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

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