We Buy Any Car® USA - Pottstown, PA Arvostelua 

Vastaus yritykseltä We Buy Any Car® USA - Pottstown, PA

Päivitetty 16.10.2024

Hi Dan,

Thanks for taking the time to leave feedback. We want to provide you, and all our customers, with a positive experience. We fell short of your expectations and it’s on us to address your concerns.

Our online valuation tool is great for getting an idea of what your vehicle is worth but it’s based on the limited information we receive about the vehicle and available market data. It is not a firm offer to purchase a vehicle.

Like any reputable buyer we need to perform a physical appraisal to confirm the condition. We’re not worried about dings and dents but issues outside of normal wear and tear need to be taken into consideration when calculating our firm offer.

Our Branch Manager should have invited you to join us during the appraisal process and communicated clearly how and why we arrived at our offer. We want all our customers to feel comfortable with their decision to sell.

We work with our customers to purchase vehicles transparently and value their car, truck, or SUV fairly based on condition and demand.

Thank you for taking the time to speak with Area Manager, Jeff. He reported a great conversation between the two of you. Hopefully we were able to resolve your concerns. If there is anything else we can do to earn your 5-star review, don't hesitate to call Jeff or email our customer experience team directly at customerfeedback@webuyanycarusa.com.

Kind Regards,
Kevin, on behalf of wbuyanycar.com

Vastaus yritykseltä We Buy Any Car® USA - Pottstown, PA

Päivitetty 5.8.2024

Hi Donald and thank you for choosing webuyanycar.com to sell your 2008 Toyota Prius. Most purchases can be handled by the Branch Manager without them needing to seek any authorization on price.

In your specific case, the price was pre-approved based on your online disclosures that the Prius has no major physical or mechanical issues. Unfortunately, the Prius had many issues which needed to be taken into account to give you an accurate valuation. We have 182 locations and giving hundreds of staff complete autonomy on pricing is not how we do business. They have flexibility to a limit, but when damage exceeds an acceptable threshold, we have a team of experts who assist remotely.

We're sorry the escalation process was not explained to you at the time. We pride ourselves on keeping the customer fully engaged and informed at all times during the vehicle selling process and clearly we could have done better in this case. We will be following up on your feedback.

Despite the poor communication, I'm pleased to see we were able to make you an offer in line with the age, mileage and condition of the Prius and cut you a check in just over an hour.

Ultimately, we promise every customer a five-star experience and we do not take failing to deliver on our promises lightly. Our leadership team has tried to reach you by phone several times without success. Unfortunately, we've been unable to get in contact with you to have a productive conversation and address your concerns.

We have exhausted all efforts and 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