Pauly Toyota

Rude and unprofessional! My 71 yr. old mother went for a air bag recall and in addition spent over $370 on a battery for her 2011 Toyota Prius, only to find the inside of her My 71 yr. old mother went for a air bag recall and in addition spent over $370 on a battery for her 2011 Toyota Prius, only to find the inside of her door panel damaged. She keeps her car spotless so when she noticed the damage she went back and was given a runaround. I went with her and the manager told us to get out of the premises and its not their fault, it broke on its own, really? I could not believe the way he talked to us; 2 women just wanting it fixed like it was, we treat animals better. We own 2 other Toyotas and will definitely drive the distance to go somewhere else. Rude, disrespectful, unprofessional, that's just few words how we would describe Pauly Toyota . More

Excellent Customer Service! Have yet to have a bad experience at Pauly Toyota in both the sales and service departments. There is no other dealership I would trust to work on my Have yet to have a bad experience at Pauly Toyota in both the sales and service departments. There is no other dealership I would trust to work on my car. The technicians are well trained and the service advisors and management is friendly and accommodating. I recently purchased a 2016 Rav4 and it was an incredibly smooth process. I got all the features I wanted with a great price to match. I'm all about customer service, and Pauly continues to exceed my expectations! More

New customer Kara Powell did an exceptional job helping me locate a new vehicle . She is a true professional, followed up appropriately and made me aware of new a Kara Powell did an exceptional job helping me locate a new vehicle . She is a true professional, followed up appropriately and made me aware of new arrivals. This was the first time I have enjoyed buying a vehicle. More

Terrible professionalism. Management lied. I would put a zero. Management lied about appraisal price. Unprofessional. Building is dirty and unkept. Unpleasant experience. Drove out 3x 40 mins e I would put a zero. Management lied about appraisal price. Unprofessional. Building is dirty and unkept. Unpleasant experience. Drove out 3x 40 mins each way. Highly do not recommend. More

Horrible experience with PAULY TOYOTA. I never recommend any customer to buy the cars in this store. Please read all negative feedback before go to this store. I never recommend any customer to buy the cars in this store. Please read all negative feedback before go to this store. More

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 hell 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