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Manheim Phoenix Reviews (1)

Review: On April 16, 2015 I was attending a Manheim Phoenix sales event online. I had bid on several units using the [redacted] system using my mobile device without any issues. As the sale progressed there was a unit of interest that was running in a different lane. As I switched lanes an error message populated saying “the page says already logged into sale override login” I selected ok and the same message ended up populating again. I continued to select ok until the message went away. Unbeknownst to me I became the buyer of the unit that was running at the time I logged in to that lane.

As soon as I realized the error I called Manheim Phoenix immediately which was still during the sale. I called several times until I was finally able to speak to someone and she transferred me to a voicemail. When my call was returned I was informed that I needed to call Manheim corporate to correct the error which I did immediately. I reported the issue to a lady who seemed familiar with the error. She took down my device information to report the error to technical support, notated my account, and then informed me that I needed to call Manheim Phoenix back to undo the purchase.

I immediately called Manheim Phoenix again and was put in contact with a lady in the arbitration department. I explained the situation again now for the third time. She told me that another attendee experienced a similar issue with the [redacted] system that sale and expressed confidence that the issue would be resolved. She said she would have a manager review things and call me to take care of the issue.

I did not hear anything until Tuesday of the following week when I received a call from a lady from Manheim Phoenix. She said she was told to call me to tell me that I was responsible for purchasing the unit. I explained the situation and she transferred me to an account manager named [redacted] who said she was unable to see any issue reported. I had her conference in the corporate office who confirmed that the issue was reported, acknowledged, and notated on my account and that I was told to contact Manheim Phoenix to undo the purchase.

She then conferenced in an arbitration manager named [redacted]. I had to explain the situation now for the 5th time. He took down my information said he would get in touch with the local technical department and I am now waiting for a call back from him.

This issue has literally consumed hours of my time on hold and speaking with different representatives at Manheim. I have had many positive experiences purchasing vehicles at Manheim both online and in person and have never experienced such a situation.Desired Settlement: Undo the purchase

Business

Response:

I have spoken with [redacted] regarding the situation multiple times. He did call in on April 16th to our corporate office as well as our office to notify us of the situation. Upon my notification of the situation I began our investigation. I first looked at reports for our [redacted] activity, where the customer does appear as purchasing the unit in question. The next step was to consult with our in-house IT dept. In my talks with them, there was no technical difficulties experienced with the sale for that day. I then reached out to our corporate advisors who had taken [redacted]'s information. There are no technical difficulties where a vehicle becomes purchased without being bid on. A user cannot be logged into multiple devices. If they try there will be a message that informs them the other session will be discontinued. There is not a technical issue where this will automatically purchase a unit. I offered to help [redacted] rerun the unit through the auction if he so desired and not charge him any of the customary fees. I also out of good faith let him know that depending upon what then unit resells for, we possibly might be able to offer a little more assistance. The unit has run one time and ended up as a no sale. I will continue to help [redacted] re-sell the unit through our auction if that is a path he wishes to continue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I think that this response might have been intended for another customer. There is no [redacted] that works for my organization and I have been the only one who has been in contact with Manheim. I experienced an unauthorized purchase due to a technical error with Manheim's mobile application and corporate informed me that it was documented that I had purchased the unit from a PC. I am waiting for further investigation from the corporate office to see if the issue can be resolved. The only option for resolve Manheim Phoenix has offered was to resale one of their sales. They have tried to do so and have received offers for 3-4 thousand dollars below the price they are trying to have me purchase the unit for. While I do appreciate them trying to resolve the issue I did not properly authorize the bid and was only logged into the lane on my mobile device making it impossible to have purchased the unit from my PC. I should not have to pay 3-4 thousand dollars due to a technical error with Manheim's systems which has now consumed hours of my time in trying to resolve.

Regards,

Business

Response:

[redacted] has been notified that Manheim is letting him out of the transaction.

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Description: Auto Auctions, Car Buying Service, Auto Appraisers, Auto Dealers - Used Cars

Address: 201 N 83rd Ave, Tolleson, Arizona, United States, 85353

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