Jade

Difficult Experience After Purchase

I purchased a used Vauxhall Mokka X from York Ward & Rowlatt in Wellingborough on 29 April 2026. Before completing the purchase, I raised concerns about milky, mayonnaise-like residue that I had seen on the oil dipstick and later around the oil filler cap. My concern was that this could indicate an engine or cooling-system issue, such as possible coolant/oil contamination. On 2 May 2026, within a few days of collection, the vehicle developed serious symptoms while I was driving. I heard a loud bang from the engine area, the car jerked, lost power, the engine warning light came on, the vehicle stalled/cut out, and smoke came from the exhaust. I found the experience very frightening and reported the issue to the dealership the same day in writing. In my written complaint, which I emailed after hours, I asked for diagnostic checks to be carried out and for the results to be provided, including checks to confirm or rule out possible coolant/oil contamination or other internal engine or cooling-system faults. I also asked for relevant fault-code information and diagnostic history to be preserved. The dealership responded quickly and offered either an alternative vehicle discussion or a refund. I attended a follow-up meeting at the dealership, where a loan vehicle was discussed/offered, but I refused the loan vehicle. I returned the purchased vehicle to the dealership on 4 May 2026 and waited for a full refund. After that, I received an email from the dealer stating that unless I returned the loan vehicle the refund would not be processed. I queried this because no loan vehicle had been supplied to me. The dealership later confirmed in writing that no loan vehicle had been supplied, they made a mistake. I then received a full refund of the vehicle. Although I had requested diagnostic checks for clarity, the dealership also confirmed in writing that it would not be carrying out further inspection, diagnostic work, repairs, or investigation on the black Vauxhall Mokka X. As a result, I did not receive the diagnostic results I had requested, and I was left without a clear written explanation of what caused the symptoms I experienced shortly after purchase. I appreciate that the vehicle transaction itself was refunded, but my overall experience was stressful and disappointing. Based on my experience, I would advise anyone buying a used vehicle from this dealership to have any mechanical concerns independently checked before completing the purchase, and to make sure important points, including any loan vehicle arrangements, are confirmed in writing.