ROYAL MOTOR COMPANY Chevrolet 3838 West Road, Cortland, NY 13045

"Failed my inspection due to brakes. When I said I would do them myself instead of paying $600 in labor they put my lug nuts on so tight I broke two tire irons trying to remove them. Do not bring your vehicle to their mechanics shop."

"DO NOT BUY FROM HERE!! DO NOT RECOMMEND!!! If I could put a 0 star option I totally would. I leased a Chevy Tahoe from Justin back in August of 2023 and he put my interest payment at 18% to where my monthly payment of 1,108.90 goes mostly to the intrest!! Almost $900 is going towards interest and only $200 is going towards the principal which explains why the pay off value looks like it hasn't even decreased after 9 months because only $200 a month is actually going towards the pay off!! The worst part is, I moved to another address and when I paid to have my registration switched and got the new one in the mail, it says I have a Chevy Suburban and not a Chevy Tahoe which ASLO explains why I couldn't trade it in for something different and found out I WAS OVER CHARGED BY OVER $20,000!! I'm so so upset I will be calling and I will be requesting a new registration card to my new address FREE of charge!! I WILL NEVER BUY A VEHICLE HERE EVER AGAIN!!!"

"I decided to post this review because I’ve had poor service in the repair shop side of this dealership. I own a Subaru and wanted to take my business to a local businessman. The first time I brought my car in for a scheduled repair, I sat for over three hours before I inquired what was taking so long when I was told it would be under an hour- they then discovered that their technician ‘forgot my appointment’ and my car had just been sitting there while I waited in the shop. The reason at the time was that the check in staff who takes your information and keys did not relay the information to the tech. Thankfully the service manager ( Tina) directed them to take my car in and after apologizing, she gave me a rental to use for the day. With her being so sincere in her apology for her staff, I accepted that sometimes people are not properly trained and don’t communicate well. The next time I came over for an annual inspection, a leaky tire, and an issue with my hood closing. This visit went well- I was only there about 1.5 hr and my car passed the inspection just fine. The service staff quoted me $45 for a tire stem and $200 for a new hood latch. When I asked why I would have to replace a hood latch on a 2017 car with no accidents and no rust, the response was ‘because the technician said it was bad’ I declined this service- but had brought in a letter from Subaru about the Computer Data Module -and after reading it, the service check in representative ( Taylor), made me an appt to come in the following Tuesday morning to have it replaced. She told me it would take all day, and asked if I wanted a rental and I said that I would. The day after my inspection , I went to Monroe where they replaced the tire stem for $21.00, - and sprayed the hood latch with WD40 free of charge. The two service technicians at Monroe were very kind to resolve these issues for $21.09 instead of $245 Royal quoted me. Still, Royal sent me a reminder of the Tuesday appointment by text and I decided I would keep it. I arrived for tge repair, but was soon told that my car would have to be ‘diagnosed’ before a repair was done. I asked him ( Derrick) why I wasn’t told that before by the service scheduler. His response was ‘they don’t know what that letter from Subaru is about’ and he told me they would look at my car. At that point I sat in the waiting room and Taylor came to ask me about the control data module. Minutes later, Derrick came in the waiting area to tell me that ‘ because you don't have a subscription to Star Link, he could not tell me if there was a problem- that I could sign up for a 3-yr subscription by contacting Subaru, otherwise my car had no problems’. When I asked why this information was not provided to me before I scheduled with them to do the repair, Derricks response was to say ‘they are new, and it’s not a perfect world’ I told him that I found that instead of apologizing and properly training staff so mistakes were not as frequent, he became rude- he talked over me, cut me off whenever I tried to talk, told me ‘I could talk all day long, it is what it is’ At that point I asked to speak with the manager, and was told that she was not working today. I asked for her business card, and for a copy of the paperwork. He then continued to finish his documentation before I got a copy of the service I was supposed to receive according to their scheduler. So is this worth my calling the absent service manager- I don’t think so. I’ve had three experiences with this group of people who lack customer service and training in the service department. I also don’t need such inflated sales tactics to repair my car. Would I recommend the ‘home of no razzle dazzle’ - no I would not, based on the service department incompetence and the rude behavior of ‘Derrick’ who is hyper and full of excuses. 1 star may be too generous."

"The mechanics really take time to check out your vehicles to make sure to get it right. Their new text to customer messaging system is fantastic and they are glad to show you the problem with photos. Thank you for ensuring that your customer is satisfied."

"I went in for an oil change and mentioned that a few days prior an engine light had started coming on intermittently (it would come on infrequently but not every time I started the car, and would sometimes come on but turn off while I was driving). The mechanic checked the light and it appeared to be an error in the sensor, not in the engine, so he reset it. I got my oil changed and my tires rotated, and when I went to drive away I noticed my braking was very erratic and my ABS was engaging. It was dangerous to drive the car and I was still in the parking lot, so I went back to the service counter and explained the situation. The service manager tried to accuse me of "not taking care of the engine light" (which I did take care of-- it had just started coming on right before my oil change, and I asked to have the mechanic check it, which he did and deemed to just need a sensor reset). I very calmly explained that this malfunction had nothing to do with the engine light that had been coming on-- this was a new issue and had something to do with my brakes. Furthermore, there was a new warning light that appeared with the breaking issue, and it was different from the light that had been coming on previously. The service manager still didn't believe me, so I got in my car and showed him how my breaks were no longer working. They took my car back into the shop, and they told me that apparently the mechanics had damaged something in my breaks when they rotated the tires. Didn't apologize, just had me wait another hour while they fixed it and charged me a few hundred dollars for the repair. I'll never go back to this shop."