Pauly Toyota

Awful service experience Price I was quoted for the repair was less than a quarter of what they wanted to repair my car. Quote was based on seeing the piece that needed to be Price I was quoted for the repair was less than a quarter of what they wanted to repair my car. Quote was based on seeing the piece that needed to be replaced and was given after service department saw my car. I had to return as they had to order the part. I was told the nonessential part would be under $200 installed. Figured better safe than sorry, so I had them order the part. Today I waited for over an hour for a repair that I was told would take 45 minutes. No one came to tell me what was going on. I finally approached someone and then after a run around was told that another part was needed. I asked why if they had seen what came off the car as well as the car, they didn't realize more parts were needed and I also asked why no one had come to talk to me. Spoke with the manager of the dealership who then brought me to the service manager. He explained it was a "mistake" on the part of the service person who looked at my car and the piece. He offered to sell me the piece for his cost. Calculations show that they marked this piece up over 60%. Worried that the part being nonessential might also be a "mistake." I would not trust the expertise or honesty of this service department. More

Customer service stops once they get their money I flew from Kansas City to Chicago to purchase a pre-owned vehicle. Everything went great up until the point they received my wire transfer that paid I flew from Kansas City to Chicago to purchase a pre-owned vehicle. Everything went great up until the point they received my wire transfer that paid for the car in-full. I had expressed the need to be quick about getting the paperwork done since I still had an 8 hour drive home ahead of me. I stood around for 1-1/2 hours after they received payment before I sat down to sign everything and that was after I raised xxxx with my salesman. It didn't stop there, after the 5 minutes worth of paperwork that I waited 90 to complete I began my drive home. As I was driving I started looking over the dash to familiarize myself with all of the features when I couldn't find the heated seat buttons (keep in mind, the car only had 7k miles and was still under factory warranty so I wasn't concerned with whether or not they worked at the time). When I stopped for gas I opened the manual and looked for the seat heater buttons only to find out they don't exist. At that point I called my salesman and left him a voicemail. The next morning I decided to go over all of the car's options listed in their advertisement only to find out that two of the options packages didn't exist. Both the cold weather package (heated seats, steering wheel, retractable headlight washers) and Driver Assist package (backup camera, parking assist) were non existent. I immediately emailed my salesman and followed it up with a phone call in which he told me he would have the pre-owned sales manager call me. Nothing. I've called and left messages for both Dago (salesman) and Craig (sales manager) multiple time have never heard back from either of them. I called and left a message for Eric the general sales manager earlier today but don't expect to hear from him either. I've dealt with some low down car dealers in my time but this one set the bar at an all time low. Its a shame because with a little customer service this could have been a completely different experience. More

Friendly, professional & knowledgable Team! I had "2" great experiences at Pauly Toyota. I was lucky to be greeted by Mr. Terry O'Gara the 1st time. He was so accommodating and treated us like I had "2" great experiences at Pauly Toyota. I was lucky to be greeted by Mr. Terry O'Gara the 1st time. He was so accommodating and treated us like he truly cared about our purchase. Ms. Donna Matus, the Financial Manager was Awesome! She assisted us and worked Magic! I was so happy & pleased with the service at Pauly Toyota that I returned back to them to purchase a car for myself. Again, Mr. Terry O'Gara treated me with professionalism. He was knowledgable and friendly. I was truly lucky & happy to deal with Ms Donna Matus again. She treated me like she really cared that I get the best deal! More

Pauly Toyota damaged my car I wish that I could give a rating of zero stars, because even a one star rating is far more than Pauly Toyota deserves. We brought our 2011 Toyota I wish that I could give a rating of zero stars, because even a one star rating is far more than Pauly Toyota deserves. We brought our 2011 Toyota Sienna in to Pauly Toyota for routine maintenance before taking a family road trip. Just before dropping it off with Pauly Toyota, the rear sliding door on the driver's side worked fine. After getting the car back from Pauly Toyota, the first time we tried to open the rear sliding door (the next morning) it would open only partially before jamming. We later learned that the fuel door hinge was broken, causing the sliding door to think the fuel door was open and preventing the door from opening further. Note, to open the fuel door, you need to pull a lever under and to the left of the steering wheel, right next to the hood release. It is an easy to make a mistake and pull the fuel door lever when you are trying to open the hood. We brought the vehicle back to Pauly Toyota, expecting them to acknowledge responsibility for the damage to the fuel door and to repair it right away. However, the Pauly Toyota technician not only denied responsibility for the damage, but had the audacity to suggest that we pay $221 to replace the fuel door. We asked to speak to the service director, and he was extremely rude and condescending. He agreed with the technician that Pauly Toyota couldn't have caused the damage because they "didn't work on the fuel door." We then contacted the owner, who defended his service director's behavior and reiterated the service director's flawed conclusion that Pauly Toyota couldn't have damaged the fuel door because they hadn't worked on it. The owner went so far as to suggest that he had done us a favor for not charging us for the repair estimate for damage Pauly Toyota caused to my vehicle. More

Disappointing... 6 weeks... $3k... And No Fix I always had good service experience in the past with Pauly. I have taken my Prius there for service and oil changes over the past several year. How I always had good service experience in the past with Pauly. I have taken my Prius there for service and oil changes over the past several year. However the experience this time was very disappointing and far below satisfactory. Pauly had a difficult time diagnosing my brake failure (ABS & VCS codes) on my 2007 Prius with 123k miles. Their diagnosis strategy seemed to be a "trial and error" approach. After multiple attempts to repair the problem (including a $2900 Actuator replacement), it was ultimately determined that the root cause was in the harness. The harness repair would be $5400. While it's tough to swallow paying $5400 for a brake failure on a car valued under $7k, I was willing to pay that cost to have my problem fixed. However Pauly wanted a total of $9400 to also cover the cost of the other unnecessary repairs and diagnosis. So to be clear, Pauly wanted $9400 to complete a $5400 repair for a brake failure on a car that’s value is less than 7k. They didn't seem to understand my perspective because their justification was that they were just following Toyota's instructions. Somehow that translated into the customer needs to pay for their time and effort even though that did not fix the car???? So in the end, I had to pay Pauly $3120 (Actuator replacement) to pick up my car with the same brake failure it came in with. Therefore I'm $3k lighter and driving a car without brake assistance or traction control. Additionally the gas mileage I am now getting post repair has dramatically decreased (by almost 30%). So unfortunately this leads me to also question the actual quality and competency of the service work. It is unfortunate. I like the Toyota brand and was satisfied with Pauly up to this point. However I was very disappointed that Pauly chose to sever the relationship with a loyal customer over $3,000. I have escalated my concerns to Toyota and plan to notify the CPSC. I'll see if Toyota wants to salvage a customer relationship. Hopefully I will be able to provide some positive updates in the future. More

Found a great, non-pushy salesperson Terry O'Gara greeted my partner and I outside in the car lot. He let us test drive 3 Toyota 4Runners and was able to answer any questions we threw his Terry O'Gara greeted my partner and I outside in the car lot. He let us test drive 3 Toyota 4Runners and was able to answer any questions we threw his way. He was very informative, knew his cars, and made us feel very comfortable. We ended up finding a different vehicle elsewhere, but only ended up purchasing with the knowledge we gained after talking with Terry. We would highly recommend Terry if you are in the need of ANY vehicle. More

Sam promised a price. When we came back they jerked us around for a total of 3 hours and then wouldn't give us the price they promised. The sales manager in the glass office wouldn't come out to speak to around for a total of 3 hours and then wouldn't give us the price they promised. The sales manager in the glass office wouldn't come out to speak to us. St. Charles and Elgin Toyota told us the price was a scam and they were right!!!!! Go to Elgin Toyota. We bought our last 5 cars there and we are still treated like royalty. We should have never shopped any where else. More

Jeff worked with my me remotely to purchase a used 2011 Prius Gen 3 - 5 Trim. Jeff provided detailed information over the phone on our trade in, not a scam request that the vehicle had to be there (of cour Prius Gen 3 - 5 Trim. Jeff provided detailed information over the phone on our trade in, not a scam request that the vehicle had to be there (of course the caveat of a "rough estimate", however this is expected given a sign unseen estimate. Jeff called back quickly and had our vehicle waiting late into the night after a 3 hour drive. He was extremely friendly and definitely demonstrated his expertise and passion for used car sales. This dealership over-estimated our trade, however as opposed to backing out (which after a 3 hour drive would have been unspeakable) they honored the low end of the range of our estimate. While their estimate was not off by much (and the vehicle was not the best price in town, however had the options we desired), they stood by their word. This is almost unheard of in car sales anymore. Dealership thrive on lousy trades - this dealership stood by the top trade in value we were estimated at - better than the #1 Toyota on this site - Toyota of Naperville (who sold a vehicle that we spent the entire day discussing and no one knew it was sold). The dealership stayed late into the night, past closing to wrap-up. No one pushed an extended warranty or a cross-sell - simply wanted to ensure we were happy. I was not a big fan of the dry humor of the finance guy, however to each their own. Our experience was as high as any dealership (including new BMW's, Mercedes and Audi's). More

By far the best experience I've had with a dealership. They gave me the best price hands down, no gimmicks, no games of running to the manager. I went through the internet sales side of the dealership. Bo They gave me the best price hands down, no gimmicks, no games of running to the manager. I went through the internet sales side of the dealership. Both Jeff and Steve are outstanding at customer service and are very thorough. I was treated very poorly at a different Toyota dealership, but Pauly Toyota restored my faith in the brand and dealerships in general. The entire staff was plesant to work with. I will not go to anyone else, I'm going to Pauly for life. More

I have purchased several vehicles from Pauly Toyota in the last 5 years but in the last year or so there service department has become not much more than scam arrests. As I waited for my oil to be changed the last 5 years but in the last year or so there service department has become not much more than scam arrests. As I waited for my oil to be changed several times, in there very nice lounge, I noticed more and more them hitting on older customer that were waiting to get there cars serviced, tell them they MUST get this or that done or they will find them selves stuck on the road with a broken down vehicle. Scaring them into buying additional service they simply didn't need. When they damaged my car during the last oil change and then charged me $175.00 to fix it I was done. Avoid this dealer, there are much better ones around. More