ComplaintsforWheelzy LLC

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sold my car to wheelzy and my bank put a hold on the check stating that it appears to be fraudulent

  Business response

  08/12/2024

  Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience youve experienced. After further looking into your file, it appears that the hold was placed by your bank. We have reviewed this matter with our accounting manager, and on our end, the check has been successfully cashed and cleared from our account.  To assist you further, Ive emailed you proof of the check being cashed, including the date it was cleared, as provided by our bank. If you have any additional questions or concerns, please dont hesitate to reach out. We're here to help ensure this is resolved to your satisfaction.
  

  Customer response

  08/20/2024

  Everything was resolved I believe the bank was just suspicious of the check being an out of state check but it did finally clear! 

  Customer response

  08/20/2024

  Date Sent: 8/20/2024 7:48:25 AM
  Everything was resolved I believe the bank was just suspicious of the check being an out of state check but it did finally clear! 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unfortunately, I have deleted all correspondence (emails, texts, and calls) with Weelzy so I don't have exact names, dates, and numbers but I don't need them for you to understand my frustration. I do know I contacted them sometime at the very end of August or first few days of September 2023. I requested a quote to pick-up my 2006 ****** Scion TC. During that first phone call a lot of *reasonable* information was exchanged- including the location of the car. For whatever reason, I belwive I thought the offer was too low, I declined the offer. I thought my business woth Wheelzy was done. Over the next few days I was contacted several times by Wheelzy purchasing agent(s) and the quote was increased. I want to say I even turned down the next 2 quotes until they made me an offer I would be happy with. Upon finally accepting an offer, I was told, and I quote, " I would have to have the title filled out with their information and notorized before they would schedule the pick-up." They gave me details as far as what to put in the Name of Buyer and Address of Buyer sections. I rushes to my bank and had it notorized. I called Wheelzy back and was given a date and time-ish. I believe I even spoke with someone who worked with the transportion aspect. On the day, no one showed up to pick up the car, nor was I contacted. I had to call Wheelzy and this is when they informed me they did not come to my area, therefore, they could not get the car, leaving me with no money that I was now expecting and a ruined title. They could not give me an explanation of how this happened or seem to try to correct their error.

  Business response

  08/01/2024

  Hi ****, 

  I apologize for any inconvenience or frustration caused. Upon reviewing your file, it appears that on August 28th, 2023, my team received all the information about your vehicle via phone call and provided a quote of $169. This quote was based on factors such as the vehicle's year, damage, and wear and tear. During the call, you and your partner accepted this offer, and we scheduled a pickup for the following Wednesday, August 30th, 2023, to give you time to obtain the vehicle title. While coordinating with our dispatch team, the call disconnected, and we couldn't reach you to finalize the pickup arrangements. Later that day, you texted us, stating you had received a higher offer and wanted to pause the pickup, which was fine. My team then tried to contact you for more details about the higher offer to see if we could match it and keep the original schedule. From August 28th to September 6th, we sent texts, emails, and left voicemails, but received no response until September 6th at 11 AM, when you informed us that the vehicle had already been sold. After receiving this information, my team ceased further contact with you. Seeing as this occurred about a year ago at the time of this complaint, I am not sure what we can do to rectify the situation. If you do still have the vehicle and would like it to sell it, we are more than happy to assist. Again, I apologize for any inconvenience and thank you for your understanding.

  Customer response

  08/27/2024

  Hello, I apologize for the late response. I didn't realize I wouldn't receive emails after maxing out the storage on my ****** account. Nevertheless I would like to continue to pursue this if allowed. I will keep a better track of my email.

  I have read the response from Wheelzy. As I previously stated, I no longer have any of our communications because i didnt feel i had any options at that point; I honestly felt scammed. Now that they mentioned it, it could be possible I accepted the initial offer, but I do know that I declined it. I also remember the title was at my other home and my visits there are random. I do know I was never scheduled a pickup until I later agreed to a higher quote. I wonder why this information was left out of their explanation! I was told I would not be able to schedule a pickup until after the title was filled in with their information and notorized.  After accepting the offer they failed to mention, i got the title completed and that is when my pick up was scheduled.  I waited foe it to be picked up the day it was schduled and no one showed up. I then called to inquire about the no show, i thoight maybe i had the wrong day etc. But this is when i was told they didnt service my area and would not be picking up the car. Several people told me they wouod look into it and i was not contacted back by any of them. After declining the first offer they called and text continuously, I could have said the car was sold so they would stop calling, but I learned they increased the quote to something I felt better about. I still have the title with their information on it and the car. 

  Customer response

  08/27/2024

  Just to add, I had the title notorized at my bank on the Sept 5, 2023. I do remember calling Wheelzy on my way home in the car. So saying that I made no contact until the 6th or that I would tell them that the car was sold is not true. Ultimately, we came to an agreement, I did as I was instructed and got the title and had it filled put and notorized, called and received a pickup date and they never showed or followed thru with their end of the agreement. 

  Customer response

  08/27/2024

  Date Sent: 8/27/2024 5:37:27 AM
  Just to add, I had the title notorized at my bank on the Sept 5, 2023. I do remember calling Wheelzy on my way home in the car. So saying that I made no contact until the 6th or that I would tell them that the car was sold is not true. Ultimately, we came to an agreement, I did as I was instructed and got the title and had it filled put and notorized, called and received a pickup date and they never showed or followed thru with their end of the agreement. 

  Business response

  08/27/2024

  I'm sorry for the frustration and inconvenience caused. Further looking into your file, from over a year ago, it appears that we never had you scheduled on pick up with a set time frame due to the call disconnecting when we got you in touch with our dispatch team. All our calls are recording and myself along with our management have reviewed them and we have it all in recording that there was never a set time of pick up due to not getting all of the needed information with our dispatch team to finalize the scheduling process. I am so sorry for the inconvenience, but again we are not sure how we can help you further due to this being over a year ago. Since this was over a year ago, our processes and procedures have changed tremendously, if you have any other vehicles you would like to sell, please let us know and we are more than happy to help. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made the decision to call these guys to sell my Pontiac, they gave me a price which Im fine with and said theyd pick it up the next day between 8am-12 noon. 1pm comes around with no call to tell me an eta or if anyone is even coming, to my surprise when I called they said nobody is coming we will reschedule for the following morning at 9:30am following morning 9:30qm comes around still no call so I called them and once AGAIN nobody is coming so they schedule for the following day and still nobody has shown up! The customer service is horrible they say they understand what youre saying to then tell the tower a completely different story and keep pushing off the pick up date. If youre going to schedule a car for pick up dont lie about the day and time, I took days off from work to be able to be around for this and I fee theyre running around the **** sort to speak. Now I just got a text from them trying to schedule for next week! Horrible communication, horrible customer service and as for the tuck drivers I cant say anything bc I havent seen them!

  Business response

  07/18/2024

  Hey there, *****, I am truly sorry for the inconvenience and frustration youve experienced with the delays. After further reviewing your file, it appears that on July 17th, you requested a pickup for today, July 18th, between 8am - 5pm, with an hour call ahead from our driver to notify you of the specific time. It also seems you have been experiencing some phone issues, so the driver was unable to reach you by phone call but did text you as per your request with our team.
  I have just spoken with my driver, and he is currently there now picking up your vehicle. He is still within the agreed day and time window for the pickup. Ive also sent you a text to update you and check in. If there is anything further, I can help you with please let me know. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 25 I reached out to Wheelzy to sell my vehicle. I was told it would be picked up on the 28th and was then told there was no driver available. We rescheduled for the first of July. The pickup driver was three DAYS late and took the vehicle from the lot without contacting me. I have the keys and the title. The expectation is for me to mail them the title and keys and after it has been received they will mail me the check. This is unacceptable and quite honestly theft. I have still not received communication from the company regarding this issue or how they plan to resolve it.

  Business response

  07/16/2024

  Hi there ********,

  I'm so sorry for the inconvenience you excepted. I am surprised to see your complaint, since you and I spoke about this yesterday and we came to a resolution together. I apologize for the delay for in contacting you, we did have to launch an internal investigation with our tower to confirm the details of what had happened. We did find that the driver did not follow our standard pick up procedures. So, while we do usually require the title before payment, we have gone ahead an issued you the payment. We are still pending the arrival of the title in our office. If there is anything else, I can help you with please let me know! 

  Customer response

  07/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The transaction date was July 13, 2024, with an agreed payment of $1500. However, I declined Wheelzy's offer due to negative reviews found on this site and other platforms. Initially accepting their offer, I grew suspicious when Wheelzy requested a picture of a signed title before payment, which raised red flags. This prompted me to thoroughly investigate customer reviews across different platforms. Uncovering these negative reviews wasn't intuitive; it required detailed investigation.Numerous customer complaints revealed a troubling pattern of dissatisfaction. Many reviews cited discrepancies between quoted prices and actual payments upon vehicle pickup. Additionally, there were disturbing reports of customers receiving fraudulent checks.Further investigation uncovered that Wheelzy is not registered to conduct business in my state. Instead, they outsource their junk car removal services to tow companies acting as their representatives. When submitting a quote form, personal information is sent to a network of drivers who bid on vehicles. As partners, tow companies determine the price paid for each car, potentially deviating from true market value. This setup raises transparency concerns and complicates legal recourse, such as addressing issues like receiving fraudulent checks.It appears Wheelzy may disproportionately profit from individuals in lower socioeconomic situations seeking immediate financial relief, raising ethical concerns. I urge the BBB to thoroughly evaluate companies like Wheelzy operating under such models to ensure consumer protection and fair practices.These discoveries have led me to reconsider doing business with Wheelzy. Despite their positive reputation on platforms like BBB and Trustpilot, the prevalence of dissatisfied customers and questionable practices cannot be ignored.

  Business response

  07/15/2024

  Hi there,

  As a reminder we are purchasing your vehicle site on seen, it is common practice to get pictures of the title before picking up the vehicle. This way we can confirm we are able to legally transfer the vehicle out of your name without any issues. This process is for our customers protection, our drivers are not title clerks, they are not able to verify the title at the time of pick up and if the title is not signed correctly, we are legally not able to perform the title transfer. Further looking into your file, it looks like you had requested that your pickup and file be cancelled and so our team will no longer be contacting your further. If there is anything else that you need, I would be more than happy to assist you further. 

  Thank you!

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a quote from Wheelzy. For weeks I never heard from the one who would tow my car. Finally got an appointment two weeks ago for today between noon and 2. I was assured driver would contact me before showing up. I waited for hours. No call, no text and no one shows up. What a waste of my rare free time to be jerked around. I called and was told they would contact the driver and get back to me. That was an hour ago. Nothing.

  Business response

  07/08/2024

  I'm sorry for the inconvenience you've experienced. I tried to reach you via phone but wasn't able to connect. This situation is not typical of our service, and I want to resolve it for you as soon as possible. Upon reviewing your file, it appears our driver attempted to call you several times but couldn't reach you. Please give me a call back at your earliest convenience to confirm the best contact number for you, so we can schedule the pickup of your vehicle promptly. Thank you for your understanding, and I look forward to assisting you further.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told I would receive $475 for my car. The car and title were picked up on June 26 and I have not received the payment. I have called wheelzy numerous times and am repeatedly told someone will call me back with a resolution. No one has called me back or provided me with information about when I will receive payment. At this point, wheelzy has had the car and title for 10 days and I have not received payment. I am hoping this will help to resolve this issue. If I dont receive payment soon I will be forced to pursue legal action.

  Business response

  07/08/2024

  I'm sorry to hear about the delay and inconvenience you've experienced. I tried to give you a call, but I reached your voicemail, I'm sorry I missed you!  This is not normal at all, and I want to get this resolved ASAP for you. I understand your frustration, and I'm currently trying to get in contact with my team to investigate why you weren't paid at the time of pickup and to ensure that the payment is sent to you immediately. Can you please give me a call back when you can a chance so we can expedite the resolution for you! Thank you for bringing this to our attention, and I apologize again for the inconvenience this has caused.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Adwords ads paid to be portrayed as the first legitimate ****** search result when searching for "Phoenix cash for cars" make a subsequently discovered fraudulent offer to purchase cars within a price range where $580 is the lowest amount within that range. Not only was my offer of $352 nearly the exact same $350 that others offered who did not fraudulently misrepresent themselves, pictures on the main page of their website show recent vehicles purchased in ******* for $370. If these prices were all that would potentially be offered, then the range advertised should have $350 as the lower end of the price range and not and the misrepresented higher number.

  Business response

  07/03/2024

  Thank you for bringing this to our attention. We are actively working to resolve this so it doesn't happen to any future customers.  We understand your frustration and appreciate you bringing this to our attention. 
  Our advertisements show a range of potential offers because the final offer for each vehicle depends on several factors, but we are further investigating this to see why this happened.
  We appreciate your feedback and will review our advertising practices to ensure they accurately reflect the range of offers we provide. If you have any further questions or would like to discuss this matter in more detail, please don't hesitate to contact us directly. 
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sold a car to Wheelzy on June 15 2024 for $316.00.They cut me a ********** was just returned for insufficient funds.

  Business response

  06/25/2024

  I'm so sorry for the inconvenience! That is not normal at all! I am going to reach out to you now so we can get this resolved ASAP for you! 

  Customer response

  06/25/2024

  They have quickly resolved this issue. I'm actually really surprised how fast they did. 

  Customer response

  06/25/2024

  Date Sent: 6/25/2024 1:07:42 PM
  They have quickly resolved this issue. I'm actually really surprised how fast they did. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was given a offer to buy my car which was supposed to be guaranteed no hassle and promised as their direct words on their website stated. I answered all questions before the quote was given truthfully. I was never asked about a catalytic converter being original. However whenever the buyer for my car arrived he stated he did not pay me the full price and offered $130 versus $235 like I was promised. He must have not looked at the quote or assessment though because he didn't even know that my car ran or was drivable at the time of his lowball offer. Nowhere in the questions or setting in the appointment to be picked up did they mention a catalytic converter having to be original. The catalytic converter that was on there was an aftermarket OEM part which means it's same as a original part. However that doesn't even matter because they had promised a certain price and no hassle pick up however none of that happened and I was shorted an extreme amount of money. I brought this to their attention when they asked me to give them a good review however nothing was given as a resolution and in fact they just kept on arguing and trying to justify their haggling and lowball offer when I went to get the pickup done. The only reason I went with this company was because I have social anxiety and I didn't want to sit there and argue over a price whenever they came to pick it up. I in fact it took a pay cut on the car originally even with the 235 offer just because of their guarantee that the price they offered was the price they're going to pay no matter what just because of my social anxiety and it would make it that much less stressful. Instead I was low bald at the pickup despite the guarantee of not being haggled, I was basically robbed of my money because I couldn't argue because of my social anxiety and I was made to feel very uncomfortable and then to make it worse customer service arguing with me about it made me feel totally invalid and like a lesser individual.

  Business response

  06/24/2024

  I apologize for the inconvenience and frustrating experience. I'm eager to address this promptly and resolve it as soon as possible. Unfortunately, I couldn't find your account using the email or phone number provided to the BBB. Could you please provide a reference ID or another phone number associated with your account? This will help me locate your information and assist you further.

  Customer response

  06/24/2024

  This is my tower's # ************** give them a call so that they can schedule your pick up and payment time. Make sure you say you are calling from Wheelzy and give them your Reference ID *******************************. Please let us know what day you are scheduled for. Thanks! - Wheelzy

  The preceding text is copied directly from a text received from wheelzy. Includes the reference ID and tow company's contact information for dispatch. When I called the tow company phone number a woman answered that had a very hard time understanding English. The only things that were discussed were what time I wanted them to come pick it up, the address, and I reaffirmed the quote offered and how it would be paid. She needed assistance from a male individual to help to understand what I was saying. They reassured me that I would be getting the price offered online, and it would be in cash. They told me that they would be there in an hour. However the tow truck driver showed up in less than 35 minutes so I wasn't ready. I wasn't going to mention that cuz it wasn't as important but it was very frustrating and it threw me off causing me to feel bad having them wait which kind of forced me to take their offer despite them breaking the rules and their promise. 

  Customer response

  06/24/2024

   
  Complaint: 21891643
  
  I am rejecting this response because: we have not reached a resolution yet. Here is copy of a text from wheelzy which includes the reference ID and phone number for the tow company. Once I called the tow company a woman answered who didn't understand English very well at all and needed a male to interpret for her. The only thing is we discussed were what time do I want them to pick it up, I double checked that I would be getting the price that was quoted, I asked how it be paid and they told me in cash, and I asked for them to show up after an hour which they ended up showing up after about 30 minutes ******* me cuz they were sitting there waiting and it made me feel bad which forced me to feel like I needed to take their lowball offer even though I knew it wasnt supposed to happen. Also I have social anxiety that's the whole reason I used you all was because the promise of no haggling. I actually took a pay cut already by using this company just for that stress-free interaction which didn't happen. Also the tow truck driver at first had said there was no catalytic converter at all however there definitely was the catalytic converter on there. He then proceeded to tell me that the his tow truck didn't have a catalytic converter. Which I find that very hard to believe because it wasn't that loud. He said you can't tell whenever somebody doesn't have one on there because it doesn't sound any different which is a complete lie. Cuz I told him I could start it up and he can hear that it has it on there, that's when he said oh it starts up? And that was after he had already low-balled me. He didn't even know that the car was drivable whenever he offered me that lowball offer. And attempted to lie to me and say that there was no catalytic converter at all on it which I know cars I work on cars and it was very insulting just on that fact alone he tried to get away with that blatant lie. The following is the text message from the operator at wheelzy including the reference ID number and contact information for the tow truck dispatch
  This is my tower's # ************** give them a call so that they can schedule your pick up and payment time. Make sure you say you are calling from Wheelzy and give them your Reference ID *******************************. Please let us know what day you are scheduled for. Thanks! - Wheelzy
  Sincerely,
  
  *************************

  Customer response

  06/24/2024

  My phone number is incorrect on your all's info the last 4 digits should be 3560 not just 356

  Business response

  06/25/2024

  All original parts must be present on the vehicle for us to honor the offer. Unfortunately, this vehicle did not have all its original parts. We are currently reviewing this situation with our tow team and management to understand what happened. We sincerely apologize for any inconvenience and are committed to preventing this in the future.

  Customer response

  06/27/2024

  I told them it was an oem catalytic converter and they actually offered me $305 not $235

  Customer response

  06/27/2024

   
  Complaint: 21891643
  
  I am rejecting this response because: they promised a certain amount after I was 100% honest in questions and then they changed their offer at the pick up.
  
  Sincerely,
  
  *************************

  Business response

  07/01/2024

  We understand your frustration and apologize for any confusion caused regarding the offer for your vehicle. We strive to provide transparent and consistent pricing based on accurate information provided during our assessment process. Upon further review with our business development manager, we identified that the aftermarket catalytic converter on your vehicle differed from our original parts requirement, which impacted the valuation. We sincerely apologize for any miscommunication or inconvenience this may have caused. Please know that we are actively reviewing our processes to ensure clearer communication and transparency moving forward. If you have any further questions or would like to discuss this matter in detail, please feel free to reach out to us directly. We value your feedback and appreciate the opportunity to address your concerns.

  Customer response

  07/06/2024

   
  Complaint: 21891643
  
  I am rejecting this response because all these stipulations that you're claiming are the reasons they lowered the price when picking up the car we're not made known before the offer was given to me of $237. After the offer was made it should not have been changed because that is your guarantee. None of the reasons that you've provided were even mentioned before or during the questioning process that was needed to get my quote. Provided are screenshots of the process that I went through to get the quote none of the questions involved catalytic converters or aftermarket parts. Once given the quote it was supposed to be guaranteed and it was supposed to be no haggling. Not a single time in the questions/application process was in aftermarket catalytic converter or non original parts mentioned. In fact in your ads you state that you take cars that are missing parts. I was completely honest and the questions yet you all did not follow through with your guarantee. I will provide the rest of the questionnaire that is necessary to get the quote that supposed to be guaranteed I have screenshots of all of it the whole process.
  Sincerely,
  
  *************************

  Customer response

  07/06/2024

  Here are the rest of the questions that they asked when providing a quote. The quote supposed to be guaranteed there is no mention of catalytic converters or anything of the sort before they gave me a quote. Quite honestly I'm thinking about bringing them into court and doing a class action lawsuit because I know there's plenty more people that are going through the same thing I'm going through but they just gave up because it's been too difficult just to get the money that they were guaranteed so they feel it's not worth it. I attempted to call him and they reassured I was going to be called back but I never was. 

  Customer response

  07/06/2024

  All of these stipulations are not made known anywhere on their website in the fine print or anywhere online at all. It's like they're able to make up the rules as they go along how am I supposed to know that all these things are going to make them break their guarantee at pickup? If they're not written anywhere then they are not valid or reasons that they can actually use. The only thing that's actually written anywhere is that they guarantee the price at pickup. The catalytic converter thing the aftermarket part reason those are not stated anywhere at all and the questions on their website or anything before the quote was given.

  Customer response

  07/06/2024

  Have they provided any proof that at the time of my quote there was any information provided to make me aware that all of these reasons could cause a lower amount given at pickup? It is still very misleading process currently to get your quote they're offering me $305 now when I redid my quote to see if they had changed anything or maybe I had missed something that told me about all these things that would make my quote lower and maybe I had messed up but there is no such thing telling anybody of these stipulations they are just making it up as they go like I'm supposed to know all this without being told it or it being said anywhere on their website

  Business response

  07/08/2024

  I sincerely apologize if there was any part of our process you found misleading or confusing. We strive to be as transparent as possible, however, we are purchasing your car sight unseen, meaning we rely on the customer to give us the accurate conditions of a vehicle so we can make our offer. Our agents were not able to speak with you to confirm any of these conditions, and we did not receive any photos of the vehicle prior. You also did not have the title for the vehicle. With the damage to the vehicle, the parts not being original as indicated, and the missing title, we still only lowered your offer by $77. 
  
  Your file has been reviewed by multiple members of our leadership team, and given the vehicle's condition, we are not able to offer any additional payment for the vehicle as we have already purchased it at a loss, as we still wanted to get this deal done for you despite the negative conditions found at the time of pickup. Your feedback is very important to us, and I have been told that we are researching new ways to make this process clearer for our customers.    

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩