Adam is a fantastic sales person and explained everything in detail

Most guys were great when car had an issue or was needing a service hence I’d like to stay with you . On full mobility and would like something with no deposit please.Unwell at present.

Subject: Follow-Up Formal Complaint – Ongoing Repair Delay, Significant Inconvenience and Consumer Rights ConcernsDear Manager,I am writing further to my formal complaint regarding my Peugeot 408, purchased from Charles Hurst Peugeot and collected on 21 March 2026.Unfortunately, despite duration of several weeks since the vehicle broke down on 15 June 2026, my vehicle remains in your workshop and I am still without any confirmed return date. I fully appreciate that some repairs may require replacement parts and that delays can occasionally occur. However, I understand that parts required for my vehicle were initially ordered but, due to an error, had to be ordered again. Whilst I appreciate that mistakes can happen, this has contributed to further delays that are entirely outside of my control and has prolonged the period during which I have been deprived of the use of the vehicle. Given that I continue to make finance payments and remain reliant on a courtesy car that is significantly below the standard of the Peugeot 408 I purchased, this additional delay has added to the considerable inconvenience and frustration I have experienced.I continue to make monthly finance payments of approximately £400 for a vehicle that I am unable to use. In addition, although a courtesy vehicle was provided, it remains a Citroën C3 manual transmission which is significantly below the standard, specification and driving experience of the Peugeot 408 that I purchased. I previously raised concerns regarding the suitability of the courtesy vehicle and was advised that the possibility of an upgrade would be explored, however this has not materialised.Under the Consumer Rights Act 2015, where a repair is undertaken, it must be completed within a reasonable time and without causing significant inconvenience to the consumer. Taking into account the length of time my vehicle has been off the road, the lack of a confirmed completion date, the delay caused by the need to reorder parts, the ongoing finance payments for a vehicle that I cannot use, and the continued provision of an inferior courtesy vehicle, I believe I have experienced a level of inconvenience that goes well beyond what could reasonably be expected.I would therefore ask that you urgently:Provide a detailed update on the current status of the repair.Confirm a realistic completion date for the works.Explain why a more comparable courtesy vehicle has not been provided.Outline what measures Charles Hurst proposes to take to compensate for the significant inconvenience and loss of use of my vehicle. Given the vehicle failed within a very short period after purchase and has now been unavailable for a considerable time, I am seeking advice on my rights, including potential reimbursement of costs incurred. I would appreciate a written response within seven days.Yours sincerely,Jamie Black

See my email regarding a complaint to you on 1st June 2026. You never responded to this email however, Hurts contacted me stating they had seen my complaint but no apologies or much concern for my inconvenience. I did eventually get my car back however at the weekend I was at The Brown Trout Inn Ballymoney, and my car broke down again and I had to get Peugeot Recovery to pick up the vehicle and it is now in transit to Hursts in Belfast.I am very unhappy and wish to hand the vehicle back told this to the salesman who advised me I would have to take this up with Peugeot Complaints Department which I did. They explained that they could not process this complaint as the vehicle was over 1 year old and that it would have to be taken up with the dealership but that the dealership should have known this and not passed their number on to me.I want this vehicle returned and my finance agreement cancelled.After the car being off the road for almost three months and now broken down again, I have no confidence in the car and wish to return it.Kindly give this your urgent attention.Peter McGimpsey07968092278________________________________________From: petermcgimpsey@btinternet.comSent: Monday, June 1, 2026 1:05 AMTo: vehiclecomplaints@lookers.co.ukSubject: Peugeot 3008 GMZ1181I bought this vehicle from your Charles Hurst Boucher Road Belfast branch in November 2024, due to an ongoing fault with this model on 14th March 2026 I required assistance from the RAC and the car had to be picked up by transporter and taken to Boucher Road Belfast. It has now been at your premises since then and I have been driving a hire car provided by your Belfast Brance which is a much inferior quality than my Peugeot 3008.I am extremely unhappy at this situation as I am paying £448 per month on a PCP deal for a car that is not road worthy and has now been of the road for almost three months and wish now to return this vehicle to you and cancel this finance agreement.Can you please urgently attend to this matter.Please note my new address since purchasePeter McGimpsey8 Prince Regent ParkNewtownardsBT23 7FT07968092278

Wasn’t impressed with the dismissive attitude

Erin at reception desk was very helpful informative and gave personal attention.

I am complaining about the way I was spoken to and treated by staff in the service department. Our car failed to start on 23rd June 2026. Roadside assistance were unable to start the car but it spontaneously restarted and we.were advised only to drive to a garage as it would likely fail to restart. We brought it to charles hurst Peugeot. Our nearest garage. My husband parked it and spoke to services who refused to book the car in saying they had no availability and were prioritising loyal customers. He was unable tp drive the car away. It would not restart. He told staff who again refused to take the car. They said they had no availability until September. He asked to speak to a manager but after an hour they said he was busy. He told staff he couldn't wait any longer. He had to collect our children from school. I phoned charles hurst. I explained what happened. I was booked in for a service on 19th August. I explained that the car was still parked at the premises. I asked if I could arrange to leave key as we were unable to move the car as it would not start. An email was sent by the booker along with the booking to the service department. We tried again to move the car on 9th July to bring it to a different Peugeot dealer who could see the car sooner. Again it did not start. I asked to speak to the service desk to explain and see if I could leave the keys of the car.I have never been spoken to like that before by customer services of any company. In a hostile, rude way, without any basic respect, I was told my service booking would be cancelled and that they would not take the car. "We told your husband we would not take your car. We are cancelling that booking". The issue of "loyal" customers again was mentioned. I was shocked. We bought the car from charles hurst Peugeot in 2020. The person at the desk argued with me and said I had not. I also told her that we had a second car which was bought there too. We have bought two cars from charles hurst Peugeot and both have been serviced in the garage at some point. Again I was argued with. I explained that I could not drive the car away. I wanted to drive the car away. They offered to start the car. The mechanic was unable to. Another long back and worth between a different member of staff ensued. I was also told that it wasnt my husband who had had his car serviced there before and it must have been a previous owner whiich is incorrect. They denied they had an email from the service booking department. Stsff subsequently admitted that they did have the email. They said they had no capacity to service the car and honour the booking for19th August. I asked when were they planning to cancel the booking and i was told they would have cancelled it the day before. I asked would they ever allow me to book the car in and they said no. I was told I would need to arrange to have the car towed away. This all happened in front of other customers where I was basically called a liar with regards to my purchase history, basically told I hadnt acted in good faith booking the car in, and that I am not a loyal customer. After a long back and forth I was summoned into the managers office who then said they would concede and honour the boolking because it was a "non-starter". Why did I have to endure 30 minutes of debate regarding this? It was appalling. I would like to see a copy of the policy I was told charles hurst have regarding bookings and "loyal" customers. I was told charles hurst had the right to refuse customers. I have a right to be treated fairly. I have a right not to be discriminated against based on perceptions of "loyalty". I would also expect to be treated with basic respect. "Loyal customers" was mentioned several times. Whether or not you deem me to be suitably loyal, i am a repeat customer. Where is charles hurst's " loyality" to their customers? I have bought two cars from charles hurst in the last 6 years and they have both been in the garage since. I had made a booking for a service and I did so in good faith. I contacted charles husrt the only way i could to make a booking and discuss the problem, through the phone line. They had our contact details. This was a truly horrendous way to be treated and the most humiliating customer service experience i have ever endured. Only that we have four children aged between 5 and 12 years old, and no functioning car that our family fit into, did I not walk away from your department. I had no other option but to endure gaslighting and humiliation until you did the bare minimum and honour a customer booking.

________________________________________From: David SmileySent: 06 July 2026 14:59To: //www.charleshurstgroup.co.uk/peugeot/contact-usSubject: Fw: Reference HSZ 1468 Carsmetic Policy Number FT/LK/SMTAW8432476Dear sirsPlease find below a copy of an e-mail sent to Mr Stephen Smyth on 01 July 2026to which I do not seem to have received a response.I would be grateful if you would please acknowledge receipt of my email and process my refund .RegardsD G Smiley________________________________________From: David SmileySent: 01 July 2026 15:30To: Stephen SmythSubject: Re: Charles Hurst Carsmetic policyDear Mr SmythThankyou for your email dated 24 June 2026 and the attached Carsmetic policy.Having read the details of the policy including the exemptions and the claims procedureI feel that I would be unlikely to make a claim.I therefore request that the policy be cancelled and I be refunded the £200 which I paid for the policy.My Santander bank details are as follows :- Sort code 09 - 01 - 27 Account Number 80242655Apologies for any inconvenience caused.RegardsDavid Smiley

Formal Complaint – Peugeot 408 Breakdown, Ongoing Inconvenience and Request for CompensationDear Manager,I am writing to formally raise a complaint regarding a Peugeot 408 that I purchased from Charles Hurst Peugeot and collected on 21 March 2026.I purchased the vehicle in good faith, with the expectation that a relatively new car (2024 registration with approximately 4,000 miles) would provide reliable and trouble-free motoring. The vehicle was a significant financial commitment and I am currently paying approximately £400 per month for it.Unfortunately, on 15 June 2026, less than three months after collection, the vehicle broke down during my morning commute. This was an extremely stressful experience and certainly not something I would have expected from a vehicle of this age and mileage. The breakdown caused considerable disruption and concern, particularly given that I rely on the vehicle for daily travel.The vehicle was returned to the Peugeot garage at approximately 9.00am on the same day. I appreciate that the workshop was busy and understand that demand for repairs can sometimes impact timescales. However, it was not until the Wednesday that the vehicle was assessed. I subsequently received a courtesy vehicle on 18 June 2026.Whilst I appreciate the provision of a courtesy car, the Citroën C3 manual transmission that was provided is not comparable to the Peugeot 408 that I purchased. The courtesy vehicle lacks the specification, comfort and features that formed part of the reason I chose and continue to pay for the Peugeot 408. As a result, I do not believe the courtesy vehicle adequately compensates for the inconvenience I have experienced.My concerns extend beyond the immediate breakdown. To date, I have not been provided with any clear timeline regarding the diagnosis, repair, or expected return of my vehicle. This uncertainty is highly frustrating, particularly as I continue to make monthly payments for a vehicle that I am unable to use.Furthermore, I am concerned that such a significant fault occurring so soon after purchase raises legitimate questions about the vehicle's reliability and overall quality. Whilst I fully accept that unexpected faults can occur with any vehicle, I did not expect a relatively new vehicle of this standard and value to suffer a breakdown within such a short period of ownership.Given the circumstances, I would ask that Charles Hurst Peugeot:Provide a full explanation of the fault and the repairs required.Confirm a clear and realistic timescale for completion of the repairs.Address my concerns regarding the ongoing safety and reliability of the vehicle.Consider appropriate compensation for the significant inconvenience, disruption, stress and loss of use that I have experienced.I have remained patient throughout this process and appreciate the efforts of staff involved. However, I believe the circumstances warrant a formal review and a meaningful response from management.I would be grateful if you could investigate this matter and provide a written response at your earliest convenience.

Hi, I bought a car in September 2025 which had a part broken off. This took months for them to replace and I was constantly calling to get an update as I kept hearing nothing and everytime the car was taken in to Peugeot, it was sent home again and I was told ‘oh we have to order another part’. So a number of months later this was finally fixed after being in 3 times. (This was only a dial at the side of the drivers seat to adjust it).The second issue was the engine management light. Each time it came back from Peugeot it was on and I kept being told it’s the ad blue, we will contact you to book it back in and get this fixed. It’s fine to continue driving your car with the light on. Of course, 4 months went by and I still hadn’t heard anything. I contacted Peugeot again and explained my frustrations.. The car was taken into the workshop again and then I got a call to say that it was the ad blue injector that was broke and that they have one in the workshop they were waiting on the go ahead to fit it. I got another phone call a few hours later to tell me that they needed to order the part in (after saying that it was there) and that it would take a few days. That was over 4 weeks ago. Anytime I phone I’m told it still hasn’t been delivered and that there is a delay but it will be in on Friday 26th June. I still haven’t heard if the part has been delivered or when they intend to fix it. The engine management light is on so plus the ad blue light with a message coming up on the dash saying ‘emissions fault’. I have had to cancel 2 MOT tests as it was due but the car couldn’t be put through MOT until this issue was fixed.Another issue was that from a week after I purchased the car, the brakes have been screeching. I asked them to check it when it was in and they told me they checked them and cleaned them and there’s nothing wrong with them and that they may be screeching because cheap parts may have been used by the previous owner. Surely this would have been picked up when the car was as serviced before it was sold?I am extremely frustrated as I rely on my car to get to activities and appointments with my 2 young kids. This is not the service or standard I would expect after paying 18k for a car and paying extra for extended warranty.