AutoAuctionMall

Dear Renee H.,

Auto Auction Mall provides the general public with access to dealer-only car auctions. This gives our clients the ability to buy a car from auctions where dealers buy their cars for a price below retail (or what they would have paid if you bought the car from a dealer’s lot instead of the auction). Ultimately, Auto Auction Mall acts as a broker for the Auction Clearing Houses to give the general public access to these dealer-only auctions.

All of the vehicles on our site are from the Auction Clearing Houses that we work with. Furthermore, all of the descriptions in each vehicle listing (including the pictures) come directly from the Auction Clearing House. We do not separately, or independently, inspect any of the vehicles. That is why we clearly state throughout our site, in the terms of use and our invoice that all vehicles purchased are sold as-is, where-is.

Each of our clients is made aware of this either through discussions with our customer support representatives, the FAQs on our site and/or via tool-tips found on the various car listing pages. Specifically, each “Run and Drive” vehicle has a pop-up tooltip when the customer moves their mouse over this section. This tooltip states, among other things, that when the car was checked into the Auction Clearing House it was able to start, be put into gear and capable of moving forward under its own power. It further states, however, that this is not a warranty or guaranty that it will do so when it is picked up from the auction lot or that it will be roadworthy. The main reason for this is that the car may have sat at the Auction Clearing House for a long time without being turned on or for any other reason.

The above disclaimer applies to everyone that buys cars from these Auction Clearing Houses (whether it be a car dealer or the general public through a car dealer). This is why the Auction Clearing House sells these vehicles on an as-is, where-is basis for such low prices and, by extension, why we do so as well.

All of the above was communicated to you and you understood the process. In addition, we also went further by explaining to you the process by which the car statuses are derived so that you had all the information before making your bid and/or purchase decision. At no point did we confirm that the vehicle runs and drives or the extent of damage on the car because we do not inspect the vehicle and cannot guarantee the status nor the condition of the car.

You had never asked us to help you organize an inspection of the vehicle by a third party inspector or to help get you access to the vehicle before the auction so that you could inspect it yourself. If you would have asked us, we would have worked with you to have that done before you bid on and purchased the car. When you spoke with Ana (our customer service representative) to schedule the auction she explained to you the auction process and the types of vehicles you would potentially be purchasing from this auction. When you attended the live auction with our auction specialist Yani, she also went over this information with you so that it was clear what type of car you were bidding on. This call with Yani was recorded (with your consent; as we record all live auction calls to confirm bidding on the vehicle).

We spoke to Renee earlier today and offered to assist her in dealing with the Auction Clearing House to try and resell the car, but she declined our efforts. We informed her that, as a courtesy, we would assist her with this and would not charge an Auto Auction Mall fee.

We are sorry to hear that the car you received was not in the condition you expected, however, we provided you with all the information we received from the Auction Clearing House about the car, informed you about inspecting the vehicle prior to purchase, and explained the auction process.

You are more than welcome to call us anytime if you wish to discuss this further.

Regards,

Auto Auction Mall

Dear Tony H.,

Thank you for your comment which we wish to address and respond to below.

As you know, we provide the general public access to dealer-only car auctions. This gives them the ability to buy a car from the same place where dealers buy their cars, before they mark them up, put them on their lot and sell to the public. As a result, you are paying below retail for these cars since these are wholesale prices.

You are partially correct above in that we are not the auction clearing house and so the client is not buying direct from the auction lot. However, unless you are a car dealer with a dealer’s license, you would NOT be able to buy from these dealer-only auctions directly. Our mission and goal is to provide the public with access to these auctions so that they do not have to pay retail prices to used car dealers who buy their inventory from these types of auctions.

For any person that purchases a car from our site, we charge a flat fee of $249 (if the vehicle price is below $3,500) or $299 (if the vehicle price is above $3,500). As mentioned, the only way that a customer would be able to purchase cars from these dealer-only auctions is if they had a car dealer’s license. Since most people do not, we charge a fee for this access. As we do not own the inventory but give you the ability to buy from these dealer-only auctions, this flat fee is our source of revenue. We do not mark up the prices of any vehicles sold on our site (unlike some of our competitors) so that you are able to get the same dealer-only prices from these auctions that a dealer would get.

Further, our customer service is top-notch and we go above and beyond to help customers both pre- and post-car purchase. When requested, we help organize shipping for clients who do not have the ability to pick up the car (we do not charge for this and shipping fees are paid directly to the driver), we help customers as much as we can with registration of the vehicle in their state, etc…

In all, we provide a value-added service to the general public (one which they would otherwise not have) and we are committed to ensuring that our customers have a good experience when buying from these dealer-auctions.

If we could be of further assistance to you in the future, please do let us know.

The Auto Auction Mall Team.

Dear Gina S.,

Thank you for your comment and we’re very sorry to hear that your experience with bidding was a negative one. Our goal is to provide a fun and rewarding experience for all of our clients.

As you know, Auto Auction Mall provides the general public with access to dealer-only auctions. This gives our clients the ability to buy a car from auctions where dealers buy their cars for a price below retail (or what you would have paid if you bought the car from a dealer’s lot instead of the auction). Without our service, clients would not otherwise have the ability to buy from these wholesale, dealer-only, auctions because they would need a car-dealer’s license to attend these auctions

Auto Auction Mall is not the owner of the vehicles. We provide you with a platform that allows you to bid on vehicles from third-party Auction Clearing Houses. They are the ones that interact with the seller and provide the vehicle for auction. Auto Auction Mall simply gives you access to these wholesale, dealer-only, auctions without the need for you to have a dealer’s license. Our revenue (which is a flat fee based on successfully winning the car) is only made when you win the car for the price that you want.

In this case, the car was being sold with a reserve. The seller sets the reserve and that has nothing to do with Auto Auction Mall. At auction, the seller has the right to reject the highest bid if that bid did not meet his/her reserve. This was the case with your bid. We also explain this in detail in our FAQs.

In these reserve scenarios, the seller also has the right to make a counter-offer to the highest bidder if their bid did not meet his/her reserve, which is what happened here. You do not need to accept his/her counter-offer or reserve and can stick to your high bid, but the Auction Clearing House does give this flexibility if you are willing to go up in price or if the seller is willing to go down in price. Once again, we do not own the car and we do not direct the seller what to do. We work for you and try to get you the best price possible.

Auctions that don’t require a minimum bid or reserve price are called Pure Sales auctions. We recommend you search through these types of auctions as the seller automatically accepts the highest bid with no need of approval or negotiation.

If you have any further questions, you are always welcome to contact us.

The Auto Auction Mall Team

Thank you for your comment Mr. Hampson and we are sorry to hear that you had a negative experience. We would like to address your comment as it is not totally accurate.

You purchased your vehicle on August 24,2020 and picked it up on August 28,2020. Dealers generally have 30-days to send the re-assignment of title following the date of pick-up of the vehicle. Due to COVID-19, that time has been increased to 45-days.

On September 11,2020 we mailed you the re-assignment of title for this vehicle via USPS to the address you provided. You then contacted us on September 24,2020 and told us that you did not receive it. Since this was sent by regular mail we could not track it. Instead, we offered to send you the re-assignment of title, at no additional cost, via UPS. The next day, September 25,2020, we sent it by courier to you. We provided you with a tracking number and the re-assignment of title was delivered to you on September 29,2020.

In all, your comment that we will not transfer the title to you is incorrect as we did try to send you the re-assignment originally on September 11,2020. We were not aware that it was not delivered to you in time and when you contacted us stating that you did not receive the re-assignment of title, we sent out a replacement the next day via UPS with a tracking number.

We apologize for the inconvenience you experienced with the delivery of the documents. We will review our internal processes to ensure that clients get their re-assignment of title as soon as possible after they pick up the car.

Best regards,

The Auto Auction Mall team

Dear Avey,

Thank you very much for the kind words and taking the time to share your experience. We are always looking to improve our customer service and your feedback is valuable in helping us to continue improving. If we can be of further assistance or service, please do not hesitate to contact us.

Until then, we hope you and your family (as well as all of our wonderful customers) stay safe and healthy!

Best wishes,

Sam - Auto Auction Mall (www.autoauctionmall.com)

Dear R. B,

We are sorry to hear that you had a negative experience. We would like to address the points raised in your review and to assure you that we took all the steps necessary to inform you of the type of vehicle you were buying.

We provide the public with access to dealer-only (wholesale) car auctions which they would not otherwise be able to attend as they do not have dealer’s licenses. Our mission is to give the public access to something they never had before and to make their car buying experience as easy and enjoyable as possible. We have sold many cars and our clients, knowing the service we are providing, are generally happy and satisfied with the vehicles purchased. In order to ensure this, all of our staff are trained to explain the dealer-only auction purchase process and the vehicles that are available for auction.

As you were informed, these vehicles come from dealer-only auctions and we do not have access to these vehicles in order to independently inspect them. Therefore, we cannot warrant or guarantee their condition. The information listed on our site is as provided to us by the Auction Clearing Houses and since we list over 100,000 vehicles we do not (and cannot) independently inspect each vehicle.

Through dealer-only auctions, such as the one you bought your car from, the cars are sold as-is, where-is and the buyer must decide if they wish to purchase the car based on the information provided and/or pay a third-party inspector to inspect the vehicle. All of this was communicated to you and you understood the process. In addition, we also went further by explaining to you the process by which the car statuses are derived so that you had all the information before making your bid and/or purchase decision. At no point did we confirm the vehicle is run and drive or the extent of damage on the car because we do not inspect the vehicle and cannot guarantee the status nor the condition of the car.

As we mentioned to you before you bought the vehicle, run and drive status means that when the car was brought to the Auction Clearing House by the seller (we are not the seller) it was briefly tested to see if the car would turn on and move forward and back (a very short distance, i. E. feet not miles). However, the Auction Clearing House, and by extension Auto Auction Mall, do not guarantee that when the car is sold it will be in run and drive condition since various things could happen while the car is on their lot. The buyer (i. E. you in this case) must decide if they wish to inspect and/or bid on the vehicle.

The above information was conveyed to you by phone when you spoke with Ana and others from our office. Furthermore, this was clearly stated on the car listing page via the tooltip beside the run and drive vehicle status and also found in our FAQs. Finally, on the vehicle listing page and also in our terms and conditions it is stated that all vehicles are sold on an “as-is, where-is” basis.

Finally, since you decided to utilize the buy now option the Auction Clearing House made available for this vehicle rather than bid on the car via auction we sent you an email requiring your authorization to execute the buy now. In that authorization email it clearly stated that the car was being sold “as-is”, that we did not inspect the vehicle and that we could not confirm the accuracy of the car’s status (e.g. Run and drive) provided by the Auction Clearing House. You replied to that email confirming your authorization to purchase that vehicle.

Once again, we are sorry to hear that the car you received was not to the condition you expected, however, keep in mind that we provided you all the information that the Auction Clearing House provided us. We are happy to discuss this further with you at your convenience and see if there is anything we can do to assist you with this.

Regards,

Auto Auction Mall Team

Dear Toni A. (Tarek),

We are very sad to hear that you had a negative experience with your vehicle purchase, however, you were well aware that you were buying a Salvage titled vehicle with front end and undercarriage damage.

As you know, we provide the general public with access to dealer only auctions. This gives you the ability to buy a car from auctions where dealers buy their cars for a price below retail (or what you would have paid if you bought the car from a dealer’s lot instead of the auction).

When you spoke with our representative you were advised that we do not inspect the vehicles that are listed on our site as we do not have possession of the cars. We are a broker and give you access to these dealer-only auctions (which you would not otherwise have access to), but we cannot inspect the vehicles before they are sold. On our site, we provided you with the information and pictures of the car we received from the auction clearing house so that you could determine if you were satisfied purchasing that specific car. You also had the option to pay for a third party to inspect the vehicle before purchase, but you did not have the vehicle inspected.

Prior to bidding on and buying the car, you were informed that that the car had a Salvage certificate of title and had front end and undercarriage damage (as was also advised in the car listing page). You knew about this and decided to purchase the car anyways. Finally, the purchase price that you paid for the car is exactly the price that was charged by the auction clearing house for that car. Based on the above, we did not hide the condition of the car nor the price that the car was sold for at the auction clearing house. Ultimately, you paid well below retail for this car knowing that the car had significant damage (as set out in the car listing on our site) and a Salvage certificate of title.

In all, you were aware of the type of vehicle you were buying and paid below retail value for the car because of the damage it had. You knew that we did not inspect the car and it was being sold “as-is, where-is” as clearly stated in various places on our site (and communicated to you by our representative). It is unfair now to call us “tricksters” and a “white collar scam” when you were well aware of the vehicle that you were buying and authorized us to purchase it on your behalf.

If you have any further questions, you are always welcome to contact us.

The Auto Auction Mall Team

Dear Sam S.,

We have reviewed our records and note that you are not registered with Auto Auction Mall, have never placed a deposit with us and have never purchased a car through our site. We presume that you had a negative experience with another business and accidentally, we hope, left a review on our business profile here at Sitejabber.

We are sorry to hear that you had a negative customer experience with another company but we kindly request that you do not write negative reviews about our business when you have never registered with nor dealt with us when buying a car. We have worked very hard to build this business and try to ensure that all of our customers have a positive experience.

At Auto Auction Mall we want each and every customer to have a good and satisfying customer service experience. We do everything in our power to ensure this and have many happy and satisfied clients. We take our time to explain the dealer-only auction process, the types of cars that can be purchased from these wholesale auctions and what the client is to expect when they buy the car. Our main focus is on the customer experience and we strive to ensure that they have an enjoyable and stress-free experience on our site. That is why each member of the Auto Auction Mall team takes customer service seriously.

We hope that you are able to solve this problem with the other company that you had issues with but would ask that you remove this review from our business profile.

Regards,

The Auto Auction Mall Team

Dear Hassan - Thank you for your feedback. We are sorry to hear that you had a negative experience when purchasing your vehicle. As we have responded to you on various other review sites regarding your concerns, we offer the public the ability to purchase cars at dealer only auctions for dealer prices (well below retail). That was the case with the car that you bought.

As mentioned to you before you purchased your car, the information we posted on our site is the information provided by the auction clearing house and we are unable to verify the condition of the car. You were informed that there was damage on the car based on the information provided by the auction clearing house (stated on listing, in our invoice and communicated to you by our representative) and you knew that the reason you won the car for such a low price (almost 50% below retail) was partly due to this damage. Further, we advised you (and all of our clients are welcome) to inspect the car (a service provided by a third party company which we are not affiliated with us for a fee) before bidding on and/or purchasing the car.

Your comment regarding our customer service is unfair. We have many comments from the sites you mention which praise our customer service and many of our clients are very happy with our representatives. We provided you the best service we could, but you were not willing to consider nor accept any of our suggestions.

As you know, we do not work for nor get paid any commission from these auction houses. The only fees we receive are from buyers (i. E. yourself) for giving them access to the auction house. At the end of the day we try to get you the best deals so that you will come back to purchase more cars in the future as our fees are very low considering the big savings the client receive.

In all, we believe that we provided you a good and fair service and you purchased the car that you wanted.

Dear Gared,

Auto Auction Mall provides the general public with access to dealer-only car auctions. This gives our clients the ability to buy a car from auctions where dealers buy their cars for a price below retail (or what they would have paid if they bought the car from a dealer’s lot instead of the auction). Ultimately, Auto Auction Mall acts as a broker for the Auction Clearing Houses to give the general public access to these dealer-only auctions.

Having purchased several cars from Auto Auction Mall prior to this purchase, you are well aware that all of the vehicles on our site are sold directly from the Auction Clearing Houses that we work with. Furthermore, all of the descriptions in each vehicle listing (including the pictures) come directly from the Auction Clearing House and not from us. As you know and was explained to you before every purchase you made through Auto Auction Mall, we do not separately, or independently, inspect any of the vehicles or their condition. That is why we clearly state throughout our site, in the terms of use and our invoice that all vehicles purchased are sold as-is, where-is. This disclaimer applies to everyone that buys cars from these Auction Clearing Houses (whether it be a car dealer or the general public through a car dealer). This is why the Auction Clearing House sells these vehicles on an as-is, where-is basis for such low prices and, by extension, why we do so as well.

All of the above was communicated to you and you had understood the process since you purchased three vehicles with us in the past. In addition, you never asked us to help you organize an inspection of the vehicle by a third party inspector or to help get you access to the vehicle before the auction so that you could inspect it yourself. If you would have asked, we would have worked with you to have that done before you bid on and purchased the car.

You used your own transport company to pick up the vehicle and did not instruct them to inspect the condition of the vehicle or test it before picking it up. If your transport company would have seen these problems before taking the car off the lot and reported them, we could have tried to speak with the Auction Clearing House to see what could be done. However, we were not informed of when you picked up the car and/or took it off the lot. Furthermore, we contacted the Auction Clearing House to see if any objections were raised regarding the condition of the car and they informed us that the car was picked up without any incident or complaint.

We are sorry to hear that the car you purchased was not in the condition you expected, however, we provided you with all the information we received from the Auction Clearing House about the car, informed you about inspecting the vehicle prior to purchase, and explained the auction process. Furthermore, you purchased three vehicles through us in the past and you certainly understood the process and the possible condition of the vehicle.

You more than welcome to call us anytime if you wish to discuss this matter further and see if there is any assistance we can offer.

Regards,

Auto Auction Mall

Hello Stephen,

We are sorry to hear about the experience you had as we strive to provide top notch customer service for all our users coupled with the latest technology.

We believe your issue stemmed from the fact that you did not register nor place a deposit on our site. As a result you were unable to bid on nor buy any vehicles from the site. If you are interested in getting more information or having us walk you through the process, we would be very happy to reconnect with you and make your experience on Auto Auction Mall smoother.

Please let us know if we can be of any help and you are always free to reach out to us.

Thanks,

Auto Auction Mall