PAULY TOYOTA

It was included in the car purchase.

unknown

unknown

.

.

.

I will continue to use them in the future.

unknown

unknown

We brought our 2011 Toyota Sienna in to Pauly Toyota for routine maintenance. 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 and get jammed.  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 where the hood release is in a lot of cars.  It is an easy mistake to make to pull the fuel door lever when you are trying to open the hood.
So, to quickly recap the time frame of salient events: (1) we used the rear driver side sliding door just before taking the vehicle to Pauly Toyota, and it was functioning normally; (2) the first time we tried to open the sliding rear door after picking it up from Pauly Toyota (the next morning), the was jammed.  We did not open the fuel door (or the hood) before the door malfunctioned.
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 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.  He was extremely rude and condescending, and 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, Mike Pauly, 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.  Mike Pauly even suggested that he had done us a favor for not charging us for the repair estimate.
We will never do business with Pauly Toyota again, and recommend that anyone reading this avoid Pauly Toyota as well.

presented me with an unsolicited list of repairs that were expensive and seemingly dubious

This is a very professional and friendly auto service department. They completed the work in a timely manner and also did a free multi-point inspection and made recommendations on future service that will be needed. They have a very nice waiting room area too.

They charged me about $200. They are professional, have good service, and very honest. Whatever time they tell me, it is usually about an hour. It is usually the time they say it is got to be longer. I get a loaner from them and for the first time, I get special treatment for I bought so many cars from them.

Pauly Toyota went over and above to satisfy. They were great all the way around. Josh McBain was the sales person I had. My experience was all positive up until this point. I was the first sale for this kid. He went over and above to find me paint for touch up in case I ever needed it and he got me an extra key which is expensive. In the midst of moving I lost all my title paperwork so Pauly Toyota got a new title for me and all my paperwork again. They followed up all the time. Their follow up is great.

I had my father-in-law take the car in and called them with details on the problem (I was out of town). There was a high-pitched squeal every time I turned the steering wheel. I told them that I thought it was the power steering pump.

The service manager called me on my mobile with an estimate. He said it was a tensioner pulley - which is in the same area. I asked several times if it wasn't the power steering and he insisted that it was the pulley which was about $400. My wife actually hit me in the ribs and told me that they must know what they are doing.

The service manager suggested a few other fixes, including a water pump and an alternator -- because those could also be adding to the high pitched whine. That would have added another $900 or more. I opted for the simple fix.

When I picked up the car, it had the exact same problem -- nothing was fixed.I took it back and asked to have a mechanic come with me so I could demonstrate the problem. I told him we didn't even have to drive it. As soon as I moved the steering wheel, he said, and quot;Oh, that is the power steering pump.and quot; The repair bill for that was on the order of another $450.

I talked to the service manager to get a credit for the improper diagnosis and repair and he referred me to the general manager. The GM said that he couldn't do that because I only opted for one of the three repairs that they had suggested. I offered a compromise -- they could do the other two repairs, but I wouldn't pay for them if they didn't solve my problems. I told him that if he is so certain about the diagnosis, then he could stand behind it. He refused.

I ended up taking my car to another shop (Mike's service) He took one look at it and said it was a loose pulley that would be about $165.

They sold us a car that we thought was new but the car actually was manufactured a year ago and had been used as a display car at two Costcos. The Monroney sticker which would have been a clue to the age of the car was not displayed. My advice is to be very careful if you decide to deal with them.

They feel they did nothing wrong . We would not have bought the car if we knew the age.

This is from an email we sent them.

During the closing of our recent purchase of a 2011 Sienna, you had requested that we contact you first if for any reason we were not satisfied with the purchase. We are honoring that request with this email. We are definitely not satisfied with the conclusion of the purchase due to the incomplete disclosure of facts regarding our car. It was not until we had driven home that we learned that the car was already a year old, built in June 2010. The fact that the Monroney sticker was not on the car when we first saw it also kept us from knowing pertinent facts. The age of the car helped to explain the dings that were present in both sliding doors. These were removed satisfactorily, but now we wonder…were there more initially? It also explains the need for the new battery as the car sat idle for 1 year. Having the doors open while repairing the dents, the reason you told us for needing to provide a new battery, should not have drained the battery. We went to your dealership explicitly because we felt that you were straightforward with us. Even though our local dealer was prepared to match your price, we honored our commitment to you. We did this because we felt that we could trust you and that you were not the stereotypical car salesman. We should have been told that the car was used at two different Costco stores as a floor model because this makes the car a used vehicle. According to the FTC, the term “used vehicle” includes all vehicles driven more than the limited use necessary in moving or road testing a new vehicle prior to delivery to a consumer. This definition includes demonstrators and company cars. Under this definition, we believe our vehicle is used. We were told the car had 30 miles on it originally, but when we picked the car up, it actually had 70 miles on the odometer. When questioned about the amount of miles, you replied that you didn’t know where they came from. If we had known about the status of the car, we would not have purchased the car at the price we did, especially as we could have gotten an authentically new vehicle at the same price at our local dealer. Also, according to some internet sources, the Monroney sticker is required to be affixed to the side window off the vehicle and can only be removed by the consumer under penalty of law. We only discovered the sticker in our glove box after calling you to inquire about its whereabouts, and wonder why it was removed. When purchasing a new car, we expected to be treated fairly and honestly and you simply did not treat us that way.

Rebuttal to the Pauly Toyota response. September 15th, 2011.

The dealership distorts the facts which is further evidence that customers should be wary of Pauly. The Monroney sticker was already removed the first time we saw the car, even though we had just arrived at the dealership. There was no reason the sticker should have been removed. The Monroney sticker had the price of gas at $2.60 per gallon which would have been an obvious clue as to the age of the car. When we picked up the car after the dents were repaired, we test drove the car for the first time and noted that there were 70 miles on the odometer versus the 30 miles listed by the dealer. When questioned, the salesman said he had no idea why there were that many miles. We had not seen the mileage on the previous visit because we didn’t test drive the car and it needs to be turned on to read the odometer. We noticed the date of the car’s manufacture 2 to 3 days after we purchased the car and called our salesman immediately, not months later. It was only after speaking with the salesman then that we learned that the car had been demonstrated at 2 Costco stores, accounting for the higher mileage. We also documented our complaint by email the same month, not months later and have the email documents to show this. At this point, we had already purchased the car and could not walk away as their response suggested. We asked for a free extended warranty as we felt that we could have problems in the future with a car that had been sitting for a year (the battery already had to be replaced). Pauly was only willing to sell us a warranty that was $230 cheaper than we could have obtained on our own, which we felt was an inadequate response. In summary, we did not have the facts to make an informed decision due to the actions of Pauly Toyota. We complained in a timely manner and asked for a free extended warranty to cover possible problems due to disuse, and were offered $230 as compensation. Would anyone seeking a new car choose a year old car over a genuinely new car to save $230? There are many Toyota dealers in the Chicago area. Choose wisely.

Absolutely excellent! Very happy with the sales experience.

We dealt with a Mr. Paul LeRose who was extremely accommodating in both providing us a fair price for the vehicle we were looking for and also for our trade in. In spite of the increasing demand for Toyota Prius's as we waited for him to find the desired car, Mr. LeRose kept his word and held true to the originally agreed upon price when the car came in. It was our fear that as the demand for this fuel efficient car went up as the gas prices increased on a daily basis that the dealership would eventually tell us either they weren't able to locate the car we wanted or that they would tell us the price increased. We are pleased to report that Pauly Toyota kept their word and delivered us the car we wanted at the originally agreed upon price for both our trade in and for the Prius in question. We have yet to experience their service department, however, we have been told by friends who have purchased cars at Pauly that their service department provides exceptional service.

My experience with them was bad. My husband wrote a complaint to Toyota about how they worked incorrectly regarding diagnosing the issue. I cannot say what their friendliness level was as my husband interacted with them. Their knowledge was not good as they misdiagnosed the issue and that was a big problem.

Our family has been buying cars from this dealership family since the late 70's. Our experience consistently has been one of support and honesty. This time we were looking for a "slightly" used RAV-4. After visiting multiple standard dealerships, Carmax, online sales, we again came back to Pauly and got a very good deal on the exact car we were looking for.

What we like best about them is that they have an express oil service. I have two little boys and I don’t mind taking them because they have a huge waiting area that is child-friendly. They even have a little movie theater within their waiting area where you can just sit and watch whatever they are playing. They provide quality and reliable service, and are pretty good with their pricing.

My husband liked their services because they waited for us. The sales person was attentive to my husband's needs and was with us till the whole process. I didn't like him because even I wanted to buy a car but the sales person didn't show any interest in that. I felt as if they don't like to deal with women.

My husband bought a car new from here about four years ago. He had a problem with the transmission and they said that it wasn't covered under warranty, but that if enough people complained then they might cover it. They told us that if he drove it enough then the car would reprogram itself to adjust to his driving. He is very frustrated with it.

They are very courteous, friendly, the customer area is very clean. They offer complimentary coffee what and donuts for the customer. Very large and comfortable waiting area which why I go there because I have two children.

Very pleasant to deal with. The salesman was really nice and professional (Robert Kora). They treated me extremely well. Very thoughtful and accommodating. Reasonable price for the service.