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  1. 3.0
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    Customer service is good when you’re onsite. But over the phone it’s poor. You can’t even get thru you just go to the general voicemail and nobody will you back. The worst is arbitration and his name is Chris wise he will a mickey mouse game till you give up. But I will blame the Gm and Agm for that they too bossy to return calls or reply to emails it’s a shame but I think it’s a standard. The title personal is very good and professional also they expedite issues very fast, cheers to Tiffany any how it’s still a beautiful day at charleston auto auction…

    1. Thank you for your feedback! Charleston’s Management Team recognizes that customer communication is crucial to the success of the auction. This is why Charleston Auto Auction now provides customers with Multi-Channel Support, which allows you to speak to a live representative throughout the sale via telephone or chat. You are also able to submit a ticket, which is monitored by our dedicated online support team to insure that you receive a response in a timely manner. The online support number is 855-469-7272 Ext 721, and you can visit the website or the Help Center to chat: https://chaa.zendesk.com/hc/en-us

      Our request for your feedback is also part of the initiative that Charleston is putting forth to listen to customers, and make improvements so that you have a premium experience whether you attend in lane or online. I would encourage you to continue to provide comments, and if you experience any more issues, I hope you’ll use the resources listed above. Thanks again!

  2. 5.0
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    Customer service is the best in my 46 years of auto sales. The ladies are all very professional and courteous. Check in, check out, all questions answered is 100%.

  3. 4.5
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    I am a big fan. The people and service was fantastic and extremely personable. I have purchased many vehicles from CAA and I will buy many more in the future. Southern Cars will continue to support this sale and the folks that run it!!!

  4. 5.0
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    Rachel Cortes, my sales rep, did a great job for me. She took care of lining up transport for my vehicles, represented them for me, and got us higher bids to make the sale! Great Job!

  5. 3.5
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    Stand by previous comments generally satisfied however this is second time in 4 weeks I’ve dealt with a manager whom should have ability or sense to make gray area call. OR fake like you care. Purchased red light car in running condition. While in auctions care timing jumped and car was turned over enough to hammer valves and head. Went to pick up and found a non running bad engine. Asked Chris in arbitration for help…..he defined “red light’ for me multiple times as if !!!,. Never hearing nor listening to me. Happy to by red light car and want it in the same condition as what passed block. I asked ” is the auction not responsible for the vehicles care while in there posession ?…2 days? Answer …NO, not if red light and I quote”. If it catches on fire and burns to ground after theblock that’s what you bought.”. So., I asked ” the auction takes a pass to give care or be responsible for the condition of any red light car? ” Unfortunately yes”. I was told. I appealed for him to speak with management and he agreed to do so and follow up with a call the next day. Well,. Still wasn’t listening, 6 days and counting no call, not professional nor acceptable.

    1. A ticket was created from your review, and we contacted the auction. They informed me that they were looking into your issue, and would reach out to you. I hope this was resolved to your satisfaction. Thank you for reaching out, Al. Communication is so important!

  6. 3.0
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    Auction is ok. Arbitration not to great. If you are a big dealer selling or buying you get special privileges. If you are small like myself and many others, you get the stiff treatment.
    Laura is good. Most staff is good also.
    It’s not I don’t like the auction itself, just the way the small guy gets treated.
    I would do more business with them if things were different.

    1. Thank you for your feedback, Steve. Charleston Auto Auction does follow the NAAA guidelines for arbitration. When you have an arbitration issue, please refer to that document. If the arbitration department does not adhere to the rules as outlined, I would urge you to speak with Laura. Please note that Charleston is willingly participating in this feedback survey to insure that dealers of all sizes have a voice. The feedback will be reviewed by management, and serve to guide the auction in its mission to bring you a better experience. So please continue to provide your point of view, and hopefully we will soon see you every Friday, whether in the lanes or online!

  7. 2.0
    Customer Service

    Condition Reports

    Selection of Inventory

    Bidding Experience

    Will never ever shop there again. I believe I was treated unfairly and believe the auction protects it’s big seller and not small buyers like myself

    1. Charleston Auto Auction displays its arbitration guidelines publicly, and follows these rules consistently per each customer. If you feel you were treated unfairly, please site which policy was overlooked, and contact us with the information. The auction has agreed to participate in this feedback survey specifically for the purpose of hearing from customers, and making sure that everyone is treated fairly.

  8. 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.

  9. 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.

  10. 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.

  11. 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.

  12. 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.

  13. 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

  14. 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.

  15. 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!

  16. 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!

  17. 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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