My Arbury Experience
In February 2024, I purchased a used Vauxhall Zafira Tourer from Arbury Motor Group in Walsall. Alongside the vehicle, I was sold an extended warranty (SPOTiCAR Extended Warranty), which was presented as offering peace of mind for unexpected major repair costs.
This website documents my journey — from significant mechanical issues and poor communication to my efforts to find a fair resolution.
Summary of Issues
- Car delivery was delayed unexpectedly, causing inconvenience and additional travel costs.
- Vehicle was delivered with visible damage that was initially denied by the salesperson.
- Mechanical faults appeared within 12 months, including a critical timing chain issue.
- Car became undrivable and broke down in traffic, requiring police intervention.
- Arbury and SPOTiCAR have not provided adequate support to resolve the issue under warranty.
- Customer has been left without a usable vehicle since March 2025.
Timeline of Mechanical Issues
- 20 Feb 2025: Vehicle fails MOT at Arbury due to engine light. Returned to me with light off.
- 22 Feb 2025: Vehicle passes MOT at a different garage.
- Late Feb – March 2025: Engine light intermittently returns. I limit use and arrange a diagnostic.
- 20 Mar 2025: Independent diagnostic reveals timing chain and clutch issues. Advised vehicle is unsafe to drive - limit to short, necessary journeys only.
- 29 Mar 2025: Vehicle breaks down after a hospital appointment. Police attend. Recovery via friend’s service.
- 10 Apr 2025: Contacted Arbury to initiate warranty support.
- 14 Apr 2025 - 2 May 2025:No response from Arbury despite three emails chasing a response during this period.
- April–May 2025: Car remains undrivable. Ongoing delays, limited support offered, recovery and diagnostics not fully covered.
Concerns Raised
- Lack of meaningful communication for weeks despite a serious issue.
- No support offered for vehicle recovery despite the car being undrivable.
- Potential for high diagnostic costs - even though I’ve already paid for a third-party diagnostic.
- Warranty sold as peace of mind but now creating financial uncertainty before support is even confirmed.
- Early sales process raised red flags, including unexplained delivery damage and resistance to resolving it.
What I’m Asking For
- That Arbury covers the cost of recovery, or arranges it without charge, given the condition and circumstances.
- That no further diagnostic charges are passed to me, whether the repair is deemed valid under warranty or not.
- That the full cost of any repair related to this fault is covered either under the warranty or by Arbury - I do not believe it is fair or acceptable for me to bear the repair costs in these circumstances.
Disclaimer
This website is a factual account of my personal experience with Arbury Motor Group and the SPOTiCAR Extended Warranty. It includes opinions based on documented correspondence and actual events. I welcome any correction or clarification from Arbury if any information is inaccurate. This is not an attempt to defame, but to inform others and seek accountability.
To get in touch regarding this content, please email me.