Complaints
Customer Complaints Summary
- 51 total complaints in the last 3 years.
- 16 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/13/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received an unsolicited phone call from the number ************.They were offering extended warranty coverage on my car. The caller identified herself as Leshea and explained the benefits of the extended warranty and cost.She then wanted a credit card number to sign me up. There was a $499 enrollment fee. I said I don't give my credit card out to random calls. I asked who she was with so I could look them up. Told me to ****** BBB Royal Automotive Services. I said they had a lot of complaints. She said it was only 35, but I saw over 100.I asked if Hannover ** was their location, she said yes.She continued to pressure me to sign up.I told her I wanted to verify the address to file a complaint because my number was on the do not call list. She said I wasn't on her do not call list. I said, I was on the state and national do not call list. She said "Have a blessed day, I'll be sure to put you on the list to call back tomorrow".
Business Response
Date: 07/22/2022
Please see attached.Customer Answer
Date: 07/22/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
Date:06/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a warranty from this company through *****************************. The dealer told me this company was started by him and his business partner. I am now being told by MVA's Dealer Investigations Services, that this company doesn't belong to my dealer, as stated, and she's not sure why he told me that. I bought this warranty, because at the time, I trusted my dealer, because I bought a car from him, previously, and didn't have the issues I had with my current car. I had to pay $500 to get my alternator fixed, because Royal was only going to cover 1/3 of the cost; it seemed better to get a refund for my warranty, than to use use the warranty, which cost $1199. So I intentionally didn't use it, because I wouldn't have gotten my money back. Well, I still haven't gotten my money back. And everyone at Royal is disgustingly rude, Especially ****** (he has yelled at me on multiple occasions), except one lady. Her name evades me right now, but it starts with a C. I simply need an email or something in writing stating they didn't receive the cancelation request from my dealer, so they can take the next steps. Royal is refusing to send this to me. They have no problem taking and stealing my $1199 for no reason, but after they get that money, the only thing they can tell me is they will not get involved. That's absurd. And I say stealing, because theyre refusing to help, yet they have my money. So I paid the $1199, for absolutely no service, and they can't send me something in writing? I have sent the cancelation request to Royal, but they need the signed copy from the dealer.Business Response
Date: 07/06/2022
Please see response.Customer Answer
Date: 07/28/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I've attached proof that Royal did not pay a claim, but that I paid for my alternator to be fixed, 100% out of pocket. Please check the "Technician Comments". Royal quoted an amount to Precision; when I realized they were barely covering the cost, I asked my mechanic not to put the claim through, so I can request a refund. According to the contract, Royal would not have sent me any refund, if they paid a claim. So they are fully aware a claim was not paid, and I'm unsure as to why they have claimed otherwise.
Business Response
Date: 08/03/2022
Please see attached.Initial Complaint
Date:06/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
FIRST OF ALL I AM A YOUNG SINGLE MOM. I FEEL THIS COMPANY IS TAKING ADVANTANGE OF ME BECAUSE THEY HAVE BEEN GIVING ME THE RUNAROUND ABOUT MY *** AND ITS WARRANTY POLICY.. THEY TOLD ME THEY COULDN'T FIX MY *** BECAUSE IT DIDNT HAVE ANY OIL AND THAT'S WHAT CAUSED THE ENGINE TO BLOW BUT I CALLED THE *** SHOP AND THE MACHANIC TOLD ME THAT THERE IN FACT WAS OIL IN MY ***. THEY HAD THE MACHANIC BREAK MY ENGINE DOWN TO SAY MY WARRANTY POLICY DOESN'T COVER IT WHICH WILL COST ME MORE MONEY IN THE END. I PAY ON TIME , EVERY PAYMENT, THEY TOLD ME THEY COULDNT COVER IT BECAUSE IT DIDN'T HAPPEN WITHIN THE 40 DAYS OF MY POLICY AND THE FIRST 30 DAYS DONT COUNT BUT ITS NO WAY THAT THEY CAN LOOK AT MY ENGINE AND TELL IF MY TIMING CHAIN WENT OUT WITHIN 10 DAYS OR NOT, I FEEL LIKE SINCE ITS SUCH A BIG FIX THEY DONT WANT TO PAY IT BUT I BROUGHT THE WARRENTY BECAUSE IT WAS A NEW *** AND I WANTED TO MAKE SURE NOTHING LIKE THIS HAPPENED.. THEY ALSO STATED THAT I HAD BAD MAINTENCE ON MY *** BUT THE MACHANIC CHECKED AND I HAD OIL IN MY *** , I ALSO SENT THEM MY OIL CHANGE RECIEPTS.. WHICH ALSO SAID MY MILEAGE AND YOU CAN SEE THAT MY *** MILEAGE WENT UP. I JUST FEEL LIKE I SHOULD GETW WHAT IM PAYING FOR, MY INTENTIONS IS TO STAY WITH THIS WARRENTY COMPANY EVEN AFTER MY *** IS FIXED JUST INCASE SOMTHING ELSE GOES WRONG. I GAVE THEM MY *** INFORMATION TO PULL THE MONEY FROM MY ACCOUNT EACH MONTH AND I HAVENT BEEN PAYING IT FOR THESE COUPLE OF MONTHS FOR NO REASON. I FEEL AS IF THE WARRANTY COMPANY IS LOOKING FOR A REASON TO DENY ME BECAUSE THEY LIED AND SAID IT WAS NO OIL WHEN THE MACHANIC HAD TO DRAIN THE OIL SO HE COULD BREAK THE ENGINE DOWN , THEN PROCEEDED TO TELL ME THEY COULDNT FIX IT BECAUSE I DIDNT TAKE ***E OF MAINTENANCE WHEN THEY HAVE TWO OF MY OIL CHANGE RECORDS.. THEY WOULDN'T EVEN LET ME TALK TO THE ADJUSTER WHEN I CALLED BACK AFTER WORK, THEY HUNG UP ON ME NUMEROUS OF TIMES . THEY INSTRUCTED ME TO TELL THE MECHANIC TO DRAIN THE ENGINE. I NEED HELPBusiness Response
Date: 07/06/2022
Please see response.Initial Complaint
Date:06/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took my vehicle in for a failed compressor issue on my qx60 in the beginning of May to the infiniti dealership, while there codes showed a failed transmission I have an extended warranty so the dealership service department submitted a request to fix it along with the compressor the warranty company carchex/royal admin inspector ******************* advised me of what needed to be done in order to approve the transmission to be fixed he guaranteed that the tear down of the transmission to the point of failure would allow them to approve the claim I stated I can not and will not be responsible for the tear down if it is not approved I kept saying no don't do it if I'm going to be held responsible I even spoke with the infiniti service representative who I felt was helpful and understood that I did not approve the tear down because I could not afford 800 if they didn't approve the claim some how the tear down still happened and the claim was denied I asked both parties for a copy of the phone call or transcripts of the call because I cannot afford to pay 800 dollars at all for any repairs seeing as I just filed bankruptcy and I repeatedly said do not do it just do the compressor that's all I'm concerned with. I asked for someone higher up and even corporate office to explain I did not authorize the tear down and no one has responded it's now June 26 and I still do not have my vehicle I have no way to work I have 6 children that I provide for and no one is even trying to assist me how is it my responsibility to pay for a tear down I did not authorize and repeatedly advised not to do if I am going to be responsible for it I am paying for a vehicle that's being stored at this dealership because someone dropped the ball and I should not be accountable for that at all it sickens me and is costing me daily since they took back the loaner 3 wks ago idk what else to doBusiness Response
Date: 07/06/2022
Please see response
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