This review is difficult to write because I'm told...

This review is difficult to write because I'm told my experience is very rare, and after learning about our experience, management did their best to right a wrong that couldn't be fixed. However, that doesn't change how terrible it was.
[Tuesday] My husband and I came in with interest in a particular car, Toyota Corolla, that we found online. We worked with Jay Cooper who helped us test drive a few different vehicles, when we decided our favorite was still the Corolla. However, the one we wanted wasn't quite ready yet. So, Jay told us we could put a $500, non-refundable security deposit down to secure the car, after giving all our information to finance the vehicle. He told us he would let us know well in advance when it was ready so we could come and test drive it and make sure everything was good to go. We did everything he told us to.
The next day we talked with Jay about numbers and financing. The day after that we reached out to him and clarified questions, I even asked if he had any sense of idea when the car would be ready (no, he didn't).
[Friday] My husband gets a call from Jay stating that there had been a policy change, and they no longer accepted $500 security deposit, so it was boiling down to first come first serve. 7 MINUTES later, my husband was there trying to fix this, only to find someone else test driving the car, and because they had keys in hand, they had the right to buy it--which they did. We did EVERYTHING we were told to do to secure that car. Had we know it was first come first serve, we would have acted accordingly. Had we know we hadn't secured the car, we would have acted accordingly. The second we DID know, we did everything we could, and it wasn't enough. We weren't even informed that the car was front-line ready and could be test driven.
Needless to say, we were devastated and I was furious.
Naturally I called management. They were confused as to why this happened because that policy was changed weeks ago. There was NO reason this should have happened and the salesman knew that. Of course, management did what they could to make us happy customers, but it boiled down to getting a different used vehicle, with more miles and slightly less quality for a higher list price. I will happily admit that the people we worked with next were as great as they could be to us. We tried to find the silver lining in what happened, but the fact is--it shouldn't have happened. We didn't want to buy a car from them after that, but our credit was already damaged and the financing was drawn up because of what happened earlier that week. Ultimately, we did buy a car through them, but I wouldn't recommend them after what happened to us.