Professional Vehicle Check, But Admin Handling Needs Serious Improvement

On the positive side, dealing with Heinrich was an absolute pleasure. His honest, professional, and friendly manner made the vehicle check a smooth and reassuring process. Later, Rial, who collected the car, also handled everything respectfully and efficiently. Both deserve credit for their excellent service.

However, the administrative side of the transaction was frustrating and unnecessarily time-consuming. When finalising paperwork with Rowan, we were told after signing everything that the Natis certificate I had supp**** (the same one I’d had since purchasing the vehicle 18 years ago) was apparently not the latest. This came as a surprise, but we followed instructions and went to the traffic department the next morning to obtain a new copy. The certificate we were given had faint printing, but the traffic department confirmed it was valid and scannable.

Despite this, there was confusion and repeated back-and-forth. While at the traffic department awaiting confirmation of the barcode scanning process, Rowan initially told us payment could go ahead and he’d arrange for the collection of the vehicle, only to later reverse this and say the system would not accept the barcode. His colleagues were sent to our home to collect the car while the payment issue was still unresolved. After much delay, Heinrich stepped in again, liaised internally, and managed to resolve the matter so that payment was finally made.

The difficulty we faced was not in complying with the requirements, but in the lack of clear, consistent communication. On two occasions, Rowan confirmed that payment was being made, only for the message to change later. This created unnecessary stress, wasted time, and caused us to lose confidence in his assurances.

In summary: huge praise to Heinrich and Rial for their professionalism, but the administrative handling by Rowan caused significant frustration. I would suggest that WeBuyCars ensure better training and clearer communication in this area so that customers are only given final confirmation once everything is genuinely in place.

The reason I rated only two stars is that the wasted time and unnecessary frustration overshadowed what began as a very positive experience.