Hi there, I have previously raised a complaint. Ticket 85962675 on 10 February . I received a response stating I would be contacted within 14 days. This has now passed and I haven't been contacted.

cust purchased the vehicle 15.01.2026. Since the purchase of the vehicle the customer has had a lot of problems with it It has been back in to the dealership for repair on numerous occasions. Now the engine management light was on and they are unable to look at it for a week He would have to contact the warranty company and see f they will cover the cost.

The professional attitude of Chris one of your sales team. Unfortunately I was unable to buy the car due to health reasons but he was a gentleman and extremely helpful in every manor possible, I hope to deal with him when I'm better.

2 weeks and counting for my car

I’m still waiting on a call back from one of your salesmen, not a place I will be back to in a hurry

Car not prepared for viewing. Stains snd smell of dogs on inside.But maybe that’s what you do and prepare later.Either way it puts a customer off.Sales guy was nice and polite, no issues there

I am writing regarding my vehicle, Audi, etron GT, IMZ6418, purchased from your dealership on 11/10/2025.As you are aware, the vehicle developed the following fault(s): “Electrical system fault”. I returned the vehicle to you for repair on 23/01/2026 and again on 01/02/2026, and despite allowing you a reasonable opportunity to carry out the repair, the issue has not been resolved within a reasonable time, nor without significant inconvenience.Under the Consumer Rights Act 2015 (Northern Ireland), goods must be of satisfactory quality, fit for purpose, and as described. Where a fault arises, the Act provides the consumer with a right to a repair or replacement. However, if the trader fails to complete the repair within a reasonable time or without causing significant inconvenience, the consumer is entitled to exercise their final right to reject the goods.Given the ongoing issues and the failure to repair the vehicle satisfactorily within a reasonable timeframe, I am now exercising my final right to reject the vehicle under the Consumer Rights Act 2015 (NI).I am therefore requesting:• A full refund of the purchase price of £40436,• Plus reimbursement of any associated costs reasonably incurred as a result of this fault (e.g., recovery fees, diagnostic charges, etc., if applicable).Please confirm the arrangements for returning the vehicle and issuing the refund. I expect this matter to be resolved within 14 days of the date of this letter, as required under consumer law.If I do not receive a satisfactory response within this timeframe, I will have no option but to escalate the matter further, which may include seeking independent advice or pursuing the issue through the appropriate dispute resolution or legal channels.

Hi,I would like to submit a complaint against the overall service which we received when we bought a Renault Captur (Reg No URZ 3034) from the Charles Hurst Used Direct branch in Newtownabbey.When we bought the car from Clive we negotiated the following terms of the car sale:£250 off the CapturGardX to be includedService to be includedFull tank of petrolAlloys to be fixedStone chippings to be touched inIt all went well until the deal had happened and then we encountered a number of issues. I’ll detail them below:Antony sent the finance agreement which only deducted £200 off the Captur instead of £250 as well as charging us for GardX at a cost of £449. This was resulting in an extra £499 on to the price. We queried this and it was pretty much said the GardX wasn’t meant to be included in the deal and that is tough luck we are having. I wasn’t happy with this and challenged. After a bit of time it was agreed that the finance payments would be reduced around £10 per month. We agreed on this. However, disappointed that we had to fight for this. It did take around 4 attempts to get the finance paperwork correct.We agreed that we would pick the car up from Charles Hurst Newtownabbey on Thursday 29th January at 9am. We took the day off work. We also had insurance set up to be swapped over at 9am that morning. We headed up left the house at 7.30am and arrived in Newtownabbey only to be told the car wasn’t ready and it was still in getting the alloys fixed in Boucher Road. This to me is disgraceful! This was a total waste of a journey for us as well as a waste of a days leave in work. It was agreed that Clive would deliver the car to our house that night. I would like to say I appreciate Clive doing that. However, it is disappointing and annoying that the car wasn’t ready for us. It was mentioned that a full tank of petrol was put in the car as a goodwill gesture for the car not being there - but a full tank of petrol was part of the sale!I was not at home at the time that the car was delivered. However, when I did get home that night I had a look around it (something that I would have done if the car had been in Newtownabbey on the morning of the day of collection as it was supposed to be). Upon inspection I found that the stone chippings had not been touched in, the car wasn’t valeted or polished, the car wasn’t serviced. All of these were agreed as part of the deal! On top of this the batteries in the car keys were flashing to say low battery - disappointing to say the least after it just leaving Charles Hurst. I have had numerous correspondence with Clive and it was agreed that we would leave the car to Charles Hurst Newtownards and a staff member from Newtownabbey would collect the car and return it to there and the Newtownabbey branch would do the valet, service, fix the stone chippings and car key batteries again all things that should’ve been done before the car was handed over to us! I would have preferred if the car was sorted at Newtownards but I’m led to believe that Newtownards and Newtownabbey branches couldn’t appear to come to an agreement between themselves. I thought this would be the issues sorted! However, I don’t think they are. The stone chippings have been filled in and the car appears to now been valeted and polished. The car key batteries have not been replaced and I will get this sorted as it wasn’t part of the deal but in my opinion no car should leave without the car key batteries being checked! The other issue I have is I’m being told the car was serviced and that a docket was left in the car. The only docket I can see in the car is for a used car prep which was carried out prior to us even viewing the car and the service book has not been updated so to me that car has not been serviced and again another part of the deal of the car has not been met! This is all nearly 4 weeks since buying the car and nearly 3 weeks on from receiving the car! This should have been sorted before it was handed over!I would also like to point out that we had no hand over of the car were we were shown anything to do with it. Not the end of the world but my Mum recently bought a car from Phillips in Lisburn and the hand over was 2 hours long and shown every button in the car. The difference in standards between Charles Hurst and Phillips is frightening!Since all this I have checked the reviews online and it is clear that it is more than just us that have had issues with Charles Hurst.I’m extremely annoyed. This is not the most flashy or expensive car in Charles Hurst but this is the newest and most expensive car Lauren has ever bought and we have been left so disappointed with the whole Charles Hurst experience. The shine has definitely been took of buying a car from Charles Hurst!I have bought quite a few cars from Charles Hurst before but I would not buy from Charles Hurst again after this complete shambles!Neil07923079124

Careless and reckless sale of a vehicle and failed responsibilty of giving my 20 year old daughter who only passed her driving on sat 7th Feb to be in control of a vehicle as soon as she left the show room risking her life and her boyfriends life and others on the road that wasnt safe or road worthy. Your policy is about having a positive experience you have left her traumisted upset of the whole experience as she thought she was going to crash and hopefully yous havent put her of driving. Appalling service

Still waiting for them to call me back to say the car had returned from getting a part and that was Tuesday week ago