Although I have been a loyal customer for four years at Pauls Automotive , I was extremely disappointed with the service I received today. The price was over-the-top and I know that is factual because I did a comparison with Maita Toyota and the price difference was $400 for the 30K mile service on my 2019 Toyota RAV4 Limited Hybrid edition. I have uploaded the bill from Pauls as well as the estimate from the dealership. Although I know and like the employees at Pauls, I will not be returning there for services to my automobile. Attention: The following is my response to the owner’s explanation of my billing statement ••••• Owner: Please confirm you received this —- Your explanation still doesn’t match up with the invoice I received…. Thank you for the response to my original review. The problem I have with the $295.00 charge you contend was for the automatic gas tank door inspection, is that I was standing next to Jonathan when he located the malfunctioning part. It was about the size of a thumbnail and he advised me that a replacement spring was needed. So unless the almost $300 additional charge is for the cost of the spring, I am still in the dark as to the overall cost of the service. Very truly yours, Robert Schultz ••••••••
Hi Robert Thank you for taking the time to share your feedback and, most importantly, for being a valued customer of Paul's Automotive for the past four years. We truly appreciate your loyalty and the trust you have placed in our team. We are sorry to hear that you left feeling disappointed with your recent visit. After reviewing your repair order and the estimates involved, it appears there may have been a misunderstanding regarding the charges, and if we did not communicate them clearly, we sincerely apologize. The estimate you received from our shop included not only the 30,000-mile service, but also an additional diagnostic estimate of $294.42 for the fuel door concern that you requested us to inspect. Because the dealership estimate you referenced was for the 30,000-mile service only, the approximately $400 difference you noted was not solely related to the maintenance service itself. In fact, the majority of that difference was attributable to the additional diagnostic work that you asked us to perform. Additionally, our estimate included all parts required to complete the 30,000-mile service. It is not clear from the dealership estimate whether all recommended parts were included. Our 30,000-mile service is also more comprehensive and includes additional inspection items that are not reflected on the dealership estimate. After evaluating the fuel door concern, our technician was able to identify the issue in only one-half hour. As a result, we adjusted the diagnostic labor charge from the original estimate and billed only $94.98 for the diagnostic portion of the repair. As was discussed with you before your vehicle was delivered and prior to this review being posted, we also agreed, as a courtesy, to install the replacement fuel door part at no additional labor charge once it arrives. We were surprised and saddened to learn through your review that you do not intend to return, particularly since we still have the replacement part on order for your vehicle and had planned to complete the repair at no charge for the installation. If your plans have changed, we would appreciate the opportunity to speak with you regarding how you would like us to proceed once the part arrives. Most importantly, we value the relationship we have built with you over the past four years and would welcome the opportunity to earn back your confidence. We would still very much like to continue serving you and would appreciate the chance to discuss your concerns personally to see if there is anything we can do to resolve this matter to your satisfaction. Thank you again for your business, your feedback, and the opportunity to address your concerns. We hope to hear from you.
- Paul's Automotive Inc.