We Buy Any Car® USA Reviews 

Reply from We Buy Any Car® USA

Updated Feb 8, 2024

Hi DJ and thank you so much for choosing to sell your Subaru Forester to webuyanycar.com. We promise every customer a five-star customer service experience and are sorry to learn that we failed you. Our team is committed to making that right.

With respect to the online valuation, this is an estimate based on information you choose to share with us about the vehicle. Reviewing the information you provided on 1/2/2024 at 3:35 PM, I do see that you disclosed an earlier accident, but did not mention issues like the check engine light and traction control light. These options are available online and will be taken into account in the online estimate when disclosed by the customer.

As you note, there were multiple mechanical faults with the Subaru. Like any professional buyer, we do check the vehicle's diagnostic systems and it revealed the following issues:

P0021 "A" Camshaft Position - Timing Over-Advanced or System Performance Bank 2
P0031 HO2S Heater Control Circuit Low Bank 1 Sensor 1
P0300 Random/Multiple Cylinder Misfire Detected
P0303 Cylinder 3 Misfire Detected

The diagnostic checks we ran also revealed that the Subaru had been driven for 1,683 miles with the check engine light illuminated. We're happy to provide a copy of the reports for full transparency.

Regardless of whether you sell to webuyanycar.com, CarMax or Carvana, we all use the same diagnostic tools and will reduce the valuation if there are undisclosed faults.

We do have to take into account the overall condition of the vehicle when we make an offer and I'm pleased to see our Branch Manager was able to work with the team at corporate to get you an offer you were happy to accept. We operate a zero-pressure policy and our team is careful to ensure every customer is happy with the offer before cutting a check.

The condition of the vehicle is beyond our control, but the customer service experience is totally on us and clearly we fell short of our own standards here. That is not acceptable. Thank you for taking the time to speak with Area Manager, Joe. We appreciate your feedback and have made some changes to our communication process.

We remain committed to giving you the 5-star treatment. If there is anything else we can do please don’t hesitate to call Joe or email our customer experience team directly at customerfeedback@webuyanycarusa.com.

Warmest regards,

Kevin, on behalf of webuyanycar.com

Reply from We Buy Any Car® USA

Updated Jan 30, 2024

Hi Clark,

Thanks for taking the time to leave a review. We appreciate your business and for alerting us to your dissatisfaction. We take customer service seriously and would love the opportunity to speak with you directly and address your concerns.

Just like Carmax, we price vehicles based on their condition. We’re not worried about normal wear and tear but big-ticket items that can impact a vehicle’s mechanical, structural and safety components. In the automotive industry you’re going to have slight variations in vehicle appraisals from one person to the next. This is normal for anyone appraising anything, from cars, to boats, and even houses. Appraising the same vehicle within a few hundred dollars of Carmax isn’t that far off, and without having access to their inspection report, it’s quite possible Carmax missed something during their inspection.

Still customer service is our top priority and if we can go back to our corporate pricing team to try and stretch our offer to make a customer happy, we’ll do everything within our power to make that happen. We’re glad we could match their offer and get you an amount you were happy to accept.

While it is true we do use AI technology to inspect a vehicle, this is quite common in 2023. There are plenty of vehicle buyers using technology to aid in pricing a vehicle. We Buy Any Car is transparent about our process and may be the only one who disclosed this to you. Regardless, AI technology is there to aid our Branch Managers, we still heavily rely on our vehicle buyers and what they see, hear, and smell. Our Branch Managers inspect hundreds of cars and are experts at identifying issues with a vehicle’s engine. If we discover issues, we always have to take them into account when pricing a vehicle.

Unlike the other guys, webuyanycar.com invites you to join us during our inspection process so you can see what we see, it’s all part of our commitment to transparency. We’re not here to shake the loose change from our customer’s pockets but we have to be fair with the condition of the vehicle.

We appreciate you taking the time to speak with Area Manager, Patrick. He reports the conversation was pleasant and productive. We're thrilled we could connect directly, listen to your concerns, and try to restore your faith in our service. If there is anything else we can do, please don't hesitate to call Area Manager, Patrick or email our customer experience team directly at customerfeedback@webuyanycarusa.com.

Kind Regards,
Kevin, on behalf of webuyanycar.com

Reply from We Buy Any Car® USA

Updated Dec 13, 2023

Hi Don,

Thanks for leaving a review and letting us know about your feedback. We take customer service seriously and would love the opportunity to address your concerns.

We Buy Any Car does pay customers the amount they see online but our online valuation tool is based off the limited information we receive from customers. It’s not a firm offer to buy any vehicle, and we reserve the right to adjust our valuation.

Like any reputable buyer we price vehicles based on condition, we’re not worried about normal wear and tear, but we do have to take any mechanical, structural, or safety issues into account when making our firm offer.

We can’t speak about Carmax and their inspection of your vehicle, we have no idea what they may or may not have identified. However, we believe in complete transparency, it’s why we take detailed notes, photos, and videos of every vehicle we inspect. Thank you for taking the time to speak with Area Manager, Matthew. He reported it was a productive conversation, I am glad we were able to communicate and listen to your concerns.

Our leadership team reviewed your appointment, and we regret we were unable to contact you prior to your arrival in branch. We always attempt a confirmation call so we can get more information about the vehicle as well as explain our process and answer any questions customers may have prior to arriving for their appointment.

Looking at the notes from your appointment the vehicle was indeed in an accident back in April 2023, left rear impact with another vehicle. This is publicly available information on third-party vehicle history reports like CARFAX and Experian, and when we discovered this, we had to adjust the amount we could pay. We Buy Any Car must declare this and make accident history known to the next buyer which unfortunately diminishes a vehicle’s value.

We can, have, and do offer competitive pricing on a variety of makes and models. It’s why we have served over 500,000 customers and earned a 5-star customer satisfaction rating on Trustpilot.

We’re sorry we couldn’t meet your expectations on price but remain committed to giving you a positive outcome. If there is anything else we can do, please feel free to call Area Manager, Matthew or email our customer experience team directly at customerfeedback@webuyanycarusa.com.

Kind Regards,
Kevin, on behalf of webuyanycar.com

Reply from We Buy Any Car® USA

Oct 26, 2023

Hello John,

We're truly appreciative of your feedback. It's fundamental for us to provide an honest, transparent, and straightforward service to our customers. We're pleased to know that you found our pricing fair and the process efficient. Our team always aims to put our customers first, ensuring a pleasant experience from start to finish. Thank you for choosing us, and we're here whenever you need us in the future.

Warm regards,
Nazel, on behalf of webuyanycar.com

Reply from We Buy Any Car® USA

Updated Nov 21, 2023

Hi Alan,

Thank you for taking the time to alert us to your feedback. We strive to offer every customer 5-star service and we’re sorry we couldn’t earn your positive review. Communication and transparency are at the heart of everything we do, that’s why we’ve earned a 4.9 rating from almost 50,000 genuine customer reviews.

We maintain comprehensive records, including detailed notes and photographs, of the entire appraisal process, starting from the moment a customer requests their initial online valuation estimate. A member of our leadership team examined the online activity, listened to the recorded calls, and reviewed the inspection notes. Our records indicate that during the online valuation, you chose to use our drop-down menus to tell us about the year, make, and model of your car, the VIN was not disclosed online.

It is normal practice for Branch Managers to request the VIN during the pre-appointment confirmation call so we can research further into the vehicle and alert customers to any issues prior to traveling to our offices. Unfortunately, the appointment was booked online about 10 minutes prior to the start of the appointment. This did not leave adequate time to perform the pre-appointment phone call and run the VIN on the vehicle.

We do accept walk-ins and are happy to book immediate appointments, however, occasionally this creates a situation where the information provided to us online does not accurately reflect the vehicle that arrives at the branch. Regrettably, that is what occurred in this instance as the trim level entered online was the 2.4L 2LT version of the Chevy Equinox, and when we decoded the VIN it was actually the less desirable LS version. This negatively impacted what we could offer for the vehicle.

We appreciate you taking the time to speak with Area Manager, Nicholas. We hope he was able to listen to your concerns, address your feedback, and restore your faith in our service. We’re sorry we couldn’t meet your expectations on price, but we remain committed to giving you the positive outcome you deserve, If there is anything else we can do, please don’t hesitate to reach out to Area Manager, Nicholas or email our customer experience team directly at customerfeedback@webuyanycarusa.com.

Kind Regards,
Kevin, on behalf of webuyanycar.com