At Roy's Auto Service we service all makes and models and strive for same day service with quality always being our top priority. We are ASE Certified Master Technicians, and Master Volvo Technicians, with 40+ years of combined experience. At Roy's Auto Service we service all makes and models and strive for same day service with quality always being our top priority. We are ASE Certified Master Technicians, and Master Volvo Technicians, with 40+ years of combined experience.
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We have a 6 month old baby, so we need to have A/C before the hot months of summer and are desperate to get the car fixed. We decided to take our car to Roy's Auto after seeing the positive reviews online. They told us our head gasket was cracked, so we paid 3.5k for the repair. At check out, Erica said the fix looked excellent and we should be all set and we have a warranty for the labor if not.
Not even 2 days later, our coolant was drained again, the A/C wasn't working, and the car was overheating and so was our baby. We took it to another shop to get it inspected (no work was done), but Roy's said the warranty only works at their shop, which is understandable, so we took it back. It has been 3 weeks, and no work has been done. I called after a few days, and they said they saw the car but didn't know what work needed to be done. I explained that the fix we paid for didn't work, so we took it back because the labor was under warranty and Roy's said they would discover the root cause of the issue if the repair we paid for didn't work.
I called 3 days ago (2.5 weeks later), and a new person answered the phone while Erica was OOO. He said no one had looked at the RAV4 yet and there were no notes for the car, so he would write some notes down and update me the next day after he could take a look. It's now Friday, we called again and the same person from 3 days ago answered again and said their main person is on vacation, so still no work has been done on it.
My wife and I don't know what to do at this point. We are driving an old Honda Civic with no AC while the RAV4 gets "fixed". We've limited our driving since our baby overheats anytime we try to drive anywhere.
I'm not saying you shouldn't give Roy's Auto your business, because they have clearly helped out a lot of people in the past. I'm just sharing our experience to shed some perspective on what a $3,500 1 star experience looks like from this shop and hope you have a better encounter. They were eager to get the work done when we were paying, but now that we are utilizing the warranty, the car has remained in the same spot we left it for 3 weeks without being touched.