To the Usedirect Belfast Team,I am replying directly to this email to formally log a critical safety failure on the Skoda Octavia I purchased from you just over a week ago.The vehicle has suffered a catastrophic hydraulic failure. There is a heavy brake fluid leak pooling under the chassis, the brake pedal goes completely to the floor, and the car is entirely unroadworthy and dangerous to drive.Given that I have owned the vehicle for less than 30 days, I am well within my legal rights under the Consumer Rights Act to demand an immediate resolution for a major fault present this early in ownership.Because your service phone lines are currently unresponsive, this email serves as my formal notification. I require Charles Hurst to arrange a flatbed recovery truck to collect the vehicle from my driveway first thing Monday morning and carry out repairs under full warranty at no cost to myself.Please contact me immediately on 07718772487 to confirm when the recovery truck will arrive.Regards,Joseph Saunders

Car was not in a clean state when viewed despite having a second valetSensed an unreasonable pressure from management upon staffReserve few not returned despite phoning each week to request same for 4 weeks (still not returned)

I am writing to make a formal complaint regarding the vehicle I purchased from Usedirect Belfast approximately two months ago.Since purchasing the vehicle, it has now been returned to your workshop on three separate occasions due to engine-related problems. The latest fault was particularly serious, resulting in a significant loss of power and rendering the vehicle unsafe to drive.The vehicle has now been with your workshop for five days, and I have still not been informed of the cause of the fault or when I can expect it to be returned.The lack of communication regarding the diagnosis and repair timescale has been particularly frustrating. In addition, being without a vehicle has caused significant inconvenience and disruption to my daily commitments. Despite requesting a courtesy car, no alternative vehicle has been provided during this period.Under the Consumer Rights Act 2015, I am entitled to expect that the vehicle is of satisfactory quality, fit for purpose and durable. The repeated nature of these faults has caused me serious concern as to whether the vehicle meets those standards.I would appreciate a written response detailing:• The checks undertaken before the car was sold to me• The current diagnosis of the fault.• The proposed course of action.• Whether UseDirect is prepared to offer a replacement vehicle in view of the vehicle's history of repeated faults.Given the number of faults that have arisen in such a short period of ownership, together with the repeated returns to your workshop, I have now lost confidence in the reliability and overall quality of the vehicle. As a result, I do not believe that another repair is an appropriate long-term solution.I previously enquired about exchanging the vehicle for another and was disappointed that this request was refused. In light of the ongoing issues, I would ask that UseDirect reconsider its position and discuss providing a replacement vehicle of similar value and specification as a resolution to this matter.I hope this matter can be resolved promptly and amicably. However, I must also make it clear that I reserve all of my statutory rights under the Consumer Rights Act 2015 should a satisfactory resolution not be achieved.

Very slow and not very helpful at times

I felt very rushed, not listened too, wasn't offered a test drive, felt very pushed into paying a deposit...which I didnt....and Mario would only accept the purchase if I took added extra which I didnt want. I had cash which covered the cost of the car and my excess from the previous finace company. I emailed after offering the full amount but never got a reply. The whole experience was not pleasant at all and due to my interactions with Mario, I left not purchasing the vehicle I wanted. A few days later I bought a used car from Citreon who were much more professional. My experience with Katharine in Citreon was first class.

Formal Complaint – Vehicle Breakdown, Warranty Handling Failures, and Ongoing DelaysDear Sir/Madam,I am writing to raise a formal complaint regarding the handling of my vehicle failure, the associated RAC warranty, and the significant delays and miscommunication I have experienced since 9 April 2026.Before outlining the complaint, I wish to provide the relevant background.On 8 March 2026, I purchased my Peugeot 508 Estate from Used Direct Belfast. The sale was handled by the showroom manager, John Paul Coogan (JP). During the purchase, I was offered the option of an RAC 3‑year extended warranty. This was presented as a comprehensive package including recovery and the ability to use any approved garage, so I agreed to purchase it.At the time of sale, I received the terms and conditions and the order documentation relating to the vehicle. I collected the car from the branch on 14 March 2026.Approximately one week after collection, I contacted JP to advise that I had still not received any warranty documentation. He reassured me that it could take a few days for the paperwork to be processed by head office and that their admin team handled it. I contacted him twice more in the following weeks, and each time he said he would look into it. I did not receive any further communication or documentation, and admittedly, the matter slipped my mind thereafter.Timeline of Events9 April 2026 – Vehicle FailureMy vehicle came to a sudden halt without warning and would not restart. The suspected cause was a broken timing chain. I contacted Charles Hurst Used Direct Belfast for guidance on how to log the issue under my RAC 3‑year extended warranty, as I still had not received the documentation.9 April 2026 – RAC Warranty Not RegisteredI was advised to contact RAC directly. When I did, they informed me that my vehicle registration was not on their system, meaning I was not covered. They instructed me to contact Charles Hurst Belfast again. I made multiple calls that day, but despite being told I would receive call‑backs, none were provided.10 April 2026I contacted Charles Hurst Belfast again and was told to ring Charles Hurst Peugeot Belfast. I did so and spoke with Charlotte Devine, who booked the earliest available appointment for 16 June 2026 at 8am. I expressed my disbelief at the two‑month wait for what should have been a warranty repair. I also explained that I had to arrange my own recovery, as the car was stranded at a petrol station forecourt.16 June 2026On the day of the appointment, I phoned to confirm progress and was told there was no space available for my vehicle. I was advised that the team would try to book a one‑hour diagnostic slot for Friday, but they were extremely busy. I spoke with Holly and explained that this appointment had been booked for over two months, I was in a rental car costing £81 per week, and I was extremely unhappy with the situation.19 June 2026I phoned for an update and was told there was no information available. I was advised to wait until Monday when Holly would be back.22 June 2026On Monday, I was informed that:My vehicle had only been on the ramp for one hourA technical issue prevented diagnosisDue to workload, no further time was availableMy vehicle had been wheeled back outsideIt had been rebooked for another one‑hour diagnostic slot on ThursdayThis means that nearly three months after the breakdown, only two hours of attempted diagnostics have been allocated, with no progress made. I was also told that until diagnostics are completed, they cannot estimate repair times, and that courtesy cars are not provided or prioritised for roadside recovery cases.Current PositionAs of today, almost three months after the initial failure, I remain without:A diagnosisConfirmation of warranty coverageAny meaningful progressThis situation is unacceptable.Requested ResolutionI request the following:A full and immediate diagnostic assessment, without further delay or one‑hour limitations.Confirmation of RAC warranty registration, including an explanation for why my vehicle was not on the RAC system.A written explanation for the repeated delays, miscommunication, and failure to honour the original 16 June appointment.A clear plan of action for completing the repair and processing the warranty claim.Given the length of time this matter has been ongoing and the lack of progress, I expect this complaint to be treated with urgency.Please provide a written response within 7 days.

Hi, I purchased my car just over a year ago and have repeatedly requested my RAC extended warranty pack by both email and phone. I still haven’t received it.

Salesman was the worst I have ever encountered and I have been buying cars for over 40 years.

Tony Wilson was very informative, and professional.

I purchased a 2022 Audi 30 TSFI Technik XGZ 3829 from Charles Hurst Usedirect on 20 August 2025. Prior to taking delivery of the car an indicator lamp came on which I was assured was fixed. Subsequently 6 indicator lamps have appeared intermittently and at random. My car has been in the Charles Hurst Lexus workshop on 3/2/26 for the initial 3 indicator lamps and on 9/6/26 for the original three plus three additional indicator lamps. On both occasions I was told no faults were logged. On my way home from the workshop on 11/6/26 three indicator lamps flashed - 2 new and one additional lamp. The warning stated that the car should be taken to a qualified workshop without delay and have the fault rectified. I contacted the Citroen workshop which had carried out a service on 9/6/26 and also had my car checked by Lexus on 9/6/26 to advise them of new faults Despite having also contacted Ms Niamh Wait in Charles Hurst Usedirect who my contract of sale is with, no action has been taken and I have been left with a car which I cannot drive for 12 days. There has been a catalogue of failures to fix my car and I have been unable to get a straight answer from anyone as to whether Lexus workshop has ALL the Audi diagnostic modules to actually detect the faults recorded. On 17/6/26 I emailed Ms Wait in Charles Hurst Usedirect a detailed letter about my problems with related dates and documented proof of the ongoing problems since I bought the car and that I would give them a final chance to resolve the faults to my satisfaction before invoking my consumer rights under the Sale of Goods Act 1979 and the Consumer Rights Act 2015. I am now escalating my complaint to your department. If you can please send me an email address I will forward all documents sent to Ms Wait. Furthermore, at no stage in this process, despite having a car which I cannot drive, have I been offered a courtesy car.