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  1. 4.0
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    I love the family feel of the auction and feel that building a rapport between us “the customers” and all the staff is important for everyone.
    I agree with several things that have been raised above, auction fees being the biggest issue.
    However, here’s a couple of things that are easy to address….
    1. Turn the volume down on all the speakers in the lanes, if you reduce them all uniformly we’ll still be able to hear the announcements.
    2. How did we ever get to the lane nomenclature system we have now???? 6 Lanes, A-F done. Its crazy the way it is now, it doesn’t have to be that complicated.
    3. You’re not going to like this one, no smoking inside the buildings (yes, including the lanes), period. Plenty of outdoor space for smokers.
    I know these 3 things seem trivial, but you get so much right its just a couple of tweaks to make the buying/selling experience more palatable.

    1. Thank you so much for your kind words, and respectful insight! This will be reviewed by management.

  2. 1.5
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    Jeff Burgess is the only good thing about CAA. Auction fees are among the highest in the Country. Most cars are in very poor qualty and Arbitration will side with Franchise Dealers over Independents majority of the time.

    1. Charleston has opened the door of communication to obtain the thoughts and feedback of all customers of every size and scale. Buyers are welcome to view vehicles prior to the sale, and if viewing only, you are always welcome to contact a sales rep with any questions you may have. Of course, all feedback is welcome, and appreciated.

  3. 4.0
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    The customer service reps are very nice! Always helpful. Easy to stay in touch with emails. Usually get an answer the same day. Just don’t like it when not told that there is no key and then find it out later. There should be keys with all vehicles disabled or not.

    1. Thank you, Robin. Your feedback is appreciated, and I will bring this to the attention of the Department Manager.

  4. 2.5
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    No one at this auction will return a phone message, from Laura Taylor on down, except for Jason. The condition reports have gotten very inaccurate the last few months . The online pictures used to be great, but now they seem to try not to show damage. I usually buy online, bidding is difficult, the auctioneers should be trained in the bidding process from the buyer side of the computer. I must say this is a problem bidding on most sites. The fees do not follow a uniform scale, you never know what the fee amount will be. I just paid $285 on a $1200 car, that is ridiculous. They are much higher than the other auctions in the area. If you go there in person the experience is much better, everyone is very nice.

    1. Thank you for your feedback. Please note that Charleston Auto Auction now provides dedicated online support. Our reps will submit your requests, and notify you the moment they have a response. You can reach our support department by telephone or chat. Click Here for the Help Center. With regard to fees, please clarify if you are referring to buy fees, inspections, or any reconditioning you may have requested.

  5. 5.0
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    Chris, Darrell, Teresa and all the staff at Charleston continue to make it an easy choice for us in the Carolina’s. Thanks to you all.

  6. 4.0
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    Great sale super nice folks all the way around. Only issue I have is on sale day need more people answering phone and assisting. Call 8 times finally get answer then your switched to extension that doesn’t answer. Then with 2 cars in post sale you call more and at 5:01 it’s goes to after hours message and no answer….. How am I suppose to know what’s going on with offer or p/s. You should be able to reach someone on sale day after hours until inspection are done so we know to arrange payment and transport.

    1. Al, we now have a few ways you can communicate with the auction on Sale Day. Our dedicated online support is available by phone, chat, or ticket submission request. The addition of our this team allows us to provide a concierge service to our guests, insuring you receive a response by COB. Check out our Help Center at https://chaa.zendesk.com/hc/en-us

  7. 3.5
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    Bias to who you are and how much you spend. Especially when it comes to arbitration.

    1. Charleston follows the NAAA Arbitration policies, and maintains the same standards for all dealers. If you have a specific issue on how you were treated unfairly, please feel free to provide details so that we may bring your issue to the attention of the right person.

  8. 3.5
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    Overall satisfied with auction, The title department and post sale inspection people are awesome. However condition reports and descriptions lack… Especially twice for me I have purchased 2 vehicles at separate times that were listed as Automatic’s but they were straight shift! The first time I called and left a message then received a call the next day from a gentleman that was less than helpful and even laughed about it. I got no help and figured why even call the second time it happened. That was no laughing manner… Straight shift vehicles are way cheaper and harder to sell,

    1. This will be brought to the attention of the Department Manager. Thank you for sharing your feedback. You can expect better!

  9. 3.5
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    Takes forever to get information on if bids to and from. Takes all day to get information or talk to someone on the phone. I challenge you to call in from outside and see what you experience.

    1. I promise that if you call our new Dedicated Online Support Line, you will talk to a live rep, or receive a call back within a few minutes. We also now provide you with an option to chat or submit a ticket. Visit our Help Center: https://chaa.zendesk.com/hc/en-us and let us know if you still experience issues. Thank you for your feedback!

  10. 4.0
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    The only problem we really have is getting titles in a timely manner.

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