Hi teamPlease can the below complaint be logged on Rep.com (unless there is a case already).Once done please can you send me the ticket number so I can pick up with Jeff and the dealership 😊Thank you!Kind regardsIsabellaIsabella MiottiRegulatory Complaints ManagerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GUT: 0161 291 0043 M: 07812421313lookers.co.ukFrom: Isabella MiottiSent: 16 March 2026 13:37To: Oona CassidyCc: Nikki SimmsSubject: RE: Purchase of Volvo XC40 from Charles Hurst Used Direct, BelfastHi OonaI’ll ask the CCC team to log on Rep.com (if not already) and reach out to Jeff and the HoB to confirm their next steps.Thank you for sending over! 😊Kind regardsIsabellaIsabella MiottiRegulatory Complaints ManagerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GUT: 0161 291 0043 M: 07812421313lookers.co.ukFrom: Oona CassidySent: 13 March 2026 10:37To: Isabella MiottiCc: Nikki SimmsSubject: FW: Purchase of Volvo XC40 from Charles Hurst Used Direct, BelfastHi IsabellaForwarding this to you for awareness/tracking.I am not intending on responding and assuming Jeff or one of his team will pick up.OonaOona CassidyGeneral CounselHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GUT: 0161 291 0043 M: 07973973283lookers.co.ukFrom: DeborahSent: 12 March 2026 22:37To: Oona CassidySubject: Purchase of Volvo XC40 from Charles Hurst Used Direct, BelfastExternal Sender: Confirm legitimacy before acting.Hello OonaI’m hoping you can help me regarding the attached email I sent to Jeff McCartney yesterday as I’ve had no response or acknowledgement from him.Perhaps you can bring this to the attention of a member/members at director level only please as I don’t intend to submit a complaint through your complaints procedure.Your help would be much appreciated.Kind regardsDeborah McConnell---------- Forwarded message ---------From: DeborahDate: Wed, 11 Mar 2026 at 12:20Subject: Purchase of Volvo XC40To:Hi JeffI’m hoping you can help me in relation to the recent purchase of my Volvo XC 40 XRZ3370 from yourselves in Boucher Road, Belfast at the end of January.My initial contact and purchase agreement was through salesman James Beattie after I traded in my Mini Countryman plug-in hybrid. I left feeling pretty satisfied I had bagged myself a lovely new car and negotiated a reasonably good deal.Several points were raised before the point of sale which were agreed by James and were to be sorted before handover.These included:Inclusion of MatsTank of fuelTwo scrapes polished out - on petrol cap and rear drivers doorRear bumper scrape - to be repairedFull valet and to include removal of the musty smell in the carJames organised another member of staff to bring the V5C to my home but it took him five days to do this and he then went to a previous address despite me giving him a new address as an update so in hindsight it would have made more sense to have attended to these things before delivery.Unfortunately this is where the good service came to an end.Upon collection the vehicle had been smoke bombed but not valeted and the interior was extremely dirty.No mats provided.No fuel reimbursement despite being assured the paperwork including my receipt for £60 had gone to your accounts department.No scrapes attended to.Service book not updated - it has since been left with James two weeks ago and I’ve heard nothing since.The repair of the larger scrape on the rear passenger bumper has since been repaired but upon collection (27th February) another dent in the drivers door was identified as the keys were being handed over at the car. I took the car home that day but was assured a dent man would be in touch with me on the following Monday.James also mentioned Charles Hurst would provide a complimentary service when needed by way of an apology regarding the situation.On top of all this, I inadvertently left an expensive pair of sunglasses in the car when I traded it in and despite four texts and two phone calls to James I ended up emailing Darren McGregor, James’s supervisor, regarding this. As I was over that direction on Friday 27th February I collected the car myself as I felt I would never see my sunglasses again and ended up going to James’s home to pick them up. He has been full of good intentions and is a very likeable young man but unfortunately doesn’t appear to deliver.From that date onwards I hadn’t heard from anyone in relation to the issues raised.At the end of that week I phoned Darren McGregor who promised:1: a dent-man would be in touch with me immediately2: Charles Hurst in Dundonald would polish out the two scrapes that had never been attended to3: he would follow up on my fuel repayment4: he would follow up on the service book update - I’d left the book with James5: he would follow up on the promise of a complimentary service - I have nothing in email/voucher etc to present at a later dateAll in all, here I am today, 11th March, sitting with a car that needs some issues attended to despite two of your team promising me they would sort everything out. They have completely taken the enjoyment out of buying a new car so much so that I’m thinking of returning the car. I can’t look at or even enjoy driving it so it has been sitting in my drive ever since. Such an unhappy situation which should have been a seamless pleasant experience but has now been dragging on since 26th January. Appalling is an understatement and I shall no longer bring business to Charles Hurst.Can we make arrangements please to have the car returned and my trade in given back then I can finally put an end to this ongoing situation. I’m sure you’ll agree this was a most unpleasant experience.Kind regardsDeborah McConnell

My experience was very terrible, worst customer experience I have ever received. Was going to purchase a car from Used Direct but when I looked at the finance packages from Charles Hurst and my bank, my bank was offering me a better package. Told the sales guy going with my bank and all he wanted was for me to take Charles Hurst finance package. He tried to get me a better deal but couldn't. I told him that I was going through my bank. Once I told him that he ghosted me. Wouldn't reply to my emails or phone calls. My husband went down to see what was going on and the sales guy came across very arrogant and not very helpful. Said he was waiting for me to contact him, i had emailed him at 11.50am and phoned at 2pm and 3pm. Think he was shocked when my husband said sure you havent replied to her email or 2 phone calls. Next day took 3 phone calls for the manager of Used Direct to phone me back as i wanted to discuss my issues with him. Didn't get any further with him. All I can say that I felt your sales guy pushing Charles Hurst finance packages onto me and no matter how many times I said no he still tried to get me to take on the finance package. Maybe he was thinking of the commission instead of actually doing his job and selling me the best car for me with the best package.When i went to test drive the car he couldn't find the car, had to go looking for it and the car wasn't even clean. I found the sales guy and manager very unprofessional, didnt return calls or emails in a timely fashion and also lied saying they were waiting for me to get back to him when i had emailed and phoned twice. Luckily i went to Agnews the next day and bought a car. The customer service i received from Agnews from my 1st enquiry is world's apart from what i received at Charles Hurst. Would definitely recommend you go to Agnews to see what good customer serivce is about, they could definitely teach you thing or 2. Would not and never recommend anyone to buy a paper bag from Charles Hurst

I enquired about a 2021 Volkswagen Golf R and asked several questions regarding the vehicle, particularly about the service history.Unfortunately my question about the service history was avoided a number of times. When I asked directly, the response was often redirected towards arranging a viewing or test drive rather than answering the question itself. I asked multiple times before eventually receiving a clear answer.I was also sent two videos of the car, however they were simply silent walk-around videos and none of the questions I had asked in my enquiry were addressed in the videos.There was also quite a strong push to place a £250 deposit to reserve the car before I had viewed it in person or had my questions properly answered.During a phone conversation I also noticed that the engagement increased significantly once I mentioned that I may be looking at financing the vehicle. The only time I was asked questions.The car was later described as having “full service history”, however the information initially provided suggested it had only been serviced at 9,000 miles by Volkswagen and then recently by the dealership. The lack of clear information around this made the communication feel inconsistent.Overall the experience felt quite transactional rather than helpful, and the lack of clear and transparent answers to basic questions ultimately put me off pursuing the car any further.

I am writing to register a complaint in regard to the aftercare services I have received from the Charles Hurst group.On Monday 29th December 2025 I purchased a car from the Used Direct division of your company. The vehicle a 2022 Ford Focus, Registration MD22 TXS. Mileage at purchase was 24,838.Eight days later on Tuesday 6th January 2026 the vehicles engine management light appeared on the dashboard. Mileage at first appearance of fault 25,098.On Wednesday 7th January 2026 I reported the light to Used Direct who advised me to contact the service center in the Kia division as they dealt with issues relating to Fords, which I did.The car was seen for diagnostics on Tuesday 13th January 2026. At this point I was advised that the issue was in the DPF system. The person who was dealing with the case advised that they needed to consult management as to whether they would sign off on this repair and they would be in touch with me within a week. I heard nothing from them until I called again on Thursday 29th January 2026 at which point I was advised that they wanted the car down to strip and take pictures of the effected part.The car was left down for pictures to be taken on Thursday 12th February 2026 and again assurances provided that once the warranty company came back with a decision, that they would be in touch with me and this should only take a couple of days. Again, I heard nothing until I called on Monday 23rd February 2026, at which point I was advised that more photos were required. This call was made as the app connected to cars computer sent a notification that a fault had been detected in the engine of the vehicle, and I was calling to report that. A booking was made for today Wednesday 11th March 2026.Upon arrival at the service center this morning I was advised that they need to keep my car for a few days. This was not communicated with me, and I have now had a further delay in getting this resolved as the next slot which they could book my car in was Monday 30th March. I have been very patient with the process to date, and I know that people are just doing their jobs. But this is starting to become a major inconvenience and financial burden on me, especially given the rising cost of fuel to be driving down to the Belfast from Lurgan for a wasted journey is extremely frustrating. In addition to the frustration I have experienced around the cost of travelling constantly to have diagnostics completed, the lack of communication and me having to chase is extremely annoying. I work full-time in a highly demanding job and have a young family; to be frank I don’t have time to be chasing up your staff to get the service I am entitled to and I expect that a reputable company such as Charles Hurst provide a better standard of service.Under the Consumer Rights Act 2015, the car should be of a satisfactory quality, fit for purpose, and as described. My I believe that due to the lack of use on my part from the date of purchase to the first fault developing that my rights have been breached because the car you sold me is faulty/doesn’t match the description. I would like you to put this right by repairing the car at no further cost to myself and I feel it would only be appropriate that I am provided with a courtesy throughout the duration of repair, so that I can go about my day unhindered. Should the matter continue, I will have no other option than to exercise my rights and seek a refund for the vehicle.

I purchased a Peugeot 2008 2022 on 9.2.26, no manual or service record was with the car. Saleman assured me it would be sent to me. 3 phonecalls & am still being told the same thing. I am starting to feel like I am being fobbed off. I have also texted the salesman who assured me on the 12th February that I should receive the following day. My messages sent to him since then have not been replied to. I think I have given ample time for this to be sorted.

Gary at charles hurst was extremely kind friendly and helpful. Excellent customer service. Thank you Gary

I am writing to raise a formal complaint regarding a vehicle I recently purchased from your dealership, primarily due to a serious clutch fault that remains present despite written assurances that the issue had been resolved and the vehicle was fault-free at handover.Prior to collection, I was informed in writing that clutch concerns had been identified and addressed and that the vehicle would not be supplied with unresolved faults. However, since taking delivery, I have identified a clicking noise from the clutch when pressing and releasing the pedal. This directly contradicts the assurances provided before handover. The vehicle has therefore not been supplied in the condition promised or reasonably expected.In addition to the clutch fault, there have been several further issues with the vehicle and the handling of the sale:• We were advised that paintwork issues would be rectified prior to collection. On arranging collection, this work had not been completed and we refused to proceed with handover until it was addressed. This experience has contributed to our concern that assurances were repeatedly given to progress the sale without agreed works being completed.• A broken passenger seat tray panel requiring repair or replacement (photography on seller images clearly show this broken part sitting in boot before sale)• A spare key that was agreed but has not yet been providedDespite being advised that these matters would be arranged, I have experienced delays and a lack of communication, requiring repeated follow-up.I was also recently informed that the key supplier had been contacted again to progress the spare key. However, I have since spoken directly with the key company and was advised they have received no messages or instructions from the dealership regarding a key being cut. This has added to my concern that the matter is not being actively managed.I have made every effort to cooperate in resolving these matters. However:- I was provided with a service contact number that does not connect- I have been asked to coordinate repair arrangements myself- I have not been given clear timelines or ownership of the resolution processAs the supplying dealer, responsibility for rectifying faults should not rest with the customer.Under the Consumer Rights Act 2015, vehicles supplied by a dealer must be of satisfactory quality, fit for purpose, and as described. Given the unresolved clutch fault and additional issues arising shortly after purchase, I am within my statutory rights to request repair, replacement, or to exercise my short-term right to reject the vehicle for a refund.I would prefer to resolve this matter promptly and amicably.Please treat this as a formal complaint. I request acknowledgement of this email and confirmation of the steps that will now be taken to resolve the matter without further delay.

We have tried to retrieve our private reg from our car we traded in and there has been no response from the person that sold our car. It has now been 2 months and have heard nothing. Our friend who works in the company has also tried to get it back for us and even he can’t get through to him.

I was pressured into buying the car before the month end deadline. Everything felt rushed. Even though I told the salesperson I would not have the funds until the following week.

Sales advisor aren't helpful after the sales.