We Buy Any Car® USA - Arlington, VA Recensioni 

Risposta di We Buy Any Car® USA - Arlington, VA

Aggiornata il 21 mag 2024

Hi CS and thank you for responding to our request to review the customer service experience delivered by our team in Arlington, VA. We are as disappointed as you to learn that they did not provide the five-star customer service experience that we are famous for and we're keen to understand how we could have done better.

Like any reputable buyer, including CarMax and Carvana, the online valuation is an estimate based on the information you share with us. We expect a used car to have some minor wear and tear but do have to take into account serious issues like the large dent to the passenger side quarter that cannot be repaired using a low-cost PDR (Paintless Dent Removal). It is important to disclose any issues when selling a used vehicle to avoid any disappointment during the in-branch appraisal.

Despite the issues, which were explained to you before you accepted our offer, we are pleased we were able to make you an offer you were happy to accept and sorry not to have earned your five-star review. I have asked your local Area Manager to personally handle your complaint and find a way to restore your faith in our team. We have tried reaching out to you several times by phone and email but have not been successful at getting a response back from you.

We take our customer service reputation very seriously, which is why we have a 4.9 star rating on every major review platform versus CarMax (1.8 stars on Trustpilot) and Carvana (4.3 stars on Trustpilot). Giving you a five-star customer service outcome is our top priority. We remain committed to addressing your concerns and 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

Risposta di We Buy Any Car® USA - Arlington, VA

Aggiornata il 24 apr 2024

Hi Milton,

Thanks for taking the time to leave feedback about your experience. We take customer service seriously and would love to address your concerns. We’re thrilled you found our process easy and straightforward, but we won’t settle unless our customers have had a positive experience from start to finish.

We do regularly pay the valuation provided online, we keep detailed records of every appointment and have data to prove this. However, this is contingent on the vehicle being presented in the same condition as it was reported online. Our online valuation tool is great for getting an idea of what your vehicle is worth, but it’s based off the information we receive from our customers. Like any reputable buyer, we must perform a physical appraisal of the vehicle before we can make a firm offer.

Our physical inspection checks the mechanical, structural and safety components of the vehicle. We’re not worried about normal wear and tear but big-ticket items that can negatively impact resale value. The detailed notes of your appointment show there was damage discovered that we were not aware of prior to the appointment. Most notable was the illuminated service engine soon light on the dashboard. Using an industry-standard OBDII reader, we viewed the vehicle’s onboard diagnostic computer which returned an emissions code.

Additionally, we do have a central pricing team that our Branch Managers are encouraged to consult for a second opinion when necessary. We conduct this conversation in our bespoke admin system because it’s quicker and easier than having our pricing team inundated with phone calls. Ryan was speaking with our Vehicle Purchasing Analyst Kevin R. We believe in complete transparency and would be happy to provide you with a copy of the chat transcript.

We appreciate you taking the time to speak with Area Manager, Patrick about your experience. He reports a positive conversation. We remain committed to giving you the positive outcome you deserve. If there is anything else we can do, please don’t hesitate to call Patrick or email our customer experience team directly at customerfeedback@webuyanycarusa.com.

Kind Regards,
Kevin, on behalf of webuyanycar.com