Both queries I had received an initial response but when I asked for more detail (service history, details of the car), I didn't get a response both on the phone and via email. This was when I was looking to buy a car. Ultimately this led to me purchasing a vehicle from another dealer

Stephen James McCormick, 26, Breckenridge, Donaghadee, BT21 0QJTel. 07776203750Dear Sir/Mad,I am writing to you in relation to my recent purchase of a Range Rover, registration, KK18TLZ, (now BAZ3500) On Saturday 28th September 2025, both myself and my wife called in at Charles Hurst Direct, Newtownabbey. We viewed the aforementioned vehicle and agreed that it would suit our needs and Clive from the sales team arranged for us to take it on a test drive. Upon returning from the test drive we noted several warning lights were showing and there were a couple of other faults. We went through all the faults and warning lights and were told that these would all be fixed before handover. We then agreed to purchase the vehicle. This would involve us trading in my wife’s car and taking out a loan for the vehicle we agreed to purchase. As this was a Saturday we were asked to come back on Tuesday 30th September 2025 to complete all the financial transactions, which we agreed to.On Monday 29th September I sent an email to Clive outlining everything we had spoken about and what we agreed to for the final purchase, this included , a full service, replacing the cam belts in accordance with Land Rovers recommendation, rubber matts for the vehicle etc. see attached email.We then went up to Newtownabbey, on Tuesday 30th September 2025, to complete the financial transactions to purchase the Range Rover. When we arrived it was evident that no work had been carried out on the vehicle and in fact it was still parked up where we had left it. The next few emails are with regard to completing the financial transaction. Initially I was not happy doing this as the vehicle had not be fully repaired or anything actually done to it. I was told that everything would be sorted as the vehicle had to go to a land rover specialist to do the work and if I didn’t complete today my special financial deal wouldn’t be available as it was only for the month of September. Again this is shown on the email attached. I agreed and signed the documentation. Asking that the existing finance etc be paid off immediately. At this point I was informed that it would take a couple of days to clear. As Charles Hurst is such a big organisation what they do is pay, in this case VW financial services, a couple of £100K once a week as we have so many cars coming through. I was then offered a warranty plan with land rover, to cover the vehicle for 2 years. Which we both thought was an excellent plan that would be great coverage and we agreed and did everything signing all documents etc. We then agreed that the vehicle would be ready for collection on Thursday 2nd October 2025.On Thursday we were contacted and told that unfortunately the vehicle was not ready as Charles Hurst was awaiting the parts to come in and as soon as they were in the car would be fixed by the land rover specialist.On 3rd October I phoned Charles Hurst Newtownabbey to enquire about the vehicle and was told that due to the cloud issue with land rover the parts were taking longer to be delivered and it might take up to 2 weeks.My next email to Clive was on 09/10/2025 and is attached again outlining the repairs and asking for a progress report. There are several covering 09 and 10 October 2025.At this point I think its important that I point out to you that I am disabled, in that I am profoundly deaf and have a cochlear and I also have Parkinsons disease. Therefore everything I do is checked and double checked. It was also pointed out to the sales team as sometimes my tremor is exasperated if I’m put under stress and obviously I like to read or have to have things repeated to me.The first reply from Charles Hurst to my emails was on 10/10/2025, when I was told they would check with the service department and get back to me.I have made phone calls daily and have also attached my bills showing the calls made to Charles Hurst Newtownabbey. I have outlined these in yellow for October but did not bother with the rest of the bills but you can see daily the numbers phoned.Next email is 15/10/2025, enquiring about the car and an update. At this time also the previous car loan had still not been paid off and I was enquiring as to why but again was having difficulty getting to contact anyone in Charles Hurst Newtownabbey and kept reminding Clive. I also pointed out that the warranty I had taken out was running alongside vehicle that was apparently in the specialist land rover workshop but again and again, I was told that the problem was getting the parts from land rover due to the technical problems. At this time I made my first phone call to both, Charles Hurst JLR in Belfast and enquired about obtaining the parts and was told they are available and anything that wasn’t in stock would take 48 hours to get currently. I then phoned JLR in Dungannon and listed the parts and they said it would take 24 hours to get the parts that weren’t in stock.. I was then told on 15th by Charles Hurst Newtownabbey, that the timing belts were in but a flywheel that was broken now had to be ordered. However good news the window will be repaired as the parts have arrived. Again more phone calls and more emails all attached, then a phone call on 27th October 2025 brings us to ….Tuesday 28th October 2025 and we can collect the vehicle. Oh what excitement finally after 4 weeks from agreeing and purchasing the vehicle it was ready for collection.Both my wife and I went up to collect the vehicle and leave the our trade in with Clive. I then asked Clive if the warranty was amended to 28th October 2025 to which he replied, my manager has done that and it will be emailed out to you, I then asked if he could make sure the registration was change to BAZ3500, because at this time I was able to put my wife’s personal registration plate onto the vehicle BAZ3500. We thanked Clive got into the vehicle and the warning lights all came on again. So here we go again. The vehicle was then booked in at Newtownabbey on Wednesday 5th November 2025 to be serviced???? But I thought the vehicle had been serviced and the timing belts etc replaced. I then asked about the clearing of the VW finance as nothing had been done and it was still active. In fact, payments had been taken out for October and November. Clive said he would check this. The VW finance agreement wasn’t settled until 04/11/2025.The vehicle was then taken back to Newtownabbey on 05/11/2025 and collected again on 06/11/2025. At this time we were told that everything had been repaired. I was again told that the problem was getting the parts from land rover due to the technical problems. At this time I again phoned both Charles Hurst JLR in Belfast and enquired about obtaining the parts and was told they are available and anything that wasn’t in stock would take 48 hours to get currently. I then phoned JLR in Dungannon and listed the parts and they said it would take 24 hours to get the parts that weren’t in stock. This was the second occasion that I had phone both JLR dealers in N.I. I then spoke with the service team in Newtownabbey and asked for the documentation in relation to the full service being carried out and the cam belt replaced etc. What I received was a receipt for an oil change. I then asked about the belts being replaced and was told we know nothing about that, its a specialist job. We then went back up to sales and spoke to Clive. As there were items agreed to when the vehicle was first purchased that weren’t done or completed. Clive told us that everything was in hand and apologised for all the hassle we had but it has all been sorted.We then left and stopped for lunch returning to the vehicle. Here we go again upon starting the engine the warning lights came back on. I then called into JLR centre at the Charles Hurst Complex on the Boucher Road, and spoke with the service manager. I explained the issues and about the servicing and timing belts having apparently been done at Newtownabbey. He then came out to the vehicle and looked at the all the warning lights showing. He went into the vehicles system and then said that this has happened before to other owners, where although service work has been carried out, the only computer that can clear and reset everything is theirs in JLR. He went on to explain that it would be advisable for a full diagnostics check in their service department. This would reset and check everything and that it would be fixed accordingly. Please see email dated 10/11/2025. After sending this email to Clive, it was agreed by the dealership in Newtownabbey, that a full diagnostics check would be carried out at JLR Belfast and all that needs repaired will be repaired. I would receive a call from someone in JLR to confirm this and keep me updated. I did get a call from JLR and was told I would get a call back confirming an appointment date, I never received a call back. So I then phoned JLR in Belfast myself and spoke with Emma who told me the vehicle had been booked in for a date in February 2026. I then explained the circumstances to Emma and my concerns, Emma then came up with an earlier date for 11/12/2025 and said if a cancellation comes up she would let me know. Since Leaving JLR I have spoken with Lois at JLR and she said that if I used her as a point of contact it might be easier for me. I have done this but still have not received any dates or information as initially set out in my first contractural email for the purchase of the Range Rover.In conclusion, I would like to know, when will I receive my 2 year land rover warranty documentation dated from 28/10/2025?Can you tell me if there was a special finance deal for me up until 30/09/2025 as it would appear that from speaking to Redline Finance there was no special offer. In fact it would appear that the reason might have been to get the commission payment for me taking out the finance?Why was the VW finance not cleared until 04/11/2025?The warning lights currently showing are,1. Service required2. EBSWill these two matters be fixed on or after 11/12/2025?The broken plastic hinge to rear lower front passenger seat still to be replaced.Also it would appear that the cam belts and a full service was not carried out either as agreed upon initial purchase of the vehicle, again will this be completed on or after 11/12/2025?The following items were initially listed as part of the purchase and again can be seen in the first email.1. Finance through yourself as agreed and checked. (Receipt for existing finance to be cleared) £250.00 deposit paid, remaining £2750.00 to pay.Completed on 30/09/2025, but finance not cleared until 04/11/2025.2. Service required and confirmation re replacement of cam belt (Required by Land Rover at 7 years) Can you get me the print out for this service and the others carried out previously? Still not done.3. New number plates registration BAZ3500. Large yellow to rear and white to front with Hurst Land Rover symbol. Not required4. Rubber Land Rover mats and boot liner. Given at vehicle handover 28/10/20255. Check all electrics at service and replace repair front drivers window control, auto handbrake and rear nearside tyre defective. Window fixed, auto handbrake set. Nearside tyre repaired by myself. Slow puncture. Electrics not fully checked yet. Vehicle taken to local tyre depot and puncture repaired, cost to me £10.006. Tank of fuel?? Not done 68 miles of fuel at handover.7. Full Land Rover 2 year warranty paid 30/09/2025. Still not received documentation for BAZ3500 and new date from 28/10/20258. Being cheeky here, but any possibility of getting a couple of the Range Rover key rings? Not received.I have included the correspondence made by me via email and the responses, of which I believe are two. So the majority of my emails sent remain unanswered. I have also included my mobile bill showing the daily calls to speak to somebody about the situation. All the originals are available for you. I have now stopped phoning and will wait until the full JLR diagnostic check is carried out. I firmly believe that both my wife and I have behaved in a extremely patient and fair manner since our test drive and agreeing to purchase the vehicle. We have done everything that was asked of us in a timely manner as required by the Charles Hurst (Lookers) dealership and management. Including multiple journeys to and from the dealership at our own expense and time. However, I feel that we have been let down by the same team, from Charles Hurst (Lookers) and look forward to your reply in relation to the purchase and subsequent failings in having the works and faults carried out and or fixed on the vehicle. Since agreeing to purchase the vehicle on 28/09/2025 to date 08/12/2025, which will intern run to 11/12/2025 and beyond, I think that this is not only unbelievable but totally unacceptable.I can only conclude that we at the very outset we have been misinformed about everything, and it continued through until I called at JLR Belfast. We now find ourselves in a similar situation where we are awaiting days to hear when the agreed works will be completed and we have to phone to try and get an answer. But still today18th December 2025 we have on booking or answer.

I had to phone about the vehicle I was interested in and a female staff member sort of flipped me off with her attitude and told me the vehicle was waiting on parts and was not for sale as it was a non runner. The way she said it was as if I should not have phoned about this vehicle at all. Maybe I shouldn't have enquired but the vehicle was clearly advertised for sale on various site's. Later someone actually responded to an email i sent and they were a lot more friendly and said the vehicle was waiting on a part. They were helpful and friendly but I fear the damage is maybe done.

As part of the Lookers group I was under the impression you had Nationwide delivery.Other competitors deliver to the mainland UK

I arrived on Saturday morning to pick up a car that I had bought to be told the following ...1. There was no logbook2. The MOT runs out on 31st December (NB I was not told the date, just that it was running out)Both things that require me to take time out of my day to sort.First, the Log Book.I was provided with form V62, and off I went to the post office. However, it was not filled in correctly, and by the time I had called, the correct information been provided, the post office counter had closed. This means that I will be driving the car over the weekend and on Monday, until I can get to a post office, unregistered and untaxed. So far, this is three trips to the post office, and there will be a further one on Monday.Second the MOT.I was told by the advisor that an appointment had been booked for me and all I had to do was go online and change it to a date that suited. It was only on checking that I found out it actually runs out in 11 days, and the chances of getting a cancellation before then, over the holiday period, is remote. Further, I have still not received the email with the booking that I was promised, so I can not go on and get a cancellation yet.Selling a car and expecting the purchaser to do your work is frankly ridiculous, and the fact that the mitigations can't even be put in place properly is even worse.

On 24 September 2024 I traded in my Audi TT MGZ4811. At the time of the sale all paperwork was handed over to sales rep Clive Cowden.And was advised that he would complete all relevant paperwork and sort the V5. This I trusted he would do.Unfortunately a year later I have received a fine for driving in a bus lane.Which I had to fight to have this overturned as I had not had the car for over a year.I have since received letters from the DVLA as the car is not taxed. I spoke to a member of staff who advised me to send the letter to them, they would complete and send off to the DVLA. Again I trusted this was be done.Today I have now received a letter from a debt collection agency on behalf of DVLA as the car is still showing has being in my name.On several occasions Clive did contact me requesting the V5 repeatedly he has been advised that this was handed over at the time of exchange.I have also emailed and copied in the manager of the branch in November. Both of which have failed to respond.Needless to say the services I use received from this branch is extremely disappointing and very frustrating.

Chris and Anthony were very courteous.

Very good sales rep

Hi again about Peugeot 3008 2020 1.2 petrol. Has the car ever changed the wet belt yet ???? Thanks 👍

My self and my husband had went up to charles hurst used direct in whiteabbey on Saturday November 29th.We had an appointment with the salesman for 12 midday.He was OK showed us the car we had made the appointment about. I didn't like it it was too large.After looking about etc and checking the stock online. He took us to see a vauxhall mokka, which had not been put on show.I really liked it. I had a teats drive.I decided to take it. The salesman had to constantly go to his manager for advice etc.The manager assured us the car marks and small dent would be repaired and touched up for TUES 2nd of December. Also that it would be valeted.During this time we had emails etc assuring me that it would be ready. When we went up after sitting for 45 minutes whilst the salesman went back and forward to check. He came a told us that the work had not been done to the paintwork and that the car had not been valeted.We totally wasted our time, I feel that we had been treated disgusting with total disregard for our feelings. I was furious as I cannot do without a car for work..he asked me to bring it back to be sorted.I told him that I felt like telling them to keep the car. It was agreed that it would be completely sorted, paintwork, dent and valeted for 12 midday today 11th Dec.The car was apparently ready to go on checking the paintwork it had not been touched up or the dent repaired.The manager apologised yet again. He assured me that it could bring it back to be sorted. Prior to this I head been told it was in the workshop ??? Being repaired.I have purchased at least 4 cars from charles hurst Belfast and have never been treated this way.This needs sorted as soon as possible,I am so disappointed in the service and feel that I've been treated like a fool