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Who else has jumped off the roof due to CARAMEL /eBay motors poor customer service?
Summary: etuero expressed frustration with an ongoing issue in the vehicle sale process handled by eBay Motors and an escrow service, Caramel. Despite successfully finding a buyer and the buyer completing their part, etuero encounters a system glitch that prevents the transaction from advancing, trapping them in a loop during identity verification. Despite contacting support multiple times and escalating the issue, they receive no resolution or communication. They mention the challenges faced with support availability and express doubt in the effectiveness of the customer service, writing off any potential for future dealings with the platforms involved.
My frustration with this process has gone far beyond simple inconvenience. At this point, I am genuinely shocked by how difficult it has become to complete what should be a straightforward vehicle sale.
I listed my vehicle on eBay, successfully found a buyer, and the auction concluded with a winning bidder. As part of the process, eBay hands the transaction over to Caramel to act as the escrow and transaction broker. My buyer has already done everything required and submitted payment. Unfortunately, I cannot say the same for the platform handling the sale.
The steps remaining on my end appear incredibly simple: verify my identity, confirm the vehicle title information, verify payment details, and sign the documents. Four basic steps. In theory, this should take minutes.
Instead, I have spent days trapped in what appears to be a broken system.
I complete the identity verification section by entering my personal information, driver's license, address, and all requested details. The system responds with "Completed!" indicating the step is finished. The next step asks me to confirm the vehicle location address. I enter the address, click Continue, and rather than moving forward, the system sends me right back to the identity verification page where I am once again asked for my name, address, driver's license, and other personal information.
No matter what I do, I am stuck in this endless loop.
I contacted support and waited on hold for more than 20 minutes. I created a support ticket, thoroughly explained the problem, and was informed that my case had been escalated to Tier 3 Support. I expected at least a callback, an email, or some indication that someone was working on the issue.
Nothing.
The next day, I tried again.
Same problem. Same results.
Today, now on Day 4, I called support in the middle of my workday. I was told that my information had been manually entered on the back end and that once I returned home and attempted to sign the documents, all of the incomplete steps would show as completed.
Predictably, nothing had changed.
I have now cleared my browser cache, deleted cookies and browsing history, used private/incognito mode, tried four different browsers, three different computers, and even attempted the process from my phone. The result is always the same. The system loops endlessly and prevents me from completing the sale.
Meanwhile, my auction ended on September 9th, my buyer has already paid, and I am unable to move the transaction forward because the platform simply does not work.
To make matters worse, by the time I get home from work, support is closed. I requested a callback through the automated support bot and, unsurprisingly, never received one.
What is most frustrating is not the technical issue itself. Software problems happen. The truly unacceptable part is the complete lack of communication, follow-up, ownership, or urgency from the support organization. Multiple contacts, multiple days, an escalation to Tier 3, promises of resolution, and yet absolutely no progress.
At this point, I can only hope someone from upper management sees situations like this because there is clearly a serious breakdown in both the platform and the support process. I cannot believe I am the only seller experiencing this issue, and I find it hard to understand how a company handling transactions of this size can leave customers completely stranded for days with no resolution and no meaningful communication.
Has anyone else experienced this? More importantly, does anyone have a solution, because support certainly doesn't seem to have one.
comics-scifi-collectibles
Mentor3 weeks ago@etuero eBay customer service can not help with Caramel purchase issues.
Here's how to contact Caramel.
Caramel Secure purchase
This page explains how buying and selling with Caramel works:
https://www.drivecaramel.com/ebay-vehicle-checkout
Here is there contact information if you have any trouble with the process as a buyer or seller:
Email: support@drivecaramel.com
Phone: (888) 894-8088
etuero
OP3 weeks agoI sent ebay motos a direct email which I know I will never receive any response to. I literally gave away days from my life trying to close a deal. It just tells me that there is an honest and fair company out there waiting to make their mark in helping people with their vehicle transactions. I will NEVER use ebay motors and definitely not Caramel. Take it from me, run in the other direction.
etuero
OPSep 16, 2026 at 3:32 AMthanks, done!
krazzykats
MentorSep 16, 2026 at 3:09 AMYou may get more responses if you reposted this in the Motors forum here:
Motors | eBay Community