I am writing to formally complain following my appointment today at Charles Hurst Vauxhall regarding my vehicle, registration PN24 OBV, which I purchased from Charles Hurst Used Direct on 5 December 2025 for £27,000.I purchased this vehicle specifically for my wife, who is currently heavily pregnant, to ensure she could travel safely during her pregnancy and in preparation for the arrival of our baby in March 2026.On Tuesday 3 February, the driver’s side window controls failed and no longer operate. I contacted Charles Hurst on Wednesday 4 February and was advised to book the vehicle in at Charles Hurst Vauxhall for today (11 February) for a vehicle health check and assessment of the fault.Since 3 February, the driver side windows have been unusable, which has caused considerable inconvenience. Given that my wife is the primary driver and is heavily pregnant, this also raises genuine safety and welfare concerns. She is due to give birth on 31st March 2026.When I attended today, I was advised that because the vehicle is under a Volkswagen manufacturer warranty, I would need to take the car to a Volkswagen dealership or otherwise be charged for repairs. I would note that I had booked time off work to attend this appointment, which has now been wasted.This advice is not correct in law. As the vehicle was purchased less than six months ago, the matter is governed by the Consumer Rights Act 2015. Any fault arising within this period is presumed to have been present at the time of sale, and responsibility for resolving the issue rests with Charles Hurst as the supplying dealer, not the manufacturer. The Act requires that faults are remedied free of charge, within a reasonable time, and without significant inconvenience to the consumer.I have since contacted Agnew Volkswagen, who have advised that their earliest available appointment is 17 March, which would be over six weeks since the fault was first reported. This is clearly not a reasonable timeframe, nor is it acceptable service in the circumstances.Given the age of the vehicle, the short time since purchase, and my wife’s condition, the current situation is causing significant inconvenience and raises safety concerns. A wait until mid-March is not reasonable.Please confirm by return how Charles Hurst intends to resolve this matter by one of the following:Arranging and covering the cost of repair directly; orArranging and funding the repair through Volkswagen on my behalf; orProviding a suitable courtesy vehicle while repairs are completed.I would appreciate a prompt response so that this matter can be resolved without the need for escalation.Kind regards,Aiden Doyle

I am writing again regarding my vehicle (registration BG16 GXX purchased from your Dundonald Used Cars department). Unfortunately, the experience has been extremely disappointing, both with the car itself and the level of service I have received.Shortly after the purchase, the radio/sat nav system failed within two days. While your complaints department eventually resolved the issue by arranging a new unit, the Dundonald branch mislead me for months insisting that parts were on order from China when this was not the case.Rust was also present on the bonnet. Dundonald attempted to repair this themselves, but the work was of poor quality and again had to be escalated before it was put right.In addition, I raised concerns with Gary Martin regarding issues highlighted by a VAG garage which needed repaired and should have been done under the extended warranty that I purchased. The car was sent to the garage on Boucher Road for repair, however the repairs have not been done correctly and following a recent bumper to bumper check the same problems have been identified again.I can send the reports if required for your review. I would appreciate a prompt resolution to these ongoing problems.Work highlighted by garage 2024* Pinhole in NSF inner cv boot- outer has been replaced and likely damaged when done by CH* PSF wishbone rear bush minor cracking* Rear prop shaft coupling crackingWork highlighted by garage 2024* PSF wishbone rear bush perished* Rear prop shaft damper perished* water pump chirpy ( this should have been done with timing belt (which was done by CH as part of agreement with dealership for purchase)* Start button slow response timeYours SincerelyNatalie Deronja07702491260

I was acknowledged and taken immediate care of throughout

Evening DavidI’ve looked over the report from RAC about the battery in the A3 which I collected on Monday afternoon.It states the battery failed their tests and they recommend a replacement.The battery results were showing as 0% state of health and 0% state of chargeWill this cause any problems with any sensors in the car due to the battery being completely dead?The problem I have is that I’m going to be working 12 Hr shifts the next 3 days along with Monday and Tuesday.The RAC technician stated he did not think the battery would last even til Saturday to even make it to your dealership for a replacement.Is there anyway a replacement battery could be done at my property?This is already causing considerable disruption as my wife was unable to attend the office today and we had no car to bring the kids to and from school as I had to take hers for a 7am start,Part of the reason for buying a car thru a dealership such as yourselves was that the car would have been checked over prior to purchase.As per your terms and conditions (Vehicle Sales T&Cs | Northern Ireland| Charles Hurst) I only have 14 days to return the car if I am unhappy with it, I’m assuming anytime the car isn’t on the road doesn’t eat into this 14 day period?Thanks

I bought my car on 2nd January 2026, within a day of owning it, I realised one of the Air Con buttons was broken, and the following day, Jan 3, I got a fault on the dash for the emergency SOS system. I got it booked in for diagnostic and travelled back to Dundonald to have it looked at. I was informed they would need the car for the full day, so had to rebook and instead at Charles Hurst Lexus Belfast as it was closer to home.When rebooking, I had to mention an additional issue I had since discovered where a plastic trim for the back of the taillight had fell off and seemingly had previously been double-sided taped back on (I had emailed my salesperson, Jack Cunningham, about this and he never replied). I had noticed an acute suspension noise during this period but already had my diagnostic booked, as it began getting worse and louder. I emailed Jack at Dundonald (and never received a reply), and a follow up email to his supervisor, Andrew Cochrane. Someone else, namely Andrew Bingham, I assume from Service and Parts emailed me back and stated that the issues had been looked at and a warranty claim is waiting to be approved, and no other issues were identified. I emailed back and stated that the suspension issue, I had not yet had checked but was not happy with the quality of the car and was reserving my Right to Reject within 30 days as faults were reported in good time. He asserted that they were going to pursue the route of fixing the vehicle instead. I gave him a call to discuss and he put me through to the booking line. I now have an appointment 2 weeks away and will have to lose use of the car for a full day and drive with these issues in the meantime. I called Andrew back to inform him I got booked and also to state that I was unhappy with the condition the car was sold to me in and that I felt like some necessary checks had not been thorough or overlooked.He repeatedly told me that the issues were only minor and that the car had only been in once in my ownership. I described to him the inconvenience of having to book my car in and lose use of it for a full day, as well as having to book it a second time for a separate issue within a month of owning the vehicle. I stated I wasn’t happy with the condition and wasn’t sure if i should be driving the car, he advised me to call to Dundonald on Friday to have it looked at with their team to make sure it wasn’t severe, which again is another inconvenience for me that is far away. I told Andrew, while the issues were minor, 4 minor issues is a major issue for me, and i’m not fully convinced that the suspension noise is a minor issue. Andrew told me again that the other issues were minor and that if i was that concerned about the suspension that I should call RAC and have it recovered to Charles Hurst. I wasn’t happy with this approach and repeatedly had to state that I wasn’t happy with having so many minor issues so soon on.I am feeling rather distraught after financing this vehicle for over 18000 pounds all but a month ago and having so many issues with it so far and having no provisions made to me. I feel like the whole experience has been a host of inconveniences and difficulty trying to get these problems resolved. My emails have been ignored previously, I am worried about driving the car with no SOS and faulty suspension. The other issues, while still not happy, are simply comfort ones, so i’m fine to wait. The issues I am having have been down played over phone conversations and each time I have to book it in I lose the car for a full day and have to wait a long time to have it repaired due to warranty approval etc.Thanks to the person handling this complaint for me. I hope there is maybe something you could do for me. I would like to add that Andrew Bingham was very accommodating to me in the short despite our mobile phone conversation leaving me somewhat upset.

Car for sale had a recall notice which the sales rep knew nothing about and said that couldn't be possible as it is always checked before sale. Lost complete trust from this point on.

I had booked a test drive for a specific automatic car. When I arrived, I was told it was reserved and unavailable for a test drive, which Cormac said he deliberately did not informed of beforehand as he wanted to get me in to view other cars. I wasted an hour travelling each way for no reason as I had no interest in viewing any other car. I was then shown a car that he said was “brand new in that day,” which was another lie as I had already seen on your website the week before. I was given conflicting advice about automatic vs manual cars, which felt misleading and patronising. Overall, the experience was frustrating and disappointing and I would not recommend Charles Hurst Dundonald to anyone.

I am writing to make a formal complaint regarding my experience at Charles Hurst Dundonald on the evening of 15 January with salesperson Cormac.I travelled from Dunmurry for a 7pm appointment to view and test drive a specific automatic Peugeot 208, which I had enquired about on Tuesday and booked for a test drive over the phone on Wednesday. My partner travelled from Portadown to attend with me. Between travel time and the appointment itself, this resulted in close to two hours spent travelling and attending.Prior to attending, I had been very clear that I was keen to purchase the vehicle if the test drive went well, with the intention of leaving a deposit on the night and paying the remaining balance over the weekend. I also declined another car viewing to attend this appointment.Only after arriving at the dealership was I informed that the automatic vehicle I had travelled to view was already reserved and therefore unavailable for a test drive. Cormac stated that he had not informed me in advance because he “really wanted to get me down” to show me a different car instead. Had I been told this beforehand, I would not have travelled.I was then shown an alternative Peugeot 208, which was a manual, had very high mileage, and was visibly damaged. I had already viewed this vehicle online a week previously and had no interest in it due to the mileage.I was also given contradictory information regarding automatic vehicles. The day prior, I was sent a personalised video and had a phone conversation strongly promoting the automatic, including being told that once I drove an automatic I would not want to return to a manual. However, in person I was told that an automatic would not be suitable for me as I had never driven one before, and that I should stick to a manual vehicle. This contradicted the information I had received previously.After the appointment, I was told that the automatic vehicle was reserved on finance and that if this fell through, I could return on Saturday for a test drive. However, my trust had been broken due to the lack of transparency, and I have no interest in engaging further with this salesperson.I feel this experience was misleading, a significant waste of time, and involved pressure to shift dead stock. This falls well below the standard of service I would expect from Charles Hurst, and I felt it was important to raise this formally.As a reputable dealership, I would expect transparency, honesty, and professional guidance for serious buyers. I would appreciate confirmation that this complaint has been received, along with details of any formal action taken to prevent this type of situation in the future.Kind regards,Aimee Donnelly

My problems commenced upon leaving the dealership, the break pad light was on, I was told this would turn itself off after a number of miles, needless to say this didn’t happen and after much back and forth the car was booked in and a replacement car arranged.Now here we are 5 months down the line, 7 warning lights are currently displayed on my dashboard, a problem that was reported back in November on the day it occurred, it took a further 2 weeks to get the car in with yourselves at the earliest appointment available, luckily I had just had surgery and was off work so being without a drivable car wasn’t a huge issue. The car was booked in on 9/12 we are now a further 5 weeks from this date all 7 lights remain on my dashboard with no date for repair in sight. Having paid for the extended warranty but also being less than 6 months from date of purchase I am disgusted with the length of time this has taken and seriously questioning the safety of me driving this car. I was led to believe paying for extended warranty was going to offer a no issues solution to rectifying any issues, this couldn’t be further from the truth. How is it possibly acceptable for repairs to take this long, I have a newborn baby and a second child to get to school in a car I do not believe is currently safe to drive.Customer service was great until the moment that I had out payment down for the car and since then I feel as if nobody has wanted to help which had left a particularly sour taste. I have never had issues such as these when purchasing cars direct from Audi, I am hugely disappointed with the customer service I have received following purchasing this car and think it’s completely unacceptable that I have been left with what I deem to be a car not fit for driving for 7 weeks. I would appreciate being contacted and a resolution to this problem being supplied asap.

Jack was great, he explained everything thoroughly and was very knowledgeable and helpful with all my enquiries. I didn't have to wait long for a test drive and he followed things up with me allowing me time to consider my purchase.