We Buy Any Car® USA - Garner, NC Avis 

Réponse de We Buy Any Car® USA - Garner, NC

Actualisé le 15 août 2024

Hi Michael,

Thank you for taking the time to respond to our request to rate the customer service you received. We’re thrilled Tom was courteous and professional and provided great service throughout your appointment. We’re sorry to hear a change in price stopped you from having a 5-star experience overall. No one likes surprises and our leadership team would love to review your appointment and address any concerns.

I have asked the Area Manager to review the detailed notes, photos, and videos of your appointment to ensure our process was followed and everything was communicated clearly. If we made a mistake, we want to make that right. We take customer service seriously; it’s why we have an industry-leading 5-star rating from 55,000+ customers. We’re not like typical car dealers and if we came across that way, we missed the mark and owe it to you to tackle your concerns.

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. It is not a firm offer to buy your vehicle. Like any reputable buyer we need to perform a physical appraisal to check the vehicle’s condition. No two vehicles are the same and condition plays an important role in the vehicle’s resale value. Unlike used car dealers who take your vehicle around back while you wait in the showroom, we invite you to join us so you can see what we see and ask any questions you may have. We want every customer to be comfortable with why we arrived at the valuation we did.

Looking at the notes, it appears when you received an online valuation you did not enter any specific damage and our system provided a valuation in line with a vehicle in good condition. Unfortunately, when our Branch Manager was able to inspect the vehicle we found a variety of damage outside what is considered normal wear and tear. The vehicle had a front impact collision with another vehicle and was branded a salvage title. Additionally, TMU was flagged on the vehicle which means we couldn’t verify the true mileage on the vehicle. The onboard diagnostic computer was returning a P0302 code which is a Cylinder Misfire. These are big ticket items and will negatively impact a vehicle’s value.

We’re thrilled we could go back to our internal pricing team and get you a price you were happy to accept. Still, we owe it to you to ensure you have the positive outcome all our customers deserve.

Thank you for speaking with Area Manager Roshunda, she reported a positive and productive conversation. We’re thrilled we could connect 1-on-1 and listen to your concerns. If there is anything else we can do, please don’t hesitate to call Roshunda or email our customer experience team directly at customerfeedback@webuyanycarusa.com.

Kind Regards,
Kevin, on behalf of webuyanycar.com

Réponse de We Buy Any Car® USA - Garner, NC

Actualisé le 24 juil. 2024

Hi Susan and thank you for choosing to sell your VW to webuyanycar.com. We're sorry that you did not experience the legendary customer service which made us the number one rated dealer on Trustpilot for customer satisfaction.

We promised a five-star customer service and don't take failing you lightly. I have alerted the local Area Manager to your dissatisfaction and they will take personal responsibility for giving you a five-star customer service outcome.

Please expect a call from us tomorrow. We appreciate the heads up that we fell short and are indebted to you for you giving us the opportunity to make it right.

Kind regards,

Jeremy, on behalf of We Buy Any Car