Awful! - No real support when things go wrong
UPDATE 5/08/2025:
Do not use Carmoola if you want any after sales support! I really mean it.
In addition to the below, I went to pay off my loan using a different card. The app stopped working. When I went back into the app all of my data was gone, no history or anything. I checked my account and they had taken the full amount from my card. In addition I called Carmoola obviously frustrated as they've just taken £6,900 cash from my account without ANY acknowledgment and I ended up with a rude, patronising sales rep. Seriously do not use them!
I now have 2 pending cases against this company!
Original issue:
I bought a used Renault Zoe through Carmoola in April 2023 and everything seemed fine until the traction motor failed just over 2 years later. I had driven less than 5,000 miles since purchase, with full dealer servicing and MOTs, and the car had only just been serviced when the issue occurred.
Despite having evidence from Renault and the RAC showing a serious insulation fault that made the car undriveable, Carmoola refused to help. They repeatedly quoted the 6-month Consumer Rights rule and insisted I prove the fault was there at the time of purchase which, for complex electrical components in EVs, is nearly impossible without expensive inspections that most consumers can’t afford.
What really disappointed me wasn’t just the refusal to support me it was the tone. Their response was patronising and dismissive, ignoring the fact I’m now left paying off finance on a car that’s been undriveable and in a garage for weeks. Zero effort to act fairly or investigate deeper.
Their customer service is fine when things are going smoothly, but the moment something goes wrong, you're on your own. I’ve now escalated to the Financial Ombudsman and would strongly urge anyone using Carmoola to be cautious. If your car breaks, don’t expect any help.
Reply from Carmoola
Hey there,
We're really sorry to hear about what’s happened with your Renault Zoe 😞 That sounds incredibly frustrating – especially after taking good care of the car and experiencing such a major fault just outside the warranty period. We totally get how upsetting it must be to feel unsupported when things go wrong, and we’re genuinely sorry that our response felt dismissive – that’s never how we want anyone to feel.
We aim to treat every customer fairly, but we clearly fell short here in how things were handled and communicated 💔. Thank you for taking the time to explain everything so clearly – it’s important feedback, and we’re passing it along to help us do better, especially in more complex situations like this one.
Wishing you all the best – and again, we're really sorry for the upset this has caused.
All the best.