Latent Defect Handling and Unreasonable Refund Delays

We Buy Cars – Latent Defect Handling and Unreasonable Refund Delays

My experience purchasing a vehicle from We Buy Cars left me without a car for an entire month and without access to my funds during that time.

I purchased a vehicle that appeared to be in good condition and drove normally. Shortly after purchase, as the vehicle was due for a routine service, my mechanic identified abnormal pressure in the coolant system. While investigating further, I contacted the dealership where the vehicle had been prior to being sold to We Buy Cars. They confirmed that before my purchase, the vehicle had suffered a water pipe failure, overheating, and that combustion gases had been found in the coolant.

I approached We Buy Cars to return the vehicle due to this latent defect. I was then required to obtain a report and quotation from an RMI approved mechanic before We Buy Cars would decide whether to repair, replace, or refund the vehicle. Due to it being the start of the year, this process took almost two weeks. All documentation was submitted as soon as it became available.

We Buy Cars eventually agreed to take the vehicle back. I requested collection as I did not feel comfortable driving a vehicle with a known cooling system issue and overheating history. Collection took nearly a week, allegedly due to limited flatbed availability.

After the vehicle was returned and signed off, my refund was still not processed. I waited more than another week, repeatedly following up, while the vehicle was already being advertised and ultimately sold to another customer before my refund was paid. During this entire period, I had no vehicle and could not purchase an alternative because my funds were being withheld.

The refund was only processed after escalation and reference to my rights under the Consumer Protection Act. I was initially issued a credit note, which is not acceptable for a latent defect return.

I want to be clear that I do not blame branch staff. The failure lies with the head office systems and procedures for handling latent defect cases, which place the financial and practical burden on the customer.

Being told the vehicle was “fixed” by unblocking a pipe, despite a prior dealership confirming combustion gases in the coolant, raises serious concerns about vehicle assessment and resale practices.

I would caution anyone considering buying a vehicle from We Buy Cars to fully understand the risks involved if something goes wrong.