Bad Experience with Cazoo - What are my options?

Gharial98

I just picked up a car from Cazoo today. Before I paid the deposit, I was informed that the car would have a new MOT before collection. Before collecting, I checked the MOT history which had the MOT expiring this September. The advert for the car also stated that the last service was in September 2023, yet the service booklet I received today has a July 2023 service as the most recent. 

After a painful wait on their phonelines, I spoke to someone this morning who told me she'd review the previous call recordings regarding the MOT. If it was found that a new MOT was promised, which it was, they would honour this and reimburse me once I get the new MOT. I did not hear back from them. 

Overall, I am happy with the car and don't wish to return it. However, I'm very unhappy with the misinformation. A September vs February expiry for the MOT and annual service is not the end of the world, though this was one of the selling points for me and I'm disappointed this was not made clearer. 

This is the email I sent today: 

"Good afternoon

I hope this email finds you well. 

I collected a Cazoo car earlier today. The registration for the car is {redacted}. I wish to make a complaint not about the car, but the customer service I have received during the purchase process. 

Attached are images of my call history with your customer service line, from my number {redacted}. I discussed this car with one of your colleagues on 9th February 2023. During this call, I was informed that this car would have a new, 12 month MOT before collection. I was also told that it would be ready to collect from your Eastbourne collection point a week or less. 

The information I received during this call was evidently incorrect; the earliest available collection was not until the end of the month and, secondly, the car does not have 12 months' MOT validity. While I am aware that your policy states MOT tests will only be completed if they are due to expire within three months, I find it unacceptable that I was assured of a new MOT with this car; this was one of the selling points for me as an MOT is a huge inconvenience when I require the car to commute to work. 

I discussed this issue with another of your colleagues on the phone this morning, who told me that they would listen to the call recordings to find out when the MOT renewal was discussed. I was also told I'd receive a call back regarding this issue before 11am, as my collection appointment was 12pm. I have still not heard anything back.

I also wish to enquire about the service history of this vehicle. The advertisement states the last service was in September 2023, as below, but the service booklet in the vehicle provides no record of a service after July 2023. 

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I am requesting that you honour your colleague's assurance of a new MOT on this vehicle, by providing written confirmation that I will be reimbursed for the MOT I will have to pay for in September 2024. Similarly, I will expect reimbursement of the next service if you cannot provide me with evidence of the service from September 2023. Alternatively, you may provide me with a voucher priced to that value of an MOT and full service at a major retailer/garage such as Halfords. 

If I do not hear a response from you, I will be seeking further action including consultation with Citizens Advice since you have effectively provided false advertisement for a product. "

If I don't hear a response, what are my options? Could I request the call recordings under GDPR laws? I assume Freedom of Information would only apply to a public body. 

Car_54

Why would you volunteer to have your car “serviced” at Halfords?

Brie

Car_54 said:

Why would you volunteer to have your car “serviced” at Halfords?

OP says "such as" Halfords.  I think it's just to be a major brand on it rather than Joe down the local chop shop.  fyi - I find Halfords well up to most enquiries and better than most dealerships.  

fatbelly

Personally I wouldn't worry too much about the difference in servicing dates. It sounds like the history is up to date. That could be an error rather than a deliberate attempt to mislead.

However I would get the car MOTd now as there could be something that they knew would get flagged up and you have more rights in the first 30 days after purchase

I think that would be £50 well spent even if the previous MOT had no advisories.

Cazoo also give the right to return within 7 days and a 90-day warranty. They only supply a new MOT if the old one has less than 3 months remaining

photome

I wouldnt wait til sep to get the MOT done, I would do it now, if it fails now there may be some comeback , if it fails in Sep there probably won’t be any comeback, they have said they will reimburse

as for the service , you could ask a main dealer when it was last serviced they should be able to see it on their system

born_again

Double check that any manufacture warranty is still valid on the car due to servicing periods.
We see this a lot with these sales sites where they quote manufacture warranty for X years. But is clear from services carried out that warranty is voided due to missed or late services.

Stateofart

Consider handing back if it doesn't cost you in terms of inconvenience.  Rumour has it Cazoo only has months left before bankruptcy.

Mutton_Geoff

https://www.youtube.com/watch?v=Ers1yliupU4

https://cardealermagazine.co.uk/publish/troubled-used-car-dealer-adds-to-board-of-directors-with-ceo-and-cfo-officially-appointed/297128

Gharial98

Thanks all for the responses. Looks like this email was enough to push them into action and they've offered a complementary MOT and full service which I'll take them up on before the 90 day warranty expires

Mutton_Geoff

Gharial98 said:

I'll take them up on before the 90 day warranty expires

Be quick, their demise might be imminent if the March plate change didn't give their finances a lift.

Mutton_Geoff

Facebook ads seem to be full of those sort of dealers now offering "£1,000 off selected stock".

I'm watching a couple of models of car on Autotrader with a plug in price tracker and I see lots sticking and being reduced on a weekly basis from the main dealers also.