I am writing to formally raise my complaint regarding the car I purchased and the extremely unprofessional, stressful, and unfair experience I have endured from the moment I paid for the vehicle.From the beginning, I was told the car would be ready within 3–4 days and was asked to transfer the money immediately. I trusted this information and paid in full. However, the following week the car was still not ready. I had to ring the garage multiple times a day for updates, yet no one could tell me what was happening. I was repeatedly promised call-backs that never came, and staff told me my sales advisor was on annual leave, leaving me completely without information. This went on for days.The situation became so stressful and frustrating that I had to drive 40 minutes in person just to get answers. Only then was I told the car was “just ready”, but I still could not collect it until my sales advisor returned the following Monday — meaning I waited nearly two weeks after paying in full. During this visit, I was spoken to in a rude and dismissive manner, adding even more unnecessary stress.Because of the delays and disorganisation, I had to collect the car from a mechanic’s garage 25 minutes away, and the valet I paid for was not completed. I paid full price and did not receive what was promised.Two weeks later, while driving on the motorway, the tyre blew. Not only was this frightening and dangerous, but the ESC error warning light had appeared before this happened. I had to arrange someone to collect me and pay for a new tyre myself. This entire experience has caused significant stress and worry about the safety of the car.When I contacted my sales advisor, I was told the car would be booked in for service — but the earliest appointment was three weeks away. When I finally left the car in, I was contacted the next day and told the garage couldn’t even look at it because it needed a Skoda specialist. Despite knowing it was a Skoda Fabia, the booking had not been made correctly. I was then asked to collect the car even though I stated clearly that it was unsafe to drive. The lack of planning and care shown in this situation was extremely unfair to me.Because of all of this, I have been unable to get to work. I work 13-hour shifts as a registered nurse, and I rely on my car. I have had to pay for taxis to and from work and taxis back and forth to the garage. This has caused a massive financial burden and a huge amount of stress on top of my demanding job.When the warning light came back on, the same pattern repeated: call-backs promised but never delivered, staff passing me from person to person, and no one taking responsibility. It is incredibly stressful having to chase updates constantly, especially when I am paying for a car that is not safe or reliable.At this point, this situation has become completely unacceptable. I have paid full price for a faulty car, experienced repeated delays, been spoken to rudely, and received no proper communication or support. The amount of stress, inconvenience, and financial loss I have suffered is entirely unfair.Due to the ongoing issues and lack of any resolution, I am now seeking advice from my solicitor.

Hi team Service plans and warranty policies (apart form Aston Martin and Bentley) aren’t regulated – as such please can this be logged for the dealership to action. Thank you Kind regards Isabella F and I Complaints Manchester Head Office Lookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GU lookers.co.uk From: GDPR Help Sent: 17 November 2025 16:04 To: F and I Complaints Cc: GDPR Help Subject: FW: Charles ChurstService Agreement No 12H0CB Importance: High Hiya Could you please handle this complaint? I can’t see any GDPR-related requests in the case, so it should be straightforward. Jarka GDPR Help Lookers Motor Group Limited Lookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke, ST4 4GU T: 0161 291 0043 lookers.co.uk From: tracey frame Sent: 17 November 2025 15:11 To: Feedback ; GDPR Help ; F and I Complaints Cc: DAVID FRAME Subject: Charles ChurstService Agreement No 12H0CB Importance: High External Sender: Confirm legitimacy before acting. Good Afternoon Myself and my husband bought a Range Rover Sport from Charles Hurst Used Cars in Mallusk in May 2023. At the time of the purchase we were advised by your Sales Person that we could purchase both a Warranty and also a Service plan which would give us peace of mind, 2 years for the servicing and 5 years for the warranty, we were advised that the Service Plan as would include both a standard service and also a larger service. When we received the vehicle it wasn't road worthy so we had to wait for 3-4 weeks until you had completed all of the work that was to be done, which by the way was undertaken by Charles Hurst Boucher Road, Belfast. The following year (2024) we arranged for the car to be serviced by CH Boucher Road and again this year (2025) we left the car into be serviced to the same dealership, I have attached the documents which describe plan that we had purchased which advises we bought a Major Service and an Interim Service, I also recently obtained a copy of the Land Rover Online Service History which states that the Major Service had not been completed, the only work that had been completed this year was an oil and filter change and last year was the bare minimum. I have found over the last 2 years of dealing with CH Land Rover Boucher Road some of the most condescending experiences of my life, made to feel on several occasions that I was a bother to staff and that because we had extended ourselves to afford the luxury of a Range Rover that we weren't really deserving of the treatment I had witnessed with several of your other clients, with, for example newer models etc, I had many unreturned calls and the bare minimum information provided when I did speak to them the majority of the time, one particular time I was provided information that related to an issue with the car that involved the warranty we had purchased, I waited approximately a week to get a response from Charles Hurst Boucher Road and when I called them I was told the Warranty company hadn't got back to them, so I decided to call the Warranty company myself, they told me that they had been waiting for information from CH for days, when I went back to advise you of this I was told, I will get onto them now, I even had to chase Charles Hurst up again for an update, I don't think it is a customers place to have to chase up information that the Warranty company has requested, I did call to speak to the Manager of the Boucher Road site and requested a call back that day as I was quite concerned about the findings but was told, he was too busy to speak to me that day. To say that we are bitterly disappointed would be an understatement, we have had the wool pulled over our eyes and deceived by a company whom we trusted and had respect for, I was not concerned about how much the Service Plan was at the time of purchasing it as it was to give us peace of mind, whether it covered all of your costs was your issue or concern not ours, if you sell a product with certain specifications for a certain price then I think it is up to you to fulfil your part of the deal, after speaking to several bodies regarding this we are writing to you in order to receive your explanation on the matter. I would appreciate it if you could come back to me asap so we can therefore continue our process. Regards Tracey Frame

Very helpful and very pleasant staff

No response to emails or questions

I am writing to raise a formal complaint regarding the unacceptable experience I have had since purchasing a vehicle on PCP finance from Charles Hurst Group on 3rd September.The vehicle broke down on 13th October, barely six weeks after purchase, and it has now been sitting in your garage for over seven weeks, with no repair work even started. I am currently paying £420 per month for a car I do not have access to, which is completely unacceptable.The handling of this situation by your staff has caused significant stress and inconvenience. Shortly after the breakdown, we were accused of causing the damage ourselves, with one of your service staff, Erin, stating that the warranty “would see right through this,” strongly implying dishonesty on our part. This was not only inaccurate, as later confirmed by William Hewitt, but also deeply insulting. We were led to believe we would be forced to cover the damages—exceeding £10,000—with Erin suggesting we contact our car insurance creating further unnecessary stress.Additionally, despite initially being told we would receive a courtesy car, this was later refused once your staff wrongly assumed we had caused the damage. It then took over two weeks of repeated follow-up calls before a courtesy vehicle was finally provided. When I got the call back from William Hewitt after numerous attempts to contact him via email and phone, he reiterated how I was not entitled to a courtesy car (which I was fully aware of) but given the situation I felt it was the bare minimum Charles Hurst could provide. During this time, I was recovering from my third C-section, managing two older children at two different schools every day, all without a car we are paying for.Although your team eventually agreed to cover the repair, we have continued to experience unacceptable delays and poor communication. We were repeatedly told the car would be brought into the workshop, yet as of today—more than seven weeks later—the vehicle has still not been touched. Only after speaking with a manager yesterday were we told it is now due to go into the workshop next Monday, meaning it will have been over eight weeks since the breakdown before repairs even begin.The entire experience has been extremely distressing and far below the standard expected from a dealership of your size and reputation. The lack of communication, the accusations, the prolonged delays, the financial impact of paying for a car we cannot use, and the significant personal stress placed on my family are simply unacceptable.I am requesting:1. A formal written apology for the treatment we have received, including the unfounded accusations made by staff.2. A review of your investigation and communication process to prevent similar experiences for other customers.3. Appropriate compensation for the extended period without the vehicle, the delays in providing a courtesy car, and the distress caused throughout this process.I look forward to a response within 14 days as per your complaint-handling guidelines.

Nathan Donaghy, the salesperson was excellent. The test drive in a Kia Sportage was expertly guided by Nathan's knowledge of the vehicle. My wife and I were very impressed alround

Having contacted the sales team I was promised a video of the car by Aisling Morton (twice) and it was never sent to me.I asked for an official battery health check and wasn’t given one. Who’s gonna buy a used EV without a battery health check!Amateur behaviours is you ask me and certainly I wouldn’t deal with this dealer.

Dear [Recipient Name],I previously emailed VehicleComplaints@lookers.co.uk on 12 May 2025 at 09:58 regarding my complaint. While part of the issue was resolved, one aspect remains outstanding:The scratched/damaged gear knob that was agreed to be replaced by sales representative Clive Cowden prior to purchase has not been actioned.This was included in my original complaint and handled by your Customer Service & Resolutions Team (Caitlin assisted me). However, over a year later, this has still not been resolved.I was advised that Ricky Ayre (rickyayre@charleshurstgroup.co.uk) would order and fit the part, but I have had no response to my last email sent over three months ago. I’m unsure if he has forgotten or left the business.All email correspondence is available if required. Could you please confirm the next steps and arrange for this to be completed?

purchased in 08/25 4th time, recurring problem with the engine management light. The cust is now not wanting the vehicle and would like her money back. The dealership have advised that she would not be happy with the vehicle being fixed again.

Extremely pleased with the reception I receive at all times.