Royal Chevrolet in Richmond, VA


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Specialties

Royal Chevrolet is Richmond's go-to spot for any automotive needs. Whether your looking for a new Chevy, or a used car from our bargain lot, we have the car that's right for you and your family. We also have a full service collision center, parts department, and service team to ensure your car is running in top shape at all times.

History

Established in 2002.

Royal Chevrolet


Dealer Info:


Phone(s):(804) 521-5300
Address:4502 W Broad St, Richmond, VA, 23230
  • Monday: 9:00 am - 8:00 pm
  • Tuesday: 9:00 am - 8:00 pm
  • Wednesday: 9:00 am - 8:00 pm
  • Thursday: 9:00 am - 8:00 pm
  • Friday: 9:00 am - 8:00 pm
  • Saturday: 9:00 am - 6:00 pm
  • Sunday: Closed

Reviews on Royal Chevrolet

 
Abhishek G. | 2015-04-24

This review is for the Royal Collision Body Shop.

Summary: Body Shop Manager Rick is the guy to work with! Quality work. Very timely and mostly communicative. EXCELLENT experience with their manager Rick!

Details: I must start by admitting that I am guilty of never really writing reviews online. So me writing this review means that either something really went wrong, or right. In this case it was RIGHT.

My first time at Royal was the first time I got into an accident. I needed some body work on the rear door and quarter panel. I had pre-existing scratches on either side of the front bumper, but since insurance didn't cover pre-existing issues, I didn't get the front-bumper re-painted.

The Estimator - Bob - was extremely friendly, made me feel comfortable, and delivered quality work on time. Their daily text messaging service was a plus. The paint-work was top-notch, even though it is very difficult to get the Starfire Pearl paint spot-on. I was skeptical and nervous going in (being my first accident), but they made me feel comfortable and confident in their workmanship.

The second time (unfortunately within a week of picking up my car) was an accident in the front area of the car. When I got the estimate (from a different estimator this time), I asked for, and received the estimate for my pre-existing front-bumper scratches as well. Since insurance was paying to re-paint the entire bumper, I just had to pay out-of-pocket to smooth out the scratches so that they could paint over. I dropped the car off thinking that since Royal's in the business of fixing things, they would fix everything and charge me as per the estimate. I did not explicitly state that I needed the out-of-pocket work done.

When the car is ready and I get the call to pick it up, I'm told that the scratches were not fixed, because I didn't ask them to. They had the car for 5 days, painted the entire bumper, but chose not to paint over one small area. There wasn't any thought given to at least call the customer and say, "We are painting your bumper, and there are pre-existing scratches. Would you like us to fix them?" Remember, they gave me an estimate, so they knew about the issue. The most disappointing part was that there was no admission saying, "We're sorry. We agree that we should have at least called you." I would expect that to be common courtesy and even common sense.

I went to pick up the car, not in the best mood - to say the least. As I said, I don't write reviews, so I wasn't going to write a negative one. But I knew that I wasn't going to be their customer anymore. I was going to try Precision Body Shop or the Lexus dealership next time.

Upon checkout Rick Paquette - their manager walked me out and we had a chat. This gentleman's attitute was completely opposite and unexpected. He agreed that the ball was dropped. When inspecting the car, we noticed that even though the pre-existing scratches were on both sides of the bumper, one side was fixed, the other wasn't! Plus, there were additional scratches that weren't there when I dropped off the car.

Rick was gentle, friendly and seemed like he could teach a class on good customer service! He has offered to repaint the bumper, fixing the issue, at no cost to me. They will even provide a loaner car for the time mine is with them. Even after I offered multiple times to pay the original estimate out-of-pocket, he refused to accept payment. He insisted that he wanted the customer to be happy. This attitude was extremely refreshing and welcome. So far the attitude had been CYA, making excuses (you didn't ask us to fix it when dropping off), and generally not aimed towards customer service.

Rick is the kind of person who thinks in terms of "We, the company", instead of "I, an employ of the company". Dealing with such people, who care about their company and realize that good customer service benefits their entire company, is rare and always welcome.

I will provide an update once I get the bumper re-painted. The moral of the story so far is - Royal Collision, as a company, and Rick Paquette, as their manager, do care about their customers.

It's always tricky dealing with a company - do they care about doing the right thing? Or are they focused purely on making money? Rick proved that Royal is the latter. They do quality work, stand by their work, and will fix things if you are not happy. I would DEFINITELY recommend using their services, and am now staying on as a permanent customer!

PS - I can't comment on their expensiveness since my insurance covered the costs both times and I didn't have to pay out-of-pocket.

 
Sean Q. | 2015-04-09

What is the point of using the Chevy service scheduler app of no one ever calls or emails you to set the appointment? Or they email you and say they will get in touch soo and never do. Just have to call or go in to set the appointment. But seriously don't have the app if you are not going to use it. Thanks Chevy . Also when you schedule service at 1pm I expect you to put my car into the garage at that time. Otherwise you didn't keep my appointment. 2 hours now for an oil change, tire rotation, and alignment.... Should it take this long? Idk but it shouldn't.

 
Jonathan M. | 2015-04-03

Rusty Snead is an experienced and knowledgeable salesman. He answered all my questions and helped me through the buying process. First, my trade in was evaluated quickly and without fuss by the used car manager. Things moved seamlessly between Rusty and Bob Moore, the new car manager. Then things moved smoothly from Rusty to Luke the finance manager. Altogether, a very good buying experience. We were set to close the deal when Rusty asked me who my car insurance company was. When I responded, Rusty got up without a word, and left the cubicle only to come back quickly with an additional $750.00 discount from my insurance company and GM. Way to go, Rusty! Rusty's efforts and head's up action actually paid for my new step rails on my Silverado! I got GM step rails added to my vehicle and a special spray-in bed liner. Rusty made sure it all got done in one day. I picked up my shiny new Dark Ruby Red Silverado the next day, all cleaned up and decked out with all my accessories. Rusty then took the time to explain all the neat features on my Hot Spot equipped WiFi pickup truck including the OnStar features, XM radio, and instruments. Rusty took time with me at the end of a long and busy day for him and made sure I had all my questions answered. He then took me and my new truck to "top off my tank" to be sure I had a full tank of gas to start off. How could there be a better salesman than Rusty!!!

 
Marquise M. | 2014-08-16

This was one of the worst experiences of my life! Since this would be the first time I purchased a car, I was expecting some sort of hassle. But I did not expect to spend almost 6 hours on a car lot to only walk away feeling abused and foolish!!!

I saw a 2012 Ford Escape online that I wanted to test drive. I have my own funding and the car fit within my budget. It should have been an easy process.

I should have known it was going to be a rough ride because "Michelle" ambushed me as soon as I walked in. After going over all of the details, "Michelle" repeatedly attempted to pressure me into applying for funding through. Once I made it clear that I didn't want to, "Michelle" then made up some lie about not even knowing if the Ford was on the lot. However, she did have a good car that may work.

I test drove it and it worked. I agree to purchase the other car. Then I sat. And I sat. And I sat. Three hours later, I'm still sitting there! As I'm sitting, I'm going over the terms and Realize how awful the the deal was: it was way over my budget and not really what I wanted.

That's when the fireworks started! "Michelle" flipped out on me! She started yelling at me about how "a few minutes ago, the car was fine!" THREE FRICKIN HOURS! That's what.

We were standing in the middle of the floor arguing over this damn car that I didn't want and couldn't really offered!! It caused quite the scene!

Finally a manager came over and offered to help get me with a good deal. I agree to look at other cars but continued to ask about that Ford. But I could never get a clear answer of where it was. Was it at another lot? Is someone else test driving it? Did it just magically disappear? I honestly don't know because I couldn't get anyone to answer me!

I needed a car and thought that after that horrible fiasco with "Michell", they'd def give me a good deal. I was wrong.

After test driving a couple other cars, I settle for one that worked for me. We sit down and start going over details. Only to be told half an hour later that they couldn't process anything because, at the time, I only had a permit not a full license.

Excuse me....WHAT?!!! "Michelle" took a copy of my license 5 and a half hours ago!! You mean to tell me that she didn't notice that it was a permit?! Or how about after I told her I was going to get my license the next day with my new car?!

They offered to process everything and just keep the car until I got my license. Excuse me sir? Hell no! You wasted my time, you tried to screw me on car prices and you made me feel like a complete idiot.

Then, as if that wasn't bad enough, they called a few days later and wanted me to come back for the car. I told them I only wanted that Ford but for a better, fair price! They refused to work with me!!

I will tell everyone I know about this horrible experience here!!! I have my license now and funding for a car, so the search is still on. But I'm not searching at Royal
Chevrolet!!!

 
Jennie H. | 2014-05-13

Please note that this is not a review of the Royal Chevrolet dealership, but of the Collision Center.  This is an updated review as I just received an e-mail from the manager.
I was going to just remove this review, but I couldn't figure out how on my phone so here's the edited version.
Initially I left a not so nice review based on how long the repair took and not being kept in the loop as far as exactly why it WAS taking so long.  I was also given no explanation as to why stickers were removed from my vehicle.  The manager was nice enough to take the time to explain everything to me.  Plus the car looks great otherwise and I have it back, so that's all that matters.

 
Rubie R. | 2014-01-17

I can't believe how wonderful this dealership treated me....gave me a huge trade in value and took quite a bit off on the vehicle purchase price...if I ever need another car I will travel the country to buy my vehicle at Royal Chevrolet.

 
Michael H. | 2012-11-03

Service, service, service. One word: breathtaking! The staff is very helpful and I drove here to get a flat tire replaced on my car (Chevy Malibu). It was a bit stressful day for me since I had class at VCU at the time and needed to get the tire replaced on a day of classes.

Since they didn't have the tire I needed there at the dealership, they ordered one from out-of-state and were able to get it the very next day! Not sure if that's rare or not, but it was a miracle born out of the clouds themselves on this eventful day that I had. Service was friendly but to-the-point and very punctual. The next day when my tire was replaced, it didn't take too much time relatively speaking and my car was vacuumed cleanly (not to say my car looked like a wolverine wreaked havoc in my car *cough cough*).

I sincerely want to thank this branch for relieving the stress that I was expecting that day. If you need your car serviced that happens to be a GM brand, you should not look any further.