Cazoo nightmare, advice needed? What action can I take?

[samr500]

Looking for some advise if anyone can help please.

Long story short, I purchased a VW Golf from Cazoo in August 2022. Around 3 weeks after collecting, the car flagged a DSG gearbox problem and engine light. The car would lose power randomly and stall and would have burning oil smell when driving.

After taking a few months to get the car booked in to a garage and inspected, they have now in early December advised that it’s uneconomical to repair and will refund me the cost of the car. Refund as of today is still pending after repeated follow ups - car cost was around £14k cash purchase.

Further I had also purchased brand new set of Michelin tyres (£320) and car had almost full tank of petrol when it went into garage end of November. I am also still paying insurance and road tax even though not been able to make much use of it. They are assessing if they will make me whole on the extra costs.

Now the actual issue that I could use some advise on:

When I initially flagged the problem to Cazoo they offered a courtesy car, which I collected (Skoda Fabia). Simple enough I thought but this was where the nightmare really started. After driving it home, I left it parked on my driveway overnight and upon trying to start it the next morning it was not driving off and seemingly broken down. It seems as if the wheels are locked even though the handbrake etc is off and burning smell coming from the clutch.

Made Cazoo aware of the situation almost immediately and asked if they could come and collect the car as soon as possible as it’s blocking space in my driveway and I can’t even make use of it.

Now fast forward a few months - the car is still parked in my driveway, still not moving. I have repeatedly phoned and emailed, requesting them to collect it. Each time they either ignore my emails or on call advise that they will arrange for someone to come and collect/repair.

On Monday I sent them a mail advising that they have until Christmas to collect as I need the space for family coming over the holidays and advised I would be forced to take action. Again no response from them on this.

Is there anything I can actually do about this or do I just need to accept the situation? Can I get the car towed or moved with hopefully no cost to myself?

I’m really struggling to find a solution to this - it seems they have completely forgotten that they even gave me a car at this point. The courtesy car MOT has even expired in the time it has sat in my driveway. I’m less concerned about the car I actually purchased (albeit that has been its own saga) - I just want this thing moved asap.

Any advise on this would be appreciated - I am based in Scotland if that makes a difference.

[edthefed]

Can you get the hire car onto the nearest public highway ?

Park it up and leave it there...email to Cazoo telling them where it is and "collect your car at your convenience i take no further responsibility for it"

[swanseaboydan]

I think you need your local newspaper on it - what a nuts situation!
The Cazoo PR machine will be all over it once a his happens.
( I reckon so anyway )

[Yex GTR]

Find any Cazoo presence on social media and make the issue public. I'm sure you'll get a response.

[Trevor555]

Wow, that's awful service regarding the loan car.

Has the person you've had contact with left the company?

Have you gone through a complaints procedure with them?

Agree with above comment about contacting them through social media. Not posting, but contact via message to the media people. This kind of worked for me when BMW went into ignore mode.

[Draxindustries1]

That's really 5* crap service.
Two broken cars and they don't seem bothered.
I'd do as someone already mentioned , tow the Skoda into the roadside and let them know where to find it. Just stick the keys in the glove box.
Hope you get your refund..

[p4cks]

I wonder how long Cazoo have left

[Rich1973]

Have they gone bust yet? Share price paints a very bad picture.

[Muzzer79]

Pull the car onto the highway and let them know where it is.

Their problem, not yours. You are not their storage firm

[Deerfoot]

So Cazoo has your car and after agreeing three weeks or so ago to issue a refund they haven't paid?

I'd be keeping that Fabia until the money is in your account..

[MrGTI6]

samr500 said:

When I initially flagged the problem to Cazoo they offered a courtesy car, which I collected (Skoda Fabia). Simple enough I thought but this was where the nightmare really started. After driving it home, I left it parked on my driveway overnight and upon trying to start it the next morning it was not driving off and seemingly broken down. It seems as if the wheels are locked even though the handbrake etc is off and burning smell coming from the clutch.

Are they drum brakes on the rear? If so, a good whack with a hammer might free them up. Very common with Polos and Ibizas, and I suspect the Fabia is pretty much the same car underneath.

[MustangGT]

Deerfoot said:

So Cazoo has your car and after agreeing three weeks or so ago to issue a refund they haven't paid?

I'd be keeping that Fabia until the money is in your account..

This.

[The spinner of plates]

p4cks said:

I wonder how long Cazoo have left

MrGTI6 said:

Let them know you're going to apply for a logbook for the Skoda. If they don't respond, apply for a logbook for the Skoda.

Sorry to alarm you OP, but I'd be holding onto that Skoda if I were you...

Personally I think they are going bust.. Cazoo are currently valued at £79m vs £6.5bn when launched on NYSE less than 18mths ago.

Lots of people and financial instructions have lost their shirts with this outfit, they're shares are now worth pennies.

It's incredibly hard to get money out (ie your refund owed) from a failing business as you're finding - polite mañana, mañana until the doors close..

Even a broken new Skoda has some equity in it.
Personally I'd not let it out of my site until your refund due is in the bank.
It's some sort of bargaining chip in case you end up in a line of creditors talking to an administrator.
If it can be towed out of your way, I'd be keeping it in a mates garage.

Good luck.

[NelsonM3]

I hope it works out for you OP. I would get a solicitor on the case asap before the company imminently goes bust.

[craigjm]

When you say it was a cash purchase I assume you paid for it on your credit card or debit card rather than walked in with 14k in folding. If you paid with either of these routes then contact your bank. Hold onto the Skoda

[Funk]

OP - did you buy the car from Cazoo on a credit card or even a portion of the purchase, such as the deposit? If so you'll have the backing of the credit card company under Section 75 in recovering the £14k.

https://www.moneysavingexpert.com/reclaim/section7...

As others have said, I'd be hanging on to the Skoda as a bargaining chip at this stage too.

[Jiebo]

Rich1973 said:

Have they gone bust yet? Share price paints a very bad picture.

Gosh, lost 98% of its value since the hay day during lockdowns.

[swanseaboydan]

Maybe worth chucking a few grand in . .

[journeymanpro]

Funk said:

OP - did you buy the car from Cazoo on a credit card or even a portion of the purchase, such as the deposit? If so you'll have the backing of the credit card company under Section 75 in recovering the £14k.

https://www.moneysavingexpert.com/reclaim/section7...

As others have said, I'd be hanging on to the Skoda as a bargaining chip at this stage too.

They don’t take credit cards, or at least they didn’t when partner bought her car.

[Easternlight]

Where is your nearest collection point?
Go there and speak to someone face to face, don't leave without a cheque or better bank transfer of monies owed,