We Buy Any Car® USA - Union, NJ Avis 

Réponse de We Buy Any Car® USA - Union, NJ

Actualisé le 10 sept. 2024

Hi Pat,

Thanks for taking the time to leave feedback. We’re sorry to hear you felt tricked, we can assure you that is not our intention. We operate in an open, honest environment recording all online valuations, phone calls, and inspection reports for complete transparency. We take customer service seriously and our leadership team will happily listen to all call recordings and review your inspection details to ensure our process was followed and everything was communicated clearly. If we set improper expectations, we’ll gladly make it right.

Our Branch Manager should have informed you that our offer is based on condition. Like any other reputable buyer we need to perform a physical inspection to ensure the condition of the vehicle matches what was reported online. While used car dealerships take your car around back and do this in private, we ask our customers to join us during this process so they can see what we see. We want all our customers to understand how we arrived at the price we did.

We’re not worried about small dings and dents but major changes to what was reported during the online valuation. I see from the notes, when you completed a valuation on 08/27/24 you reported the Honda Odyssey had the more desirable EX-L package which comes with more technology and other bells and whistles. Unfortunately, when our Branch Manager was able to inspect the car and run the vehicle identification number it decoded as the base level EX trim which is far less desirable and will negatively impact the value of the vehicle.

This change in trim level, coupled with various undisclosed damage like an inoperable power sliding door and a front bumper that was taped together, meant we had to revise our valuation of the vehicle.

Our leadership team will be investigating and wants to connect with you directly, please be on the lookout for our calls. If you felt you were tricked, then we clearly dropped the ball somewhere and it’s up to us to ensure you have the positive 5-star experience that we are known for. Thank you for letting us know we fell short of your expectations and for the opportunity to connect 1-on-1 and restore your faith in We Buy Any Car.

Kind Regards,
Kevin, on behalf of webuyanycar.com

Réponse de We Buy Any Car® USA - Union, NJ

Actualisé le 10 juil. 2024

Update 7/10/2024 - Hi Roxanne. Thank you for taking time to speak with Area Manager Glenn about your customer service experience in Union, NJ. I trust Glenn was able to fully address your concerns and restore your faith in webuyanycar.com. If there is anything more we can do to give you a positive outcome, don't hesitate to reach out to us. You can reach our Customer Experience Team at customerfeedback@webuyanycarusa.com.

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Hi Roxanne and thank you for choosing to sell your Jeep Wrangler to webuyanycar.com. Thanks also for taking time to rate the customer service experience provided to you by our team in Union, NJ. We're sorry to hear that this was not the five-star experience you deserve and should expect.

Condition is one of the most important factors when valuing a used vehicle which is why we provide online tools for you to tell us about any issues. The information you disclosed online stated that the Jeep had no physical or mechanical problems. Like any professional buyer, we always check over the vehicle before we make an offer and our appraisal found various issues.

I see from our appraisal photographs that the airbag and traction control system lights were illuminated. These are critical safety systems. When we ran OBD2 diagnostic checks, the vehicle reported a number of fault codes:

4 Wireless Control Module Codes:

B2224 - (SKREEM) Sentry Key Remote Entry Module Internal
B210D - Battery Voltage Low
C0077 - Low Tire Pressure
C151D - Tire Pressure Sensor Location Undetermined

1 Occupant Restraint Controller Code:

B1B06 - Driver Airbag Squib 2 Circuit Open

2 Anti Lock Brakes Codes:

C1082 - Vacuum Pressure Sensor Circuit
C123F - Steering Angle Sensor Comparative Performance

We're happy to provide you with a copy of the diagnostic report so you can see exactly what was wrong with the Jeep. We can forgive minor issues that happen in line with normal wear and tear but we have to take into account more serious issues, especially when they affect occupant safety.

Despite the issues, I see we were able to make you an offer that you were happy to accept. We operate a zero pressure policy at webuyanycar.com and the decision to sell is always left to the customer. Beyond ignoring some expensive repairs and taking a loss, we would love to know what our team could have done to serve you better.

As you are clearly unhappy with the service you received, I have logged a customer complaint on your behalf. We will be checking over all the notes and will reach out to you directly tomorrow. We are hopeful of finding a way to restore your faith in webuyanycar.com.

Warmest regards,

Jeremy, on behalf of webuyanycar.com