We Buy Any Car® USA - Lawrenceville, GA Avis 

Réponse de We Buy Any Car® USA - Lawrenceville, GA

8 nov. 2024

Hi Brian,

We hear your feedback and take your review seriously. We’re sorry to learn we missed the mark delivering a positive experience for you. Our Lawrenceville, GA location has a 5-star rating from our customers, so our leadership team is eager to connect with you 1-on-1 to better understand how your experience differed and most importantly, restore your trust in our service.

First, we’re sorry if our location came across as isolated or intimidating, that’s not our intention. It’s true we are in the building behind the bakery and salon. We don’t sell cars; therefore, we don’t need a large showroom or tons of space. We keep things simple, and it allows us to open locations that are in local neighborhoods and towns. While the other guys may have one or two locations scattered about, webuyanycar.com has 12 locations serving local Atlanta communities.

I understand there is a park across the street, which if the pickleball courts aren’t lit up, could be dark at night. I have asked the Area Manager to review the branch to see if there are any improvements that can be made to make the area more inviting to our customers. Our mission is to provide a safe, comfortable atmosphere for everyone.

Regarding the valuation of your 2008 Honda, first we want to say that bait and switch is an illegal and immoral business practice and does not happen at webuyanycar.com. Our online valuation tool is great for getting an idea of what your vehicle is worth, but it’s based off the information provided to us by our customers. It is not a firm offer to purchase your vehicle. We have that listed on our website’s disclaimers, FAQs and in emails you receive about your valuation.

Like any reputable buyer we need to run a vehicle history report and perform a physical inspection of the vehicle to confirm the reported condition. If we identify issues, we were previously unaware of, we need to take them into consideration when making our firm offer. Unlike car dealerships who take your vehicle around back, we invite our customers to join us during this process so they can see what we see. It’s all part of our commitment to transparency. You should have been invited to join our Branch Manager and our leadership team will investigate to understand if our process was followed.

Reviewing the detailed notes for the Honda Pilot, I see when the online valuation was completed a dent to the rear bumper was disclosed online, however, our Branch Manager uncovered additional reconditioning concerns. These issues included multiple dashboard lights illuminated, poor previous repair to the hood, and the vehicle was reported in six separate accidents. I have included the information below for full transparency.

• 06/04/2008 – Right front impact with another vehicle
• 08/02/2009 – Damage to the right front corner
• 07/03/2011 – Vehicle damage reported
• 10/14/2011 – Left rear impacted reported
• 07/01/2022 – Accident reported
• 07/21/2022 – Accident /Damage reported

Unfortunately, this newly discovered information is well outside typical wear and tear. With the rough condition and the odometer reading 368,493 miles, we needed to modify what we could offer for this vehicle.

We take customer service seriously; it’s why our leadership team is calling. We believe in going above and beyond to deliver a positive outcome. We want nothing more than to connect with you directly and address your concerns. We know you have many options when selling a vehicle, if we can listen to your feedback and tackle your concerns, we’d love the opportunity to restore your faith and buy your car.

Kind Regards,
Kevin, on behalf of webnuyanycar.com

Réponse de We Buy Any Car® USA - Lawrenceville, GA

Actualisé le 26 sept. 2024

Hi Milton and thank you for choosing to sell your 2010 Toyota Camry to webuyanycar.com. We promise every customer a five-star customer service experience and are sorry to hear that we let you down. We are very keen to understand what went wrong and restore your faith in the honesty and integrity of our team.

I do see that you valued the car five times on our website and disclosed different mileage readings. Five of these, including the latest, stated that the vehicle had 158,696 miles on the odometer. Mileage is a very important factor in determining the resale value of a vehicle and I see in our appraisal notes and photographs that the Camry had covered an additional 30,529 miles bringing the reading close to 190,000 miles.

The other important factor when valuing a vehicle is condition. We do ask about any problems during the online valuation process and I see that when you completed your last online valuation on 7/30/2024 you disclosed that the vehicle had no physical or mechanical issues.

Like any professional buyer, we do carry out an appraisal which includes physical and mechanical checks. We also complete a short test drive and run vehicle history and diagnostic checks. The diagnostic checks flagged three diagnostic codes including two related to the ABS systems:

P0420 - Catalyst System Efficiency Below Threshold Bank 1
C1201 - ABS Inlet Valve Coil LF Circuit Short to Ground
C1241 - Low or High Power Supply Voltage

The OBD2 diagnostic report did flag that trouble codes had been cleared recently with the vehicle having only run for 19 minutes since codes were cleared.

Taking into account issues reported by the Camry's diagnostic computer, the 20% increase in miles and other damage which was not covered by fair wear and tear, I'm pleased to see we were able to make an offer you were happy to accept and would love to know how our team could have handled this better in the circumstances.

Ultimately, you should have had a five-star experience with us. We are famous for our exceptional customer service and we won't rest until we address your concerns and restore your faith in our team.

I have escalated your comments to your local Area Manager who has tried reaching out several times without success. Our leadership team is eager to connect with you, but we’ve exhausted all attempts and options available to contact you directly. We kindly ask that you return our calls or email our customer experience team directly at customerfeedback@webuyanycarusa.com


Warmest regards,

Jeremy, on behalf of webuyanycar.com