Lack of urgency and poor service from webuycars

On the 11th of January 2025 I bought a vehicle from webuycars. The vehicle was gold rated but its status changed to platinum rated on the day of collection after they had inspected it again. On the test drive, the vehicle was driving superbly and showed no signs of problems. I was very delighted with the purchase of the vehicle.

However, on my drive home the vehicle became very strange and lagged power at lower gears until eventually the engine light and service light came on. The problem from there just escalated. When I arrived home, I immediately reported the vehicle to webuycars, and I was advised to take it to an RMI approved workshop for a quotation and open a concern on the website. I was very disappointed and in disbelief with the experience especially after webuycars claimed that they did a full service on the vehicle the day prior to collection even though there were no service records as evidence.

Due to work constraints, I could not take the vehicle to a workshop for a week and the vehicle was parked at home for the duration. The following week when I had scheduled to take the vehicle to the workshop, without warning the vehicle broke down.

When contacting webuycars about the situation, they again advised me to take it to a nearby RMI approved workshop and open a concern on the website. They informed me that there is nothing they can do and their mechanism to deal with such matter is to take the vehicle to a nearby workshop for a quotation and then they will pay out the quotation.

The concern was opened and a question to them was that how am I supposed to take the vehicle to a nearby workshop if it cannot drive. It became my problem to solve and webuycars showed no empathy and responsibility to the situation. Fortunately, I had insurance that assisted me with transporting the vehicle to the workshop even though I had to pay access for the transportation.

In the following day I got a quotation from the workshop that was forwarded to webuycars. The quotation was triple the amount I was covered for from the webuycars prestige warantee package and I was informed that I had to pay the access. I refused to pay, and I asked webuycars that they come fetch the vehicle from the workshop. The agent assisting me informed me that it is a situation that is dealt with by their managers, and they would get a response soon.

Till today, I am told the same thing that it has been taken to management as a matter of urgency but still there is no response or way forward. The workshop on the other hand want to release the vehicle and it has become my responsibility to negotiate and calm them down while webuycars is yet to attend to the matter.

I am devasted by my experience and it is yet to end. I do not wish anything like this to happen to any other customer. My wishes are to expose webuycars in hopes that they will improve and respond to customers as quickly if not quicker as when customers have to purchase a vehicle from them.