I am reaching out as you would have seen my review on the Charles Hurst Toyota GBP and the Charles Hurst Used Cars GBP (which I am happy to remove should we find a resolution).I am making the complaint on behalf of my family, as this is my mother’s car. She purchased a BMW X4 off Charles Hurst around a year ago, twelve weeks of which it has been in your possession. The registration when the car was purchased was YH69 WXM and is currently C5 RAC, which the Charles Hurst Toyota / contractor to your business has had possession of for coming up to six weeks.Communication has been non-existent, with frequent false promises being made and nothing being delivered to help my mother, whose vehicle is in warranty with your company, Charles Hurst / Lookers. On occasion my mother had been promised a courtesy car / rental car to go away for the weekend, and the staff member went on holiday and didn’t call or make contact to advise my mother that a vehicle would not be possible or supplied, during this time another staff member said “that she is not his customer, it will have to wait until the other staff member comes back from leave”. Due to no car provided she had to cancel her trip. Furthermore, when she followed up on the undelivered promise, another staff member advised that “if they gave everyone a courtesy car, then they wouldn’t have a business.” For a company that has integrity as a core value, I don’t understand why it was difficult for the staff member to do what he said he would do. Understandable that not every customer can be provided a courtesy car; however, not every customer has been left for six weeks without a vehicle, with the customer chasing an update.My understanding is that the phone calls are recorded for training and quality purposes, so you will be able to review the calls and see the disappointing customer service that has been provided and the rude tone of voice that comes from the staff.I would like to know what the resolution would be from your company’s point of view; however, the outcome I am chasing would be simple to resolve the complaint, which would be to provide my family with a car so that my mother can be mobile again until her vehicle is ready. I understand that not everyone can be provided a courtesy car; however, I don’t believe that a company the size of Lookers wouldn’t be able to find aged stock or a demonstrator that can be provided to a customer who has had no mobility for six weeks or at her own expense. A few days without a car is understandable, but six weeks is totally unacceptable.Please let me know if this can be escalated to the correct contact so that the issue can be resolved. I would rather resolve this with you directly than make a complaint to Toyota GB – I think the fair thing is to give your management team understand our experience and can rectify this before escalating it through the manufacturer. I understand that the car is a BMW; however, at this stage, we are a customer of Charles Hurst, and the entity that the communication is with is the Toyota business and therefore a representation of Toyota GB.If you need any further information, please don’t hesitate to reach out.Customer details:Customer name: Gary & Rose Ann Curry

Thank you for your customer service. The efficiency was very good all from start to finish .

I HAD A VERY GOOD EXPERIENCE WHEN PURCHASING MY AYGO X.STAFF WERE VERY COURTEOUS AND HELPFUL ESPECIALLY SAM. OVERALL 10 OUT OF 10

Debbie has always been very attentive!

Anete Vidnere welcomed my unscheduled visit in a very helpful and professional manner. She quickly understood my situation and provided me with an excellent range of options.

Helpful, took time to understand our requirements

Great communication and follow up by Sam and he had done his maximum to sale the car.

I wasn’t really impressed as I was told initially the APR was 0% then it went to 8.4%. I didn’t feel even though I was let to believe great deals were to be had I didn’t witness that.

Little selection of chrs

I asked me see into a car just outside the showroom.First I was told it was a customer car, which I replied that there was a customer just looking at it 5 minutes ago.She went into the office and came out and said a sales person would be out to see me but she didn't know how long.we waited 5 minutes and no one cameWe left.All I was looking to see the interior of the car.