Dear Customer Service & Complaints Team,I am writing to formally raise a complaint regarding the non-refund of a £250 deposit paid to Charles Hurst Newtownabbey in connection with a proposed vehicle purchase through hire purchase finance.Following discussions regarding the finance agreement, I decided not to proceed with the transaction due to the high APR attached to the proposed hire purchase terms. I communicated my decision accordingly and expected my deposit to be refunded.Since then, I have made several follow-up calls regarding the refund. On multiple occasions, I was informed by the sales executive, Martins, that he would check with the finance department and call me back with an update. Unfortunately, I have not received any callback or clear information regarding when the refund will be processed.If there is any basis upon which the refund is being withheld, please provide the relevant terms and conditions in writing.Please treat this email as a formal complaint. If this matter is not resolved promptly, I will consider escalating the complaint further, including through my bank/card provider and, where appropriate, the Financial Ombudsman Service.I look forward to your response within 7 days.Kind regards,Charles Oghoghor

Hi all,Unfortunately our car that we recently purchased from Charles Hurst in January 2026 broke down yesterday, 4th April and following this and other issues noted below, we are writing to formally complain.Within the first 7 days of ownership, an engine warning light appeared on the dashboard. Despite promptly reporting this issue in the first week of February, it took nearly two months to secure an appointment and have the fault addressed. During this period, we experienced repeated difficulties, including cancellations and poor communication. When the vehicle was eventually collected and repaired on 30 April, we were not notified that it was ready for collection. Additionally, when the car was picked up and taken for the service a Charles Hurst vehicle was left obstructing a neighbour’s property for over 48 hours, causing them inconvenience and placing us in an awkward position.Further, the valet carried out on the car at the point of sale was also substandard as accepted by yourselves and we are still waiting for the car to be given a satisfactory valet.Unfortunately, the situation has now escalated further. Yesterday, while driving with young children in the car, a coolant line suddenly ruptured without warning and a cloud of smoke filled the windscreen, forcing us to make an emergency stop on a road with no hard shoulder. This was an extremely distressing and dangerous situation. After identifying this critical failure, we were left to arrange recovery ourselves, which involved multiple journeys of approximately 80 miles at our cost and significant inconvenience as several young children were in the car at the time. We also had to cover £120 recovery cost over a bank holiday weekend.Given that this is a newly purchased car, the series of faults and the inconvenience, cost, and safety concerns we have experienced are completely unacceptable.As a direct consequence of the vehicle being unsafe to drive, we are having to use an alternative vehicle which we are actively trying to sell. This creates a real and immediate risk of being left without any vehicle should the sale complete, further compounding the inconvenience and disruption already caused. It also adds mileage and wear and tear to this vehicle further devaluing it.As a result of the above, we are therefore requesting:• The car to be picked up and repaired without cost to us with a written diagnostic and pressure test - nb the car cannot be driven in its current state. With a courtesy car to be provided whilst ours is off the road• The full service history and evidence of the service history prior to sale must be provided• Reimbursement of the £120 recovery cost• Reimbursement of the fuel for the 80mile round trip at £1.80p/litre• Compensation for the significant inconvenience, time, and disruption caused and the loss of use of the vehicle• A full explanation as to how a vehicle sold in this condition passed inspection• A complimentary extension of the 6month warranty in recognition of the issues encounteredShould the above not be provided in a timely fashion we will escalate this to the Motor Ombudsman and seek legal advice with a view to rejecting the vehicle and pursuing a full refund on the basis that the vehicle is not of satisfactory quality.We would appreciate a prompt response outlining how Charles Hurst intend to resolve this,Regards,Neil Spence

Fwd: The following email was sent to the relevant manager, Ricky Ayre, 28/04/2026 - no response receivedDear Ricky Ayre,I hope you don’t mind me reaching out directly, but I’m really struggling to get this situation resolved and I feel quite stuck at this point.I bought my car from Charles Hurst Newtownabbey in December 2024, with Christopher Irwin, and I also purchased an extended warranty at the time for peace of mind. I genuinely believed I was doing everything right and putting myself in a safe position.In April 2025, I noticed a warning light briefly appear and disappear, along with the car revving more than usual. I acted straight away and had the car sent via Charles Hurst to Ferrari for diagnostics. I was reassured nothing was wrong and that the car was fine, which gave me confidence to continue using it.Then on 24th March this year, another warning appeared and disappeared again. I stopped driving immediately and booked diagnostics through Charles Hurst with Lexus. When I drove it to the appointment, there were no warning lights showing, and I have photographic evidence of that.After inspection, I was told there were two major issues:- Failure of the mechatronic unit- Damage to the clutch caused by that failureWhat has been really difficult is that Assurant have refused to cover the clutch, even though it was damaged by a part that is covered. I completely understand policies need to be followed, but it’s hard to accept when I genuinely did everything I could as soon as I noticed a problem. After a lot of back and forth and feeling like I wasn’t getting anywhere, I agreed (reluctantly) to pay for the clutch myself and try to recover it later through mediation.Since then, things have become even more stressful. Lexus have said they cannot carry out the clutch repair themselves due to not having the correct equipment, and that the car needs to go to Alan McVeigh in East Belfast. I’ve now been told I’m expected to pay for the car to be transported there.This is where I’m really struggling to understand things. I handed the car over in a drivable condition, and now it isn’t. I don’t feel it’s fair that I should be responsible for additional costs because the repair centre arranged by Charles Hurst isn’t able to complete the work required.Paul Kealey (Lexus Service Advisor) mentioned this decision comes from Charles Hurst management, which is why I felt I needed to contact you.To be completely honest, I feel really let down. I trusted the process, followed advice at every stage, and now I’ve been without my car for over two months. It’s been incredibly stressful and upsetting trying to deal with this, especially when I thought the warranty would protect me in situations like this.I’m not looking for conflict, I just really need some help and a fair resolution. I would really appreciate if you could look into this and help with:- The transport costs for moving the vehicle- A review of the warranty decision regarding the clutch- Bringing this situation to a reasonable and fair outcomeI’m starting to feel like I may have to seek advice from Citizens Advice if I can’t get this resolved, which I would much rather avoid.Thank you for taking the time to read this. I would genuinely appreciate any help you can offer.Kind regards,Karen Carroll

I've had no response to my complaintTicket 87614071 if I do get response please email

Still awaiting info

QA SUBMITTING ON CUSTOMERS BEHALF (GARDX DOCUMENT NOT SIGNED)I would like to add some clarification regarding the GardX.I genuinely do not believe I purchased or agreed to GardX. At the time of buying the vehicle, I had already raised that the car required paint correction work, which still has not yet been completed and is something I am currently arranging.Given that, it wouldn’t have made sense for me to purchase GardX beforehand, as any protection treatment would typically be applied after paint correction is carried out.For that reason, I am quite confident that GardX was not something I requested.I would appreciate it if you could look into this and confirm.Also, at the time of purchasing the vehicle, I was informed that the V5 had been lost and a new one had been ordered. I still have not received this, so I would appreciate an update on that as well.In relation to GardX, I do not believe this was included in my purchase. I did not receive any aftercare pack, and from previous experience, I would have expected items such as shampoo and cleaning products, which I did not get. I also do not recall signing any paperwork agreeing to GardX, nor do I believe I requested it.There was a sticker on the top left-hand side of the windscreen, but it appeared to be old and possibly from a previous application.

I have not heard from my complaint Ticket 87614071

Dear Sirs,I am writing to make a formal complaint about Aisling Morton from the Newtownabbey Used Direct team. We purchased the above car in the first week of February 2026. When the car was collected it had an awful dog smell, which did not seem to be there when we viewed the car. In addition, one the vents was broken and the screen was temperamental.I contacted Aisling on 9th February to advise of the smell and asked for the car to be cleaned. She initially responded quickly and was apologetic. She advised that the car could be collected by the team, however on 10th Feb no one showed up to the collect the car and I could not get a hold of Aisling to ask why no one showed up at the arranged time. I emailed Aisling the next day and phoned but it was very difficult to reach her. It was finally arranged for the car to be collected on 17th February and again no one attended to collect it. I phoned and emailed Aisling but did not received a response.I thankfully received a call from Toyota to arrange bringing the car in for the vent to be fixed. It later turned out that the car would be cleaned at the same time when it was in with Toyota. When it was brought in to Toyota, they needed to order a part. It was re-booked in with Toyota for 16th March to be fixed and the cleaning team would also clean it that day.I dropped the car on 16th March and at no point was I advised that it would need to be kept overnight. Aisling did not communicate with me throughout any of this and, instead, I was directed to Gemma from Toyota. She was so helpful but she ended up being a messenger for Aisling when the car wasn't ready etc. I phoned in the afternoon of 16th March because I wondered when it would be ready to collect and I was advised that the car was needed until the next day. I was attending a wedding on the Monday night so this was not okay. A courtesy car was arranged for me at 4.30pm. I brought the courtesy car back on Wednesday afternoon as this was what had been arranged but it was 'locked in' and was not ready. I returned on Thursday after work and the car was still not ready.I sent an email to Aisling's boss that evening as I was very unhappy with the lack of communication from Aisling. She rang on the Friday morning to advise that the car was ready. When I collected it on 20th March the Apple Car Play bluetooth stick was missing. Aisling was very rude when I asked to speak to her and her response was "what's all this about". When I explained, she went away for a while to try and look for it. When she returned she said that it had been lost and said that the cleaning team had seen it earlier but it couldn't be located.. She told me to send a link to the item and that it would be ordered for us. I thanked her and left.On the Monday I sent a link to Aisling and Gemma. To date Aisling has never replied and the item has not been received. I rang her last week and she said "that's nothing to do with me, that's the cleaning team". Even though she is the one who told me to send the link, this was her response. She said that she 'believed the cleaning team have ordered it but will email them'.I have since emailed her for an update and haven't received a response. I am appalled at her customer service and her complete failure to follow through with anything she says. I do not believe the link was even sent to the cleaning team as it has been almost 6 weeks and nothing has been received.Please let me know if you need any further information.Kind regards,Hannah Newburn

We purchased our car from Aisling. From the beginning she was awful at communicating. The car had a really bad smell when we collected it so we asked for it to be brought in and cleaned. One of the vents was also broken so it needed to be fixed. It took such a long time for the car to be brought in. On two occasions Aisling said that the car would be collected from our home address and no one arrived to collect it. It tried to email and phone Aisling to rearrange but I was always told she was not available, nor did she respond to my emails. The car was finally brought in by the Toyota team (Gemma was amazing). It was to be cleaned on Monday 16th March and no one told me the car would need to be kept overnight until I rang later in the day to check if it was ready. A courtesy car had to be arranged as we were going away on the Tuesday. I attended on the Wednesday to collect the car, it wasn't ready. I attended on the Thursday to collect the car and it wasn't ready. At no point did Aisling tell me that they would need the car until Friday to clean it. I already sent a complaint email on the Thursday evening to Aisling's boss but received no response.When it was finally ready on the Friday I noticed that the Apple Car Play Bluetooth stick was gone. I was told that it had been lost and I should send a link so that it could be purchased for us and sent to our address. To date this still has not been received and that was almost 6 weeks ago. When I email Aisling about it she does not respond. When I phoned Aisling last week she advised that it was "nothing to do with her" even though she told me to send the link. I have since asked for an update from the cleaning team because, apparently, they are supposed to order the lost item.From beginning to end (and it hasn't even ended yet) it has been an awful experience. We would like the Car Play Bluetooth to be replaced as soon as possible.

This is a follow up to my complaints which I lodged on the 17/2/26 (ticket number 86116881) and 11/3/26 (ticket number 86751588). I have yet to receive a response to my complaint! On your website it states:‘We aim to resolve most complaints within 5 business days. Complex matters may take longer, but we’ll keep you updated throughout. If your concern isn’t resolved within 14 working days, it will be escalated to the relevant operational director for review.’Well my complaint has not been responded to within 5 working days and not responded to within 14 working days either. I have had no correspondence from yourselves at all! Has it now been escalated to the relevant operational director for review as per your website extract above? Or what is happening? This is just typical that Charles Hurst got the car sale and don’t care one bit once the sale was done!!