Royal Automotive Group

Just bought a 2016 VW Tiguan R from James. Super stress free, no hassle. Got the price I wanted and no hassle.

This is the second time I’ve leased from this particular dealer. I returned because I was so impressed with Jason and the overall experience all who helped me at the dealership. Jason was professional, super efficient, and very knowledgeable. I highly recommend this dealer and in particular Jason with VW.

Once again, I come to this place only to get terrible service. I can in to see if I can get my car refinanced. I was told that I had to wait 20 minutes which was fine. After 45 minutes, I am told that they need to «work» on it for 2 hours. Why couldn’t they tell me this upfront??? Avoid this place like the plague. This is the third time I have had a terrible experience here. Never again.

Last month following a little misunderstanding with my garage door, my Audi A3 found itself in need of bodywork so I took it to ROYAL for a makeover. Nicole and Tony are thorough in their knowledge and provide excellent customer service. I recommend them without hesitation.

Absolutely cannot stress enough how excellent their customer service is! Tony is the bomb, vw needs to pay that man!
I am visiting my brother from out of town (oregon) and parked my car out on the street overnight. Apparantly the area that he lives in isn’t the best, as I came down the following morning to a broken window (Thanks for breaking the window to get into my car with nothing in it). I wasn’t going to need my car for the weekend as we were right in the city, but now I was concerned as to where to keep it so it would be safe…
After a Google search I ended up at royal automotive group — from the moment that I arrived Tony and the kind young woman helping him made me feel like I had nothing to worry about — and they were right! Because the window wasn’t going to be available until Monday morning, they offered to keep my car in their garage for the weekend. This was the best possible news — peace of mind for my car made the weekend a much more enjoyable experience.
If you have made it to this point in my review I think you get the picture — 5 star review for a reason. Thanks again tony!

Tony at Royal Auto is the BEST! So competent, responsive and they did an AWESOME job. My car seriously looks perfect after I collided with a feisty garbage can. And thanks to Tony for also coordinating with the Enterprise folks and dealing with my rushing in and out in the middle of a work day. They’re the best!

Tony and Royal Auto took care of us after our car was smashed by some idiot in a hurry to get nowhere. From the initial inspection to final delivery Tony and team kept us updated on what was happening and how long it would take. Their estimates were spot on as the work was done on time and looked great. They also insured we got the quality parts the car deserved, instead of the recycled parts that the insurance company estimated for. If you want good, dependable service and quality parts this is the place to go.

Royal Automotive took such good care of me and my VW. As soon as I realized my window had been broken, I Unilocaled VW shops and this was the first one to come up. I hurried over to this shop in need and they gladly took my car and I in, in their closing minutes. All I wanted was for my window to be repaired, but they gave me more than that. Two business days later, they received the glass an hour before I picked up the car, and called the man who installs the glass to put it in so I could receive my car by the end of the day. On top of this, they cleaned/​vacuumed the interior of my car and washed the exterior of my car. I have never received better service in any department in my whole life! Thank you Royal Automotive for making me a priority even though I was a first time customer. This place showed up first in automotive repairs for a reason and personally proved to me how awesome they are. This will always be my first and only go to body shop from here on out. I thank the kind staff, mechanics, and secretaries for making my car and I a first priority.

Pathetic service! They kept my car from April 01 to April 15^th after telling that it will take 3 days. They changed the gaskets and belts on my Mazda 6. After $ 4500.00 and two month later I realized that I still have an oil leak. This time it was the tensioner. It was ordered on June 28^th. After a month of waiting a call to bring my car for repair (I was told that day that I will be called when the part arrives) I finally called them. Guess what, they received the part today July 29^th. We should be able to give minuses stars to grade the service they provide.

The worst. Not only was my car late by 2 ½ weeks, but I wasn’t informed about the delays and had to call in myself to figure out what the status was. Happened 3 times — the second time we had a road trip planned so I begged them to get it ready in time but despite promises no luck. Also realized after that my Manual had disappeared out of the car (seriously, take a manual?!) Finally, the decided to tell the insurance that a part of the damage was not associated to the accident even though I insisted it was and my insurance rep backed me up. Silly people. Genuinely loved the service at the Service so figured the bodyshop would be just as good. But no luck. The only positive thing is that they covered the rental car during the delays — they didn’t offer though, I had to ask. Terrible — don’t go.

Peter and Lou and the crew fixed my A4. I was hit in SF onthe driverside quater panel and bumper. Thanks for the solid info and great work. If something happens again I will bring it back to you.

Janice and Nicole were fantastic. It took 40 days to get my Audi RS5 back but the work was superb and Janice was always ready to answer questions.

I’ve been taking my cars to Royal Motors body shop since 2010, and in the beginning they were great; timely service, friendly staff, quality work. Over the past year and a half that has dramatically changed.
Every time I’ve brought my car in since early/​mid 2014 to now, something has gone wrong, from not completing the work on time, work orders being left out and not completed, a lost key fob and then a run around trying to get in touch with the manager to replace it (and to be fair, they did replace it) to no reimbursements being sent for the rental car and the ensuing run around getting that sorted out with their department over the course of 6 weeks.
Yesterday was the last time I’m taking my car there. Came in on time for my 9:30 appt, had to wait 20 min just to check in and drop it off. Left it for an oil change/​service and to clean the throttle body. Told it would be ready around 5. Never received a phone call so at 5, I called to check on the status. Waited on hold to find out the associate was busy and he would call me back. At 5:30, a half hour before they close, I’m informed that the car isn’t ready, that no work had been done at all due to them being «swamped» and that a finish time wouldn’t be known until sometime mid morning the next day. I went in and picked it up and am going somewhere else.
I sent an email to let them know about the situation, and to their credit, the manager got back to me right away this morning. He apologized, said he didn’t know how it slipped through the cracks, and that he wanted to keep my business. I told him that I was notifying them about what happened so that it wouldn’t happen to someone else and that I didn’t want to come back. He said to keep his number in case I changed my mind and that was it. Their staff are polite and professional and when they actually do the work on the car it is quality. While I appreciate him reaching out and responding, the call really felt like just lip service. Yes, they called and responded to my email, but they didn’t really offer anything to keep my business, except to tell me that they wanted to keep it. The call was less than five minutes. Felt like they were just going through the motions so they can say that they tried, but I could tell that it wasn’t really important to them. They are very busy and the loss of my business isn’t going to make any difference.
I used to really like this place, but not anymore. Won’t be going back.

I saw they had a used car for sale that I might be interested in. Called their phone number probably 6 times over a two day period and could not get anyone to answer it. Tried every combination available on the automated attendant with no luck. Indicates to me that they are not interested in customer service or selling cars.

Thanks to Nicole and Janice for excellent customer support. Had my car back in two days. Couldn’t be happier!

Mitch promptly got back to me on the back of this review. There has been some staff changes and he admits some things have fallen through the crack.
The call to confirm my appointment came 4 business days after initial inspection.

I didn’t realize until recently that Mitch, the manager at Royal Motor Service, also oversees the body shop. Peter was the manager at the body shop for years, and I was treated with so much care, and my car always was returned in excellent condition. .
Peter suddenly disappeared recently, and Vince took over Peter’s job. It was a disaster. I spoke to Nicole who agreed to bring me the car since they weren’t able to have my car ready on time. She told me Vince agreed to this. It wasn’t on time because they didn’t order the front bumper when I first brought the car in to be assessed.
As a result I was without my car for 4 days and the car was just sitting at the shop, Nicole did not bring me the car as promised, and NEVER showed me the courtesy to cancel the appointment.
I learned Mitch had been involved and then it was SO clear why they simply didn’t keep their commitment. Mitch actually told me that the reason they didn’t come to my house was because I left the body shop a message I was running about 15 minutes late. They never called me about that message, but used it as a reason for never calling me. That’s the way Mitch treats me, which explains why there are so many negative ratings at Royal Service.
Mitch talks, but never acts in a way that matches his words. Of course, he doesn’t see this disconnect, but I always feel it when he’s involved with my car!

Incredible customer service. Nicole is very responsive, and they make the painful process of car repair very painless. There is no other place I would take my car. If there were six stars, I would give them six :)

My hatchback was broken into right before a move, so I took it to Royal Automotive for repairs. Lou and Peter at the body shop were amazingly helpful at scheduling and prioritizing the repairs, dealing with my insurance provider, and keeping me informed about what was happening.
I was calling and visiting the shop daily asking questions, and they were always friendly, and trying to do anything they could to make my situation easier. It was really helpful working with them – I actually preferred it to working with my insurance.
Most importantly, the repair work was flawless and thorough. Having your car broken into makes it feel unsafe and violated; Lou and Peter did a good job at making things right. I would definitely recommend having Royal Automotive do any/​all service for your car if you live in the Bay Area and have a VW/​Audi/​Volvo/​Mazda.

Not sure why there are reviews for purchase/​sale of cars here when this is the Body Shop. But because of my experience at the Body Shop, I refuse to get my car serviced/​maintained at Royal Motors — I recommend to all my friends with Audis that they go to Rector in Burlingame. Anyway, to the point:
My car, at only two months, got rear-​ended. Despite my insurance carrier’s recommendation that I take the car to Chilton, I brought it to Royal because I thought they would care more (as my car is an Audi). It look longer than they originally estimated, but fine; that happens. Then two months later, I get side-​swiped! (I have TERRIBLE luck). Brought it to Royal again and they had to repair the driver’s side.
When I got the car back, there was a whistling coming from my driver’s side window. They hadn’t fixed the window properly. So I take it back and because I need to get to work, etc., I have to get a rental car. They said the would reimburse me.
I get the car back and ask for a reimbursement. I don’t get it. I ask for it again; no response. I send SEVERAL emails, I don’t get a response back. I leave several voicemails, I don’t get a response back. Finally, I get a hold of them and they tell me that the reimbursement for the rental was sent to me. It doesn’t come. So I go through the rigmarole of calling and emailing again. I finally get a call back and it turns out they sent it to the wrong address. They reissue the check. It basically took 3 months for me to get my reimbursement.
Fast forward 10 months later. After getting my car hand-​washed, the person washing my car points out to me that the driver side paint has oxidized a lot, especially in comparison to my passenger side. I checked it out — my reflection on the driver’s side is blurry. On my passenger side, it’s almost a mirror!
Because Royal Automotive told me that they have a lifetime guarantee on their paint, I emailed to let them know that there was marked oxidation on the side of my car that they repaired. I have not heard back from them.
I am going to go to a reputable auto body shop, get an opinion to confirm that this is a shoddy paint job. Depending on that opinion, I am considering sending a demand letter and then filing suit. I really recommend that people do not come here. They are super friendly and nice… so long as they will get paid by your insurance carrier. But if it’s a mistake they’ve made, it takes them MONTHS to get back to you to fix it or they don’t respond at all.

The best customer service and experience I’ve ever had at a body shop. I took my Audi A7 there for some body work and I was so pleased with how helpful Lou and Peter both were to me. Lou was very outgoing, knowledgeable, and was motivated to make sure I was a happy customer. I asked for my car to be ready as soon as possible being that I had somewhere to go, they were honest with me and stated they would do there best. They were able to get the repair work done before the time I even asked which made me very happy! When I showed up to pick up my car I was very pleased with the repairs. Again, Lou delivered awesome customer service! My experience there definitely exceeded my expectations. I would refer anyone to this place.
Thank you again for such a positive experience and for the outstanding customer service!!!

Surprisingly, I was able trade-​in my old 2005 Ford truck for a new 2014 VW Jetta, and these guys made it happen without a sweat. Thomas B. was the sales associate I had the pleasure of working with and he guided me through all the steps needed to undergo an effective trade-​in and financing of a new car. I was fortunate to have been directed in a most efficient manner by an exceptional associate. I was having a bit of trouble trying to sale my car on my own and no other dealerships were able to see any potential deal in it. Thanks to Thomas and his team at Royal Automotive I was able to achieve what I thought was nearing an impossible feat.
The entire process was headache free and we had everything said and done in a more than reasonable amount of time. Thanks guys!

The quality of work, the customer service, and the quick turn around time were all great! I definitely recommend Royal Automotive Group Body Shop.

Just purchased a new Audi Allroad from Royal Motors…
I’m someone who buys a car and expects it to last at least 200,000 miles. I buy quality and expect good service. I’m very loyal.
Our experience at Royal was amazing.
Chris McIrvin made buying a car easy– and so pleasant!
His honesty and years of experience as an Audi salesman reassured us. This is NOT a typical car sale experience. He answered all of our questions intelligently and without any attitude or ulterior motives. It was the most straight forward car sale I’ve ever experienced.
Thank you to Royal Motors– I look forward to bringing my car there for service– and to recommending you to friends!

Shipped my car from East Coast to SF and the transportation company dented my roof. Researched and went to numerous top rated auto body shops but this place stood out!
Fast forward 4 days after I dropped off my car. My silver Audi came back looking brand new. The work was fantastic!
Peter, Vivian and crew took care of my car. The roof and paint job was top notch and car came back super clean and detailed.