Activities with Customers
Automobile auctions are transactions between members who consign vehicles and members who submit bids for vehicles. Successfully operating these auctions requires the ability to provide member companies with a place where it is easy to do business. This is one of our most important obligations.
We are also well aware that the used vehicles purchased at our auctions are ultimately sold to an end user. To ensure that end users can buy and use these vehicles with confidence, USS must accurately inspect vehicles that are auctioned and maintain a framework for selling all vehicles at a suitable price.
USS will remain a leader of the used car distribution industry and use many activities in order to create and maintain a market infrastructure that can be trusted by member companies as well as individuals who buy used cars.
Increasing Trust in the Used Car Market
Management of member information
All participants in USS used car auctions are registered members and many are businesses that sell used cars. Since the information provided by members includes personal information, we handle this information very carefully in accordance with our personal information protection policy.
Prevention of improper auction transactions
Since our inception, we have placed priority on conducting used car auctions that are fair and equitable in order to maintain the fairness and transparency of the used vehicle market. Properly managing information is vital to the success of these auctions. This is why we use a surveillance system and other measures for the strict oversight of auctions in order to provide a fair and equitable marketplace where all transactions are done properly.
Accurate vehicle assessments and data
Both USS auction members and the end users of vehicles depend on us to perform vehicle inspections with no oversights and to supply accurate information about vehicles to be auctioned.
To evaluate a vehicle, we have a 10-grade scoring system that uses our own rigorous inspection system. At all our auction sites, inspections are performed by individuals who have completed the strict USS certification process. These inspectors quickly check vehicles by using the prescribed assessment standards. Information is then placed on the vehicle’s auction tag and entered in a database so that members can perform real-time data searches.
Odometer checking system
Many years ago, altering the odometer readings of used cars was a problem. Odometer fraud created worries and suspicions among end users about buying used cars.
As part of its policy of placing priority on fairness, USS has been taking actions to eliminate fraud since its inception. One step was the 2001 establishment of the Nippon Auto Auction Association and the use of this association’s system for confirming the accuracy of odometer readings.
The system operates by maintaining a database of chassis numbers and odometer readings for vehicles submitted at auctions. Checking vehicles against the database makes it possible to identify fraudulent odometer settings.
Increasing the Convenience of Auction Sites
USS allows members to participate in automobile auctions at its 19 auction sites in three ways. Members can attend auctions, use the USS Globe Network to participate via a satellite TV link or use the USS Internet Live service to submit bids via the Internet.
USS auction sites hold on-site auctions once every week. These events allow members to inspect vehicles themselves prior to submitting bids. Furthermore, members benefit from our strict and fair vehicle inspections and from a variety of services and other assistance from our employees, who undergo extensive training to offer the best possible customer services.
Seminars and study groups for members
USS auction sites hold a variety of educational events for members. Seminars and other events give members information about using the auction facility, the vehicle inspection system, automobile taxes, documentation needed to sell used cars and many other subjects. There are also classes led by new car dealers to give members information about the features of new models. Members tell us that these activities to supply information that matches their requirements help reduce and even solve problems involving their business activities.
Dedicated to making auctions convenient and pleasant
All USS auction sites have areas where used vehicles are shown separately based on their categories and prices. For example, there is an area exclusively for hybrid and electric cars and we add new categories to reflect changes in the automobile market. Displaying cars like this makes it easier for members to consign and buy used vehicles and gives our auction sites a highly distinctive format.
Members who attend auctions in person receive gifts to show our appreciation for their participation. We select well-known items produced in the area where each auction site is located, items that support disaster relief efforts and other items that members will appreciate receiving.
Equipment and services that match members’ needs
We have a full line of services to ensure that members purchase vehicles at auctions can complete the transaction efficiently. We handle all documents needed to change ownership, including confirmation of vehicle inspection, transfer and other documents, and confirm receipt of payments.
Currently, a number of projects are under way to renovate or rebuild older auction sites. These projects always include the installation of chairs, desks and other facilities that maximize the comfort and convenience of our members.
Members go to auctions mainly to buy vehicles, but sharing information with other members is another important reason for attending auctions. This is why our auction sites have snack bars and other areas where members can spend time with each other. Furthermore, since most people stay at an auction for long time, auction sites have restaurants that serve meals to members at no charge. Members can also receive massages and other services to make their stay more pleasant.
Respect for human rights
The USS Code of Conduct and Ethics prohibits discrimination among the USS Group’s workforce based on race, ethnicity, nationality, beliefs, disability, sexual orientation, gender identity and other personal characteristics. We also have a firm commitment to serving members equally regardless of race, ethnicity, nationality, beliefs, disability, sexual orientation, gender identity and other personal characteristics. For example, there are auction sites that serve food for Muslims and have a Muslim prayer room. We have many other measures that reflect the cultural needs and preferences of members of various backgrounds so they can participate in auctions.
Resolution of Complaints
USS has an arbitration system for handling disputes and other problems from members who have submitted a winning auction bid. There is also a system for the oversight of measures to respond to complaints. We access information throughout the company with the goal of resolving problems quickly. Information about complaints, responses, time required to solve the problem and other items are stored in a database for use when a similar problem occurs. Furthermore, the database allows upgrading the skills of people who deal with problems by analyzing the responses and solutions of each complaint inspector.