Excellent personal service by making the process of buying a new car easy and smooth

Low valuation compared to other dealerships

Customer friendly….clear communication

Less than 3 years was sold a car with know problems to the car experts (unfortunately not to me, made the mistake of trusting the dealer). It lasted 15k miles after which it had to be changed as engine could breakdown at any stage. Went back to Charles Hurst who basically ignored the whole topic and said all they could do was to give me £1k for trade in as the car wasn’t worth more than that. Tried to buy a car with them anyway, I was told to pay a £250 deposit via link to reserve the car. The link wasn’t sent and the car was sold the day after. What a way to build trust with clients. I will never go back unless forced too.

Staff polite and friendly

I was really let down by Charles Hurst Cupra and ended up rejecting the car I had agreed and paid for 10 days earlier. I arranged to see the car Friday Am and it wasn't ready to be seen until Friday afternoon, I wasted half the day waiting around. I liked the car and paid the deposit that day with the agreement I could collect it the following Friday after a proper clean (dirty alloys) valet (several marks on driver seat) and buff as there was some rough paint on the driver door. I paid the balance during the week and rang on Thursday to check everything was completed for Friday and I was told it was. On Friday morning I discover the car hasn't been cleaned inside, outside, valeted, the mark on the driver door was still there and there was a paint chip on the passenger door, the exact shape and location of a mark if someone opened their car door onto this car door. I was given a courtesy car to hang around and wait for these to be sorted. 2.5 hours later I returned and the car wasn't back and realistically these weren't going to be completed in this time frame but I had a school run to do so I was told to hold on to the courtesy car until Saturday. On Saturday the car was ready apart from the chip in the passenger door. I was told the paint would arrive in on Monday so I could keep the courtesy car until Monday and swap over on Monday. I wasnt offered for this chip to be filled in by the cosmetic team, I was going to be given the paint to do it myself and when challenged, the sales rep said he could do it to show me and I could keep the paint. However, in this same phone call, the paint that wouldnt arrive until Monday was discovered in the sales reps desk drawer, he told me. I was concerned about this not being the correct paint and I was quite frustrated at the back and forth, the waiting about on 2 separate occasions and I didn't want to drive down again for the car not to be right so spoke to the manager. He told me the car would be right by Monday and it would be driven out to me on Monday to swap over my new car for the courtesy car at my house. I requested photos of the car before it left Charles Hurst so I wasn't being pressured to accept a car that wasn't right. On Monday I got the photos and the chip on the passenger door had been filled in with a much darker colour of paint. I could notice it straight away even with the rain on the car and the reflections of the person taking the photo, the ground and the ground paint reflection. I responded to the picture message and I was told the paint would "weather" over time. I didn't accept this so I rang the manager back and I was told this was correct, the paint would weather over time. I explained that I had touched in paint on my previous car before and it was always the same colour as the paint on the car and never needed to "weather". I was again convinced that this was the correct colour of paint and that it's normal for the two same coloured paints to be so obviously different. As a female trying to buy a car, this gaslighting is totally unacceptable. I would have been happier if someone admitted that an incorrect colour was used rather than to convince me of something so obvious. Throughout these interactions from discovering this passenger door mark I was told by the sames rep and manager that the chipped paint was a stone chip when it was very obviously created by a car door opening on it. The location of the chipped paint and the shape (a vertical line) make it clear to me that it was a car door, it is very unlikely caused by a stone. I have been completely let down by the sales rep from being forced to wait around for several hours on two occasions and potentially a third, had I not refused. And for damage to happen to the car after agreeing to purchase, the damage not being fixed correctly, the lying about the stone/door chip and the paint used, I am so disappointed in the service received and I withdrew my agreement to buy this car and have requested a refund. The manager did offer me to take the car with a free service but I was no longer happy to take the car. Had the gaslighting/lying not happened and the paint chip on the passenger door been fixed correctly I would have accepted the car. I have also wasted time and money changing my insurance to the new car and back to my old car. I was smart enough to not sell my old car so quickly so I had a back up. I won't be purchasing from Charles Hurst again.

i don’t even need to explain! actual nightmare

£1700 worth of extras added onto the price without asking me if I wanted them. I asked if I could arrange my own finance as it was working out cheaper. His price was £201. I showed him I can get it for £184. He then said he will check other finance providers and we agreed £185. I got the paperwork and no phone calls from him. When reading it 20.87 plus vat was added on for fuel. I then got multiple emails requesting me to sign. He then called me and asked me why I hadn't signed. No mention of when I was getting the car. I asked why £20.87 of fuel was added on. No reason given. He said he will take it off. Even though he has offered me a free half a tank of fuel. Then on the paperwork the monthly amount was £201. I told him I didn't want to proceed with sale and I wanted refunded the £250. He told me that was no problem. He then spoke with my partner and told him he would give the refund. He then told him he wouldn't give the refund then I emailed complaints and I was called by Niamh who said she would send the refund. Refund requested ten days ago. Nothing was what was agreed in the office. Partner was there as proof. Paperwork screen shot as proof. No reply from complaints. Rang them again and they said it was an internal matter so hadn't been made into formal complaint. Emailed them again to confirm everything I needed ie refund and remove my contact details. Still no refund. Still getting this email. Got a phone call from another sales rep asking did I get sorted and I said no and then asking me am I still looking for a car. I said can he organise refund and he didn't want to know. Not happy. Not resolved. Will be taking further and making people aware of this as it's awful what's happened.

Trade in values significantly below other dealers and very high APR compared to other dealers

I was overseas when i enquired. As soon as I returned i sent an email asking if the vehicle was still available. I didn't even get the courtesy of a reply from the salesperson who had sent me a personal video of a Porsche boxster S. Poor customer service.