We always get treated well, friendly staff and they make you feel very welcome.They try their best for you.But unfortunately didn't work out for me this time maybe soon.

I have to say about Charles Hurst in Dundonald.

Very courteous and helpful

Very aggressive marketing techniques, had to block their number to stop getting texts and phone calls.

We were greeted by a member of the reception staff and offered refreshments and to take a seat while he contacted the member of staff we were there to talk to.

I have been a loyal customer of the dealership for many years. I have not had my vehicle for 10 months. Communication from those in the branch has been very unsatisfactory and no offers of assistance regarding replacement vehicles or courtesy cars have been offered. The part was damaged by one of their employees so I believe it is of the utmost importance that they accept accountability and do their best for me as a loyal customer. I have had to attend the branch many times to receive updates.To add to this unfortunate situation when I initially tried to book the car in with its initial issue I was kept on hold for eight and a half minutes. I did not have time to wait as I was at work. This led to a delay in the car being booked in and the problem diagnosed. It was a head gasket problem which is a big repair and I was then four days outside my warranty.

I am leasing a Toyota Yaris Cross through Charles Hurst Toyota Belfast. The registration of the vehicle is BMZ8816, my address is 45 Clogher Rd, Lisburn BT27 5PQ, United Kingdom, my contact telephone number is 07765775251. The lease is due to be complete in late August this year.I wish to make a complaint as follows....In August 2023, I took delivery of my current vehicle, details above, under a three-year PCP agreement. The purchasing process itself was satisfactory. At the point of sale, I was offered several additional products, of which I purchased a three-year servicing plan and a protection pack comprising rubber mats, a boot liner, and mud flaps.When I collected the vehicle, I was informed that the mud flaps were on back order and would be fitted at a later date. Once they were eventually installed and I returned home, it was immediately apparent that the work carried out was wholly unacceptable. The mud flaps were incorrectly positioned and poorly fitted, and during the installation process the plastic rear wheel arch trims were badly damaged, fortunately I still have the old wheel arch trims as a witness. Although the dealership agreed to replace the trims, the replacements were poorly fitted and do not conform properly to the profile of the wheel arches.Subsequently, the vehicle was returned to the dealership to address a warranty issue, as the infotainment system had stopped working. Upon return of the vehicle and following my inspection, I identified multiple further issues resulting from poor workmanship. The rear footwell plastic trim beneath the offside seat had been incorrectly refitted, leaving visible gaps through which bare metal bodywork could be seen. The lower dashboard trim on the nearside above the glove box was also incorrectly fitted, with little evidence that any meaningful attempt had been made to reposition and secure it properly.Additionally, the plastic trim on the left-hand side of the dashboard—normally concealed when the door is closed—had been visibly deformed, presumably during attempts to gain access to that area. This damage resulted in an unsightly gap between the trim and the dashboard, an issue that has never been rectified and remains unresolved.Furthermore, a sound-deadening/vibration baffle on the nearside of the engine compartment was not refitted correctly. I was fortunate to notice this issue and refit it myself, as it could otherwise have been lost had it fallen between the engine and the inner wing. The fuse removal tool, which should normally be located within the fuse box, was also missing and was later found loose in the glove compartment.Following the vehicle’s first service, the service interval warning system had not been reset. After the second service, I realised that I should never have been sold a three-year service plan on a vehicle supplied under a three-year PCP agreement. The practical effect of this arrangement is that I would be paying for a service that would be carried out immediately before returning the vehicle at the end of the PCP term, which is clearly not in my interests.I had previously been informed by a member of the service department at Charles Hurst Toyota Belfast that the three-year service plan could be cancelled at any time or transfered to another new Toyota vehicle, I have never had intention to replace the current vehicle with another Toyota. I challenged this at the time, stating that I believed I had been mis-sold the plan, as it made no logical sense to sell a three-year service package on a vehicle leased for the same duration. When I proceeded to cancel the plan, I was dismayed to find that I was charged an administration fee of £20.I returned to the service department and made it clear that I considered the service plan to have been mis-sold and requested reimbursement of my costs. This request was refused outright. Only after I insisted and stated my intention to refer the matter to the financial regulator did the gentleman I spoke with, whose name I do not know, agreed to investigate the issue and contact me. To date, no follow-up has been received.I have invested my time to recity some the issues but not all and after the latest fiasco mentioned above I can state categorically my dissatisfaction with the process through which I've been.Thank you for your indulgence, I shall await your response,

Poor communication

Good morning,I am writing to formally raise a complaint regarding my 2024 Toyota Hilux GR Sport (Reg: AJ09MON) and the active service plan agreement (Ref: 14MNHP) arranged through Charles Hurst Toyota Belfast and administered by EMaC Ltd.Despite repeated attempts, I have been unable to speak directly with anyone at the branch to resolve this — and so I am now escalating via your published complaints route.1. Overdue Service – No Courtesy Transport OfferedMy vehicle is now almost 6,000 miles overdue for its 30,000-mile service.The delay is not due to my own inaction. It is directly due to the fact that I have been unable to secure a booking with a courtesy vehicle or alternative transport, which has always been standard in the past.I’ve been told that I must now pay for a rental vehicle, which I do not accept — and as a result, I have been unable to agree a booking date.2. Toyota Campaign ZGGB8 – Frame Inspection & 7-Day RequirementIn addition to the overdue service, I have now received a letter regarding Toyota’s Customer Satisfaction Campaign ZGGB8, requiring the vehicle to be with you for a minimum of 7 days for frame inspection and protective wax treatment.It is entirely reasonable to expect a vehicle to be provided during that time — and the campaign letter clearly states:“Alternative transport will be made available to help manage the inconvenience.”3. Courtesy Car History & Unacceptable Policy ChangeOver the past 14 years of owning and servicing Hilux vehicles with Charles Hurst, I have always been provided with a courtesy vehicle free of charge. On the last two or three occasions, this was an electric van, which was entirely suitable for my needs.I signed up for the current paid service plan in good faith, with the full expectation that this long-standing arrangement would continue.Being told that I must now pay for a rental is completely unacceptable and was never disclosed at the point of signing the agreement.4. Resolution RequestedPlease confirm:•That both the overdue 30,000-mile service and ZGGB8 campaign work can be carried out during a single booking.•That a courtesy vehicle will be provided free of charge for the full duration.•Who I should contact directly to confirm and arrange this booking.I have carefully reviewed the latest published “UK Retail Terms of Business” (v3.8, Nov 2025) and can find no mention of any change to the courtesy car policy or any new requirement for customers to pay for rental vehicles during service or campaign bookings.This reinforces my position that I was not informed of any policy change and signed up to the service plan under the clear assumption that the courtesy car arrangement would remain as it has always been.I am happy to provide copies of my service plan welcome letter and the ZGGB8 campaign notice if required.I would appreciate a prompt resolution and trust this will be treated with the seriousness it deserves.Regards,Joe Monaghan

Had to pick up new Toyota Yaris hybrid at the boucher road showroom and was treated with the utmost respect by everyone from the moment I entered the showroom( Ms Debbie Mc Callum);the lady who I had the appointment with was and is very knowledgeableabout every aspect of the Toyota Yaris and actually talked me through the ins and out of my newYaris hybrid.