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

The worst time I have ever had trying to buy a car. The sale is still NOT concluded!!!

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.

customer is complaining about vehicle has ex warranty he paid for 2yrs ago also the customer is saying the vehilce had a noise on vehicle - vehilce was checked over by CH garage the vehilce has a broken coil spring - customer saying this was not the case before he dropped vehilce off.1. the vehicle still needs repair2. was told the ex warr would cover all repairs

To whom it may concern,I purchased a car at charles hurst budget Belfast a week ago. Reg. Wfz6762. After 2 days the engine management light came on the dash, I told the dealership I wanted to return the vehicle as I was worried about this happening so soon. I was told it was a small job, just a sensor and a part would be ordered. The part didn't arrive on the day specified but 2 days later. I was told it wouldn't be long to fix it and to go get a coffee and come back for the car. On returning I was told it wouldn't be fixed until the next day which was a big inconvenience for me as I had to get to my work. On returning home I got a call from them and was told the wrong part was ordered and they would ghave the car for longer. I have now told them to take the car back I no longer want it and have been told they won't take it back and to contact yourselves. Can you please help me sort thus out.Thank youMandy Matthews

Adding wider email address incase Keith is on holiday.Thanks,LisaOn 30 Oct 2025, at 12:21, Lisa Kavanaghwrote:Hi Keith,We are back tomorrow. Can you please advise how we can get this car sorted?Thanks,LisaOn 22 Oct 2025, at 20:40, Lisa Kavanaghwrote:Hi Keith,We’ve been driving the car a fair bit to keep it ticking over. Tuesday night we came out to drive it and it wouldn’t start. We got an auto battery starter to get it moving again & it started fine. Drove it about a bit. This morning I drove it from glenavy to Andersonstown, down to Boucher & up the motorway to glenavy to get it a good run.My husband took it out tonight. Stopped the car for a minute and it wouldn’t start again. I had to bring him the battery power starter again.There is obviously an issue. Can you please advise? Was the battery replaced before sale?Thanks,LisaOn 10 Oct 2025, at 12:24, Keith Martinwrote:Hi LisaNo anytime when your ready,RegardsKeithKeith MartinSales ExecutiveBelfast Vans Direct & Budget Direct62 Boucher Road | Belfast | BT12 6LRT: 028 9038 3533charleshurstgroup.co.uk/vans-directcharleshurstgroup.co.uk/budget-directFrom: Lisa KavanaghSent: 10 October 2025 12:19To: Keith MartinSubject: Re: Your recent enquiry to Usedirect Budget ChoiceExternal Sender: Confirm legitimacy before acting.Thanks. Any time in particular?On 10 Oct 2025, at 12:14, Keith Martinwrote:Hi LisaYour car will be ready for tomorrow morning, thank youKeith MartinSales ExecutiveBelfast Vans Direct & Budget Direct62 Boucher Road | Belfast | BT12 6LRT: 028 9038 3533charleshurstgroup.co.uk/vans-directcharleshurstgroup.co.uk/budget-directFrom: Lisa KavanaghSent: 09 October 2025 23:46To: Keith MartinSubject: Re: Your recent enquiry to Usedirect Budget ChoiceExternal Sender: Confirm legitimacy before acting.Hi Keith,Please find enclosed details of the insurance documents for the Vauxhall.I’ll look forward to hearing when the car might be ready for collection. Saturday morning is also fine,Thanks,Lisa

I would like to make a complaint.I feel I have been pretty much fooled by one of your employees. I was in on Friday and wanted to see a nissan qashqai which was advertised on the website. I was in the wrong section of Charles Hurst and the guy said that car isn't available as it's in the garage getting fixed. I said well what happens if I want to buy it today? He said he will ring them. I said I will call over to the correct section. He was adamant that I take a seat and he would organise for car to be brought over to me. Quite pushy for the sale but I kept my cool.I then went through the options with him and he didn't offer me extras. He went and got the finance quote and came back and said "all these extras are included in the price". He then pulled up the figures and I seen he had included them even though I hadn't asked for them, to the sum of approximately £1700!!! I told him I didn't want them and to remove them. While he was away recalculating the finance, I thought I would check finance on a comparison website as his figures were coming in too dear. I asked was it possible for me to get my own finance and he said if I did get a loan I wouldn't be able to get anymore finance in the future and I asked him to clarify what he meant. He couldn't explain himself. I said to him I believe I can get finance. He just judged me without knowing anything about my financial situation.I then proceeded to explain to him I found finance at £184 per month through Tesco and he asked me to see it. I showed it to him and he said he will try and match it. He came back again and we agreed £185. My partner was there to verify this.I paid £250 deposit and he told me he would ring me on Monday. I unfortunately missed the call. I called back eight minutes later to be told he isn't available and I left a message and requested he call me back. I then later that evening received multiple emails from him for signing yet I still hadn't received the call to find out when I would be getting the car etc etc.I have today went into the documents and viewed them and see £20.83 plus vat has been added on for fuel to the amount. I also see that the finance amount is £201.I also noticed when he was going through the sale that he didn't give me the option of opting in or out of marketing emails and just ticked all the boxes.I went to email him there but I haven't received any personal emails from him to reply to and would rather keep everything in writing at this point as I just feel it's all been a very fly move on his part and poor customer service.I would like to get the £250 refunded and forget about the car as I have lost the little faith I had left with Charles Hurst.Many thanks.Jennifer McKeown07718287807

On the 5th September 2024 I used my debit card to pay £250 to hold a car at Charles Hurst, 62 Boucher Road. When I called to say I wasn't taking the car & would they refund the £250 I was told the money was not refundable.Having bought a car at Charles Hurst 27 Boucher road sept 2025. I was informed that my original £250 should have been refunded.It is now 2 months later. I have send the paperwork Stephen Healey asked. I have now been informed he is on long time sick. I have yet to be contacted by the manager who won't take my calls but promise to call. Last I was told the money would be in my account. But that was 2 weeks ago.I would appreciate if you would help to solve this issue.Kind regardsLorraine

HelloI recently purchased a used (2018 Mazda CX-5) vehicle from Charles Hurst Use Direct in Belfast - full address below. It was a part-exchange deal and I collected the vehicle on 17.9.25. I had asked about the service history of the vehicle and I was subsequently supplied with some service documentation which did not extend beyond 2022. In view of this I decided to take the vehicle to the nearby Mazda franchised dealer - the original supplier of the vehicle when it was new - to ask about it's service history. They confirmed to me that the last known Mazda performed service was indeed in 2022. I then decided to book the car in to that Mazda dealer for the appropriate scheduled service, and this took place on 22.9.25.That service revealed that the vehicle had a broken coil spring in the rear suspension on the passenger side and needed to be replaced immediately (at a cost of £272.04) as it was a safety issue and a guaranteed MOT fail. I asked the service manager to order the replacement spring, and after some research and consideration, contacted him again to ask him to also order a new rear suspension spring for the driver's side. Although this may not have been strictly necessary, my research advised that as with tyres, you should replace both springs if one is faulty. Both new springs were fitted by Mazda one week later 29.9.25.On 23.9.25 I emailed the sales person (Aisling McCrory) from whom I purchased the vehicle to ask if this broken coil spring was covered by the six month warranty that was included in the deal. I have copied my email to her here : ( aislingmccrory@charleshurstgroup.co.uk )Hello AislingAs you know, I took delivery of LGZ8450 on Wednesday 17th last week. The last time the vehicle was serviced by Mazda was in 2022, so I decided to get it serviced by them again yesterday. The service report - please see attached files - reveals that the vehicle has a broken coil spring on the rear suspension on the passenger side, which needs to be replaced. If it is not replaced, it would compromise the safety of the vehicle on the roads, and would certainly be failed at MOT. I have asked Ballyrobert Mazda to order the replacement spring at a fully fitted cost of £272.04. Actually after further consideration I asked them to replace both coil springs in the rear suspension for safety reasons as it is advisable to replace both at the same time if one has a problem.I am contacting you to ask if this broken spring is covered under the six month warranty that came with the vehicle. Please advise by return email at your convenience. I look forward to receiving your email and advice in due course.With thanks in advance.James ReillyNo reply has ever been issued to me - not even to acknowledge receipt of it - although she did verbally inform me that she had forwarded my email to another staff member for action when I visited her again to return the updated V5C from the DVLA following the removal of my personal registration number from the vehicle I part-exchanged.My Mazda now bears that registration number (JV68JLV) which replaced the original registration LGZ8450.I emailed her again on 18.10.25 - again copied here :Hello AislingI emailed you on 23.9.25 in connection with the warranty supplied with LGZ8450. It is now almost four weeks later and I still have not received any response. Please prioritise this and issue a response by return email as soon as possible.With thanks in advance.James ReillyIt is now 27.10.25 and still no reply to either of my emails to Aisling McCrory has been issued. This to my mind is very unprofessional and discourteous and falls well short of the standards that are claimed to exist.I now ask you to investigate this matter on my behalf and please, in due course, respond directly to the points raised. I would also appreciate your opinion on the level of aftersales service I have received and how acceptable you consider this to be. Please also specify what action if any Charles Hurst Use Direct are now willing to undertake. Their full contact details are as follows :Charles Hurst Use Direct Newtownabbey547 Antrim RoadMalluskNewtownabbeyCounty AntrimBT36 4RFTel : 028 9083 9696I look forward to being in receipt of your emailed response. With thanks in advance and kind regards.James Reilly

Lied to by the salesman