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.

I'm still waiting on my refund does not include my deposit of which I only had the car on 14th to 16th Feb brought car back were they took it in to fix, I got the car back on the 21st and brought it back on the 23rd as car was still not right and asked for a refund which is still not transferred to my bank account. During all this I haven't received one call in relation to this I think I have been badly treated over this

Dear Sir/Madam,I am writing to raise a formal complaint regarding my recent vehicle purchase and the issues I have experienced with your dealership.I travelled approximately 450 km to collect the vehicle, only to find it in a condition far below what would reasonably be expected from a dealer sale. The issues identified at the time of collection included:* The vehicle had not been valeted and was in a poor state of cleanliness* Visible fungus/algae on the seat belts* Missing door mats* Missing wheel arch studs* Broken boot closing handle* Water ingress in the rear boot areaIn addition to the above, I was required to wait over three hours at the dealership while these issues were being discussed before I could proceed with the collection.Following this, a partial refund was processed. However, this appears to have only covered the valeting issue and the time spent waiting, and the remaining defects have not been resolved or addressed.Furthermore, the V5C Registration Document was not available at the time of collection**, and despite being advised it would be posted, it has still not been received more than 14 days after full payment. This has already forced me to cancel a VRT appointment and has resulted in additional inconvenience and cost, including higher insurance and the risk of further VRT cancellation fees.I have also attempted to follow up via email but have not received a response.Overall, this has resulted in a highly unsatisfactory experience, both in terms of vehicle condition and post-sale support.I would request:* Immediate confirmation of the status and dispatch of the V5C* and alternate transportaing arrangment until I can get the car VRTedI look forward to your prompt response.Yours sincerely,Emil

customer has requested for communication to be over email.Good AfternoonPlease see below a non regulated complaint received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.uk-----Original Message-----From: Stacey FranceySent: 18 March 2026 12:38To: F and I Complaints; Feedback - CharleshurstSubject: Formal Complaint: Mis-sold Warranty – Request for Cancellation and RefundExternal Sender: Confirm legitimacy before acting.Dear Sir/Madam,I am writing to formally raise a complaint regarding a vehicle warranty I purchased from Charles Hurst, which I believe was mis-sold to me.At the time of purchase, I was informed that the warranty would run for a period of 24 months. However, I have since discovered that I am committed to payments for four years. This was not explained to me at the point of sale, and I was not made aware that the agreement would be of such duration or that it would be non-cancellable.I consider this to be a misrepresentation of the product, as the information provided to me was inaccurate and misleading. Had I been given clear and transparent details about the length and terms of the agreement, I would not have proceeded with the purchase.Due to a change in my financial circumstances, I now need to trade in my vehicle. It is unreasonable for me to continue making payments for a warranty on a car that I will no longer own or use.In light of the above, I formally request:- Immediate cancellation of the warranty agreement- A full or pro-rata refund of all payments madeI would appreciate written confirmation that this matter is being addressed and details of the refund process. Please treat this complaint with urgency and respond within 14 days of the date of this letter.If this issue is not resolved satisfactorily, I will have no option but to escalate the complaint to the relevant regulatory bodies.Yours faithfully,Stacey Francey25 innis avenue, BT379es07903535191from my iPhone

20.02 bought van cash. The key fob wont lock the doors so the cuust is unable to use the van. Told the key fob just needed charging, the key fob is faulty. Had a diag carried out and it is faulty fob, they were going to order the fob. Anthony Murray said they would cover the cost of any labour and parts, Cust had to have confirmation that the cost would be covered. Anthony still hasn't confirmed that the cost would be covered. The level of service is shocking.