We Buy Any Car® USA - Arlington, VA Anmeldelser 

Besvarelse fra We Buy Any Car® USA - Arlington, VA

Opdateret den 25. jun. 2024

Hello, thank you for taking the time to leave feedback about your experience. We’re sorry to hear there were some surprises during your appointment. We should always communicate that, like any other reputable buyer, we need to perform a physical inspection of the vehicle before we can make a firm offer.

Our online valuation tool is great for getting an idea of what your vehicle is worth, but it’s based off the limited information we receive from our customers and not a firm offer to buy your vehicle. Condition plays an important role, and since no two vehicles are the same, any car buyer will need to appraise the vehicle in person.

We record all our calls for quality and training purposes and our leadership team will launch a full review to ensure you were treated fairly and everything was communicated clearly. If our fees and process weren’t explained and followed, we want to know about that and make it right.

Reviewing the detailed notes, photos, and videos of your inspection, the vehicle had a variety of damage we were previously unaware of. The vehicle’s check engine light was illuminated and when we hooked up an OBDII reader it returned a variety of troubling codes. I have included them below for transparency.

P0011 - A Camshaft Position - Timing Over-Advanced or System Performance (Bank 1)
P0013 - B Camshaft Position - Actuator Circuit (Bank 1)
P0014 - B Camshaft Position - Timing Over-Advanced or System Performance (Bank 1)

The camshaft is an integral part of the vehicle and unfortunately these issues negatively impacted what we could offer. We understand it can be frustrating as it’s not something that can be diagnosed without the proper equipment.

We want all our customers to have a positive experience. We appreciate you taking the time to speak with Area Manager, Patrick, 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 We Buy Any Car

Besvarelse fra We Buy Any Car® USA - Arlington, VA

Opdateret den 21. maj 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