We Buy Any Car® USA - Stow, OH Anmeldelser 

Besvarelse fra We Buy Any Car® USA - Stow, OH

Opdateret den 4. jun. 2025

---Update 06/04/25---

Hi Wayne, just want to thank you again for taking the time to speak with our leadership team. We're thrilled we could connect with you directly.

If there is anything else you want to discuss, feel free to call Lucas or email our customer experience team directly at customerfeedback@webuyanycarusa.com.

Kind Regards,
Kevin, on behalf of webuyanycar.com

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HI Wayne,

We have earned a 4.9 rating from over 60,000 customers because we offer exceptional customer service. You will absolutely be hearing from a member of our leadership team so we can listen to your feedback and address your concerns.

Our online valuation tool is great for getting an idea of what your vehicle is worth, but it’s based off the information supplied by our customers. It can only value a vehicle based on what our customers input into our system.

When valuations were completed on 02/12/2025 and 04/28/2025 the user did not disclose any damage, so our online valuation tool provided a number in line with a clean, working vehicle. Online valuations, from any reputable buyer, are not a firm offer, and a physical appraisal must be conducted to confirm condition.

Unfortunately, when our Branch Manager had a chance to inspect the vehicle in person and run a vehicle history report, we discovered reconditioning issues and accident history that we needed to take into account when making our firm offer. Condition plays an important role and these issues negatively impacted what we could offer for the vehicle.

I have opened a customer service complaint on your behalf and have asked the Area Manager to personally reach out to you by phone. We look forward to connecting with you 1-on-1 so we can review your appointment together and better understand how we can deliver a 5-star outcome to you.

Customer satisfaction is our top priority, and we want to ensure you receive the same positive outcome that all our customers deserve. We will be calling very soon, please be on the lookout for our calls.

Warmest Regards,
Kevin, on behalf of We Buy Any Car

Besvarelse fra We Buy Any Car® USA - Stow, OH

Opdateret den 4. jun. 2025

---Update 06/04/25---

Hi Doris, thank you for sharing a couple emails with us. We're hopeful you received the copy of the diagnostic report we sent. We would still value the opportunity to speak with you directly. We remain committed to you as our customer and invite you to call us back or email our customer experience team directly at customerfeedback@webuyanycarusa.com if you ever want to speak.

Kind Regards,
Kevin, on behalf of webuyanycar.com

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Hi Doris and thank you for choosing webuyanycar.com to sell your Chevy Cruze. We know that you have many options when selling a used vehicle and it was a privilege to earn your business. We also appreciate you taking time to rate the customer service received at the branch. We're so sorry to hear that you are unhappy and we're committed to making that right.

You are correct that the Chevy overheated during the appraisal, but it is not a good assumption the issue would be fixed by adding coolant. There are many reasons why an engine might overheat including a cooling system leak, bad radiator fan, faulty water pump, low engine oil level, or thermostat failure. Our buyers have tools to diagnose faults and when we ran a diagnostic scan on the vehicle's computer, it returned multiple fault codes and indicated that the check engine light had been illuminated for forty-two miles prior to our inspection. We will be happy to provide you a copy of the diagnostic report showing these faults:

P0119 Engine Coolant Temperature Sensor 1 Circuit Intermittent
P0299 Turbocharger/Supercharger 'A' Underboost Condition
P00B7 Engine Coolant Flow Low/Performance
P0117 Engine Coolant Temperature Sensor 1 Circuit Low
P00B6 Radiator Coolant Temperature/Engine Coolant Temperature Correlation
P0116 Engine Coolant Temperature Sensor 1 Circuit Range/Performance
P00B7 Engine Coolant Flow Low/Performance

As the engine was overheating, we must assume the worst-case scenario that the engine is nearing end-of-life which is why our offer was in line with the salvage value of the car. Had it not been overheating, we would have paid more. We always have vehicles assessed by a third party to ensure the accuracy of our appraisers and if they highlight any issue with the in-branch assessment, we will do the right thing.

We're sorry that this problem with your vehicle prevented you from having the legendary five-star customer service we are famed for and value the opportunity to address your concerns. I have made a formal complaint on your behalf and the local Area Manager will take responsibility for ensuring your complaint is addressed fully.

Thanks again for letting us know that you are unhappy and for giving us the opportunity to address your complaint.

Warmest regards,

Jeremy, on behalf of webuyanycar.com