I always give people the benefit of the doubt in that they are human, can have a bad day, or make a poor decision. However, my expectation when extending that grace to them is for the response to be apologetic and offer to make it right. 99% of the time, that will resolve the issue for me. I would be expecting some copious amounts of apologizing here, with assurances it simply won't happen ever again, etc. Maybe a free oil change or something. My first reaction would not be to do a negative review, but if I went through all the proper escalation conversations and got blown off at every stage I most certainly would go that route. That indicates more than a momentary bad choice, but reflects a culture in general. (And I'm talking in all businesses here, not just a dealership). I give ample opportunities for correction/apologies, but I have zero issue with respectfully seeking proportional satisfaction for the errors.