Dear Sir/Madam,I am writing to formally raise a complaint regarding the handling of my vehicle by your Belfast branch of Charles Hurst.Over the past two months, I have experienced repeated delays, poor communication, and an overall level of service that falls significantly below what I would expect from a reputable organisation such as Charles Hurst.I have bought the car from Newtownards used direct. OXZ2131 is the registration of the vehicle. My vehicle has been in your workshop for an extended period, during which time I have received multiple revised timelines that were not met. Despite assurances that repairs had been completed, issues have continued to persist, most recently with an SOS fault reoccurring even during delivery. This raises serious concerns about the quality of inspection and repair processes carried out.Throughout this process, I have been in contact primarily with Philip Clarke, who, while responsive at times, has not been able to provide consistent updates or follow through on commitments made. I have also been awaiting contact from the Service Manager, which has still not been arranged despite repeated requests. This lack of escalation support is unacceptable.Additionally, I have had interactions with another staff member, Mike, which I did not find helpful in resolving my concerns. The previous courtesy car has been sent to me without cleaning and refuses to sort it.There are several outstanding issues which remain unclear:1. I have not received a clear service history or documentation outlining the work carried out on my vehicle.2. There has been a lack of transparency regarding the exact fault diagnosis and the parts replaced.3. A visible scrape was present on the vehicle when it was returned, which raises further concerns about handling and inspection standards.4. I have not received clear communication regarding vehicle cleaning or any associated costs.Furthermore, I have had to repeatedly follow up for basic updates, and at times my emails have not been responded to. I have also had to manage uncertainty around courtesy car arrangements, fuel expectations, and delivery timings, which has caused unnecessary inconvenience. Previously a courtesy car has been collected from me without any prior notice. Sales team has told me they informed Philip on a Saturday and Philip gave me a call on Tuesday but didn’t gave a date for the return of the courtesy car, but next morning called me and said they need the car on the same day.I would also like to highlight that I do not appreciate unannounced visits to my home for vehicle delivery. I expect clear prior communication to arrange a suitable time.Given the above, I am extremely dissatisfied with the service I have received. This experience has been both frustrating and time-consuming, and it does not reflect the standards I would expect from a company of your reputation.I would request the following:• A full explanation of the fault, repairs carried out, and parts replaced• Confirmation that the vehicle has been fully tested and is safe for use• A copy of the complete service history related to this repair• Assurance that all outstanding issues have been resolved• A formal response addressing the concerns raised in this complaintIf this matter is not resolved satisfactorily, I will have no option but to take this further through the appropriate external channels.I look forward to your prompt response.Kind regards,Johil Jojo

To whom it may concern,I wish to make a compliant regarding a car we purchased from Charles hurst Boucher road - purchase 30th December received the car 24th December. The car in question is a ford kuga pgz 4875Firstly I’ll start with the length of time the car had been sitting from September and we bought the card end of December and it took until 24th January to get the car after a lot of chasing and phone calls. When we received the car we noticed marks on the windscreen which we initially thought was dirt but after trying cleaning, clay bar etc the marks did not come off and we had to contact our sales man Jake regarding this. Good enough they agreed to replace it however we mentioned the wipers were not working properly at this time. We left the Car and a new windscreen was fitted however the wipers were not right and once again it scratched the windscreen. So we ourselves had to replace the windscreen two weeks after Charles hurst replaced it. When getting it fitted the engineer showed us that there was broken seals which had more than likely taken place by whomever changed the windscreen at Charles hurst. They did not report this to us at the time of collecting our car.We also took extended warranty at a cost of £679 via RAC when looking through all these documents we should have received a completed check list from Charles hurst which we have not and still not received two months later. I have also contacted RAC about this also to make them aware. (Regarding the so called checks this will be discussed more further down my email). If they were to send us this now I believe it would not be true to the condition of the car when sold to us. Our car was not checked.Now to more serious issues. I made an appointment with our mechanics (made in feb) but service taking place Saturday 21st march. During this the mechanic completed a full service and with 37,000 miles on the clock was able to tell us that the original fuel filter was still in the car and never changed. I also mentioned on leaving in the car about a squeak in back right rear of the car which started days after getting the car. During inspection he said the car was unsafe and it needed 6 new rear arms with fittings etc. He explained to me that the condition was not done in a few days or weeks of us getting the car but the car was sold to us in that condition. However as mentioned above about the rac checks it states in section 5 point 2 check front and rear suspension condition. Obviously this was not checked, documented or if they knew they sold a car with a dangerous defect. So we’ve now paid £600.00 for a service and getting the rear arms replaced. As a car with low mileage the mechanic said we should not have had to replace these.The car was also meant to have been treated with guarded however we believe it wasn’t as the state of the car is absolutely disgusting. They were meant to buff out scratches which was not done and the state of of our car now we are going to have to spend hundreds of pounds to fix the state of the car with areas like the back passenger door having like a haze which was not like this when we first seen the car. The car looks a mess when the sun shines on it.So with paying extra £670 for warranty where a car had not been checked, replacing a windscreen after it not being fixed properly at a cost of £100 through insurance and now £600 for repairs to suspension where they were meant to have checked but obviously didn’t.Also before we collected the car it was mot’d - we would love to know how it passed it due to the scratches on windscreen and wipers not working but also the issues with the back of the car. It now makes us worried what is next and at what cost to us.Would we recommend Charles hurst to anyone. No way! From start to now we feel we have made a mistake which is sad when we put so much hard earned money into this.I hope you take my concerns on board and make amends going forward. I'm extremely angry about this and would appreciate communication via email or mail onlyMany thanksJonathan Lynn4 rose court, laurelvale, tandragee, Co Armagh bt 62 2fh]

Great response time to my initial online enquiry however we visited your Boucher road used direct facility on Saturday 14th March and found it extremely frustrating that the prices/details of each car for sale were not clearly marked on the car. Instead having to scan a qr code in each window. I appreciate the attempt to be more environmentally friendly but to be honest it felt like too much hassle to have to get our phones out and start scanning all the cars we liked to see if they were even within our budget. We walked around for 10mins looking through some of the car windows as they were all locked, were not approached by any staff and so we left.Personally I think that not at least having the prices of the cars clearly visible is a big mistake. Chalk pen to write the price on the windows would have done the job and still would save on paper.

Gary was absolutely excellent and warm. He made sure that we had the right car for my daughter and not just any car. Well done Gary

James Beattie was fantastic to deal with.

I bought a car and was assured that it was run through a health check. Only had the car four days it broke down and has been taken off me now for three weeks. I have no update or contact I am constantly having to chase it and been told still nothing has been done. Absolute disgrace of a service and the car was definetely sold to me under false circumstances as so much work needed repaired

Hi all,I had a pleasant experience, the team was very friendly and here to help, I was dealing with James throughout the purchase, he is a good and pleasant salesman, I don't really have any complaints.

I would like to make a formal complaint I was promised my car would be fully valeted to which I received a car that was disgustingly dirty to which a 3 year old pointed out the dirt. I made a complaint to the sales person and was promised this would be re-done. I took pictures prior to the car being taken back in and again the car shows no difference and the dirt of the car is again disgusting. I paid £11k for this car and was promised a full valet and promised the scrapes of the car would be covered and if not I would be given paint to take home. I was even promised a full tank of petrol for the trouble caused and yet again this promise was not fulfilled. I am so upset because this has been my first experience of purchasing a car and the whole experience with the dealership has been nothing but awful. I have tried to reach out to the salesperson who again says a valet was done yet I have pictures of before and after with no difference. I would like a call back as soon as possible from a manager.

I send an email to feedback@charleshurstgroup.co.uk on the 11th of March, received no reply. This is the original email...Dear Sir/Madam,It is with great regret that I feel I have to raise a formal complaint due to the appalling service I have received from Charles Hurst over recent months.I purchased an Audi A3 - AK70 AVF - in November 2025 from your Used Direct showroom, collecting it on 28th November. When I got the car home and I noticed that the rear window washer was not dispensing water and when I inspected it the rear wiper fell off. I understand that with a second hand car it will never be perfect but I would have expected that basic functionality would be checked before a customer purchases a vehicle.I contacted Mark McKee, who I had been my contact during the purchasing process. Mark arranged for the car to be booked in for repair on 5th December. During the period I was waiting for the car to be repaired I noticed the middle rear seat belt was frayed and had bite marks on the buckle. I pointed this out to the person who took the car off me on the 5th December and this person took photographs and was able to inform me that this had been noted and could not understand why it had not been repaired. To me it sounded like it had been noted and not repaired to save money in the hope that any new owner would not notice until after the 6 month warranty had expired.I was told that the parts would be ordered and I would be contacted when they arrive to arrange for the car to be booked in again. I received no communication and emailed Mark for an update, on 10th December, to which I received no reply. After several more phone calls where I was told someone would be in contact and again received none. By this point it was almost Christmas so I decided to wait until after the holiday period. I made a further phone call and I was informed that Mark McKee had left and was directed to Seat, where I was dealing with Philip.Philip sourced the part and my car was booked in for the 5th February 2026 (almost 2 months since this saga began!). I had to work that day so arranged for my father to take the car to your workshop and my mother to follow in their car, forcing both my parents to go out of their way. My father was told that someone would be in touch when the car was ready. He received no contact (seems to be a theme with Charles Hurst) my father rang only to he told the repair was not carried out as the wrong part had been ordered. He collected the car and I again contacted Philip when I got home from work.Philip again arranged for my car to be booked in for 25th February. I pointed out that I start work early each day and cannot keep asking my parents to go out of their way to leave the car to Charles Hurst. Philip agreed that I could have a courtesy car saying it would be ‘one of ours’ and that the car could be collected on the evening of the 24th February so that I had it to get to work.Unfortunately we had a family bereavement and the funeral was taking place on 24th February, I contacted Philip and explained the situation. He kindly agreed to allow me to collect the courtesy car early on the morning of 24th February as I had the funeral and needed a car to transport family members. I arrived on morning of the 24th February only to be told that the courtesy car was not ready! I was extremely emotional that day due to the funeral and had to leave the premises. I could not believe that yet again Charles Hurst had failed and proved appalling customer service. Why wasn't I contacted in advance if Charles Hurst knew no courtesy car was available to save me a trip?To date no representative from Charles Hurst has been in contact to apologise or arrange another date for my car to be fixed correctly and permanently.The whole situation has been a shambles from beginning to end, to the point that the level of service I have received is borderline farcical. It appears that Charles Hurst is happy to try to turn vehicles over quickly without proper inspections putting a quick pound over good service!Clearly telephone communication has not worked so I felt I had no option other than to move to written communication in the hope that someone will take the matter seriously and resolve my ongoing issue. I look forward to receiving your response, hopefully it does not say ‘someone will get back to me’.RegardsBarry

The initial contact and follow ups with Shannon were brilliant. Everything was clear and concise. Shannon was more than reasonable with getting some cosmetic work completed on the car and delivered on all that she promised.Shannon's sales and after care were 5 star, which is why it pains me to give the overall rating a 3.The valet department really let the sales department down during my experience. When I called to pick up the car , it wasn't ready and I asked for it to be sent back to be hoovered and seats recleaned twice before I left the show room happy. It felt like a very rushed job and didn't have the feel of a car that was up to the same standard of the cars in the actual show room, despite being a 2022 model.