I am writing regarding my 2019 Mercedes A class registration [CL03 RXO] purchased on Hire Purchase through Black Horse on 2 July 2024.As you are all aware, the vehicle has developed serious faults, including oil pressure and DPF sensor issues, and has been declared unsafe to drive by AEC Motors. The RAC warranty claim has since been declined, and the car has now been off the road for a considerable period.I have made multiple calls and sent several emails to both parties over recent weeks, essentially begging for an update or a clear timeline for repairs, but I have received no meaningful response. I have been left completely without transport through no fault of my own, despite doing everything possible to get this resolved cooperatively.At this stage, I expect the supplying dealer, Lookers (Charles Hurst), to take responsibility for ensuring that the vehicle is repaired promptly and effectively at no cost to me. AEC Motors have already carried out the diagnostic work and confirmed the extent of the faults.Please note that if repairs cannot be carried out promptly and effectively, I will exercise my right under the Consumer Rights Act 2015 to reject the vehicle and request a refund of the sums paid, with a reasonable deduction for usage.I ask that you both confirm in writing within 14 days how you intend to proceed so that this matter can be resolved without further delay.

I completed an inquiry form and received a call back, I was advised that the car I had enquired about did not have the spec I was looking for but was advised I would be sent a video ‘anyway’ no video was sent or any call back

Final Opportunity to Resolve – Unrepaired 4WD Fault (Audi Q5 Reg ML20KHX)RAC Warranty Agreement: CH1096329 | PCP Finance Agreement: 000034034052Dear Service Manager,I am writing to raise a formal complaint regarding my Audi Q5 Black Edition (Reg ML20KHX, VIN WAUZZZFY4L049481), which has an unresolved four-wheel-drive (4WD) system fault that has been ongoing since 2024. The vehicle is currently unsafe to drive.This issue has been repeatedly reported during my warranty period yet remains unresolved. The timeline below outlines the sequence of events:• 31 October 2024 – My local mechanic first identified a 4WD system fault, which I reported to Charles Hurst by email on 9th November 2024. No response was received.• 15 November 2024 – After phoning your service department, I was advised to resend my email to Ross, which I did. I later received a response stating ‘multiple faults stored’ and that the car would need to remain for diagnosis. However, on 20 November I was informed ‘no faults present / driving as it should be’ and the car was returned unrepaired.• 3 February 2025 – I again reported the same 4WD fault via email. No response was received.• 14 March 2025 – I chased this up by email and received a reply several days later, by which time the warning light had gone off again. This pattern – fault light appearing and disappearing – has been consistent since my initial report in 2024.• 9 September 2025 – I reported the issue again. No response was received.• 15 September 2025- After another email which was not replied to, I then made repeated phone calls. I was told someone would phone be back, they never did. After several more phone calls were made, I was eventually offered a diagnostic appointment. However, as the vehicle was unsafe to drive to Belfast, I took it to my local independent mechanic for safety reasons.• 16 September 2025 – The mechanic confirmed water ingress in the rear left differential, which had caused corrosion to the electrical components and was directly responsible for the ongoing 4WD fault. He advised that this issue was not new and likely developing for several years.When I informed your team of these findings, I was told I would be charged for diagnostics and any repairs because my RAC warranty expired on 23 August 2025 – just two weeks prior from my last reporting. This is unacceptable given that the same fault was first reported, investigated, and never repaired during the warranty period.Under the Consumer Rights Act 2015, repairs must be carried out with reasonable care and skill, at no cost to the consumer, and within a reasonable timeframe. The failed diagnosis and continued delay in addressing this known issue mean those obligations have not been met.I am therefore requesting that Charles Hurst:1) Recovers the vehicle to your workshop at no cost to me (as it is unsafe to drive),2) Provides a courtesy car during the investigation and repair, and3) Completes all necessary diagnostic and repair work at no cost to me.On 16 September 2025, after being told, I would need to pay for diagnostics and repairs, I requested that my complaint be escalated. I was refused the contact details of any manager or complaints handler and was told someone would contact me, again I have received no response. This lack of accountability and poor communication is consistent with the standard of service I have experienced since purchasing the vehicle.Please treat this as a final opportunity to resolve the matter amicably. If I do not receive a written response within 14 days from the date of this letter, I will proceed to escalate the matter to the Motor Ombudsman, Trading Standards, and the Financial Ombudsman Service. Copies of this letter and supporting evidence have also been provided to Redline Finance, who are jointly liable under the Consumer Rights Act 2015.I would appreciate all future correspondence regarding this matter to be in writing. Please contact me by email at asilinn89@gmail.com.

I am writing to formally complain about a vehicle I purchased from your dealership, Charles Hurst Belfast , in July 2021 for the sum of £26,000.I am writing to formally complain about a vehicle I purchased from your dealership, Charles Hurst Belfast [ Lookers - Charles Hurst Limited FRN: 404120], in July 2021 [Enquiry No: 6059741] for the sum of £26,000. I also have a service plan with your dealership, which I believe further demonstrates my commitment to properly maintaining this vehicle.I have faced recurring issues with the Diesel Particulate Filter (DPF) on this vehicle. The first instance of a DPF problem occurred shortly after my purchase. On 30-Sep-2021, I paid an additional £1,600 for the replacement of the DPF and its sensors.The most recent and severe issue arose in November 2023 when the car broke down. After a diagnosis by your service department in February 2024, I was informed that the DPF was once again the source of the problem, leading to a catastrophic failure of multiple components. The diagnosis report stated that to rectify the problem, you would need to replace the turbo, diesel particulate filter, catalytic converter, EGR cooler filter, charge air cooler pump, and an oil and filter change. The total cost for the labour and parts of this repair was quoted at £8151.02.My understanding, supported by a recent legal claim against Jaguar Land Rover, is that defective DPFs can lead to precisely this kind of engine and turbo failure. The law firm Leigh Day is representing thousands of claimants in a High Court claim against Jaguar Land Rover, alleging that their vehicles' DPF systems are defective, causing issues like power loss and engine damage. This aligns with the repeated problems I have experienced with my vehicle.As the car was sold as an Approved Used Vehicle, and given my adherence to a service plan, I believe it should have been of satisfactory quality, durable, and fit for purpose, as per the Consumer Rights Act. The recurring and escalating nature of the DPF issue, culminating in a complete engine failure and a repair quote of over £8,000, demonstrates that the vehicle was not fit for this purpose.Given the significant cost I have already incurred (£1,600) and the severe nature of the current engine failure, I am requesting that you take full responsibility for the repair or replacement of the vehicle, as well as providing compensation for the repair costs I have already paid and any additional inconvenience caused.I look forward to your prompt response and a resolution to this matter. I expect to hear from you within 14 days.Regards

Dear Sir/Madam,I am writing to lodge a formal complaint regarding the vehicle I purchased from your dealership on 18/08/2025 — a Peugeot 308 1.6 BlueHDi 120 GT Line, Reg. KJ15CJE.In just three weeks of ownership, this vehicle has suffered repeated, serious issues:• Engine management light permanently illuminated.• A major AdBlue emissions fault, now counting down to the vehicle becoming unusable.• A steering rod replacement already required.• I have had to return the vehicle to your garage twice, with a third visit scheduled, and yet the problems remain unresolved.• Most concerning of all, your own mechanic admitted to me during my first return visit that this vehicle should never have been sold to me in the state it was in.On top of this, I find it completely unacceptable that the salesman who sold me the car, Chris Gordon, has been entirely unreachable despite numerous attempts to contact him on different days. This is not the standard of customer service I would expect from Charles Hurst and has added to my frustration and loss of confidence in your dealership.This is completely unacceptable. The car you sold me is not of satisfactory quality and has caused me significant inconvenience, stress, wasted time, and financial loss. I have already been forced to spend both time and money arranging alternative transport and lifts to my workplace and university, something that should never have been necessarily had the vehicle been fit for purpose. Adding to this, I have repeatedly been denied a courtesy car, leaving me without reliable transport while your dealership attempts repairs.I therefore expect:1. That my vehicle be taken in and retained by you until all necessary repairs have been completed in full and the car is proven roadworthy and reliable.2. That I am provided with a courtesy car immediately and for the entire duration of the repairs.As per policy I expect written confirmation of your arrangements within 2 days of this email.This situation has already been unacceptable; I now expect it to be rectified promptly, fairly, and without further inconvenience to me.

I made my enquiry via autotrader. I specifically requested contact via email. Nope ! That didn’t happen and so the phone calls started !! During meetings.Finally got hold of them on the phone and it was the typical ‘mate’ type chat ! And finally asked for serving Info and was sent information that was incorrect. Rushed, unprofessional and far from ideal.

On site and agreed a price with the manager . 2 hours later I was phoned by the sales person who was feeling bad and explained they can't do the deal and I would need to pay another £125. Really couldn't believe i had shook hands on a deal and they back peddled. Next day I took a heart attack and ended up in hospital. The stress of this transaction certainly didn't help.A few days later charles hurst discounted all cars by £500 and they sold the car to another buyer . Madness that this deal which i agreed was thrown out and charles hurst ended up accepting even less money from another buyer. Manger hadn't even the courtesy to call me .

Repeatedly promised to provide details of a car that was advertised repeatedly failed to do so. Have up

PLEASE SEE INFO FOLDER IN REP AS THE COMPLAINT IS IN PDF AND SAVED THERE FOR YOU.

Sales lies