Royal Motor Service Center

Note: this is an old review that I never wished to submit. Today, for reasons beyond my understanding, it was submitted! Audi actually treated me very well in the end, apologizing for everything and making me whole. I left a happy customer and leased another S5. This one has been much better!

Chris and Erica, as well as Audi Roadside Assistance, were just incredible yesterday. I went to leave my house around 2pm only to find I had a completely flat front right tire. Audi SF Service said they could squeeze me in if I could get the car there by 3:30pm (they were closing at 4pm). I really appreciated this because Audi SF is closed on Sundays and Memorial Day on Monday meant I’d have to wait 3 days otherwise. Audi Roadside Assistance had a tow truck at my place in less than 30 minutes. At Audi SF Service, Chris and Erica stayed late to make sure I had everything I needed taken care of. This not only included giving me two new front tires, but also taking care of a recall repair that I hadn’t even known to ask for, an emergency parking brake that I hadn’t realized was actually shorted out and unsafe (I had only noticed I needed to push more deliberately to disengage), and topping off my car’s fluids. They also caught a bad engine sensor that while not critical would prevent me from passing a smog inspection, and told me to be sure to come back in for that repair before my four-​year warranty expires. Chris and Erica were extremely professional, helpful, and went the extra mile!

Erich Christjansen who works at Royal Motors Audi in SF knows how to provide the best customer service. I’ve had a few issues with a vehicle I purchased there and he’s taken care of everything with white glove service. He’s a nice guy as well. This has been my experience, not just recently, but since he started helping my family with the cars we’ve purchased at Royal Motors. We’ll keep going back because of him.

I’ve been taking my car here for the last few years but once my warranty expired i figured i keep coming, force of habit i guess. Ugh, it was nightmare. first it took almost 2 weeks to get in, then gave me an estimate of $ 1500 for all for brakes (plus new rotors) (which i ended up getting done, with premium parts, ceramic brakes, etc… for only $ 600), and misdiagnosed the other issue my car had so i made a few extra trips. That actually turned out good because the cost of that estimate was $ 2200 and i was able to get done for $ 800 and a week later. I still may go back for oil changes but not for big repairs.
Plus they don’t wash the cars any more because of the «drought»… Hmmm: /​
On the plus side the oil changes have all been fine, though they do take about a week to book and takes about 3 hours to finish but they do check the car which is nice.

Let me start by saying that I am not even the type of person that does Unilocal reviews but I wanted to make sure people are aware that taking your car here may not result in a repair. Never in my life have I had such a headache dealing with car issues. I purchased my car from Royal in 2012 brand new.
I should have known better. My initial purchase was a disaster. The salesman told me boldfaced lies about the warranty I purchased and what it covered. The branch manager kept me in the dealership for an entire day trying to wear me down on my trade in value of my old car, which was also a VW. I still decided to use the recommended service center after being told that the individual was no longer with the company because of similar issues. I really wish I would have bothered to read about others experiences before going to this place.
Matt the rep at the repair shop was completely nice and I think doing the best that he could given the circumstances. I initially came in for a check engine light, they did a simple «repair» and sent me on my way. The light came on in about a week and I was back at the shop. They did another «simple» repair and I was on my way. Long story short, I’m now on my fourth or fifth trip back and forth. With them keeping the car from anywhere from 3 – 7 days at a given time and me having to feel like I needed to demand information. I’m still not confident that the issues are corrected as typically the car drives fine for about a week after I bring it home.
I got conflicting info on the effects of the repair from VW of America and Royal which was odd. It also seemed strange to me that VW just didn’t care about any of it. They basically said they leave it in the hand of Royal. VW did nothing for the hours of wasted time I had running back and forth picking up rentals and loaners, not even a phone call from the district rep for our area. Considering this is my third (and last!) VW I expected higher quality service.
When I finally picked up my car today they didn’t even detail it after keeping it for a week and driving it around and then had left a pair of jumper cables in the back of my car. Even though I was told by the rep that no one had needed to use jumper cables to do anything to my car. I found this totally unsettling and lacking professionally.
Think about what you’re doing before you make the potential time commitment of using Royal Auto Group or investing in VW. They have NO respect for people’s time.

Brought my car here after a bad experience at another Bay Area Audi dealer’s service shop. I needed all 4 tires replaced.
Made appointment online, came in and everything was ready to go. The replaces tires and did the alignment within 2hrs. They paid for my Über rides from and back to the dealership.
Chris Sung coordinated everything. He delivered on the time estimate and my car was ready when he said it would be. Thanks to Chris, my experience was very positive and I’ll bring my car back here again.

I have been using the dealer for two cars. On a number of occasions I have had to come back to correct a repair that wasn’t properly done. My GLI needed a new engine after 18,000 miles, which was troubling.
I came in last week with a tire that was leaking, and Frank Lee told me he could diagnose it by squirting soapy water on the tire, and determine if there was a nail in the tire. He told me things were fine, and the next morning the EXACT same thing happened!
He was very upset that I left him a message saying how angry I was that this had happened. At the end of the conversation he asked if there was anything else he could do to help me and I said, «Yes, own your part in this situation.» He hung up the phone as his response!
I spoke to Eric, the General Manager, and he sounded helpful initially. Then he launched into how I have such high expectations. Interesting way to handle the situation by pointing the finger at my wanting to have Frank diagnose the leak the first time, rather than sending me away with a poorly diagnosed leaking tire.
I also talked to Frank Lee about an upcoming 20,000 mile tune up, and asked why it cost $ 390, and he replied, «That’s our cost, and if you wish, check around with othershops to compare costs.» In conclusion, I checked around with regard to service costs. A local mechanic, with only great Unilocal, (A number of the Unilocal on Royal reflect a similar experience to mine), charged $ 90. Wow, that’s an amazing cost differential.
I want to write an update about tires as I just got a new leak on Thursday. I went into my new tire man on Harrison, and learned the full scoop on how to correctly access a problematic tire. The key, they explained was HOW you do the squirting test –there’s a very exact protocol to follow. This process was followed, and a very small leak was discovered, which then was patched.
So, now I realize Frank Lee was more of a part of the initial tire problem then I initially assessed — because he did use the squirting of the soapy water — but clearly didn’t have a clue how to do it properly, because I ended up 24 hours later with the identical problem that he improperly said was «fine.»
The tire problem that Frank assessed was a much larger leak, as the tire was incredibly flat, as compared to this last slow leak, and still he missed it! He’s got an ego that prevented him from realizing he doesn’t know how to squirt the soapy water properly, and should have given it to a more knowledgeable mechanic, as he’s a service advisor. When a layman has to discover this information, as a result of Frank Lee’s poor assessment, followed by his hanging up on me when I dared to ask him to «own his part,» it says it all.

Can you say scam?
I scheduled two services with Royal Motors for Wednesday April 27^th, 2016.
Let me preface this with the fact that I am nine months pregnant.
Appointment was made for 7:00 AM drop off. However, when I made the appointment I was given the wrong address to drop my car off. I was given 285 South Van Ness Avenue. So I didn’t get to the actual repair shop until 7:30 AM.
I brought my car in for a free recall repair, an oil change and told them that the tire pressure light went on a few days ago. In total, all services to my car should have taken an hour. I was told they were a mechanic short and the earliest I could get my car back was 2:00 PM that day.
I didn’t get a phone call until 11:58 AM informing me that there was a nail in my tire which caused the air pressure light to go on. I was told that they didn’t have my tire in stock. I was told the shop is only allowed to order from a manufacturer based out of Los Angeles. I was told that because the tire order was put in so close to 12 PM, the tires would not arrive to the shop until 1:30 PM the next day and the earliest I could get my car back would be 5:00 PM the next day. Also, I was told since my car is AWD I would need to get all four tires replaced at the same time. From their manufacturer this would cost me between $ 700-​$ 900. Lastly, I was told there was a law in California that prevented them to patch the tire and let me drive off the lot.
At no point in time was I offered the donut to be put on, a rental car or courtesy vehicle, or for my car to be towed to a local tire shop (I have triple A). I spoke with Matt, Dave and Kevin Johnson (Supervisor) and they all told me various reasons as to why my car had to stay there overnight. So after numerous telephone conversations and talking to the higher up, I was misled to believe that waiting for the tires was my only option. Only to find out later that there is no such law and when a nail is in the tread and not the sidewall (which was my situation) they can patch the tire and let you drive off the lot.
I don’t live in San Francisco, I live in Berkeley, the shop knew this. At no point was there any expressed concern or resolution offered so that I could get back home that evening. Did I mention that I’m nine months pregnant? Additionally, when I arrived back home, I was locked out of my house because they had my house keys in their possession.
The only reason I got my car back was because I know an Attorney who searched and he told me there is no such law. He told me, «They can refuse to provide a service but it is illegal to hold your car hostage.» He advised me as to what to say to the shop the next morning when I called.
The next morning at 7:00 AM, I left a voicemail on Kevin Johnson’s line as well as the main number. I indicated that I did not authorize them to remove any tires, replace any tires or provide any other service to my car. I was picking up my car that day, driving it off the lot and taking my business elsewhere.
That morning at 10:30 AM, I got a very nonchalant voicemail saying, «Hello, we got your message, yeah, your car is ready to go as long as you get here by 5:45 PM today.»
I picked up my car at 1:00 PM on Thursday April 28^th. I mentioned that I would be reporting the shop to the Board of Automotive Repair (BAR), at which point, Dave came to speak with me. He explained that he knew a guy at the BAR and all the BAR was going to do was provide them with some coaching on how to improve. At the same time, he was trying to discourage me from reporting to the BAR, stating, «We understand a poor Unilocal review but not a complaint to the BAR.»
When I explained I was lied to and there is no such law in California, Dave explained they couldn’t let me drive off the lot because it was a «safety» issue.” He said, «I wouldn’t even let one of my guys drive off the lot with a tire like that.» To which I replied, «That’s interesting because the tire is in the same exact condition it was when I dropped it off. The tire is no „safer“ today than it was yesterday. Therefore, that reasoning is a moot point.»
Basically, my car was held hostage from 7:30 AM on Wednesday April 27^th through 1:00 PM on Thursday April 28^th.
I requested the oil change be free, which they honored. However, yet again, it was not something that was offered to me.
As a consumer, I have never been treated so poorly. As a consumer, I have never been more deprived of customer service, combined with misleading information so that a company could attempt to make between $ 700-​$ 900 off of me.
Horrible. Horrible. Experience.

I recently took my Mazda3 to this place after a battery failure. I would say they gave it a very thorough inspection within a day. Although the problem was not fixed the first time and I had to take it back, the good thing is they are really taking the initiative to make sure you are happy with their service. When I complained to them in email about the failure, they called my cell and promised whenever I take it back to them, they will take care of it as a priority and fix the problem for one last time. So I took it there after a few days and the front desk rep (David) has been really nice about it. Even though they got the same test result from the first time (battery was OK), they still replaced it for my concern. They will even reimburse you for taking public transportation (Über or Lyft if you prefer) and the daily max is $ 20. It may not be completely enough for some people but for me, it is highly appreciated and very reasonable!
Will continue using this site for my vehicle service need. Hope you can keep up the good work!

I just had my Q5 serviced and was happy with how they accommodated me by fixing my check engine light the same day with no appointment. Great service department!

I can’t say enough about the exceptional service I receive at Royal Motors. My service contact «Chris Sung» is always courteous and thorough, and I always feel like he is going out of his way to get me on the road safely. I never feel as though I am getting the rush, Chris explains everything to me so that I can understand the repercussions of any decisions I make regarding repairs. He calls me with updates and price quotes and I never have any surprises when I pick up my car. Chris is a true professional in his field I have been through 3 cars with Royal Motors and keep going back. I have recommended several friends to buy form Royal just for the service from Chris. Hope to see you many more years as a loyal Royal Motors Customer.
Colleen

I was having an issue with my car right after a warranty service, a little AC/​Heater blower issues. I did some research and figured it was a resistor. I called up to try and discern if this could have happened as a result of the warranty service also in the dash.
Turns out the answer is bring it in and we will check. That turns into a $ 199 evaluation (which they did reduce to $ 119). That turns into a $ 900 estimate to replace the resistor ($ 110 in parts –WTF?) and the blower (a more reasonable $ 350).
I called around and took it to another shop. Turns out it was the resistor and it cost me $ 95 to fix parts and labor. It took all of 15 minutes. The labor estimate was $ 300 and the part was $ 110 here at Royal. They also strongly recommended changing the blower saying the voltage was too high. Had that tested too and it was not reading abnormal.
I have been happy with the warranty service but bring the lube if you are sporting the cost, it is going to hurt.

I sing high praises for the excellent service I and my 2009 Audi A3 receive thanks to Johnnie Liu and Erich Christjansen. Most recently there was a problem with a gasket. ROYAL provided me a loaner vehicle while my car was being repaired. I recommend ROYAL Auto Group without hesitation.

very very very DISAPPOINTING!!!
Took my car (09 Tiguan) for 80k service and also there was some other repairs.
One of them was: There was problem with drain system and rain water was getting in my car.
they found the problem and took care about it. all good so far. Then gave me estimate for change carpet under the 2 seats (passenger and behind) $ 2800 was very expensive for my budget and i asked not to change carpet. after all service and fixing other kinks they told me car is ready 9 days later.
When i pick up the car water was still in the car. They let water stay in the car for WHOLE 9 days!!! i told them not the change carpets!
My total payment for service and fixing was over 4k but they did not bother to empty water!
will never go back there ever!!!

I regret buying a VW after having to deal with service. I received very poor customer service that is unbelievable. My brand new VW broke down and the engine was smoking badly going up California st. My life was endangered since the engine lost power and wouldn’t properly move anymore. I called service the day after and they seemed to not care at all. I was informed that the next available appointment is after two weeks from today. Also, I was denied getting a loaner car, since they don’t have any! (I bought my car brand new 2016 with zero miles) it’s only 5 weeks since I bought the car, it’s ridiculous! Wonderful job VW on how you treat your new customers. I really regret my purchase.

Can’t get through. Service line just rings and rings without a voicemail. I’ve used Royal for 8 years now. Never used to happen. Used to love the service I got. Now they seem to not care &/​or are poorly understaffed. Man the phones! Not all is online appropriate.

Buying a car is one thing… buying a car with servicing it later is a whole different equation. I have to drive, for my car, either to Marin of Daly city (can you say pain in the ass?).
Royal Motor Service Center has gotten better and better over the years: They have consistently upped their game (remodel, customer relations, offers etc).
RMSC has now segmented their service center into various car brands… Audi is in one place, Mazda another, VW… etc. Service is superb now that they can concentrate on each brand.
Location is great.
My tip to you is: They now offer to reimburse you, up to $ 20 dollars, for an Über ride anywhere once you drop your car off. That is a very smart and clever Idea.

I wanted to give Royal Auto a try since my first 10,000 mile service is free. So what’s not to like? Here is a list:
My air conditioner stopped working in my almost-​brand new, gross-​polluting TDI. Upon pick up, I was told the problem was identified and fixed. A few days later I turned on the AC and nada. Then I read the service paperwork carefully which stated that no problem with AC was found but the software was reset.
Called «service» consultant back and left a message. Didn’t hear back until five days later after I decided it may be prudent to fill in the customer service survey. Got a nice call back from both the consultant and manager. Consultant said «just bring it by and we’ll take a look.» I wanted to schedule a service appointment as something obviously needs fixing and I wanted to minimize the number of trips to SOMA but was asked to just swing by which I did. After describing the problem for the third time in person, VW told me to schedule a service appointment for another day!!!
I advised that I can’t use taxi or über for my job to which VW replied «no worries»! «We have a loaner car available so I made an appointment for 9am this morning. Showed up at 9 and no loaner car. So VW told me «it won’t work out for today.»
Now playing phone tag with «service» manager. VW clearly have NO respect for my time. My «free» service has turned into two hours misspent running to Royal Motors and a lost client meeting. I’ll be taking my business elsewhere from now on.

Honestly, I’ve had mixed reviews about this place. Service has been mediocre ever since I purchased my Mazda from them.
However, my recent interactions with Matt (service rep for Mazda) has been awesome! Matt has a great attitude and he definitely prioritizes customer services. He is meticulous in hearing my concerns about my car and makes sure they are all addressed during the service. He also personally threw in a car wipe-​down and vacuuming! Also, he took care of a discrepancy in my previous record without me even asking about it. Really loved my experience here with Matt and would hope to work with him again.

I think this place gets confused with the other location. I take my Volvo and VW here. OUTSTANDING service from reception to check out. Patty Hudec is a rockstar with 25 years of Volvo car experience. Customer service is off the charts; they even cover up to $ 20 cab fare to send you somewhere nice while they work on your car. I had no idea they were here and kept driving to Marin all these years! Thank you, RO-​MO!

I bought my VW from Royal Motors Sales and decided to bring the car back to Royal Motors Service. I worked with the same guy Frank Lee every time. Frank exceeded all my expectations of what a service advisor should be. He checks me in quickly, calls me as soon as he has an update or even calls prior to completion to let me know what time my car will be ready. Very satisfied with his service.
If there was one ding on the service there, it’s the fact that they no longer wash the cars. Nothing to do with Frank though. I hope they start doing that again. Not going to detract any stars because Franks service is so above and beyond.

Regarding the service department, this is a good place to come if you want to wait wait wait. If you are dropping off or picking up your car, it’s a total zoo. Picking up at the end of the day before they close it took them a full half hour to bring my car to me. Dropping off, with an appointment, get in line on Howard Street and wait again. The last time I had an issue (the check engine light) it took them 3 days to order and get a part and get my car back to me. If I wasn’t locked in with a Mazda service contract and this wasn’t the only dealer nearby I’d go elsewhere.

I had a wonderful time buying our new XC60 Volvo. Peter was fantastic and the finance department was thorough and efficient. They even kept our car in storage while we were away on vacation and drove us to the airport. This is my third Volvo and I am very happy that I can remain a loyal member of the Volvo fan club.

This place is the worst.
I’ll start with 5 stars and work my way down.
1. I have a Mazda & they treat their Mazda owners like 2^nd class citizens.
They have a whole team devoted to Audi. They have a separate team devoted to VW & Volvo.
For Mazda, they have 1 service writer.
When I got there this morning, the lone Mazda service writer was helping someone else and asked me to wait, which I did… FOR 10 mins!, even though eveyone else in the service office were available.
Rating: –1 star.
2. They don’t have shuttle service. Instead, they have a $ 20 reimbursement service if you use Über, Lyft, taxi, or whatevers.
However, as any car service user will tell you: $ 10 one way doesn’t get you very far. So either you don’t mind being stuck there while your car is serviced, or you’re paying an additional cost of having your car serviced.
Rating: –1 star.
3. Their reservation system didn’t allow Mazda service to be booked online. It must be called in. They were probably hoping we Mazda owners would forget about calling for an appt and they can save a service spot for their other car brands: Audi, VW, Volvo.
Rating: –1 star.
4. No car wash for Mazda owners. The other cars get the «royal» treatment.
Rating: –1 star.
Bottom line:
If you need your Mazda serviced, don’t go to this place.