Formal Complaint – Vehicle Issues and Request for Full RefundI am submitting this complaint regarding the vehicle I collected on 26 April 2025. From the outset, the purchase and aftersales experience have been extremely poor, and the car has had ongoing faults which remain unresolved.When I arrived to collect the car, the sales executive was off sick and no one else was aware of the handover. The car and paperwork were not prepared. When the sales executive returned, I raised several issues including the windscreen washers, spare key, roof trim, rattling noises, and stop/start technology not functioning. Despite following up multiple times, there was no action until I chased the matter weeks later.I was eventually referred to Jeep for repairs — which turned out to be the wrong service centre. Staff were unsure where the vehicle should have been sent. I incurred taxi costs to and from work to leave the car there for the day, only to be called just before collection and asked if I “knew how my windscreen wipers worked,” when the issue was clearly with the washers, not the wipers. Although the washers and spare key were eventually sorted, the other faults remain unresolved.Since then, I have made numerous calls to your dealership, spoken with various receptionists, and my calls have not been returned. Today, I have repeatedly received only the automated message “sorry we have been unable to answer your calls.”On 6 September, the media system began malfunctioning. I called again and was passed between incorrect departments before finally speaking to someone (I believe from Bentley), who referred me to Alan McVeigh Motors. The car has been with them twice for diagnostics. This has caused further inconvenience, including fuel costs, time off work, and arranging transport as they are 25 miles away. Over five weeks later, they have still not received a response from Charles Hurst/Warranty regarding the necessary repairs.Given the ongoing unresolved faults, multiple failed repair attempts, and extremely poor customer service, I am now formally rejecting the vehicle under the Consumer Rights Act 2015.Please confirm a time and process for the car to be returned and a full refund issued.I request a written response within 14 days of this complaint.

Dear Charles Hurst Usedirect Customer Services,I am writing to formally complain about the unacceptable and prolonged delay in resolving issues related to my recent vehicle purchase, WN71 ZRE, which I collected on 9th September 2025.I have been in contact with Sales Executive, Blaine Murphy, since 11th September 2025 regarding several missing items, and after over a month, these issues still remain unresolved. While Blaine has been responsive, the continued lack of progress is now extremely frustrating and not acceptable.The outstanding items and timeline are as follows:• Second Key Fob (VW Key Fob): The spare key fob is not working (even after I replaced the battery at my own cost ), indicating that it requires programming or a new key is required.o On 10th October 2025, Blaine stated he had passed my contact number to Key Access NI for them to arrange the key programming and expected contact by Monday afternoon, 13th October 2025.o As of today, 14th October 2025, I can confirm there has been no contact from anyone regarding the key.• Front and Rear Carpet Mats: These were missing from the car.o On 10th October 2025, Blaine confirmed the mats were on backorder and that the parts team would be sourcing them from a different retailer. The status of this external sourcing is still unknown to me.• Missing Parcel Shelf: This item was reported missing on 11th September 2025. I am led to believe this item may have arrived, but I have received no definitive confirmation or collection/fitting arrangements.This lengthy delay for what are basic, expected items for a car purchase is causing me considerable annoyance. This falls short of reasonable after-sales service and my rights under the Consumer Rights Act 2015.Please treat this email as a formal complaint and I would be grateful if you could confirm in writing within 7 days how and when a definitive resolution for these issues will be achieved. If I do not receive a satisfactory response, I will have no option but to refer this matter to the Motor Ombudsman.Thank you for your prompt attention to this urgent matter.Sincerely,Peter King07903 433262________________________________________From: Blaine MurphySent: 10 October 2025 15:37To: Peter KingSubject: Re: WN71 ZRE - Missing ItemsHello Peter, to be completely honest I have just received a message today that the mats are currently on backorder I have now asked our parts team to source the mats online from a different retailer. I have passed you contact number on to key access ni for them to contact you if they have not made contact by Monday afternoon please let me know and I will make other arrangements for the spare keyBlaine MurphySales ExecutiveBelfast Usedirect62 Boucher Road | Belfast | BT12 6LRT: 028 9038 3500charleshurstgroup.co.uk/usedirect________________________________________From: Peter KingSent: 09 October 2025 15:29To: Blaine MurphySubject: Re: WN71 ZRE - Missing ItemsExternal Sender: Confirm legitimacy before acting.Hi BlaineAny word on the two items, but more importantly the 2nd keySlightly confused and getting annoyed as to how long this is now takingThanksPeterSent from Outlook for Android________________________________________From: Blaine MurphySent: Thursday, September 25, 2025 7:52:31 PMTo: Peter KingSubject: Re: WN71 ZRE - Missing ItemsHello both parts ordered and I've chased up key access on the timeframe to code a key for your car I will call you when the parts arriveBlaine MurphySales ExecutiveBelfast Usedirect62 Boucher Road | Belfast | BT12 6LRT: 028 9038 3500charleshurstgroup.co.uk/usedirect________________________________________From: Peter KingSent: 24 September 2025 19:22To: Blaine MurphyCc: Jen KingSubject: Re: WN71 ZRE - Missing ItemsExternal Sender: Confirm legitimacy before acting.Hi BlaineWe any further along with this?ThanksPeterSent from Outlook for Android________________________________________From: Blaine MurphySent: Wednesday, September 17, 2025 3:42:14 PMTo: Peter KingCc: Jen KingSubject: Re: WN71 ZRE - Missing ItemsHello Folks, I have chased this again and will call with an update in the morning.Blaine MurphySales ExecutiveBelfast Usedirect62 Boucher Road | Belfast | BT12 6LRT: 028 9038 3500charleshurstgroup.co.uk/usedirect________________________________________From: Peter KingSent: 16 September 2025 16:55To: Blaine MurphyCc: Jen KingSubject: Re: WN71 ZRE - Missing ItemsExternal Sender: Confirm legitimacy before acting.Hi BlaineStill no contact from anyone in the After sales team?ThanksPeterSent from Outlook for Android________________________________________From: Peter KingSent: Thursday, September 11, 2025 9:26:55 AMTo: Blaine MurphyCc: Jen KingSubject: Re: WN71 ZRE - Missing ItemsHi BlaineThanks for the update.Yes car is going well.See you when the parts arrive in 🙂Peter________________________________________From: Blaine MurphySent: 11 September 2025 09:09To: Peter KingCc: Jen KingSubject: Re: WN71 ZRE - Missing ItemsHello Peter, Sorry for missing your call yesterday I will pass this on too our aftersales teams who can arrange the mats and parcel shelf alongside getting the key programmed for you, I hope you are enjoying the new car and I will be in touch when the parts arrive.Blaine MurphySales ExecutiveBelfast Usedirect62 Boucher Road | Belfast | BT12 6LRT: 028 9038 3500charleshurstgroup.co.uk/usedirect________________________________________From: Peter KingSent: 11 September 2025 08:49To: Blaine MurphyCc: Jen KingSubject: WN71 ZRE - Missing ItemsExternal Sender: Confirm legitimacy before acting.Hi Blaine,Be grateful if you could give me a call today 07903 433 262I phoned yesterday afternoon to discuss a couple more issues, but you were unfortunately tied up with customers1. 2nd Key Fob not working - new battery inserted - still not working - can you get this programmed?2. Missing parcel shelf3. Missing front and rear carpet matsThanks,Peter________________________________________From: Peter KingSent: 09 September 2025 21:39To: BlaineMurphy@charleshurstgroup.co.ukSubject: VW Key FobHi BlaineThanks for your time today, the car is great. One thing though, only one key works, I've replaced the battery with a new one and it still doesn't workAny ideasThanksPeter

I had several issues with the purchase of the car which were never adressed in due time and in some cases still pending. No follow up from the sales team unless repetidily solicitated to take action. Here below the list of issues:- spare key delivery (I had to follow up myself and took almost 2 months)- parcel shelf (I had to make multiple call at the dealership and finally received after 5 months)- side steps existance. During viewing they were extent and all OK, after purchasing the car nobody want to take any responsibility about those. Cannot be fixed by Toyota servicing (which handle BMW on behalf of Charles Hurst), cannot be removed without damaging the car. This is a liability I have to deal with which was never discussed during purchase- repair of rear seatbelt. 3 months after purchasing the car, one rear seatbelt stopper working. I ask to have it repaired and no one is taking charge for it. Dealership told me that Toyota has been informed, Toyota servicing has no information.

Hi Team,Can you please help me with this?Your boucher road showroom making false statements and denying to refund the deposit amount.I booked the car with clear statement that if dont go ahead with the purchase, the deposit amount will be refunded.Now, they are making so many wrong statements and denying the refund.Thanks and Regards:Gajender Kumar07447958131On Wed, 8 Oct 2025, 3:59 pm William Crawford,wrote:Hi Gajender,I was there when you bought this Tucson and at no time did you even indicate that you weren’t going ahead with this purchase. You then went and bought another car and had it delivered from England and in your driveway before we arrived back in work on Monday. We had this car off site and waiting for you. Your deposit is not being refunded…ThanksWilliamWilliam CrawfordShowroom ManagerBelfast Usedirect62 Boucher Road | Belfast | BT12 6LRT: 028 9038 3500charleshurstgroup.co.uk/usedirectFrom: Gajendra KalyanSent: 08 October 2025 15:53To: Shannon Cochrane; William CrawfordSubject: Re: Cancel Car Order - Hyundai Tucson - Gajender KumarExternal Sender: Confirm legitimacy before acting.Hi Shannon,Please confirm when I can expect the refund in my account.Thanks and Regards:Gajender Kumar07447958131On Tue, 7 Oct 2025, 5:47 pm Gajendra Kalyan,wrote:Hi Shannon,During the conversation itself, we mentioned numerous times that we just came looking at a VW Tiguan and we liked that car as well.Other than that, have I signed a contract with you that states that I have to tell you if I am looking at any other car or not?The point is, I have put a deposit and am not buying that car. Please refund the deposit or show me the paperwork/contract which I have signed with you?Thanks and Regards:Gajender Kumar

Customer purchased a vehicle 2023 and also purchased a warranty Platnium plus, when the cust has contacted the RAC they have advised him that he only has a gold warranty. The cust has spoken with branch and they have advised to call complaints regarding this.

Dear Blackhorse, AEC Motors and Lookers (Charles Hurst),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.Many thanksChloe

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