I have been a customer of Royal Auto Group for 5 years now. Just leased my 3rd auto from Royal and always have a great experience. The reason for my great experience is due to one employee ( Salesman) Michael Howell. He is the reason I keep coming back to this dealership. He made my lease return and new lease so easy and hassle free. He is extremely knowledgeable with his products and features. He is not only a professional at his job, but also a kind man and willing to go the extra mile to take care of his customers. If you need or just looking for a new or pre owned vehicle, then this is where you go and who you need to see. read more

Great service on my Infiniti Q60. The repair was quickly done, at a good price. The waiting area is comfortable and all the staff were very nice. My car was washed for free after the repair. I asked and found out they service all makes and models, I'll be bringing my other cars there. I highly recommend this place. read more

Purchased a 2019 Chevy Malibu from Royal Auto in Cortland. I've known Colby for years. Uncle Billy added the Zurich Shield for $3000 extra. Except it had already been applied with the previous owner. Charged twice for it. Royal Auto is the Home of More Hassle and True Rip Off. Never thought that Joe would ever allow such poor service and take advantage. read more

Terrible experience from the purchase from Jason A. to the multiple times it's been in the shop for transmission issues, brake sensors and leaking cooling lines in 6 months and now my brake monitor is on. Now 5 issues in 10 months. Asked Jason A to help get me out of it, he never returned my calls, never texted me back unless I initiated it. I turned them in to the better business bureau with a unsolvable response from the owner joe R. I hope people figure out that him buying a vehicle from another state makes you pay twice on the tax. Yes, you pay tax on the state it is bought from as well in NY when it gets registered here. That's not including the delivery fee to get it here. I do not recommend salesman Jason A or Royal to anyone as they don't care about you after the sale is made. read more

Update turns out that the turbo that they put in my car under warranty was a used one and not a new one as I found out when it broke a year later. My local mechanic said it was obvious that it was used and cracked and needed to be replaced again, but It might not be covered under warranty this time. So I learned that you need to ask for new parts to be put in when it's covered because the used ones are only temporary fixes. I didn't think that was something you had to ask for but now I know read more

Maguire Subaru tried to tell me the warranty on my car's drivetrain didn't apply. After I gave them my VIN. That was a lie. When I told them I had it in front of me in writing, they offered me an appointment TWO MONTHS away. My car was jerking and seizing at low speeds because of a problem with the CVT transmission. Royal Auto in Cortland: gets my car in almost immediately. Gives me a FREE rental car for the week I'm waiting for my car to be repaired. My car is returned not just in perfect working order but incredibly clean. Customer service is friendly and helpful. read more

Test drive a van looked it over everything was in good condition. We went back to purchase the van and after the papers were signed we went to take it home and noticed a huge gouge down the entire drivers side. We brought it up to the salesman and they said they would take care of it bring it in Monday because it was late Friday. We brought it on Monday sat for 40 minutes no one looked at the van and someone came back and said they couldn't find the manager. Salesman told us it wasn't there when we test drove it. They would get back to us. Manager cole told us it was there the whole time and we can just return it and they would make it look better and resell it. I'd stay away from this location read more

In June I was told I would need brake soon, so I attempted to schedule a brake service with my inspection. I was called and told they already did that in June (paperwork said otherwise). I dropped off my car, told them the story, and was told "okay". Upon pickup, 7 hours later for just an inspection, I was once again told I needed brakes. I find it mind boggling because I tried to get them replaced and was essentially told no. On top of that, the biggest safety issue is that they failed to close the hood of my car. Had I not gotten the notification I would have gotten on 81 with an unlatched hood. If I could do 0 stars I would simply for safety. read more

If I could give a ZERO STAR rating for ROYAL AUTOMOTIVE in CORTLAND NY, it would be ACCURATE. These half-wit idiots have no regard for new car owners or the brand new car they sold me 3 months prior to it's FIRST VISIT in their SERVICE garage. I was a victim of vandalism(a case of wrong place/wrong time) and my 2022 Malibu was towed on a flat bed with all 4 tires slashed. A simple job of putting 4 brand new tires on a brand new car took this Chevy dealership nearly 2 weeks. First there was a "defective tire" that was mounted and immediately required replacement. They took 2 extra days to re-order and mount it. Then when I was supposed to pick it up, they tell me I have to wait a couple more days because the "sensor" was bad also and that needed replacement. The part had to be ordered and that was going to take a couple more days. They said it was drivable just that I'd see a dash light on when I drove away with it, not to mention i would not be warned by the system if there was any loss of air from the alloy wheels and new tires. I kinda like seeing all 4 tires are at proper inflation. Long story short-2 weeks later i coukd finally pick my car up it was finished. 4 new tires, a new sensor in one and nearly $750 later, my spouse (whom was also a salesperson at Royal) was told by a service technician that our brand new car was DRIVEN by another service person from the parking lot to the garage ON ALL 4 FLAT TIRES...NO WONDER WE HAD A DAMAGED SENSOR inside a flat tire!! ​No wonder we had to wait 2 weeks for a simple tire change but even better THEY CHARGED US for the replacement of the sensor! I will NEVER buy another car from these IDIOTS and I will shout from every mountain I climb DON'T BUY A CAR FROM THESE LOSERS! They do not care about the vehicles or the customers! They only care about the clock changing to "time to leave" and about what kind of liquor bottle they tap at closing time. Worst $28 grand I have ever spent! read more

I recently took my vehicle in for a simple oil change. While I was waiting I was shown pictures of my cabin filter that indicated it needed to be replaced. I declined the service due to the cost of over $100. I stated I would replace the filter myself. After waiting for approximately one hour I was told my vehicle was ready. After paying my bill I walked outside and got into my vehicle. I immediately realized there was no power to the screen on my center dash board. I then went back into the service center and contacted the lady at the service counter who was actually getting ready to leave for the day. I told her that someone had did something to my vehicle when they removed the cabin filter and that I now had no power the center dash board. She was at a loss. She then contacted the service tech that did the service on my vehicle; he was also leaving for the day. He looked in my vehicle and said "It's nothing I did". I then said it's no coincidence that you removed the cabin filter and now the center screen has no power. Of course everyone was in a hurry to leave and no one seemed concerned about me or their customer service. I was then told I would have to come back the next day and have the vehicle hooked up to an engine analyzer to diagnose the problem... and I would have to pay for that, first of all why not start where you left off? How about you back track and see if you can identify the problem from the work you just did? So here I am left in the dark with a nonfunctioning center dash board. My only option is to bring the vehicle back the next day and miss work to have the repair completed that was a result of their poor workmanship. Oh by the way, I would have to pay. Most likely they would also throw some bogus charges in there for parts that needed replacement! Here is the topper, the next morning I received a call from the service department and I was told that they had determined it's nothing they did and I would have to bring the vehicle back in for analysis. At that point I stopped the conversation and said let me tell you something. When I arrived home last night I went to youTube and diagnosed and repaired the problem myself. It most certainly was an issue with the cabin filter being removed. Apparently it's a common problem. When the service technician removed the filter he must have brushed up against the connector that supplies power to the center screen. I simply had to push the connector back in place to fix the problem. Great job Royal Auto group service department!!! 9/9/20 How did the technician not notice there was no power to the center screen when he drove the vehicle out of the service bay? Something smells fishy to me!!! I spoke to the manager the next day and he said I will review this with his technician, do you believe that? DO NOT DO BUSINESS HERE IS THE BOTTOM LINE!!!! read more

my girlfriend and took or 2015 chevy colorodo truck in to get serviced under our exstended warranty on 1 / 20/ 2022 they have sense ordered the parts needed to repair my truck my i and were told it would be ready this fri 1 with/27/2022 and now were told oh the parts have not come in yet so we have no idea when we are getting my truck back the issue i have with your company is that you and your service department do not care about your customers there is no reason that after ordering parts that if it seems your vehicle is going to be in for repairs longer than a week and this is your only mode of transportation that your company can not provide you with a loner vehicle free of charge until your vehicle is ready for pick up it seems all u care about is collecting the 100 detectable and dont care that some customers are left in limbo with no car/ truck and no way to get around to pay bills ect and all we get is you will get your car/ truck back in one day once the parts come in this is very unprofessional and your company has no compassion shame on you this is a prime example of why hate bringing my truck to your company for service because once you get some ones car truck ect you could care less when the customer gets it back but you sure are quick to charge customers for every little thing to rack up that bill save yourself aggravation do not take your vehicle here sincerely a pissed off customer read more

My husband buys a 3/4 ton pick up truck from Royal in Cortland. Sales guy tells us there is only one key and they are going to get us another keys within a week. Still waiting for the key and it is just about 3 weeks later. Then a service light comes on the dash so we check the fluids, windshield washer fluid is just about empty. We added washer fluid. So we decide to also check the oil and it is very dirty. I have called, texted, and spoken with staff there and they tell me they are going to get back to me and they never do. This experience has been horrible and I am not planning to ever buy here again if this is how they treat customers. read more

My car was towed here to have a rear control arms fixed that broke and were covered under warranty, while being fixed the sway bar links broke and they didn't notice and gave me my car back and sent me on my way. I called and said something was still wrong and they had me bring it back in. When i brought it back it was greeted by a man named Derek. He didn't even ask my name and as i was telling him there was still something wrong with my car and loudly interrupted me and said it was nothing they did. He then insisted and argued with me about the fact that he spoke to my father. My father who had died two months ago from cancer. Then did not even apologize for arguing or say he must've made a mistake, just said "well i talked to someone." I then talked with Stacy. She was kind, apologetic, caring, and patient. She got me in a rental and said they will take a look at my car. she then called me later to inform me that they sway bar links did break and it would be about $280 to fix. She said she was going to talk to her manager and figure something out to help me. The next day i went in and spoke to Colby Reagan. The experience i had when speaking to him made a whole world of difference. He too was kind, patient, apologetic, helpful, and caring. He made sure that my car was taken care of and the part that they broke was paid for. He truly turned my incredibly AWFUL experience with derek into a positive one and made me feel like i was heard. I highly recommend Royal nissan as long as you don't have to deal with Derek. read more

90 minutes to get an oil change. Asked for sap to be removed... wasn't going to happen until we insisted. Had a very unpleasant discussion with the Subaru service manager.... this is what you get for buying 6 vehicles from Royal....done. read more

I'm shocked by these negative reviews, as we had as good of a car buying experience as you can possibly ever have, considering that you're plopping down thousands of dollars and choosing a vehicle that you hope will stand the test of time. Chris Smith was great -- helpful without pressuring us into anything, willing to go the extra mile to find the exact car we wanted, completely transparent, and very patient and friendly. Joe Regan, the owner, has a great sense of humor and seems really customer-focused -- I saw him wandering around and meeting almost every customer on the lot, popping back and forth between the two dealerships that sit across from one another. I couldn't possibly recommend the sales team more -- we keep our cars for 10+ years, so they won't see us a lot, but as long as we live in this area, this is the company we will use! read more

I was in a position where I needed my car serviced by a Nissan dealership according to my trusted mechanic. I tried two Nissan dealerships and one was Royal Nissan. You can probably guess who the other was if you live in this area (Cortland and Tompkins County). I was treated wonderful from the moment I called for an estimate to the day my car was serviced. The two women at the Service Dept desk when I brought my car in were friendly and knowledgeable. I had a shuttle take me home while my car was being serviced and then the same shuttle driver picked me up when my car was done. He was a retired gentleman who was super friendly and polite. Nice ride to and from Royal. I picked my car up when it was finished and found out that the service dept. did a quick inspection to check brakes, tires etc. They also did a quick clean of my car (much appreciated). The cost of the service was half of what the other Nissan service dept. quoted me. Royal staff was also much friendlier. Way to go Royal Nissan. Will be sure to spread the word to friends and family!! Thank you so much. read more

Despite repeated requests to stop, this company still keeps sending me not just papers in the mail, but with every paper there is a very eco-UN-friendly metal key. So they send out thousands and thousands of these every month and where do many of these keys wind up? In the landfill. SUCH A WASTEFUL marketing gimmick. read more

So the service was really great. However running my credit five times? Not really great especially because they told me I got accepted through the first two runs so why they felt the need to run it three more time is a little ridiculous. read more

Was told an oil change would only be a few minutes. Was on lunch break so I figured I had time... Nope. Brought in at 1 pm and am still here an hour later. read more

This is by far one of the sleeziest dealerships out there, we bought Joes wifes old BMW X3, it had issues from day one. They pretended to fix it, and when I had issues with there repair dept , all Joe would do is keep repeating " Royal Motors No Muss No Fuss" . the man is a complete asshole. We got a notice from them a year later stating they were interested in buying the car back, we went there and they only wanted to give us half of what we bought the car for on a trade in for a older used subaru ! When we decided to get rid of the BMW due to continuous problems, the dealership we went to told us that the vehicle was previously wrecked ! This was never mentioned EVER! They are as crooked as they make them. I highly don't recommend buying anything off their lots. read more

Very unhappy with the body shop for starters the management, they do not care your just a Number.waited a moth to have frunt deer damage repaired. Took car in on a Sunday in febuary no problems with it becides body damage, Then when called to pick my car up and pay I was working. I took lunch to go pay had to rush out but from a far car looked ok . Picked my car up after hours only to fiend my battery dead. So I figured ok just a dead battery it was just worked on I kinda understand I'll just jump it so I did car started right up only to fiend the emergency brake locked up not functioning. This car it a 2013 78000 miles not driven in winter. Left car there called body shop talked to Manager he said they would look at it called back next day said he drove it around it was fine but battery needed to be replaced went back once agen after hours once agen e brake still froze up. At this time this is very unexceptable left it there agen therd day finally service looked at it only for body shop to call back and say that the rear calipers needed to be replaced and it was nothing they did. Now I believe when I receive a call saying my car is complete it has went through a basic check. I work in service also we have check list to confirm basic company perfection this did not happen here. For slight example as to why I an upset, if you lend me your car for 2 days it comes back with bad slipping in the transmission that you know has never done that and I tell you it's nothing that I caused who are you going to be upset with ?. My cards are on the last hands that vehicle was in am I wrong or right to top it off frunt bumper is not aligned with the headlight correctly and I am missing under body cover. I will never do business here agen!!!!!! read more

We got a letter, We went and test drive WED. Took statement to credit union, It was approved. Bank contacts them to hold. This is Thursday Morning. We plan to pick up Friday after work. The truck had 3 miles on it we put another 3. We get a call Friday morning that they sold the truck and we will have to wait for another. Doesn't hold mean hold. NO RESPECT!! NO HONESTY, We had already changed insurance and everything else. NOT TO BE TRUSTED!!!! read more

Took my car there for an inspection and recall. So glad I dropped it off the night before for it to be serviced the next day since it always takes longer then quoted. Didn't get a call til about 430/445 pm that it was finished therefore picked it up after hours. Had to use the the other set of keys to find it in the parking lot and the head light was out, and it passed inspection hmmmm. Then noticed that the back seat passenger side carpets were all up and thrown in a pile, I get that they may have to be moved for the recall but seriously show a little respect and put them back. I took pics, not very happy right now! Poor customer seri vice if you ask me. read more

Terrible customer service in the repair department. If your a woman and speak to Joe R. he ask to speak to your husband because he assumes women know nothing about vehicles he is rude talks down to them and don't fix what he says he will or what's covered on warranties bumper to bumper and when it was taken to them the last time to fix the harmonic balancer they tried charging $600 for rotars, brakes and bulbs that didn't need replacing the brake pads was another year before being replaced and rotars 2 years before being replaced at a much cheaper price and inspected without a problem the bulbs only a couple dollars after it sat at royal for weeks to be fixed never even looked at the harmonic balancer or the wiring problem no phone call no update assuming they had taken it to ithaca royal like I had been told to test the wiring issue that cortland does not have the proper equipment to diagnose but it never left cortland sat there for weeks and never properly looked at and never fixed the part and it went shortly after and the warranties ran out by 1,000 miles and had to be replaced witch would have been prevented had the job been done and right and was told by Joe he would pay for the part and it never happened. Every time I took it in it was a nightmare and being charged $50 each time with the warranties to tell me the wrong thing was wrong with it and never fixed so why what was I paying for bad service?. The car itself has been great and the salesmen also but as far as Royal and the other service it's a nightmare and will never purchase again. Beware of paying for parts that don't need to be replaced and that the issue is actually fixed when you pick it up and if your a woman be prepared for sexist discrimination. Hopefully the same mechanic is not still there it's been a couple years but hope this helps someone. read more