Your questions answered about HelloCars

The response to our News.com.au story has been overwhelmingly positive and it’s been quite busy behind the scenes at HelloCars ever since!

It’s abundantly clear that people aren’t happy with the current used car sales experience so we’re glad to challenge the status quo with a business that puts customers first instead of profits.

HelloCars aims to be as transparent as possible when it comes to buying and selling a used car, so we thought it would be helpful to dispel some of the myths and misinformation circulating online in the wake of the news story.

Are you even a licenced dealer?

So, this one keeps popping up even though it is right there on our home page, but in any case – yes, HelloCars is a fully accredited and licenced dealership. Our NSW Dealer Licence Number is MD05911.

Do your cars come with a warranty?

Of course. Every car comes with the standard HelloCars 3-month warranty at a minimum. Because we are so selective about the cars we buy and sell, and don’t purchase cars older than 6 years – many of our cars still come with manufacturer warranty as well.

Are your cars serviced and reconditioned before delivery?

All our cars come with a full-service history and are reconditioned before becoming available for purchase. We believe in peace of mind which is why every car includes a 7-day money back guarantee. If you change your mind we’ll give you a full refund, no questions asked.

If every car has been inspected, where can I see the inspection report?

Hang up the phone, we won’t need Sherlock to solve this mystery. Every vehicle inspection report can be read in full on each car listing. We also include a detailed dimple diagram with photos to show notable imperfections on the car so there are no surprises.

How do I know I’m getting a quality car?

Along with passing our 230-point inspection, all cars need to meet certain criteria before they can be HelloCars certified. We automatically fail cars that have been smoked in, have existing accident damage or have been poorly repaired, have been reported stolen or written off, or don’t have a full service history.

I have a trade-in offer better than the HelloCars quote range, what gives?

While HelloCars does offer trade-ins, the quote range displayed on our website is for an outright purchase of a vehicle exclusive of any trade-in deals.

A common tactic for used car dealers is to bump up the trade-in value of a car to make it seem like you’re getting a better deal than you really are, and just offsetting this on the purchase price of your new car.

In our experience, our outright purchase price is always better than a dealer – if it’s not, show us a written dealer quote and we’ll beat it by $1,000. It’s that simple.

But I found a similar car cheaper than what you have advertised?

When it comes to pricing used cars, every detail matters. A 2016 model is different from a Model Year 2016. An August release can be different to a June release. Our pricing algorithm is continually learning about used car prices to ensure the quote range or advertised price is fair, reasonable and offers excellent value. The condition, kilometres and even colour are just some of the factors we take into consideration.

But I still found this car slightly cheaper from a private seller?

In some cases, buying privately will always net you a better price than buying from HelloCars – but that doesn’t necessarily mean it’s a better deal. When buying from HelloCars you get the peace of mind of a 230-point inspection, dealer or manufacturer warranty, 12-months free NRMA roadside assistance and a 7-day money back guarantee. Often the difference between HelloCars and a comparable private vehicle is only a few hundred dollars.

Are you a broker? Do you sell on consignment?

No and no. HelloCars is not a broker nor do we sell on consignment. Every car advertised for sale on HelloCars is purchased and owned outright by HelloCars. As you can imagine this represents a substantial investment for HelloCars, so you can be assured that the cars we sell are in excellent condition both visually and mechanically as our business depends on it!

Why can’t I test drive the car before buying?

For Airbnb, it was convincing people to rent out their homes to strangers. For Uber, it was using your own car to provide a taxi service. With HelloCars, purchasing a car without a traditional test drive is certainly one of the more polarizing aspects of our business model.

We don’t expect anyone to buy a car that they haven’t driven, but rather than an upfront test-drive – instead we offer a 7-day money back guarantee. You can ‘test own’ your car for seven days, and if it’s not for you – just return it for a full refund, no questions asked.

How come your prices aren’t negotiable?

For 30 years running, car salespeople have been ranked among the least ethical and least honest professions according to Roy Morgan – so we don’t have any. By removing salespeople from our business model and offering our best fixed price upfront, it’s just another way that we can reduce our overheads and pass the savings on to you. Rest assured, our customer service team is still there to help you every step of the way.

If there is a problem with the car how can I get it fixed?

If something goes wrong with the car under HelloCars warranty, and it falls within our warranty criteria we will fix it with an accredited supplier – simple as that.

If it still has manufacturer warranty, then take it to your nearest brand dealership to have it fixed like you would normally.

But seriously, no test drive?

We get it – you want to be able to drive a car before handing over your hard-earned cash. For Sydney-metro customers only, we do offer a Valet Test Drive service where we will bring the car to you for a 30-minute test drive at a cost of $49.

The reason we are trying to move away from the traditional test drive is that we want to take location out of the equation when purchasing a used car. Our aim is to make it quick and affordable to buy a used car from anywhere in Australia.

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