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Royal Auto Works Inc.

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Reviews Royal Auto Works Inc.

Royal Auto Works Inc. Reviews (1)

Review: I had an insurance claim regarding a no fault accident. I was not treated with respect from the workers at Royal Auto Works as the workers contradicted their stories regarding the repairs of my vehicle. I was told that I was going to be charged for services at 116.00 which included an alignment, and when they spoke with a male friend because I was unavailable, they dropped the price for the work significantly. They told me that they had done work on my vehicle (specifically an alignment). They then recanted and told me that they never did the alignment on my vehicle. I had a witness that was party to the conversation when they told me that they had done the alignment and then negotiated a less expensive price for the work to my male friend. Then when I drove my vehicle, they stated that they did not touch the right front tire of my vehicle, however, all 5 lug nuts were loose and as I drove down the road, 2 of them came off. My vehicle was vulnerable to being in an accident because they did not tighten them. They were going to charge me $85.00 less of my insurance deductible to fix my vehicle. I stated that I could not afford $918.51 for services that should have been less expensive. I went back to the shop to discuss the fact that my lug nuts were not tightened appropriately, and they denied that they had touched the wheel. Most of the work was going to be subbed out due to the fact that they could not fix the vehicle at their shop. The workers explained that they had to charge higher prices due to the subbing to [redacted]. The worker called the auto body shop to inquire if they had in fact taken the tire off and the exact words from the worker when he spoke to the technician was "You didn't take the front tires off of the vehicle for any reason, did you". It was not phrased as "what work did you do to **. [redacted]' vehicle?" I know that they were taking advantage of me because I am not versed in mechanics of my vehicle. I also know that the lug nuts were fine before the vehicle was in the care of Royal Auto Works. Someone else did the repairs on my vehicle and I was there to visually see that they did not go near the right front tire.Desired Settlement: I would like to see them refund my money for an estimate and work that they negotiated with my male friend ($47.63), and replacement of the lug nuts that were lost due to negligence of a mechanic. I could have been seriously injured or killed if my tire had come off.

Business

Response:

I am contacting you regarding complaint ID # [redacted]). I am very sorry that this customer is unhappy with the service that was provided by us. Royal Auto Works has been locally owned for 33 years by the same family. We have very high customer service ratings from the more than 10 insurance companies that we work with hand in hand. Our rating with the insurance company that represents this customer is 100%.

When she first had her 2003 Ford Explorer (with over 233,000 miles on it) in our shop, she stated that she had run over something and that the left rear wheel was making a noise. We sent the vehicle out to a local mechanic shop to be diagnosed. This is a common practice that is used by body shops that do not have an in house mechanic. The local mechanic shop diagnosed the problem and gave a price for replacing a wheel bearing assy., tie rod end, balancing the wheel to check to see if it was bent, and an alignment. The owner stated that it was too much and that she couid have the work done cheaper by someone she knows. The fee that was charged to her was for checking out the vehicle and to balance the left rear wheel. The fee has already been reimbursed to the owner by the insurance company. I am not sure why because she had a $1000.00 deductible. Insurance companies usually state that the owner is responsible for anything up to the deductible (including check out fees) and then the insurance company will pay for anything else that is accident related. As 1 stated before we work directly with over 10 different insurance companies and many other insurance companies indirectly and this is how it is handled. I do apologize if there were any miscommunications that may have gone on while trying to explain things through a third party (her male friend).

As for adding a mark-up for any sublet work completed, this is standard practice due to the constant communication, scheduling, ordering of parts, and troubleshooting that our business does in conjunction with mechanical shops.

The owner did return and stated that there were two lugs that had broken off. When we called the mechanic they had no idea that she was listening to the conversation. So they were not put on the spot nor did they know there was even an issue. No reason for them to lie. Time is money in any business so why would the mechanic shop be taking off wheels for no reason. The mechanic shop along with Royal Auto Works uses a tool called a torque stick that properly torques the lugs so that there will not be a problem of over tightening and having lugs break off as she stated. When she showed us the lug they had rust completely through the break. No clean metal that we could see.

Even though we had much time invested in her vehicle Royal Auto Works did not make one dime. We always strive to make our customers happy. We do appreciate the many customers that use us repeatedly and travel many miles to have their vehicles repaired at our shop.

Sincerely,

OWNER

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Description: Auto Body Repair & Painting

Address: 706 N Royal Ave, Front Royal, Virginia, United States, 22630

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