Nicole was lovely, she explained in detail about the hybrid working of the cars we looked at.

I bought my Nissan Juke in December 2025 (7 months ago) when it was less than 2 years old from Neil Dunwoody. I added on the 'cosmetic repair package' and guardex. I paid £14,350 (inc a trade in of my previous juke.) in total, the balance paid on 24th December 2025. When I confirmed the balance paid I was told my vehicle would be ready to pick up on Saturday 27th December 2025.We arrived at the Nissan premises on Saturday 27th December to be told that it had been a rush that morning because there were no staff in to do the valet as they were short staffed over christmas. I said that was fine as long as it was done but I could have waited and still could if I needed to but I was assured everything was ok. There was no spare key and he would get back to me with it and would send on the v5 when it arrived if i didn't get it taxed before then.That was fine so we went to leave in the vehicle and the dash screen would not respond and it had to be taken away to reset. When it was brought back it was working and we were told it could happen because of the cold - fair enough.When i got home and we were looking over the car we realised the outside wasn't actually the cleanest and there were a number of small scratches which surely could have been sorted - I felt already what was the point in me having bought the cosmetic scratch package. I emailed Neill on the Monday as I wasn't particulary happy with this.From: Louise McKeeSent: 29 December 2025 13:59To: Neil DunwoodySubject: dy24bhjExternal Sender: Confirm legitimacy before acting.Hi NeilI just wanted to touch base regarding the juke I picked up on Saturday.I know you said people had called in sick, valet workers etc. It may have been better to hold off to today rather than the quick job it obviously was.When we got home we had another look around it. It wasn’t clean on the outside and there are a few scratches etc I’m not overly happy with especially considering I paid extra for the ‘scratch package’. I’ve attached a couple of photos! Any thing that can be done?Thanks,LouiseAnd received a reply that day as followsHi LouiseOf course, can i give you a call on Monday when everyone is back to get it booked in and looked over for you?We will also put a bit of fuel into it for the hassleKind regardsNeilNeil DunwoodyShowroom ManagerI heard nothing the following Monday and I continued to wait for that call.Then on Friday 13th February still having heard nothing my car completely broke down and had to be towed. I spoke to Neil that day, and although I will admit I was uptight and annoyed with what had happened just 7 weeks after having bought the car he tried to be helpful but lack of communication (not phoning me back that day when a colleague told me he would) did not help. My car ended up at CH Nissan on Boucher Road where the work was carried out the following week. But true to his word Neil did provide a courtesy car.When the work was done which turned out to be, I believe, quite major - the alternator pulley and the fan belt.When I had picked up the courtesy car (14th February) I had mentioned again the spare key and scratches to Neil and was told - i'll get back to you about that.By 29th MAY I still had heard nothing so my husband went in to the showroom with the car and spoke to Neil again explaining about the spare key, scratches, the exhaust has been rattling and sounding like a motorbike. He also explained tat just 4 weeks after the car had been repaired in Belfast (having owned the car 11 weeks) I received a message from Lookers that I had amber wear on my tyres. To be told - i'll order the key and......get back to you!Finally I got an email just last week on 15th July that my spare key was in and to let him know when I could come in. I emailed back the same day and have heard nothing more and I have finally had enough.Eight months after I bought the car I still don't have anything sorted that I asked him about 2 days later and quite frankly it's not good enough. £14,350 might be nothing to him but it is a heck of a lot of money for me to have had so many problems already.I want to know is there an actual history of the car being properly serviced before I bought it? I'm not happy with the scratches that were already on it and I'm not happy that the exhaust sounds so terrible.I have bought my last 4 cars from CH and not had any problems, this experience means I will be unlikely to ever use your company again and will certainly not be recommending you to anyone.Can you please let me know what will be done to resolve these issues.

After my brother died I, as joint executor with lawyers Wilson Nesbitt, had the less than pleasant task of sorting out my brothers affairs. One of the things we had to do was sell his car, a Nissan Qashqai which he had originally bought from Charles Hurst. The solicitors had dealt with Charles Hurst in Newtownards previously so had the car 'recovered' to them who initially quoted a sum of £5k to buy the car but then said they'd provide a more considered quote. That was 3 months ago!The lawyers contact Charles Hurst Newtownards every few days and are told the manager Boyd Howie is the only person who can deal with this. Often they speak with Boyd who always promises a quote but never actually sends one. The original quote of £5k we felt was low based on the age and mileage of the car but we accept some work was required on the vehicle.Our issue is that for 3 months we have been repeatedly promised a quote to buy the car but nothing happens, we never receive one!3 months you've had the car, all we want is for you to honour to frequent repeated promises to give us a sensible quote to buy the car. You've had it so long it's now not MOT'd or Taxed plus I live in Scotland so can't just 'pop down' and pick it up!Hopefully going this route can get some action and we can finally put this to bed.Many thanks

Excellent sales team service, speedy delivery (car was in stock) and currently I'm very happy with the car.

I purchased a Nissan Qashqai on 17th March 2026. I am entirely unhappy with the preparation of the vehicle and the service I have received since collection. After a turbulent start and the vehicle not cosmetically repaired to the standard agreed with the sales manager, a return visit to Newtownards seen this rectified.The vehicle then developed a fault on 7th May 2026 - "Battery Management Fault, Visit Dealer". This also stopped the auto start/stop from working. From collection the air conditioning was also not working to standard and producing no cold air at all, the vehicle was then booked in with your Newtownabbey branch to investigate on 22nd May 2026. On arrival for the booking the service advisor made me aware of a £25 fee for a courtesy vehicle - this was not mentioned with the booking team when the appointment was made and the vehicle reserved.The mild-hybrid lithium battery failed and the service advisor had advised me of a 10-12 week back order for this to be replaced, but advised that the vehicle was safe to drive. I was concerned given the mileage that I do and rely heavily on this vehicle daily for my job.The air conditioning was repaired by re-gassing at this appointment but it failed again within 3 weeks.At this appointment on the 22nd May 2026, I also advised of a "clunking" noise, which was investigated but could not be replicated "on the inspection ramp".On 12th June 2026 I emailed and advised the Sales Manager at Nissan Newtownards, Boyd Howie that I was unhappy with the vehicle and the faults and expressed my intent to reject the vehicle.Boyd Howie has been "looking into the issues" and I have not heard from him since 19th June 2026 in relation to any of these issues.I have expressed my intent to reject the vehicle and advised an amount may be deducted for fair use of the vehicle, however I feel that Boyd Howie has not taken me seriously.Surely these issues or the battery issue at the very least would have been apparent at preparation stages due to the inspections carried out? Was a battery health check carried out?I have re-booked the vehicle in with the Newtownabbey Branch for the 28th July 20026 to have the battery replaced as it became available when I raised my complaint. They had no notes however against the vehicle to advise of the ongoing issues that were raised with Boyd, and no attempt has been made by Boyd to arrange a booking to rectify any other faults - he simply focused on the battery.The booking agent advised that I would have to pay a diagnostic fee in excess of £150 to look into these issues. I cannot understand why I am expected to pay a diagnostic fee when the vehicle is under warranty, a warranty that was supplied to me from Nissan at point of purchase. And more so that these faults have appeared so soon after collection.After several emails back and forth, I could not take Boyd's telephone call on 17th June 2026 regarding the issues and I further emailed him making him aware that I was travelling with work and not is suitable company to take the call. He advised me that the service franchise manager would call me the next day to arrange a booking to address these issues. I have heard nothing from them.In regards to the rejection of the vehicle, on 19th June Boyd advised he was "looking into this" as they had not had the opportunity at first fix of the battery yet. I advised Boyd that a first fix had been attempted at the air conditioning. However I have had no further update from Boyd and it seems that all contact has ceased. This to me is not acceptable and shows a lack of empathy.I would like some communication in regards to handing the vehicle back and to agree an amount for fair use.If you wish to diagnose and repair the vehicle, I advised Boyd that this can be done when the vehicle has been handed back. I use the vehicle extensively with my job and Boyd is aware of this.I am very disappointed at how this has been handled and I feel very unvalued as a customer.

I was told that I could get a test drive in a xtrail in a few days time and still waiting on that phone call 3 weeks later.

Poor communication, unorganised sales people

I previously logged a complaint but have heard nothing back. I am owed £250 from your company for placing a holding fee after being assured by Ryan McGrath that this would be reimbursed if I decided not to proceed. After numerous telephone calls, emails etc I still have not received this. Having been a customer of Charles Hurst for over 30 year, I am appalled that you think this is an acceptable way to treat your customers. I had money set aside to spend on a new car but I will not be going near CH again. Please remove my name from your mailing list.

Everything i enquired about had a good answer and I was satisfied with the service.

The amount qe were offered for pur car as trade-in was an absolute insult there is jo way we would have been in negative equity . We know what our car is worth and if we had have been offered a good price we would have definitely purchased the xtrail 7 seater we test drove as it was a lovely car.. however not all was bad the salesman Ryan that we dealt with was a lovely young man and was ver pleasant . However after this I cant seen us ever dealing with Charles Hurst again