|Address:||1035 S Illinois Rte 31, Crystal Lake, IL 60014, USA|
|Working:||9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 8:30AM–5PM Closed|
I went to Pauly Toyota for about 2 years to have my 2013 Corolla serviced. I had purchased the car from another dealership. My Sister had purchased & serviced her vehicle at Pauly & recommended them for for service since they were close to me. Let me just say that Dan Medina is service is AWESOME! I was introduced to him when he first started with Pauly as a new Service Advisor. He helped me majority of the time I was in there & I actually preferred to work with him. Just a really nice, personable knowledgeable guy. I never had an issue with the service department at Pauly. They put me in loaners if necessary, worked with the 3rd party tire warranty I had on the car. So when I totally my 2013 Corolla in a flash flood of course I went there looking for a new car. My initial plan was to go to Dan in Service & see what Sales Consultant he recommended me working with. But I went on a Saturday about 4pm and the Service Department was already closed. I was introduced to Sam Ahmed. I told him what car I was looking at on the lot - a 2014 Corolla S. He got me the key to take it for a test drive. Handed me the keys & said "Okay take it for a drive & Ill be here when you get back". Didnt point out any features on the car, and I was a bit taken back that I was sent on a test drive by myself. So I took it around the block & came back. Pulling the car into a parking spot right in the front of the dealership. Same Ahmed was nowhere to be seen. I walked back into the dealership like a deer in headlights looking for him - again no where to be found. I was approached by another sales consultant who asked if he could help me. I stated I had just test drove a car & was bringing the key back, He asked who helped me & I told him. Again Sam Ahmed is nowhere to be seen. The associate kinda flying by the seat of his pants at this point glances at the keys to see what I test drove & asked "Did you have any questions? How was it?" I said "A little more that what Im looking for." and he replied "Ok well if you need anything else let us know" I said thank you & proceeded to walk out. As Im walking out Sam Ahmed comes walking up and asks what I thought about the car. I said it was more than I was looking for. And we briefly discussed pricing & financing of a new car and he said " Well you have my card. contact me if you need anything" and I left. AWFUL Experience! Night & Day from the customer service I received in the Service Department. I actually went down the road to Rosen Hyundai to compare Hyundai to Toyota. The greeting & customer service I got there was a night & day difference! (Read the review). I purchased a 2013 Hyundai Elantra with 5,600 miles fully loaded that following week from Rosen Hyundai. The Hyundai had more features on it than the Corolla I had owned. Im going to miss Dan in service & working with him. Im disappointed that I had to go to another dealership to get the level of customer service & vehicle I wanted. I had a bad dealership experience years prior in Schaumburg. When I called to complain the dealership apologized & asked if there was anything they could do to get my business & have me come back. I told them "No your sales team did enough. There is nothing you could do to make me come back." Sadly Paulys sales team did this as well. I just hope Rosen Hyundai Service department can measure up to the service dept at Pauly Toyota.
Horrible Service! I have given Pauly numerous chance but I refuse to give them anymore! Our first bad experience was when I took my car in for an oil change and tire rotation. The person who scheduled the appointment was very sweet. Brought my car in was given all the paperwork and sent on my way. Our family left for an out of town wedding that weekend and after 3 hours of driving the lower tire pressure light came on. We pulled over talking about now we were going to have to search for the tire with the plug in it because they had been rotated (One of my tires had recently eaten a nail and we placed a temporary plug in it till we could get tires). Well to our surprise the tire with the plug WAS STILL ON THE SAME SPOT! I immediately called and spoke to the service manager and told that he had to "review the video". I called me back about 20 minutes later claiming that it was "hard to tell" because my vehicle was next to another black vehicle. The tires were definitely taken off though and maybe the technician had gotten them mixed up. The technician he told me, had been there over 8 years and he found it hard to believe that he would do that intentionally. He offered me to bring in the car when I got back and they would correct it. My husband asked if he should bring in a chalk marker so they dont get confused again! We chose to get new tires and was then given a credit for the mix up to use for an oil change. That was helpful. Today I go to pick up my vehicle that had a recall on it, I had been working with Justin who was ok. No one ever seems to be in a pleasant mood there except for the few that work at the long counter in the garage. When I dropped my vehicle off with them yesterday my windshield had had a small chip that had been sealed and had not cracked or moved in over 5 weeks. We have gone on trips with it, washed the car before and done several other normal summer activities with this chip and it hadnt moved. When I arrived Justin was on the phone so I waited, when he finished he had me sign 2 papers and then asked to have my car pulled in. No mention that anything had happen to my car. When my car comes I get in and my entire windshield that has been fine for 5 weeks was cracked across 2 places. I then walked over to Justin and told him that my windshield was completely cracked his reply "well we arent in the business of breaking windshields so you must have had a crack" said with no sympathy or surprise. I explained that it had a small chip that had been fixed and his reply was that it must have cracked when they washed it or when it sat out in the sun. Hardly an apology or explanation, then he said to check with my insurance.....Thanks. I understand the windshield was going to eventually crack but it would have been nice for someone to warn me that it had happen in their care or to show some remorse or sympathy. I am done with Pauly and their terrible service.
Pissed off royally at the customer service from the service/repair center. I brought my Sienna in a week ago Saturday and found out it was the transmission and gave me a free loaner vehicle. Toyota was going to graciously pay for the parts if I paid the labor. I have had no problems with that. What I do have problems with is the CS. Alec told me on Monday that it should be done on Tuesday. Never heard from them on Tuesday. I finally called them on Friday. Alec, who was handling my service wasnt in, so Dan went to find out what was happening. That is how I heard I had a new radiator and trans. I said that I was only supposed to get a trans not a radiator. Well, he would have to have Alec give me a call back. He called back over 3 hours later to say they broke the radiator (which they installed new at their expense, because it was their error) while working on the trans. I went in on Saturday to pick it up. Alec wasnt in. Dan took care of my paperwork. While repositioning my seat, I noticed that my window was cracked, and I didnt come in with it cracked. So, I called the Dan out to look at it. He got his manager, and they concurred it was their error. I was told to make an appointment to have it repaired (again at their expense). I showed up at my appointed time, 8:30 am. Again, no one had any idea what was going on, and Dan wasnt in yet. They failed to contact the window installers, so they gave me a loaner vehicle again. I hadnt heard from them all day, so I called around 3:18 pm to see if they were done with it yet. Alec said the guys were there and were working on it. I called back around 6:30pm to find out if it was done yet. No one new if it was done and Dan was busy with line of customers at desk. They would have Dan call me back. He called me back about 6:50 to tell me that it was done. I asked him if there was anything else I should know. Dan said that he undercharged me on Saturday for the labor by $63+ on labor. I asked if he was just trying to get back the money from the 20% off labor coupon I used, and he said no. I told him that they should eat that due to all the problems they have caused me, and I wont pay anything until I speak to a manager. Since there werent any managers on staff today/tonight. I would have to call in the morning, as they couldnt release my van without payment. I told him I was upset, and I didnt like the CS I was NOT getting. He basically started getting haughty with me and told me that he was done dealing with me and that I would have to speak with a manager. Oh boy, am I going to speak with a manager tomorrow. I am tired of being treated like this and the lack of communication.