The worst customer service i had with this dealer. Bought a preowned car and had nothing but trouble from the first week i bought until today. After the 5th time of my car being in auto service for some repairs i was done with them., so i decided to take it to my friend that works at o'rielly chevrolet took my car in rightaway which never happend with royal and they even lend my car rightaway too so i go to findout that my breaks were completely useless even hitting the sensors. How does this happen not even 3 months after purchasing my car??? Dont know.. im so upset and i will make sure to spread worth to mouth that this is the worse company ever. And i will never but from them again! read more

Not good at all. Even after giving them a second third and 4th chance to right their wrongs they still chose to continue lying and telling me stories of what they are going to do but didn't. Not only do I have documentation and facts to back up the shady shortcut ways of doing things they still want to be dishonest and then send me away in my car with the danger of possibly wrecking. I have children and they put the wrong wheel knowingly on my car just to save a few bucks and told me the price was 4 times the amount that was spent. Lied to me lied to the warranty department, lied to themselves and continue to lie. After a week and 3 days a simple mail in the tire repair turned into a bent rim broken valve stem ordering the wrong rim 3 times putting the wrong rim on my vehicle I still do not have my car back. A week and 3 days people and they are still lying about it. read more

If you have a GM charge card with accumulated points be super vigilant. I recently bought a new GMC pickup and expected to use my $801.20 in points against the purchase price. Instead they charged my GM card $801.20. When my statement arrived, and I saw the error, I notified Royal. They promised to correct it. That was 6 weeks ago. To avoid late charges and interest, I paid the $801.20. read more

These guys were nice. I'm looking for a 2005 too 2007 CTS. He acted like he didn't hear me and took me straight over to the new cts. Again, they were so nice but lost me because they didn't have product or didn't show me product. read more

Our vehicle was totaled, we called Derek Deckens right away..... his advice was excellent, he secured the exact truck we were struggling to find, given the microchip shortages, kept us posted about delivery, made the whole buying experience super simple. Derek is professional, patient, personable, helpful, extremely knowledgeable & customer focused, going above & Beyond to ensure our complete satisfaction....the best vehicle sales experience we have had.... Wouldn't want to do business with anyone else. read more

I purchased my first Royal Buick in 2016, and couldn't be more happy! Every employee has been excellent to deal with. I would like to specifically mention Susan (cashier), and Rocky (service bay attendant). Every time I am in that area of the store, both Susan and Rocky are courteous, polite, remember your name, etc...! They are always in a good mood and ready to help each customer no matter the situation! Susan and Rocky demonstrate the excellence that is Royal Buick GMC! Thank you - Craig K read more

As always, the service at Royal Buick GMC was exemplary. All of the employees that we have encountered perform their jobs with a professional, friendly and efficient manner. Mike Van Erem and Susan, the cashier, are especially friendly and good at their jobs. They provide excellent customer service and are a credit to the dealership. read more

Wasted my time. Posted an ad for a car, drove from Tempe to Tucson. They said it was available and when we got there they lied.

Reviewing Cadillac Service The two kids sitting at the service door are not welcoming, not congenial, not friendly, not forthcoming with information. Whose idea was this? Get me someone who can greet a client, make them comfortable, explain the process. A client can't even see the garage from the service portico, so we don't know what's going on. The service technicians did a fine job, no complaints there. Had it not been for Gene and the service tech, I might have aborted this visit. I will try the other Caddy dealership before returning here. read more

Royal and the Sales Associate Joe Salgado made it very easy to buy a car and get all the discounts we were eligible for. Including COSTCO. Joe was super knowledgeable about both the GMC and Cadillac products and I would highly recommend him to all for their future GMC or Cadillac needs. By the way we bought our first Caddy and love it read more

We attended a car show at Royal Buick GMC, so I can't really review their customer service, etc. However, the employees were really nice to a few hundred people parking their classic cars in the parking lot, walking around (and not buying anything!) The dealership itself is beautiful, and they do have a great selection of Cadillacs, including the new ATS which they had a couple of, parked right up front. Of course I went over and oooh'd and aaahh'd, much to their entertainment.' read more

The salesman that was supposed to help did not show up and a very nice young man stepped in and took care of everything. The dealership has been very professional and willing to help with things. read more

I have never received such horrible customer care from a manager before. Garret the sales manager introduced himself and offered to help out in anyway he could. When it came time to buy the car they brought me a kelly blue book printout itemizing what i was paying or with the car. They said they would take $50 off the price and match the KBB pricing. However, They had added on a insurance plan that my car no longer qualified for for 500 in addition to a moon roof for $132 that the car did not have. When they brought back the new pricing my dad asked him if he would take off an additional $200 Garret agreed. Then came back and said he could not do it his boss would not allow him to take off the extra $200 but would match the new KBB pricing. We were ready to start the loan process when he walks back in and announces oh no sorry we won't be honoring that price its going to be full price or nothing. So I left. What kind of customer service is that!? They even make you watch a 2 minute video on how they care about their customers and they treat them like family and help them to find the best deal. This place is a JOKE. If you want an honorable experience do not go here and go in knowing your cars worth. I was looking at a 2014 Buick Encore with 40,000 miles on it and they had it listed at 15,580 for sticker price. I just bought a 2016 Encore with the exact same features with 19,000 miles and walked away with all taxes added for 16,712. I do feel I need to mention however that my sales rep,( his name started with an L) was an amazing! He truly cared and represented what the video preached, its just unfortunate that his boss doesn't share these values. read more

Royal is definitely UNLIKE other car dealerships. They don't push you at all to buy a car. They know it's a big financial decision and are there to help you with any questions you may have. Kyle helped us and we will be sending our friends to him if they are in the market for a new car. Kyle was very informative and patient with us trying to get two car seats in and out of the cars for test drives. The manager also came up to us several times to make sure we were happy. He also gave our kids goody bags with snacks and entertainment. I completely recommend Royal Buick and GMC. read more

My GMC pickup is coming up on its 60,000 mile service. I decided to shop around a bit rather than just making an appointment with my regular shop. Since I bought the truck here I figured I'd give them a call. I called at 3:43PM on a Saturday afternoon after checking their website. The site indicates that service is open until 5pm on Saturday. The phone rang for quite a while and then a message came on indicating that they were closed. The insulting thing about this is that the message contained their business hours, including a statement that they are open from 8am - 5pm on Saturdays for service. Thinking there might be a mix up I called the main number where, I suspected, there would be an operator to route my call. Um, no, I was greeted by a voice message indicating that no one was available to take my call and asking me to leave a voice message. Well, the quote I have for this service from my shop is around $750. Looks like that's $750 that the Royal Automotive Group won't get a chance to earn. FOLLOW UP -- About 20 minutes after posting my review I got a call from Royal. They had pulled my number from their caller ID and were returning calls to people who who they'd missed due to a high call volume. Brian, the gentleman I spoke with, apologized for the "closed" message I'd received and indicated he would look into why it was on during business hours. He also transferred me to service where I spoke with a service adviser who was helpful and knowledgeable. He told me what I'd already discovered, that the $750 quote i had was high. These folks went from "no way will I have a service done here" to being considered. I have a few more calls to make but I wanted to amend my review based on the excellent follow up. read more

Brought in my 2021 Buick Enclave Avenir, the second time, to fix the same problem under warranty. Thankfully I was provided with a loaner car this time because it took 10 days to resolve the problem. My Service Advisor, Ryan, was great keeping me informed, called me today that the car was ready. When I arrived today to pick up my car I pulled up to to the service area with the loaner, rolled my window down, sat there for several minutes, as several employees walked by, never addressed me or asked if I needed help (Ryan must have been at lunch or something) so I turned the car off, left the key in it and went to the cashier to retrieve my keys. I should also include that I am a disabled 74 year old woman who uses a cane and has a hard time getting up the step. I was handed the keys and told my car was "out there" in the rows of other cars. I guess the days of "customer service" are long gone when the vehicle was brought up to you. Sorry for the "rant" but I worked for a GM Dealership for many years where customer service was the #1 priority. read more

We just took delivery of our 2018 GMC Sierra from Aumad at Royal Cadillac Buick GMC. What a great experience! Ahmad has been with them a long time and it showed. He answered all of our questions and concerns. We always felt like he had our best interest in mind. He was pleasant and professional. I would highly recommend Ahmad to my family and friends. If are you if you are looking for a new car or used car you can't go wrong with Ahmad! The dealership was beautiful and everyone was friendly. We love our new truck! read more

Derek was completely amazing! This was my first car ever, and I didn't fee pressured at all from making this purchase, I wasn't looking to buying a car but with everything that Buick offers I got more car than a price and I'm totally for quality and that's exactly what I got for my car and for customer service. Highly regarded car and I'm in love and would do it again through them whenever I need a new one. So definitely check them out if you are looking for a new car!! read more

We always get excellent service at Royal Buick. One of the highlights of each trip is the excellent service we get from Susan. If there is a problem or issue, Susan will get it solved even if it isn't her area. We really appreciate her kindness, friendliness and desire to always assist us. Bill and Libby read more

Horrible service very dissatisfied with your salesman plus high costs for a buick . Investment of my time there not worth it

Justin Rade was incredible. He made our experience so easy & very enjoyable. He was knowledgeable, honest, and very professional. He was so genuine and truly cared about our wants and needs. I can easily say this was the best customer service I've ever been a part of. We will send everyone we know to Justin, and we will be back for any future purchases! Thank you Justin!! Kerri & Amanda read more

Horrible service. I had to bring my vehicle in for a recall, which is already a huge hinderance to my busy schedule. In addition to that, I was promised a loaner car so that my entire day wouldn't be ruined. However, they waited until I get here by myself to tell me that I was stranded. I have a doctors appointment in an hour. I could have organized affordable transportation if I knew. I scheduled my day around having a car; now my entire day is ruined, and they couldn't care less. read more

We had the best salesman ever. He didn't push us at any time and really worked hard to find us the BEST car that met everything we needed in a car. His name is Rubin Encinas. A professional who was also very personable. We are in our golden years and have bought many many cars in our lifetimes. This experience with Rubin was the best experience we ever had in buying a car. Ten stars to him! He worked hard to not go over our budget too. We appreciate him very much. The service center is great! Fast and professional. Mike Van Erem is the best! He keeps you informed on what is going on and how long he expects before service is done, he explains everything too. We have worked with him for years. Both men are keepers! We enjoyed every part of our GMC/BUICK experience! read more

I have purchased several vehicles in my life, but I've never been treated any nicer. I was on a very short time frame to find a vehicle to replace the one that was just totaled. I had been looking at a different dealership for a quality used vehicle. Unfortunately the one I had settled on was sold before I could get my finances set. Went to Royal yesterday evening to look at one. Hadn't plan to purchase at that time. Before we got out last night they had matched the percentage rate our financial institution had given us. As well as getting us an extended warranty on the mechanical parts for the vehicle. We went back today to finalize everything. We asked for and received a couple of goodies for my wife and myself. They threw in 3 months of Sirius XM as well as giving my wife a Dozen Red long stemmed rose's. I would recommend them to everyone. Amanda Hayes and Derek Deckens were fantastic. read more

Krysta has been so helpful before, during, and after my purchase. Thank you Krysta! All the staff I met were so friendly and helpful. Thank you! Rick in financing was so helpful, easy to talk with and understand, and was an absolute pleasure to work with. So happy I drove to Royal from PHX to purchase my new vehicle! read more

Rachel B, and Sandra W were very helpful. And they were persistent without being pushy or overbearing like other dealerships I dealt with. I was looking for a specific vehicle, but unfortunately they did not have it. However I definitely recommend this place, and will consider them in the future. read more

Car was towed in because the dash lit up like a Christmas tree, but the car wouldn't start. Susan helped me get an appointment for service, a shuttle to/from work, and provided overall fabulous customer service. Mike was my service advisor. He stayed in contact and let me know bottom line what was needed to get my car back on the road. read more

This was the only dealership we've ever been to that has allowed us to seamlessly purchase a vehicle. We researched it online, fell in love with, got pre-approved through a local credit union and contacted dealership. Krista was the sales person that answered our query and set up the rest. We went in on Thursday and drove home in the car on Friday, the entire purchasing process was approximately 15-20 minutes. read more

We had the absolutely best experience at Royal. We are new to AZ and needed an unplanned car replacement. Went to many dealers. NONE like Royal. No pushy sales people, completely listened to our needs and promptly and kindly met them. The service from Scott and Shawn was simply amazing. Professional, friendly and handled our concerns and questions immediately. We would highly recommend them and will shop no other place for our cars, as long as we are in AZ. Thank you, Royal for making a painful process, almost fun. read more

Royal has been my dealership of choice for the last 6 years. I just took my car in for an oil change and checkup. My service advisor, Chris Savastano always does a great job of taking care of me and my 2014 Cad CTS. He is a great representative for Royal and always ensures that I get the best result possible when I bring my car in. Thanks!!! read more

So far, our experience with auto dealerships in AZ has not been great. It's been with the service departments, but you spend a few hours with your salesperson and the car's lifetime with the service department, so that's important. Then we were looking for a specific used vehicle and they are kind of rare, but DH located it via internet at Royal Cadillac in Tucson. This was on Sunday morning. On Monday morning he called and spoke with Sam and it was still available, so he drove down. Sam was busy, so it was Ahmed he worked with. You can work with any of the salespeople at Royal and know you'll get great customer service, because they are not on commission and I think Royal really looks for folks with a great, customer-oriented personality. The car was EXACTLY as described---and DH put down a deposit with the plan we'd go down on Tuesday, I'd give final approval, and we'd drive it home. So we got there Tuesday just when we said, about 4 pm, but Ahmed was tied up with another pair of customers. It was a couple who had come in car shopping earlier, planned to look at several different dealerships, and then was so impressed by the Cadillac and Royal they decided to buy---right then and there. We know this because Erin told us so. Erin is another salesperson at Royal. She went to a lot of effort to tell us about the car we were purchasing and took us on our test drive and for a while just chatted with us. She could do this because they are not on commission so she was more interested in keeping customers happy then making quota. There was also a delay because the second finance person who does all the title and license stuff was out sick, so the one guy who was there was buried. (They kept apologizing profusely for the delay!) We got a chance to talk to Erin as we sat on the rocking chairs and she was so positive about the dealership---it was impressive. We also got a tour of the dealership, which was impressive. They have a cafe with a chef!!!!! Hel-lllo! So you bring your car in for service and can enjoy a nice breakfast or lunch. How cool is that? A really super and comfy lounge---it's more like some high-end great room than a waiting room at an auto dealership. In the service department, we got big smiles and handshakes---how different from the surly, unhelpful service people in Phoenix. The guys were all neat and clean and just exuded a positive confidence. And every single dealership employee that walked by made eye contact and smiled and greeted. You can tell, Royal is in the business of customer service---selling cars is just how they provide it! (To paraphrase my Dad, the customer service King!) Our only regret about buying from Royal---that they are located in Tucson and not the Phoenix area. Sadly, we won't be able to return for ordinary maintenance. (Did I mention the Forever Warranty they give on the drivetrain???) Dealerships in Phoenix should look to Royal as a standard bearer in customer service and satisfaction. It was just the best and easiest car buying experience ever and we found the business and the employees to be over-the-top-great! BTW---the little 2010 used suv we bought---showroom condition. It had been detailed to an inch of it's life---the engine had been steam cleaned (according to DH) so that it look like it had never been driven. No sticking your hand in a crevice and finding a previous owner's used Kleenex or half-gnawed sandwich. It is so worth the drive from Phoenix to Tucson to be treated like---heehee---royalty! We will do it again, our next vehicle. read more

We are first time customers of Royal, just bought a used GMC Terrain yesterday from Rocco. What a pleasant experience buying a car! As soon as we drove in to the lot, Rocco greeted us and helped right away. He was so friendly, no pressure and very knowledgable about the vehicles. The buying process was made so simple with the help of Joe and Amy. They were all very sweet and wonderful attitudes. We left feeling so happy and confident about our purchase. We are definitely coming back when we need to buy another car!! read more

Took truck in for another oil change and they tried to charge me for two extra quarts of oil and when I got in my truck they have been playing with radio. WILL NOT BE BACK Robert read more

Went in for oil change & tire rotation, made appointment an was asked if I wanted a car wash & vacuum out I said yes. When car was done & went to get it no wash or vacuumed. waited 2 hrs.for oil change, not fastest service. read more

Great service department. My service rep got me in and out quickly even though ias a little late for my appointment. Grace and Susan were fantastic. They were able to get my discount applied and were very courteous. I'll be back next time I need the truck serviced. read more

Just bought a new GMC Acadia from Dave Hoffman. He was a great salesman and very helpful and friendly. He got me through the process quickly and was a pleasure to work with. I will certainly ask for him the next time I want to buy a car. The gals at the desk - Susan and Heather - are terrific and helped me to find my way around the Tucson area better than any travel agent! I first started coming to this car dealer for service on my old car. This group does such a nice job and I thank Terry, the tech, for all his help. My service advisor was Steven and he couldn't have been more helpful. Thanks to all and I will be Loyal to Royal! read more

Big shout out to Fernando Rodriguez!! He was amazing at helping my mom buy a new car! She can be a fireball and he was patient and respectful to her. She had already been to another dealership, that shall not be named, where she received service so bad that she called me almost in tears. I live in another state and couldn't be there to help her so I reached out to an old friend for help. She recommended Fernando and like I said he was amazing! My mom is super happy and excited :) Thank you all at Royal for being so good to her!! read more

Excellent customer service I went to them with a problem had to take it back for unresolved issue, they went above and beyond they trusted me with a new 2013 Cadillac I used when I returned I purchased it. The buying process was painless I will buy again when I need to. Customer service greets me by name and we get what is needed quickly read more

Although this review is about 15 months post purchase I just wanted to note that I had received excellent service in both the purchase and in service of my 2014 GMC 1500 Sierra Truck. When the occasion arises that I'm in the market for another vehicle Royal will be my first stop. read more

The service staff did an outstanding job of detailing our Acadia. She shines, sparkles and smells all new again! Thanks for the great service! read more