Philip T

Sold car with undeclared accident damage

Cazoo sold me a Jaguar XF which was delivered on 18/10/23. It had 4 'minor' faults (although one was a critical safety issue, as the front passenger door did not open from the inside - a safety issue in an emergency). It took Cazoo exactly 100 days (over 3 months!) to resolve these 'minor' issues. Worse than that, when the car was in for these repairs it was found that there was water ingress into the lower rear chassis, with water collecting in the battery compartment (which on the XF is a 'well' underneath the boot floor). In stripping out the interior trim of the boot to try to find the cause of the water ingress the garage found evidence of previous accident damage and repairs to the rear of the car. This looks like a significant previous rear end impact and repair. Damage that was not disclosed to me by Cazoo at the point of sale. Cazoo have been a nightmare to deal with over this. During the time attempting to get the initial known issues resolved they made numerous promises of 'prompt call back' by their aftercare team, which never happens. There have been over 60 emails back and forth with Cazoo and I am still sitting with an unrepaired accident damaged car still leaking water into the battery compartment. On 26th February Cazoo indicated that they would prefer to take the car back and refund it (rather than refund it and compensate for the lower value of the car now the previous accident damage is known). They agreed to arrange to collect the car and to process the refund, providing me with evidence of the refund leaving their bank account before driving the car away. Unbelievably, they have now told me by email today that they are now reneging on that promise too and cannot refund at the point of collection! (Imagine if when buying the car I asked them if I could drive it away and pay later!!) Five months on from buying the car I have now had to threaten legal action if they do not now act to resolve this quickly and acceptably. There are lots of good reviews for Cazoo on TrustPilot, so I assume that they must sell lots of cars with no issues. However please be warned that if anything goes wrong (based on my experience) you will be in for the worst customer care experience of your life, weeks and months of delays in putting things right, and failed promises from this unreliable car seller.