Responsive, friendly, accommodating

Advisor was unresponsive

It was average experience. I forget my license post test drive but didn't get a message that I missed my license untill I reach out back after couple of days. Also not sure reason for coming during test drive although other Charles Hurst dealer or other dealer in the market don't usually come during test drive and that too after providing all details and documents. I like car presentation video, thanks for it.

Overall was good, great communication. However once deal had been agreed long lag yime for car to be ready, told it will be one day then to be phoned, it'll need longer. Then arriving and car still not ready.

I brought a car several weeks ago and sales person was Clive Cowden. A very pleasant man but slow in returning calls if at all as I am the one who phones yet again. The hyundai i10 I purchased without any finance is due mot tomorrow and Clive was to have booked this. I am extremely anxious about this as I do not want to be driving without it and I need the car for work as I work at the hospital. He tells me awaiting cancellation vut I emailed to send me booking reference and I could have done this myself but I trusted him that this would be sorted but I am constantly chasing. I am disappointed as I was so excited to purchase my car and now in panic over mot. I don't understand why it wasn't mot before I picked car up I had to find out myself while taxing car today I have phoned twice and awaiting as writing this

I started the process of buying a mini on the 25 of June. 2250 was tranfered as a deposit for the car along with a signed agreemant for finance.It is now the 20th of July and no car. I have tried to get al realistic time schedule to no avail. I have asked what happing with the car and what was the issue for the delay.I was given a unacceptable answers not veing accurate. Nither the issue or the time frame.May I ask you to intervene on my behalf as a registered disabled person to speed up this process and eplain what is causing the delay.The part they say they canot get is on Amazon vehicle section i dont understand how they cant find the part.

Car I came to view had obvious previous damage repaired to a very poor standard, sales man basically appeared not interested once I pointed it out

email went into spam folder only discovered it by chance

Hi,I wish to make a formal complaint regarding the handling of my Personal Contract Purchase (PCP) agreement and the lack of communication I have received from Charles Hurst/Lookers over the past 16 months.On 4 March 2025, I was contacted by Andrew Cochrane, Business Manager at Usedirect Newtownabbey, who advised that there was an error with my finance agreement and that the final (balloon) payment should be approximately £1,000 lower than the amount stated in my agreement. I was advised that a replacement agreement would need to be signed.As I wanted to ensure there was a clear record of communications, I responded by email on 31 March 2025 requesting further information before making any decision. Specifically, I asked:How the error had occurred.Whether commission or any other charges had contributed to the error.What my rights would be if I chose not to enter into a replacement agreement or if I wished to return the vehicle at the end of the agreement.Whilst I appreciate that a replacement agreement may have been necessary to correct the issue, I was not prepared to sign a new regulated finance agreement without first understanding why the existing agreement was incorrect, how the error had occurred, what the revised financial terms would be, and whether signing a replacement agreement would have any impact on my contractual or statutory rights. I considered these to be reasonable questions and requested this information in writing so that I could make an informed decision.Unfortunately, I received no response.As my agreement was approaching its conclusion, I sent a further email on 15 March 2026 requesting clarification and confirmation of the correct final payment amount. Once again, I received no response.As my agreement neared its end, I received my final statement from Redline Financial Services. Upon reviewing this statement, I noted that the figures had not been amended and that the final payment remained unchanged, despite having previously been advised by Charles Hurst/Lookers that it should be approximately £1,000 lower. This caused me significant concern, as it suggested that the issue identified by your representative had not been resolved.I contacted Redline Financial Services to seek clarification and was advised that they were unable to amend the agreement and that responsibility for resolving the matter rested with Charles Hurst/Lookers. I then contacted another member of your sales team in June 2026 requesting assistance. Despite further correspondence, I again received no meaningful response. On 8 July 2026, having still received no assistance, I requested the contact details of the Branch Manager in an effort to progress the matter.I am now near the end of my PCP agreement, yet I remain in an unacceptable position whereby:I have been informed by your organisation that my finance agreement contains an error.I have never been provided with an explanation of how that error occurred.I have not been provided with sufficient information to make an informed decision about signing a replacement regulated finance agreement, including how doing so would affect my legal or contractual rights.My final finance statement continues to reflect the original balloon payment rather than the lower figure I was advised of.Numerous emails requesting clarification and assistance have gone unanswered over a period of more than 16 months.This situation has caused unnecessary distress, uncertainty and inconvenience. Had your representative not contacted me to advise that there was an error, I would have had no reason to believe that my finance agreement was inaccurate. Instead, I have spent more than a year attempting to obtain basic information and resolve a problem that was identified by your organisation. It is particularly concerning that, despite identifying this issue in March 2025, no meaningful action appears to have been taken before my agreement reached its final payment stage.I would therefore ask that this matter be investigated as a formal complaint and that you provide a full written response addressing the following:A full explanation of the error identified within my finance agreement.Confirmation of the correct final (balloon) payment.An explanation of why I was asked to sign a replacement agreement and the legal implications of doing so.Confirmation that I will not suffer any financial detriment as a result of an error that was not of my making.An explanation for the failure to respond to my repeated correspondence over the past 16 months.An explanation as to why the error had still not been corrected by the time my final Redline statement was issued, despite Charles Hurst/Lookers identifying the issue in March 2025.An explanation as to why, if signing a replacement agreement was essential, no one responded to my emails or took reasonable steps to resolve the matter before my agreement reached its conclusion.Details of the steps you now intend to take to resolve this matter without further delay.Please also confirm that no adverse action will be taken in relation to my agreement while this complaint remains under investigation.I expect this complaint to be handled in accordance with your formal complaints procedure and within the applicable timescales. Should this matter not be resolved satisfactorily, or if I do not receive a final response within those timescales, I will consider referring the complaint to the Financial Ombudsman Service.I look forward to receiving your acknowledgement and your full written response.Shauna Doyle

Whilst the response was prompt in sending a video of the vehicle, it was advertised as diesel but was in fact petrol, something I realised but the dealership hadn't. I pointed it out and they didn't seem too concerned.