Extremely Disappointing Experience & Alarming Business Practices -- Especially for Women…read more
I typically purchase a new vehicle every 2-3 years and have bought vehicles from many dealerships. This time, my husband was the actual buyer; the truck would be purchased and financed under his credit, while I helped with the negotiation.
I initially worked with Will and asked whether there was any flexibility in the price. His response was extremely condescending, making me feel as though I could not afford the vehicle simply because I asked about a price reduction. He told me they would not lower the price further, so I left an honest review about my experience.
Shortly afterward, the dealership lowered the price anyway. I contacted Frank, the General Manager, and was willing to give the dealership another chance. Frank was professional, provided an out-the-door price, and offered to remove the additional upgrades. I accepted the price, secured financing, and contacted Justin to obtain the purchase order.
I want to emphasize that my entire experience with Justin was great. He was polite, professional, helpful, and responsive throughout the process. He treated me with respect and made everything as smooth as possible. If my experience had been based on Justin alone, I would have no problem giving the dealership a positive review.
Approximately 48 hours later, Mike, the General Sales Manager, refused to sell the truck to my husband because of my review. He emphasized his long history with the owner and made it clear that he had the authority to refuse to do business with us based on what I had written.
Within a few hours of refusing the sale, the dealership lowered the price again--bringing it within approximately $1,700 of the price I had originally been negotiating for. I cannot say what their intent was, but the timing made the decision feel personal rather than business-related.
I contacted Frank afterward. He remained professional, acknowledged that he had heard my original conversation with Will, and agreed that Will's behavior had been condescending. However, Frank also told me that it was the dealership's practice not to do business with someone who leaves a negative review or expresses dissatisfaction with how they were treated.
ALARMING BUSINESS PRACTICE
I understand that a business has discretion over whom it chooses to serve. However, refusing to sell a vehicle to my husband because I spoke up about how I was treated is deeply troubling.
I was not the buyer. My husband was the buyer, the truck was being financed under his credit, and I was simply helping with the negotiation. Yet my review was used as the reason to refuse the sale to him.
Customers should be able to honestly review their experiences without worrying that a spouse or family member will be denied business as a result. If the dealership disagreed with my review, it could have responded to it or contacted me to discuss the situation. Instead, according to Mike, it chose to refuse the transaction.
ESPECIALLY CONCERNING FOR WOMEN
As a woman, this experience made me feel awful. I asked a normal question about price, felt I was treated condescendingly, and left an honest review. I then gave the dealership another chance, accepted the General Manager's price, secured financing, and was prepared to complete the purchase.
Instead, my husband was refused business because of something I had said.
That left me with a troubling message:
If I speak up when I feel mistreated, my husband can be punished for it.
This feels like an alarming example of the old "good ol' boy" mentality: speak up, challenge how you are treated, or refuse to stay silent, and you will be punished for it.
Women should be able to ask questions, negotiate prices, advocate for themselves or their families, and express concerns without fearing retaliation. No customer should have to stay silent to protect a spouse or family member's ability to do business.
My concern is not with every employee. Justin was excellent throughout my entire experience with him--professional, helpful, respectful, and easy to work with. Frank also initially appeared interested in resolving the situation. My concern is with the underlying management practice of refusing business to customers--or their family members--because they leave negative reviews or express dissatisfaction.
This isn't about not getting the truck. It's about what happened after I spoke up.
Customers, especially women advocating for themselves or their families, deserve to know how this dealership handles people who honestly describe their experiences.
