Absolutely embarrassing experience - Laura
I used to be happy with suburban motors until Loyalty Manager Chris Brookes called me into the office. Before I start, I do want to say that I did put in a complaint with the General Sales Manager Rob. He was very kind, sat with me and let me say my piece, and was very apologetic. My original sales agent was lovely. Now, back to Chris. I told him more than once I didn’t want to trade my car, and he told me he’d have other options. I’m told it’ll be about a 20 minutes appointment, so I go there on my lunch break from work. He says that someone needs to appraise my car, and I’ll have to leave it and come back. So, I do. When I come back, I tell him again I’m not interested in trading my car. He tells me I have no other options, but he wanted to help me because I’m close to his kids ages and if I was his child he would want me to make a good choice. Why older men like Chris think it’s okay to parent their customers, I’m not really sure. I hope that’s not in Ford’s training, it’s extremely inappropriate and about time that stops happening. I’m not a child, nor is anyone my age. We are adults now. Anyways, I tell him that I can see the pattern, and that this has happened before. I get a call from a dealership that wants me to trade my car, they call me in, they convince me... so on and so forth.... He obviously didn’t really look at my file because he gets himself confused about who would have been calling me. I tell him some reasons why I’m not happy with Ford specifically, one being I was told I would get oil changes for the first year included. He mocked me, tells me that it’s $79X2, and that’s barely worth it. Now, that’s not the point here though, the point is I was lied to before. The loyalty manager stands up, and promptly kicks me out of his office. He yelled to me “I WILL NOT HAVE SOME 26 YEAR OLD GIRL TELL ME honestly I’m not sure what he said here, something about me being in debt because they sold me a car…? GET OUT OF MY OFFICE. I don’t get up immediately, probably because some stranger that literally asked me to come to his office just yelled at me. He then COMES BACK, yelled at me AGAIN to get out of his office! If I’m not mistaken, loyalty generally deals with customers that have bought a vehicle before from Ford… customers that probably have a complaint or two, and customers that you’re going to need to convince to stay with Ford. His training was very poorly done. I have worked in Loyalty care, and in sales myself and I know for sure that I am better than Chris at it. Is this the man you want running your loyalty team? Someone that can’t handle a “26 year old little girl” asking questions?
To sum it up, Chris Brookes called me out of no where to come into his office. He tried to sell me a car, I say no. He literally throws a temper tantrum and kicks me out of his office. Embarrassing.
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