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November 2023 by Haley Stinson
Stopped by the service department yesterday because my tail light was out. Everyone I talked to was very nice and extremely helpful. Service was amazing and I will definitely be back for all future services.
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October 2023 by Mohanraj Thirumalai
Copy of letter sent to Mr.Lecil, the service manager:I had my 2018 Atlas serviced at your shop and have done each and every service with your shop since I got the car in 2018.Last week (Thursday), I had my 50000-mile service and blindly agreed to perform every service recommended by the advisor, resulting in a bill of $1870. The only service I denied was tire rotation as I had it done elsewhere recently.My car already had a "low washer fluid" warning from a couple of days before I dropped the car, and today when I was driving in the rain and tried to use the washer, I received the "low washer fluid" warning. I then manually checked and found that the washer fluid was indeed low. So it seems like despite doing $1870 worth of service, the basic task of washer fluid top-off has not been done. Similarly, on reviewing my bill today, I see that I was charged for tire rotation despite having denied it.This makes me wonder if anything that I was charged for was ever performed. Are those charges all just random charges made to an unsuspecting customer? What is the point of customers using a dealer's service when there is no basic quality control around the service? I could have rather been using a random close by mechanic and have gotten my service done much cheaper!Complete disappointment.
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October 2023 by Jason Hebert
Seems silly to have to pay for a random service for service team to look at and reset a "service light" that apparently is only related to an emissions check Alabama doesn't require. I had to buy a tire rotation for them to reset the light I should have taken the time to reset on my own. I then paid for and waited an hour and a half for a tire rotation so that they were able to reset a service indicator. Car is still under factory warranty by the way. This is the main reason I avoid coming back to the dealership at all costs. Appointments are only available week and a half in advance. For something this trivial, I should be able to pull up have them tell me how to reset it and then I leave. If that's how it would be handled, I would come back and do other service for my car at the dealership.
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September 2023 by Dawn Garrett
The entire experience was pleasant and productive--from the very moment we arrived at Royal VW.Tom Godwin took care of us, shared his expertise, kept us informed the entire time.And I appreciate Tom giving us all of the instructions for our new vehicle plus the follow up after purchase.I do not think that most people enjoy the process of buying a new car but we can honestly say that we will come back to Royal.
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August 2023 by Robert Upchurch
This was the best and easiest car purchase that I have ever been associated with. From the very beginning everything was easy. The website was accurate with great pictures. The best part of our experience, though, was our salesman, Justin Hild. He was knowledgeable, pleasant, and made the entire experience enjoyable. I cannot say enough nice things about Justin.
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August 2023 by Michelle Tracy
The service was superb! I stopped by a week after purchasing my car because there was an issue. I couldn’t be seen that day but everyone was extremely helpful and got me scheduled for the following week. I’m truly blown away by their customer service.
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August 2023 by Charles Jackson
I only give VW a 1 because it's the lowest I can give. Purchased a repair manual 2 weeks ago. They ordered an operator's. Said I didn't need it and wanted my money back. Cashier said that Mgr said no refund. I asked to speak with Mgr and they said It'll be about 40 minutes. Had to wait. Got my money back, but with much pain. Won't be back. Whatever happened to fairness!
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August 2023 by Rich Bares
Everything went to plan. The car seems to be running well. It would've been nice if the service coordinators would know when the shuttle was going to be available. When I asked, they did not know where the shuttle was or when it would be back. I waited 10 minutes and still no ETA so I had to take an Uber.I thought the car would be washed when I picked it up.
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July 2023 by Amanda B.
I do not recommend trying to do any trade in with this dealership. I contacted them interested in a vehicle they had. I was originally called by the Sales Manager (who was nice) and he had a salesman reach out to me. After a little back and forth negotiating a trade in deal the salesman told me he would reach back out to me after he talked to the general manager about my trade in value. I never got a response. I reached back out the next day to get an update and still never heard anything back. I then reached back out to the sales manager who originally called me to see if i could get assistance and again, no response. They don't seem to value your time, nor does it seem that they are actually willing to work with you.
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July 2023 by Zach Neudecker
I had a great experience working with Caleb Daniels to purchase a new vehicle. Everyone I interacted with at the dealership was kind, professional and helpful.
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July 2023 by Elena P.
I had a horrible experience top to bottom. I was given no indication verbal, written, or otherwise, that I could potentially be charged for bringing in my vehicle (which is under warranty) and was then surprised with a $160 bill for diagnosis on a crystal clear error code that didn't need diagnosing. My experience was at best dishonest and poor business practice, and at worst, illegal and predatory. An honest business would discuss potential charges before performing any service.I was also told on another occasion that I needed brakes done, scheduled service with a different shop and they informed me I had 80% brake life front and rear, not needing brake service at all. They will blatantly lie to take your money. Avoid at ALL costs.
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June 2023 by Andrea Rembert
Don was very helpful. He listened to what I wanted and provided me with the information to make the best decision. This was my first time purchasing a vehicle without my father as my advisor in the last 35 years. My dad died a few years ago. Don was very patient and made purchasing my car stress free. The manager was very nice and helpful as well.
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June 2023 by Mary Sanford Williams
This was my second time purchasing a vehicle at Royal, and Justin and Matt were so, so great to work with again! Their customer service is truly unmatched. They go out of their way to ensure you're getting the best deal and make the purchasing process as painless as possible. Phenomenal experience! Can't recommend them enough!
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June 2023 by Brittany K
Exceptional!! I called them and told them my car had a big red error message and that I was concerned because I was moving in a few days.They fit me in that same day and had my car fixed within 2 hours! This is the best service I’ve ever experienced.The best part was I didn’t spend a dime because the warranty covered the repair.
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June 2023 by caleb daniels
Royal VW is probably the single best establishment in the United States of America. The service and sales team are always exceptional and go above and beyond to make sure I am taken care of every time I step foot in the door. I wish I could go hang out with them every day because they make my day better. Good Job Royal. You’ve earned it. I wish I could give 1000 stars.
