Absolutely terrible Customer Service from We Buy Cars, NO CONCERN FOR THE CUSTOMER WHAT SO EVER, DO NOT BUY ANYTHING FROM ANY OF THEIR BRANCHES!!

I purchased a vehicle from We Buy Cars - Richmond Branch on the 7th January 2023 which was a Saturday, I purchased the vehicle based on their Dekra report with 2 known issues listed below

DME: VALVETRONIC SERVOMOTOR ACTIVATION DME: VALVETRONIC, POWER LIMITATION

Document no - 10VEIABO1093 / Stock no - ***

I drove the vehicle home and parked it, I did not drive the vehicle because I wanted to get it re-evaluated before using it.

I took the vehicle on Monday the 9th January 2023 to an independent workshop and following the diagnostics which now reported the below list of unknown issues that was not initially listed on We Buy Car's Dekra report.

VALVETRONIC SERVOMOTOR ACTIVATION - Listed on Dekra VALVETRONIC POWER LIMITATION - Listed on Dekra

DIFFERENTIAL-PRESSURE SENSOR, INTAKE MANIFOLD SIGNAL - NOT listed on Dekra OXYGEN SENSOR BEFORE CATALYTIC CONVERTER - NOT listed on Dekra THERMAL OIL-LEVEL SENSOR - - NOT listed on Dekra VALVETRONIC ECCENTRIC SHAFT SENSOR - - NOT listed on Dekra VALVETRONIC SERVOMOTOR, SLUGGISH MOVEMENT - - NOT listed on Dekra GENERATOR COMMUNICATION - - NOT listed on Dekra

CAR HAS NOW GONE INTO LIMP MODE AND IS UNDRIVEABLE!

I immediately contacted We Buy Cars and was informed to log a concern via the website which I did, I logged multiple concerns, all listed below.

Concern no 1 - 34747 Concern no 2 - 34823 Concern no 3 - 34824 Concern no 4 - 35059

It was over the promised 24hrs window after responding to the concern logged emails that I eventually got a response from Cheryl Chetty (Customer Care Agent) who then had arranged for a company to collect the vehicle to have it assessed by one of We Buy Cars authorised repair workshops - ProTech Auto Services in Montague Gardens in Western Cape.

The Instruction from Cheryl was that I must not drive the vehicle due to the issues and also that the Vehicle was now in Limp Mode, however when the collection guys arrived, they arrived with no space on the tow bed and decided to drive the vehicle after being instructed not to do so. If you need to collect a vehicle on a tow bed, how do you arrive to tow the vehicle without sufficient space to load the vehicle???

Vehicle was dropped off and I never heard anything back for a few days from either We Buy Cars nor from ProTech Auto Services, however it was We Buy Cars responsibility to stay in contact, not the contractor’s responsibility.

I continued to email Cheryl which after a few days I got a response that she is following up but has not had any response from her which I then decided to email ProTech Auto Services on the 12th January 2023 myself and was informed the following, this is the exact word from Sheree at ProTech - I emailed Cheryl earlier to ask her what exactly we must check and she never got back to me. Her contact number was not on her email either.

So I provided Sheree from ProTech Auto Services with the list of issues based on the independent workshop I visited and she advised that they will start with the assessment of the vehicle to get a quote on the repairs needed on the vehicle. Again, time wasted and more delay caused by We Buy Cars...

I then followed up with Sheree on the 13th January 2023 because I have not heard anything back from Cheryl Chetty either, my next response from Cheryl Chetty @ We Buy Cars was on the 16th January after I first had to email her first which stated – “I will advise later on today” (sent at 09:42am). I have now been without a car since the 7th January with very limited feedback from We Buy Cars, I was absolutely disgusted with the lack of real customer care! I had to respond to Cheryl Chetty 3 times once at 09:43, then again at 15:38 and then again at 15:53 whereby Cheryl did respond at 15:53 to say that she contacted the workshop and that they can only provide a quote for the repair work on the 17th January 2023 whereby only then can Cheryl Chetty forward it onto her management for what I initially asked for on the 9th January - A REFUND for a fully paid for vehicle which failed to drive on the first day that I actually drove it for an independent diagnostics, absolutely disgusted with We Buy Cars, all in to be honest!!

No concern with their customer what so ever, do not be fooled by any of these people at We Buy Cars, they put on a nice smile only to get the sale, once the vehicle is sold they could not care less about you, trust, this is detailed first-hand accounts, be warned!!

So the 17th January arrived, I emailed ProTech and I also emailed Cheryl Chetty at We Buy Cars, Cheryl advised me that she did already issue a REFUND REQUEST with management, but has not heard anything back from them, the REFUND REQUEST was requested a few days ago, but I have no idea if it actually was or not?

So, seems like the Management at We Buy Cars also does not give a damn about the customers, well no surprise really! Leaving the innocent customer who bought a vehicle under false pretences by a false Dekra report. I am now spending more money on Uber rides which I informed Cheryl about.

So the 17th January we start with communication again, I email Cheryl Chetty at 07:37 in excitement that hopefully today we can get an answer on my REFUND request, Cheryl Chetty responded surprisingly early at 08:22 to say – “I will update you”

As one would expect with the experience so far, I emailed Cheryl Chetty at 08:37 to say - Noted with thanks

I heard nothing back for the rest of the morning, so I emailed Cheryl Chetty again at 14:00 politely and said -

“Hi Cheryl,

Hope your day is going great so far.

Has there been any feedback on the vehicle yet?”

I got no feedback as I had expected, so I left it for a while and emailed again at 16:38, now slightly annoyed and asked for any feedback, yet again.

Cheryl Chetty responded at 16:43 and said only the following.

“I did summit your refund request; I'm still awaiting approval.”

Note, no feedback on the quote, the progress of the car, nothing else.

So I then emailed Sheree at ProTech Auto and asked her if she can possibly advise on any update or progress on the vehicle because I need to get this car issue sorted out ASAP, emailed Sheree at 11:55am, I heard nothing back, so I emailed Sheree again at 14:54 to be informed that they are still busy with the assessment and that THERE IS A LOT WRONG WITH THE CAR.

I thanked Sheree for her feedback and immediately forwarded it to Cheryl Chetty to try to speed up the REFUND on the vehicle, but she did not respond directly to this and failed to respond on the feedback from Sheree at ProTech Auto, not surprised, but disappointed especially because I work a 7am to 7pm job, but feels like I need to do the work of We Buy Cars alongside my own job, absolute nonsense!!

As I mentioned I got no direct response from Cheryl Chetty on the feedback from ProTech Auto, so I emailed Cheryl Chetty the following on the 17th January 2023 at 16:43 – “Seeming that I cannot rely on We Buy Cars for anything anymore, I reached out to the guys at Pro Tech Auto and they have informed me that they are still busy with the assessment but they have also informed me that THERE IS A LOT WRONG WITH THE CAR. Can you either kindly forward me anyone in management's email or start to include them in on the emails, I have not stated enough that I NEED ASSISTANCE TO GET THIS GOING FORWARD, NOT BACKWARDS.”

Cheryl Chetty failed to respond, surprise, surprise!! So I emailed her again at 17:04 on the 17th January and asked her – “Sorry, is the issue then with the management at We Buy Cars, please kindly let me know?”

Cheryl Chetty responded to my emails on the 17th January 2023 at 17:07 and her response was the following – “Yes, I'm waiting for feedback from management”

I had previously on multiple occasions asked Cheryl Chetty for a management email address so I can try to get this resolved with them directly, having Cheryl Chetty as the “middle man” was proving to be challenging on its own, however, I am still waiting on an email address of someone in management and I am sure that I will not get it, even if I did, I can only assume the outcome and feedback would be much worse!!

This is my story so far on my regretful purchase at We Buy Cars on the 7th January 2023, it is now 10 days later and it seems like the management at We Buy Cars does not know what the management role is about and also does not know about Customer Satisfaction, be aware people, save yourself the hassle and buy a car from a Reputable Seller if you want a hassle free experience and do not want to go through this nightmare, I promise you it is not worth the hassle, take it from someone first hand!!

The saga continues and I will update this feed once I know what is happening, right now I have absolutely no idea because nobody can give me an answer.

SAVE YOURSELF THE TIME AND HASSLE, BUY PRIVATELY OR FROM A GOOD REPUTABLE COMPANY - DO NOT WASTE YOUR TIME WITH WE BUY CARS, ABSOLUTELY *******.