Complaints

This profile includes complaints for webuyanycar.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  webuyanycar.com

  Springfield, PA 19064-1255

  
• 

  Webuyanycar.com

  7231 Ritchie Highway, Suite A1 Glen Burnie, MD 21061

  
• 

  webuyanycar.com

  2565 Us Highway 22 W Union, NJ 07083-8501

  
• 

  webuyanycar.com

  108 Greentree Rd Unit H Blackwood, NJ 08012-1571

  
• 

  webuyanycar.com

  1618 Princeton Ave Lawrence Twp, NJ 08648-4514

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/15/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please close this complaint

  

  Business Response

  Date: 03/18/2025

  Thank you for escalating this customer complaint to us. As you know, we take customer satisfaction very seriously and on the rare occasion when we get things wrong, we are happy to make it right.

  In this case, we had already resolved the issue with the customer before the ******************** complaint was sent over. The employee who assisted the customer was working out their notice and unexpectedly quit without notice immediately after this transaction. We apologize without reservation to ******* and ******* who did not receive the gold standard of service we strive to deliver at webuyanycar.com and we are thankful for the opportunity to do the right thing.

  I am pleased to report that we did complete the transaction on 3/17/2025 and hope that the customer was delighted with our follow-up despite the rocky start. There was some rust on the exterior of the vehicle and some diagnostic codes, but we cut a check which was within $90 of the online estimate for the same vehicle with no damage.

  ******* did update his review on Trustpilot from 1 to 4 stars which we are very thankful for.

  ***********************************************************

  We believe we have handled this complaint to the customer's satisfaction and are happy to follow up if there are any remaining concerns.

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 13th received a very small settlement offer from the agent that called me regarding my concern. Then told on March 14th that a check would be mailed to me. Though very disappointed by the amount they offered. Then received a call today being told I cannot receive a check or really anything due to an issue that happened with the original check payment. The issue was resolved for that but was a very long and tedious process. I had mentioned that this settlement could be direct deposited. They said they would get back to me.  Told finally now sorry no payment will be extended. This isn't fair and my hands are tied. n all I invested in that vehicle to be taken advantage of. I really hope this company will make this right. Thank you

  

  Business Response

  Date: 03/18/2025

  Thank for for sharing the customer's complaint with us. We take customer satisfaction very seriously and have an extension log of communications with this customer relating to their transaction. We're happy to provide any additional supporting information to demonstrate the honesty and integrity of our team and our commitment to giving every customer a fast, safe, and above all, fair way to sell their vehicle.

  Firstly, the customers claim that we quoted $3,100 for the vehicle is inaccurate. We did provide an online valuation estimate on 11/27/2024 based on customer disclosures that the vehicle had no physical or mechanical issues. The estimated value was $2,375 before documentation fee and they have a copy of that estimated valuation in their email inbox confirming the valuation for the vehicle in good condition, as was disclosed online.

  We spoke with the customer on a recorded line on 12/5/2024 and they requested a home visit from a mobile buyer to appraise the vehicle and make a firm offer. The buyer who attended and purchased the vehicle has a ten-year tenure with webuyanycar.com and has purchased ***** vehicles with an exceptional customer satisfaction rating and a high accuracy rating on vehicle inspections.

  On inspecting the vehicle on 12/6/2024, our appraisal notes and photographs show additional issues with the vehicle which were not apparent when the customer made their online disclosures. The biggest issue we found was extensive rust on the undercarriage. We made an offer in line with the fair market value for a vehicle in this condition and the $1,650 offer was accepted by the customer. We have a strict no-pressure policy and there is never an obligation to sell if the customer is unhappy with the offer. A copy of the independent post-sale inspection conducted to **** standards is attached for reference and confirms the issues found during our appraisal.

  We had no post-sale contact from the customer until 12/13/2024, 7 days after the sale. The customer called our call center stating they were upset about selling and had no time to consider the offer. When the local Area Manager called back to follow up, the customer pivoted their story stating they had an issue depositing the check. After extensive investigation by our financial team, we found the customer mobile deposited the check to ****** ***************** and KeyBank after we purchased the vehicle. Because the same check had been deposited into multiple banks, none of the banks released the funds to the customer to prevent fraud. We eventually recovered the funds from ******* and direct deposited the funds to the customer in early January 2025.

  While this was happening, the customer wrote in to our Customer Experience Mailbox (messaged attached) on 12/17/2025 making no reference to the issue with the check. They stated I recently sold my 2008 ****** Sienna to WeBuyAnycar. I invested a lot in the van. It has a new battery, new alternator and new alternator belt, new exhaust new front brakes.  Received a check for 1650 when first offered 2300. To make me feel better could I please get the 2300 as the offer amount?. This was handled as a complaint and escalated to the same Area Manager. We investigated and found no grounds, based on condition, to change our offer.

  Although the Area Manager discussed the situation with the customer and how we came to our valuation, the customer continued to call us frequently. We have 37 phone calls logged and consistently the customer has asked for more money, despite the undisclosed damage to her vehicle. They seem to be confusing preventative maintenance (new battery, brakes etc.) as upgrades to the vehicle and feel entitled to additional compensation for the work that was carried out. It's true that fixing issues maintains the market value of a vehicle but does not add value beyond that of a properly maintained vehicle.

  Since receiving the BBB complaint, months after we purchased the vehicle, we reopened our internal complaint and reached out to discuss the case further. The customer pivoted back to demanding an additional $1,000 to cover money spent on maintenance prior to the sale which would exceed the minimal margin we have in the transaction. Given that, and the attempt to cash our previous check at three different banks, we are not able to offer more money to the customer. They received a fair offer for the vehicle given its condition and we are satisfied that the customer was treated fairly and with respect in the circumstances.

  Customer Answer

  Date: 03/22/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23043883
  
  I am rejecting this response because: Most of the information stated by We Buy Any Car is not correct. Yes my fault for accepting the offer and feeling if I did not take it I would lose out. But I should have said no and worked with a dealership or sold the vehicle to a person that would have been fair. Yes I explained all that I had put into the van before selling it because that would be less for any person or company to resell. I did put a brand new battery, new alternator, new exhaust, new brakes and rotors, new radiator hose etc. When I sold the van yes I was made aware of getting a little less than first offered because of the rocker panels having rust. I did make the *** aware of what I really wanted to sell the van for and was told if I did not take the offer they wouldn't come back out to make that same offer again. I felt stuck but again my fault for accepting as if We Buy Any Car is the only place that would buy. I totally regret this entire process. Now its a lie that I reached out 37 times to try and get more money. I reached out that many times because of the issue of the check that was deposited multiple times in different banks. I had explained to the local location what had happened and also to account directly. It seems that they understood and cared. But I can see now that I was wrong. I was in and out and the hospital due to a recent heart attack. My family tried to help and accidentally mobile deposited the check into these accounts. Not asking each other if it was already handled. Which caused the funds to go missing and no bank stated they had it. They stated they sent it back to the issuing bank of We Buy Any Car. Which forever they did not find. I stated that this was indeed mine and my families fault and I apologized multiple times. I showed proof from all these banks that no funds were fully claimed because they were reversed. When I spoke to the Area manager possibly twice again it was not for more money. It was to get the $1650 found. The funds were finally tracked down and yes a direct deposit was made. I thought that part of the issue was done. Then I was still feeling disappointed by the offer I accepted to I created this BBB complaint because of the two times I spoke to we buy any car I spoke with a female who picked up when I wanted to discuss how disappointed I was about the 1650 offer and asked to speak to a manager. She said they were unavailable and she would have them call me back and they never did. So again during those 37 calls stated that was to track the $1650 from the original check. Again I had apologized multiple times to the accounting as I started to reach them directly instead of calling customer service. Then recently on March ******* **** from car group holding called me from ************** he stated he saw my review and wanted to see how we could resolve this. I stated I would settle for a $1000 and he stated based of the review of my vehicle he thought the most he could settle everything for would have been $300. But he would reach out to someone and get back to me. On March 12th I spoke with him and he stated the head of department authorized only $300. I stated I need time to think and call back on March 13th or March 14th I told him disappointed but I will accept the $300 offered.  He asked for my address and stated the following I would receive this check in the mail. On March 17th I received a call from **** and he stated that he was sorry to tell me that he could no longer extend the offer because accounting would not give me a check. He was very kind and kept apologizing. I said would I need to reach accounting and he was going to give me a customer service number. But later reached out via text to state he would look into this for me and see if anything could be done. I stated I was ok with direct deposit if that would make we buy any car feel better. Later that day he reached me to say sorry and that nothing further will be given. So what was the point in reaching me then finally agreeing on an amount and then taking it back once he had already stated it was approved by a team? I feel very stupid for selling my car to this company. I will make sure family and friends know to just sell to a dealership or privately. I thought again that when I kept apologizing for all the chaos my family and I caused with the check that the accounting team knew I did not mean for any of this to happen. I was will to send proof to them too that I was in the hospital. I always sent proof of all I was stating. Again explain to me how finally car group holdings just offered $300 and all would have been ok and took it away because of previous bank issues that I stated to **** could be direct deposited to make We Buy Any Car feel safe? So what happened to that?
  
  Regards,

  Eurize *******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 03/24/2025

  Our team has invested countless hours trying to resolve this complaint, as well as unraveling the issue with the customer deposting the check at multiple banks. This case was discussed at length by senior leadership who considered Eurize's request for more money. After reviewing every aspect of the transaction and complaint, we do not find any fault on the part of webuyanycar.com and believe the complaint is a financially motivated complaint and not rooted in any disservice to the customer.
  
  We paid a fair price for the ****** and shared the inspection report from an independent third party to confirm the fairness and accuracy of our appraisal and offer, which was willingly accepted by the customer. If the customer had told us they were unhappy within a reasonable time after the sale, we would happily have reversed the transaction and reunited them with the vehicle but by the time they let us know they reconsidered, it was impractical to do so.
  
  Our team went above and beyond to help ****** and resolve the issue with payment caused by their multiple deposits. We are thankful for ******'s business and are sorry that she continues to feel that we owe her in some way. Unless BBB decides there was any fault on our part, we consider the matter closed and will not engage in further discussions with the customer in relation to this transaction.

  Customer Answer

  Date: 04/01/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23043883
  
  I am deeply disappointed in how and being viewed and treated in this entire situation. I am fine with BBB making the final decision on how my complaint should be handled. My complaint was not financially motivated and the previous situation with the initial check should have not determined how my complaint should have been handled. I no longer want to speak with this company and definitely will never do business with them again. I am really am wasting words expressing all of this. I should had taken my time and seen what other places would have offered and sold on my terms not feeling like this was my only option. 
  
  Regards,
  
  Eurize *******
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I decided to sell my car. the webuyanycar.com website offered me $30K. 24 hours prior to the appointment I got a call stating the value had droped to $28k, so I declined to move forward. Today, 2 weeks later, I decided I would accept $28k, so visited the website again to start the process over. Website offered me $28k. great. later that evening I get a text message stating sorry, the value has been lowered to $23k. Something is wrong here.

  

  Business Response

  Date: 10/23/2024

  Firstly, we must clarify that the customer did not at any time receive an offer from our website. We provide an online estimate for informational purposes only. This is stated clearly, as follows, on our website and in other communications:
  
  "Valuations are provided as an estimate for informational purposes only and do not constitute an offer from webuyanycar.com. Valuations are based on the limited information we collect from you online and market information about your vehicle (which, for some makes, models and years, can be limited). Therefore the valuation may be adjusted at our discretion at any time, including prior to or during our in-branch vehicle inspection."
  
  The customer's vehicle is a convertible and there is seasonality for convertibles on the east coast. These vehicles command a high resale value in the Summer, and that resale value drops towards the end of Summer.
  
  The initial online valuation estimate was provided in June 2024 and unfortunately, based on the limited market data we had access to, the estimated value was off by $2,000. As soon as we realized this, the customer was contacted immediately and we adjusted the valuation accordingly. When we price-shopped the vehicle, ******* was offering $27,400 for comparison so our offer at the time was aligned to the market.
  
  We respect that the customer declined to sell at this time, which would have been the seasonal peak of the car's resale value.
  
  The customer states in their complaint that they decided to move forward two weeks later. This is inaccurate. The customer booked an appointment on 8/14/2024 which is almost two months after the initial valuation and well after the peak resale season for convertible vehicles.
  
  As we always with high-value vehicles, our pricing experts check the value against a variety of sources before we extend an offer to the customer. Because the market had fallen so much for this type of vehicle, we exercised our right to revise the estimated valuation and let the customer know immediately.
  
  We understand this is incredibly frustrating for the customer and We have made revisions to our seasonality modelling in direct response to the feedback received from the customer. Notwithstanding, we do draw the customer's attention to the terms of use for our website which clearly state that the online valuation is for informational purposes and is not an offer.

• Initial Complaint

  Date:09/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********
  
  

  

  Business Response

  Date: 10/01/2024

  We have been in contact with Mr. ******** to address his concerns and have provided documentation proving the transfer of ownership. The vehicle was sold by us to another licensed auto dealer in the state of ****** on 1/16/2024 and we have a bill of sale on file confirming the sale. All of the documentation is in order and Mr. ******** has no ongoing liability in the vehicle. Mr. ******** has direct contact information for webuyanycar.com in case of any future concerns relating to the vehicle. It is our understanding that Mr. ******** is happy and considers the matter closed, as do we.

   

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to webuyanycar.com at *********************************** *******, NC *****, to see what they would offer me to buy my car. The only mechanical issue the car had was an engine trouble light that had been on for four years. The engine ran perfectly. *****, the employee that dealt with me, said several times during our initial conversation that they would "flash" the engine computer (PCM) to see if they could get the trouble light to turn off. I gave him the key sat in their lobby for approx. twenty-five minutes while ***** evaluated my car. When he returned, I was given an offered purchase price for my car and I left to drive home. The engine in my car ran so poorly that I barely made it home. ***** has denied any responsibility and says he did nothing to my car, it just happen to break while in his possession.

  

  Business Response

  Date: 07/29/2024

  Thank you for forwarding this complaint. We were aware of the issues raised by the customer and have been proactively investigating the complainant's comments.
  
  After conducting a thorough investigation, we could find no fault on the part of *****. ***** did not state that they were going to "flash" the engine computer or clear the codes. Our employees are not mechanics and we do not provide them with equipment to fix issues with the vehicle or "flash" the vehicle computer.
  
  Our team across 180+ locations appraises thousands of cars every week and follow a robust, standardized process. One of the first actions they take is to photograph the dashboard to capture the current state of the vehicle and odometer reading. Proven by the attached image, you can see the Pontiac had an illuminated check engine and ABS system fault light before we began assessing the vehicle.
  
  As part of our appraisal process, we run an ***2 diagnostic check using an industry standard ***2 reader supplied by BlueDriver. Every modern vehicle has a diagnostic computer which monitors vehicle systems and provides codes for any detected faults. I have included a diagnostic report which confirms faults with the Pontiac's engine and antilock braking system, as highlighted by the dashboard warning lights.
  
  Also attached is an MIL status report which shows the check engine had been on for over a day and that trouble codes had been cleared before we saw the vehicle. The problems with the vehicle were pre-existing and our team would have no reason, or technical knowledge, of how to make the engine run rough. Tampering with a vehicle would be considered an illegal and immoral act and would result in disciplinary action or dismissal.
  
  As part of our investigation, we have been in contact with **************************. He advised his neighbors son is a mechanic and he came to look at the car. He claims the mechanic advised him to disconnect the battery and let it sit for a few hours for the *** to reset. He said he did so, drove it again, and the vehicle ran rough for a few miles and is now running fine.
  
  Without consulting a qualified mechanic, we cannot explain why the Pontiac ran rough although it is clear that there were pre-existing faults with the engine which could certainly manifest these symptoms. We have confidence in the honesty and integrity of ***** and welcome the opportunity to review any evidence, or professional opinion ************************** has to suspect wrongdoing.
  
  As ************************** has told us the vehicle is running normally and requires no repair, we consider the matter resolved and have no complaint to answer. We have made every effort to assist the customer and hope they can understand that the problems with the vehicle were symptomatic of existing issues and not caused by a bad actor. We remain open to having further conversations with ************************** to reassure him of our absolute commitment to honesty, integrity, and transparency in every aspect of our business operations.

  Regards,

  ***************************, on behalf of webuyanycar.com

• Initial Complaint

  Date:06/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a request for a vehicle quote to WeBuyAnyCar back on June 19, 2024.I received an offer for my car after completing all information on the website. I spoke with their representative on the phone and confirmed their offer. I went to get a valuation on my car after booking an appointment online on 06/18/24. After examining the car and taking tons of pictures, the rep offered me $1524, which was less than the $4360 estimate given from the website. So that was an insult. I think they should honor their original offer of *******. It was poorly done. He saw that I was not happy so he went to the pricing team so they offer was increased to 2400 which was a lowball offer. The car is going for much more on the market but this company wants to take advantage of people who would like a safe sale without going through a private party. He says that the evaluation is showing something with the brakes which is false. The brake light is not on. This appears to be a scam company who can not afford to buy cars.

  

  Business Response

  Date: 06/21/2024

  Thank you for bringing the customer's complaint to our attention. We are sorry to hear that ******* did not receive the five-star customer service experience reported by almost ****** of our customers on Trustpilot and almost ***** customers on ********************'s review service. We are committed to make that right in any way we can.
  
  We have a robust process for handling customer complaints internally and have been attempting to reach ******* per her request. We have not been able to make contact yet, but will keep trying so we can find a way to restore her faith in the honesty and integrity of webuyanycar.com.
  
  We are happy to share full details of our interactions with the customer and provide photographs and reports to back up our findings. We take our customers' satisfaction very seriously. We are limited to five attachments when responding to a complaint but can provide more evidence if needed.
  
  Our website logs all customer interactions. ******* first requested an online valuation estimate from our website on 6/18/2024 at 1:35 PM. When completing the online valuation process, they checked the box to indicate the 2012 Lexus IS had cosmetic or mechanical issues and were directed to provide more information. 
  
  When the customer tried to complete the valuation without completing the required damage assessment, the website displayed a warning message: "Youve indicated there is damage or issues with your vehicle, but have not entered any specifics. Please use the drop-downs to tell us about the damage to your vehicle." Our system logs show the customer declined to do this and clicked the button to "Continue Without Adding Damage". We are unable to adjust online valuation estimates for undeclared faults.
  
  A second valuation was completed online on 6/19/2024 at 5:10 PM. There were no mechanical or cosmetic issues disclosed by the customer and our valuation reflected the customer's disclosure that the Lexus was in good physical and mechanical condition.
  
  Our online valuation process can only take into account issues disclosed by the customer. As it states on our website, and in the valuation email every customer receives: 
  
  Valuations are provided as an estimate for informational purposes only and do not constitute an offer from webuyanycar.com, except where you are expressly made a conditional 7 Day Offer (this vehicle had accident history and was precluded from receiving a 7 Day Offer). Valuations are based on the limited information we collect from you online and market information about your vehicle (which, for some makes, models and years, can be limited). Therefore the valuation may be adjusted at our discretion at any time, including prior to or during our in-branch vehicle inspection.
  
  Like any professional buyer, we do our due diligence on the vehicle before we make an offer to the customer. This includes a physical and mechanical inspection, a short test drive (where the vehicle is safe to drive), and we run OBD2 diagnostics using an industry standard reader to check for any engine or drivetrain issues. Finally, we check for any problems with the vehicle history on Experian AutoCheck and/or CARFAX.
  
  The vehicle's diagnostic computer reported two engine faults as below:
  
  P0441 - EVAP System Incorrect Purge Flow
  P0455 - Evaporative Emission Control System Leak Detected (Gross Leak)
  
  In addition to the above faults, we noted the vehicle struggled to stop because of bad brakes (front and rear). The vehicle interior was heavily soiled (photographs can be provided) and there was undisclosed collision damage to the front bumper. The rear bumper had a large dent and scrapes requiring a significant repair and the wheels all had damage.
  
  The problems with the Lexus were not in line with normal wear and tear and we were unable to honor the online valuation estimate which was based on the customer's disclosure that the vehicle had no physical or mechanical problems. We made an offer in line with the vehicle's age, mileage and condition and respect the customer's decision to decline and sell privately. 
  
  We obtained a report from the Branch Manager who assisted the customer:
  
  On 6/19/2023 ********************************* came in to try and sell her vehicle. During the assessment, it was determined that ************************** vehicle had multiple problems which were not disclosed during the online valuation process. No brake light was on in her vehicle, however the brakes needed to be pressed all the way to the floor and the vehicle "drifts" to a stop. I explained all of the issues and how they impacted the resale value of the vehicle and we made an offer in line with condition.
  
  ********************** stated she had a private offer of 7K, but requested that I go to pricing for 4k. Our pricing team was able to increase our offer after reviewing the appraisal notes and photographs but the customer stated that she did not want to accept that amount and our company "has no money". I let her know I was sorry we couldn't get to her number, and that if she needed our help in the future to let me know. Walked with her outside, we wished each other a good night, and she left. 
  
  While we want to make every customer happy, like any buyer, we offer a price which takes into account the vehicle's condition. There were very significant differences between disclosures made online and the in-branch appraisal. Had the vehicle been in the stated condition, we would have happily cut a check for the online valuation estimate.
  
  Our apologies go to ******* for not being able to meet her expectations on price. Given the circumstances however, we find no fault with our team and are happy to provide appraisal notes, reports and photographs to back up the offer we made after completing our professional appraisal of the Lexus. We are happy to cover *******'s time and gas money as a gesture of goodwill if she returns our calls and emails.
  
  Regards,
  
  ******, on behalf of webuyanycar.com

• Initial Complaint

  Date:05/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was originally quoted online $30, 658. The branch manager had to reschedule the following week to allow PA title to come in. The title did not arrive by rescheduled appointment so it was rescheduled for 5 days later. I was contacted to confirm appointment and questioned why the amount was $3k less than quoted. My *** was attached to a least expensive model in their system so the amount would be less, which was also less than KBB value of my car. Still went to my scheduled appointment and the man ***** tried everything to change the *** to the correct model and was unable to do so. ***** even made several phone calls and was involved in a group chat. I told him I wanted the original quoted *****. He told me that his boss said my car isn't selling for that much which was not true. Questioned why my PA title was only issued on 5/2/24. Mind you I bought my car on 4/2/24 from #1 ******* in **** and showed them the Ohio title. Also asked how I paid for the car, which not sure why that was relevant as I had the bill of sale and title/registration. This company's practice was illegal. I'm filing a complaint here, but am considering taking it further to the *** Also, upon inspection, I was told my car was in excellent condition. I was at my appointment for 1.5hrs for nothing.

  

  Business Response

  Date: 05/29/2024

  Attn: Better Business Bureau
  
  Thank you for alerting us to *******'s complaint. We became aware of the issue on 5/14/2024 and immediately began an internal investigation per our complaint resolution process. Although rare, we take all complaints very seriously.
  
  *****, our Area Manager for ********** spoke with ******* on 5/16/2024. It was a priority for us to listen to the customers feedback and fully address their concerns. We communicated to the customer the root cause of the problem with full transparency and apologized for any failings on our part. As a gesture of goodwill, we also compensated the customer for their time. While this customer ultimately sold their vehicle elsewhere, they told us they were happy with the follow-up from us and updated their Trustpilot review located here: We Buy Any Car USA reviewed by ************************* on 5/15/2024 (trustpilot.com)
  
  Update..... I spoke to the area manager, *****. We were able to talk things out. He was very apologetic and took ownership for the flaws in the system. Unfortunately, I was able to sell my car for top price elsewhere before speaking to *****. I'm very pleased with the conversation and the outcome. The salesman, ***** was very nice so my original review was no reflection on him.
  
  Ultimately, the problem was caused by a third-party vendor who we partner with to decode vehicle VIN numbers. Their system wrongly identified the vehicle as a SLE-2 FED. We have corrected this technology issue in our system and alerted our third-party vendor to the discrepancy. This change will ensure this edge case does not occur in the future.
  
  We do post disclaimers on our website and in emails about vehicle valuations that state, Valuations are provided as an estimate for informational purposes only and do not constitute an offer from webuyanycar.com, except where you are expressly made a conditional 7 Day Offer. Valuations are based on the limited information we collect from you online and market information about your vehicle (which, for some makes, models and years, can be limited). Therefore, the valuation may be adjusted at our discretion at any time, including prior to or during our in-branch vehicle inspection."
  
  We apologize for *******'s experience. This was outside of the norm and not representative of a typical customer service experience. As soon as we learned of the incident, we acted in good faith, reached out to ******* immediately, and did the right thing by our customer to try to resolve this issue directly. We also took action to resolve the underlying problem and prevent a recurrence.
  
  We believe this issue to be resolved with the customer but are committed to ensuring they have a positive outcome. If there is anything further we can do, ******* can reach back out to Area Manager, ************** at anytime or email our customer experience team directly at **********************************************.
  
  Kind Regards,
  *****, on behalf of webuyanycar.com  

• Initial Complaint

  Date:06/20/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  ey called is not on file and that she can see that the car was purchased by WeBuyAnyCar. She could not provide me with any resolution to discontinue the calls. I do not find that acceptable. I have the most recent voicemail (that ********* personally left) saved on my work voicemail system to verify that she made the call to my work number about the ***. These calls have become disruptive and honestly boarding on harassing at this point after I have made numerous attempts to correct the problem with them directly.

  

  Business Response

  Date: 07/14/2023

  Hi *****,
  
  We would like to apologize without reservation. We have made a mistake here and it is completely our fault. When we purchased the vehicle, another record was opened in our admin system and the deal was completed under that case number. The original vehicle request quote should have been closed and it was not.

  This issue was further compounded when our staff failed to remove your information when you requested not to be called. We are truly sorry and are keen to make it up to you. We see your desired outcome is no further contact. Rest assured, this issue was elevated to our leadership team and the President of our company even got involved. The contact information has been removed and further training for our staff has been issued so we can ensure this does not happen again.
  
  You should not receive any further contact from us. We have a specialized team set up at corporate that feeds customer concerns directly to our leadership team. If for any reason you need to further discuss this matter, or any issue in the future, please email us at [email protected].

  We know there are many options available when selling a vehicle, and we sincerely appreciate you and your sisters business.
  

  Kind Regards,
  *****, on behalf of webuyanycar.com

• Initial Complaint

  Date:01/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an offer of $665 for my car after completing all information on the website. I spoke with their representative on the phone and confirmed their offer. When I arrived on site, the same representative I spoke with said their standard practice was to give all the information I had already provided to their underwriters. After waiting around I got a lower offer of $400. I think they should honor their original offer

  

  Business Response

  Date: 01/27/2023

  Hello,

  We take customer service seriously and as soon as we learned of this issue, a member of our leadership team reached out directly to ****************** to resolve this issue. During the appointment there was a change in price due to some reconditioning issues discovered once we had the opportunity to inspect the vehicle in person. However, we have made contact with the customer and have honored the original price as well as provided additional training to our Branch Manager who conducted the appointment. 

  ****************** indicated on the call that he was satisfied with our response and our accounting team is sending a check directly to this customer to make the customer whole. We hope this resolves all concerns.

  Kind Regards,

  *****, on behalf of webuyanycar.com

• Initial Complaint

  Date:11/13/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  As you can see from the document the company provided, I originally met them on Wednesday, which is when I was given the $1,400 offer, that they have since forgotten. Then you can see that the valuation on my car, according to their record, was done on Saturday, which was a day after I went back to sell the car, and at a point when neither myself, nor the car was there. That is when they added things to the car to justify their dishonest changing of what was offered. In their document, the valuation was done when neither myself nor the car was present. That is all you need to know about how dishonest this company is. Their branch manager saw the opportunity to make himself more money by trying to offer us less than what was promised, and then went back a day later and tried to cover his tracks. If you're looking for a better business, this is not it.
  
  Regards,
  
  ***************************
  e, "I'm not saying you're lying." and "I'm not trying to be argumentative." when I wouldn't have thought otherwise except for that he said them. It is clear this was not going to be what was previously promised. He says he has no record of an offer of $1,400, but only has an offer of $1,000. He keeps trying to find reasons to give less money, and I guess since we did not accept the $400 less, he now gets very aggressive. He says he can only offer $300, and gives a very cheerful and insincere apology as we leave. At this point, I was deceived about an offer, and disappointed that I wasted my time and trusted this company.On 11/14/2022, I get an email from the company saying I cancelled my appointment with them on Friday. Then I get an email asking to confirm my appointment with them at 8pm, which is not an appointment I made, and is not a time they are open. I go on their website and they've now changed my offer to $100, and are incorrectly putting milage reports online about my car.

  

  Business Response

  Date: 11/22/2022

  To ****************** and the BBB,

  Our website features an online valuation tool. This online valuation is an estimate based on limited information supplied to us by the customer. It is not a firm offer to buy a vehicle and our website discloses that fact. The online valuation is not a substitute for a professional in-branch appraisal and we never make a firm offer before we’ve had an opportunity to inspect a vehicle.

  The appraisal process includes physical and mechanical checks of the vehicle, running a vehicle history check through providers such as ******** or ******, and we run ***** diagnostics on the vehicle to check for any engine or drivetrain issues. If the appraisal finds any issues with the car, these are always considered as part of our final offer.
  
  To ensure the integrity and accuracy of our appraisal process, we keep detailed notes and photographs of every appointment and vehicle we inspect. During the online valuation ****************** did disclose some cracks and scratches to the front and rear bumper. However, during the in-branch physical appraisal additional issues were discovered. First, a third-party report by ******** called an ******** ********* reported there was accident history on the vehicle back in 2013 where a front impact with another vehicle occurred, furthermore there were previous reports of the odometer reading 152,889 miles but during our physical appraisal the odometer was observed to have only 102,085 miles. This is known as TMU, or true mileage unknown, and will negatively impact the value of the vehicle as actual mileage can no longer be determined.

  We have attached a copy of the detailed inspection notes to our response as part of our commitment to full transparency.

  ****************** proceeded to leave negative reviews on ****** and Trustpilot.com. As part of our commitment to customer service we launched a full investigation and review of the appointment in question. During that review process additional emails were mistakenly triggered to the customer (which is noted in the complaint) and are not only regrettable but also caused undue confusion for the customer.  Our leadership team completed a full review and did come to the conclusion that the level service and communication to ****************** was inadequate and additional training has been provided to our Branch Manager and members of our operation team to ensure that does not occur in the future.

  Despite that, there is no record of a firm offer of $1,400 being extended to ***************** for the purchase of his vehicle. We have tried to contact ****************** directly since the initial negative reviews were published so we could listen to his feedback, review his appointment together, and see what could be done to restore his faith in We Buy Any Car unfortunately he has never answered or returned our calls. We remain committed to speaking with ***************** and hope the attachment with the detailed reconditioning notes and third-party ******** ********* will demonstrate our commitment to transparency.
  
  Kind Regards,
  *****, on behalf of webuyanycar.com

  

  Business Response

  Date: 01/03/2023

  Hi ******,
  
  As we mentioned in our previous correspondence, when we initially received notice of your complaint we launched an internal investigation. This investigation took place on 11/12/2022 during which we accidentally triggered an appointment session and subsequently an appointment email was sent to you. We have already admitted this was done in error. We investigate every appointment that we receive a complaint for, as this is standard practice. We again apologize for any confusion as it was simply a human error that created an erroneous appointment session. 
  
  Several members of our leadership team have reviewed all the notes and spoken with the Branch Manager, we still cannot find any notes or written offer to purchase your vehicle at $1,400. However, customer satisfaction is our top priority.
  
  This has gone all the way up to our Presidents desk and he would rather take a loss on a 17-year-old vehicle and make you happy than stand firm knowing a customer of ours is not completely satisfied with their experience. At this point, we are going to honor the $1,400 and will buy your 2006 ***** ***** Coupe at that price.
  
  We have tried several times without success to reach you by phone at ************** and by email at ************************* We are leaving the number to our Area Manager, ****** direct line. ***** will ensure the sale of your 2006 ***** ***** is handled perfectly and that we purchase the vehicle for $1,400. ***** can be reached at **************. ***** will continue to try and call you directly, but please answer our calls or call ***** directly at the number provided so we can complete this sale and give you the positive experience we all desire.
  
  Kind Regards,
  *****, on behalf of webuyanycar.com
  

  Customer Answer

  Date: 01/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The company still does not take responsibility for its dishonest practices. I do not wish to do business with them yet they keep harassing me and now are trying to make offers through my complaint on here. If an employee is able to offer a price, that should be documented as well, yet they instead rather imply that I am making up this price instead of speaking with their employee and confirming the conversation that took place on the initial visit. Furthermore, regardless of glitches in their system, it still does not explain the aggressive lowering of price when speaking with the general manager, nor does it explain information about my car being entered onto websites days later, seemingly in an attempt to lower the car's value done by a vindictive representative of the company.
  
  Regards,
  
  ***************************