Dear Dealer Principal / Sales Manager,Re: Formal Complaint – Consumer Rights Act 2015.Vehicle Registration: AVI 6761Date of Purchase: 4 July 2025I am writing to raise a formal complaint under the Consumer Rights Act 2015 in relation to the above vehicle purchased from Charles Hurst Used Motors Newtownabbey.Both at my initial viewing of the car and at the point of sale, I was told by the salesperson that the vehicle was a hybrid capable of operating on electric power at low speeds (up to approximately 30 mph). I have since established that the vehicle is an ISG mild hybrid, which does not have this capability. This description was material to my decision to purchase the vehicle.In addition:- A scratched panel in the boot area was identified at the time of purchase. I was advised this would be replaced and that I would be contacted to arrange this. This has never occurred.- A fault relating to the rear seats was present at the time of purchase and was raised prior to collection. I was told this would be checked and resolved before handover, but this did not happen. The same fault continues to present.- I have made repeated attempts to resolve these matters, all of which have gone unanswered:- Email to the salesperson (Clive Cowden) on 29 November 2025- Follow-up email on 5 December 2025- Telephone call on 15 January 2026, when I was told I would receive a return call the following day- Further telephone call on 2 February 2026, requesting to speak to a manager- No response has been received to dateTaken together, these matters raise serious concerns of:- Misrepresentation at the point of sale- Failure to carry out agreed pre-collection checks and repairs- Failure to carry out promised remedial work- Failure to engage with reasonable attempts to resolve mattersI am requesting:1. Written clarification of the hybrid system that was sold to me;2. Immediate rectification of the promised boot panel repair;3. Full investigation and resolution of the rear seat fault, which was present at purchase;4. A discussion regarding an appropriate remedy given the misrepresentation and unresolved issues.Please treat this as a formal complaint.If I do not receive a written response within 14 days of the date of this letter, I will escalate this matter to the finance provider under Section 75 of the Consumer Credit Act 1974 and to the Motor Ombudsman without further notice.I would prefer to resolve this matter directly and look forward to your prompt response.

Cust purchased a vehicle in December and just yesterday all the warning lights came.Cust has parked the car up, cust lives in west belfast but he is unable to book the vehicle in. The bookings team have advised the customer is unable to book in anywhere other than Newtownabbey. Newtownabbey have advised the customer can take it to Boucher Road however the booking office is saying no.

To whom it may concern,My name is Jenny MacBratney, I am a recent customer. I would like to discuss an issue I have come across with the purchase of my car.I purchased a vehicle registration: FSZ 7998 (Ford Focus) with a 2 yr warranty package and Carsmetic package from Charles Hurst used approved Newtownabbey branch at the start of January 2026.Before purchase I was aware on opening the boot there was no spare tyre or boot lining present. On opening the bonnet I was aware there was no bonnet prop. I addressed this issue with the salesman before I stuck a reserve amount of £250 down via debit card in person. I was assured there will be a spare tyre and bonnet prop placed in the car. I arranged a date to collect the car Friday 9th January at 11am. I was assured the car would be ready and serviced for the collection date.On Saturday 3rd January I drove up to pay for the car. I was advised by Clive the salesman that it would need to be a bank transfer which I was happy with as I am using my own money. I was given the details and transferred the moneys when I got home and emailed HR to make them aware of what I had sent and what car it was for and also asked to confirm the payment was received. The following day Sunday 4th Jan I received an email from Sarah to notify me the funds had been received.Clive rang on Thursday 8th January in the afternoon to confirm what time I was coming to collect the car the following day.I arrived at the dealer on time to collect my shiny new car which I was excited to drive. I waited for Clive as he was busy with another customer. After a short wait Clive approached to let us know a spare tyre was being fitted as we speak. We also asked about the bonnet prop at this time.A short time later it was arranged that a bonnet prop and spare key would be sent to the nearest Charles Hurst to my home for collection. I was happy with this and agreed this would be great. Paper work was then signed and a key was handed over. Unfortunately I never received a receipt and never even thought about it as I was excited to get into the car. Clive then assured if there are any issues to give him a call the following day.I had a lovely drive home although on arrival home I noticed the driver vanity mirror was cracked and there was no manual.I rang the following day to discuss but unfortunately the receptionist at Mallusk said Clive wasn’t at the desk and he will leave a message with Clive to call.I never received a call back. I emailed Clive on Monday 12th Jan 26 to which there was no reply. Towards the end of the week Thursday 15th Jan 26 I got a phone call from Michael (unsure of which department or branch) who I discussed the issues with and confirmed what would need to be sorted.. the key, bonnet prop, manual & getting vanity mirror replaced. I came off the phone feeling confident my concerns were being dealt with.Just over a couple of weeks later Friday 30th Jan 26 I contacted Charles hurst in Newtownards to see if anything was waiting for the car. I spoke to Jack who assured me there was nothing to collect and to contact the dealer I bought the car from. I then contacted Charles Hurst Newtownabbey to which Clive answered. I explained the issues again which Clive was going to sort out.I rang Newtownabbey this afternoon Friday 6th February and Clive was busy and was told he would give me a call. I don’t want to pester the man as he is a great sales man. I’m not sure if that would even be his department as it’s an after sales issue.Unfortunately I have not received contact from anyone since. I just want to know what is happening and am I going to get these simple things addressed? I was not given an expected time line.Can someone please get in touch with me regarding:ManualBonnet PropSpare KeyCracked Vanity mirrorReceipt of SaleService history/proofI look forward to hearing from you.Please don’t hesitate to give me a call on 07538601524 or reply via email to jennymacbratney@gmail.comMany ThanksJenny MacBratney

I was given false information numerous times by the same staff member regarding the vehicle. Turned up to collect the car, was assured it was all in order, car battery wouldn’t start. No apology from the sales person who had dealt with me - she was rude, dismissive and clearly unknowledgable from the get go. I brought the car back to deal with multiple issues it had, Toyota did not fix all these so even service from them was disappointing. The one star I’ve given is solely for Anthony who dealt with all my queries and my return of the car and apologised for the poor service. He was brilliant. The rest of the experience was awful and I could never recommend Charles hurst to anyone

I bought this car on 20th October, it has so far been back in for faults 4 times and is now due back in again for yet another fault.I had emailed the sales person - Aisling McCrory who sold me this car regarding all of this and me being unhappy, and she told me in basic terms that " she is a sales person, this is an after-sales issue and what would I like her to to about it".I had highlighted all of my issues in my email as I wanted my dissatisfaction documented.I also advised that the car was supposed to have had paintwork touched up with the pen she had supposedly ordered. This STILL has not happened and the service dept can't get the pen which should be there.Aisling advised me to call past and she would do it for me as it's like "painting nail varnish". This is completely not the point - we were promised that the car would have this done on pick up and stupidly we didn't check as we trusted it would be.I have copied the email to the manager Ricky Ayre on 7th January to express my annoyance and he has not contacted me regarding this.The car has now been in for:1. electric wing mirror replacement2. back seat belt sensor replacement3. dashboard not being fitted correctly - this is still ongoing4. alarm faulty - it's not going back in for the same fault5. Had a new battery fitted as the battery was done6. In December, they said the back wiper was so worn down it needs replaced.The inspection has also shown that the brake discs are just about the legal limit meaning I am going to have to replace them within the next few months as well which is just not how I expected this experience to be. We saved for this car for a couple of years intending it to be roadworthy for at least a year until service.All of the faults, except the alarm have been since I collected the car with it first going back in 2 weeks after purchase.I'm really quite disgusted with my whole experience. There has been no contact, no show of good will at all and the new car experience has been completely ruined.Friday is my only day off and now 5 have been spent leaving my car to the repair centre, with only 1 time being able to get a hire car thanks to Erin at Nissan.Surely when you sell a car you have a responsibility to the customer. I feel completely ignored, fobbed off and unimportant now that you have our money.I have been in contact with Citizens advice regarding this so I am aware of my rights.I'd appreciate you stepping in as I no longer am happy to deal with Used Direct Newtownabbey.I appreciate your quick response.

Your prices are always high and not sure if someone has contacted me for the options.

Im trying to get speaking to an actual person to discuss my PCP agreement - I called a number of times before Christmas 2025 and no one has called me back. Im very disappointed at the lack of response and unwillingness of your staff to acknowledge my request or even call me back. If I dont hear a response from a representative of Lookers about my PCP agreement (which ends this year) I will have no option but to take this matter further with a third party.

Im trying to get speaking to an actual person to discuss my PCP agreement - I called a number of times before Christmas 2025 and no one has called me back. Im very disappointed at the lack of response and unwillingness of your staff to acknowledge my request or even call me back. If I dont hear a response from a representative of Lookers about my PCP agreement (which ends this year) I will have no option but to take this matter further with a third party.

Related to pricing and negotiation

All staff helpful and good to discuss aspects of cars