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!

I am writing to formally complain about the unacceptable handling of the purchase of a vehicle from your showroom and to place you on notice that I believe you are in breach of the Consumer Rights Act 2015.On Wednesday 18th March 2026, I attended your site to purchase my daughters her first car. I viewed the vehicle with your sales representative, Chris, and took it for a test drive. During this visit I raised several concerns:• The driver’s wing mirror was badly marked at the rear – I was told the cover would be replaced.• There was a large scrape on the driver’s side front bumper – I was told this would be resprayed.• The parcel shelf was missing – I was told a replacement would be ordered.All of the above were described to us as “easy fixes”.I advised Chris that I would go home and confirm my decision the following morning. On Thursday 19th March at 9:30am, I telephoned to confirm that I would be purchasing the car. At this stage Chris informed me that he would require 7–10 days to prepare the vehicle due to limited mechanics. I made it clear that our daughter had her first driving test booked for Friday 10th April and that the agreed timeframe would allow her two full weeks to practice in her own car prior to the test.One week later, having heard nothing further, I contacted your site for an update. After several unanswered calls and a request for a callback that never came, I followed up by email—again receiving no response. When I eventually spoke to Chris on the Friday, I was told there was a delay and that the car would not be ready until the following week.The same pattern of poor communication continued the following week. After sending a direct email on Friday 3rd April, I finally received a call from Martin, who identified himself as the manager. He advised that further issues had arisen, notably that an incorrect electric window switch had been ordered, and that the site would be closed for Easter until Wednesday 8th April.At this point we had been waiting over two weeks, and as a direct consequence of these delays we incurred £140 in additional costs to source another vehicle so our daughter could complete her driving test.Despite this, we again experienced complete radio silence on Wednesday 8th April. On Thursday 9th April I contacted Chris and was told we could collect the car at 1pm, but that we would need to take it for an MOT ourselves. This was not presented as an issue, as we had been assured the vehicle was fully serviced and MOT ready.On Monday 13th April, the vehicle failed its MOT due to pitted and rusted brake pipes—a fault that was clearly visible and indicative of poor, lazy, and cost cutting workmanship.My husband contacted Martin, who stated that he did not want Chris to hand over the vehicle until the dealership had completed the MOT themselves—despite the fact that we had already paid for the vehicle and had now been waiting approximately three and a half weeks.This raised serious concerns:• If the vehicle was MOT ready, why would it matter who presented it for MOT?• Why was the car released to us in an unroadworthy condition?• Why was there such a complete lack of ownership, communication, and customer care?Martin stated he would call back with a plan. No call was received. After 5pm the same day my husband rang again and was informed Martin had gone home and Chris was busy with customers. My husband made it clear a return call was expected, otherwise we would seek legal advice. Chris eventually returned the call.It was agreed that the vehicle would be collected from my workplace the following morning and a courtesy car would be provided. The driver asked if my insurance was in place. When I attempted to arrange cover using the registration number, I discovered that the courtesy car was out of MOT since March and SORNed, meaning you left me with an uninsured, illegal vehicle.The purchased vehicle was returned on Wednesday 15th April, accompanied only by a photocopied MOT certificate. On inspection, it was discovered that the brake pipes had not been replaced at all but merely sprayed over, rendering the MOT highly questionable and entirely unacceptable.Breach of Consumer Rights Act 2015Under the Consumer Rights Act 2015, goods supplied must be:• Of satisfactory quality• Fit for purpose• As describedThe vehicle supplied to us clearly meets none of these criteria. Additionally, the extended delays, misinformation, poor workmanship, provision of an illegal courtesy car, and persistent lack of communication represent an appalling level of customer service.This has been an extremely distressing experience, particularly given this was our daughter’s first car purchase, which should have been a positive milestone.Resolution RequiredI am now requesting:• A full written explanation of how this situation was allowed to occur• Confirmation of whether the MOT is valid, given the brake pipes were clearly not replaced• Reimbursement of £140 incurred due to your delays• Details of your formal complaints processShould this matter not be resolved promptly and satisfactorily, I will have no hesitation in escalating this complaint to Trading Standards and seeking legal advice regarding my rights under the Consumer Rights Act 2015.I expect a response in writing within 14 days of the date of this letter.

Advertising a car and taking a deposit for a car sold the previous month

I reserved a vehicle online only to be informed in store that the vehicle had been sold. No explanation given about how this happened or apology. I am still waiting for my refund of my reserve deposit.

No one replied to my email.

I bought a ford focus reg cgz5832. I went to pick it up on friday 27th marchThe car has mouldExterior wing mirror has marks on itBoot lid/cover was brokenStart/stop does not workPrevious customers old rubbish still in the centre cup holdersBrake fluid is low and warning lights appeared on car almost immediatelyCar was not cleaned or had a valetI paid extra for guard x treatment which was not put on the carThe car stinks of damp and mildewI have chest issues and so does one of my children and i was told i have to wait until the 7th or 8th april for a valetI paid £6999 for the car and then extra for guard x and after seeing what ive been given it is not worth what i paid and i would appreciate compensation for having to1. Clean mould off surfaces until it fi ally gets a valet2. The stress in which this has left me as i have no choice but to drive the car as i traded in my old one and spent all i have thinking i was getting a decent car

refund chaser - Richard Craig - UFZ3370 - 07752013776