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.

Friendly and helpful and professional

Great customer service and well detailed information and pleasant staff members

I never made an enquiry! Can’t rate what didn’t happen 🤷‍♀️

I purchased my car February 2025 in November my car wouldn't start so rang Toyota boucher would informed me my car was under guarantee and gave me a phone number to ring Toyota repairs . The response from repairs was great my car was up and running that day very happy with service but since then I have been getting emails from AA the company Toyota sent out to repair my car for payment of battery replaced. I have emailed the invoice 3 times and phoned numerous occasions and still has not been paid or any communication to myself why non payment with the response now from AA is being referred to debt collection. I had issues with the after sales service from the beginning but thought you had redeemed yourself with this great breakdown repair guarantee but unfortunately again disappointed in Charles Hurst Toyota Boucher

Can you please provide an email address so that I can send you the pictures of the state of the car I was loaned while mine was in for a recall.. unfortunately I have no way to send you the smell of it but the disgusting condition inside you can see.. I told the service guy when I returned it, he just said, that was the last people who had it! I literally had no words to respond to such a disregard for any kind of standard..

Debbie was very helpful and dealt with all our queries to our complete satisfaction.

I think the cars are slightly expensive especially when buying in December. Service was excellent and staff were very helpful.

Everything was very well explained and in a very friendly professional manner