I recently purchased a car and with a few weeks, the belly pan came away from under the vehicle then broke off. Spoke with Tony Wilson in sales who arranged for it to replaced straight away. I have had great service from Tony throughout.Drove up today with my children from Downpatrick as I am off work. I left the car for there for over an hour and a half, then collected it.Tony told me they removed what was left and replaced it with a new one. He also said checked the electrics as the wires had been exposed and everything was ok and no damage.Once at home I decided to check it and it hasn’t been replaced. There is absolutely nothing there. Wires are still exposed. No work has been completed as I was told. I would like to know what they done as they had the car for an hour and a half.This is an absolute disgrace. This has wasted most of my day off work and my children’s time. Servicing has either lied to Tony or he has lied to me. I’m and really unhappy with this service. Cutting corners is an understatement here and now, this is a safety issue. I want this resolved as a matter of urgency.

Jake Semple was knowledgeable, presented information clearly and was very patient and friendly.

One person didn't know what the other person was doing waiting 3 days to view a car then got a call to say it was no longer for sale.

HiI am trying to track down the financial details of a car I purchased at your first time buyers centre at Boucher Road, Belfast back in the summer of 2012.I purchased a silver Vauxhall Vectra with the reg MEZ 1498 and would like to find out all credit details to check if I’m eligible to claim on the car finance redress scheme.Please give me a shout with any details Including dates of the agreement, amounts paid and which loan company covered the finance.Many thanksAlan

Very poor customer service and support.

I purchased a jeep compass from Charles hurst used direct on Saturday 21st February. On Saturday 28th March the car flashed up multiple warning messages and went into limp mode. I called Charles hurst and was told to phone the Jeep service dept. The jeep service dept said they cannot look at the car until 20th April. I advised it was unacceptable for me to be left without a car for over 3 weeks. They told me to phone the sales team. I emailed the sales team who told me to go back to the jeep service desk. I paid almost £13k for a vehicle which is defective after one month and no one appears to want to help to rectify this urgently.

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