Exclusive Auto Wholesale LLC

Exclusive Auto Wholesale LLC responded

Mr. Farler I’m so sorry that you guys feel this way about us. I’ve been in the car business 20 years & have owned this business for 7 years & frankly I don’t believe anyone has felt this way. There’s never been a situation that didn’t get resolved that I know of. No matter what type of business you & I both know that there’s always going to be folks that are just not happy no matter what you do or don’t do. Back to you guys situation about the jack, first off I sincerely apologize the jack for the spare was missing from the vehicle. I personally want you to know that I’m sorry for missing that. Mistakes do happen & things get missed from time to time & it is my job as a professional to make 100% sure that my customers are being put out in good safe & reliable cars. I own that responsibility & it appears that we missed the jack being absent from your car. We service the cars, change the oil & fluids & make sure no belts or hoses or pulleys etc... have wear & or need to be replaced, we check out the brakes to make sure the cars are stopping like they should, we check out the condition & tread depth/life on the tires on the car to make sure that nobody leaves our place in a bad or unsafe car. I feel like that is my duty as a business owner. I also feel like if I was the customer buying the car or putting my wife in any of these cars that I would want to know & feel good about the car being safe & reliable for her. I’m saying all that to say that we didn’t necessarily look up underneath the back storage compartments & up underneath panels in the trunks for spare tire accessories. It’s just not something that has even crossed our minds as part of process. This situation has never really came up before. So I will use this as a measure to grow & learn from & get better because of this. I try to look at any problem a customer brings up & I will look at it from every aspect & I always try to put myself in the customers shoes & see their side. For me & my family & for our company & everyone that is around me knows 100% that at the end of the day I will always do the right thing. No matter the cost. I’ve spent a fortune on things before where I could have easily done a patch job on soMethibg in the past but I knew that it was not right thing. I’ve spent $7k on a truck before because I felt that was the right thing to do. Since this issue has occurred I have not taken this lightly or brushed it off my shoulders! No way, we’ve had multiple meetings about this from a sales standpoint & also have had meetings about this topic on safety & checking all the spare tire components & making sure all is there like it should be & handling what’s not. We’re a total independent dealer. We’re not a big franchise dealer with 3-5 different departments. There only a few of us & we all kind of pitch in & do it all. We run a short crew & were in a growing phase. I can assure you that making sure a jack is present in our cars is top priority from this point. I am so sorry you had a flat shortly after you bought the car & didn’t have the jack to assist you. I know that was aggravating & I apologize. I just heard about this issue I believe it was last week. I’ll buy you 10 Jack’s I don’t care it’s not about the money. If you still choose to bad mouth us then that is just the way you feel & ive tried to rectify this. Before you totally write us off I wish you’d give me personally a chance to talk to you & heck I’ll deal with you guys on any matter. Any single one of my customers is way too important to just let go. This would be a no response message or a retaliation if that were this case & read this message well please. This is a very proud business owner who deeply cares for any of his customers & the life long relationship that I hope we can still save. I did check up on everything & we actually did not lie to you. I was actually going to call you this week to see if the jack had made it to your house yet. Christian is a 27 year old young man & he thought he was doing the right thing by mailing the jack to you with money out of his own pocket so he didn’t have to bother anybody else with this issue. I asked him for receipts to easily back up what he was saying. This guy is not going to tell a lie to anyone. He said he ordered one from rover but then they told him it was on back order & had to come from England bc shipping was all jacked up bc of covid. This is true not a lie. He cancelled that order & then he found one on Facebook market place & paid cash (again no paper Trail) & he accidentally left it in his truck for about a week & finally shipped it USPS with no tracking #. By the time I heard of all this the local post office only went back 7 or 8 days & it’s been longer than that so no way to track it. Shipping is crazy right now bc we’re in the middle of a pandemic & it’s the holidays. I’ll buy you guys another jack for sure & hopefully that one makes it to your door any day know. I believe it was mailed on 11/24/20. I would’ve done things way differently & I do have a problem with the way this went down. I do have y’all’s backs here. I would love to speak to you about this & you can give me an ear full, cuss me out whatever you want. I just wanna do what’s right. You really should have a jack showing up at y’all’s house any day now if you haven’t already gotten it. Seriously I’ll buy you multiple Jack’s. We’re a legit company that does over 70% repeat & referral business I’ve sold several families 15-20 cars over the years. All my fiends by from me even my famiky & employees do to. Heck even my ex wife & her family. I promise you were not a bad place to buy a car or deal with. No shadiness whatsoever. However sounds like we dropped the ball with you & I wanna pick it back up & hand it to you & shake your hand & look you in the eye & tell you I’m sorry. That’s what I know how to do & hopefully move forward. I’ll respect you either way & wish you a merry Christmas & a happy new year’s. Drew Shields - owner 205-585-8018 Personal cell Try me anytime tomorrow

Exclusive Auto Wholesale LLC responded

Thank you so much for the very kind words. We have a lot of fun doing what we are so privileged to do. We've sold a lot of really cool cars & we have made a lot of really cool people that are no longer strangers. Thank you again so much for sharing your experience we greatly appreciate that.

Exclusive Auto Wholesale LLC responded

William, Thanks so much for the kind words. Glad we could get that extra key and books to you finally. Appreciate you and enjoy the Sprinter Van.