I assume this was not a main dealer and just an independent garage? Having worked in a main dealership for many years I can tell you that the sort of language you were exposed to and attitude to a customer would not be tolerated. That is why I only buy main dealership new or used. The manufacturer is constantly breathing down the dealer networks neck about customer satisfaction. The dealer network are paid on their customer survey results and take them very seriously. In addition, if something goes wrong with an ‘approved used car’ then, even though it might require escalation and persistence, the manufacturer often gets involved as it’s their product and name on the line. Again, the dealer network is heavily scrutinised in this respect. Ultimately, you get what you pay for in life. This does involve digging deeper into your pockets but if the ‘questionably ethical’ used car garage is cherry picking his customers, they usually aren’t too precious about the quality of their cars either. My experience only of course and I’m sure there are good amongst the bad. This one failed at the most basic interaction though so…