"Don't toss a full carton because one egg was cracked!"
The woman named Star is the cracked egg in this situation! I am not sure if she still works there, but I sure hope that she doesn't. She approached me while I was sitting in a chair in the Service Department waiting room. My three year old was being chased around by my other half, and it had been a very positive experience up to that point so far. When she came to " greet" me, I naively stood up with a smile on my face and my hand out to shake her hand. I took as seat again and she sat down next to me for a moment and the first thing she said was " I see you have been shopping around." I said no that this was the first time in at least 9 months that we had even talked about a car. To which she responded by naming the other inquiries on my credit report. Then she says so Justin I show you are co-signed on two cars already? Justin answers yes. " Yeah, well no bank is going to even look at this, there is no way!" With that she stood up again. Now standing in front of me she handed me a paper that had among many other graphs and numbers was my credit score highlighted in pink. The rest of our interaction goes like this:
STAR: " I need you both to sign this, this is your credit score. Also I don't know how you arrived at a THRITY THOUSAND DOLLAR vehicle with your credit! Did you check your credit before you came in? ( Eye brows raised, staring me in the face, combs her hair with one hand and flips it all to the side)
ME: " No I didn't really check it, I was basing that amount on our income, and my job and"
cuts me off
STAR: " It's just been an ENORMOUS amount of time with you,( we were there for 2 hours so far, and drove 4 vehicles 2 of which were to the gas station across the street, and then back around the block. Once for gas in the Armada, and then the other for air in the tire of the Dodge truck, which to mention we paid the 1.50 for the air machine to work and didn't get it back.) Yes your income and job is strong, but you are rebuilding so you need to start small, you need to think waaaay less than 30,000!"
At this point I was very taken back by her aggressive, and I would go as far to say ANGER toward us.
ME: ( in shock) I am sorry I didn't mean to waste anybody's time. I just didn't know, uh um So what is this?
STAR: " It says that I pulled your credit, and showed you this, also says that you aren't a terrorist!"
I signed the paper as fast as I could, and handed it back to her. She said " Ok" and sat next to me again. I was very upset, and asked to have a minute so I could get myself together in private, as not to lose my emotions in front of perfect strangers. After a minute or two I came back out to find Justin and our son alone in the waiting area. I asked him where they went, and he said that he didn't know. So I sat down and we waited, and all he could say was he was sorry. HE was sorry, he didn't do anything, he was just a spectator to this whole episode with the lady named STAR. After about 10 minutes, I walked around the corner to where the general managers office was, and found a lovely lady in a pink shirt coming out of his office. I asked if she could do me a favor intending on asking her to see if we should stay or just leave. But before I could ask her Nora was walking toward me, and I told the lady in pink " never mind"
Nora came to me, and said " We have something that will work, we have something that will be approved!"
I asked her a few questions and she could tell I was upset and she said she was sorry for what happened. I asked her " Why do you do that to people? Does this happen all the time? I don't understand how you can do that to someone? Someone you don't even know?"
I told her that I was sorry for wasting her time, that I never meant to do that, and she apologized and said that she had never seen that happen before, and even she was shocked at how she was talking to me. She asked if I was willing to look at the car at least and I told her I would. She left to get the key and pull it around, and we waited outside for her.
The car was great, it was a Maxima and it was very nice. I took if for a drive with Nora, and she again apologized for her co-worker. I was not her fault and SHE said she was sorry. Again a spectator felt compelled to apologize for something they didn't even do, they just saw it happen. We arrived back at the dealership, and I told Nora that I wanted to move forward with the sale. I asked if we had to work with STAR again, and she said no that she would have someone else take it over; and she did.
The point of this diatribe is, a lot of things went wrong, but a lot of things went right. Nora was great, she was very easy to work with, and she was the light at the end of the tunnel on this one. She had worked a 12 hour shift that day, and still had a smile on her face when she handed me the keys. Sure part of that was knowing that her paycheck just got a little bigger, but I know she is a genuinely sweet person. The finance manager was a Utes fan, so that is a bonus, but he was fast and efficient and got us out of the paperwork stage in less than 10 minutes. I am not sure if that is a record or not, but I did appreciate it. Most of all, and this will sound very harsh, but to the unnamed General Manager who not only heard what happened, but did something about it, you made me feel like we mattered, that it was not a "plenty of fish in the sea" situation. I applauded you for having the tact and character to realize when something is terribly wrong, and foresight to know that swift action to correct the situation is necessary.
I hope this helps other to not bash, or run the other direction from this dealership, but rather to give it a chance. There are diamonds in the rough, you just have to know where to look. Like I said in the title, don't throw out the whole carton, just because one cracked.
Other Employees Tagged:
, Nora Perez, Kamron Stevenson, Star ( I dont know her last name )