**I sent this e-mail to my contact at Royal. Wow. Very, very disappointed in the service there.
I am sending this e-mail to all of the addresses I currently have for you (8 in all) because I have no idea how to get a hold of you directly without playing phone tag—and I want this in writing.
First it was the shoddy service on the part of the staff at Royal Auto. I was treated poorly and the car was not sold to me in the sense that the salesperson never actually showed us any of the features (we are still finding features we didn’t know about). I appreciated the fact that you said you would take over our account and fix the problem. You stated the vehicle would be completely checked over prior to us picking up the car and you stated that for our inconvenience with the salesperson, I would be receiving a full tank of gas, which I appreciated, but never received. When we picked up the vehicle it was at less than a quarter of a tank. But I was going to let that go.
Then it took at least a month for Royal to find the second pair of keys to my vehicle and send them in the mail. They were lost in the postal system, as you know, and when Greg called to complain, you stated you would look into it and get back to us. You never did until we contacted Joe Reagan—and then you stated to me via e-mail that you never got back to us because I hadn’t called you again. Wait, when did it become my job to follow Royal around and make sure they take care of what should have been done prior to me picking up the car? I should not have had to babysit Royal to get my second set of keys. Regardless, we did get a second pair of keys—minus the second fob that we were told would be coming. But I was going to let that go too.
Then I called Royal to set up a simple oil exchange and ended up spending at least fifteen minutes on the phone with one of the girls in the garage while she asked me over and over again what my name was (even after I had spelled it for her at least twice). And at the end of our conversation, after the appointment for the oil change had been set up, she said to me, “So, this is for a repo, right?” Seriously? Are you kidding me? I also had to tell that particular person twice that I was part of the Royal Advantage program, which makes me think that if I hadn’t mentioned it, I would have ended up having to pay for said oil change. Shouldn’t that information be in your computers?
Greg took the car to the oil change appointment and when I saw the receipt from the appointment, I found that my name was not only spelled wrong on the receipt, it wasn’t even my name! The receipt said something like “Sydney” or “Sandy”, which would have been forgivable if I HADN’T SPELLED IT AT LEAST TWICE FOR HER.
But I was even going to look past that.
Currently, the Rendezvous makes clicking noises every time I am simply driving down the road and when I attempt to back up, something on the right frontside makes an awful grinding noise. How is it possible that my car should need serious repairs when 1.we bought it just last November and 2.you told us that the car was completely looked over prior to us picking it up. I will remind you that I had sent you an e-mail prior to us picking up the car, asking that you check the breaks, as even your salesperson had said they didn’t sound right. You told us when we picked up the car that the brakes were completely taken care of. That being said, if a brake problem is what is making that awful grinding noise in the front, I will be talking to my lawyer.
I will also remind you that I told you via e-mail from the beginning that the main characteristic I wanted in a new car is a safe vehicle for my child. THIS VEHICLE IS NOT SAFE FOR MY CHILD, which means that it was sold to me under false pretenses. And if that doesn’t suggest false pretenses, maybe this will: you told Greg and I in person that a ‘little old lady had owned the car prior to us buying it and she had only used it to go get groceries down the road’. Granted, that sounds like a load of crap to me, but being our salesperson, if you say that that’s the case, then we should not be having to sink money into repairs this soon after getting the car.
Clearly, I want to know what Royal is going to do about this situation. Let me recap: bad service—no promised full tank of gas to make up for it; keys lost in mail—it was blamed on my not calling you over and over again and we never received a second fob, as was promised to us upon pickup of the vehicle; customer service via phone not paying attention—my name completely wrong on the receipt, which makes it look like I just don’t matter as a customer to Royal; car repairs potentially high in cost—why should I pay for it if the warranty is over?
I have had nothing but trouble from Royal Auto and I am tired of being understanding about all of it. I expect that a copy of this e-mail will make its way to Joe Reagan’s desk today. I think it’s time he and I set up a meeting. Also, I am very, very close to contacting the Better Business Bureau because frankly, I don’t have the time for this hassle (kind of ironic, given Royal’s tag line, don’t you think?). You don’t stand just losing me as a customer, but also many of your customers that we know in the Cortland area.
Because I am at work, I expect to get some sort of response via e-mail by the end of business today. Should I not hear anything by the end of business today, I will go to the Better Business Bureau.