Best price guarantee - ignored
Discussion
Not sure if I'm allowed to name names?..... I recently got a quote for selling my car from a big company with annoying radio jingles which promise to buy any car.
The quote was better than expected, and indeed better than any of their competitors by a couple of thousand pounds.
I went along to let them inspect my car - they only took a couple of hundred off for a stone chip and kerb mark... I was still happy with the offered price.
One of their competitors, a large national dealer group, say "We Guarantee to Pay You More for Your Car." and even go on to say "We even guarantee to pay you more than NamelessCompanyWhoBuysAnyCar.com's online valuation."
They don't tell you over the phone how much they will beat it by... So I had to go to an appointment, which was awkward as they're not local. They kept me waiting for 2 hours (the other place only took 10 mins) while they looked over the car and called their quotes team.
The end result was that they couldn't even get within £2,000 of the other company's quote.
I reminded them that they guarantee to beat the other company's price... Their response was "the other company has probably made a mistake and will not really give you that price once they see your car".
They had already seen my car at that point, and offered me the quoted price (minus a couple of hundred for chips, etc).
I went back to the other place and concluded the sale. They actually gave me more than previously quoted as they couldn't find one of the stone chips the second time.
I'm pissed off at having so much of my time wasted, and the blatant lie about beating the other company's quote! Is there anything I can do?
The quote was better than expected, and indeed better than any of their competitors by a couple of thousand pounds.
I went along to let them inspect my car - they only took a couple of hundred off for a stone chip and kerb mark... I was still happy with the offered price.
One of their competitors, a large national dealer group, say "We Guarantee to Pay You More for Your Car." and even go on to say "We even guarantee to pay you more than NamelessCompanyWhoBuysAnyCar.com's online valuation."
They don't tell you over the phone how much they will beat it by... So I had to go to an appointment, which was awkward as they're not local. They kept me waiting for 2 hours (the other place only took 10 mins) while they looked over the car and called their quotes team.
The end result was that they couldn't even get within £2,000 of the other company's quote.
I reminded them that they guarantee to beat the other company's price... Their response was "the other company has probably made a mistake and will not really give you that price once they see your car".
They had already seen my car at that point, and offered me the quoted price (minus a couple of hundred for chips, etc).
I went back to the other place and concluded the sale. They actually gave me more than previously quoted as they couldn't find one of the stone chips the second time.
I'm pissed off at having so much of my time wasted, and the blatant lie about beating the other company's quote! Is there anything I can do?
Edited by a on Tuesday 4th July 10:18
Durzel said:
Well, what are you looking for to ease your suffering? Financial compensation? A massage?
Bizarre response.I'd be happy if they removed the bit from their website that says they'll beat the other company's quotes, so other people don't have their time wasted like me.
I doubt they'll take much action if I email them asking them to do that, so I'm looking for advice on what to do. Is this the kind of thing the Advertising Standards Authority deal with?
I quickly skimmed EH's website (I assume this is who you are referring to) and can't find any obvious exclusions in the T&Cs, so yes strictly speaking they are not honouring their own terms.
My flippant comment really was that unless your time has little worth I'd be inclined to just think "they're a bunch of t
ts" and move on with your life. You could write to the ASA, or Trading Standards, but I don't imagine it would be completely effortless to progress it.
The alternative low-energy option is to write appropriate reviews on their Google, Facebook, etc listings.
My flippant comment really was that unless your time has little worth I'd be inclined to just think "they're a bunch of t
ts" and move on with your life. You could write to the ASA, or Trading Standards, but I don't imagine it would be completely effortless to progress it. The alternative low-energy option is to write appropriate reviews on their Google, Facebook, etc listings.
I agree with Durzel. If all you're prepared to do is post on a forum about it you'll receive nothing but sympathy or piss taking. If you feel really strongly about it, contact the company and/or the ASA and make a formal complaint, otherwise, what's the point?
BTW - the ASA does have 'teeth'. I once complained about a false statement in a BMW advert. My complaint was upheld, the advert was changed.
BTW - the ASA does have 'teeth'. I once complained about a false statement in a BMW advert. My complaint was upheld, the advert was changed.
I think OP is well justified in having a moan.
Yes, it won't get him far but nevertheless...
The same thing happened to a friend of mine. There wasn't thousands between the 2 prices in his case but they just point blank refused to communicate any further with him after the initial 'it must be a mistake' even after he'd concluded his deal with the other outfit, just as in OP's case.
Yes, it won't get him far but nevertheless...
The same thing happened to a friend of mine. There wasn't thousands between the 2 prices in his case but they just point blank refused to communicate any further with him after the initial 'it must be a mistake' even after he'd concluded his deal with the other outfit, just as in OP's case.
I've come across this personally with similar "beat any price" promises; happens every time with tyres especially. They just come up with a quote that's miles out and stand there looking stupid as if you should accept it - or just say "sorry, mate, can't do them for that much".
Next time I might make a point about their so-called price promise.
Next time I might make a point about their so-called price promise.
a said:
Durzel said:
Well, what are you looking for to ease your suffering? Financial compensation? A massage?
Bizarre response.I'd be happy if they removed the bit from their website that says they'll beat the other company's quotes, so other people don't have their time wasted like me.
I doubt they'll take much action if I email them asking them to do that, so I'm looking for advice on what to do. Is this the kind of thing the Advertising Standards Authority deal with?
If they can't back up their claims, then they should not be advertising they can.
I often wondered about "false" promises in adverts. There's a radio add at the moment for and insurer trying to attract drivers with an unfortunate history, whose big sales pitch says "we don't judge you for your past mistakes".
Really? Does that mean they charge no extra for accidents or convictions, because if they do charge extra, they are judging you.
Really? Does that mean they charge no extra for accidents or convictions, because if they do charge extra, they are judging you.
Dog Star said:
I've come across this personally with similar "beat any price" promises; happens every time with tyres especially. They just come up with a quote that's miles out and stand there looking stupid as if you should accept it - or just say "sorry, mate, can't do them for that much".
Next time I might make a point about their so-called price promise.
Wasting your breath. They have no legal obligation to honor the price. Next time I might make a point about their so-called price promise.
OP, I understand the issue, but having a whine about it here won't help :-)
An interesting question is raised - what do you want?
If you wanted the most money for your car, you should have sold it privately?
TwigtheWonderkid said:
I often wondered about "false" promises in adverts. There's a radio add at the moment for and insurer trying to attract drivers with an unfortunate history, whose big sales pitch says "we don't judge you for your past mistakes".
Really? Does that mean they charge no extra for accidents or convictions, because if they do charge extra, they are judging you.
I understand where you are coming from. I think you can get away with "not judging" as a tag line as it's a meaningless, subjective statement. They price you on risk, but they won't shake their head and tut while they do it.Really? Does that mean they charge no extra for accidents or convictions, because if they do charge extra, they are judging you.
Guaranteeing to pay more than WBAC online quote is a very explicit, easily falsifiable statement.
OP shop them to the ASA.
xjay1337 said:
They have no legal obligation to honor the price.
No they don't, but shouldn't advertise as such, if they don't intend to.As much as it isn't breaching the law, it is breaching regulatory requirements.
"We'll try our best to beat a quote" is vastly different to "guaranteeing to beat a quote".
Edit: Though I'd be massively surprised if they don't have some Teflon coated T&Cs somewhere.
Edited by xxChrisxx on Tuesday 4th July 13:03
xxChrisxx said:
TwigtheWonderkid said:
I often wondered about "false" promises in adverts. There's a radio add at the moment for and insurer trying to attract drivers with an unfortunate history, whose big sales pitch says "we don't judge you for your past mistakes".
Really? Does that mean they charge no extra for accidents or convictions, because if they do charge extra, they are judging you.
I understand where you are coming from. I think you can get away with "not judging" as a tag line as it's a meaningless, subjective statement. They price you on risk, but they won't shake their head and tut while they do it.Really? Does that mean they charge no extra for accidents or convictions, because if they do charge extra, they are judging you.
TwigtheWonderkid said:
In order to price on risk, they have to make judgements about you and what you're likely to do in the future. That's how insurance works, they make judgements. I don't see how any insurer can use the tagline "we won't judge you" unless they charge a flat rate for everyone! And if they did that, they'd get all the business of those who should pay above the flat rate, and none of the business for those who should below the flat rate. And then they'd go bust!
Though assessment and judgement are synonyms. Judgement carries the connotation of being disapproving and critical. Evaluation carries the connotation of determining though objective criteria. So it can be argued in the context of providing an insurance quote that assessment and evaluation != judgement.I don't really have any opinion if it's right or not. Just why ASA wouldn't have an issue with it.
I understand your frustration.
Lets say they messed you about for 2 hours and then offered you 1p more than the other place.
You would still be rightly miffed but they would have kept their "promise"
Once you are at a place and they start messing you about, walk, don't waste any more of your time.
A quick search of the internet reveals the rights and wrongs of these companies, make your choice themn
Lets say they messed you about for 2 hours and then offered you 1p more than the other place.
You would still be rightly miffed but they would have kept their "promise"
Once you are at a place and they start messing you about, walk, don't waste any more of your time.
A quick search of the internet reveals the rights and wrongs of these companies, make your choice themn
Durzel said:
I quickly skimmed EH's website (I assume this is who you are referring to) and can't find any obvious exclusions in the T&Cs, so yes strictly speaking they are not honouring their own terms.
Not sure where you looked, but their likely get-out-of-jail-free card is here - http://www.evanshalshaw.com/sell-your-car/guarante...website said:
Guaranteed*
*We will beat webuyanycar.com's online valuation (generated using a true report of condition) after deduction of their applicable fees.
On the day we'll ask you to join us to look over and drive your car to fully appraise it. We'll then invite you to submit the details from your appraisal into webuyanycar.com to generate an online valuation based on the true condition.
Their appraisal and what gets submittted at that point could be somewhat different from what you previously entered when getting a quote from WBAC. Apples and pears.*We will beat webuyanycar.com's online valuation (generated using a true report of condition) after deduction of their applicable fees.
On the day we'll ask you to join us to look over and drive your car to fully appraise it. We'll then invite you to submit the details from your appraisal into webuyanycar.com to generate an online valuation based on the true condition.
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