To Lookers PLC Compliance and Branch Management,FORMAL NOTICE OF SHORT-TERM RIGHT TO REJECT (CONSUMER RIGHTS ACT 2015)Please accept this email as formal written notification that I have exercised my Short-Term Right to Reject the Volvo V60 [KX68URM] as of this morning, Saturday 18th July 2026.The vehicle was previously left in the custody of Charles Hurst Newtownards to undergo a statutory repair attempt to resolve a pre-notified oil leak and an active 4C suspension clicking fault. During today's test drive, this repair attempt was demonstrated to have conclusively failed, as:The suspension defect remains fully present.As the vehicle remains defective, it is not of satisfactory quality and is unfit for its purpose.Under the Consumer Rights Act 2015, a consumer is entitled to a full refund following a single failed statutory repair attempt. I have left the vehicle keys and the vehicle physically at the Newtownards branch. I am not authorizing any secondary repair attempts.Required Actions:1. Please process a full refund of my cash balance (£7,276.00) via BACS transfer to my account within 14 days.2. Please confirm the immediate legal unwinding of my part-exchange vehicle contract (Volvo XC60, referenced as LHZ414 in the original sale) or the alternative financial reimbursement of its invoiced £9,500.00 value.Alternative Transport: Please be explicitly advised that I am retaining possession of the Enterprise rental car (Agreement: 45BWTG) to mitigate my losses, as I am currently left without transport and you hold both my funds and my trade-in vehicle. This vehicle will remain on the corporate billing account of Charles Hurst Group until my full financial refund has cleared into my bank account, at which point the rental will be returned immediately.I expect written acknowledgement of this rejection within 48 hours.Regards,Gary Maguire

Staff where brilliant on the day but car seemed to go up in price the next day

I purchased my car in September 2024 from Charles Hurst. The second day after receiving the vehicle, the check engine light was illuminated. After a few phone calls, this was brought in to the service centre in Newtownards and I was assured the DPF filter had been replaced. This is was the beginning of a slew of issues with the car. In early January 2025, a brake disc had slipped and needed replaced. There were issues with brakes and the handbrake which I was told did not fall into my year’s warranty and would cost over 800 pounds. I felt it wise to get a second opinion and was told that the same repairs and genuine parts in a reputable local garage would cost 250 pounds. The issue was resolved by this garage and I was happy to have it resolved. Other issues since have been a fault with the window washer hose, tracking rod faults, the engine light and DPF fault reoccurring and now after an oil service where genuine Kia parts were used, an oil light message indicating a worn pump. I feel that this car was not sold to me with correct information as it has been riddled with faults. I have visited a mechanic on 9 separate occasions in less that 2 years. I would like to know what my rights are. Does my agreement allow me to hand the vehicle back at any time? Why is the DPF faulty after a replacement so soon? I would request this response promptly. I have a car that I cannot currently drive and this is a cause of concern as a father with a young family who require the car as the main mode of transport.

Excellent service, very friendly sales staff. Gordon was a gentleman to deal was. Nothing was too much trouble.👏👏

The sales man was hungover and disengaged, I was kept waiting for a substantial amount of time to try and encourage me to purchase additional products that I did not want, when I said no the sales staff they were rude and slammed the laptop down in front of me. I felt they tried to confuse me into paying extra for things I did not want. I had to chase and chase for the spare key and when I had to go back to het the vehicle, I had to wait for another hour.

Please see the attached Letter Before Action.

54 North Circular RoadBelfastBT15 5FE29 June 2026Mr Jack HendersonCharles Hurst Usedirect10 Comber Road,NewtownardsBT23 4QPDear Mr Henderson,RE: Formal Complaint – Audi Q2 Vehicle Registration SL67 FZEI am writing to formally raise a complaint regarding a vehicle I purchased from Charles Hurst Used Direct on 3 December 2025, registration number SL67 FZE.Since shortly after purchase, the vehicle has experienced repeated and serious faults, primarily relating to the gearbox, which render it unreliable and not of satisfactory quality.Summary of Issues• 4 December 2025: I attended Charles Hurst Lexus due to a warning light which identified loss of pressure in tyres.• 2 March 2026: I returned due to gearbox malfunction warnings and squeaky brakes. I was advised no fault codes could be identified.• 6 April 2026: While driving to Longford, a gearbox malfunction warning reappeared, including a message that reverse gear was unavailable. The vehicle entered limp home mode, forcing me to interrupt my journey and borrow another vehicle.• 8 April 2026: Following contact (after public holidays), it was agreed the car would be inspected upon my return from Longford.• The Service Team at Lexus, following diagnostic tests, identified:• gear selector fault (replacement required).This was replaced under warranty. I was advised the vehicle was “as good as new.” I still await the error code and have requested this several times from Karen Massisngham, the Service manager at Lexus.• 14 June 2026: The same gearbox malfunction warning reappeared, with the vehicle again entering limp mode whilst driving from Waterfoot, County Antrim back to Belfast.• The Service Team at Lexus, following diagnostic tests, identified:• P173660 – Position sensor for clutch 2 electrical malfunction (mechatronic unit replacement required)• P0C2900 – Auxiliary transmission fluid pump driver circuit fault (pump replacement required)I have now been informed that these faults are not linked to the earlier issue and, as the warranty expired less than two weeks prior to these latest faults, I am expected to pay approximately £4,000 for repairs.The contract under which I purchased the car is governed by the Consumer Rights Act 2015 (the “Act”)Under the Act, any vehicle supplied by a trader must be:• Of satisfactory quality• Fit for purpose• DurableGiven that:• Faults arose immediately after purchase.• There has been a clear and consistent pattern of gearbox-related failures.• The vehicle has required multiple inspections and repairs; and• The most recent failure occurred shortly after warranty expiry but relates to the same underlying system.it is evident that the vehicle was not of satisfactory quality or sufficient durability at the time of sale.Furthermore, where a fault emerges within the first six months, it is presumed to have been present at the time of delivery unless proven otherwise. Although some of these faults have arisen after that period, the continuing nature of the defect strongly indicates an inherent issue.I do not accept that the current faults are unrelated. They concern the same gearbox system and demonstrate an ongoing defect that has not been properly remedied.Resolution SoughtAccordingly, I require that Charles Hurst Used Direct:• Covers the full cost of the necessary repairs, including the mechatronic unit and auxiliary pump,OR• Provides another appropriate remedy at no cost to me.I request a full written response within 14 days of the date of this letter.Next StepsIf this matter is not resolved within this timeframe, I will proceed to formal legal action without further notice to enforce my statutory rights. This will include:• Issuing a claim through the Northern Ireland Courts and Tribunals Service• Referring the matter to Northern Ireland Trading Standards Service• Escalating the complaint to The Motor Ombudsman• Seeking recovery of all associated losses, costs, and any additional damagesI trust that this matter can be resolved promptly and without the need for escalation, and I look forward to your response.Yours sincerely,Lizanne McKearneyLizanne McKearney

Ms Beers is a real start. I contacted you for one car but it was not a good fit for me. She went extra mile to find a car that was ideal for me. Great experience and she made this a premium experience for me.

Super team in Ards

Chris was very easy to work with. My daughter was buying herself a car and he made it a very smooth process. Will definitely be back again.