Ignored by Customer Service and Told to Pay for their Mistake despite Purchase Agreement

I am beyond disappointed with this business. I purchased a car from them which runs beautifully; no complaints there. However, included in the quote was the replacement of the windscreen for roadworthy. However, when we went to collect the car, we noticed there was no rubber between the car and the new windscreen. We inquired about this with the salesman who had been showing signs of just wanting to get his commission asap and kept telling us no other cars in our make have it. We signed the papers but pushed back, saying we want the rubber as we KNOW our make and model of car has it, as our family members have the same one and theirs has the rubber seal, which is obviously important. He went as far as trying to prove to us it’s not necessary in a video call where he showed other cars in that make. My husband pointed out that he could see the rubber in the video, so the salesman changes tactics and says “Oh let me show you another car, I’m too short to get the angle right”. Eventually, he told us that we’d have to have it put in at our own expense, despite the windscreen replacement being part of the original quote. So I contacted support, who was very quick to get back to me within a few days; however, after explaining the situation on the phone, the agent said she would speak to the salesman and call me straight back. She didn’t. I followed up via the original email thread… no response. I reached out 2-3 times on WhatsApp asking for a follow up and was told each time that the agent has been contacted and the ticket escalated… still nothing. It’s been weeks and I’m furious. I want my windscreen fixed and I want someone at WeBuyCars to have the decency to call me back and keep me updated. Even the buying experience with the salesman was not great; with him going as far as insulting us about ‘not having to work while people like him have to’ when we were signing the papers, even though we do work, he just misunderstood what digital nomading meant. But even if I was some rich kid, which I’m not, you don’t insult your customers like that; and trust me it wasn’t said in a nice way. How could get financing if we didn’t work? He then went on to sign his share of the papers on our car’s bonnet, with his metal bracelet clanging against it and the ink messing all over the paintwork as he turned the pages. I asked him what one of the clauses meant before signing as I didn’t understand and he just responded with “Just sign there” and pointed at the dotted line; like I was wasting his time. The entire interaction made me feel like he had 1,000 other customers and he just wanted to get us out the way. As it was our first time buying a car, my husband asked questions like “What if we’re in a different town and it breaks down, do we have recourse, etc.” and instead of simply answering and helping him understand, he started complaining about why do people look at the negative in life and expect the worst? Why can’t people expect positive outcomes… I’d like to know what that has to do with business? It’s a legitimate question to ask how the purchase agreement works. I will give him his due and say that he claims to have come in on his off day to help us, but again – he might as well have been elsewhere, because his focus was all over the place. Personally, I feel like there are too few salesman at that branch and there’s too much business; he looked overworked and exhausted and as annoying as it was feeling like he just wanted to get this sale done and dusted, he sounded like he was juggling 101 other things. So yes, I wasn’t even going to post a review about the poor salesmanship and let it slide; but when they went as far as purposefully ignoring my messages when it came to forcing me to pay for something they were supposed to take care of in the purchase agreement, that was the last straw. So you can thank your customer care department for this review. PS – it’s always possible you tried to call and I didn’t pick up – I get a ton of spam calls on a daily basis – but there’s nothing wrong with my email address, which you’ve used before when you couldn’t get hold of me. But there’s no follow up or response in my inbox; and even if we happen to be wrong and for some bizarre reason ours is the only make and model that doesn’t require that rubber despite us seeing others with it, all you had to do was phone or email. That’s all – and this whole thing could have been avoided.