I am writing to formally raise a complaint regarding my recent experience with Charles Hurst Used Direct.This is now the third vehicle I have purchased from your company that has developed faults, and I am extremely disappointed that this continues to happen. What is more frustrating is the complete lack of support I have received while trying to resolve the issue.For a number of months I have attempted to contact the original showroom regarding the faults with my vehicle, with no meaningful response or solution provided. When I finally did receive a reply, it was blunt and simply advised me to contact another showroom instead.I followed this instruction immediately and reached out to the suggested showroom, yet once again I have heard nothing back. At this point I feel completely ignored as a customer, despite having shown loyalty to your business through multiple purchases.This ongoing situation is unacceptable. I expect a company of your reputation to provide proper aftersales support, particularly when vehicles are sold with faults and customers are actively seeking assistance.I would appreciate this matter being addressed as a priority and would like to be contacted as soon as possible with a clear plan to resolve the issues with my vehicle.If I do not receive a response shortly, I will have no choice but to escalate this complaint further.

Hi,I recently purchased my car on the 13th January and been having issues with the car. The 1st issue was fixed now there is issues with the tyre sensor light is on i pumped the tyres and it's still there. I called Sales and they said I have to call the service team which I'm disgusted about. The brakes also have a grinding noiseAt the minute I'm seriously thinking of handing back the car and going somewhere else I have been going to Charles Hurst for 16 years and this is the worst car I have dealt with.Thanks Joe Coleman

I have been waiting on a phone call back for a few weeks now!

excellent customer service from Jamie

Not enough attention kept waiting to long as salesman kept going off to get answers.

Communication was good. Very impressed by the work that was done by Charles Hurst to make the car ready to sell on - very reassuring.

Very poor service service, I came in to look at an A35 AMG and after having a look at the car I requested a test drive. The conversation quickly went from a test drive to an affordability check. He valued my car at £3800 but managed to sell it on facebook the same day for £7250.00 after speaking to my brother in law who gave the correct book rates to assist with me selling it. I did speak to a manager after being contacted and explained all that had happened. That visit will now be my last and i will never buy another vehicle from charles hurst. I drove over to Bavarian, was greeted and treated so good by their staff, i ended up buying a new BMW M135i which i am collecting this week. When i advised i was calling to test drive the car, they had the car sitting and after a quick chat, threw me the keys and told me to enjoy, never once asked about finances, knew my position having to sell a car and a motorbike before i could complete the sale.

Poor communication, the car that I enquired about was not available but I had been advised on phone that it was, so a wasted journey. Also the attitude of salesperson, no attempt at negotiation on the bottom book price offered for my car as trade in. Surly attitude and actually told me to buy a similar car elsewhere if I could get it at that price. I found this amusing because 2 days later Charles Hurst reduced the price of the car by £500 and I bought the exact same model, year and with less miles and received a higher trade in deal, so thanks for that!

Customer: Nuala CanningEmail: nualaquinn31@gmail.comMob: 07516103976Our Reference: 276215260126Policy Reference: CH1174578 - Selling Dealer: Charles Hurst Usedirect Budget Choice30 January 2026Good MorningThe above referenced customer has raised a complaint regarding a claim logged by the selling dealer of their vehicle, Charles Hurst, who logged a claim for a replacement engine, under claim reference 46944387 on 22 October 2025. This was subsequently approved; however, the costs of repair exceeded the warranty funds of £9,631.00.On the 09 January 2026, a further claim was logged by Charles Hurst for replacement of 4 x TPMS but regrettably, the claim could not be considered as there were zero funds left.The customer is unhappy as were not made aware that the engine claim would deplete their funds and feel that this type of repair should never have been required, given the time of the vehicle on risk and that there would have been inspections prior to sale.We believe Lookers/Charles Hurst are responsible for addressing this complaint and have provided the customers details for you herewith.Thank youContacting UsIf you need to contact us about your complaint, you can by one of the below options:0330 100 3245*customer.relations@assurant.comWe are open Monday to Friday between 9.00am and 5.00pm (excluding bank holidays).Yours sincerelyMaggie TraceyCustomer Relations

HiI recently purchased my car on the 13th January and been having issues with the car. The 1st issue was fixed now there is issues with the tyre sensor light is on i pumped the tyres and it's still there. I called Sales and they said I have to call the service team which I'm disgusted about. The brakes also have a grinding noiseAt the minute I'm seriously thinking of handing back the car and going somewhere else I have been going to Charles Hurst for 16 years and this is the worst car I have dealt with.Thanks Joe Coleman