Reviewed : 10/13/2025

Comment : We brought our 2015 Tiguan in for warranty work on multiple occasions. The first time was for a radio head unit working improperly, which after receiving the vehicle back, the reverse camera was not working. We brought it back and had this corrected. A few months later we brought the vehicle in for a vanity mirror light that would not turn off. The dealer advised it was caused by water intrusion from bad drain cubes. They replaced the drain tubes and fixed the light. A few months later, we brought the vehicle in for a front end rattle. After several days, with the car, we are told it is done, we pick it up, and the car is still rattling. We bring it back a couple of weeks later for the same rattle, again, several days, receive the car back, and again, still a rattle. We bring it a third time for the rattle, and again for water intrusion, because we are now getting water in the spare tire area, and the sunvisor over the sunroof is sagging. This time, they have the car for a few months. We ran around in circles for a loaner car. After several weeks, we finally get a loaner, and we are given a 2014 base Jetta with bald tires to replace a fully loaded Tiguan. At least it's a car. The car is finally ready after months at the dealer, with little to no communication unless initiated by us, only to find the sunvisor is still separating, we now have strange noise when it rains, and the rattle is STILL THERE. The dealer advised they had taken the whole front end apart to find the cause, and supposedly replaced the tie rod ends and sway bar links. We told them we were almost certain it was the struts. Being that I was a service manager for a dealer previously, I was appalled by the repeat issues and lack of communication. In the end, I replaced the struts myself (which, surprise), fixed the rattle, and found the sway bar links and tie rod ends were the originals! In addition, we found the dealer had broken one brake disc retention screw, stripped two others, cracked the engine splash shield, and had never removed the hubs (meaning the system was never disassembled) based on factory thread locker still present and undisturbed. I would never service a vehicle here again, nor would I purchase one here. The service advisor we had initially seemed not to know what was happening, the service manager tried to use the fact several cars had been there for months as a way to make us feel better (why would that make me feel better), and when we attempted to get another appointment for the issue before the warranty expired, we never got return calls (until a few days after the expiration of the warranty that is). The ONLY bright spot was another advisor, Niko, who attempted to help us the best he could. This was two years ago now, but the service manager at that time was incompetent, and we were assured the master tech was the one handling our car, which if true, makes me question the talent level in the shop. The best part was finding out our car was there so long because the tech broke the sunroof switch when removing the headliner, and the part was backordered! So 5 visits, about 6 months total time of the car in the shop in the first 2 years of ownership, and the only thing 'fixed' was the head unit, which now is having the same issues as before.

Reviewed : 10/12/2025

Comment : These guys were great. Dustin was a huge help in getting us in to something that works for us.

Reviewed : 10/11/2025

Comment : I am the locksmith referenced in the review below. As stated the man paid for the diagnostic and was incorrectly informed to what the actual problem was and quoted 6-8 weeks for the arrival of a part he did not need. With the current failure, ignition housing assembly failure, he was not able to operate the car, therefore I was called out to the lot. Shortly after arrival we were met by the Service Manager, Lecil Hancock. He immediately demanded we leave and could not perform any service on the Royal VW property, which would have been a reasonable request if asked reasonably but he was rude and aggressive upon first contact. After some back and forth I explained that if he wanted us removed then he could call the police and have me legally trespassed. After some more back and forth, and some not so kind words from me, he finally threatened violence stating he would "kick my ass". No police were ever called and I was finally able to finish my work after he realized he stepped over the line and I was not going to budge. What a ridiculous experience not only for me but for my customer.

These people do not care about you and barely seem familiar with their own product.
Look elsewhere for your service needs.

LECIL HANCOCK should be fired and so should CHRISTY BAILEY who was egging him on and trying to make me the bad guy after I raised my voice for being physically threatened. There were 4-5 employees present for this spectacle and none of them seemed to want to diffuse the situation or do their job for that matter.

Reviewed : 10/10/2025

Comment : Couldn't turn my key to start my car, paid for a diagnostic, gave me an estimate of 6-8 weeks or longer and a large price to get a part custom made that didnt need to be custom made. Found a locksmith that fixed it in about an hour and for a third of the cost. While he was working on it they came out complaining about how he couldn't work on the car on the lot and threatened violence before retreating back. Go anywhere else but this place for work done on your car- you will save brain cells, money, and time

Reviewed : 09/16/2025

Comment : Good good

Reviewed : 09/14/2025

Comment : This was the easiest and most enjoyable car buying experience! Luke Miller was wonderful- professional, knowledgeable and best of all- not a pushy, cheesy salesperson! Matt Morgan was also very knowledgeable and efficient with the process. We appreciated Brian and Jose’s help too. We will definitely be back to Royal in the future. It’s easy to support local business when they are top notch.

Reviewed : 09/07/2025

Comment : Great Experience! Dustin was awesome to work with! Love my Atlas!

Reviewed : 09/03/2025

Comment : Best dealership in Birmingham. And great customer service from Amanda at front desk. She was perfection for Serra Volkswagen and just the same now at Royal.

Reviewed : 09/01/2025

Comment : Worst experience I've ever had with maintenance at a car dealership.

I was told the requested work would be completed same day with detailing taking an additional day. I took my car in at noon on a Friday.

I called Saturday morning and technician I spoke with informed me that diagnostics had not been performed, and that no work takes place on weekends, including detailing. I called again Monday morning and left a message with the service representative that was assigned to me. She did not return my call until Tuesday. Even then, it was to inform me that diagnostics were complete, but maintenance had not been started. I did get a call back that evening letting me know service was complete, but it was 20 minutes before service department closure, and I was unable to retrieve my car until the next day.

What should've been a next day turn-around turned into a 5-day process. The communication and pacing of the service department is extremely lacking, and I will not take my car here for any reason in the future.

Reviewed : 08/29/2025

Comment : Had crank-no start issue on my 2013 Beetle TDI. Only happened after driving. Took it to Royal VW and they said to bring it in and they would hook it up to their computer. It would cost about $200 for diagnostics. Told them there was no error code. After few days, they said they didn't know what the problem was because it had no error code. DUH. They suggested complete fuel system change because they found fine metal particles on the fuel filter. Cost $10,000+. WHAT? Yes that's what they said. Paid the diagnostics fee that found nothing and took it home. After much research on the internet, swapped out the coolant temp sensor and it fixed the problem. $25 part and 30 minutes. Apparently it was reading too low. Because it was not reading high, no error code was produced. Make me think they are parts changers based on error codes and not real mechanics who can diagnose problems. Been very happy with them with all the routine maintenance before this happened.