I had a older 2000 Pontiac Bonneville SSei that the AC went out on, a couple of years ago, and knew it would be a expensive fix, turned out to be a $1,800 3 day fix, however with great customer service, help on a rental, Starling made a financially painful situation a pleasant experience, I think the best way to ease customer concerns is with knowledge and a genuine respect for the customer. I never forgot the great service I got there, and yesterday I went back to purchase a vehicle, Our sales consultant was JOSE RUIZ and where test driving 3 cars at a time, we found the perfect car in the right budget, and end up trading in the Old Bonneville for a nice pre-owned Chevy Cruise. I could not be happier with car, even with a red flag from On Star, our Service Advisor NOEL CEPEDA ran the car though a system check and we where good to go. The only hiccup on the sale was that the used car only had one key? After we did the paperwork, and ready to drive off, when the keys cost $170.00 that can sting a little, So I talked to Jose about it, and we figured we would split the difference, and not only Starling would pay half, but he himself would pay for half out of his own pocket...Talk about customer service, we an employee would stand up to sale, to make his customers happy, that is something to be commended!!!!! (How many times have you heard sorry we can do anything???) JOSE did something about it and made a PERFECT BUYING EXPERIENCE! So the lesson here is Life is not perfect and we all know will have issues, but when employees go out of there way to make things right what more can your ask for!! A+ JOSE!!! I hope your share this at your sales meetings, and I can't stress more it's all about CUSTOMER SERVICE, Your have my vote for employee of the month! Thanks for making a great buying experience!