Real Autohaus Automotive St. Charles

From the moment I walked in, I was treated extremely well. Gabriel greeted me and made me feel very comfortable. I was only there for an oil change, but felt like I was giving them a huge job! It was refreshing to deal with every, single one of these guys. Highly recommend!

Real Autohaus was excellent. They explained exactly what was wrong with my car, sent photos so I could actually see the issue, and sourced parts at a fair price. They also kept in touch throughout the process, which I really appreciated. The whole team was fast, kind, professional, honest, and very human. Andy in particular was a standout. It never felt like they were trying to upsell or confuse me. They just handled everything clearly and efficiently. They were so great that I’ve already referred more business to them. Highly recommend.

I’ve been doing regular services with Real Autohaus at different locations for over a year now. My husband came here first because we got a mail with a coupon for an oil change, he recommended this place to me and now this is the ONLY place i go to. I changed oil here multiple times and fixed my car when it had problems. The workers and technicians are always welcoming and helpful, explaining everything they’ve done and giving me recommendations. The price is also great. They have a nice lounge area with coffee and candies, so you will feel comfortable while waiting. I just wanted to say thank you and with them luck. 100/10, COME HERE!!!

Huge Shoutout to Andy you and the team are the best exceptional work on my Lexus.The ride is so much smoother and I highly recommend these guys for any Maintenance that is needed on your vehicle. The warranty they offer is outstanding as well. Will be back for future Maintenance sorry for the inconvenience

I brought my vehicle to Real Auto Haus through Carvana / SilverRock for warranty repairs, and unfortunately the experience has been extremely frustrating due to poor communication, long delays, and a lack of follow-through. My car has been at the shop for weeks. I understand that parts delays and warranty approvals can slow things down, but what made this experience difficult was the lack of updates. In the entire time my vehicle has been there, I have only received an update without calling in myself twice. As a customer, I should not have to repeatedly contact the shop just to find out what is going on with my own vehicle. Regular updates, even short ones, would make a big difference. Early on, I was told that my valve cover gasket repair had been denied by the warranty company. When I asked why, the response I received was simply that they were not sure and that the warranty denied it. I then contacted the warranty company myself, and they informed me the denial appeared to be related to the quality of the photos submitted by the shop, even though the shop had already confirmed the valve cover gaskets were leaking. After I asked the shop to resubmit the claim, they said it would not be a problem. A few days later, after again hearing nothing, I called back and was told they had not yet been able to get new photos. This is something that could have been done quickly with an inspection camera, or the original photos could have been taken clearly enough the first time to support the claim. As the customer, it is very frustrating to have to contact the warranty company myself to get things moving instead of the shop handling the process they are being paid to manage. Eventually the repair was approved, but the communication issues continued. On Monday 03/22 I was told the car would be done no later than Wednesday 03/25. When I did not receive any update, I called again on Wednesday and was surprised to learn the vehicle had not even been brought into the shop yet. I was then told they were now hoping to have it done by Friday. When I asked what caused the delay after being given a firm completion date, I was told they had been very busy. I understand shops get busy, but every customer deserves the same level of attention and accurate timelines. I understand they have lots of customers but when your bill exceeds $10,000 you would hope to have the most mild inkling of communication and follow through. At this point my biggest concern is not just the delay, but the lack of communication and poor time management throughout the process. Customers should not have to chase updates, call warranty companies themselves, or be given completion dates that are not realistic. I will update my review once the repair is completed, and I hope the quality of the work reflects better than the customer service experience so far. As it stands, the shop could greatly improve in communication, scheduling, and overall customer interaction.