________________________________________From: Jason HamptonSent: 18 March 2026 13:01To: feedback@charleshurstgroup.co.ukCc: MatthewSloan@charleshurstgroup.co.ukSubject: Formal Request to Reject Vehicle and Obtain Refund Under Consumer Rights Act 2015Subject: Formal Request to Reject Vehicle and Obtain Refund Under Consumer Rights Act 2015Dear Charles Hurst Team,Re: Volkswagen Tiguan SY67VGKI am writing to formally request the return of my vehicle and a refund, in accordance with my rights under the Consumer Rights Act 2015.My car failed to start again this morning, despite multiple previous repair attempts. I also have video evidence from last night showing the cooling fan running continuously from approximately 5:30pm until after 7:30pm, as well as the alarm activating several times without cause. I am now currently waiting on a call out from the RAC as once again, the car won't start. These issues clearly indicate an ongoing electrical fault.From the day I collected the car from the Used Direct Mallusk dealership—when it failed to start and required a jump start—this vehicle has been unreliable. It has been returned to Charles Hurst Renault on multiple occasions for repair, yet the same faults persist. This has caused significant disruption to my family and work life, and has been a considerable source of stress for both my wife and me.I have contacted the Citizens Advice Bureau, who have confirmed that within the first six months, the law presumes the fault was present at the time of purchase unless proven otherwise. Given the repeated failures and unsuccessful repair attempts, my consumer rights have been breached. I am no longer required to accept a further repair attempt, and I have lost confidence both in the vehicle and in the repair process to resolve this issue.I therefore request to exercise my right to reject the car and obtain a refund. I ask that you provide a clear breakdown of the refund calculation.Please respond at your earliest convenience to confirm the next steps.Yours sincerely,Jason Hampton07877264497

sales person changed his attitude overnight ,very strange behavour on telephone .

Very good

Very helpful

In relation to complaint Ticket 86116881. Submitted on 17th Feb. It said I would have a response within 14 working days. This has now passed and I haven’t heard a word!

I had originally seen the vehicle online so went to the next day to see the car. On arrival was informed car had been reserved but not updated on website. Frustrating however can understand vehicles can be reserved at any stage.I was contacted a few days later to be informed the vehicle was no longer reserved and sale did not go through. I went online and immediately reserved car paying the £250 deposit on the Saturday evening. I emailed the sales executive dealing with myself informing him of my intentions on being up first thing Monday morning to test drive the vehicle and if happy proceed to purchase. I phoned to let them know I couldn’t make it but my partner was going to go over on my behalf and that he would be with them within the hour. To this I was told it wouldn’t be an issue come on over and test drive the car. My partner arrived and car was not onsite. He was advised that the car was in boucher road and that it would be down shortly as they had requested it to be brought over first thing that morning. My partner waited for a number of hours and the car a no show. Boucher Road was contacted and nobody knew the whereabouts of the car. My partner left approximately 3hours later with still no sign of the car. At no stage where we informed that the car was not actually on site, wasting my partners time and expenses to get across and view the car.24hours later I reconnected the dealership to see what had happened and was informed the car had just arrived. Again I was working but partner went across to view car. I was able to nip across to see vehicle but unable to test drive it. Happy with car we had arranged to collect the following day. We went over the next day and collected the car. Disappointed in quality of cleanliness when collected. Car was dirty inside and out. Dirty footprints all over carpets and no protective sheets down to help minimise dirt. Seats did not appear to be valeted as all marked and stained. Not the quality I had expected after spending £11,000 on a car.A few days later I had noticed there appeared to be an issue with the cars thermostat. Car engine not coming up to heat and internal heating not working correctly. Phoned and got booked into workshop. Arrived for the appointment explained that I needed the car back for work the same day and was informed this couldn’t not be guaranteed so new appointment booked for end of month when I was off on annual leave so there was no panic of having car back in time for work. (Unable to use courtesy car due to business insurance for work).This week whilst driving to work engine management light came on along with all other system management lights. Dealship contacted and booked in. Was told I would be charged for hire car. At this stage I only had the car 10 days and already 2 separate faults within the vehicle. I have asked the sales representative for management details to discuss and have not been provided with such. I have enquired about a refund as vehicle not reliable or fit for purpose. Refusal to provide information.I look forward to your response

Inaccurate acceptance of imperfections with the car to justify pricing.

Was sent video which was a lazy effort, put me off dealing with you.It was a few seconds of the front of the car!

NO

The staff was very bad, got the car we came looking out for sold and never informed us, decided to give us alternative choice which was not what we wanted. Took time to process our application, we left and got sorted elsewhere within hours.