Still awaiting info

QA SUBMITTING ON CUSTOMERS BEHALF (GARDX DOCUMENT NOT SIGNED)I would like to add some clarification regarding the GardX.I genuinely do not believe I purchased or agreed to GardX. At the time of buying the vehicle, I had already raised that the car required paint correction work, which still has not yet been completed and is something I am currently arranging.Given that, it wouldn’t have made sense for me to purchase GardX beforehand, as any protection treatment would typically be applied after paint correction is carried out.For that reason, I am quite confident that GardX was not something I requested.I would appreciate it if you could look into this and confirm.Also, at the time of purchasing the vehicle, I was informed that the V5 had been lost and a new one had been ordered. I still have not received this, so I would appreciate an update on that as well.In relation to GardX, I do not believe this was included in my purchase. I did not receive any aftercare pack, and from previous experience, I would have expected items such as shampoo and cleaning products, which I did not get. I also do not recall signing any paperwork agreeing to GardX, nor do I believe I requested it.There was a sticker on the top left-hand side of the windscreen, but it appeared to be old and possibly from a previous application.

I have not heard from my complaint Ticket 87614071

Dear Sirs,I am writing to make a formal complaint about Aisling Morton from the Newtownabbey Used Direct team. We purchased the above car in the first week of February 2026. When the car was collected it had an awful dog smell, which did not seem to be there when we viewed the car. In addition, one the vents was broken and the screen was temperamental.I contacted Aisling on 9th February to advise of the smell and asked for the car to be cleaned. She initially responded quickly and was apologetic. She advised that the car could be collected by the team, however on 10th Feb no one showed up to the collect the car and I could not get a hold of Aisling to ask why no one showed up at the arranged time. I emailed Aisling the next day and phoned but it was very difficult to reach her. It was finally arranged for the car to be collected on 17th February and again no one attended to collect it. I phoned and emailed Aisling but did not received a response.I thankfully received a call from Toyota to arrange bringing the car in for the vent to be fixed. It later turned out that the car would be cleaned at the same time when it was in with Toyota. When it was brought in to Toyota, they needed to order a part. It was re-booked in with Toyota for 16th March to be fixed and the cleaning team would also clean it that day.I dropped the car on 16th March and at no point was I advised that it would need to be kept overnight. Aisling did not communicate with me throughout any of this and, instead, I was directed to Gemma from Toyota. She was so helpful but she ended up being a messenger for Aisling when the car wasn't ready etc. I phoned in the afternoon of 16th March because I wondered when it would be ready to collect and I was advised that the car was needed until the next day. I was attending a wedding on the Monday night so this was not okay. A courtesy car was arranged for me at 4.30pm. I brought the courtesy car back on Wednesday afternoon as this was what had been arranged but it was 'locked in' and was not ready. I returned on Thursday after work and the car was still not ready.I sent an email to Aisling's boss that evening as I was very unhappy with the lack of communication from Aisling. She rang on the Friday morning to advise that the car was ready. When I collected it on 20th March the Apple Car Play bluetooth stick was missing. Aisling was very rude when I asked to speak to her and her response was "what's all this about". When I explained, she went away for a while to try and look for it. When she returned she said that it had been lost and said that the cleaning team had seen it earlier but it couldn't be located.. She told me to send a link to the item and that it would be ordered for us. I thanked her and left.On the Monday I sent a link to Aisling and Gemma. To date Aisling has never replied and the item has not been received. I rang her last week and she said "that's nothing to do with me, that's the cleaning team". Even though she is the one who told me to send the link, this was her response. She said that she 'believed the cleaning team have ordered it but will email them'.I have since emailed her for an update and haven't received a response. I am appalled at her customer service and her complete failure to follow through with anything she says. I do not believe the link was even sent to the cleaning team as it has been almost 6 weeks and nothing has been received.Please let me know if you need any further information.Kind regards,Hannah Newburn

We purchased our car from Aisling. From the beginning she was awful at communicating. The car had a really bad smell when we collected it so we asked for it to be brought in and cleaned. One of the vents was also broken so it needed to be fixed. It took such a long time for the car to be brought in. On two occasions Aisling said that the car would be collected from our home address and no one arrived to collect it. It tried to email and phone Aisling to rearrange but I was always told she was not available, nor did she respond to my emails. The car was finally brought in by the Toyota team (Gemma was amazing). It was to be cleaned on Monday 16th March and no one told me the car would need to be kept overnight until I rang later in the day to check if it was ready. A courtesy car had to be arranged as we were going away on the Tuesday. I attended on the Wednesday to collect the car, it wasn't ready. I attended on the Thursday to collect the car and it wasn't ready. At no point did Aisling tell me that they would need the car until Friday to clean it. I already sent a complaint email on the Thursday evening to Aisling's boss but received no response.When it was finally ready on the Friday I noticed that the Apple Car Play Bluetooth stick was gone. I was told that it had been lost and I should send a link so that it could be purchased for us and sent to our address. To date this still has not been received and that was almost 6 weeks ago. When I email Aisling about it she does not respond. When I phoned Aisling last week she advised that it was "nothing to do with her" even though she told me to send the link. I have since asked for an update from the cleaning team because, apparently, they are supposed to order the lost item.From beginning to end (and it hasn't even ended yet) it has been an awful experience. We would like the Car Play Bluetooth to be replaced as soon as possible.

This is a follow up to my complaints which I lodged on the 17/2/26 (ticket number 86116881) and 11/3/26 (ticket number 86751588). I have yet to receive a response to my complaint! On your website it states:‘We aim to resolve most complaints within 5 business days. Complex matters may take longer, but we’ll keep you updated throughout. If your concern isn’t resolved within 14 working days, it will be escalated to the relevant operational director for review.’Well my complaint has not been responded to within 5 working days and not responded to within 14 working days either. I have had no correspondence from yourselves at all! Has it now been escalated to the relevant operational director for review as per your website extract above? Or what is happening? This is just typical that Charles Hurst got the car sale and don’t care one bit once the sale was done!!

Bought car Thursday 16th April arranged to pick up Friday 23rd told all work would be completedPromised 4 new tyres got two front tyresTold they would replace back tyres next wk that there was a miscalculation in tyre depth that there tyre measurement device was not accuratePromised new mats as ones in car were not proper ones did not fitWe were in a hurry in the Friday promised car for 3.30 pm we arrived at 3 pm car was not cleaned handle not fixed told it would be replaced paint chipped they touched in withh paint penWe waited 4.45 pm then they said needed petrol one of technicians took it around to tescos put petrol in when car was supposedly cleaned when he came back he said to sales rep there’s a smell in car I was within hearing distance sales rep said what he repeated saying there’s a smell in car like wet dog daughter was so exited so I let it go telling her I would get it valet for herOn way home my wife was in car with her had to pull in as car when over 50 miles per hour was shuttering stearing wheel was vibrating badly so I had to drive the car home told car was checked very concerned that car was just washed and sent outWas also told there was a timing belt replacement done as there were cracks in the belt the car is 3 years old 32000 miles ??? I’m nearly 60 and have never had an exsperience like that lied toAlso told he would email next service due and all the work that was completed still waiting very unprofessionalUnfortunately the car was not for me as I would of told them don’t want itWon’t let daughter drive car because it’s unsafe in my opinion don’t know what to do next I’m disgusted with the serviceBasically have bought a car that is not safe to drive for my daughter

Good friendly staff, accommodating.Lost two stars due to the car not being fully prepared for a test drive though admittedly I was early. I did make it clear however that I was happy to walk about for an hour and look at other cars while waiting. When the car was brought round it was neat and clean and well presented. It was a hybrid and unfortunately the battery was not charged so was not able to experience the full experience. It was kind of just like driving a heavier diesel 3 series.In terms of communication, the sales person told me they would email me a walk round of the car. I never received the email.Not a great experience to be fair overall. I don’t have anything bad to say about the company but unfortunately they didn’t meet my expectations.

Car was supposed to be brought from Belfast to Newtownabbey and it wasn't...and instead of just saying he hadn't kept his word...lead me a merry dance from show room to the mechanic bay instead of just owning up

Could I get an update please on ticket number 87297325 please