We Buy Any Car® USA - Glen Burnie, MD Avis 

Réponse de We Buy Any Car® USA - Glen Burnie, MD

Actualisé le 20 nov. 2024

Update 11/20/24

We have tried several times over the past few weeks to reach you on the phone. Unfortunately we've been unable to get through. We have left several voicemails in an attempt to get in touch with you and address your concerns.

Unfortunately, we have exhausted all options. We kindly ask you return our calls or email our customer experience team directly at customerfeedback@webuyanycarusa.com.

Kind Regards,
Kevin, on behalf of webuyanycar.com
 
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Thank you for choosing webuyanycar.com to sell your Hyundai Sonata and for responding to our invitation to rate the customer service experience provided by our team. We are famous for giving every customer a five-star experience and we're sorry to hear that we let you down. I have escalated your comments to the local Area Manager who will be reaching out to you shortly to understand how we could have done better to meet your expectations.

Honesty, integrity, and transparency are core principles for our team which is why you were invited to be present while we appraised your car. We don't care about minor issues and fair wear and tear, but our team is trained to identify more serious issues and explain any problem which might affect the value we are able to offer.

We hate surprises as much as you do which is why we provide tools online for you to tell us about any issues with the vehicle. I see that when you valued the Hyundai on 8/29, and twice on 9/3, it was disclosed that the car had no physical or mechanical issues, but the Hyundai was towed to our location and needed to be jumped to get it started.

During our appraisal, our appraiser, and AI-powered engine noise detection tool both picked up on abnormal engine noise. We ran an OBD2 diagnostic report on the car, but this was inconclusive as diagnostics had recently been reset. There was some damage to the exterior to the vehicle which will have been pointed out to you by our professional appraiser, but the engine noise was the big concern.

Despite these issues, I'm pleased to see we were able to make an offer close to the online estimate which you were happy to accept, and we'd love to know how we could have handled this better.

While we can't discuss the particulars of another customer's truck, we operate a zero-pressure policy and regularly welcome walk-in appraisals. It is very common for a customer to stop by and get their vehicle appraised then come back later to complete the sale. We encourage our customers to shop around to get the best price.

We are keen to address any and all concerns you may have and restore your faith in the team at webuyanycar.com. Area Manager Matt will be in contact with you over the next few days. We appreciate the heads up that you are unhappy with the customer service you received, and we're appreciative of the opportunity to make it right.

Warmest regards,

Jeremy, on behalf of webuyanycar.com

Réponse de We Buy Any Car® USA - Glen Burnie, MD

Actualisé le 25 juin 2024

Hi Donna,

We’re sorry to read your comments. We’re keen to contact you directly and address your concerns. Our leadership team would love to investigate your appointment to ensure our process was followed and everything communicated clearly.

Unlike used car dealerships, we invite you to join us as we inspect your car so you can see what we see and ask any questions you may have. It’s all part of our commitment to transparency. We want all our customers knowledgeable about how we arrived at the valuation we did. We never pressure anyone to sell and only complete the transaction if our customers are comfortable and happy to do so.

Hopefully the Branch Manager explained the several areas of damage we found on the 2003 Ford Explorer that were above and beyond what is considered normal wear and tear. The vehicle had multiple dashboard lights illuminated including the check engine light and service engine soon light. When we connected an OBDII reader to the vehicle’s computer it returned a variety of troubling codes. With rust, accident history, and 240,000+ miles, our Branch Manager flagged this as a near end-of-life vehicle.

Most of the cars we buy have many years of life in them and the average check we cut is in the multiple thousands of dollars. We’ll always advise if you want to maximize the value of an end-of-life unit to take it right to a vehicle recycling center. We are not a junk car business, but if you have a car to sell and can deliver it to us, we will buy it.

Regardless of price, we want every customer to have a positive experience. We appreciate you taking the time to speak with Area Manager Matthew on the phone. He reported a productive and positive conversation. We’re thrilled we could connect directly, listen to your feedback, and address your concerns. We remain committed to giving you the 5-star experience and if there is anything else we can do, please don’t hesitate to call Area Manager, Matt back or email our customer experience team directly at customerfeedback@webuyanycarusa.com.

Warmest Regards,
Kevin, on behalf of webuyanycar.com