"On-line car purchase didn't work for me."

After alot of consideration and discussion with a Heycar sales rep I made a purchase for a car online. After the purchase I still had some questions as ewas really quite nervous about the process however I could never get anyone from Heycar on the phone. I sent numerous emails and got sporadic responses usually at least 1 day later. 11 days after transferring my money for the car I received a call telling me the car was infact damaged with scratches to the bodywork and gave me 2 choices. 1st was for them to repair but deliver date was not made clear and the second was for me to receive £600 back from the original purchase price. At this point what confidence I had in Heycar evaporated and the car was clearly not what had been described to me. I asked for a refund immediately. To my relief I got my refund 3 days later. For me the process was just too distant and there was no support during the time from payment to actually finding out when the car may be delivered. I'm sure the process works most of the time but for me it was a bit of a disaster and has put me off even buying a car on-line again. I'm sticking to dealers forecourts where I can see and drive a car before I hand over the cash.

"Great help from Daniel"

Great help from Daniel

"Good customer service"

Good customer service, I was kept informed at every stage of the process. The website was easy to use and I was able to find a vehicle that suited my needs and budget, I got it delivered straight to my door

"Never use heycar"

Never use heycar. I have been lied to and communication once I had paid deposit was none existent. Bought the car 1st November it’s December and still no idea where it is. Clearly a problem with the vehicle but no one is honest. Embarrassment of a company

"Poor, disjointed service, definitely go elsewhere"

Ok, where do I start.

Late September 2024 I contact Heycar to purchase an Audi Etron, one of the stock sold exclusively by Heycar, so they are in fact the dealer in this instance.

I will also point out at this time, the Volkswagen /Audi financial services, alongside Daimler, own Heycar or indeed are the parent company, and Heycar is simply being used as the front of shop to move vehicles on. Bare this in mind as my account moves on.

So initial contact and payment made, sales team acknowledge they now need to source the car at VW/Audi site. As days move on, suspicion grows, as I receive either inadequate responses or no response regards warranty or more information on the vehicle.

So by early to mid October I send emails to relevant depts to withdraw and I am refunded. The transaction manager apologises and asks if I was to eve reconsider using Heycar he would personally deal with it.

After a few days, I get back in contact and I purchase the car using the managers assistance and information is quicker, more detailed and Warranty information is also explained better, as such I also purchase the extended warranty.

This is now late October 2024 and it's explained the vehicle taht I've paid the deposit on and completed finance docs (VW financial services) for is now moved to the prep center for Mot, Qc, valet etc etc.

This on the whole takes about 10 days, which I receive regular updates after I ask. I'm then informed the dept will contact me for a delivery date

So we are now coming to approx mid November, a few weeks after I've first asked about this car and we'll over. Month since I started dealing with Heycar as a whole.

I'm given a delivery date and a 3rd party company called 'driveme' who Heycar use, take on delivery.

Less than 24hrs from delivery date and I'm informed the car has a problem with is virtual mirror and needs fixed as the driver won't take the car. I'm informed this is the passenger side and it will be fixed In a few days. A few days pass and I'm told it's fixed.

A new date is given and I receive the car 21st November. Driver instantly tells me drive mirror has a fault. I then notice the following day the passenger side charge port, has a fault and doors won't open on auto. The cleanliness of the car was also questionable, a poor valet, more just love a hoover run over the car.

I then go through the process of requesting a repair, under warranty supplied with the car or otherwise.

This is when I realised that the concept of Heycar is well beyond the peoples ability which are involved in the day to day running.

Firstly the warranty any car is supplied is via Warrantywise. Now as I purchased an Etron I received the EV platinum plus package.

First issue, the warranty for that package on warrantywise website is minimum £200 an hour labour. The one Heycar provided £50 an hour. I think anyone would admit, that doesn't cover the costs for any car being repaired these days, never mind an Etron.

Second issue, within 48hrs of taking delivery of this car I was expected to claim against my warranty for faults that clearly existed during a QC check.

Heycar did offer a partial amount to assist with repair, but said it wouldn't cover the full repair and indeed VW/Audi wouldn't either. Crazy when you think they supplied a car with known faults.

So after days of comms via a customer support Team Leader, who I will praise highly. She explained the issue regarding being able to repair the car and eventually and very reluctantly I handed the across back to Heycar. Who sent another driver, with all the expense that incurred to collect the car in Scotland and drive it back to London.

I was fully refunded a few days ago, but I'm now scrambling about, looking for a car.

So Heycar concept on paper looks n efficient and transparent process but is nothing of the kind.

The process if you buy a car via Heycar and not an outside dealer on their site, is long, in fact very long, and disjointed to say the very least.

VW/Audi using Heycar to move their ex fleet, lease cars etc, without faults being rectified is worrying. Do I believe the passenger side mirror on my ca was ever an issue, definitely not. The drivers side was and again wasn't acknowledged.

These cars aren't being prepped correctly, before delivery to customers.

The warranty, if you take it, make sure to read it, in fact read everything Heycar give you time and again, to ensure it's correct. The warranty supplied via warrantywise does not cover pre existing issues. Indeed you shouldn't need to worry if it does, but it's clear from other reviews car are continually sold, and have a number of issues.

So 4 to 5 weeks after attempting to buy 2 different cars I have none.

My advice is, go to a reputable dealer, Heycar don't come close!

"easy to use"

easy to use, quick reply from the dealer (retail Renault Swansea) who sent video and had phone calls about the spec of the car. they matched my old car trade in offer from a local dealer
I purchased/paid online and they arranged delivery within a week...so now waiting for the car to be delivered.

Much better way of getting a new car, as can choose spec/colour/year etc I want Nationally, get better price and get it delivered :)

"Quick and clear"

Quick and clear. Easy to navigate

"hi from start to finish very good…thank you"

hi from start to finish very good experience kenan very helpful and imformative any questions promptly answerd with heycar the selection of vehicles is enourmous for me buying online was a positive experience and to finish the purchase isabel also very helpful I can only recommend heycar and would always use again thank you all very much regards Peter

"Not actually for sale on Heycar??…"

I found a nice Kia Rio for a reasonable price at MG Wakefield. Heycar emailed and I requested a video.
Seemed a good deal with £200 cashback and free delivery. When I spoke to the Sales Executive he suggested I might get a reasonable price for Part Exchanging my older car. He eventually told me they were NOT now selling the vehicle through Heycar. As I live on Somerset the free delivery was probably a deal breaker for them.

"Naj at the garage was helpful…"

Naj at the garage was helpful throughout - we would buy again. Paul