Reject used car?
Discussion
After some reasoned thoughts or ideas on how to proceed with this.
Partner bought a used car from Cazoo a little while back. All was fine but she did complain that the steering felt 'odd' occasionally. I drove every now and then but never felt what she complained of so it was left. Then in a car park one day while maneuvering the wheel was taken out of her hands which with kids in the car was unnerving at best.
Rang cazoo and they said take to kwikfit, obviously not a job for them so cazoo then booked it into the nearest main dealer. Steering angle sensor was diagnosed as the issue and a new one was duly fitted. However there appears to be another issue that the dealer can't solve. Basic settings/calibration is failing and they have a tech case open with manufacturer but it's going nowhere.
The dealer has now had the car for 4 weeks with no further progress and cazoo will not authorise the dealer any more hours to spend on it. Meanwhile cazoo have provided a loan car (albeit not very suitable and nothing like the car that was purchased).
What would the members of Pistonheads do next? Ultimately partner wants the car back as she rather likes it but how long is reasonable to wait for this to be sorted?
Partner bought a used car from Cazoo a little while back. All was fine but she did complain that the steering felt 'odd' occasionally. I drove every now and then but never felt what she complained of so it was left. Then in a car park one day while maneuvering the wheel was taken out of her hands which with kids in the car was unnerving at best.
Rang cazoo and they said take to kwikfit, obviously not a job for them so cazoo then booked it into the nearest main dealer. Steering angle sensor was diagnosed as the issue and a new one was duly fitted. However there appears to be another issue that the dealer can't solve. Basic settings/calibration is failing and they have a tech case open with manufacturer but it's going nowhere.
The dealer has now had the car for 4 weeks with no further progress and cazoo will not authorise the dealer any more hours to spend on it. Meanwhile cazoo have provided a loan car (albeit not very suitable and nothing like the car that was purchased).
What would the members of Pistonheads do next? Ultimately partner wants the car back as she rather likes it but how long is reasonable to wait for this to be sorted?
I would contact Cazoo & give them a set time to have fixed the car, at the same time let them know that you'll be looking to reject the car should the issue not be resolved.
Offer the option of them finding you a similar car & in the meantime ask for a change of courtesy car to something more suited to your needs.
Offer the option of them finding you a similar car & in the meantime ask for a change of courtesy car to something more suited to your needs.
I'm trying to deal with a warranty issue for a customer, i've not decided if they are difficult, dragging things out or something else. Everytime you reply to an email someone else replies asking for something else even though they have already had the information.
The problem with warranty companies is they is they want the exact reason why something has failed and thats not always possible.
All you can do is contact them, tell them its going on to long and you want it resolving and what are they prepared to do.
The problem with warranty companies is they is they want the exact reason why something has failed and thats not always possible.
All you can do is contact them, tell them its going on to long and you want it resolving and what are they prepared to do.
journeymanpro said:
Purchased 16th June, fault first reported around 3rd September.
Rules are simple. I understand this somewhat as I helped a friend reject his car recently.Any fault or mis description within 30 days of sale
Immediate right to reject.
Between 30 days and 6 months, any fault is deemed to be present at point of sale and should be resolved by the dealer.
They have one chance. After one chance, if they do not resolve, you can reject the car for a refund (deduction for use etc may be applicable depending on mileage etc).
This is for dealer / garage purchases only and does not apply to private sales.
Without knowing what the fault is , it seems minor like an electrical issue so I'd say give them a chance, although third-party warranty providers and main dealers can be a pain to deal with (slow, excrutiating, not wanting to pay etc)
I am slightly confused as to how things are now? So Cazoo refuse to authorise any more work on it, have provided an inferior loan car, so what are they expecting to happen next?
I am assuming you want the car and are not suffering buyers remorse. If so, give the seller a chance to make right but be firm that the loan car is not acceptable and you want an agreed plan on what is happening next with timings. Get everything in writing, send them a copy in the post which needs a signature on receipt/if there in person write the letter and both sign and date. If it comes to rejecting as they have failed to make good the problem then you have documentation to support your rejection should you go down that path.
I am assuming you want the car and are not suffering buyers remorse. If so, give the seller a chance to make right but be firm that the loan car is not acceptable and you want an agreed plan on what is happening next with timings. Get everything in writing, send them a copy in the post which needs a signature on receipt/if there in person write the letter and both sign and date. If it comes to rejecting as they have failed to make good the problem then you have documentation to support your rejection should you go down that path.
journeymanpro said:
The dealer has now had the car for 4 weeks with no further progress and cazoo will not authorise the dealer any more hours to spend on it.
This reads like they're not spending any more to get it fixed for you, so it's not going to get fixed.Get straight onto citizens advice, it's a free service to consumers, and they'll tell you what to do, and point you to template letters on their website so you get the correct wording for your rejection.
I'm very surprised at Cazoo for this, I've only heard decent feedback so far from them.
Trevor555 said:
journeymanpro said:
The dealer has now had the car for 4 weeks with no further progress and cazoo will not authorise the dealer any more hours to spend on it.
This reads like they're not spending any more to get it fixed for you, so it's not going to get fixed.Get straight onto citizens advice, it's a free service to consumers, and they'll tell you what to do, and point you to template letters on their website so you get the correct wording for your rejection.
I'm very surprised at Cazoo for this, I've only heard decent feedback so far from them.
Mechanics / independent 3rd parties don't have any problem with honesty in these sorts of scenarios so I'd go and talk to the dealer where the car is. Visit in person, not on the phone. Be nice and friendly and don't give them the impression that you have anything against them or that you're demanding anything from them like "when do you think it'll be ready". Make sure you're alone so the dealer can be honest with you. A quiet little one-to-one. Maybe visit at an obscure time of day when they're less likely to be busy. Find out what's going on and then you're in a better place to decide on next steps.
AlanS20 said:
They have bounced her up and down like a tennis ball. Speak to the financial ombudsman
Financial ombudsman can only help if you've received a final response from a finance company. i.e. something has gone wrong with a finance agreement, a discussion has taken place, they have provided their final response. It is unsatisfactory to you... then you can involve the financial ombudsman. Totally inappropriate to this situation. ingenieur said:
Trevor555 said:
journeymanpro said:
The dealer has now had the car for 4 weeks with no further progress and cazoo will not authorise the dealer any more hours to spend on it.
This reads like they're not spending any more to get it fixed for you, so it's not going to get fixed.Get straight onto citizens advice, it's a free service to consumers, and they'll tell you what to do, and point you to template letters on their website so you get the correct wording for your rejection.
I'm very surprised at Cazoo for this, I've only heard decent feedback so far from them.
I've used them a few times, and so have other people I suggested.
I've not heard of anyone needing to wait for an appointment.
I got through to some one each time, and they were not useless at all.
In fact they taught me a thing or two, even though I've been on courses to learn about such laws myself when I became a sales manager.
Sorry to hear you had a poor experience with them, but my experiences are polar opposite.
Most people understand the premise of CRA 15.
As mentioned above, you are outside the 1st 30 days but within 6 months.
Notionally, you have fulfilled your obligations by allowing a repair attempt and can now ask for a resolution. This would be either refund or recompense.
Most people miss 2 important factors.
1. The standard of what is acceptable varies with age, mileage and price.
2. Only a court can enforce the right to reject.
Cazoo are clueless when anything more than a minor fault occurs. We have repaired several cars on their behalf that were of terrible quality. In our experience however they are not afraid to throw money at an issue.
Of you want to keep the car ask them to book it into a main dealer at their cost
As mentioned above, you are outside the 1st 30 days but within 6 months.
Notionally, you have fulfilled your obligations by allowing a repair attempt and can now ask for a resolution. This would be either refund or recompense.
Most people miss 2 important factors.
1. The standard of what is acceptable varies with age, mileage and price.
2. Only a court can enforce the right to reject.
Cazoo are clueless when anything more than a minor fault occurs. We have repaired several cars on their behalf that were of terrible quality. In our experience however they are not afraid to throw money at an issue.
Of you want to keep the car ask them to book it into a main dealer at their cost
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