Business ProfileforMcGraph Elmhurst Toyota

The catalytic converter on our 2008 Prius was removed overnight on 11/28/23 by thieves. That morning, I called a towing company and had the vehicle dropped off at ******* Elmhurst Toyota. The service representative called to inform me that the replacement converter, with installation and taxes, would cost $3,800. It took a couple of days to handle the installation, and sometime during the second day, the service representative called and offered a security device that would make it more difficult for thieves to make off with it again. Initially, I declined the offer. As I thought about it, I knew I would have some difficulties parking the vehicle inside a garage occasionally, so I called back and authorized that they go ahead and install the security device. I called him back and told him to go ahead with the installation. My charge card bill upon pickup of the car was $4,066. I'm not great with math, but if I subtract the cost of the converter install from this figure, I get $266, which Id assume to be the cost of the security device with tax. The sales representative told me the installed price would be between $400-$450.The service representative called late on the 30th to let me know the converter had been installed but that they didnt have the security item available after having made the offer to install it. He said he would put one on order, and at no time noted this was special stock product. Catalytic converters are stolen in large numbers in our area, so I would suspect this was something the service department there had a lot of experience with. He also noted that he would charge me for the item, and give me a call once it was received to arrange for installation. As I noted above, that looks like $266.On February 27th, I emailed ******* about canceling the order for the security device that was supposed to have been placed and received sometime in December. A woman named ************************* reached out to me and asked me for my phone number so that someone from their customer service organization could get in touch with me. I thought it was odd that a customer who has purchased a car from this facility and has been going there for service for a decade or more couldnt find me in any of their customer records such that they had a phone number to contact me, but Whatever. I followed up on March 3rd and got a note back saying that they were in the process of working on it and that I should be patient. On March 8th, I lost patience with their process, and now believe that no one was truly working on anything. I told her that I needed an answer by the end of the day on March 12th. I heard nothing from her. Around March 17th, I reached out to *************************, noted on their website as the facility General manager, outlining my concerns and asking for his help. Again, nothing. Initially, I was baffled by the fact that no one after the initial contacts and request for my phone number, reached out with anything at all. The request of the ** for his help, was the same nothing burger. I want the $266 refunded to my credit card account; I dont need an apology or any narrative about why we are here. I headed up an operations group for a Fortune 100 company in Chicagoland and am well-versed in what actual customer service looks like. And this wasnt anything like that.