In the car business, it is impossible to make everyone happy. No matter how much effort you put into ensuring a smooth experience, there will always be situations where a customer sees things differently. Recently, I received my first bad review, and rather than ignoring it, I want to take a moment to explain what happened and, more importantly, highlight why integrity matters in car sales.
The Situation: A Check Engine Light and a Tough Decision
A customer purchased a vehicle as-is, meaning there were no guarantees or warranties beyond what was disclosed at the time of sale. However, after the purchase, the check engine light came on. While some dealerships might have told the customer, “It is your responsibility now,” I could not, in good conscience, do that.
Even though the vehicle was sold as-is, my managers and I agreed that it did not meet our dealership’s standards. Rather than pushing the sale forward or dismissing the issue, we made the decision to not release the vehicle to the customer until the check engine light was fully addressed.
Standing by the Customer, Even When We Did Not Have To
A full month later, when we could not resolve the issue to our standards, my managers allowed me to refund the customer with no hassle or questions asked. Keep in mind, we were under no obligation to do this. The contract was clear, and in many cases, the dealership could have held firm on the “as-is” sale. But we did not.
Why? Because doing right by the customer is more important than a single sale. My managers backed my decision, proving that we are not just here to move cars—we are here to sell vehicles that we believe in and that customers can trust.
Lessons for Future Buyers
This experience reinforced something I already knew: Not every dealership operates with integrity, but the right ones do.
For anyone looking to buy a vehicle, here are some key takeaways:
1. A good dealership will not rush you into a bad deal.
• If something does not seem right about a car, an ethical salesperson will take the time to investigate rather than pushing the sale forward.
2. “As-is” does not always mean “you are on your own.”
• Some dealerships truly care about customer satisfaction, even when the paperwork says they have no further obligation.
3. Trust your salesperson.
• Not all salespeople are just out for a commission. Some, like myself, genuinely want to see you drive away in a reliable vehicle, not just any vehicle.
Final Thoughts
Negative reviews happen. You cannot please everyone. But if standing by my principles and ensuring that my customers drive away with confidence earns me a bad review, then I will accept that with pride.
At the end of the day, I would rather lose a sale than compromise my integrity. If you are in the market for a vehicle and want to work with someone who values honesty over quick deals, reach out to me.
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