Booked car for a test drive at 4pm . Arrived at 4 pm to be told someone would see me shortly . At 4.20 I was told car would be ready soon . At 4.40 I was toldIt would ready in another 10 mins . As I had another appointment at 5.15 I had to leave without seeing or having a test drive in the car.Overall experience was very disappointing.

I am writing to raise a formal complaint regarding my 2020 Peugeot 5008 (1.5 BlueHDi, registration CV20 NFG), which I purchased from your dealership on 10 January 2025 for £16,740.The vehicle has now suffered a major engine failure requiring a full engine replacement. This is entirely unacceptable for a car of this age and very low mileage (just over 5,000 miles since purchase) and represents a clear breach of the Consumer Rights Act 2015, as the vehicle is neither of satisfactory quality nor durable.Although the car is now just outside its 6-month warranty period, I previously contacted your team about dashboard warning lights and provided screenshots as evidence. My concerns were dismissed at the time without proper investigation. These earlier faults may have been linked to the current engine failure and must therefore be considered as part of this complaint.I also requested the full service history and manufacturer’s documentation when purchasing the vehicle, but these were never provided. I have proof of these requests. The omission of this information prevents me from verifying the vehicle’s maintenance record and may amount to a failure to disclose material information.I am particularly concerned about the conflicting and unprofessional communication I have received:• On 13/10/2025, Chris advised me that it was not the dealership’s responsibility to recover my vehicle but assured me that if I arranged recovery, a diagnostic check would be performed free of charge.• On 15/10/2025, Sam from Vauxhall Service Repairs told me I would need to recover the vehicle again to Peugeot and that the diagnostic report would not be shared. When I sought clarification, he refused to provide details and ended the call abruptly.This inconsistent handling has caused significant inconvenience, stress, and expense. As a registered childminder serving local schools, I rely on this vehicle daily for the safe transport of children, and this situation has severely disrupted my work.Under the Consumer Rights Act 2015, faults arising within six months of purchase are presumed to have been present at the time of sale unless proven otherwise. Given that I reported issues within this period, responsibility rests with your dealership.I therefore request that you:1. Arrange for the vehicle to be repaired at no cost to me, or2. Replace it with one of equivalent value and specification, or3. If neither is possible, provide a full refund or appropriate price reduction.Please provide a written response within 14 days confirming how you intend to resolve this matter.I have also notified Tesco Bank, who financed the purchase, as they may share liability under Section 75 of the Consumer Credit Act 1974. If I do not receive a satisfactory response within 14 days, I will escalate the matter to The Motor Ombudsman and, if necessary, pursue the claim through Small Claims Court.

Sam was brilliant he was friendly kind and let us take our time.He put no pressure on me.Honestly made the decision so easy

Martin McKenna was very friendly and helpful

Poor communication, let down by unprofessionalism. Car was sold and I wasn’t informed there was more interest.

Dear Charles Hurst UsedirectI am writing to you in regards to the Audi A5 (WH19 EVV/JSZ 5460) that I purchased on the 22nd July 2025 (collected on 24th July 2025) from Charles Hurst Usedirect Premium Direct Newtownabbey.The vehicle was incorrectly advertised as having "a Bang & Olufsen sound system" as can be seen in the original advert (https://www.charleshurstgroup.co.uk/usedirect/used-car/audi/a5/40-tfsi-black-edition-2dr-s-tronic/id/727993)(archive) in the "General" tab. Unfortunately the vehicle only has the base model sound system, which I confirmed directly with Audi Belfast on 29th July 2025.I first reported this issue on the phone to Chris Irwin (christopherirwin@charleshurstgroup.co.uk) on 29th July 2025 who originally sold me the car, in which I was told that he would talk to his boss and get back to me. I was never contacted so called again on the 6th August, 18th August, 28th August and 18th September and each time was told that they would get back to me, however I was never contacted.During my calls with Chris Irwin I suggested a partial refund as it is not possible to retroactively fit the premium Bang & Olufsen sound system.I have now sought advice from NIDirect Consumerline who have advised that in relation to the Consumer Rights Act 2015 the goods must be as described and if they are not, the seller is required to supply the goods as described or to give a refund. As the goods cannot be supplied as described, I would like to request a partial refund.The original cost of the Bang & Olufsen sound system when new was over £2000. I suggest a refund of £1000.Please regard this email as a formal complaint. I would be grateful if you would get back to me within seven days.P.S. On 24th September I sent this email to feedback@charleshurstgroup.co.uk but did not receive any reply.Kind Regards

Did not receive walkaround video.

Unfortunately the sales person was less than interested in selling the car to me. Anytime I had any questions when I phoned up and was put through to my sales person they would laugh and say it was all under control. Despite the fact it wasn’t and I was kept in the dark through most of the process. I was upsold carsmetic on multiple occasions despite never having displayed any interest in this and when I asked a simple question regarding a mark on the bumper I never received and answer. It seems as though the sales person was more concerned with their pay than my sale. I have no doubt they wanted to get me to pay for Carsmetic so this would cover the repair of the bumper which wasn’t my fault. I could not in good faith recommend Charles Hurst

Good afternoon,I have emailed Clive, but have received no response!My partner, Eithne, purchased the vehicle on Saturday 27th September, NGZ6908. I believe the vehicle had not undertaken a PDI, as we had made a verbal agreement with Clive that the car be serviced, as it was overdue. We were assured it would be carried out. The service has not been done! The battery is also faulty, and the nearside rear tyre was only inflated to 15 psi, activating the TPMS.This causes me grave concern, that Clive can happily take £17,499 off a customer without carrying out a proper PDI before handing the vehicle over to the customer. I wonder what else hasn’t been checked?It would be good customer service if you gave this prompt attention with a swift reply.Yours Faithfully,

My partner purchased a mini on Saturday 27th September. We had a verbal agreement with Clive that it would be serviced, as it was due. The service was NOT carried out, & I believe a PDI was NOT carried out on the vehicle, as the battery is faulty, & the rear nearside tyre was only inflated to 15psi, activating the tpms. This worries me that what else was not checked?