We Buy Any Car® USA - Coral Springs, FL Avis 

Réponse de We Buy Any Car® USA - Coral Springs, FL

16 juil. 2024

Hi Richard,

Thank you for taking the time to respond to our request to rate the customer service you received at our Coral Springs, Florida location. We’re sorry we couldn’t meet your expectations regarding price, which negatively impacted your overall experience. We take customer service seriously and want every customer to feel good about their decision to sell.

I have asked the Area Manager to review your appointment, reach out to you directly to listen to your feedback and address your concerns. We should be honoring any request from our customers for specific types of communication. We do apologize that your request to communicate via SMS was not honored. We record all our calls for quality and training purposes and will review the calls accordingly.

Regarding price, our online valuation tool is great for getting an idea of what your vehicle is worth, but it’s based off the limited information we receive from our customers and is not a firm offer to buy your vehicle. Like any reputable buyer we must perform a physical inspection to verify the condition of the vehicle. If there is any damage we were previously unaware of, we do reserve the right to take that into account when making our firm offer.

I do see during the online valuation process you disclosed a variety of damage including rust and fluid leaks. Unfortunately, during the physical inspection our Branch Manager identified additional concerns that negatively impacted what we could offer. Most notable was the engine noise and the P0301 – Cylinder misfire code that was present when we hooked up an industry-standard OBDII reader to the Kia’s onboard diagnostic computer.

We value transparency and hopefully you were invited to join us as we inspect your vehicle so you can see what we see and ask any questions you may have. We want all our customers to be comfortable with their decision to complete the sale.

I have escalated your feedback to our leadership team who are eager to connect 1-on-1. We appreciate your business and would value the opportunity to speak with you directly on the phone. Please be on the lookout for our calls and emails. Thank you so much for letting us know we did not meet your expectations and for the opportunity to speak with you directly and restore your faith in our service.

Kind Regards,
Kevin, on behalf of webuyanycar.com

Réponse de We Buy Any Car® USA - Coral Springs, FL

Actualisé le 26 juil. 2024

Hi Scott and thank you so much for choosing webuyanycar.com to sell your Toyota Sienna. We are sincerely appreciative of your business and thank you for responding to our invitation to rate the customer service experience delivered by our team in Coral Springs. We're sorry that we fell short of the five-star customer service experience we are famous for and are committed to making that right.

Like any professional buyer (including CarMax), our offer is based on the age, mileage and overall condition of the vehicle. I see you used our damage assessment tool to disclose the dent on the driver side rear door. Unfortunately there were a few other problems that were not disclosed and therefore not accounted for in the online valuation estimate such as the non-functional AC, damaged dashboard and heavily worn seats.

Despite the issues noted above and a C1201 ABS Inlet Valve Coil LF Circuit Short to Ground fault, which was reported by the vehicle's diagnostic computer, I'm pleased to see we were able to make you an offer that you were happy to accept and matched your expectation. It is not acceptable for you to have a substandard customer service experience.

Thank you for taking the time to speak with us directly. We’re thrilled we could follow up and connect with you 1-on-1. We value your business and if there is anything further we can do, please don’t hesitate to call us or email our customer experience team directly at customerfeedback@webuyanycarusa.com.

Kind regards,

Jeremy, on behalf of We Buy Any Car

Réponse de We Buy Any Car® USA - Coral Springs, FL

Actualisé le 13 juin 2024

Hello,

Thank you for taking the time to leave feedback about your experience, we take customer service seriously and want to address your concerns.

Condition is the most important aspect of a vehicle’s resale value. No two cars are in the same condition, but we employ the same transparent vehicle inspection process to each and every vehicle. This ensures fair pricing across the board for all our customers. During our inspection, we’re not worried about normal wear and tear but big-ticket items that can impact the mechanical, structural, and safety features of the vehicle. Anything deemed outside of normal must be taken into account when we price a vehicle.

We keep detailed notes, photos and videos of every appointment and our leadership team will be happy to review everything to ensure you were treated fairly and everything was completed accurately. If we made a mistake, we’ll gladly make it right.

From the notes it appears the 2006 Toyota Corolla had a variety of damage that negatively impacted what we could pay for the vehicle. Our Branch Manager noticed the check engine light illuminated, the vehicle’s onboard computer returned numerous concerning codes, there was structural damage, and the vehicle needed a complete repaint due to excessive rust. This damage coupled with accident history and extreme high mileage negatively impacted the vehicle’s value.

We had an independent third-party inspect the vehicle and they also noted structural damage and various other damage our Branch Manager identified. We’re sorry we couldn’t meet your expectations on price, but we’re glad we were able to make you an offer you were happy to accept. We operate in a pressure-free environment and never want any customer to sell unless they are comfortable doing so.

Our leadership team tried reaching out to you directly to address your concerns but were met with a message to remove you from our contact list and not make any further contact. We respect our customers’ wishes and will leave the door open for you if you ever want to discuss your experience with our leadership team. We simply want to listen to your feedback, tackle any issues we can, and try to restore your faith in our service. If you would like to continue the conversation please reach out to our customer experience team at customerfeedback@webuyanycarusa.com.

Kind Regards,
Kevin, on behalf of webuyanycar.com