Test drove the e-5008, went well

Firstly, I have purchased my last four vehicles from Charles Hurst (CH) and for the most have experienced a professional standard of service until now.I am writing to lodge a formal complaint about the handling of my Peugeot 3008 by CH Peugeot, Boucher Road. I have experienced communication failures, inaccurate information regarding my warranty, and poor workmanship that has left me without confidence in the safety, roadworthiness of my car and in Charles Hurst ability to adequately service clients. Additionally, the stress and anxiety caused largely by your complex organisation who seem unable to communicate internally effectively has at times made me distraught.TimelineI purchased the vehicle in February of 2025 from Charles Hurst Nissan, Newtownards with a 12-month warranty.On 18/08/2025 the car displayed several error messages and would not start.On 18/08/2025 the vehicle was recovered to CH Nissan at their request.On 19/08/2025—the very next day—CH Nissan, despite being the selling dealer and warranty issuer, were unable to handle the fault and instructed me to arrange a second recovery to another garage. On their recommendation, I had the vehicle towed to Charles Hurst Peugeot, Boucher Road, for diagnosis and repair. This was the first breach of your assurances of a worry-free warranty and caused unnecessary stress and inconvenience. This issue was raised at CH Nissan. CH Nissan did however give me a hire vehicle as promised under warranty; this was appreciated.CH Peugeot received the car and told me it would likely be some weeks before they got around to diagnosis. When they did get around to it, I received some very annoying phone calls accusing me of not putting diesel in the vehicle, and again about AD-blue. This was insulting and waste of everyone’s time, any competent vehicle technician should be able tell or quickly test if a vehicle is fuelled.Eventually, sometime later, I was told that the issue was timing-chain issue, and that the vehicle should have been recalled but wasn’t. They informed it was covered under warranty. I was informed it may be serval weeks for parts to arrive and replacement to occur. At this point I was pleased to know the issue was known and in hand. A further hire vehicle was supplied by CH Peugeot which I appreciated.On 19/09/2025 , during one of my regular update calls that I had to initiate, CH Peugeot advised—for the first time—that an additional engine belt was noisy/damaged and “not covered” by the warranty. No belt fault was recorded or reported prior to the timing-chain repair. I contested this and CH Peugeot informed me that would talk to CH Nissan about the issue and get back to me. They did not get back to me.22/09/2025: I again contacted CH Peugeot for an update. I was told Erin was off sick, no information was available, and that I would receive an update the following day. No proactive update followed.23/09/2025: After I chased again, Noel returned my call and implied I had been told the previous week that the car was ready, despite this being the first time I was told it was available and that the belt repair had not been carried out. The vehicle had been reassembled without any further discussion or consent from me, removing my opportunity to address the unresolved fault. Noel then instructed me to return the hire car immediately, notwithstanding that I had repeatedly notified staff of my travel to Spain on 24/09/2025 and the need for reasonable notice. This was unnecessary and distressing, however I will make arrangements for the car to be returned.Warranty misrepresentation: Having been initially told the timing-chain repair would be covered under warranty. During my conversation with Noel and to add insult to injury, Noel incompetently told me I only had 6-month warranty on the vehicle and contradictorily said that it was being carried out as a “goodwill gesture” by CH Peugeot. That representation is false: the timing chain was replaced under the warranty. Characterising a warranty repair as “goodwill” is misleading, diminishes your statutory obligations, and caused avoidable confusion and distress. I have a 12-month Ch warranty.A timing-chain replacement necessarily involves removal/refitting or handling of adjacent belts and ancillaries; the appearance of a belt defect only after reassembly points to damage (stretching, nicking, contamination, or improper refit) incurred while the vehicle was in your custody. On any reasonable view, this is consequential damage arising from the warranty repair and must be rectified at your expense. I have been quoted £179 for the belt replacement by CH Peugeot; I expect you either to complete this work at no cost to or to reimburse me in full if I have it done elsewhere.If, contrary to the above, you maintain the belt fault pre-existed, that would mean your technicians either (a) reassembled the engine knowing a critical belt was defective, or (b) failed to identify an obvious defect during a major repair. Either scenario falls well below the standard of reasonable care and skill expected of an authorised dealer and would amount to substandard workmanship requiring immediate remedial action at your expense.In light of the above, I require Charles Hurst/Lookers to:Complete all necessary remedial work, including the belt replacement, at no cost to me; or reimburse me fully for the quoted cost if I have the work carried out independently.Provide a courtesy vehicle until the car is returned fully roadworthy.Apologise for the repeated misrepresentation of warranty cover, poor communication, and the distress caused.I trust that as a loyal customer my complaints will be taken seriously and resolved quickly. I would sincerely request a written response within 7 days of this complaint.

Erin and the manager in store were patient, helpful and couldn’t have done more to ensure my needs were met.

Excellent service from Kathryn, very informative and helpful.

the service staff were helpful with the service time frame.

,The person who helped me was very quick to to get back to me when I emailed ,and when i went few day later about my mobility car the help and service was a 100 percent . I would reackamend to others

Lewis was super helpful

Very helpful and professional sales person

The lady that dealt with me Errin Hodgen was absolutely amazing to deal with, very helpful and made it a pleasant experience.

Customer service is excellent very understanding new what our needs were