Date: 20/02/2026Dealership – Charles Hurst, Useddirect BelfastSales People involved: Sam Woodside and James BeattieDear Manging Director,I am writing to formally complain about the handling of my recent vehicle purchase.As of 20/02/2026 I have received no car from Useddirect Belfast despite having paid the full amount 12/02/20206.On 02/02/2026 I viewed a Toytota Yaris Cross Reg: RXZ 8787 with the help of sales person Sam. On 03/02/2026 I instructed Sam that I would buy the car. On 04/02/2026, I paid the holding fee of £250 via an email and was told by Sam that he had instructed Toyota to remove the car from their website and he would do the necessary paperwork. I was emailed terms of condition.Sam went on parental leave 04/02/2026 and James took over the process.I informed Sam (and James) that it would take a while to pay the rest of the amount due to waiting on money to be transferred into my bank account. This happened 11/02/2026 to which I let James know and he emailed me the bank details and final amount 12/02/2026 and I paid an amount of £20,515 into Charles Hurst bank account 12/02/2026 via CHAPS in the bank so it would be delivered into the account the same day (£25 fee) so I could collect the car on 14/02/2026. James emailed to say he would send two documents across the same night for me to E-SJGN – I never received this documents.I was about to leave my home (in Newry) 14/02/2026 and I happened to check my emails to see if James had sent the documents to sign. Instead I received an email at 9:19am stating:Morning Annie-Marie,Hold off on coming up for now,Your car might have accidently been brought to the branch in Newtownards,I left it to the cleaners and they accidently brought it there I believe, ill give u an update shortlyFor a start – this should have been a phone call.Despite paying a hold amount and paying the remaining amount as soon as I was asked, James phoned me at 1:30pm on 14/02/2026 to inform me that the vehicle had been sold to another customer. This represents a serious breach of trust and raises concerns about your internal processes.He stated the director of Charles Hurst got involved in this case and sourced a ‘like-for-like’ car reg YP72 HDJ, they would give me £600 off and put a paint protection cover on the car and they would deliver it to my house early the next week.I was upset but I understood as I know as a business owner myself errors can occur. I had added the car to my insurance and so had to rechange this to the new reg car once I knew this information (which I had to ask for).As I was due to collect my car 14/02/2026 I sold my own car privately the same day. I am currently without a car from that date (now a week and counting), which is causing great upset and disruption to my day-to-day activities. I am having to borrow my fathers car and in doing so, I am also disrupting his schedule.James contacted me to say the car would be delivered early the week of 16th. We communicated again and James then said it would be Wednesday 18th – no car arrived. I phone to speak to James on 18th but received no call back. I phoned again on 19th and James said the car would be delivered Monday 23rd! He had a ‘I don’t care’ attitude which really upset me. By this point I have paid for a car in full over a week earlier and have insurance on a car for a week that I do not have.It’s at this point that I have decided to take things further and write this complaint letter.This is just not good enough service and you must do better! To date, I have not received a receipt, a car or a formal apology. I now have to take the time to figure out all the admin fees this error has cost me so I can bill Charles Hurst for and to receive the promised amount of £600 – at this point I am unsure if this will actually happen.It has now been over a week since my full payment was made, and I am still without the vehicle I purchased. I have not received a firm delivery date for the replacement car, despite asking for an estimated time of delivery (on Monday 23rd). There has been a lack of clear communication and this has been extremely disappointing.The only emails I have received in the last few days are auto-generated emails (and ‘gentle reminder’ texts) to ask me to review my recent visit to Charles Hurst Usedirect Belfast – as you can imagine, this is unbelievable upsetting and do take note that I have not written a public review (yet).I require the following without further delay:1. A written explanation as to how this situation occurred,2. A confirmed delivery date for my replacement vehicle,3. Details of any compensation you intend to offer for the inconvenience caused.If this matter is not resolved immediately, I will consider escalating my complaint to senior management and, if necessary, seeking legal advice regarding breach of contract.I trust you will treat this matter with the seriousness it deserves and look forward to your urgent response.

A member of staff (Sam Weston I believe his name was) contacted me very shortly after I made my online request for information on a potential car buy. He was very professional, courteous and helpful.

My husband and I bought a VW Arteon in November from Charles Hurst Usedirect on Boucher Road. We have received poor service from the day we bought the car. We were due to collect it the following week, it wasn't ready which meant we had to go the week after. When we did collect it, it still wasn't right and it had to be left back a few weeks later. The car was meant to be serviced before we collected it and in early-mid January the car flashed up saying a service was due and when my husband checked there was next to no oil in the car. I have been trying to email and ring the guy we dealt with but emails are bouncing and the phone isn't ringing through. I have since been in contact with another dealership who advised me the car is due a major service (which should have been done) and is outstanding a recall, which i would have been expected to have been sorted before the car was put up for sale.I am very unhappy with the customer service we have received and not knowing if work has actually been done to the car

Dear whom it may concern,Re: Vehicle Registration OGZ4531Finance Agreement Number:Date of Purchase: 23 September 2025I am writing to formally notify you that I am exercising my statutory rights under the Consumer Rights Act 2015 and am issuing a Notice of Intended Rejection of the above vehicle.The vehicle was purchased from Charles Hurst in September 2025 and is subject to a finance agreement under which I am paying £316 per month over five years. The vehicle is also covered by both manufacturer and extended warranty.Within months of purchase, the vehicle developed serious faults, including:- Emissions system fault warning- AdBlue system warning- Orange engine management light- Warning stating the system will shut down in approximately 500 miles- Unpleasant smell from the heater when in useThe vehicle was inspected in December following these issues, and I was informed that no problems were found. However, the warning lights and faults remain unchanged. The issues were therefore not resolved.Given that these faults arose within the first six months of ownership, they are legally presumed to have been present at the time of supply unless proven otherwise. The vehicle is not of satisfactory quality, nor is it fit for purpose, as required under the Consumer Rights Act 2015.As the vehicle has already been presented for inspection and the faults persist, I have lost confidence in the reliability and safety of the vehicle. I am therefore notifying you that, unless this matter is resolved immediately and permanently, I will exercise my final right to reject the vehicle.Please confirm within 7 days:1. How you intend to resolve this matter;2. The arrangements for return of the vehicle if rejection proceeds;3. Confirmation that the finance agreement will be unwound and payments addressed accordingly.For the avoidance of doubt, this email constitutes formal notice of a statutory dispute.I look forward to your urgent written response- if you require any further information please let me know.Yours faithfully,Stephen Cunningham07999055477

Never again will i bother with Boucher Road branch

Communication from branch manager Ricky Ayre is terrible. Vehicle has been undriveable for 3 weeks within 4 months of purchase and they are refusing to communicate with me.No updates or courtesy car. they claim the fault is a 12v battery replacement. Not a good enough fault to warrant 3 weeks repair needed.

Very quick to send a link

Bought car 8th dec . Within a wk flashing lights on dash , contacted used direct and told to ring another dept , 3 depts later Lexus said they would look at it . Taken up to them 22nd dec for them to do diagnostics. It needed fluke injecter. Told they were busy so would be after Xmas . I couldn’t drive as scared to drive it as engine mgt lights flashing and car was chugging . I left car up to them 24th Jan and collected it 29th . Car smelt of fumes but I thought that was maybe normal and it would settle . I took it a longer drive that next wkend and I felt dizzy so I was scared to drive anymore . I rang Paul at Lexus 12th Feb and he spoke with mechanic - he rang he back to tell me not to drive it and to ring RAC to get it brought up to them . I arranged this and car went back up to them fri 13th Feb. Got call to say the fuel pipe should have been changed at same time but hadn’t been so therefore it hadn’t sealed right so my dizziness was obviously inhaling the fumes . They said the part would be in on Tues 27th and I could collect car . I hit rang in Tues evening to say it’s not ready and to come wed . I rang wed to be told it now needs an adapter and the part wouldn’t be in for 15days . I said I need a courtesy car then as I can’t manage without one. I explained I had been dusting my husbands car but he was going away tomorrow morning with the car fir a week so I need a car for taking my child to school and going to work . He said he couldn’t give a courtesy car as it’s not on the warranty.I rang Shannon who sold me the car used direct to explain , she spoke with her manager and rang me to say he was ringing the manager in Lexus and to expect a call from him . I received no call . This experience is horrendous , I am so frustrated and disappointed as this is my first experience and certainly my last with Charles hurst . I have lost faith in them and in the car . Can someone please let me know what my options are as this cannot continue .

Fandi have confirmed that they will b dealing with point 4.Dear Sir or Madam,Car Purchase Lookers Boucher road Belfast GXZ 4990I am writing to formally raise a complaint regarding the purchase of my Hyundai i35 (2014) from your dealership in August 2024.From the outset, my experience with this vehicle has been extremely disappointing and has caused me significant financial and personal stress.1. Vehicle faults and loss of useShortly after purchase, the vehicle was waiting for a part when I did get it, it broke down on two separate occasions. As a result, I did not have use of the car for approximately the first six weeks, despite paying finance on the vehicle during this time. The car was returned for repairs multiple times, which is not what would reasonably be expected of a vehicle purchased from a dealer.2. Service promise and misrepresentationAt the point of sale, I was advised that instead of an MOT which I asked for, I would be better served by a full service, which was verbally agreed and formed part of my decision to proceed with the purchase. I was also told this would happen on its next service due alert.When the vehicle was later taken in for this service:• No service book stamp or written record was provided• No documentation detailing what work was completed• The service reminder was disabled rather than properly reset• The service was not carried out by Hyundai, despite earlier repairs having been done thereThis does not align with what would reasonably be considered a “full service”.3. Ongoing avoidance and lack of resolutionAttempts to follow up regarding the service and wider concerns were repeatedly delayed. More recently, when I raised concerns about the vehicle’s value and negative equity, I was told nothing could be done, despite earlier assurances that I would be “sorted out”.4. Financial impactI have since discovered that I am in approximately £3,000 negative equity, leaving me unable to change the vehicle. This is particularly significant as the vehicle was purchased to tow a horse trailer something that is no longer required and I would not have chosen this vehicle otherwise.Resolution soughtGiven the above, I am requesting that you:• Formally investigate this matter• Provide written clarification of what service work was completed• Consider appropriate redress, whether via financial contribution, service reimbursement, or assistance in resolving the negative equity positionIf this matter cannot be resolved directly, I will have no option but to escalate my complaint to the finance provider and relevant external bodies.I have tried to purchase a BMW from Family cars NI and can not due to the £3000 difference of a short fall. This was only after I requested support from the Lookers Sales man I originally dealt with and provided him with pictures of the cars I would be interested which he refused to help me with.I look forward to your written response within 7days.Yours faithfullySylvia Mcnamee07841871271

Cust was wishing too purchase a vehicle and paid £11,449 in 3 transactions. Cust was supposed to purchase the vehicle on the 06/02. The vehicle was not fixed to the cust satisfaction. He refused the vehicle at that point but is still waiting for his money.