I sold my 1995 BMW to CAROFFER.COM. This is not about the sale price. It's about the terrible customer experience from the time the transaction left the hands of my "sales" rep.
The transaction was a complete disaster from the time it was handed it off from the sales rep.
On a Friday in May 2008 I agreed to sell my vehicle to Caroffer.com. The car was unregistered so Caroffer.com agreed to arrange to tow the vehicle the next morning (Saturday). The car was picked up at my residence for transport to a Pep Boys location thirty-three miles away. I was told to give the Pep Boys some time to inspect the car. We agreed that I should be at the Pep Boys no earlier than 10:00 a.m. I showed up two hours AFTER the so-called customer service team advised me to be at the Pep Boys and over three hours after the vehicle left my residence thirty-three miles from the Pep Boys location. When I arrived at Pep Boys they told me the car had “just arrived” and it would be at least three hours. (!!!!) When I called the so-called customer service line they (Roland) told me that it would be one hour, max. At the forty-five minute mark the Pep Boys team told me they were done. At the one hour fifteen minute mark I called their so-called customer service line. (Matthew) said they didn’t have the vehicle report yet. Thirty minutes later Pep Boys confirmed that it was sent the first time but their so-called customer service team hadn’t “refreshed” their system. Twenty minutes later their so-called customer service line told me the final paperwork was transmitted to Pep Boys. The Pep Boys manager said the offer came through at 50% of the agreed price and it would be at least thirty more minutes until the“IT” people completed trouble-shooting. At this point their so-called customer service line stopped answering inbound calls. Forty minutes later Pep Boys had the full offer paperwork. It took fifteen minutes to sign and wrap up.
It in fact took three hours, despite the fact the Caroffer.com so-called customer service line told me that everything would be all set when I got to Pep Boys.
So:
- The CarOffer.com tow vendor took 2 1/2 hours to transport my vehicle thirty-three miles; I drove the exact same thirty-three miles in forty-five minutes. Interestingly, I called the tow vendor and they denied it took so long. So either the tow vendor is a liar or the inbound processing vendor (Pep Boys) is staffed with liars.
- The Caroffer.com customer service line assured me over the course of three days and no less than five phone calls that everything would be in order at Pep Boys. It was not.
- The Caroffer.com so-called customer service line lied to me that it would be an hour once the magnitude of the disaster became known.
- The Caroffer.com so-called customer service line is technically incompetent, unable to “refresh” some computer system.
- The Caroffer.com so-called customer service line is unprofessional for ignoring my inbound calls.
I instructed the Caroffer.com so-called customer service line to find my sales rep and resolve this. They said he wasn't working on that particular day and thus unavailable.
I am on fire and just getting warmed up.
