This may take a while. I purchased a used Toyota Aygo FSZ4192 from your Dundonald branch a couple of years ago for my wife. Unfortunately shortly after buying she hit a pothole damaging the rim causing the tyre to deflate. It was at this point we realised there was no locking nut supplied with the vehicle. I contacted yourselves and someone came out to the house, used the can of tyreweld from the vehicle and recovered it to the dealership. Where they removed the damaged wheel and put on the space saver, promising they would supply a replacement locking nut. I got the wheel repaired, and then received a call to say you couldn't get a replacement nut and to bring the car in and they'd take all the locking nuts off and replace them with a new set. I took the car in and was left sitting for approximately 3 hours for the nuts to be replaced. No new locking nuts were fitted, just standard ones.I was promised that once they arrived in stock arrived that someone would be in contact and I could collect them along with a replacement can of tyreweld. 18 months later and I'm still waiting. I was going to let it lie, but then I made the mistake of purchasing another vehicle from you.On 31st January 2026 I picked up an Audi A5 from your Newtownabbey Used direct branch. I had been assured that the vehicle had been serviced and two new tyres fitted prior to me collecting it. Recently it started to show an oil change warning, which seemed...unusual?...given that it was supposed to have been serviced no more than 4 months ago. Seeing as it took your technicians 3 hours to change 3 nuts I decided to take it to my mechanic. Much to my surprise he informed me it required new rear suspension arms (front), new brake pads and discs on the front and that there was an issue with the camshaft bolts (I have a photo). He was also fit to tell me the newest tyres on the vehicle were 2023. Given I've driven no more than 1200 miles i find it frankly unbelievable that these issues have arisen since your 'service' and I have clearly been lied to about the new tyres.I would like to think you will now supply and fit two new tyres, as well as reimburse me for the sizeable cost of repair. A set of locking nuts for an Aygo and a tin of tyreweld won't go amiss either.

I've had no reply from my complaint not good

Subject: URGENT: Formal Complaint – Vehicle Purchase & Ownership Issue (19 August 2025)To Whom It May Concern,I am writing to raise a formal and urgent complaint regarding the vehicle I purchased from representative Aisling McCrory, at Charles Hurst Used Cars Direct Newtownabbey Branch on 19th August 2025.Since purchasing the vehicle, I have experienced several serious issues. On 26 September 2025, I contacted Aisling by email regarding faults with the brakes, which were grinding and shuddering while driving. I received no response and had to contact Charles Hurst directly. The vehicle was later inspected by Nissan, who advised that the car had not been serviced prior to sale, despite me being told this had been completed before collection. This was extremely concerning.In October 2025, I also received an urgent letter from the DVLA stating that my part-exchange vehicle (white Renault) had not been registered. I had already returned the logbook to your dealership the week after collection, but I received no confirmation or follow-up, and no apology for this error.More recently, in March 2026, the vehicle broke down multiple times and required jump-starting. After contacting your team and eventually speaking with Aisling, the car was taken to Nissan, who confirmed that the battery required replacement. Given the age of the vehicle and the ongoing issues since purchase, I made it clear that I would not accept any cost for this repair.The situation has now escalated significantly. On Thursday 14 May 2026, a representative from Toyota Financial Services attended my home and informed me that the vehicle is still subject to an outstanding hire purchase agreement. I was advised that they remain the legal owners of the vehicle and have issued documentation warning that they may take steps to repossess it if the matter is not resolved. I am suffering from extreme anxiety as they have called to my home and I am concerned that there is a breach of consumer confidentiality; as they have my personal details including my name and address.This is extremely distressing and completely unacceptable. I purchased this vehicle in good faith, and it should have been free from any outstanding finance or legal claims.Under the Consumer Rights Act 2015, the vehicle should be of satisfactory quality, fit for purpose, as described, and free from any outstanding finance. Based on the issues outlined above, I do not believe these obligations have been met.Given the seriousness of this situation, I expect a full written response within 7 days.If this matter is not resolved promptly, I will escalate my complaint to the Motor Ombudsman, Trading Standards, and the Financial Conduct Authority, and I am currently seeking legal advice.Regards,Megan Brown

I am writing to make a formal complaint regarding the level of customer service we have received following the purchase of our vehicle from Usedirect in August 2025.Since raising concerns regarding an issue with one of the alloys, we have been extremely disappointed with the attitude and manner in which we have been dealt with by a member of your sales team. We fully understand that sales staff have a job to do when selling vehicles to customers, however we feel that the level of customer service and professionalism shown from the time of purchase to now has changed significantly, and not in a positive way.When purchasing the vehicle, we also purchased alloy cover under the impression from the sales team that issues relating to alloy damage would be appropriately supported. We had previously raised concerns regarding this alloy and, following discussions with the warranty team, it was agreed that repairs would be carried out as the alloy had previously been damaged and welded before the vehicle was sold to us.What is particularly concerning is that this previous weld had reportedly been identified during the checks carried out prior to the sale of the vehicle, however we were never informed of this at the point of purchase. We only became aware of the previous weld after raising our first concern in March, when the alloy first appeared to have a fault.Now that further issues have arisen with the same alloy, instead of receiving support or assistance in trying to resolve the matter, we have felt challenged and dismissed. We were particularly unhappy with comments made to us such as, “If I sold you a car and it got a scruff on the bumper it’s not up to warranty to fix.” We do not feel this is a fair comparison. A cosmetic scruff on a bumper is not a safety concern, whereas a damaged alloy has the potential to affect the safety of the vehicle and could potentially lead to harm should a tyre fail or burst while driving due to issues with the alloy itself.We expected a more professional and customer-focused response, particularly considering the circumstances and the fact we have tried to resolve this reasonably throughout. We are not simply complaining about wear and tear — this concerns an alloy with a known prior issue that we were not made aware of when purchasing the vehicle.At this stage, we would appreciate this matter being reviewed by management and for consideration to be given to a more suitable resolution, including replacement of the alloy rather than repeated repairs to a wheel that appears to have ongoing structural issues.We would also appreciate feedback regarding the manner in which this complaint and our concerns have been handled by the sales representative involved

I have an ongoing complaint initially submitted by the Financial Ombudsman on the 9th April, I was then contacted on the 13th April 2026 advising someone was dealing with my complaint and I would be contacted in due course. However, I have not received any further communication since. Can you please confirm who is handling my complaint and provide an update regarding its process?

Clive was a great help to us when buying our car.

Dear Customer Service & Complaints Team,I am writing to formally raise a complaint regarding the non-refund of a £250 deposit paid to Charles Hurst Newtownabbey in connection with a proposed vehicle purchase through hire purchase finance.Following discussions regarding the finance agreement, I decided not to proceed with the transaction due to the high APR attached to the proposed hire purchase terms. I communicated my decision accordingly and expected my deposit to be refunded.Since then, I have made several follow-up calls regarding the refund. On multiple occasions, I was informed by the sales executive, Martins, that he would check with the finance department and call me back with an update. Unfortunately, I have not received any callback or clear information regarding when the refund will be processed.If there is any basis upon which the refund is being withheld, please provide the relevant terms and conditions in writing.Please treat this email as a formal complaint. If this matter is not resolved promptly, I will consider escalating the complaint further, including through my bank/card provider and, where appropriate, the Financial Ombudsman Service.I look forward to your response within 7 days.Kind regards,Charles Oghoghor

Hi all,Unfortunately our car that we recently purchased from Charles Hurst in January 2026 broke down yesterday, 4th April and following this and other issues noted below, we are writing to formally complain.Within the first 7 days of ownership, an engine warning light appeared on the dashboard. Despite promptly reporting this issue in the first week of February, it took nearly two months to secure an appointment and have the fault addressed. During this period, we experienced repeated difficulties, including cancellations and poor communication. When the vehicle was eventually collected and repaired on 30 April, we were not notified that it was ready for collection. Additionally, when the car was picked up and taken for the service a Charles Hurst vehicle was left obstructing a neighbour’s property for over 48 hours, causing them inconvenience and placing us in an awkward position.Further, the valet carried out on the car at the point of sale was also substandard as accepted by yourselves and we are still waiting for the car to be given a satisfactory valet.Unfortunately, the situation has now escalated further. Yesterday, while driving with young children in the car, a coolant line suddenly ruptured without warning and a cloud of smoke filled the windscreen, forcing us to make an emergency stop on a road with no hard shoulder. This was an extremely distressing and dangerous situation. After identifying this critical failure, we were left to arrange recovery ourselves, which involved multiple journeys of approximately 80 miles at our cost and significant inconvenience as several young children were in the car at the time. We also had to cover £120 recovery cost over a bank holiday weekend.Given that this is a newly purchased car, the series of faults and the inconvenience, cost, and safety concerns we have experienced are completely unacceptable.As a direct consequence of the vehicle being unsafe to drive, we are having to use an alternative vehicle which we are actively trying to sell. This creates a real and immediate risk of being left without any vehicle should the sale complete, further compounding the inconvenience and disruption already caused. It also adds mileage and wear and tear to this vehicle further devaluing it.As a result of the above, we are therefore requesting:• The car to be picked up and repaired without cost to us with a written diagnostic and pressure test - nb the car cannot be driven in its current state. With a courtesy car to be provided whilst ours is off the road• The full service history and evidence of the service history prior to sale must be provided• Reimbursement of the £120 recovery cost• Reimbursement of the fuel for the 80mile round trip at £1.80p/litre• Compensation for the significant inconvenience, time, and disruption caused and the loss of use of the vehicle• A full explanation as to how a vehicle sold in this condition passed inspection• A complimentary extension of the 6month warranty in recognition of the issues encounteredShould the above not be provided in a timely fashion we will escalate this to the Motor Ombudsman and seek legal advice with a view to rejecting the vehicle and pursuing a full refund on the basis that the vehicle is not of satisfactory quality.We would appreciate a prompt response outlining how Charles Hurst intend to resolve this,Regards,Neil Spence

Fwd: The following email was sent to the relevant manager, Ricky Ayre, 28/04/2026 - no response receivedDear Ricky Ayre,I hope you don’t mind me reaching out directly, but I’m really struggling to get this situation resolved and I feel quite stuck at this point.I bought my car from Charles Hurst Newtownabbey in December 2024, with Christopher Irwin, and I also purchased an extended warranty at the time for peace of mind. I genuinely believed I was doing everything right and putting myself in a safe position.In April 2025, I noticed a warning light briefly appear and disappear, along with the car revving more than usual. I acted straight away and had the car sent via Charles Hurst to Ferrari for diagnostics. I was reassured nothing was wrong and that the car was fine, which gave me confidence to continue using it.Then on 24th March this year, another warning appeared and disappeared again. I stopped driving immediately and booked diagnostics through Charles Hurst with Lexus. When I drove it to the appointment, there were no warning lights showing, and I have photographic evidence of that.After inspection, I was told there were two major issues:- Failure of the mechatronic unit- Damage to the clutch caused by that failureWhat has been really difficult is that Assurant have refused to cover the clutch, even though it was damaged by a part that is covered. I completely understand policies need to be followed, but it’s hard to accept when I genuinely did everything I could as soon as I noticed a problem. After a lot of back and forth and feeling like I wasn’t getting anywhere, I agreed (reluctantly) to pay for the clutch myself and try to recover it later through mediation.Since then, things have become even more stressful. Lexus have said they cannot carry out the clutch repair themselves due to not having the correct equipment, and that the car needs to go to Alan McVeigh in East Belfast. I’ve now been told I’m expected to pay for the car to be transported there.This is where I’m really struggling to understand things. I handed the car over in a drivable condition, and now it isn’t. I don’t feel it’s fair that I should be responsible for additional costs because the repair centre arranged by Charles Hurst isn’t able to complete the work required.Paul Kealey (Lexus Service Advisor) mentioned this decision comes from Charles Hurst management, which is why I felt I needed to contact you.To be completely honest, I feel really let down. I trusted the process, followed advice at every stage, and now I’ve been without my car for over two months. It’s been incredibly stressful and upsetting trying to deal with this, especially when I thought the warranty would protect me in situations like this.I’m not looking for conflict, I just really need some help and a fair resolution. I would really appreciate if you could look into this and help with:- The transport costs for moving the vehicle- A review of the warranty decision regarding the clutch- Bringing this situation to a reasonable and fair outcomeI’m starting to feel like I may have to seek advice from Citizens Advice if I can’t get this resolved, which I would much rather avoid.Thank you for taking the time to read this. I would genuinely appreciate any help you can offer.Kind regards,Karen Carroll

I've had no response to my complaintTicket 87614071 if I do get response please email