No response to emails or questions

I am writing to raise a formal complaint regarding the unacceptable experience I have had since purchasing a vehicle on PCP finance from Charles Hurst Group on 3rd September.The vehicle broke down on 13th October, barely six weeks after purchase, and it has now been sitting in your garage for over seven weeks, with no repair work even started. I am currently paying £420 per month for a car I do not have access to, which is completely unacceptable.The handling of this situation by your staff has caused significant stress and inconvenience. Shortly after the breakdown, we were accused of causing the damage ourselves, with one of your service staff, Erin, stating that the warranty “would see right through this,” strongly implying dishonesty on our part. This was not only inaccurate, as later confirmed by William Hewitt, but also deeply insulting. We were led to believe we would be forced to cover the damages—exceeding £10,000—with Erin suggesting we contact our car insurance creating further unnecessary stress.Additionally, despite initially being told we would receive a courtesy car, this was later refused once your staff wrongly assumed we had caused the damage. It then took over two weeks of repeated follow-up calls before a courtesy vehicle was finally provided. When I got the call back from William Hewitt after numerous attempts to contact him via email and phone, he reiterated how I was not entitled to a courtesy car (which I was fully aware of) but given the situation I felt it was the bare minimum Charles Hurst could provide. During this time, I was recovering from my third C-section, managing two older children at two different schools every day, all without a car we are paying for.Although your team eventually agreed to cover the repair, we have continued to experience unacceptable delays and poor communication. We were repeatedly told the car would be brought into the workshop, yet as of today—more than seven weeks later—the vehicle has still not been touched. Only after speaking with a manager yesterday were we told it is now due to go into the workshop next Monday, meaning it will have been over eight weeks since the breakdown before repairs even begin.The entire experience has been extremely distressing and far below the standard expected from a dealership of your size and reputation. The lack of communication, the accusations, the prolonged delays, the financial impact of paying for a car we cannot use, and the significant personal stress placed on my family are simply unacceptable.I am requesting:1. A formal written apology for the treatment we have received, including the unfounded accusations made by staff.2. A review of your investigation and communication process to prevent similar experiences for other customers.3. Appropriate compensation for the extended period without the vehicle, the delays in providing a courtesy car, and the distress caused throughout this process.I look forward to a response within 14 days as per your complaint-handling guidelines.

Nathan Donaghy, the salesperson was excellent. The test drive in a Kia Sportage was expertly guided by Nathan's knowledge of the vehicle. My wife and I were very impressed alround

Having contacted the sales team I was promised a video of the car by Aisling Morton (twice) and it was never sent to me.I asked for an official battery health check and wasn’t given one. Who’s gonna buy a used EV without a battery health check!Amateur behaviours is you ask me and certainly I wouldn’t deal with this dealer.

Dear [Recipient Name],I previously emailed VehicleComplaints@lookers.co.uk on 12 May 2025 at 09:58 regarding my complaint. While part of the issue was resolved, one aspect remains outstanding:The scratched/damaged gear knob that was agreed to be replaced by sales representative Clive Cowden prior to purchase has not been actioned.This was included in my original complaint and handled by your Customer Service & Resolutions Team (Caitlin assisted me). However, over a year later, this has still not been resolved.I was advised that Ricky Ayre (rickyayre@charleshurstgroup.co.uk) would order and fit the part, but I have had no response to my last email sent over three months ago. I’m unsure if he has forgotten or left the business.All email correspondence is available if required. Could you please confirm the next steps and arrange for this to be completed?

purchased in 08/25 4th time, recurring problem with the engine management light. The cust is now not wanting the vehicle and would like her money back. The dealership have advised that she would not be happy with the vehicle being fixed again.

Extremely pleased with the reception I receive at all times.

We purchased a car on the 28th of April and received it on the 15th May. We didn’t receive the car until the 15th because a dent was to be fixed and the guy was of sick. The car was supposed to be checked and serviced. The car was never serviced and there was a loud noise while reversing. We tried to charge the car on the Saturday the 17th of May at a fast charging station. The car would not charge. On the 23rd of May I arranged for the car to be looked at. The next date was 21 June.My wife delivered the car up to get these issues resolved. When my wife picked the car up the service was not complete, the child lock fault was still showing and the breaks and charger problem was still there.The service centre told me that there was no way of them being able to check the charger as they don’t have on and that the fast chargers at petrol stations only support Tesla’s.We then arranged for the car to go back up on the 20th August to Ferrari Charles hurst to get serviced and the child lock fixed and the Audi was going to sort out the service problem and brakes.When we picked up the car the service had been complete and the child lock problem had been fixed. The car is still squeezing when it’s reversed. The car charged at a fast charger on the day we picked it up.A few weeks ago I was running low on battery and tried to charge the car on a fast charger and the same fault came up. Both me and my wife had tried it on different charger in different locations using different charging accounts and the car will not accept fast charging.I arranged for the car to go in on the 7 th of November to get looked at again. My wife took another day of to leave the car up only to be told that it’s no longer under warranty. The 6th month warranty was still in place when I booked the car In. She was then told that have no way of testing the fast charger and they don’t know why it was sent there.At this stage this I would like to ask for a refund for the car. The car has the same two issues that it was sold with and I am not confident that the issue will be fixed.We are not prepared to keep running up and down the road to be met with obstacles and unprofessionalism. We have giving you every opportunity to fix the car and now that the warrant period is over the two issues that the car had 6months ago are still there.I look forward to hearing from you.

Originally raised on the 14.10.25 to the incorrect siteDear Sir / Madam, I am writing to lodge a formal complaint regarding the sale of my Kia Sportage (registration LGZ6477), purchased in October 2022 from Charles Hurst Mallusk, sold to me by Ashley surname unknown, Deputy Manager at the time. This letter sets out the facts, the legal basis of my complaint, and my required resolution. It is written in line with the Pre-Action Protocol for Civil Claims and will be used as evidence if this matter proceeds to court. Background & Facts At the time of purchase, I was a mother of two (my youngest under one year old), recovering from poor health due to lupus, and on maternity leave with a reduced income. I visited your dealership as I was called on a warm sales call invited up to simply to browse, as my BMW was functioning perfectly with no known issues. During the sales process, Ashley highlighted concerns about my BMW’s high mileage, particularly mentioning “timing belt issues” after 100,000 miles. She steered the conversation toward the Kia Sportage, stating its key selling point was the “5 years of remaining Kia warranty.” This warranty was positioned as the main reason I should buy the vehicle, given my health and financial situation, and it was the sole factor that convinced me to proceed with the purchase. Within weeks of purchase, the car suffered electrical failures, which were repaired under your care. I continued regular servicing with my own mechanic (Downshare Motors, Holywood) and promptly addressed faults when they arose. For example, when an oil fault was raised, I took the car to Boucher Road, Charles Hurst Kia, for it to be fixed. Strangely, while they have a record of the fault and my car being taken to Kia Charles Hurst, there is no record of the repair. A year later, the car suffered a major mechanical failure related to that same oil fault. In April 2025, my car was left with Charles Hurst due to engine failure (oil issue). I have now been informed that the engine requires replacement, costing £5,900. Kia Warranty has refused to cover the repair on the grounds that the vehicle was not serviced in 2020 and 2021 within the mileage requirements — something I was never informed of at the point of sale. I have since been advised by Kia’s warranty team that all dealerships are fully aware of these rules. I am particularly concerned that since raising my initial complaint on 10/09/2025, I have received no correspondence whatsoever from your team, despite repeated follow-ups. This lack of communication is unacceptable. Had I been told about this critical fact at the time of sale, I would never have purchased this car. This omission constitutes misrepresentation and breaches multiple consumer protection laws. Legal Basis of Complaint 1. Consumer Rights Act 2015 Section 9 – Goods to be of satisfactory quality Section 11 – Goods to match description Section 14 – Goods to be fit for particular purpose You expressly described this vehicle as having 5 years of Kia warranty remaining. This was false, as the warranty was already void. The vehicle therefore does not meet the statutory requirements of being as described, fit for purpose, or of satisfactory quality. 2. Misrepresentation Act 1967 Your failure to disclose the service history gaps that voided the warranty, despite this being material to the sale, constitutes at least negligent misrepresentation. 3. Consumer Protection from Unfair Trading Regulations 2008 (CPRs) By failing to inform me that the warranty was invalid, you caused me to purchase a vehicle I would never have otherwise bought. This situation has caused severe financial hardship, significant stress, and deterioration of my health. I am now without a vehicle, unable to afford repairs, and struggling to manage as a mother of two with serious health issues. Resolution Required To resolve this matter without escalation to formal legal action, I require Charles Hurst Mallusk to: 1. Cover the full cost of the engine replacement and restore my vehicle to a roadworthy condition at no cost to me. I am happy to accept a second half engine. 2. Confirm receipt of this complaint immediately and provide a timeline for resolution, in line with the Motor Ombudsman’s complaint handling code and Northern Ireland Trading Standards procedures. If I do not receive a satisfactory resolution within 14 days, I will: Escalate this to Trading Standards Service Northern Ireland and The Motor Ombudsman. Commence legal proceedings under the Consumer Rights Act 2015 and Misrepresentation Act 1967. Publicise my experience with the media and relevant consumer advocacy platforms. I have already sought legal advice and have refrained from publicising this matter to give Charles Hurst the opportunity to rectify it internally. I request this complaint be escalated to senior management without delay, and I expect ongoing updates throughout, as per your formal complaints procedure. I can provide all correspondence with Kia Warranty, clearly showing that the warranty failed due to mileage and service gaps in 2020 and 2021. The car had electrical faults within weeks of purchase, and now, less than six years old, it requires a full engine replacement. Yours faithfully, Frankie Kennedy & Chris Kennedy

Dear Sir / Madam, I am writing to lodge a formal complaint regarding the sale of my Kia Sportage (registration LGZ6477), purchased in October 2022 from Charles Hurst Mallusk, sold to me by Ashley surname unknown, Deputy Manager at the time. This letter sets out the facts, the legal basis of my complaint, and my required resolution. It is written in line with the Pre-Action Protocol for Civil Claims and will be used as evidence if this matter proceeds to court. Background & Facts At the time of purchase, I was a mother of two (my youngest under one year old), recovering from poor health due to lupus, and on maternity leave with a reduced income. I visited your dealership as I was called on a warm sales call invited up to simply to browse, as my BMW was functioning perfectly with no known issues. During the sales process, Ashley highlighted concerns about my BMW’s high mileage, particularly mentioning “timing belt issues” after 100,000 miles. She steered the conversation toward the Kia Sportage, stating its key selling point was the “5 years of remaining Kia warranty.” This warranty was positioned as the main reason I should buy the vehicle, given my health and financial situation, and it was the sole factor that convinced me to proceed with the purchase. Within weeks of purchase, the car suffered electrical failures, which were repaired under your care. I continued regular servicing with my own mechanic (Downshare Motors, Holywood) and promptly addressed faults when they arose. For example, when an oil fault was raised, I took the car to Boucher Road, Charles Hurst Kia, for it to be fixed. Strangely, while they have a record of the fault and my car being taken to Kia Charles Hurst, there is no record of the repair. A year later, the car suffered a major mechanical failure related to that same oil fault. In April 2025, my car was left with Charles Hurst due to engine failure (oil issue). I have now been informed that the engine requires replacement, costing £5,900. Kia Warranty has refused to cover the repair on the grounds that the vehicle was not serviced in 2020 and 2021 within the mileage requirements — something I was never informed of at the point of sale. I have since been advised by Kia’s warranty team that all dealerships are fully aware of these rules. I am particularly concerned that since raising my initial complaint on 10/09/2025, I have received no correspondence whatsoever from your team, despite repeated follow-ups. This lack of communication is unacceptable. Had I been told about this critical fact at the time of sale, I would never have purchased this car. This omission constitutes misrepresentation and breaches multiple consumer protection laws. Legal Basis of Complaint 1. Consumer Rights Act 2015 Section 9 – Goods to be of satisfactory quality Section 11 – Goods to match description Section 14 – Goods to be fit for particular purpose You expressly described this vehicle as having 5 years of Kia warranty remaining. This was false, as the warranty was already void. The vehicle therefore does not meet the statutory requirements of being as described, fit for purpose, or of satisfactory quality. 2. Misrepresentation Act 1967 Your failure to disclose the service history gaps that voided the warranty, despite this being material to the sale, constitutes at least negligent misrepresentation. 3. Consumer Protection from Unfair Trading Regulations 2008 (CPRs) By failing to inform me that the warranty was invalid, you caused me to purchase a vehicle I would never have otherwise bought. This situation has caused severe financial hardship, significant stress, and deterioration of my health. I am now without a vehicle, unable to afford repairs, and struggling to manage as a mother of two with serious health issues. Resolution Required To resolve this matter without escalation to formal legal action, I require Charles Hurst Mallusk to: 1. Cover the full cost of the engine replacement and restore my vehicle to a roadworthy condition at no cost to me. I am happy to accept a second half engine. 2. Confirm receipt of this complaint immediately and provide a timeline for resolution, in line with the Motor Ombudsman’s complaint handling code and Northern Ireland Trading Standards procedures. If I do not receive a satisfactory resolution within 14 days, I will: Escalate this to Trading Standards Service Northern Ireland and The Motor Ombudsman. Commence legal proceedings under the Consumer Rights Act 2015 and Misrepresentation Act 1967. Publicise my experience with the media and relevant consumer advocacy platforms. I have already sought legal advice and have refrained from publicising this matter to give Charles Hurst the opportunity to rectify it internally. I request this complaint be escalated to senior management without delay, and I expect ongoing updates throughout, as per your formal complaints procedure. I can provide all correspondence with Kia Warranty, clearly showing that the warranty failed due to mileage and service gaps in 2020 and 2021. The car had electrical faults within weeks of purchase, and now, less than six years old, it requires a full engine replacement. Yours faithfully, Frankie Kennedy & Chris Kennedy