Deleted previous notes due to text limit, but basically I had a '97 Acura that had repeated issues, and it took a bad review before Casey Auto would lift a finger to do the right thing.
So now I have a 2006 Prius, got it in 2013, used as-is. Shame on me for being ignorant, I didn't have the dealership run tests on the hybrid battery when I got it. Spring 2015 that battery failed. I don't make enough money to afford the 3 grand, so my grandfather stepped in and literally saved me from being fired (my IT job requires a reliable personal vehicle). Casey Automotive replaced the battery and did some other services as the car's milestone maintenance was due.
Fast forward to 8/12/15, the hybrid battery that was installed in Spring less than 6 months ago fails. I brought it back to Casey Automotive in "limp mode" where they took 24 hours to diagnose the battery as the cause. I was promised it would be fixed in 24 hours, but I was without the car for 3 days, and there wasn't a loaner available until the evening of the second day. Had to rely on friends and family for transportation.
I am a subcontractor at my job. This means I get no paid time off. If I don't work, I don't get paid. While I didn't have to pay for the replacement battery because it was well-within the 1-year service warranty, I still had to leave work early to handle this and thus I lost money. In my pay bracket, every penny counts.
I voiced some concerns to Ole about the pattern of bad parts and frequent repairs from the days of my Acura to the days of my Prius, and he dismissed my concern without actually addressing it directly. I asked to speak with the Owner, who called me this afternoon.
To the Owner of Casey Automotive of Streamwood: You need to search really hard for the manners your parents taught you. You and Ole both interrupted me very frequently such that I seldom finished a sentence when trying to discuss this with you. You and Ole did not address my concerns, and furthermore dismissed them as inconsequential on the basis that you didn't bill me to fix your own screw up. By observing your attitudes toward me, I know you actively chose to avoid accountability on the condition of the failed battery as I saw it in your garage yesterday, only saying that the mechanic must have done that as he removed it.
I am not a fool, gentlemen. I am quite possibly one of the smartest people you will ever meet.
A certified Toyota Technician knows how to remove those things without having to damage the hell out of it. Whoever you had working on my car must not have been certified. Considering that the protective casing of the hybrid battery is METAL, not plastic as Ole claimed, I sincerely doubt what you're telling me. I suspect that battery was in that condition while I'd been driving it since this past Spring, which means I had been sitting on a life-threatening hazard the whole time. Whichever one it is, it doesn't look good for your public image. You didn't want to handle this before it escalated, and that, too, doesn't look good for your public image.
Additionally, your mechanic damaged my center console, and I have pictures of it on my phone in the condition it was in when I left the parking lot. And the Maintenance Req'd light is still on, so you also showed zero initiative at following through with customer care.
Ole and Owner, you did not listen when I addressed this to you directly. That is entirely on you.
Do not contact me in any way. No, there is no recovering my good faith in your organization. No, I'm not going to take this review down. No, you will not be able to stop this figurative avalanche borne of your own ineptitudes.
Behold the consequence of your behavior. I will tell everyone I know about this. I will post this on as many social media venues as I can, and I have already notified the Consumer Affairs division at the State Attorney General's Office.
Edit 10/31/15 - And all the error lights came back on, fan in the backseat blowing. Terrible.
