We Buy Any Car® USA - Bala Cynwyd, PA Avis 

Réponse de We Buy Any Car® USA - Bala Cynwyd, PA

Actualisé le 5 août 2024

Hi Steven and thank you for choosing webuyanycar.com to sell your Acura TL. Thanks also for taking time to rate the customer service experience you received from the team in Bala Cynwyd. We're sorry to hear we failed to deliver on our legendary five-star service and would love to make it right in any way we can.

The online valuation estimate was based on your disclosures that the car was in good physical and mechanical condition. We do provide tools online for you to tell us about any problems and we recommend customers use the damage assessment tools we provide to get an accurate valuation estimate.

Our offer is always based on the overall condition of the vehicle and unfortunately there were some issues including problems with the power steering, tears on the drivers seat and multiple other issues beyond what we can consider normal wear and tear for a vehicle of this age.

Despite the problems with the Acura, I'm pleased to see we were able to make you an offer we could shake hands on and earn your business. We do have to strike a balance between meeting a customer's expectations and making a modest margin and we're sorry we couldn't get closer to the value you were hoping to get.

We promised you a five-star customer service experience and fell short. Because of that, I have opened a complaint on your behalf and that has been escalated to Carlos, the local Area Manager. Carlos has tried reaching out to you directly numerous times but has been unsuccessful at getting you on the phone. We remain committed to you and kindly ask that you return our calls or email our customer experience team at customerfeedback@webuyanycarusa.com.

Warmest regards,

Jeremy, on behalf of webuyanycar.com

Réponse de We Buy Any Car® USA - Bala Cynwyd, PA

Actualisé le 2 juil. 2024

Hi Nadira,

Thank you for taking the time to leave feedback about your experience. We take customer service seriously and would like to review your appointment and address your concerns. Our leadership team has tried reaching out to you numerous times without success. We’ve made several calls and left several messages in an attempt to speak with you 1-on-1 but unfortunately, we’ve exhausted all options at this time.

We're sorry we could not meet your expectations on price. We understand a pricing change can be frustrating and we’re sorry that soured your overall customer service experience. Our online valuation tool is based off the information we receive from our customers, but like any other reputable buyer it’s not a firm offer. We need to physically inspect the vehicle to ensure the vehicle matches the condition reported online.

From our detailed notes, we can see there were several online valuations completed on 04/28/2024, 05/08/2024, and 05/30/2024. Each time different damage was entered including a simple scratch and a fluid leak. Unfortunately, our Branch Manager identified a variety of other problems with the vehicle that we were previously unaware of prior to our in-branch appraisal of the Nissan.

The vehicle inspection report shows the 2009 Nissan had a variety of damage like the check engine light illuminated, a misaligned front bumper, and a damaged entertainment unit. Additionally, and most significantly, the vehicle was branded with a salvage title that negatively impacted what we could offer. As a licensed dealer, we are required to disclose a salvage title when trying to resell a vehicle. It’s a major red flag for buyers and unfortunately hurts the resale value of vehicles.

Hopefully our process was followed and you were invited to join us during the appraisal of the vehicle so you could see what we see and understand why we arrived at the number we did. We never pressure anyone to sell and only complete a deal if our customers are happy to do so.

We’d love to speak with you to better understand your experience. We remain committed to giving you a positive outcome and kindly ask that you return our calls. You can also reach out to our customer experience team directly by emailing customerfeedback@webuyanycarusa.com.

Kind Regards,
Kevin, on behalf of webuyanycar.com