Formal Complaint Regarding Audi A1 Purchase from Charles Hurst NewtownabbeyI am writing to make a formal complaint regarding my experience purchasing an Audi A1 from Charles Hurst Newtownabbey.Prior to purchasing the vehicle, I dealt directly with sales representative Clive Cowden, who provided several assurances regarding outstanding items that would be completed as part of the sale. These included:Provision of a spare key.Replacement of a missing boot component.Replacement of missing wheel valve caps.Touching up scratches on the vehicle.While some of the cosmetic scratches were addressed, several of the agreed items remain outstanding almost ten months after the purchase. These include the spare key, missing boot component, wheel valve caps, and an additional issue that I discovered upon receiving the vehicle: the vanity mirror was broken.Despite giving sufficient time and making repeated attempts to resolve these matters, I have been unable to obtain a response or resolution.I contacted Clive Cowden on the following dates:9 October 2025 – No response.3 January 2026 – No response.5 February 2026 – No response.12 February 2026 – No response.25 February 2026 – No response.22 April 2026 – Received a response on 23 April 2026 stating, “I will chase this up... for a positive conclusion.” No further update or resolution followed.2 June 2026 – No response.18 June 2026 – Received a response stating that he would call me. No call was received.24 June 2026 – No response.The lack of communication or basic human response following the purchase has been extremely disappointing. Prior to completing the sale, I received frequent calls and follow-ups from the dealership, to the point where I was receiving multiple calls in one day during working hours to encourage me to proceed with the purchase. Once the sale was completed and payment had been made, the level of communication changed significantly. The contrast between the service provided before and after the purchase has been impossible to ignore.A further serious concern relates to the paperwork associated with the sale. As this was my first time purchasing my own vehicle, I relied on the assurances given by Clive Cowden that all necessary paperwork would be taken care of. During the sales process, I was reassured that I could trust him and was told statements including, “I’m an honest salesman” and “I’m not a cowboy.” Based on these assurances "to trust him", I believed the process would be handled correctly.However, the first experience was I was allowed to leave the dealership without the green slip for my new vehicle, despite being led to believe that everything had been completed correctly. I was also assured that the ownership transfer relating to the vehicle I traded in would be dealt with by the dealership.This did not happen. As a result, I have since received DVLA enforcement correspondence, vehicle tax-related penalties, and parking notices relating to a vehicle that I sold to Charles Hurst almost ten months ago and no longer own. This has caused unnecessary stress, significant inconvenience, and real financial concern due to matters that should have been resolved as part of the dealership’s responsibilities when purchasing the vehicle from me. I have outstanding debt now relating to the car sold to Charles Hurst which needs paid.I contacted both Clive Cowden and the dealership regarding these issues, yet I have still not received an adequate response or any resolution. It is extremely frustrating that even basic requests for an update have repeatedly gone unanswered.The most disappointing aspect of this situation is that this was my first vehicle purchase. I chose a large, established dealership because I believed I could trust the reputation of the company and the commitments made during the sales process. Instead, I have spent almost a year chasing outstanding issues and promises that should have been fulfilled without repeated intervention from myself.I am therefore requesting that this complaint is formally investigated and that the following matters are resolved:Immediate provision of the outstanding spare key.Replacement of the missing boot component.Replacement of the missing wheel valve caps.Resolution of the broken vanity mirror.A full explanation regarding why the paperwork relating to my traded-in vehicle was not completed correctly.Assistance in resolving any outstanding DVLA, taxation, or parking-related matters that have arisen as a result of this failure.A written response confirming the actions that will be taken and the expected timescale for resolution.I hope Charles Hurst Newtownabbey will take this matter seriously and provide the resolution and level of customer service that should be expected from a reputable dealership.

Trade in value a joke,car I was looking at was dirty outside and engine filthy with coolant stains over it .If your looking top book for cars then at least present them professionally

I made an enquiry about a car, as I was away for the weekend the sales person said it was best to reserve the car online and I could view on my return. I did just that to be told the following day the car had been sold???I was assured I would receive my deposit within a couple of days, I didn’t.During the course of the week when I’d returned I was promised on two further occasions my deposit would be returned and never received??I asked the sales person for the phone number of the department who deal with the deposit refunds, I was given an incorrect department.Eventually got speaking to someone who dealt with the matter promptly and efficiently, received notification whilst I was on the phone with him that my refund was being processed.Never had that in the week and half I’d been dealing with the dealership in Mallusk.Very very disappointing experience all together..

Curtis was an extremely helpful and very knowledgeable lad and gave us all the information we needed to make our decision

Hi,I am writing to raise a new complaint regarding an issue that remains unresolved since July 2024.The matter relates to a part that was agreed to be repaired or replaced as part of the original vehicle sale agreement. Despite multiple emails, phone calls, and previous cases raised, this issue has still not been resolved. I hold a full email trail and records of calls which can evidence this agreement if required.Given that nearly two years have now passed, during which time I have continued using the vehicle with a known defect that was acknowledged at the point of sale, I would like clarification on my position. In particular, I would like confirmation of my rights in this situation, including whether I am entitled to reject the vehicle or terminate the contract due to the failure to fulfil the agreed terms of sale.My preferred resolution would be to bring the contract with the Charles Hurst Newtownabbey branch to an end and make alternative arrangements elsewhere.For context, this is also the second issue I have had to pursue. On a previous occasion, repairs that may have been safety-related were not arranged under the warranty despite repeated follow-up. I ultimately had to organise and pay for these repairs myself and was only reimbursed after raising a formal complaint.Given the length of time this has been ongoing, and the continued failure to complete the agreed work under both the warranty and original sale agreement, I would appreciate it if you could review this case and advise on my rights, particularly in relation to contract termination.Thank you for your assistance, and I apologise for having to reopen such a long-running issue.Kind regards,

I haven't taken delivery of my car so I can only comment on the curtisey and sales experience

I am writing to formally express my dissatisfaction with the level of service I have received regarding an issue with a car I purchased from your dealership approximately six months ago, which is still under warranty.The driver’s window has developed a fault and will no longer go up or down which is causing significant inconvenience. This is the second issue I have experienced with the vehicle which raises concerns about the quality and reliability of the vehicle.I initially contacted your team on 23 May to report this issue and was advised that someone would be in touch. After receiving no follow-up, I contacted you again on 28 May, at which point I was again assured that the matter would be addressed and that I would be contacted. To date, I have not received any further communication.Given that the vehicle remains under warranty, I expect this issue to be resolved promptly and without cost. I find the lack of response extremely disappointing, particularly from a dealership of your size and reputation.Please treat this as a matter of urgency. I would appreciate a response within the next few days confirming how you intend to resolve this issue, including next steps and a timescale for repair.If this matter is not handled promptly, I will have no option but to consider escalating my complaint further.

Bought a car from Isling and told her it was going to be used as a taxi, and was told about RAC extended warranty to cover all issues should they come to light, unless its wear and tear.Then found out that the car's not covered as its a taxi - customer feels he was mis-sold based on the warranty.Current issues are worth £6000 for the repairs, and he'd like his money back for the warranty and also the repairs completed, and compensation for the loss of earnings as he's been immobile for 2 weeks with no work.

When i had questions or comments about the car after seeing it the salesman (clive) didnt seem to care and was only interested in talking about finance i made an offer on the car the next day and he said he would speak to his manager and would get back to me but never did. I have contacted hursts 3 times to get my reserve deposit back and still have had no reply or refund. It will be interesting to see if anyone contacts me now. Martin 07866504237

Promised video of car, nothing..Won't bother again