We Buy Any Car® USA - Glen Burnie, MD Avaliações 

Resposta da We Buy Any Car® USA - Glen Burnie, MD

Atualizado em 8 de jan. de 2025

Hi Christopher and thank you for choosing webuyanycar.com to sell your Hyundai Sonata. You have many options when selling a used vehicle and we are thankful that you chose to sell the car to us above all other options.

Unfortunately, the car was not in the great shape you describe. Although it presented well cosmetically, it was in poor shape mechanically and was found to be unsafe to drive after 240,000 miles of operation.

As part of our physical and mechanical checks, we run OBD2 diagnostic checks on the vehicle's diagnostic computer. This tells us about faults the vehicle detected. We're happy to provide a copy of the report which reported the following issues with the Hyundai:

P0036 - O2 Sensor Heater - Heater Control Circuit (Bank 1 / Sensor 2)
C1513 - Brake Switch Error
B1346 - Driver Front Airbag - Resistance too High or Open
B1481 - 2nd Stage Driver Airbag Resistance too High
C1126 - Undervoltage
C1662 - Sensor Autolearn Incomplete
C1313 - Front Right Sensor RF Channel Failure
C1314 - Rear Left Sensor RF Channel Failure
C1315 - Rear Right Sensor RF Channel Failure

You disclosed to our appraiser before the test drive there was a strange noise coming from the car. Our appraiser did invite you, per our process, to accompany them on the test drive and you declined. From our own notes relating to the test drive, the appraiser noted: "the car was making a noise like rocks were knocking around underneath". On closer inspection afterwards, a pre-existing issue with the lug nuts was found and the car was confirmed as unsafe to drive.

The test drive we perform is a basic check of the vehicle to make sure there are no issues with the engine, transmission, or braking systems. Nothing we do could cause lug nuts to spontaneously sheer. We test drive thousands of cars every week and this simply does not happen.

As you note, you had been considering junking the car and we have agreed to match the junk value as a gesture of goodwill. This erases any margin we have in the deal, and we understood this would give you the positive outcome we strive to give every customer. As you can see from feedback provided by other customers, we are highly regarded for our service, and it is important to us that you are a happy customer.

We did speak to the owner of the car, who was with you during the sale, and she has always said that she is happy with the service our team provided. We're very keen to understand where the disconnect lies and to conclude this matter in a positive way. We'll reach out again to speak with them to clarify.

Warmest regards,

Jeremy, on behalf of webuyanycar.com

Resposta da We Buy Any Car® USA - Glen Burnie, MD

Atualizado em 20 de nov. de 2024

Update 11/20/24

We have tried several times over the past few weeks to reach you on the phone. Unfortunately we've been unable to get through. We have left several voicemails in an attempt to get in touch with you and address your concerns.

Unfortunately, we have exhausted all options. We 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
 
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Thank you for choosing webuyanycar.com to sell your Hyundai Sonata and for responding to our invitation to rate the customer service experience provided by our team. We are famous for giving every customer a five-star experience and we're sorry to hear that we let you down. I have escalated your comments to the local Area Manager who will be reaching out to you shortly to understand how we could have done better to meet your expectations.

Honesty, integrity, and transparency are core principles for our team which is why you were invited to be present while we appraised your car. We don't care about minor issues and fair wear and tear, but our team is trained to identify more serious issues and explain any problem which might affect the value we are able to offer.

We hate surprises as much as you do which is why we provide tools online for you to tell us about any issues with the vehicle. I see that when you valued the Hyundai on 8/29, and twice on 9/3, it was disclosed that the car had no physical or mechanical issues, but the Hyundai was towed to our location and needed to be jumped to get it started.

During our appraisal, our appraiser, and AI-powered engine noise detection tool both picked up on abnormal engine noise. We ran an OBD2 diagnostic report on the car, but this was inconclusive as diagnostics had recently been reset. There was some damage to the exterior to the vehicle which will have been pointed out to you by our professional appraiser, but the engine noise was the big concern.

Despite these issues, I'm pleased to see we were able to make an offer close to the online estimate which you were happy to accept, and we'd love to know how we could have handled this better.

While we can't discuss the particulars of another customer's truck, we operate a zero-pressure policy and regularly welcome walk-in appraisals. It is very common for a customer to stop by and get their vehicle appraised then come back later to complete the sale. We encourage our customers to shop around to get the best price.

We are keen to address any and all concerns you may have and restore your faith in the team at webuyanycar.com. Area Manager Matt will be in contact with you over the next few days. We appreciate the heads up that you are unhappy with the customer service you received, and we're appreciative of the opportunity to make it right.

Warmest regards,

Jeremy, on behalf of webuyanycar.com