I rang about a car and the guy couldn't tell me anything about it. He was to give me a call back and I am still waiting. I purchased elsewhere.

Never got back to me about the car I was interested in. This happened a couple of times.

I didn't really want to make this complaint but am now left with no option. I have left my vehicle in for servicing under warranty at Charles Hurst Newtownards - they inform me they are waiting on a response from Dundonald in relation to an issue as set out below. However, this complaint could be attributed to both branches and comes under both headings of poor customer service as well as problematic communication.The background is that my car went in for diagnostics and service, most recently and for the second time since purchase, on 11th June to Newtownards branch. The car was bought around November 2025. On 11th June, I was informed a number of things were wrong with it, including a problem with the exhaust cooling system which was causing the DPF to clog quickly, and the brakes. The exhaust point is being dealt with under warranty. On 11th June, I sought confirmation that the cost of the brake lining and pads be considered as a fit for purpose at point of sale issue, given that the vehicle was only purchased in November and this is the second time it needed to be brought in for diagnostics and service. I was told at the time that this was an issue for the Dundonald branch (as that's where I bought it) and therefore, Newtownards would have to contact them about this. I am still waiting on a response to this request, despite many calls to Newtownards to follow up. I have called up Newtownards branch again today to be told that they're still waiting on a response from Dundonald, nearly 3 weeks later. I have called up at least 4 times about this in total.The only time I receive an update about any of the servicing, warranty claim or otherwise is when I call up Newtownards branch myself and ask for one. For example, I was not informed that the warranty claim in respect of the exhaust issue was successful until I rang up and chased.I informed someone at Newtownards branch last week that I would reject the vehicle if confirmation about the brakes isn't forthcoming. I was assured this message would be passed on. When I called just now to seek an update, this message had clearly not been noted or passed to Nathan, the person looking after my vehicle service who had no knowledge of it, and asked if I needed to change the service date of 3rd July, despite there clearly being outstanding issues to be resolved.This is appalling. When I went in to buy the car, nothing was too much trouble, but now, communication is non-existent.Further, you ought to also be aware that the exhaust fault was clearly present in the vehicle when it was purchased, as it had to go back to the garage within a week or 2 of purchase for the same fault which has since been diagnosed. At that time, clearly, no proper diagnostics were performed on the vehicle was I was told it was a DPF issue and to just run the vehicle at high revs until the "check engine" light turned off again. I have therefore been driving a vehicle with a coolant problem for about 7 months. There is no doubt this issue was present when the vehicle was sold as the "check engine" light came on very quickly after first purchase. I therefore have a right to reject the car as the car was not fit for purpose when it was sold to me and this is the second time it has required repairs. Whilst I would prefer not to do so, I cannot see how else to move forward.

Very prompt reply to my email about a particular car. Video was provided of the car of interest and Adam followed up with additional email and phone call. Excellent service.

cust paid for the vehicle Monday 08.06.26 the cust feels the communication is very poor. He has been told the vehicle is not going to be ready till next week as they have found something else that is wrong with it. Cust would like the vehicle in full working order by Saturday 20.06.26.

Darren and Jack were fantastic and professional, thanks guys

HiI am writing to formally reject the above vehicle under the Consumer Rights Act 2015 due to repeated faults and unsuccessful repair attempts.I took possession of the vehicle approximately six months ago. Since then, the vehicle has experienced ongoing issues and has required multiple repair attempts. To date, the vehicle has been returned to the workshop on four separate occasions and has been off the road close to 10 weeks.Despite these repair attempts, the vehicle continues to suffer from faults. This is unacceptable and demonstrates that the vehicle is not of satisfactory quality, nor fit for purpose, as required under the Consumer Rights Act 2015.Given the repeated failures and the significant amount of time the vehicle has been unavailable to me, I am now exercising my final right to reject the vehicle.I therefore request the following:Confirmation that the vehicle rejection has been acceptedTermination of the finance agreementDetails of the process for returning the vehicleA full refund of all sums paid, subject only to any lawful deduction for usage if applicableI would also like to highlight that I have been without the use of the vehicle for an extended period and was not provided with a courtesy car, which has caused significant inconvenience. And also had to take multiple days off work to drop car off so loss of earnings also.Please treat this as a formal complaint. If this matter is not resolved satisfactorily, I will have no hesitation in escalating it to the Financial Ombudsman Service.I look forward to your prompt response within 14 days.

Great customer service

On inspection of the vehicle prior to purchase, it was noted that the parcel shelf was missing. It was agreed before completing the sale that this would be ordered and posted to the home address as the dealership's location is not close to my home address. It has been more than nine weeks since the sale and a large portion of this has been waiting on the part. Since it has arrived at the dealership, I was asked to collect from there. I reminded the agent of the previous agreement, they have offered to have it delivered to the newtownabbey branch instead, I have reiterated that that was still not the original agreement at the time of purchase. The communication with the agent has been slow and I do not feel that I will get an acceptable resolution continuing to communicate with them directly.

Hi ,I purchased this vehicle just under a year ago and it has now been in the work shop on 4 occasions with multiple faults but one continuas fault has been the particulate filter.It is now currently in once again for this fault and has been for the last week.This vehicle has spent more time in the garage than out ,I was told when after 2 weeks of purchase when this fault came on I was informed that I had to give yous a chance fix the problem that has now occurred on 4 occasions .I've tried to contact yourselves on numerous occasions at the beginning of the year and have had no response to my calls to see what my rights are at this present time.Could someone contact me or would I be better to seek legal advice.Thanks .