Nathan, the sales rep was very knowledgeable, but also very thoughtful and kind when answering our numerous questions. He had the perfect approach - he was friendly and not at all condescending.My only gripe was the truly awful coffee provided.

Jessica was proactive, friendly, provided good information and followed up with us.

Dissapointed didnt get car hoovered after service ,said would be done when work that was needed done but again not hoovered ,not a big deal but same excuse last year s service ,its the small things that stick .On Sat, 1 Nov 2025, 15:36 Kia Newtownabbey,

Quick and easy service on a diagnostic test

Dear Sir / Madam,I am writing to lodge a formal complaint regarding the sale of my Kia Sportage (registration LGZ6477), purchased in October 2022 from Charles Hurst Mallusk, sold to me by Ashley surname unknown, Deputy Manager at the time.This letter sets out the facts, the legal basis of my complaint, and my required resolution. It is written in line with the Pre-Action Protocol for Civil Claims and will be used as evidence if this matter proceeds to court.Background & FactsAt the time of purchase, I was a mother of two (my youngest under one year old), recovering from poor health due to lupus, and on maternity leave with a reduced income. I visited your dealership as I was called on a warm sales call invited up to simply to browse, as my BMW was functioning perfectly with no known issues.During the sales process, Ashley highlighted concerns about my BMW’s high mileage, particularly mentioning “timing belt issues” after 100,000 miles. She steered the conversation toward the Kia Sportage, stating its key selling point was the “5 years of remaining Kia warranty.” This warranty was positioned as the main reason I should buy the vehicle, given my health and financial situation, and it was the sole factor that convinced me to proceed with the purchase.Within weeks of purchase, the car suffered electrical failures, which were repaired under your care. I continued regular servicing with my own mechanic (Downshare Motors, Holywood) and promptly addressed faults when they arose. For example, when an oil fault was raised, I took the car to Boucher Road, Charles Hurst Kia, for it to be fixed. Strangely, while they have a record of the fault and my car being taken to Kia Charles Hurst, there is no record of the repair. A year later, the car suffered a major mechanical failure related to that same oil fault.In April 2025, my car was left with Charles Hurst due to engine failure (oil issue). I have now been informed that the engine requires replacement, costing £5,900.Kia Warranty has refused to cover the repair on the grounds that the vehicle was not serviced in 2020 and 2021 within the mileage requirements — something I was never informed of at the point of sale. I have since been advised by Kia’s warranty team that all dealerships are fully aware of these rules.I am particularly concerned that since raising my initial complaint on 10/09/2025, I have received no correspondence whatsoever from your team, despite repeated follow-ups. This lack of communication is unacceptable.Had I been told about this critical fact at the time of sale, I would never have purchased this car. This omission constitutes misrepresentation and breaches multiple consumer protection laws.Legal Basis of Complaint1. Consumer Rights Act 2015Section 9 – Goods to be of satisfactory qualitySection 11 – Goods to match descriptionSection 14 – Goods to be fit for particular purposeYou expressly described this vehicle as having 5 years of Kia warranty remaining. This was false, as the warranty was already void. The vehicle therefore does not meet the statutory requirements of being as described, fit for purpose, or of satisfactory quality.2. Misrepresentation Act 1967Your failure to disclose the service history gaps that voided the warranty, despite this being material to the sale, constitutes at least negligent misrepresentation.3. Consumer Protection from Unfair Trading Regulations 2008 (CPRs)By failing to inform me that the warranty was invalid, you caused me to purchase a vehicle I would never have otherwise bought.This situation has caused severe financial hardship, significant stress, and deterioration of my health. I am now without a vehicle, unable to afford repairs, and struggling to manage as a mother of two with serious health issues.Resolution RequiredTo resolve this matter without escalation to formal legal action, I require Charles Hurst Mallusk to:1. Cover the full cost of the engine replacement and restore my vehicle to a roadworthy condition at no cost to me. I am happy to accept a second half engine.2. Confirm receipt of this complaint immediately and provide a timeline for resolution, in line with the Motor Ombudsman’s complaint handling code and Northern Ireland Trading Standards procedures.If I do not receive a satisfactory resolution within 14 days, I will:Escalate this to Trading Standards Service Northern Ireland and The Motor Ombudsman.Commence legal proceedings under the Consumer Rights Act 2015 and Misrepresentation Act 1967.Publicise my experience with the media and relevant consumer advocacy platforms.I have already sought legal advice and have refrained from publicising this matter to give Charles Hurst the opportunity to rectify it internally.I request this complaint be escalated to senior management without delay, and I expect ongoing updates throughout, as per your formal complaints procedure.I can provide all correspondence with Kia Warranty, clearly showing that the warranty failed due to mileage and service gaps in 2020 and 2021. The car had electrical faults within weeks of purchase, and now, less than six years old, it requires a full engine replacement.Yours faithfully,Frankie Kennedy & Chris Kennedy

No one got back to me... Got response to my e mail to which manager said someone would be in touch...Nothing

Person I spoke to was disinterested

Good service. No pressure. Knowledgeable salesman

Quick response, clear & comprehensive information, good customer experience.

Overall Experience & Services Was Great.