Exceptional Motorcar

Exceptional Motorcar responded

It's fantastic to hear that we provided you with great customer service while assisting you! We truly appreciate the opportunity to do business with you. Thanks for choosing Exceptional Motorcar!

Exceptional Motorcar responded

Kathe, This is Quintin, the Sales Manager, and I want to address this review personally. The few concerns you had about the vehicle were addressed. I will state exactly what they are: One of the rear tail lights appearing "dim" and the dealerships sticker on the rear of the vehicle. We had our techs look at the rear taillight, to which there were no issues. It was illuminating as it should have, and we are not going to replace a light that is operable. When it comes to the sticker, we gave you two options. One of those options was that you were more than welcome to remove the sticker yourself after the point of purchase, and the other option was that we would take it off. With us taking it off, we made sure to tell you that we would hold no liability for any damages caused by removing the sticker if there were any. You were not happy with any of these options, demanding that we do exactly as you say. When we told you that the tail light was fine and told you what ORC code was required for taillights, you combated Zach on it and calling him a "jerk" via text and that you were going to have us investigated by the Genoa Police Department. We gave you the option to walk away from the vehicle multiple times if that's what you wanted. Zach addressed every issue with you, and when you didn't get the answer that you wanted, you requested me. With Zach telling you that we are making no money on it, he was being an honest salesperson. When I gave you the same exact answers, you became hostile towards Zach and myself. At this point, we chose to deal directly with your husband who was the only person on the loan and extremely pleasant to speak to. I'm unsure exactly where we failed as a dealership.

kathe.burkholder responded

Hi Quintin, thanks for your reply. Your arrogance has proven to be the gift that keeps on giving. The lies you told about this situation have been exposed for the public to see. The first lie you told was “We had our techs look at the rear taillight, to which there were no issues. It was illuminating as it should have, and we are not going to replace a light that is operable.” I took it to a Cadillac dealership here in Columbus who took one look at the taillight in question and said it was NOT illuminating as it should and needed to be replaced, which it was, for $224. The Second lie you told was when you said “ You were not happy with any of these options”(about removing the sticker) demanding that we do exactly as you say”. When in fact I told Zach I would drop the sticker issue because my brother, who owns his own body shop, would take it off for me. Third lie: you claimed that “When we told you that the tail light was fine and told you what ORC code was required for taillights, you combated Zach on it and calling him a "jerk" via text and that you were going to have us investigated by the Genoa Police Department.” I have the same text exchange with Zach. Here is exactly what I said in my text message: “In the time we have been texting, they could have switched out the lights fixture. Your dealership is a joke. I will conduct my own investigation into your compliance with the Genoa Township Police Department where I live. You shouldn't been such a jerk over this minor issue. I don't understand your motives of opening this can of worms. “. At no time did I ever say I was going to “have you investigated by the Genoa Township Police Department”. For you to even say that is laughable and shows how uneducated you are. Everybody (except you) knows the police do not investigate car dealerships. Your fourth lie was when you said “Zach addressed every issue with you, and when you didn't get the answer that you wanted, you requested me.” I never requested you. Zach ran back to get you when it finally occurred to him that I would not be bullied. And for you, as the sales manager to actually admit in writing for the public to see, by which you said”With Zach telling you that we are making no money on it, he was being an honest salesperson.” WOW. Not sure how you got a job as a manager, but when I showed you giving Zach pops for “being an honest salesperson”for actually telling a customer you would not invest any money in the vehicle because you were not making a profit to the general manager at the Cadillac dealership here in Columbus, he gasped. And for you to say “I'm unsure exactly where we failed as a dealership” really drives my critiques of your dealership home for the public to see. You refused to fix a faulty brake light assembly because you were “not investing a dime in a vehicle on which you were not making any money on. “. One last parting comment. If anyone reads how your dealership responds to negative reviews, it is always the same pattern, proven by an algorithm (you’ll have to google that to understand what that means)……you deflect and refuse to take any blame for the negative customer experience, you try and make the customer making the claim look like the bad guy, and you never ONCE tell that customer that you are sorry they had a bad experience and offer any solutions to the problem. You know why, because your dealership IS the problem. My husband and I are already out $200+ for the damaged rear taillight. Who knows what the Cadillac dealership will find behind the check engine light. This dealer is so concerned and apologetic for my experience purchasing a Cadillac from you, that he is working to provide me with the opportunity to contact GM’s headquarters about your abhorrent conduct in relation to the Cadillac purchase. DO NOT attempt to contact me or my husband again. We are finished with you. If you treat customers poorly, you will get negative reviews. That’s the way the real world works.

Exceptional Motorcar responded

Thanks for sharing about your experience with Exceptional Motorcar. We appreciate your business and hope to see you again soon!

Exceptional Motorcar responded

It's great to hear that we were able to help you out. Our goal is to make sure everyone who walks through the door leaves happy. Thank you for choosing Exceptional Motorcar!

Exceptional Motorcar responded

This review was responded to privately explaining the different between trade-in value and retail value. There was no lying about trade-in value, as we were $200 under the highest offer this customer was given and a for-profit business. Hopefully this review is edited to reflect the service that Ryan was provided on the 2021 Trail Boss that he purchased. Thank you for your business!

Exceptional Motorcar responded

It's great to hear that we were able to help you out. Our goal is to make sure everyone who walks through the door leaves happy. Thank you for choosing Exceptional Motorcar!

Exceptional Motorcar responded

Thank you so much for your excellent review! We are so glad that we had the opportunity to work with you, and we are thrilled that you found your experience with us to be a positive one. Please don't hesitate to reach out if you need anything else.

Exceptional Motorcar responded

Thank you! We appreciate your business and look forward to helping you with any questions or future vehicle needs. Thank you for choosing Exceptional Motorcar.

Exceptional Motorcar responded

Thanks for sharing your thoughts about your experience with Exceptional Motorcar. We appreciate your business and hope to see you again soon!

Exceptional Motorcar responded

Thank you for sharing your experience with us! We're happy to hear it went well and truly appreciate your feedback.