Guy Zac in newtownabbey was great kept me informed of any new stock that suited what i was looking for and within my budget.

I am writing to formally raise a complaint regarding the Kia Sportage 2020, reg RGZ4776, I purchased from Charles Hurst Used Direct, on 12th September 2025, and collected on 15th September 2025.Since taking ownership, the vehicle has developed multiple serious faults within a very short period of time:• 25th September 2025: I had to return the vehicle due to smoke coming from under the bonnet and a strong burning smell. The car was with you for a full day and I was advised that the issue had been resolved.• 30th September 2025: The same problem occurred and I was required to return the vehicle again, where it was kept overnight for further repairs.• Today (20th October 2025): The oil fault light has illuminated, and I believe the vehicle is now leaking oil as suggested by the light coming on and fluid on the ground of my driveway overnight and also where my car was parked in work today, coupled with the oil warning light.Given that these issues have arisen so soon after purchase, and the car has already undergone multiple repair attempts, it is clear that the vehicle is not of satisfactory quality and not fit for purpose as set out under the Consumer Rights Act 2015.I have sought advice from Trading Standards, who have confirmed that I am within my rights to reject the vehicle and request a refund. They have also advised me that I should not drive the vehicle as it is not in a safe condition and requires immediate attention.I therefore ask that you confirm, within 5- 7 days, that my refund is being processed and when I can expect the money to be refunded to the bank account from which the original payment was taken. I would prefer to handle this amicably and directly with your dealership before taking the matter further.Please acknowledge receipt of this email and confirm the next steps in reply to this email.

This is in relation to a recent purchase from Charles Hurst Used in Newtownabbey.When I first viewed the vehicle, I flagged the frosted/misted headlight, and was assured by the sales representative that it would be replaced. He later apologised for the miscommunication. I believe the headlight was inspected during dry weather and appeared to function correctly, but I expressed concerns that moisture ingress would likely cause problems in wet conditions.Unfortunately, those concerns have now materialised. The headlight unit is failing – it’s displaying multiple warning messages, the indicator has stopped working, and a dim light remains on even when the vehicle is switched off and locked, which is now draining the 12V battery. I’ve attached comparison images of both headlights for your reference – I believe you'll agree the fault is visually apparent and beyond acceptable for a vehicle with just 20,000 miles.The vehicle is already booked in to check an issue with its brake assist front radar, and I’ve requested that the headlight issue be addressed at the same time. I’ve looped in the complaints team because this issue was identified at the time of purchase and I was assured it would be resolved.Only on the day of collection was I informed otherwise, which has now resulted in me needing to take time off work to bring the vehicle to Mallusk from my home in Omagh.This isn’t the level of service I’ve come to expect from Charles Hurst or the Lookers group. I've had several vehicles from the group in the past, and have many friends and family members, and never encountered issues like this. I was told, rather dismissively, that the car is used and not every issue could be fixed – but in my view, this isn't a minor flaw. On a car of this age and mileage, a faulty headlight unit should not be considered acceptable, and certainly not ‘normal.’I’d appreciate your support in getting this properly investigated and resolved under warranty.

Booked car for a test drive at 4pm . Arrived at 4 pm to be told someone would see me shortly . At 4.20 I was told car would be ready soon . At 4.40 I was toldIt would ready in another 10 mins . As I had another appointment at 5.15 I had to leave without seeing or having a test drive in the car.Overall experience was very disappointing.

I am writing to raise a formal complaint regarding my 2020 Peugeot 5008 (1.5 BlueHDi, registration CV20 NFG), which I purchased from your dealership on 10 January 2025 for £16,740.The vehicle has now suffered a major engine failure requiring a full engine replacement. This is entirely unacceptable for a car of this age and very low mileage (just over 5,000 miles since purchase) and represents a clear breach of the Consumer Rights Act 2015, as the vehicle is neither of satisfactory quality nor durable.Although the car is now just outside its 6-month warranty period, I previously contacted your team about dashboard warning lights and provided screenshots as evidence. My concerns were dismissed at the time without proper investigation. These earlier faults may have been linked to the current engine failure and must therefore be considered as part of this complaint.I also requested the full service history and manufacturer’s documentation when purchasing the vehicle, but these were never provided. I have proof of these requests. The omission of this information prevents me from verifying the vehicle’s maintenance record and may amount to a failure to disclose material information.I am particularly concerned about the conflicting and unprofessional communication I have received:• On 13/10/2025, Chris advised me that it was not the dealership’s responsibility to recover my vehicle but assured me that if I arranged recovery, a diagnostic check would be performed free of charge.• On 15/10/2025, Sam from Vauxhall Service Repairs told me I would need to recover the vehicle again to Peugeot and that the diagnostic report would not be shared. When I sought clarification, he refused to provide details and ended the call abruptly.This inconsistent handling has caused significant inconvenience, stress, and expense. As a registered childminder serving local schools, I rely on this vehicle daily for the safe transport of children, and this situation has severely disrupted my work.Under the Consumer Rights Act 2015, faults arising within six months of purchase are presumed to have been present at the time of sale unless proven otherwise. Given that I reported issues within this period, responsibility rests with your dealership.I therefore request that you:1. Arrange for the vehicle to be repaired at no cost to me, or2. Replace it with one of equivalent value and specification, or3. If neither is possible, provide a full refund or appropriate price reduction.Please provide a written response within 14 days confirming how you intend to resolve this matter.I have also notified Tesco Bank, who financed the purchase, as they may share liability under Section 75 of the Consumer Credit Act 1974. If I do not receive a satisfactory response within 14 days, I will escalate the matter to The Motor Ombudsman and, if necessary, pursue the claim through Small Claims Court.

Sam was brilliant he was friendly kind and let us take our time.He put no pressure on me.Honestly made the decision so easy

Martin McKenna was very friendly and helpful

Poor communication, let down by unprofessionalism. Car was sold and I wasn’t informed there was more interest.

Dear Charles Hurst UsedirectI am writing to you in regards to the Audi A5 (WH19 EVV/JSZ 5460) that I purchased on the 22nd July 2025 (collected on 24th July 2025) from Charles Hurst Usedirect Premium Direct Newtownabbey.The vehicle was incorrectly advertised as having "a Bang & Olufsen sound system" as can be seen in the original advert (https://www.charleshurstgroup.co.uk/usedirect/used-car/audi/a5/40-tfsi-black-edition-2dr-s-tronic/id/727993)(archive) in the "General" tab. Unfortunately the vehicle only has the base model sound system, which I confirmed directly with Audi Belfast on 29th July 2025.I first reported this issue on the phone to Chris Irwin (christopherirwin@charleshurstgroup.co.uk) on 29th July 2025 who originally sold me the car, in which I was told that he would talk to his boss and get back to me. I was never contacted so called again on the 6th August, 18th August, 28th August and 18th September and each time was told that they would get back to me, however I was never contacted.During my calls with Chris Irwin I suggested a partial refund as it is not possible to retroactively fit the premium Bang & Olufsen sound system.I have now sought advice from NIDirect Consumerline who have advised that in relation to the Consumer Rights Act 2015 the goods must be as described and if they are not, the seller is required to supply the goods as described or to give a refund. As the goods cannot be supplied as described, I would like to request a partial refund.The original cost of the Bang & Olufsen sound system when new was over £2000. I suggest a refund of £1000.Please regard this email as a formal complaint. I would be grateful if you would get back to me within seven days.P.S. On 24th September I sent this email to feedback@charleshurstgroup.co.uk but did not receive any reply.Kind Regards

Did not receive walkaround video.