We are repeat customers of this dealership, which makes this experience especially disappointing…read more
We recently returned to purchase a vehicle, and I want to be clear that our salesperson is wonderful. She worked hard for our business, we were happy with the deal, and none of this feedback reflects on her.
The problem began in finance. My credit was submitted to multiple lenders. I was only presented with one of those rates and learned about another inquiry through my own credit monitoring.
When I questioned it, I made clear that I did not doubt the finance representative's intent to find us the best rate. My concern was that I was not communicated with that multiple applications were being submitted. Instead of acknowledging that concern, I was told told he did nothing wrong, that this was simply how financing worked, that my credit would be fine, and that his intentions were good.
My concern was repeatedly minimized and redirected rather than addressed. It took three conversations before I received an apology. I accepted his apology and considered the issue resolved.
After we had already completed the purchase, I decided to share the experience with the dealership's Vice President because I believed it was important feedback. I specifically told her I was happy with our salesperson. I was not asking for money, a discount, compensation, special treatment, or for anyone to be punished. I simply wanted leadership to know what had happened and how the situation had been handled.
Instead, she told me the finance representative had done nothing wrong and should not have apologized. She told me I was "overthinking" it, that my credit wouldn't be harmed, and questioned why I had even come in to say something.
She then told me she wasn't going to "kiss my butt."
I had asked her for absolutely nothing.
There was also a contradiction regarding the apology. The finance representative had previously told me his boss advised him to apologize. When I relayed that to the Vice President, she said she had not advised him to apologize, but then volunteered that "he's not a liar." I had never accused him of lying. I was simply repeating what I had been told.
The conversation deteriorated as she repeatedly interrupted me. At one point, she and my husband were both talking over each other and getting louder, and I asked both of them to stop getting loud because the conversation was not productive. I also told her repeatedly she was not allowing me to finish a sentence.
The Vice President began forcefully slamming items into her bag as she prepared to leave. She told me to leave her office.
As I left, I told her to have a good afternoon. She responded that she "wouldn't now." With that level of aggression from a leader, my husband rebutted with "Good."
Again, we had already purchased the vehicle. I wasn't trying to renegotiate our deal or get anything from the dealership. I was a repeat customer attempting to communicate a negative experience because I believed leadership should know about it.
Our salesperson deserves credit for earning our business again. Unfortunately, there will not be a third purchase from this dealership because of how my concerns were handled by both finance and dealership leadership.u
