It took me a while to write this review because I needed time to process the experience and wanted to see whether I would be treated differently at other dealerships before drawing any conclusions.
I visited Pro Auto Finance back in February, and I can honestly say it was one of the worst customer service experiences I've ever had.
I understood that my situation was unique and might require additional documentation, so I did everything I could to prepare ahead of time. Before even stepping foot in the dealership, I spent weeks working with them, providing all of the documents, legal letters, and information they requested. At that point, everything seemed professional and promising.
However, once I arrived in person, the experience completely changed.
The manager I worked with seemed disengaged, uninterested, and, at times, outright rude. Throughout our ENTIRE interaction (no exaggeration), he was on a personal phone call, which made me feel like I was an inconvenience rather than a customer. At one point, he even stopped communicating with the finance company while still on his personal call and abruptly told me that additional documentation was needed and sent me on my way- that's how it ended but let me get back to the experience.
What was even more frustrating was the vehicle selection being presented to me. I was repeatedly told I would need a large down payment, yet the vehicles shown were older models that didn't seem to align with the pricing or financing options we had discussed. It felt as though assumptions were being made about what I would accept, and once it became clear that I was asking questions and advocating for myself, the level of engagement noticeably declined.
As a Black woman, I can't ignore how the experience made me feel. While I cannot say with certainty what motivated the treatment I received, I couldn't help but notice a difference in how some customers were being welcomed and assisted compared to others. The contrast was difficult to ignore, and it left me feeling uncomfortable and undervalued.
The most disappointing part was how everything ended. After weeks of communication and after providing extensive personal and financial information, I was sent home to provide even more documentation. I submitted everything immediately upon returning home and never heard from anyone again. No follow-up. No update. Nothing.
Being ghosted after sharing so much personal information and investing so much time was incredibly frustrating. The entire experience left me feeling defeated, anxious, and emotionally drained.
Thankfully, there is a positive ending to this story. I went to another dealership, was treated with respect and professionalism, and was able to purchase the Bronco Sport I wanted with a reasonable down payment and monthly payment. The difference in customer service was night and day.
Looking back, I'm grateful things worked out the way they did because it led me somewhere that truly valued my business. However, I felt it was important to share my experience so others can make informed decisions.
In my opinion, every customer deserves respect, transparency, and professional service regardless of their financial situation, background, or circumstances. Unfortunately, that was not the experience I had here, and for that reason, I WOULD NEVER recommend Pro Auto Finance. read more
