My car was left in for a service and was damaged whilst in the dealership.

My car was recalled for a non safety issue and I was told that it would be 2 days to complete the work > scheduled July 8th and 9th. I contacted your customer service department a couple of times regarding my concern regarding not having my car for 2 days, at no fault of my own. While I was politely told that a courtesy car was not available there was no attempt at flexibility with a solution. The only solution, I could hire a car and subsequently be out of pocket. I live in Ballymena and require my car to conduct my job in Belfast. I’m hoping that this reaches the necessary people in time, in order to ensure a courtesy car is provided. While I’m skeptical of negative social media feedback for your poor customer service, my current experience has me less so.

My car was towed to you 94 days agoMy earliest appointment was June 19thToday is the 30th June and nobody has given me an updateI have called several times but nobody will call me back with an updateI have asked for the service manager to call me but I have not received a call.

I am writing to formally raise a complaint regarding the handling of my enquiry and confirmed reservation for a used Land Rover Discovery.I submitted an online enquiry on 24 June 2026 and was contacted on 25 June, when a test drive was arranged for 26 June at 1:00 PM. Later that day, I was informed that the vehicle was not ready and the test drive had to be postponed.To ensure I did not lose the opportunity to purchase the vehicle, I paid the £250 reservation fee through the official Charles Hurst website on 26 June 2026 at 11:30 PM. I received confirmation that my reservation had been successfully placed, and the vehicle status on your website changed to "Reserved."Having received no follow-up, I contacted the dealership on 29 June at 3:15 PM approx, only to be informed that the vehicle had already been sold to another customer. Concerned by this, I visited the showroom later that day, to understand how this could have happened.During my visit, I was told that this was a "timing issue" and that another customer had also been interested in the vehicle. However, this explanation raises a number of concerns. My reservation was completed at 11:30 PM, outside business hours, when no manual or in-person transaction could reasonably have taken place. Furthermore, the vehicle photographs were updated on the website on the morning of 29 June, which suggests the vehicle remained active on your system after my reservation had been confirmed.When I requested the date and time the vehicle was sold, I was informed that this information could not be disclosed due to customer privacy. To be clear, I am not requesting any personal information relating to another customer. I am simply requesting the date and time of the sale in order to understand how my confirmed reservation was superseded.I relied on the confirmation of my reservation and proceeded to arrange the sale of my current vehicle, believing I had secured the opportunity to purchase the Discovery. As a result of your failure to honour the reservation, I am now in the unacceptable position of being left without a car.I would appreciate a detailed response to the following questions:1. How was the vehicle sold after my reservation had been confirmed and payment accepted? What is the purpose of the reservation if it does not secure the vehicle for the customer?2. Why was I not contacted immediately if another customer had already committed to purchasing the vehicle?3. On what exact date and at what time was the vehicle sold?4. Why were the vehicle photographs updated on the website on 29 June if the vehicle had already been sold?5. What steps will Charles Hurst take to resolve this matter and restore my confidence in your sales process?This experience has been extremely disappointing and has caused significant inconvenience. I trusted the reservation process provided through your official website and reasonably expected that a confirmed reservation would be honored.I look forward to receiving your response and a kind explanation of how this situation occurred.

Good afternoonI am writing to you to advise that we have received a complaint for the below customer. As the customer has contacted us outside of 6 months since purchasing the goods we have asked that they provided us with evidence to aid the investigation.Customer Name: Rachel FultonRegistration: S9RTFInception Date: 06/07/2023Date Of Complaint: 24/06/2026Goods Details: Land Rover Range Rover EvoqueNew/Used: NewCurrent Mileage: 33,500Agreement Number: 118940276The customer has advised us of the following fault/s ;• Repeated and recurring vehicle faults over a prolonged period (less than 3 years of ownership)• Multiple breakdown incidents requiring assistance (Land Rover Assist / AA):• 24/09/2025• 02/11/2025• 14/03/2026• 21/06/2026• Unresolved underlying fault – same issue reoccurred shortly after extensive repairs• Vehicle required approximately 14 weeks of continuous repair work• Fault reappeared within 11 days of collection following long-term repairs• Ongoing reliability issues rendering the vehicle unsafe and unsuitable for regular useAt this time we do not need any further information from you. If we require information we will contact you again. The customer may contact you to obtain information, please endeavour to provide this to them where possible.Please note, should the customer provide us with evidence this will be assessed to determine our responsibility.

HiI had intended mailing you prior to receiving this request.I can’t tell you how impressed I have been with the whole buying experience with Charles Hurst.You have a superb sales man in Mark McMullan. He was attentive, swift to respond – in fact could not be better!Once more many thanks for the faultless service provided.Oh Yes- the car’s pretty good too!!Best regardsMike Green

The service history was never added to the records after the Landrover approved checks and oil change. This was raised at the time and Dougie Aughey assured me it would be done. Recently, a request was made by my local Marshall Landrover Oxford dealer as I wanted a quote for a service plan and again, Dougie said it would be done. He has since ignored our emails and requests and my telephone calls so I raised it again via email. I am also very disappointed that the book value of the car has fallen to £15k and that the mild hybrid battery failed just 6 months after the purchase from Charles Hurst Group. I feel I overpaid for the car and the transactional nature of the sales process shows that the focus is only on commission and not on long-term service. I shall be writing a review on Google in any event and the outcome of this complaint will likely drive that review.

Good afternoonI am writing to you to advise that we have received a complaint for the below customer. As the customer has contacted us outside of 6 months since purchasing the goods we have asked that they provided us with evidence to aid the investigation.Customer Name: Charles HarbinsonRegistration: DT69URBInception Date: 04 February 2025Date Of Complaint: 17 June 2026Goods Details: ` Land Rover Range Rover Evoque DieselNew/Used: UsedMileage At POS/POI: 46307Current Mileage: 60000Agreement Number: 118550104The customer has advised us of the following fault/s ;• Repeated loss of power and engine fault light• DPF (Diesel Particulate Filter) Failure• Timing belt failure leading to breakdown• Rattle in passenger door• Horn failureHas a CEC been raised for this customer via an AVC or Goodwill, if so please provide the reference, the date it was opened and any further details of any compensation/goodwill that has been paid to the customer to date.At this time we do not need any further information from you. If we require information we will contact you again. The customer may contact you to obtain information, please endeavour to provide this to them where possible.Please note, should the customer provide us with evidence this will be assessed to determine our responsibility.This email is intended only for the above addressee. It may contain privileged information. If you are not the addressee you must not copy, distribute, disclose or use any of the information in it. If you have received it in error, please delete it and notify the sender.Jaguar Financial Services and Land Rover Financial Services are trading styles of Black Horse Limited.Black Horse Limited. Registered office: 25 Gresham Street, London EC2V 7HN.Registered number: 661204 England and Wales.Authorised and regulated by the Financial Conduct Authority.Jaguar Contract Hire and Land Rover Contract Hire are trading names of Lex Autolease Limited;Lex Autolease Limited: Registered Office: 25 Gresham Street, London, EC2V 7HN.Registered Number: 1090741 England and Wales.Authorised and regulated by the Financial Conduct Authority for credit related regulated and insurance mediation activities.

From: Michelle MorrisDate: Mon, 13 Apr 2026, 08:00Subject: Complaint - Car Reg KL19 CZXTo: paulchesney@charleshurstgroup.co.ukDear Mr Chesney,I am writing to formally raise my concerns regarding the above vehicle, which I took delivery of from you on 11 December 2025. Since receiving the vehicle, I have experienced multiple issues that I have reported to JLR Land Rover on the following dates:• 11 December 2025Upon receiving the vehicle, I noticed condensation forming in the bottom corners of both front headlights. In addition, within 24 hours of delivery, a dashboard warning appeared indicating low tyre pressure. I reported both issues to your Sales Person by telephone.• 7 January 2026Over the Christmas period, I observed rust on the internal metalwork of the driver’s door. There was also visible discolouration to the high gloss finish on several pillars — an issue affecting all pillars on the vehicle.• 12 February 2026The Engine Management Light illuminated on the dashboard, and the vehicle was subsequently admitted to my local dealership’s workshop, where it remained until Friday, 27 March. During this period (specifically on 18 March 2026), I was advised that the work was not covered under warranty due to a related fault having been reported previously within the last two years.• 3 April 2026While travelling on the motorway, the middle section of the vehicle’s undertray began to detach, causing considerable distress and posing a serious safety risk. I contacted Land Rover Assist, who removed the remaining section. They identified that 4 out of the 8 bolts were missing and that cable ties had been used to secure parts of the undertray. My local dealership later confirmed this.During the same visit, it was also identified that both wing mirrors had become discoloured — shifting from black to a noticeable purple/grey shade, which has become increasingly apparent in brighter weather.• 4 April 2026An amber Airbag warning light has now begun appearing on the dashboard. My local dealership has informed me that warranty coverage will depend on the results of diagnostic tests.________________________________________These repeated issues, many of which relate to safety, have left me with no confidence in the vehicle — a vehicle I had expected to rely upon for several years. I am now only four months into ownership, and yet the severity and volume of faults are unacceptable.Accordingly, I wish to invoke my rights under the Consumer Rights Act 2015, on the grounds that the vehicle is not of satisfactory quality, and I am therefore seeking a final resolution. Under the Act, my options include:1. Repair of the identified faults — however, none of the issues raised to date have been fully resolved, and some remain ongoing.2. Replacement vehicle — no such offer has been made, and I await your comments on this option.3. Rejection of the vehicle and a full refund — given the number and seriousness of issues arising within such a short period, this currently appears to be the most reasonable and proportionate remedy, particularly as only a 12 month warranty was provided.I request your formal response within 7 days of the date of this letter.Yours faithfully,Michelle Morris

My car was with Land Rover for 4 months for repairs (a less than a year old car) and I was told by 2 separate staff members that my car would be valeted. I queried if this had been done on being told the car was ready, and was told it had been noted that it had but that it would be sent in again to check. I’ve now received the car back (the driver was lovely and very helpful), but the car has definitely not been valeted. This is absolutely ridiculous after having it for 4 months.