I was given false information numerous times by the same staff member regarding the vehicle. Turned up to collect the car, was assured it was all in order, car battery wouldn’t start. No apology from the sales person who had dealt with me - she was rude, dismissive and clearly unknowledgable from the get go. I brought the car back to deal with multiple issues it had, Toyota did not fix all these so even service from them was disappointing. The one star I’ve given is solely for Anthony who dealt with all my queries and my return of the car and apologised for the poor service. He was brilliant. The rest of the experience was awful and I could never recommend Charles hurst to anyone

I bought this car on 20th October, it has so far been back in for faults 4 times and is now due back in again for yet another fault.I had emailed the sales person - Aisling McCrory who sold me this car regarding all of this and me being unhappy, and she told me in basic terms that " she is a sales person, this is an after-sales issue and what would I like her to to about it".I had highlighted all of my issues in my email as I wanted my dissatisfaction documented.I also advised that the car was supposed to have had paintwork touched up with the pen she had supposedly ordered. This STILL has not happened and the service dept can't get the pen which should be there.Aisling advised me to call past and she would do it for me as it's like "painting nail varnish". This is completely not the point - we were promised that the car would have this done on pick up and stupidly we didn't check as we trusted it would be.I have copied the email to the manager Ricky Ayre on 7th January to express my annoyance and he has not contacted me regarding this.The car has now been in for:1. electric wing mirror replacement2. back seat belt sensor replacement3. dashboard not being fitted correctly - this is still ongoing4. alarm faulty - it's not going back in for the same fault5. Had a new battery fitted as the battery was done6. In December, they said the back wiper was so worn down it needs replaced.The inspection has also shown that the brake discs are just about the legal limit meaning I am going to have to replace them within the next few months as well which is just not how I expected this experience to be. We saved for this car for a couple of years intending it to be roadworthy for at least a year until service.All of the faults, except the alarm have been since I collected the car with it first going back in 2 weeks after purchase.I'm really quite disgusted with my whole experience. There has been no contact, no show of good will at all and the new car experience has been completely ruined.Friday is my only day off and now 5 have been spent leaving my car to the repair centre, with only 1 time being able to get a hire car thanks to Erin at Nissan.Surely when you sell a car you have a responsibility to the customer. I feel completely ignored, fobbed off and unimportant now that you have our money.I have been in contact with Citizens advice regarding this so I am aware of my rights.I'd appreciate you stepping in as I no longer am happy to deal with Used Direct Newtownabbey.I appreciate your quick response.

Your prices are always high and not sure if someone has contacted me for the options.

Im trying to get speaking to an actual person to discuss my PCP agreement - I called a number of times before Christmas 2025 and no one has called me back. Im very disappointed at the lack of response and unwillingness of your staff to acknowledge my request or even call me back. If I dont hear a response from a representative of Lookers about my PCP agreement (which ends this year) I will have no option but to take this matter further with a third party.

Im trying to get speaking to an actual person to discuss my PCP agreement - I called a number of times before Christmas 2025 and no one has called me back. Im very disappointed at the lack of response and unwillingness of your staff to acknowledge my request or even call me back. If I dont hear a response from a representative of Lookers about my PCP agreement (which ends this year) I will have no option but to take this matter further with a third party.

Related to pricing and negotiation

All staff helpful and good to discuss aspects of cars

Very poor trade in price for my car- £1500 under what I traded it in at another dealership. No wiggle room on the car I test drove. The salesman wasn't very helpful with the car details or specs, as he didn't chat about the car at all throughout the test drive, which I found really strange and it was a negative for me. All communication was based on he's previous job in retail. As a customer I'm there to buy a car, and I get a rapport needs built up but this was excessive to the point where if the price to change my car was right, I wouldn't have made the deal. The dealer was probably coming from a genuine place and I get it but completely missed the mark of trying to sell me the car. I spent a test drive listening to him go through his previous employment and how good he was at it. Honestly it's not a good look for your business as it's brand damaging.

Communication email was ignored

Please pull the customer complaint through in attachment- the customer sent letter through to BMW branch and will not attached or copy to here.Customer has an issue with a BMW M4 which he took ownership April 25 and has been in and out of Garage since. Please take a look at and reply back to customer.