Father in law Malcom McCollum purchased vehicle for my daughter in early February. Took 3 weeks to complete and was offered 1 years warranty and first service free due to the issues. However having requested that this be followed up in writing via email on several occasions in person on delivery of car and by phone I’ve had no confirmation. They will now not answer the phone to my number. I feel that they are now ignoring us and am concerned that any issues in the future will be ignored and extension of services could be denied.

Noone returned message

Dear Sir/Madam,I am writing to formally raise a complaint regarding the Mitsubishi Mirage I purchased from Charles Hurst in August 2024 through a finance agreement.At the time of purchase, I also took out the six-month warranty that was offered to me. However, since that warranty expired, I have experienced ongoing and extremely serious issues with the vehicle.Within seven months of owning the car, I was forced to replace all of the brakes and brake calipers after the entire braking system seized while I was driving, almost causing a serious accident. This was particularly alarming given that the car had passed an MOT with yourselves only a few months prior and was represented as safe and roadworthy. I covered the cost of these repairs myself.Since then, I have ensured that the vehicle has been regularly serviced and properly maintained, and I have full documentation to evidence this upkeep.Unfortunately, in December 2025, the engine completely failed. I have been advised by a mechanic that the cost of replacing the engine would exceed the value of the vehicle itself. I am therefore left paying finance on a car that is no longer operational and is effectively unusable.I am extremely unhappy with the reliability and condition of this vehicle given that I have owned it for just over a year. I also find it deeply concerning that, during the sales process, I was encouraged to purchase the warranty with a story about another customer’s engine failing shortly after leaving the dealership — which now feels particularly ironic given my own experience.To make matters more urgent, I am currently 32 weeks pregnant with my first child. I am about to go on maternity leave and will shortly be on maternity pay. I now have no access to a working vehicle, yet I am still required to make finance payments on a car that does not function. This situation is causing me considerable stress at an already vulnerable time.I have spoken to the finance company, who have advised that I must raise this matter directly with you. For clarity, I do not want a replacement vehicle, nor do I want this car repaired. What I am seeking is a resolution whereby I am not required to continue paying finance for a vehicle that has suffered major failures after such a short period of ownership.I would like this matter escalated to a manager or someone with authority to discuss a fair and reasonable resolution as soon as possible.I look forward to your prompt response.

No one contacted me

Wasn't expecting a call back so promptly.

Messaged multiple times about a vehicle, started a dialogue then they ghosted me. Messaged again a few times then saw it was sold. Really poor.

You have fake cars on the website to bring buyers in. You take too long to get back to potential buyers as well.

customer service

I never heard anything back

As a customer for over ten years, the experience was absolutely awful from start to finish.Initially dealing with Ryan Sloan in useddirect, who told me Charles Hurst would meet my current cars settlement figure and find us a new Mercedes GLC, told him I’d call down with my partner on a Thursday night, arrived down to be told by staff “that fella doesn’t exist”.Turns out Ryan was new and gave wrong address to us. Great start.Instead we spoke to James Beattie, told him our budget, our part exchange agreement with Ryan and what we were after.Emails back and forth with James over the next week or two where James said instead of giving us the settlement figure part exchange alongside the £500 event, that he’d instead offer us £1500 less.More back and forth with James by email who came close to settlement figure but as soon as we mentioned not bothering with finance and taking out a personal loan instead his interest ended, replies were few and far between and dropped part exchange price again by £1000.I explained that I was literally ready with money in account to buy the car within 24 hours and all I wanted was for Charles Hurst to honour what was agreed with Ryan and then James.I tried to explain my position and then James…just stopped replying.I followed up with him two or three more times and not even a reply.Not even the common courtesy to explain anything more, just ignored and gaslit.Suffice to say, I’ll never be using Charles Hurst Used Direct ever again, more than ten years of business and maybe 4 cars…done.Great way to treat repeat loyal customers. Wasn’t looking special treatment, basically looking what was already agreed.Thankfully I’d a lot better experience with Shelbourne Motors, who were very happy to take my £20,000+ and treat me and my fiance with a bitOf common courtesy and respect.Realistically, you haven’t just lost my custom for good, but my father was also interested in buying an electric car from you, but I’ve told him to stay clear of Charles Hurst Used Direct.PS: Customers know when you’re using AI to reply to emails, the false platitudes that don’t correlate with the personality we’ve spoken to in person, the em dashes, the waffling, it again just sums up how little effort is put into looking after customers.