Claim Rejected Despite Jaguar Confirming Serious Turbo Failure

I am extremely disappointed with the way my concerns regarding a vehicle purchased from WeBuyCars have been handled.

In December 2025, I purchased a Jaguar from WeBuyCars. Shortly after returning from a holiday, the vehicle began smoking excessively. I connected an OBD reader which indicated that the glow plugs required replacement. This immediately raised concerns about the "service" that was supposedly completed before delivery, as glow plugs should have been identified during a proper inspection.

After replacing the glow plugs, the problem continued to worsen. I eventually took the vehicle to Jaguar for a full diagnostic assessment. Jaguar confirmed that oil was leaking through the turbocharger system into the manifold and engine components, indicating a far more serious issue than simple maintenance.

I submitted my first claim (***), which was rejected. The reason provided was that an alternative RMI-approved workshop, recommended by WeBuyCars, had included an oil filter and air filter on their quotation, and the claim was therefore treated as general maintenance. What appears to have been completely overlooked was the actual concern I raised: the failing turbocharger and oil leakage issue.

The rejection also referenced a known exhaust issue. However, the concern I logged was not related to the exhaust system. Furthermore, my sales representative specifically advised me that the exhaust issue had been repaired before I collected the vehicle.

Last week, I submitted a new claim (***). I answered every question requested, supp**** the repair quotation and vehicle mileage, and then heard absolutely nothing. The only update I received was after I personally followed up today.

What makes this even more disappointing is that this is not my first vehicle purchased through WeBuyCars. Between myself and my family, we have purchased more than three vehicles from the company and have always supported the business. This has been, without question, the worst customer service experience I have encountered.

I have also repeatedly requested assistance from the Finance and Insurance department regarding a warranty claim following the rejection of my first claim, but to date I have received no meaningful assistance or response.

The only positive experience throughout this process has been Mohamed Latif, who has consistently followed up with me and attempted to assist wherever possible. He has gone above and beyond, but there is only so much one person can do when the wider process appears to be failing customers.

I expected far better from WeBuyCars, especially as a returning customer. Instead, I have been left with a vehicle requiring major repairs and a claims process that has been frustrating, slow, and seemingly unwilling to address the actual issue being reported.