Bumper was meant to be fixed when picking car up it wasn’t still waiting 3 weeks later. Old car finance still not paid off 3 weeks later. When you phone they are always to busy and never ring you back

Our Reference: 274635020126Policy Reference: CH1177884VRM: NFZ737606 January 2026Good AfternoonThe above mutual referenced customer has raised a complaint regarding the assessment timescales for the diagnosis and repair of their vehicle, which they advise has been with you since 22 November 2025.Reviewing their warranty plan, regrettably, no claim has been logged to date, and the plan has now expired.We have provided the customer with their final response letter explaining we would forward their concerns onto yourselves.Contacting 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 RelationsOur Reference: 274635020126Policy Reference: CH117788407 January 2026Good afternoonApologies, we do not have this information as there has been no contact or warranty claim raised, however, we were cc into an email that the customer sent to the following email address;KeithMartin@charleshurstgroup.co.ukI hope this is of help.

Cust paid £250 deposit, 19.12 cust was advised within an hour the vehicle had been sold.He is still awaiting the refund.

Hi, I collected a Mercedes A Class Motorsport Edition on Saturday 13th December from another sales man than I had been dealing with previously. There are quite a number of issues to do with the vehicle on how it was presented and handed over some of which were raised at hand over and which I will detail all below.1. Vehicle was supplied without a current V5. I was able to tax the vehicle from the photo/copy document available and the sales man was to phone me on Monday past to inform me of how I was to receive my new V5. I am still awaiting this phone call.2. The vehicle was was presented for handover in a poor condition.- The previously agreed bumper respray did not happen, it seems to have been patched repaired with some scrapes still visible.- The chip on the bonnet was not repaired having been previously advised it would be.- The centre caps for the wheels were missing and found to be in the glove box with two damaged.- The front side windows seemed to have had a window tint removed and the residue glue has been left on the glass impacting visibility.- Once we were travelling home and in very wet conditions the wiper blades were unable to clear the windscreen properly. Upon further inspection once home, one blade did not even have a fin attached to it with the other one coming apart. How this passed the MOT the previous day I have no idea but I will take that up with DVA.- The scrape on roof was to be polished out and did not happen. The polish the car did get was poor and as I pointed out to the sales man the roof was obviously missed due to other marks on it.3. Other issues- Car was advertised as having inbuilt satnav. This is unable to be used due to missing SD card.- Part Mercedes service history that was notified before sale was to be supplied on handover which did not happen.- Health check of vehicle was requested and was not supplied on handover. This should have picked up a lot of these issues.- As there was no recent Mercedes history, vehicles has not been serviced for sale in regard to Mercedes service standards and intervals. eg fuel filter has not been replaced.- Vehicles was to supplied with a tank of diesel to get me home. This was later downgraded on a phone call prior to collection to £25 plus a bit more. Unfortunately I got 50 mile up the road and I was into reserve fuel and wasn't even close to a quarter tank.The sales man on handover did take pictures of some of these issues and did say we will get them sorted but he is unaware of some of the others I have raised. He did offer for me to leave the car but as it was now paid for and I had no idea how long these would take to rectify I refused. Obviously this has somewhat soured the experience of my son getting his first car as these are basic standards that should be obvious to any dealership and in line with The Motor Industry Code of Practice for Vehicle Sales.I would appreciate if you can consider as necessary.

Dear William,Reg: WG19 RKJI have tried to contact you on numerous occasions but it seems you are always unavailable.I bought a car from you last year( June 24) and since the 20th November 2025 it has been sitting in a garage in Belfast awaiting repair. Whilst this is being covered under warranty which I had the foresight to purchase at the point of sale, I have been without any means of transport for almost a month. It seems now that my car will not be ready prior to Christmas and I am disgusted with your lack of contact throughout my issue.At the point of sale it seems Charles Hurst cannot do enough but once the money is handed over for the sale you don't want to know.In the last month I have had to hire and borrow cars to bring my children to and from school and to enable me to try to do my job. This is wholly unacceptable.I require you to call me when you receive this email as I will need a car this week from Charles Hurst if my car is not ready. The garage to which you sent my car is not fit for purpose as they are clearly too busy to have accepted my car for repair. Why was this garage chosen?You can consider this email as the first contact in my complaint to you. I will be pursuing other avenues on this and I want to formally note my issues.Regards,Martina McGreevy________________________________________

Overall good but more transparency around the 80k mile cutoff for part exchanges - just because you’ve made the decision not to retail them doesn’t mean the customer should suffer bottom trade prices.

Hi. Yes I done a deal with Jason and a nicer chap I couldn't have meat. Explained everything in detail regarding the car. Was very well spoken. No problems at all.

Excellent personal service by making the process of buying a new car easy and smooth

4 weeks ago I paid a deposit for a Nissan xtrail reg. onz 21. I was told it might be ready by the end of that week for collection . I made a further final deposit just leaving my own vehicle to trade in as agreement. I was told the tax book was to be re registered with a new reg number. I’ve been told the tax book was lost . 4 weeks on I’m not sure if I’m even getting the car before Christmas !I have truly been mistreated , my wife & kids have been been looking forward to the new car .Can someone please advise me when I will receive the new car ?

Sales man very good But the presentation of the car was not as expected I didn’t realise that there was no back shelf. I have contacted sales. Also the car didn’t seem to have been through a thorough check as a few lights came up on the dash as I was driving I had to get the air pressure checked as it was low on passenger side also there is a bump mark on passenger side that I didn’t see when first viewed the car.I have emailed the salesman and awaiting reply