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Hi,
I am a first time user of this forum and would welcome advice.
I recently purchased a car Cazoo on behalf of my daughter who had recently passed her test and she had saved money up for it.
The advertised mileage at point of sale was 10miles. I have written email confirmation of the advertised mileage on the purchase receipt as being 10miles.
I also kept a record of the advertised web page as PDF which also says 10miles.
When I took delivery of the vehicle I found that the mileage was over 500miles.
I was very annoyed as the main reason I chose this particular car registered 2021 was that I believed it only had delivery mileage.
It was a huge selling point for me as I chose to spend more on that vehicle than others I looked at that had significantly more miles on the clock and were effectively second hand.
I pointed this out to the salesman doing the handover. He went and checked his computer records and double checked the vehicle and agreed that it was incorrect on the website at point of sale.
To his credit he did ask whether I wanted to accept the vehicle. Given the excitement my daughter had of getting her first car that she had saved up for, she chose to take ownership.
Cazoo has a policy of a full money back refund within 7 days assuming you don’t go over 250miles.
If you go over 250miles in 7 days you pay an excess of £1 per mile according to the T&Cs.
https://www.cazoo.co.uk/purchase-terms-and-conditions/
The handover salesman said that he would raise a case and customer support would be in contact to address the issue. He did not take a photograph of the mileage and neither did I. In hindsight I wish I had.
Subsequently the Cazoo support desk were in contact a few hours later by email asking for photographic evidence of the mileage.
Now by that stage my daughter had driven around 200miles from taking delivery of the car to her destination.
Thankfully we had a telematics device installed as part of her new drivers vehicle policy so I can prove when we started our journey, how long she drove for and how far she drove before I was able to read the email from Cazoo customer support.
On reading this I immediately took a picture of the new mileage which included the distance travelled that day. We can compare that with the telematics data which we captured a screenshot of.
Now I have read the T&Cs on the Cazoo website and it says the following “The mileage on the Vehicle may vary to that stated on the Site as a result of, for example, transport to our refurbishment facility and delivery to You or to a Customer Centre. If your Vehicle is a car, the mileage will not vary by more than 100 miles from the amount stated on the Site.”
No where can I see in the T&Cs what to do in the event that the mileage is over 100miles higher.
My daughter really likes the car and intends keeping it, but I’m very angry that I was sold a second hand car rather than one with only delivery mileage on it.
Please could someone advise me on what the best way to deal with Cazoo regarding this matter. Obviously I have all evidence aside from a photo in the showroom of the actual mileage on receipt.
Please note that the car was only delivered with one key which was advertised. I’m in the process of getting an additional key cut.
Surely there must be some kind of recompense with this situation as the car with one owner having done 500 miles must result in vehicle depreciation.
One thing I will say in favour of Cazoo it was an excellent end to end purchase. I’d happily buy from them again as their service was first class.
I am a first time user of this forum and would welcome advice.
I recently purchased a car Cazoo on behalf of my daughter who had recently passed her test and she had saved money up for it.
The advertised mileage at point of sale was 10miles. I have written email confirmation of the advertised mileage on the purchase receipt as being 10miles.
I also kept a record of the advertised web page as PDF which also says 10miles.
When I took delivery of the vehicle I found that the mileage was over 500miles.
I was very annoyed as the main reason I chose this particular car registered 2021 was that I believed it only had delivery mileage.
It was a huge selling point for me as I chose to spend more on that vehicle than others I looked at that had significantly more miles on the clock and were effectively second hand.
I pointed this out to the salesman doing the handover. He went and checked his computer records and double checked the vehicle and agreed that it was incorrect on the website at point of sale.
To his credit he did ask whether I wanted to accept the vehicle. Given the excitement my daughter had of getting her first car that she had saved up for, she chose to take ownership.
Cazoo has a policy of a full money back refund within 7 days assuming you don’t go over 250miles.
If you go over 250miles in 7 days you pay an excess of £1 per mile according to the T&Cs.
https://www.cazoo.co.uk/purchase-terms-and-conditions/
The handover salesman said that he would raise a case and customer support would be in contact to address the issue. He did not take a photograph of the mileage and neither did I. In hindsight I wish I had.
Subsequently the Cazoo support desk were in contact a few hours later by email asking for photographic evidence of the mileage.
Now by that stage my daughter had driven around 200miles from taking delivery of the car to her destination.
Thankfully we had a telematics device installed as part of her new drivers vehicle policy so I can prove when we started our journey, how long she drove for and how far she drove before I was able to read the email from Cazoo customer support.
On reading this I immediately took a picture of the new mileage which included the distance travelled that day. We can compare that with the telematics data which we captured a screenshot of.
Now I have read the T&Cs on the Cazoo website and it says the following “The mileage on the Vehicle may vary to that stated on the Site as a result of, for example, transport to our refurbishment facility and delivery to You or to a Customer Centre. If your Vehicle is a car, the mileage will not vary by more than 100 miles from the amount stated on the Site.”
No where can I see in the T&Cs what to do in the event that the mileage is over 100miles higher.
My daughter really likes the car and intends keeping it, but I’m very angry that I was sold a second hand car rather than one with only delivery mileage on it.
Please could someone advise me on what the best way to deal with Cazoo regarding this matter. Obviously I have all evidence aside from a photo in the showroom of the actual mileage on receipt.
Please note that the car was only delivered with one key which was advertised. I’m in the process of getting an additional key cut.
Surely there must be some kind of recompense with this situation as the car with one owner having done 500 miles must result in vehicle depreciation.
One thing I will say in favour of Cazoo it was an excellent end to end purchase. I’d happily buy from them again as their service was first class.
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