Why Do General Managers Do This ??!?!!?

Why Do General Managers Do This ??!?!!? Why is it if a customer complains and under normal standings, the advisor respectfully tells the customer "NO", then the customer goes to the service manager and they also say "NO", that the customer then goes to the General Manager who in my personal experience almost always says "YES". WHY, WHY, WHY??? Are you wanting to build a relationship with the customer who is going to slam you on a google review and a manufacturer survey? No That is NOT something You want to do. Avoid these customers all together because believe it or not they are NOT customers. At least they are not the t ype of customers that you want to have at your shop.