Royal on the Eastside

The Subaru repair itself is very good and trustworthy, the price is about what one pays at a dealer which is acceptable, and they are good about walk ins. My only issue is service is very bad; what I mean by that is the sales people and some of the maintenance people are not excellent service minded. I asked to charge my phone and the salesman basically ignored me. The manager, however, was very gracious and showed me where I could do that). The repairs and recalls I’ve had done were done well, but I repeatedly had to ask what it was taking so long and when the car would be ready and I was given wrong info. In one case they said under an hour and it took 2 ½ hours. And then no one notified me when it was done. And no apologies with any of this. I’ve only dealt in the past with the Wichita Subaru dealers and they were extraordinary in all ways. Due to the lack of good service attitude, I am reluctant to use Royal again. I hope the management takes their employees in hand and focuses on providing excellent customer care in the future, as that is almost more important than a good repair to me.

Thanks for ruin my BMW 535xi. The last time you did my oil change too if that something wrong with the bolt right now, this is obviously your fault. My black box was recorded all conversation and action. Soon I will find out what you did to my car.

I needed car service on my VW while out of town. I was anxious about coming here due to the negative reviews. While they did not seem to be the most outgoing friendly bunch back in the service department, they were polite and quick to determine my needs, give me a price and time estimate, and get me back on the road quickly. They also offered me a ride, though, I chose to wait. I called my regular service advisor from my home dealer and they were spot on with price and diagnosis. While waiting in the showroom area, I did notice that the general atmosphere was very friendly and everyone seemed to know everyone else, so my initial reaction may have been off base. They vacuumed my car which I really appreciated (didn’t courtesy wash because it was snowing) and had me back on the road feeling safe. Thank you. I would visit again if in the area.

Paul in the service department went above and beyond to make sure I understood our free 10k, 20k, 30k service warranty and why it was better to pay a small amount now between 20k and 30k rather than use the 30k early and pay a large amount for that more comprehensive service. Service so good I crafted this run on sentence review.

The only reason why i went to Royal is because it’s the closest dealership around to service my 2013 Audi Q5 from my job. Let me list down the problems.
1) Very Rude
2) Unprofessional
3) Take too long and put customer on hold for a very long time
4) Direct phone call to the wrong dept many times
5) Misplace my engine oil cap
6) Foot print on my dash and trash in the back seat
7) It was never their fault
Just look at their rating score before me and ask yourself, why customers are sick and tired of their business.

Took my car to another dealer after I moved to Indianapolis to find out that the oil plug is stripped out to the point of needing a whole new pan ($ 500+). No one but Royal has serviced the car in the last three years. Their response? Too damn bad.

I had my VW Golf sent in for Alignment service to them and I have to say that from scheduling to getting back my car. The people there were very helpful and nice. They (Royal south) even provided us a coupon and referred us to Royal East. They tell you that they’re going to do a safety check on the car and after it’s done, they wash your car for you too!
The service took exactly an hour and a half like guy said and there are free popcorns, coffee, huge screen TV, Wifi and some magazines for you to flip over while waiting. They also have some toys for kids to play if your kids are accompanying you. The only little complaint I have was, I wish there are more women friendly magazines… other than sports and car magazines… and all the time while I was at the waiting area… it’s usually women. So, come on, give me some of Marie Claire, People etc etc magazines for me to kill time.
I will definitely come back to this dealership for my next car visit. If you have to drive from Indy, do it. Don’t go to Falcone VW dealership. check my review on them before you do.

This is for the service department. We went in to get a recall notice fixed. The phone customer service wasn’t great… they were very short and not particularly helpful. They told us the issue we were having had nothing to do with the recall notice, but we had a printout of the recall that said it did. Really disturbing when we know more than the dealer. Finally showed them where it was indeed supposed to fix the issue and they agreed. They eventually told us the car was fixed «for now.» For now? What does that mean? Later that day indeed the issue came back. This is why you buy a car from the dealership, but never get it serviced there.

Their slogan: You should be treated like royalty.
Since when does royalty get treated this badly?
I’m speaking of the service department specifically. They never call you with updates to tell you what they’ve done, found, etc. You always have to call them several times to follow up. Even then they usually don’t call back and you have to call and call and call to get an answer. The only reason we take our car here is because they’re the only Audi service station in town and we are still covered under our warranty. Once the warranty runs out, I will NEVER go back and will tell anyone who will listen not to take their vehicle to these jokers.