shouldn't have bought one". I WAS SURPRISED. I have never heard such tone and hard comments from anyone in service industry before. It is clear that none of these guys are trained to talk to customers.
I decided to show up in person and talk the issue out. When I went in person his demeanor changed. He became very polite, welcoming and supportive. I found out that he was that way because now my car was not starting, a new problem under his supervision. Frustrated, I then went to the dealership across the street and started to ask for Lorenzo who first sold me the car. I was feeling cheated and scammed as the car had a slew of problems. Finally after spending hours from my work, visiting everyone in person, I was able to get them to move and diagnose the issue. Turns out that Danny or someone in his team had left the ignition on overnight that drained out the battery. They then charged the battery back up and gave me the car.
In conclusion, the absolute lack of empathy for the customer, the lack of attention to detail, and the scammy practices of selling faulty cars is the reason why I DO NOT EVER recommend going to this dealership. Please stay away from Royal Automotive Group. If you want to buy an Audi there are other dealers in nearby areas like Palo Alto, Marin and more but DO NOT buy one from Royal Automotive Group or engage with anyone there. STAY AWAY! -
- Amy L.
- San Francisco Bay Area, CA
- 0 friends
- 8 reviews
It has been 70 days since my vehicle has been dropped off at this dealership for repairs after an accident and I still remain without transportation. It took a month to get an initial email from my advisor (Taylor) and then I never heard from him again. I even filled out a survey requesting management to contact me, but have heard nothing. This is by far the worst repair service I've ever experienced. You assume since you are paying a premium price, you'd get a premium service, but I guess not. Do yourself a favor and go to any other Volvo dealer in the bay unless you enjoy being without a car for MONTHS.
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- Ulysses L.
- San Francisco, CA
- 1 friend
- 22 reviews
- 1 photo
These people take the joy & excitement away from buying a car. They have great cars for sale, pretty knowledgeable sales reps, and everything is smooth while they're demonstrating, explaining, and convincing you to consider the car, but as soon as you agree to buy, things go downhill and keeps getting worse for the next 3 hours as they move at a glacial pace to process about 5 documents. You're so wishing to be driving away in your newly selected vehicle but you sit and pace and look at your watch and listen to the sales guy say "just a few minutes more" every 20 minutes FOR THREE STRAIGHT HOURS. You'll hear every excuse in the book-- Oh the other finance guy called in sick, oh someone's daughter this and that, oh I don't know how to type your name into a boilerplate contract, oh the computer is slow today blah blah blah for 3 life sapping hours. I wanted to drive away feeling like a million bucks in my new car, but instead I leave feeling totally exhausted and feeling crappy after being treated like sh*t all afternoon. Car dealerships have a reputation for being assh*les, but this one... way beyond that. Find a kinder, more humane place to buy your next automobile.
5/24/2021 HI Ulysses, Thank you for your feedback. I apologize for the long wait. I will make sure we get… HI Ulysses, Thank you for your feedback. I apologize for the long wait. I will make sure we get this corrected. Is there anything else i can do for you? please contact me any time and i happy to assist you. Thank you very much for your business and again i greatly apologize for the long wait. Thanks, Andy Hansen
415-241-8159
Ahansen@RoyalAuto.com Read more -
- Jackie H.
- Salisbury, MA
- 77 friends
- 7 reviews
Went there twice, couldn't get anyone to even ask if they could help me. They were super dismissive, showroom is dark for the Mazda part so pictures definitely don't reflect the Mazda portion. Third time, I went there to test drive because I was ready to purchase after test driving Toyota, Subaru, Honda and all allowed me to drive with my valid drivers license. Jacob apologized and was very professional and nice, but said that they don't allow test drives if you don't have insurance. I don't own a car, trying to buy one, so why would I have car insurance? Very off-putting and not customer friendly.
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- Hiro S.
- San Francisco, CA
- 0 friends
- 7 reviews
- 3 photos
Do not be a victim, please read and join me by filing.
"Awful experience purchasing a car at Royal Motor"
I like VW and so do my family.
If you like VW too and looking to buy, please go buy at any other dealerships like Oakland or Marin. They are responsible, kind and honest. It worth much more to go across the bridge 2 times rather than drive to heavy traffic on Van Ness 10+ times, no parking space, sit and wait for 2 hours at Royal Auto.
If you've already done and bought extra warranties, please check what you paid for and what is covered.
They'll say the warranty covers glass chip, paint peel... everything bumper to bumper then charge you over $5000.
When something happens they don't do anything and will charge you extra by saying 'Unfortunately, it won't cover this..'
When I asked them they refused to provide the contract of warranties by passing a message to the others, then tell you pack of lies, then ignore emails for over a month and I still haven't received it.
(Their warranty, does it even exist? Why does it take so long to send a file in an email if there was) Very suspicious.
If you left 5 stars review just by purchase experience, I would recommend going over what you paid for and what you received.
Especially If you bought warranties and had to pay extra for repair or replace, start doing investigation by reaching out to third parties like public (no cost) agencies or organizations. oag.ca.gov -- you can add your case easily since mine has filed (PIU#865539).
Should not try dealing with Royal Auto and waste your time for nothing, they won't listen.
I did file to the State of California where took care of my complaint with all the evidence I submitted then I will be receiving $5,000+ refund checks for warranties which Royal Auto did not do anything but charged me.
Yes, Royal Auto admitted that they took my $5000 for nothing and 2 months later I got a phone call from them and now they're sending a refund check to me.
Thank you to the Department of Justice.
And I will be to mailing to DMV (because it wasn't clear that my car was registered for sure for 2 months after purchase) and be reaching out to other organizations and going to other VW certified dealership.
I AM WRITING THIS TO PREVENT CONSUMERS FROM BEING VICTIM.
My experience and reading other reviews I thought it seems like Royal Auto tries to get more money from wealthy Bay Area people who don't have to think about paying extra, don't even realize that they are victims. Don't be the one.
For the entire stressful process, I've been calm, patient and spent 2 months reminding Royal Auto to respond to my questions - like to provide the warranty contract.
And kept all the emails that showed how they did NOT respond to my emails.
I only wanted to receive what I paid for.
5 people that I talk to are all the same. Dishonest, cheats and unprofessional.
Verbally convince you to feel comfortable but will end up doing no follow-ups, they fade out. Lots of liars are at Royal Auto.
There are so many "managers" who don't do anything for you but just fades out. I know that the service department manager who didn't even know how 'tire rotation' works until I told him to ask someone who knows, Luis wrote the inspection report said 100% good - and I received a car on a RAINY NIGHT with chip on windshield (they tried to charge me in full to replace), bumper cover was 1/2 inches off from the body, paint was peeling, 7"x3" interior light cover was missing (had to go back twice just to get this). I told them I cannot inspect, John clearly said: "Today is the last day of the month we want to sell one, you can come back if you find any and we'll take care". Then they kept IGNORE for 2 months! Receiving $5000 doesn't mean it's settled. I won't, never forgive you lied, said "I inspected the vehicle prior of taking delivery"
A Hyundai Kona loaner car that I had one day in December came with 1 flat tire (air pressure lower than 19), the other 3 tires had air pressure of 40! (usually 34-36) I had to stop by at a tire shop to take care. I informed them about it and I'm hoping they replaced the tire before it goes to a new owner.
Salesperson forgets about appointment who said he's been working there for 7 years and then at last message before he passes an issue to the other he said he is new, just start working there so he doesn't know well.
More stories with details that I wanted to share but it'll take 2 more pages on your computer screen so I'll be done writing soon.
Anyway, If you STILL want to buy at Royal Auto for some reason, good luck.
Royal Auto - even if you reply excuses to this message, all of the evidence was filed to the State which shows it's not true.
I just wanted to share my thoughts and experience as a consumer.2/26/2020 Hi Hiro,
I apologize that you did not have a good experience. I believe we have resolved everything… Hi Hiro,
I apologize that you did not have a good experience. I believe we have resolved everything that was outstanding. If there is anything more i can do, please call or email me. I apologize again and i assure you that this does not represent how we do business and i apologize that you did not get the type of experience you deserve.
Andy Hansen
email: Ahansen@RoyalAuto.com
phone: 415-241-8159 Read more -
- Katie M.
- San Francisco, CA
- 0 friends
- 6 reviews
I have gone to Royal Auto Group since 2014, although for all intents and purposes stopped going about a year and a half ago b/c of their idiotic "appointment" system that is only about you dropping off your car conveniently to them, for them to tell you it'll be 7+ hours for an oil change.
I moved on to My Mechanic (great place!). But late last January the so called "Mazda Connect touch screen" (the car's computer) started up with some major glitches. They told me the car was beyond warranty, but they could "upgrade" the computer and that would fix it.
It's insanely annoying to have the radio go haywire and change stations 43 times a minute, hack into phones that are wired into the car and basically go nuts. So I agreed to pay to have the "upgrade".
Needless to say, the "upgrade" did jack shit.
Move forward to August 2019, I get an official letter from Mazda. They admit to their failing and state that not only will I get paid back for my crap "service", but that they will renew the warranty for 5 more years.
Apparently at Royal Auto Group, it will take this long to get it fixed.
I made an appointment, very clear about why I was coming in. Came in and was told that they didn't have the part, but would order it.
Called them a week after, no response, no reply, no callback.
Called them 2 weeks later, again, no response, no reply, no callback.
This place meant quality once upon a time, nowadays, the turnover is amazing, which is absolutely telling. The quality has gone to shit.
I am a hostage b/c they are the only game in town, so if I want my glitchy car computer fixed, I have to continuously call them with no response. -
- Mike A.
- San Francisco, CA
- 0 friends
- 2 reviews
As others, I had a pleasant car buying experience with Royal, nothing special, but fair and efficient.
However, the second you try and use their service or follow up with any issues, they turn off the customer service switch. In fact I called three different times on one occasion and they just hung up the phone without answering from their service department.
I'm done working with them and will take my business elsewhere. -
- T K.
- Mill Valley, CA
- 0 friends
- 1 review
We purchased a certified pre-owned car from Royal Auto in April. First, there was a leak that caused our back seat to flood. This required the normal hassles that come with scheduling a repair, including being without our car for a week. After the leak was repaired, the check engine light came on. We took the car to a different Volkswagen dealer who noticed several issues with the car (a certified pre-owned car should without issues). This required us again having to return to the shop and again having to be without the car for several days. Finally, part of the car cost was registering the vehicle with the DMV. We waited for two months, no new tags ever arrived. We followed up several times with the dealer, and finally were told there was an issue with the registration. There was no communication to us about this issue and if we would not have followed up, I do not know if we would ever get our plates. The dealer tags are only good for 90 days and we are now passed that time, still no tags. It has not been a good customer experience.
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- Peter S.
- San Francisco, CA
- 0 friends
- 2 reviews
I bought my Mazda 3 from Hertz in May. On my first road trip, I noticed a quick vibration when I applied the brakes on a long downhill stretch into San Luis Obispo. I thought it odd, but thought it might be the abs kicking in. The vibration did not re-occur.
When I got home, I called Royal Motors to see if this could be the problem and was told that they would have to look at the car. I also mentioned that the brake pedal was a little spongy when I was standing in traffic or waiting at a stoplight.
The diagnosis was as follows: The spongy pedal meant that the brake fluid needed changing (after 30k) The rear rotors were warped and the pads were at 4 millimeters and also needed replacement. Total damage $1,200.
Since the repair wasn't under warranty, I decided to take the car to my mechanic.
I had the brake fluid changed. There was no difference in pedal feel. The manual calls for inspection, not a change.
He said the pads were at 85%
He agreed with me that if the rotors were were warped, I would feel the vibration every time I touched the brakes. (Again, this happened one time.)
The diagnosis cost me $205.
Needless to say, I won'r be rushing back.
Peter S. -
- Santos S.
- Danville, CA
- 0 friends
- 3 reviews
- 1 photo
Who would rate that shitplace 5 starts? Those reviews are either bought or written by relatives of the crooks that work there.
This is how it went down this Monday - short story:
1. Called them to ask if they had the car I needed - Sergey picked up the phone and promised to go "find the car" and call back in 5-10 minutes. Obviously, he was never going to call back.
2. Called them again in half an hour. Some other dude picked up, apologized for Sergey and promised he would have the car I asked about parked in front of them in TWENTY minutes. I asked if he really had that car - he said it was in warehouse and he would drive it to the sales office in 20 minutes flat. I already knew that the car wouldn't be there, but since the place was a short BART ride from downtown SF - I decided to visit them anyways.
3. The same Persian person that was on the phone met me and we sat down in his "office". The real show began :)) He first called somebody "at the warehouse" and asked if the car was PDI'd yet and then asked how long it would take to get it prepped... Then he turned to me and showed his cell phone with text messages he supposedly had sent to the "warehouse" right after our conversation... Then he called "warehouse" again and confirmed the car would be ready in (now!) 90 minutes. On and on and on, that continued for a while.
4. Showtime! He proceeded straight to paperwork BS - "We can do paperwork first and then I will have car for you". He repeated it like 10 times, at least. "We can do paperwork and I'll give you a used car that you can drive home and pick up your car tomorrow morning". Who buys into such a ridiculous scam nowadays?
5. I really got bored and told him I would talk real things when I see the very car I wanted to get (not "something similar"). He then affirmed me he had that car available. I asked where it was... - "Don't worry, I have the car, just do the paperwork".....
6. I stood up and said that I would come back tomorrow morning and he replied with this MAGICAL question:- "HOW CAN I TRUST YOU THAT YOU COME BACK?"..... O M F G.
7. When I was leaving the building he shouted at my back their standard shit - "do you own any car now?? how much money down??...."
8. Amazing - he sent two text messages that evening - see below.
REALLY????
Conclusion: disgusting.
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- Lora R.
- San Francisco, CA
- 0 friends
- 0 reviews
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- Miraloma, San Francisco, CA
- 10 friends
- 1 review
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- San Francisco, CA
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- 4 reviews
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- San Francisco, CA
- 5 friends
- 267 reviews
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- Chicago, IL
- 50 friends
- 25 reviews
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- Oakland, CA
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