Had organised to see car on Saturday but got voicemail Friday evening to say it was sold

Hi Matthew,Thank you for getting back to me, as discussed I was sold a product for the sum of £6750, I utilised the staff service offer of £500 deducted from this cost. This would have brought the product down to £6250. I placed a £1000 deposit bringing this down to £5250. I had contacted your sales advisor Aisling and stated I didn't want the Guard X or any added extras on the car, she never responded. She then rang myself to sign the terms of agreement and finance agreement so that the finance could go through in order to release the car, during this conversation she reassured me that the sum of the Guard x and any extra costs would be removed from this cost and as such I signed the agreement. My finance was put through blackhorse and I have a cash price of £8207 minus £1000 deposit bringing this to £7207, adding the charge for credit of which is £8973. I am repaying £203.95 per month for 44 months. In terms of this I was sold a product of which I stated I never wanted, I am now paying interest on a product of which I never asked for and I have had no correspondence from yourselves until today where you have kindly rang me back. Please find attached evidence of finance agreement with black horse and correspondence with Aisling Mccrory.Kind regards

Friendly, good service by sales staff.

Even though I missed out on the car, I had a great experience with Charles Hurst. The salesman who assisted me, Clive, was friendly, professional, and very knowledgeable. Excellent customer service — I’d happily deal with them again!

Our vehicle was booked in for a Kia Recall originally for June but you double booked so re-arranged for 11/8/25. We dropped the vehicle off on the Monday and we were provided with a courtesy car which we were told was an electric car. We do not have a vehicle charger at our home or near to our home address so this was not suitable. Luckily there was another customer there at the time who was happy to swap and take the electric car as his car was only in for a day therefore we had his courtesy car however it was a manual car and ours is an automatic due to medical reasons, but we were advised this was the only vehicle that was available. As we had already waited 2 months to book the vehicle in, we accepted. Next on Thursday 14th August I received a call from Lookers, Chester to ask if I still owned vehicle GM08 COS to which I replied "yes" and then the lady asked why it was parked on their premises ?? Completely shocked by this question I advised the vehicle was in for a Kia Recall to which she replied quite abruptly "oh I will need to speak to them". Why she didn't do this first before calling myself is very surprising but hopefully no harm done, just me left wondering if anyone communicates with each other at this garage. We heard nothing for weeks so on the 12th September I phoned for an update and was advised someone would call me back with an update. No-one called. Therefore on the 16th September I phoned again for an update and was advised you were awaiting one part and there was only 1 person who could fit it and they were currently on holiday. Therefore I left it another couple of weeks and phoned back on Friday 3rd October to be advised the part was due in on Monday 6th October. I therefore phoned back on the Monday to check the part had been received and to ascertain how long the repair will now take and was advised the part was now due in the following Tuesday being 14th October. I waited another week and phoned back on the 20th October for an update, I was advised someone would call me back, no one did. On 21st October, my husband phoned and was advised the job had not even been started, they were planning on stripping the car that day but they have had multiple people off sick and this has caused the delay. There is also only 1 member of staff who can do this job so they couldn't tell us how long this would now take. To our surprise we received a call on 23rd October to say the job was complete and the vehicle was ready to collect. My husband attended that day as he was struggling to drive the manual courtesy car and really needed his automatic back. On his arrival, he gave in his name and the girl behind the desk, who we think may have been called Olivia who said she needed to check the job had been completed. My husband tried to ask why they have had the vehicle for 10 weeks when the job actually only took 1 day and it was explained that the only person who could do the job had been off and that he was lucky to have been provided with a courtesy car, then she just looked at him blank and gave my husband the keys to his own vehicle. My husband asked if he needed to sign anything, she said "no" and carried on talking to the person sat next to her. As my husband did not know where his vehicle was parked, on his way out he asked where the vehicle was and in a flippant manner she just pointed to the door and said it was either up the side or round the back. My husband was fuming with this response and the way he was spoken to so just left and had a look for the car himself. From start to finish we found this process to be extremely unprofessional and as we do appreciate circumstances such as delayed parts and absent staff can arise, the level of communication has been appalling. Any time we phoned for an update, which we tried to keep to a minimum, we were made to feel like we were adding to their problems which was never our intention, we simply wanted to know what was happening after you having our vehicle for so long. Unfortunately our experience with this garage has put us off buying another Kia, which was our intention within the next 12 months and also any work / services etc for the Kia we own will now be taken to another garage.

Hi Paul, Christopher, and TeamI’m following up regarding the outstanding claim and invoice for €8,069.69 from Conlons BMW, relating to the turbocharger fault on my BMW M4 (TFZ 7692).It’s now been two weeks since Paul’s last update (14 October) confirming the claim was pending review, and I’ve had no further communication from Assurant or Charles Hurst since.Please confirm when payment of €8,069.69 will be issued to me, as all documentation and evidence required to support the claim, including diagnostics, BMW’s quotation, and receiving bank details, have already been provided in full.As you’re aware, all relevant evidence has been supplied multiple times, including diagnostic reports, BMW’s quotation, and written confirmation that the warranty was valid at the time of failure. The fault was reported to Charles Hurst back in August, well within the warranty period, and the subsequent delay has been entirely outside my control.This vehicle has now spent a significant amount of time off the road since purchase, more than nine weeks in total between repairs and ongoing warranty delays, which is clearly unreasonable.At this stage, I would appreciate a definitive update on authorisation and payment timing so that this matter can finally be resolved.Kind regards,Dave Brown

Was seen promptly and was helped with my enquires. Test driving a car was easy and I was able to come back again to drive it again.

Guy Zac in newtownabbey was great kept me informed of any new stock that suited what i was looking for and within my budget.

I am writing to formally raise a complaint regarding the Kia Sportage 2020, reg RGZ4776, I purchased from Charles Hurst Used Direct, on 12th September 2025, and collected on 15th September 2025.Since taking ownership, the vehicle has developed multiple serious faults within a very short period of time:• 25th September 2025: I had to return the vehicle due to smoke coming from under the bonnet and a strong burning smell. The car was with you for a full day and I was advised that the issue had been resolved.• 30th September 2025: The same problem occurred and I was required to return the vehicle again, where it was kept overnight for further repairs.• Today (20th October 2025): The oil fault light has illuminated, and I believe the vehicle is now leaking oil as suggested by the light coming on and fluid on the ground of my driveway overnight and also where my car was parked in work today, coupled with the oil warning light.Given that these issues have arisen so soon after purchase, and the car has already undergone multiple repair attempts, it is clear that the vehicle is not of satisfactory quality and not fit for purpose as set out under the Consumer Rights Act 2015.I have sought advice from Trading Standards, who have confirmed that I am within my rights to reject the vehicle and request a refund. They have also advised me that I should not drive the vehicle as it is not in a safe condition and requires immediate attention.I therefore ask that you confirm, within 5- 7 days, that my refund is being processed and when I can expect the money to be refunded to the bank account from which the original payment was taken. I would prefer to handle this amicably and directly with your dealership before taking the matter further.Please acknowledge receipt of this email and confirm the next steps in reply to this email.

This is in relation to a recent purchase from Charles Hurst Used in Newtownabbey.When I first viewed the vehicle, I flagged the frosted/misted headlight, and was assured by the sales representative that it would be replaced. He later apologised for the miscommunication. I believe the headlight was inspected during dry weather and appeared to function correctly, but I expressed concerns that moisture ingress would likely cause problems in wet conditions.Unfortunately, those concerns have now materialised. The headlight unit is failing – it’s displaying multiple warning messages, the indicator has stopped working, and a dim light remains on even when the vehicle is switched off and locked, which is now draining the 12V battery. I’ve attached comparison images of both headlights for your reference – I believe you'll agree the fault is visually apparent and beyond acceptable for a vehicle with just 20,000 miles.The vehicle is already booked in to check an issue with its brake assist front radar, and I’ve requested that the headlight issue be addressed at the same time. I’ve looped in the complaints team because this issue was identified at the time of purchase and I was assured it would be resolved.Only on the day of collection was I informed otherwise, which has now resulted in me needing to take time off work to bring the vehicle to Mallusk from my home in Omagh.This isn’t the level of service I’ve come to expect from Charles Hurst or the Lookers group. I've had several vehicles from the group in the past, and have many friends and family members, and never encountered issues like this. I was told, rather dismissively, that the car is used and not every issue could be fixed – but in my view, this isn't a minor flaw. On a car of this age and mileage, a faulty headlight unit should not be considered acceptable, and certainly not ‘normal.’I’d appreciate your support in getting this properly investigated and resolved under warranty.