We purchased a car on the 28th of April and received it on the 15th May. We didn’t receive the car until the 15th because a dent was to be fixed and the guy was of sick. The car was supposed to be checked and serviced. The car was never serviced and there was a loud noise while reversing. We tried to charge the car on the Saturday the 17th of May at a fast charging station. The car would not charge. On the 23rd of May I arranged for the car to be looked at. The next date was 21 June.My wife delivered the car up to get these issues resolved. When my wife picked the car up the service was not complete, the child lock fault was still showing and the breaks and charger problem was still there.The service centre told me that there was no way of them being able to check the charger as they don’t have on and that the fast chargers at petrol stations only support Tesla’s.We then arranged for the car to go back up on the 20th August to Ferrari Charles hurst to get serviced and the child lock fixed and the Audi was going to sort out the service problem and brakes.When we picked up the car the service had been complete and the child lock problem had been fixed. The car is still squeezing when it’s reversed. The car charged at a fast charger on the day we picked it up.A few weeks ago I was running low on battery and tried to charge the car on a fast charger and the same fault came up. Both me and my wife had tried it on different charger in different locations using different charging accounts and the car will not accept fast charging.I arranged for the car to go in on the 7 th of November to get looked at again. My wife took another day of to leave the car up only to be told that it’s no longer under warranty. The 6th month warranty was still in place when I booked the car In. She was then told that have no way of testing the fast charger and they don’t know why it was sent there.At this stage this I would like to ask for a refund for the car. The car has the same two issues that it was sold with and I am not confident that the issue will be fixed.We are not prepared to keep running up and down the road to be met with obstacles and unprofessionalism. We have giving you every opportunity to fix the car and now that the warrant period is over the two issues that the car had 6months ago are still there.I look forward to hearing from you.

Originally raised on the 14.10.25 to the incorrect siteDear Sir / Madam, I am writing to lodge a formal complaint regarding the sale of my Kia Sportage (registration LGZ6477), purchased in October 2022 from Charles Hurst Mallusk, sold to me by Ashley surname unknown, Deputy Manager at the time. This letter sets out the facts, the legal basis of my complaint, and my required resolution. It is written in line with the Pre-Action Protocol for Civil Claims and will be used as evidence if this matter proceeds to court. Background & Facts At the time of purchase, I was a mother of two (my youngest under one year old), recovering from poor health due to lupus, and on maternity leave with a reduced income. I visited your dealership as I was called on a warm sales call invited up to simply to browse, as my BMW was functioning perfectly with no known issues. During the sales process, Ashley highlighted concerns about my BMW’s high mileage, particularly mentioning “timing belt issues” after 100,000 miles. She steered the conversation toward the Kia Sportage, stating its key selling point was the “5 years of remaining Kia warranty.” This warranty was positioned as the main reason I should buy the vehicle, given my health and financial situation, and it was the sole factor that convinced me to proceed with the purchase. Within weeks of purchase, the car suffered electrical failures, which were repaired under your care. I continued regular servicing with my own mechanic (Downshare Motors, Holywood) and promptly addressed faults when they arose. For example, when an oil fault was raised, I took the car to Boucher Road, Charles Hurst Kia, for it to be fixed. Strangely, while they have a record of the fault and my car being taken to Kia Charles Hurst, there is no record of the repair. A year later, the car suffered a major mechanical failure related to that same oil fault. In April 2025, my car was left with Charles Hurst due to engine failure (oil issue). I have now been informed that the engine requires replacement, costing £5,900. Kia Warranty has refused to cover the repair on the grounds that the vehicle was not serviced in 2020 and 2021 within the mileage requirements — something I was never informed of at the point of sale. I have since been advised by Kia’s warranty team that all dealerships are fully aware of these rules. I am particularly concerned that since raising my initial complaint on 10/09/2025, I have received no correspondence whatsoever from your team, despite repeated follow-ups. This lack of communication is unacceptable. Had I been told about this critical fact at the time of sale, I would never have purchased this car. This omission constitutes misrepresentation and breaches multiple consumer protection laws. Legal Basis of Complaint 1. Consumer Rights Act 2015 Section 9 – Goods to be of satisfactory quality Section 11 – Goods to match description Section 14 – Goods to be fit for particular purpose You expressly described this vehicle as having 5 years of Kia warranty remaining. This was false, as the warranty was already void. The vehicle therefore does not meet the statutory requirements of being as described, fit for purpose, or of satisfactory quality. 2. Misrepresentation Act 1967 Your failure to disclose the service history gaps that voided the warranty, despite this being material to the sale, constitutes at least negligent misrepresentation. 3. Consumer Protection from Unfair Trading Regulations 2008 (CPRs) By failing to inform me that the warranty was invalid, you caused me to purchase a vehicle I would never have otherwise bought. This situation has caused severe financial hardship, significant stress, and deterioration of my health. I am now without a vehicle, unable to afford repairs, and struggling to manage as a mother of two with serious health issues. Resolution Required To resolve this matter without escalation to formal legal action, I require Charles Hurst Mallusk to: 1. Cover the full cost of the engine replacement and restore my vehicle to a roadworthy condition at no cost to me. I am happy to accept a second half engine. 2. Confirm receipt of this complaint immediately and provide a timeline for resolution, in line with the Motor Ombudsman’s complaint handling code and Northern Ireland Trading Standards procedures. If I do not receive a satisfactory resolution within 14 days, I will: Escalate this to Trading Standards Service Northern Ireland and The Motor Ombudsman. Commence legal proceedings under the Consumer Rights Act 2015 and Misrepresentation Act 1967. Publicise my experience with the media and relevant consumer advocacy platforms. I have already sought legal advice and have refrained from publicising this matter to give Charles Hurst the opportunity to rectify it internally. I request this complaint be escalated to senior management without delay, and I expect ongoing updates throughout, as per your formal complaints procedure. I can provide all correspondence with Kia Warranty, clearly showing that the warranty failed due to mileage and service gaps in 2020 and 2021. The car had electrical faults within weeks of purchase, and now, less than six years old, it requires a full engine replacement. Yours faithfully, Frankie Kennedy & Chris Kennedy

Dear Sir / Madam, I am writing to lodge a formal complaint regarding the sale of my Kia Sportage (registration LGZ6477), purchased in October 2022 from Charles Hurst Mallusk, sold to me by Ashley surname unknown, Deputy Manager at the time. This letter sets out the facts, the legal basis of my complaint, and my required resolution. It is written in line with the Pre-Action Protocol for Civil Claims and will be used as evidence if this matter proceeds to court. Background & Facts At the time of purchase, I was a mother of two (my youngest under one year old), recovering from poor health due to lupus, and on maternity leave with a reduced income. I visited your dealership as I was called on a warm sales call invited up to simply to browse, as my BMW was functioning perfectly with no known issues. During the sales process, Ashley highlighted concerns about my BMW’s high mileage, particularly mentioning “timing belt issues” after 100,000 miles. She steered the conversation toward the Kia Sportage, stating its key selling point was the “5 years of remaining Kia warranty.” This warranty was positioned as the main reason I should buy the vehicle, given my health and financial situation, and it was the sole factor that convinced me to proceed with the purchase. Within weeks of purchase, the car suffered electrical failures, which were repaired under your care. I continued regular servicing with my own mechanic (Downshare Motors, Holywood) and promptly addressed faults when they arose. For example, when an oil fault was raised, I took the car to Boucher Road, Charles Hurst Kia, for it to be fixed. Strangely, while they have a record of the fault and my car being taken to Kia Charles Hurst, there is no record of the repair. A year later, the car suffered a major mechanical failure related to that same oil fault. In April 2025, my car was left with Charles Hurst due to engine failure (oil issue). I have now been informed that the engine requires replacement, costing £5,900. Kia Warranty has refused to cover the repair on the grounds that the vehicle was not serviced in 2020 and 2021 within the mileage requirements — something I was never informed of at the point of sale. I have since been advised by Kia’s warranty team that all dealerships are fully aware of these rules. I am particularly concerned that since raising my initial complaint on 10/09/2025, I have received no correspondence whatsoever from your team, despite repeated follow-ups. This lack of communication is unacceptable. Had I been told about this critical fact at the time of sale, I would never have purchased this car. This omission constitutes misrepresentation and breaches multiple consumer protection laws. Legal Basis of Complaint 1. Consumer Rights Act 2015 Section 9 – Goods to be of satisfactory quality Section 11 – Goods to match description Section 14 – Goods to be fit for particular purpose You expressly described this vehicle as having 5 years of Kia warranty remaining. This was false, as the warranty was already void. The vehicle therefore does not meet the statutory requirements of being as described, fit for purpose, or of satisfactory quality. 2. Misrepresentation Act 1967 Your failure to disclose the service history gaps that voided the warranty, despite this being material to the sale, constitutes at least negligent misrepresentation. 3. Consumer Protection from Unfair Trading Regulations 2008 (CPRs) By failing to inform me that the warranty was invalid, you caused me to purchase a vehicle I would never have otherwise bought. This situation has caused severe financial hardship, significant stress, and deterioration of my health. I am now without a vehicle, unable to afford repairs, and struggling to manage as a mother of two with serious health issues. Resolution Required To resolve this matter without escalation to formal legal action, I require Charles Hurst Mallusk to: 1. Cover the full cost of the engine replacement and restore my vehicle to a roadworthy condition at no cost to me. I am happy to accept a second half engine. 2. Confirm receipt of this complaint immediately and provide a timeline for resolution, in line with the Motor Ombudsman’s complaint handling code and Northern Ireland Trading Standards procedures. If I do not receive a satisfactory resolution within 14 days, I will: Escalate this to Trading Standards Service Northern Ireland and The Motor Ombudsman. Commence legal proceedings under the Consumer Rights Act 2015 and Misrepresentation Act 1967. Publicise my experience with the media and relevant consumer advocacy platforms. I have already sought legal advice and have refrained from publicising this matter to give Charles Hurst the opportunity to rectify it internally. I request this complaint be escalated to senior management without delay, and I expect ongoing updates throughout, as per your formal complaints procedure. I can provide all correspondence with Kia Warranty, clearly showing that the warranty failed due to mileage and service gaps in 2020 and 2021. The car had electrical faults within weeks of purchase, and now, less than six years old, it requires a full engine replacement. Yours faithfully, Frankie Kennedy & Chris Kennedy

Had organised to see car on Saturday but got voicemail Friday evening to say it was sold

Hi Matthew,Thank you for getting back to me, as discussed I was sold a product for the sum of £6750, I utilised the staff service offer of £500 deducted from this cost. This would have brought the product down to £6250. I placed a £1000 deposit bringing this down to £5250. I had contacted your sales advisor Aisling and stated I didn't want the Guard X or any added extras on the car, she never responded. She then rang myself to sign the terms of agreement and finance agreement so that the finance could go through in order to release the car, during this conversation she reassured me that the sum of the Guard x and any extra costs would be removed from this cost and as such I signed the agreement. My finance was put through blackhorse and I have a cash price of £8207 minus £1000 deposit bringing this to £7207, adding the charge for credit of which is £8973. I am repaying £203.95 per month for 44 months. In terms of this I was sold a product of which I stated I never wanted, I am now paying interest on a product of which I never asked for and I have had no correspondence from yourselves until today where you have kindly rang me back. Please find attached evidence of finance agreement with black horse and correspondence with Aisling Mccrory.Kind regards

Friendly, good service by sales staff.

Even though I missed out on the car, I had a great experience with Charles Hurst. The salesman who assisted me, Clive, was friendly, professional, and very knowledgeable. Excellent customer service — I’d happily deal with them again!

Our vehicle was booked in for a Kia Recall originally for June but you double booked so re-arranged for 11/8/25. We dropped the vehicle off on the Monday and we were provided with a courtesy car which we were told was an electric car. We do not have a vehicle charger at our home or near to our home address so this was not suitable. Luckily there was another customer there at the time who was happy to swap and take the electric car as his car was only in for a day therefore we had his courtesy car however it was a manual car and ours is an automatic due to medical reasons, but we were advised this was the only vehicle that was available. As we had already waited 2 months to book the vehicle in, we accepted. Next on Thursday 14th August I received a call from Lookers, Chester to ask if I still owned vehicle GM08 COS to which I replied "yes" and then the lady asked why it was parked on their premises ?? Completely shocked by this question I advised the vehicle was in for a Kia Recall to which she replied quite abruptly "oh I will need to speak to them". Why she didn't do this first before calling myself is very surprising but hopefully no harm done, just me left wondering if anyone communicates with each other at this garage. We heard nothing for weeks so on the 12th September I phoned for an update and was advised someone would call me back with an update. No-one called. Therefore on the 16th September I phoned again for an update and was advised you were awaiting one part and there was only 1 person who could fit it and they were currently on holiday. Therefore I left it another couple of weeks and phoned back on Friday 3rd October to be advised the part was due in on Monday 6th October. I therefore phoned back on the Monday to check the part had been received and to ascertain how long the repair will now take and was advised the part was now due in the following Tuesday being 14th October. I waited another week and phoned back on the 20th October for an update, I was advised someone would call me back, no one did. On 21st October, my husband phoned and was advised the job had not even been started, they were planning on stripping the car that day but they have had multiple people off sick and this has caused the delay. There is also only 1 member of staff who can do this job so they couldn't tell us how long this would now take. To our surprise we received a call on 23rd October to say the job was complete and the vehicle was ready to collect. My husband attended that day as he was struggling to drive the manual courtesy car and really needed his automatic back. On his arrival, he gave in his name and the girl behind the desk, who we think may have been called Olivia who said she needed to check the job had been completed. My husband tried to ask why they have had the vehicle for 10 weeks when the job actually only took 1 day and it was explained that the only person who could do the job had been off and that he was lucky to have been provided with a courtesy car, then she just looked at him blank and gave my husband the keys to his own vehicle. My husband asked if he needed to sign anything, she said "no" and carried on talking to the person sat next to her. As my husband did not know where his vehicle was parked, on his way out he asked where the vehicle was and in a flippant manner she just pointed to the door and said it was either up the side or round the back. My husband was fuming with this response and the way he was spoken to so just left and had a look for the car himself. From start to finish we found this process to be extremely unprofessional and as we do appreciate circumstances such as delayed parts and absent staff can arise, the level of communication has been appalling. Any time we phoned for an update, which we tried to keep to a minimum, we were made to feel like we were adding to their problems which was never our intention, we simply wanted to know what was happening after you having our vehicle for so long. Unfortunately our experience with this garage has put us off buying another Kia, which was our intention within the next 12 months and also any work / services etc for the Kia we own will now be taken to another garage.

Hi Paul, Christopher, and TeamI’m following up regarding the outstanding claim and invoice for €8,069.69 from Conlons BMW, relating to the turbocharger fault on my BMW M4 (TFZ 7692).It’s now been two weeks since Paul’s last update (14 October) confirming the claim was pending review, and I’ve had no further communication from Assurant or Charles Hurst since.Please confirm when payment of €8,069.69 will be issued to me, as all documentation and evidence required to support the claim, including diagnostics, BMW’s quotation, and receiving bank details, have already been provided in full.As you’re aware, all relevant evidence has been supplied multiple times, including diagnostic reports, BMW’s quotation, and written confirmation that the warranty was valid at the time of failure. The fault was reported to Charles Hurst back in August, well within the warranty period, and the subsequent delay has been entirely outside my control.This vehicle has now spent a significant amount of time off the road since purchase, more than nine weeks in total between repairs and ongoing warranty delays, which is clearly unreasonable.At this stage, I would appreciate a definitive update on authorisation and payment timing so that this matter can finally be resolved.Kind regards,Dave Brown

Was seen promptly and was helped with my enquires. Test driving a car was easy and I was able to come back again to drive it again.