Rejecting a faulty Cazoo vehicle with Finance company now Cazoo have gone bust

lee_bates

Morning Everyone
I would imagine there are a lot of people in the same boat? For this post I will keep it brief and factual.
This year 22/01 I purchased a vehicle from Cazoo with Finance from their mandatory broker that ended up to be Alphera.
Within the first 2 weeks I had 2 faults on the vehicle, at this point I should have just rejected the vehicle back to Cazoo but as it was 90 day warranty I gave them a chance to fix.
Many painful months later back and forth to garages with faults I decided to reject the car.
After many many phonecalls and emails, most without a response, on 13/03 I emailed to reject the car as not fit for purpose and unsatisfactory quality under the consumer rights act.
The response from Cazoo was it couldn't be returned because a. 30 days had expired and b. it was under a finance agreement. At this point I should have escalated but I didnt and eventually got the issues fixed.
Then I hear rumours of Cazoo going bust and sure enough they went into administration owing me £256 which I was told by the admistrators that I wouldn't get back
3 weeks ago, so now 6 months from the purchase date. New problems with the car, engine warning light and told it might be the DPF.

I am not bothered about the lost £256 but I want to reject this 27k car that's not fit for purpose to the finance company.
I believe I was fobbed off by Cazoo as they were going bust, the main points are the vehicle was reported faulty in writing within 14 days, but then not resolved for months. Then they quoted outside 30 days, too late to reject.
Does anyone from MSE community have advise, similar experience or a draft letter I can use to take to start my case with Alphera?

lee_bates

By the way, I just spoke to Motors ombudsman who said Cazoo were not signed up to their standards so TMO couldn't support me, but advised a rejection through finance might be possible.

born_again

Ring finance co. Explain to them & say you want to go down the S75 claim route.

Okell

born_again said:

Ring finance co. Explain to them & say you want to go down the S75 claim route.

Do this ^^^ first.

The trader going bust is one of those eventualities that s75 was actually intended for.

Come back here if they don't want to help

lee_bates said:

... Within the first 2 weeks I had 2 faults on the vehicle, at this point I should have just rejected the vehicle back to Cazoo but as it was 90 day warranty I gave them a chance to fix...

Off topic but this is one of those situations where going down the warranty route results in the consumer losing time limited statutory rights - the short term right to reject.

400ixl

Might be the DPF is very vague. That could be anything from your journeys are not allowing the DPF to regen and it needs to be taken for a decent drive to allow it to do so (or a forced regen activated), through to a sensor has failed not allowing a regen to happen and the sensor needs replacing, through to the DPF is so full that even a forced regen won't fix it.

Rejecting the car and going through the hassle of doing that and then finding a new car could be more hassle than just getting this fault fixed. Worth considering if you are otherwise happy with the car.

Grumpy_chap

lee_bates said:

Morning Everyone
I would imagine there are a lot of people in the same boat? For this post I will keep it brief and factual.
This year 22/01 I purchased a vehicle from Cazoo with Finance from their mandatory broker that ended up to be Alphera.
Within the first 2 weeks I had 2 faults on the vehicle, at this point I should have just rejected the vehicle back to Cazoo but as it was 90 day warranty I gave them a chance to fix.
Many painful months later back and forth to garages with faults I decided to reject the car.
After many many phonecalls and emails, most without a response, on 13/03 I emailed to reject the car as not fit for purpose and unsatisfactory quality under the consumer rights act.
The response from Cazoo was it couldn't be returned because a. 30 days had expired and b. it was under a finance agreement. At this point I should have escalated but I didnt and eventually got the issues fixed.
Then I hear rumours of Cazoo going bust and sure enough they went into administration owing me £256 which I was told by the admistrators that I wouldn't get back
3 weeks ago, so now 6 months from the purchase date. New problems with the car, engine warning light and told it might be the DPF.

I am not bothered about the lost £256 but I want to reject this 27k car that's not fit for purpose to the finance company.
I believe I was fobbed off by Cazoo as they were going bust, the main points are the vehicle was reported faulty in writing within 14 days, but then not resolved for months. Then they quoted outside 30 days, too late to reject.
Does anyone from MSE community have advise, similar experience or a draft letter I can use to take to start my case with Alphera?

Not all faults give a right to reject - a used car has to be considered against the age, price paid, mileage etc.

Can you share more information about what the actual faults were?

The DPF issue, after 7 months or so, may be linked to service (or lack of) and / or type of use since purchasing.

Start the S75 claim, but expect the finance company to push for details.

lee_bates

Thanks for the quick info All.
I didnt want to bog down this forum with the boring details of the DPF, trust me I could go on for hours I will keep that for the LR forums.
To keep it brief
First 2 weeks, DPF temperature sensor fault, EML, replaced under warranty.
First 2 weeks, service required light on, even though Cazoo said they serviced it, oil service done.
First 2 weeks, battery drain issue - this was the one that went on and on. Eventually had new battery, software update all by LR. £1000 work covered under warranty.
Now EML with a message that unsufficient flow of EGR exhaust gas, garage said it could be the DPF or EGR take to specialist. This is the last straw for me, why should I have to put up with these faults and inconvenience.

So i will try and reject and keep you updated.
I have kept a log of all emails, conversations etc with Cazoo, garages.

PushyK2025

 lee_bates said:

Thanks for the quick info All.
I didnt want to bog down this forum with the boring details of the DPF, trust me I could go on for hours I will keep that for the LR forums.
To keep it brief
First 2 weeks, DPF temperature sensor fault, EML, replaced under warranty.
First 2 weeks, service required light on, even though Cazoo said they serviced it, oil service done.
First 2 weeks, battery drain issue - this was the one that went on and on. Eventually had new battery, software update all by LR. £1000 work covered under warranty.
Now EML with a message that unsufficient flow of EGR exhaust gas, garage said it could be the DPF or EGR take to specialist. This is the last straw for me, why should I have to put up with these faults and inconvenience.

So i will try and reject and keep you updated.
I have kept a log of all emails, conversations etc with Cazoo, garages.

Ive just found this thread and I’m in exactly the same situation. Bought the car and it’s been nothing but problems. Did you get anywhere with the finance company? We sent out complaint today. 

born_again

PushyK2025 said:

 lee_bates said:

Thanks for the quick info All.
I didnt want to bog down this forum with the boring details of the DPF, trust me I could go on for hours I will keep that for the LR forums.
To keep it brief
First 2 weeks, DPF temperature sensor fault, EML, replaced under warranty.
First 2 weeks, service required light on, even though Cazoo said they serviced it, oil service done.
First 2 weeks, battery drain issue - this was the one that went on and on. Eventually had new battery, software update all by LR. £1000 work covered under warranty.
Now EML with a message that unsufficient flow of EGR exhaust gas, garage said it could be the DPF or EGR take to specialist. This is the last straw for me, why should I have to put up with these faults and inconvenience.

So i will try and reject and keep you updated.
I have kept a log of all emails, conversations etc with Cazoo, garages.

Ive just found this thread and I’m in exactly the same situation. Bought the car and it’s been nothing but problems. Did you get anywhere with the finance company? We sent out complaint today. 

They have not been back since Aug 27, 2024

How did you pay for the car?

Grumpy_chap

PushyK2025 said:

 lee_bates said:

Thanks for the quick info All.
I didnt want to bog down this forum with the boring details of the DPF, trust me I could go on for hours I will keep that for the LR forums.
To keep it brief
First 2 weeks, DPF temperature sensor fault, EML, replaced under warranty.
First 2 weeks, service required light on, even though Cazoo said they serviced it, oil service done.
First 2 weeks, battery drain issue - this was the one that went on and on. Eventually had new battery, software update all by LR. £1000 work covered under warranty.
Now EML with a message that unsufficient flow of EGR exhaust gas, garage said it could be the DPF or EGR take to specialist. This is the last straw for me, why should I have to put up with these faults and inconvenience.

So i will try and reject and keep you updated.
I have kept a log of all emails, conversations etc with Cazoo, garages.

Ive just found this thread and I’m in exactly the same situation. Bought the car and it’s been nothing but problems. Did you get anywhere with the finance company? We sent out complaint today. 

When did you buy the car?
How many miles have you covered since?
What servicing have you undertaken since purchase?
What are the nature of the faults you are experiencing?
When did the faults present?


This might be better as a new thread.