Bought 2 cars, both returned to dealer, still awaiting refund, service diabolical to be honest.

From: Eva CahoonSent: 03 July 2026 10:06To: Feedback - Charleshurst; F and I ComplaintsSubject: Fwd: PAYMENT REFERNCE- AUDI A1 - NJ17AVGExternal Sender: Confirm legitimacy before acting.Dear AllCan someone from Charles Hurst contact me to arrange for the TPLI Fault signal to be investigated and fixed under warranty?Kind regardsEvaEva Cahoon07823779036---------- Forwarded message ---------From: Eva CahoonDate: Thu, Jun 18, 2026 at 10:51 AMSubject: Fwd: PAYMENT REFERNCE- AUDI A1 - NJ17AVGTo:,Hi ChrisJust looking to follow up on the below and see when we can get booked in and looked atThanksEva---------- Forwarded message ---------From: Eva CahoonDate: Wed, Jun 10, 2026 at 9:53 AMSubject: Fwd: PAYMENT REFERNCE- AUDI A1 - NJ17AVGTo:Hi ChrisJust following up as a warning light has appeared on the car - TPLI Fault.Can we arrange for this to be investigated under warranty?ThanksEva---------- Forwarded message ---------From: Chris GordonDate: Fri, Feb 20, 2026 at 11:59 AMSubject: PAYMENT REFERNCE- AUDI A1 - NJ17AVGTo: ecahoon415@gmail.comHi Eva,Please see BELOW for bank details and ABOVE for vehicle payment reference detailsRemaining balance to transfer – £10000,00If you could email me back or phone me just for confirmation when you have done the transfer , just so I can clear it with accounts department.Many thanks,Chris GordonSales ExecutiveCharles Hurst Budget Direct Belfast62 Boucher Road | Belfast | BT12 6LRT: 02890 383597charleshurstgroup.co.uk/budget-direct

My complaint is regarding both poor customer service and the quality of the car. After purchasing the car I had to go back to the garage twice in a row. Firstly the car was squeaking and secondly the window wipers wouldn’t work. There was absolutely no urgency or apology for the issues and the fact that I had to go back twice. Whenever I picked the car up initially I also hadn’t filled in all the paper work and was told I shouldn’t have actually got the car despite Scott the sales executive giving me the keys and assuring I was good to go. There were also two Audi keys belonging to another car left in my car that I only noticed once I’d got home. Extremely unprofessional service from Scott and I appreciate that he hasn’t been with the company long however he should be in training as his product knowledge was very minimal and he answered many of my questions wrong such as telling me my MOT was due in August when it was actually February and also telling me the service book was “lost” but then it appeared in the car.

Bought a car and collected it on Monday 18th May, discovered it had a serious engine problem and returned the car to be informed it needed a replacement engine. Was told I could choose a replacement, which was my choice rather than a refund, and did so on Wed 10th June from their Portadown headquarters. Today Sunday 21st June I am still waiting for that car. My thoughts on (how did we do) are unprintable.Unnecessary stress, no communication from the salesperson unless initiated by myself, all adds up to a very bad experience overall and who knows when I will get the car.Not happy at all.

Having submitted my enquiry regarding a specific vehicle, I waited, and waited, and waited. This communication is the first I have received.

I am writing to submit a formal complaint regarding the purchase and ongoing issues with a vehicle supplied through your First Time Buyers Belfast branch.I initially purchased the vehicle in September 2025. In early November 2025, the vehicle suffered a major mechanical failure and required a full engine replacement. Following this, I was provided with a replacement vehicle.However, there are several serious concerns regarding both the original sale and the replacement vehicle:At the time of sale, the vehicle had an active manufacturer recall with a “stop drive” notice, meaning it was not fit for road use. Despite this, a deposit was taken. I was later told this was “not illegal,” which I do not accept given the clear safety implications and the condition the vehicle was in at point of sale.With regard to the replacement vehicle:During the initial test drive, it was clear that the window required repair and the air conditioning was not working. I was advised that both issues had been resolved prior to handover. This was incorrect.Since taking delivery of the replacement vehicle, I have also had to return it for:* Air conditioning repair* Replacement of the O2 sensorThese issues should have been identified and rectified before the vehicle was supplied.In addition to the above, I have already raised a previous complaint regarding these issues; however, I have received no response whatsoever, which is unacceptable and contrary to expected customer service standards.Overall, I am extremely dissatisfied with the repeated faults, the safety concerns involved, and the lack of communication following my initial complaint. I do not believe the vehicles supplied were fit for purpose or properly prepared prior to handover.Given the seriousness of the situation, I am requesting a formal investigation into this matter and a written response outlining:* How a vehicle under a stop-drive recall was supplied* Why the replacement vehicle was delivered with unresolved faults* Why my previous complaint has not been acknowledged or responded to* What resolution you are prepared to offer, including appropriate compensation for inconvenience, loss of use, and repeated repairsPlease treat this as a formal complaint and respond within a reasonable timeframe.

After purchasing a car I experienced the worst ever after sales warranty.When the vehicle broke down we quoted a waiting time of 6 weeks before it could be booked in and a charge of £175 to look at it.This charge was not explained at time of purchase.Never again would I purchase from Charles Hurst.

Excellent service

Dear Complaints Team,I am writing to formally escalate my complaint regarding the vehicle supplied in 2025 (Nissan Juke - YGZ 1028) and the financial outcome following its return and settlement of the finance agreement.While I acknowledge that the vehicle was repurchased and the finance settled, I do not accept that I have been restored to the position I was in prior to entering this agreement, nor that the resolution fairly reflects the financial loss and disruption caused.The vehicle developed significant faults within days of purchase and required repeated repairs over an extended period, including approximately six weeks in your workshop. Despite multiple repair attempts, the issues persisted, demonstrating that the vehicle was not of satisfactory quality at the point of sale and not fit for purpose under the Consumer Rights Act 2015.Although the agreement was ultimately brought to an end, the manner in which it was resolved left me materially worse off. In particular:I lost the benefit of my part-exchange vehicle valued at £2,300I made finance payments during a period where the vehicle was demonstrably defectiveI was left without a functioning vehicle for a significant periodThe overall financial outcome did not restore my original position prior to purchaseWhilst I note a previous goodwill payment was issued in relation to separate complaint issues, this did not address the substantive financial loss arising from the defective nature of the vehicle and the breakdown of the agreement.Given the clear evidence of early and persistent faults, prolonged repair periods, and the eventual termination of the agreement, I consider that the outcome to date falls short of what is required under consumer law and fair redress principles.I am therefore requesting that this matter is urgently reviewed by a senior complaints handler with authority to make an enhanced settlement offer. I am seeking a fair and reasonable financial resolution to reflect the loss suffered and to avoid the need for escalation to alternative dispute resolution channels.If I do not receive a satisfactory proposal, I will have no option but to escalate the matter further.I look forward to your prompt response.Yours sincerely,Diana Rogan

There was email replies and phone calls until the car I was looking at sold. I emailed and rang countless times after that to see if there was anything else that suited me. Still waiting on a reply and that was over 3 weeks ago. I took my £11,000.00 cash and bought else where!