Royal Automotive Group

Found the car I wanted Eduard interviewed me for what I was looking for and showed me a number of cars A3's, A4's, and A'5s, and then we settled on a S3 premium. It has bee Eduard interviewed me for what I was looking for and showed me a number of cars A3's, A4's, and A'5s, and then we settled on a S3 premium. It has been a great car so far and Eduard was very helpful in helping me find it. More

2nd year Annual Service Chris was courteous and thoughtful. He followed up as promised and we are happy that we got our car back when promised. Only thing we see missing is Chris was courteous and thoughtful. He followed up as promised and we are happy that we got our car back when promised. Only thing we see missing is the free car wash that some other dealers offer. More

This Dealership is Nothing but a Headache I've dealt with Royal Auto for years and bought my car at the end of the lease. The customer service was already sub-par but once I had paid for my ca I've dealt with Royal Auto for years and bought my car at the end of the lease. The customer service was already sub-par but once I had paid for my car, I saw just how terrible the "service" could really get. When you actually get through to someone on the phone, it is usually a receptionist who simply sends you to someone's voicemail. I have had countless voicemails I've left simply not get returned over the years. I've been at the dealership trying to get to the bottom of whether a service was covered under the extended warranty I purchased when I bought out my lease, and the service department agent told me he couldn't get the information from the finance department because the "departments don't speak to each other." Just appalling. So hard to get anything taken care of. I was told when I bought said extended warranty I could only have my car serviced at Royal Auto with the policy. I should have been skeptical to believe the finance manager was being honest. After 3 recent unreturned phone calls to the service manager (Darren Warren), I tried a dealership in Marin County and was relieved that the San Rafael dealership would honor my warranty. I am thrilled I never have to deal with Royal Auto again. More

Unprofessional, irresponsible and insensitive. After responding to a Factory Recall and arranging to have a loaner car, the Service representative Johnny Liu refused to supply one as he stated tha After responding to a Factory Recall and arranging to have a loaner car, the Service representative Johnny Liu refused to supply one as he stated that the Franchise was too small and they actually did not have loaner cars. Johnny Liu the Service representative refused to teach us how to use equipment stating that it doesn't work well anyway. He finally agreed to teach us and left us waiting and never came back. The Leadership of the Franchise's solution was to send us a web site so we could learn ourselves The leadership of the Franchise displayed a total lack of sensitivity to the above issues. Despite the fact that a loaner car was arranged for and not supplied the dealership refused to supply a ride and instead offered to give us a maximum of $20 toward transportation, which did not cover the cost of either a cab, uber or lyft. This was explained to us by Mr Dan Merryman as policy set up by ownership. More

Responsive Management I take my hat off to Dan Merryman, the service manager. I'm a bit OCD about keeping service records for my car and I wanted to obtain the service rec I take my hat off to Dan Merryman, the service manager. I'm a bit OCD about keeping service records for my car and I wanted to obtain the service records under a previous owner. I call the dealership and they connected me with Dan. We went through some phone tag but he persisted and was exceptionally responsive at digging out the four year old records and sending them to me straight away. Thanks Dan. More

Great Service Dept I bring my Audi here that I also bought from these guys last year. I deal Eric and he is a pleasure to deal with in Service. I have done a few mainten I bring my Audi here that I also bought from these guys last year. I deal Eric and he is a pleasure to deal with in Service. I have done a few maintenance items with them and they also solved an electrical problem. All of the work promised was performed on time and as expected. Typically, I bring my car in and they sit in the lounge, WiFi is good, plenty of amenities. More

Worst Nightmare! This VW has the worst customer service I have ever experienced. We got some work done on our car at Marina Auto Body from the end of September 2017 to This VW has the worst customer service I have ever experienced. We got some work done on our car at Marina Auto Body from the end of September 2017 to the end of October 2017 (I will also be reviewing them as well) due to an accident. There were a few things Marina couldn't do, so they sent our car to Royal to replace headliner and reprogrammed the EPC, driver assistance, etc. Johnson, our mechanic at Marina, emailed me saying that Fernando, a former mechanic at Royal, did not fix anything, and instead, him and his guys tore the new headliner that Johnson had just put on our car. They also did not replace two of the handles, and on top of that, double charged us for them. We tried to get in contact with Fernando for a month, but because he had a family emergency, the front desk staff at Royal VW said there was nothing they could do. One of the guys at the front desk even tried to convince us that the damage to the headliner happened at Marina and not Royal. WORST CUSTOMER SERVICE MOMENT #1. After Fernando came back to work, we were told to come in to get the car assessed. This was a month ago. We met the manager or the guy in charge, Jason Brown, and he calmly talked us through the situation and said they would fix everything and to stay in contact with him personally. He said he would give us a call when the headliner came in. This was 3-4 weeks ago. WORST CUSTOMER SERVICE MOMENT #2. Since then, we've called Jason Brown and left him several messages, which I'm sure he was not checked. We have not received any calls back. I will be going there Monday morning to finally deal with the damaged they've caused to my car. I'm disappointed to say my car came from this location. The people working here are slow, inattentive, they never return calls, they always try to deflect the blame and never want to take responsibility for things they've done. I never want to deal with this location ever again after this is resolved. UPDATE: Since November 2017, I have had to take my GTI back to Royal THREE TIMES because of the headliner. In November, the headliner was too short on the driver's side and it was supposed to be a brand new one from the parts factory. In December, I brought it back to try again. This time, Jason Brown claimed it was a defect on VW's part, and that I would not have to pay for this at all. They did not have any loaners, but said I would be reimbursed if I went to Enterprise. A week later, same problem. The headliner was too short, sticking out on the edge and very visible. So, I had to bring the car back in January. They attempted to replace the headliner a THIRD time, AND THE SAME PROBLEM STILL PERSISTS. The headliner that is now in my GTI is also still too short, and you can see the edge of the cloth sticking out. On top of that, I have not received the reimbursement I was promised back in December, almost 2 MONTHS ago now. Unfortunately, I will be moving to LA this week and will have to carry over this problem there. I just hope that VW takes accountability for this defective part and properly replace it. If not, I will continue to write reviews and emails about this until it is rectified. More

I need more stars! Why are there only five stars?! I need more! I have to say that this was one of the best car experiences I've had. I went to the dealership looking Why are there only five stars?! I need more! I have to say that this was one of the best car experiences I've had. I went to the dealership looking at the VW SUVs and with the help of James Jamous, I am ready to roll. He was awesome, very knowledgeable, and made sure that I was feeling good about the lease we set up. I would highly recommend this dealership and commend them for making this customer very happy. More

I take my car here all the time. I love their attentiveness to detail. They are very thorough and have a fast turn around. When I arrive to pick my car up, the porters always pull it up fast and attentiveness to detail. They are very thorough and have a fast turn around. When I arrive to pick my car up, the porters always pull it up fast and it's washed everytime. I wouldn't take it to any other dealer. More

The purchase - Audi 2010 Q5: Michael, Craig and Evelyn were very attentive and responded to all questions. I dealt with Michael for sale commitment and Evelyn delivered the vehicle. The finance: Larr were very attentive and responded to all questions. I dealt with Michael for sale commitment and Evelyn delivered the vehicle. The finance: Larry is knowledgeable and will explain the packages thoroughly! Very sincere and attentive. The Service: Less than desirable CS, not as friendly as their sales staff. The vehicle: At 7500 miles, bushings on the rear needed to be replaced! Hopefully, that will be the only defect on the vehicle. I'm very concerned since I purchased rather than leased the car... UPDATE: I sent a short note to Craig Perry regarding my Service experience, he immediately followed up and upon my return to pick up my car, the whole Service experience was transformed! The bushing replacement was identified on a TSB - I feel relieved with reservation. I am actually looking forward to my next scheduled service at Royal. More