The Price on two vans I was interested in was advertised on Autotrader as including VAT (I have screenshots). I arranged a viewing where I explained I was not VAT registered and only interested in vans including VAT. I spent around 90 minutes viewing the van I was interested in and when I wanted to proceed to purchase was then told the price was +VAT. This took price from £11249 to £13,498 which I did not then proceed with. Had the van been advertised as +VAT I would not have wasted my morning. The salesman didn't seem to understand the 20% impact of the VAT issue. This was disappointing as I had viewed a Porsche Cayman at the premises with another salesman some time ago and this had been a very professional experience.

Dear Sir/Madam,I am writing to formally complain about the condition of my new car upon collection, as well as the poor level of customer service I have received since.When I arrived to collect the vehicle, I was extremely disappointed to find that it had not been properly cleaned or prepared. For a new car handover, I expected the vehicle to be presented in excellent condition, and this fell far below acceptable standards.In addition, one of the car keys does not work. I have already replaced the battery myself to rule out a simple issue, but the key still fails to function correctly. This is not something I should have to deal with immediately after purchasing a new vehicle.What has made the situation even more frustrating is the lack of support and poor customer service I have experienced while trying to resolve these issues. My concerns have not been handled professionally, and I do not feel valued as a customer.I would appreciate this matter being addressed urgently. I expect:The faulty key issue to be resolved immediatelyAn explanation as to why the vehicle was not properly prepared before collectionA response regarding the poor customer service I have receivedI look forward to hearing from you promptly with a resolution.Kind regards,Ryan Russell

Have a long term relationship with the staff

Quick efficient attention from the start

Spoke to a man Clive twice over a two week period and he never returned my call either time.Had to ring a third time and speak to someone else

I previously contacted your business by email to ask whether the vehicle was an import before coming to see it.Unfortunately, the email response I received did not answer my question and instead appeared to contain generic copy and paste type information just completely unrelated to what I had asked. As a result, I telephoned and was advised that the car was not an import and that it had been moved to your Boucher Road branch.I therefore then travelled to the Boucher Road location after this call to view the vehicle.Regrettably, my experience there significantly undermined my confidence in purchasing from your business.The salesperson I dealt with came across as very unprofessional and during conversation while walking to view the car, he used a curse word in reference to the weather, which I found inappropriate in a customer-facing setting and it undermined my confidence in the professionalism of your dealership.In addition, at first he said the car was not there before I explained I had called in advance and then pointed it out to him. He then looked it up on his computer and there appeared to be inconsistency regarding the vehicle price, with two different prices on the showroom screen. On from this, no negotiation whatsoever was entertained when it got to that stage and, rather than any flexibility being offered, the price was instead increased following what I found to be an unclear explanation relating to warranty and pricing. I had attended as a serious buyer and was in a position to purchase the vehicle in the right circumstances.Most concerningly, the condition of the vehicle did not reflect the advert and photographs. When we saw it in person the vehicle had a mismatched wheel/hubcap issue, and there was visible paint/lacquer flaking on the roof to the extent that the roof of the car appeared pink rather than red. In my view, the advert should have presented the vehicle’s condition more fully and accurately than it did.Overall, the experience unfortunately broke my trust and confidence in proceeding with a purchase from your business and I left without taking matters further.

This may take a while. I purchased a used Toyota Aygo FSZ4192 from your Dundonald branch a couple of years ago for my wife. Unfortunately shortly after buying she hit a pothole damaging the rim causing the tyre to deflate. It was at this point we realised there was no locking nut supplied with the vehicle. I contacted yourselves and someone came out to the house, used the can of tyreweld from the vehicle and recovered it to the dealership. Where they removed the damaged wheel and put on the space saver, promising they would supply a replacement locking nut. I got the wheel repaired, and then received a call to say you couldn't get a replacement nut and to bring the car in and they'd take all the locking nuts off and replace them with a new set. I took the car in and was left sitting for approximately 3 hours for the nuts to be replaced. No new locking nuts were fitted, just standard ones.I was promised that once they arrived in stock arrived that someone would be in contact and I could collect them along with a replacement can of tyreweld. 18 months later and I'm still waiting. I was going to let it lie, but then I made the mistake of purchasing another vehicle from you.On 31st January 2026 I picked up an Audi A5 from your Newtownabbey Used direct branch. I had been assured that the vehicle had been serviced and two new tyres fitted prior to me collecting it. Recently it started to show an oil change warning, which seemed...unusual?...given that it was supposed to have been serviced no more than 4 months ago. Seeing as it took your technicians 3 hours to change 3 nuts I decided to take it to my mechanic. Much to my surprise he informed me it required new rear suspension arms (front), new brake pads and discs on the front and that there was an issue with the camshaft bolts (I have a photo). He was also fit to tell me the newest tyres on the vehicle were 2023. Given I've driven no more than 1200 miles i find it frankly unbelievable that these issues have arisen since your 'service' and I have clearly been lied to about the new tyres.I would like to think you will now supply and fit two new tyres, as well as reimburse me for the sizeable cost of repair. A set of locking nuts for an Aygo and a tin of tyreweld won't go amiss either.

I've had no reply from my complaint not good

Subject: URGENT: Formal Complaint – Vehicle Purchase & Ownership Issue (19 August 2025)To Whom It May Concern,I am writing to raise a formal and urgent complaint regarding the vehicle I purchased from representative Aisling McCrory, at Charles Hurst Used Cars Direct Newtownabbey Branch on 19th August 2025.Since purchasing the vehicle, I have experienced several serious issues. On 26 September 2025, I contacted Aisling by email regarding faults with the brakes, which were grinding and shuddering while driving. I received no response and had to contact Charles Hurst directly. The vehicle was later inspected by Nissan, who advised that the car had not been serviced prior to sale, despite me being told this had been completed before collection. This was extremely concerning.In October 2025, I also received an urgent letter from the DVLA stating that my part-exchange vehicle (white Renault) had not been registered. I had already returned the logbook to your dealership the week after collection, but I received no confirmation or follow-up, and no apology for this error.More recently, in March 2026, the vehicle broke down multiple times and required jump-starting. After contacting your team and eventually speaking with Aisling, the car was taken to Nissan, who confirmed that the battery required replacement. Given the age of the vehicle and the ongoing issues since purchase, I made it clear that I would not accept any cost for this repair.The situation has now escalated significantly. On Thursday 14 May 2026, a representative from Toyota Financial Services attended my home and informed me that the vehicle is still subject to an outstanding hire purchase agreement. I was advised that they remain the legal owners of the vehicle and have issued documentation warning that they may take steps to repossess it if the matter is not resolved. I am suffering from extreme anxiety as they have called to my home and I am concerned that there is a breach of consumer confidentiality; as they have my personal details including my name and address.This is extremely distressing and completely unacceptable. I purchased this vehicle in good faith, and it should have been free from any outstanding finance or legal claims.Under the Consumer Rights Act 2015, the vehicle should be of satisfactory quality, fit for purpose, as described, and free from any outstanding finance. Based on the issues outlined above, I do not believe these obligations have been met.Given the seriousness of this situation, I expect a full written response within 7 days.If this matter is not resolved promptly, I will escalate my complaint to the Motor Ombudsman, Trading Standards, and the Financial Conduct Authority, and I am currently seeking legal advice.Regards,Megan Brown

I am writing to make a formal complaint regarding the level of customer service we have received following the purchase of our vehicle from Usedirect in August 2025.Since raising concerns regarding an issue with one of the alloys, we have been extremely disappointed with the attitude and manner in which we have been dealt with by a member of your sales team. We fully understand that sales staff have a job to do when selling vehicles to customers, however we feel that the level of customer service and professionalism shown from the time of purchase to now has changed significantly, and not in a positive way.When purchasing the vehicle, we also purchased alloy cover under the impression from the sales team that issues relating to alloy damage would be appropriately supported. We had previously raised concerns regarding this alloy and, following discussions with the warranty team, it was agreed that repairs would be carried out as the alloy had previously been damaged and welded before the vehicle was sold to us.What is particularly concerning is that this previous weld had reportedly been identified during the checks carried out prior to the sale of the vehicle, however we were never informed of this at the point of purchase. We only became aware of the previous weld after raising our first concern in March, when the alloy first appeared to have a fault.Now that further issues have arisen with the same alloy, instead of receiving support or assistance in trying to resolve the matter, we have felt challenged and dismissed. We were particularly unhappy with comments made to us such as, “If I sold you a car and it got a scruff on the bumper it’s not up to warranty to fix.” We do not feel this is a fair comparison. A cosmetic scruff on a bumper is not a safety concern, whereas a damaged alloy has the potential to affect the safety of the vehicle and could potentially lead to harm should a tyre fail or burst while driving due to issues with the alloy itself.We expected a more professional and customer-focused response, particularly considering the circumstances and the fact we have tried to resolve this reasonably throughout. We are not simply complaining about wear and tear — this concerns an alloy with a known prior issue that we were not made aware of when purchasing the vehicle.At this stage, we would appreciate this matter being reviewed by management and for consideration to be given to a more suitable resolution, including replacement of the alloy rather than repeated repairs to a wheel that appears to have ongoing structural issues.We would also appreciate feedback regarding the manner in which this complaint and our concerns have been handled by the sales representative involved