Kenya

Worst experience ever.

May 2023 the passenger electric folding mirror worked fine when we got home the night before I reported it an it was parked off road in the yard and no one can get to it. Came out in the morning unlocked the car and the mirror on the passenger side never folded out. Called & got a booking date, took the car to lakeside Cazoo, spoke to Angel on arrival, she said it was booked in for diagnostics. She informed me since it’s a straightforward repair it wouldn’t need diagnostics, she will order the part and get me booked in the Friday of the same week or following Monday. A week passed no correspondence. I had to email customer service. Got the car booked for repair October 2023, took car in again only to be told it was booked in for diagnostics again not repair. No parts ordered as previously advised by Angel. Needed service so I left car after 9am-4pm went to collect the car nothing has been done car was just sitting there and I had my newborn baby and family with me at the time. The service and diagnostics was only carried out when we got back to the branch, which we had to sit and wait for over 1hr. I asked Tia service manager, what’s the progress with the car, she went and check seemingly only to come back to try blame me for the mirror not working saying it had impact damage so it won’t be covered by warranty. I told her if she talking about the tape residue I put tape to hold it steady?I asked for diagnostics report and to speak to the engineer on how they came to that conclusion, the engineer was unavailable so I took the print out for the report. It stated carried out diagnostics check at 9am, REMINDER, I reach cazoo after 9am and we had to wait while they did the diagnostics at 4pm, so how can you do diagnostics on a vehicle that’s not present? 1.Left wing mirror doesn’t go in and out (DK- 9am) engineer. Nothing about damage mirror. 2. carried out interim service 0cc-1200cc (DK) engineer 3. Wing mirror motor testing correctly, visible damage to wing mirror (NT-11.00 am) NT meaning No Technician. So who did this diagnostics if it had diagnostics earlier that morning and no technician? This is where the lies and the poor customer service really became apparent. Writing up false reports just to not help the customer. This happened on three more occasions. Last appointment on 27th Feb 2024, dropped keys off, took our baby and left. Got a call after 3pm from Tia to say they have replaced the mirror and it’s still not working so it’s the wiring and it gonna need more time to fix, and I have two options, get a hire car or take cab home. When we arrived back to the branch, the information have changed, it won’t be covered under warranty because it wiring issue. When the so called diagnostics clearly showed/stated “after inspection we have found that the wing mirror has 12 volts earth which means the power is running correctly to the wing mirror”. In all the reports there has always been power to the wing mirrors. The wing mirror has power, the blind spot light works, indicators work so what wiring? Now that they’ve opened up, all of a sudden there is no power to the wing mirror, so any issues after the fact its on Cazoo not the customer. No courtesy car option available as previously told, just pay from our pockets then send invoice to customer service, what if we had no money for travel? After getting nowhere we booked cab home and went to collect the car next day. Nearly a year later an there’s still no working side mirror. Bunch of cowboys and cowgirls taking liberties out of hard working people making it hard to trust anything this company does or say, it’s just endless fabricating lies and excuses not to stick to their contractual agreement. Lastly, couple days after, while driving my son to school he opened the glove compartment and the wires were all hanging out, which is a health and safety hazard. I had to pull over and take pictures and videos and push them back in. After all we have been through with Cazoo, this is the sort of work they do. I DO NOT recommend Cazoo and Assurant to no one.