Didn’t get back to me

The woman who greeted me wasn’t the friendliest and gave me the impression she’d rather be anywhere else but there. I was a little early for my appointment which I did explain so she told me what desk to take a seat at. When I double checked I’d understood what desk correctly and asked “this one?” whilst turning to look at her, she said “yeah” without even looking up from her desk. The salesperson I was then dealing with, took me out on a test drive and after we’d finished, he advised me to pull up at the side and he’d go park the car again which was fair enough but I hadn’t even opened the car door yet when he goes “so just phone me if you’re interested then” and it was just like ‘ok so we’re done then I take it’. Really poor attitudes from the two people I spoke to considering its car sales! Complete night and day compared to the other car sales places I visited (including other Charles Hurst branches) where nothing was too much bother, everyone was polite and courteous even when I didn’t particularly like the car I’d come to see, they would be keen to see what else they had that might be suitable or what exactly it was I was looking for as I was looking for a specific exact car but rather a car with certain qualities. This wasn’t the case at UseDirect so I won’t be back nor would a recommend to others as it gave me no faith that had I actually bought a car there that customer service and after sales care would be any good.

Hello, we bought a wee 2022 grey Mini Cooper. When I inspected the car it was raining. We also paid extra to get the car gardexed. Aisling was nice to deal with and we were very happy until we got home and I noticed quite a big ding beside the headlight. I couldn’t believe the car would be gardexed over such a big dent. I got Paul from Dent Devils who does some work for you to fix. It cost £120. I have photographs and I had emailed Aisling but understand how busy she is. I would be grateful if you can help please.

Haven’t got around to change car just yet due to sudden illness

Much better experience at CH Renault and Seat franchises on Boucher Road. Usedirect at Newtownabbey is not a very pleasant experience - shabby showroom just doesn’t encourage you to buy anything

A settlement figure for my car I was trading in was generated a couple of days before my next direct debit was due to come out. I was correctly told by Sam and also my old cars finance company Northridge that it was too close to cancel the direct payment so therefore I would make the payment but once charles hurst cleared the settlement that I would be refunded the amount of £287.03 which was not factored into the settlement figure generated on the 19th February. After almost 5 weeks I still had not received this refund so i made contact with Northridge to find out what was going on. They had told me that Charles hurst had not settled the finance on my behalf when I traded the car in and that I was also late for the next payment (on my old car that I now no longer own) In attempt to stop any negative marks on my credit file I then made another payment of £287.03 on the 23rd March. On the 23rd March i sent Sam an email explaining what has happened and he assured me it would be paid either that day or early the next day. No one made contact with me so i rang yourselves in the morning of Wednesday 25th March asking for an update. Anthony was helpful and said he would act right away and keep me updated as i explained this is not something i should have to chase up. I then had to make another phone call that afternoon as I did not hear any update.I am lead to believe the finance is now cleared however if i did not check with Northridge and this continued this could have had catastrophic consequences to my credit score. Not to mention I am now essentially out of pocket of £574.06 through no fault of my own plus paying the finance payments on the new car. I wish to ask for a reasonable amount of compensation due to the concern of damage that may be caused to my credit score and unnecessarily being out of pocket with a larger amount of money for a longer period of time than originally expected. I understand there can be errors in all work places but this is an error that would make anyone have serious doubt in trust with this company

Everything well explained by Aisling

________________________________________From: Jason HamptonSent: 18 March 2026 13:01To: feedback@charleshurstgroup.co.ukCc: MatthewSloan@charleshurstgroup.co.ukSubject: Formal Request to Reject Vehicle and Obtain Refund Under Consumer Rights Act 2015Subject: Formal Request to Reject Vehicle and Obtain Refund Under Consumer Rights Act 2015Dear Charles Hurst Team,Re: Volkswagen Tiguan SY67VGKI am writing to formally request the return of my vehicle and a refund, in accordance with my rights under the Consumer Rights Act 2015.My car failed to start again this morning, despite multiple previous repair attempts. I also have video evidence from last night showing the cooling fan running continuously from approximately 5:30pm until after 7:30pm, as well as the alarm activating several times without cause. I am now currently waiting on a call out from the RAC as once again, the car won't start. These issues clearly indicate an ongoing electrical fault.From the day I collected the car from the Used Direct Mallusk dealership—when it failed to start and required a jump start—this vehicle has been unreliable. It has been returned to Charles Hurst Renault on multiple occasions for repair, yet the same faults persist. This has caused significant disruption to my family and work life, and has been a considerable source of stress for both my wife and me.I have contacted the Citizens Advice Bureau, who have confirmed that within the first six months, the law presumes the fault was present at the time of purchase unless proven otherwise. Given the repeated failures and unsuccessful repair attempts, my consumer rights have been breached. I am no longer required to accept a further repair attempt, and I have lost confidence both in the vehicle and in the repair process to resolve this issue.I therefore request to exercise my right to reject the car and obtain a refund. I ask that you provide a clear breakdown of the refund calculation.Please respond at your earliest convenience to confirm the next steps.Yours sincerely,Jason Hampton07877264497

sales person changed his attitude overnight ,very strange behavour on telephone .

Very good