Pauly Toyota

BEWARE OF PAULY TOYOTA: THE $1000 OIL CHANGE Imagine this: You take your 2018 car in for “free” routine maintenance and walk out $1,000 poorer. That couldn’t happen, right? Well, it is possib Imagine this: You take your 2018 car in for “free” routine maintenance and walk out $1,000 poorer. That couldn’t happen, right? Well, it is possible if you take your car for service at PAULY TOYOTA on Rt. 31 in Crystal Lake. Here’s the “short” version of the story: In December we took our pristine 2018 Rav4 (purchased at PAULY TOYOTA, btw) in for an oil change and basic service. When we came to pick it up, it had sustained obvious damage to the door and front quarter panel. We pointed this out immediately to the service manager on duty. To his credit he immediately conceded the damage was fresh, as they had just taken it through their car wash and there was a “plasticky” residue on the dents. He said he would investigate. The results of the “investigation”: 1) “Yes, there is damage that was done here, but IT WASN’T US!”. How can you be so sure, we asked. Well, the manager and his boss said they asked the porters, and “Our porters always tell us when they damage a car, because we tell them they won’t get in trouble if they do.” Really? OK… 2) They looked at the video feed of the car while it was in the building, and they did not see it get damaged. We said, naively, “That’s because it probably got damaged outside, the plastiky residue looks just like the plastic coating on the pillars, which are scuffed all over the lot. What about your outside cameras?” Their response was, “Oh, those cameras aren’t very good. We couldn’t tell anything from this those.” We asked them to check and get back to us so we could observe the outside feed. They didn’t. 3) They concluded that this was caused by some rogue customer, who must have had a very high white bumper. I noted that cars trucks don’t seem to have white bumpers, and we were told by Service Director Tim Hargrove, “Oh, you’d be surprised.” At this point, nothing PAULY TOYOTA would say could surprise me. It’s not fair to say PAULY TOYOTA SERVICE did nothing to help us. They did offer to “help us (undefined) with our deductible…. before they withdrew that offer and said just deal with your insurance company. They offered to have their “dent specialist” look at it and have him pull out the dents at no charge to us, which seemed a little ridiculous given the extent of the damage. The dent specialist agreed that this couldn’t be done. We stopped by to see the General Manager, Eric Burke, and were instead routed to the Service Department again. Mr. Burke was “in a meeting”. We called and left two detailed messages for Mr. Burke asking for a call back and an appointment to discuss this with him. We never received a return call. Maybe he’s still in that meeting. We called corporate Toyota who were very professional and said they would discuss this with Pauly, and have Pauly’s Customer Relations manager give us a call within 48 hours. We never heard from them. A week later, we followed up with the corporate office, and were told that PAULY TOYOTA’S Customer Relations had told them we had been instructed to call our insurance company. And I believe the General Manager is still in a meeting. So, we called our insurance company, and were reminded of what we already knew; that we had a $1000 deductible that would need to be met before they would pay the rest. $1000. For an oil change. At PAULY TOYOTA SERVICE. So now Allstate will fight the battle with Pauly and perhaps do it better than us. They’ve dealt with the likes of others like PAULY TOYOTA in Crystal Lake before. And maybe we’re more than a little naïve, but we can’t help but wonder, why would PAULY TOYOTA treat customers like this? Ones who would have spent thousands of dollars in maintenance alone over the life of this single car, if not more with another purchase. Why is PAULY TOYOTA willing to lose us, and maybe a few more who hear this story as lifetime customers? When they have insurance for this kind of damage. And clearly, $1000 to them, is not like $1000 to us. Bottom line: Toyota makes excellent cars. A privately owned dealership which provides terrible customer service can take full advantage of that. We may even buy another Toyota when the time comes. But not at PAULY TOYOTA in Crystal Lake. And whatever service needs to be done, will not be done at PAULY TOYOTA, even if we have to drive a few miles more. So our point is, beware. Because it appears when PAULY TOYOTA SERVICE takes possession of your car, whatever happens to it is your responsibility. Even when it comes to $1000 oil changes. If it moves you, please forward to or share with any friends or local sites you think might want to heed this warning. And read other 0 and 1 star reviews of this dealership: We’re not alone. And we wish we had been warned. More

Bad customer service Probably worst customer service I've experienced when purchasing a car. Both before and after. Poor response from upper management as well. Car had 10 Probably worst customer service I've experienced when purchasing a car. Both before and after. Poor response from upper management as well. Car had 10k but was advertised as 94oo+ as was very poorly derailed. No owners manual and about 5 minutes of instructions. Drove 2 hrs+to buy here. Very very disappointed in the experience. Would never recommend. Will also post reviews to other avenues. More

Sales I went to Pauly Toyota to test drive a car for my wife and met Paul Ahmed he knew car insight out and explain everything and suggest me to go with New I went to Pauly Toyota to test drive a car for my wife and met Paul Ahmed he knew car insight out and explain everything and suggest me to go with New Camry se. My wife like the car and we came home with one in black color. Thanks Paul you are the best. More

New car purchase I went to this dealership to see Toyota Camry with my husband and we met Paul Ahmed there he was very helpful and to the point that next I went there I went to this dealership to see Toyota Camry with my husband and we met Paul Ahmed there he was very helpful and to the point that next I went there by myself and bought a Camry se. Thanks Paul More

Great experience Bob L knew how to give the information but not pressure us. I wanted to check out and drive similar size but different brand vehicles . In the end, Bob L knew how to give the information but not pressure us. I wanted to check out and drive similar size but different brand vehicles . In the end, we chose our Highlander. Some of the decision involved dealing with Bob. We are very satisfied. More

Superior Service Pepe Peres our Sales Consultant was awesome. We purchased our third vehicle from Pauly because if the excellent Staff and service. Pepe was very kind, Pepe Peres our Sales Consultant was awesome. We purchased our third vehicle from Pauly because if the excellent Staff and service. Pepe was very kind, informative and helped us negotiate the right vehicle and price range fir us. Honorable mention to Paul who sold us our 2911 Rav 4. Pepe thanks for your time and patience with us. Steve and Gayle Carsen 19-10-2018 More

Great experience at Pauly Very low pressure, easy buying experience. Bob was very straight forward and easy to deal with. Will definitely be back when in the market for a car. Very low pressure, easy buying experience. Bob was very straight forward and easy to deal with. Will definitely be back when in the market for a car. More

great dealer Bob L easy going not pushy knew what i wanted went on internet in morning picked car i was interested in had the car ready to test drive when i arri Bob L easy going not pushy knew what i wanted went on internet in morning picked car i was interested in had the car ready to test drive when i arrived More

Totally satisfied! After shopping at several car dealerships, trying to find the features that I wanted, I stopped in at Pauly Toyota. Ryan polzer met me and we discusse After shopping at several car dealerships, trying to find the features that I wanted, I stopped in at Pauly Toyota. Ryan polzer met me and we discussed what I wanted and needed in the vehicle. After several tries of checking out different models, I was able to get the beautiful SUV with almost everything I wanted! Thanks to Ryan and everyone at Pauly Toyota!! I'll be back for sure... More

No Pressure - Great Experience I purchased a new 2018 Highlander over the Labor Day weekend. Bob was a great sales consultant, very transparent and easy to work with . Bob followe I purchased a new 2018 Highlander over the Labor Day weekend. Bob was a great sales consultant, very transparent and easy to work with . Bob followed up with me and was not overbearing. He has a laid back approach which is something I liked most about him. I love my new car and am thankful got the opportunity to work with Bob during this process. More