purchased this car from you on 22 January 2026, including a 6-month warranty.My first contact regarding issues with the sensors was on the night of 20 February. The car was then booked in with you on 24 February. Please note that I had to pay for my own courtesy car (£72.88), as none were available that day.I collected the vehicle again on 24 February, as a fault was identified that you were unable to deal with and which required referral to Lexus Belfast, Boucher Road. I was advised at that stage that this would involve an additional charge not covered by warranty. An appointment was then scheduled for 11 March, which I chose not to attend as the sensor issues had become less frequent.I also enquired about the cooling-off period and was advised that this was six weeks, and that Charles Hurst must be given the opportunity to fix the issue within that timeframe. I was further advised that the appointment on 24 February did not “classify as a repair”, as no repair was attempted and only a history code was found with no other faults detected.To be candid, I became exhausted with the repeated back-and-forth emails and the lack of meaningful assistance, so I decided to leave the matter as I was not getting anywhere.On 7 April, I then made contact again to advise that I had discovered the rear passenger footwell was saturated with water. I was advised that “weeping” was not covered by warranty and that I would need to pay for this myself.This morning, I have left the car with my local mechanic, who advised that there is a TSB bulletin from Audi for this exact faultn light of the above, could you please confirm:Can this issue be repaired by yourselves?Is this repair covered under the 6-month warranty?

Went to the branch in portadown on the 13th around 10:13 am my partners car was due for service and it was only scheduled for a engine oil and filter serviceMy partner did not mention any faulty gear shifts at allAfter the car was serviced they told my partner that it had a gear shift problem and we need to go to Nissan and get it sortedBecause they might have been and liquid spill damage or probably a short circuit in the gear boxI and my partner did not understand , then he then advised me and my husband to properly clean the shift gear handle before going to Nissan ., and we didn’t understand why he said that sounded very sketchy to us . I then stated to the sales person that I did notice that once when we fully got the car when it came and I thought it was maybe I used the spare key ,we didn’t understand why they had ripped open the shift gear handle and told us now we are manually now shifting gearsUpon arriving at my house around 5 pm I tried to switch off the car as I was instructed but it didn’t fully shut off the car it kept beeping and showing on the dashboard switch to parking gear . I then called Brian twice and told him that the car isn’t fully switching off and what should I do he replied to me saying that the engineers have already gone home and I should ring back tomorrow morningRight now as I write this utter disappointment

I am writing to formally notify you that I am rejecting Vehicle Reg. IMZ4325 FORD FOCUS 2025, which I purchased from your dealership on 30/3/2026 for the sum of £19290.This is my legal right as per the Consumer rights act 2015.My reasons are as follows1. The car does not meet the description detailed in the advertisement for sale or in the description provided orally by the seller when I bought it.The vehicle had previous un-recorded damage that was not disclosed to me, on close inspection visual evidence includes a wing replacement on the passenger side and a creaseon the bonnet. The replacement wing has labels on the inside indicating that its a Ford parts plus part (i.e not fitted in factory) with a date code indicating that the wing was manufactured in August 2025 - the car was first registered in July 2025.2: The car is not of satisfactory quality taking account of its age and mileage i.e. its 8 months old and has covered only 3000 miles approximately, it has multiple dents and scratches on the door sills on both sides plus cigarette burns on the passenger seat, front passenger door card, passenger carpet mat, rear passenger carpet mat.3: The car developed a serious issue approximately 15 minutes into my journey home whereby the digital dash went black giving no indication of my speed etc, i had to pull the car in and attempt to re-start it multiple times before it started again. When i got it started i immediately returned to the dealership to reject and return the car.Upon my return to the dealership i was met by the manager (Colin) who agreed to a refund there and then.As of today 2/4/2026 i still have not received my money.Can you please action this refund as a matter of urgencyBest regardsPatrick Mc Elhinney

My wife (Sandra Fulton)bought a Hyundai Tucson 1.6 petrol 2022 7 weeks ago and a warning light has come on for a gpf filter problem.the car was bought in hursts portadown.she was asked to re-gen the car by driving for 30mins in 3rd or 4th gear which she tried.this did not work.now hursts are asking for £180 an hour to fix the problem.surely they have to stand over the car?Sent from my iPhone

Upon review the complaint detailed below would not be deemed a regulated complaint therefore this isn’t something that our team would deal with.@Customer Feedback – please you arrange for this to be logged on Rep and assigned back to the dealership.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: Daniel KhanSent: 21 March 2026 09:40To: F and I ComplaintsSubject: FW: Patrina McbrienRegulated complaint receivedDaniel KhanShowroom ManagerCharles Hurst Usedirect Portadown1 Carn Court Road | Portadown | BT63 5YXT: 028 3836 1111charleshurstgroup.co.uk/usedirectFrom: Ed CarsonSent: 18 March 2026 08:37To: Daniel KhanSubject: Patrina McbrienEd CarsonSales ExecutiveCharles Hurst Usedirect Portadown1 Carn Court Road | Portadown | BT63 5YXT: 028 3836 1111charleshurstgroup.co.uk/usedirectFrom: Patrina Mc BrienSent: 17 March 2026 21:55To: Anthony McKenna; Ed CarsonCc: Customer Care; complaint@autolend.co.ukSubject: Re: UNRESOLVED FAULT WITH FORD FOCUS BGZ7888 AND NOTICE OF REJECTIONExternal Sender: Confirm legitimacy before acting.Patrina McBrien45 Rosnarick CloseDerrygonnellyCo. FermanaghBT93 6JXCharles Hurst Portadown1 Carn Court RoadPortadownCo. ArmaghBT63 5YXRE: REJECTION OF VEHICLE, FORD FOCUS, BGZ7888.To whom it may concern,I am writing to formally reiterate my rejection of the above vehicle, which I purchased from you on 18th September 2025.From the time of purchase, the vehicle has suffered from a fault whereby the key is not detected on a regular basis. The issue was present at the point of sale and has persisted since.I understand prior to my purchase, you had already involved a third party to investigate the same fault, which indicates that the issue was pre - existing and known.Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and free from defects. As this fault was present at the time of purchase, the vehicle does not meet these requirements.I notified you of the fault immediately and exercised my right to reject the vehicle within the first 6 months of ownership.As such, I am entitled to reject the vehicle and receive a full refund. I do not accept any attempt to repair the vehicle as a resolution.As a result of being supplied with a faulty vehicle, I have incurred ongoing financial losses, including the cost of maintaining alternative transport. The losses are a direct consequence of this matter, and I reserve the right to recover any reasonable costs incurred.I request confirmation in writing within 14 days that you will accept the rejection and arrange a full refund, including any associated costs. If I do not receive a satisfactory response, I will have no option but to pursue the matter further, which may include formal legal action.Yours faithfullyPatrina McBrien________________________________________From: Patrina Mc BrienSent: Monday, February 16, 2026 11:42:16 AMTo: AnthonyMckenna@charlesHurstGroup.co.uk; Ed CarsonCc: Customer Care; complaint@autolend.co.ukSubject: UNRESOLVED FAULT WITH FORD FOCUS BGZ7888 AND NOTICE OF REJECTIONPatrina McBrien45 Rosnarick CloseDerrygonnellyCo. FermanaghBT93 6JXCharles Hurst Portadown1 Carn Court RoadPortadownCo. ArmaghBT63 5YXUNRESOLVED FAULT WITH FORD FOCUS BGZ7888 AND NOTICE OF REJECTIONTo whom it may concern,I am writing to formally raise a complaint regarding my vehicle Ford Focus BGZ 7888, which I purchased from you on 18th September 2025 for £7,499.00. At point of sale the vehicle was paid for by £1000 deposit and the remainder by means of a loan with Car Finance 247 as recommended by your garage.Since the date of purchase, the vehicle has exhibited persistent warnings saying Ford key not detected and key not inside vehicle. Despite returning the vehicle to your garage on 29th September 2025, 29th October 2025, 7th November 2025 and 5th February 2026 along with Key Access NI coming to my house on 20th November 2025, you have been unable to identify or repair the issue. Please find attached photos of messages sent to you in relation to the fault.Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. As the fault has been present since purchase and remains unresolved, I am exercising my statutory rights.Given that the fault has not been repaired within a reasonable time and without significant inconvenience, I am now rejecting the vehicle and request a full refund. Please confirm in writing within 14 days how you intend to proceed.If I do not receive a satisfactory response, I will have no choice but to escalate the matter to The Motor Ombudsman or pursue the claim through the courts.I look forward to your prompt reply.Kind RegardsPatrina McBrien

Dear Sir/Madam,I am writing to raise a formal complaint regarding my vehicle, a 2022 Seat Leon Xcellence Lux, currently with Charles Hurst Portadown.The vehicle has been off the road since 12th January while awaiting a replacement alternator. The alternator failure was caused by a worn auxiliary belt tensioner that was not replaced in time by Charles Hurst Portadown.As a result, this is not simply a parts delay, but an issue arising from workmanship, for which your business has accepted responsibility.While I appreciate there may be delays in sourcing parts, the vehicle has now been unusable for several months. This has caused significant inconvenience, and I do not consider this to be a reasonable timeframe to resolve a fault, particularly one resulting from a lack of timely action on the part of the garage.I am concerned that no meaningful alternative solutions have been offered during this time. Given the circumstances, I would expect one or more of the following:• Provision of a courtesy vehicle while my car remains off the road• Active sourcing of an alternative solution (e.g. reconditioned or equivalent alternator)• A clear and confirmed timeframe for repairI would ask that this matter is now escalated and addressed urgently. If a satisfactory resolution cannot be reached promptly, I will have no option but to pursue the matter further.I look forward to your response.Regards,Ruth Sheridan075 86784666

I was called by one of your sales representatives this morning regarding the possibility of trading in my vehicle (purchased from Charles Hurst Used Direct Mallusk branch) and was asked to come to the Portadown branch. I always deal with Jorge who is an absolute credit to your business and whose customer service has never been anything short of sterling. However, the customer service took a massive dip when someone called "Dan" from Finance was called over to look at my contract. He was as nice as can be when he thought that a new sale was on the table but after he checked my current deal status and realised that a sale was not going to happen he simply walked back over to Jorge's desk, dropped my contract papers on the desk stating "That car has lost a lot of money this year!" and then turned and walked back to his desk with no further explanation or civilities. I was absolutely stunned and disgusted at the 180 change in his attitude and only for Jorge's kindness I would have registered a complaint then and there in person. My current vehicle is my first with Charles Hurst and apart from Jorge the overall experience has been awful. I was already considering not using CHUD again when it comes time for my renewal in Nov 26 but was wavering due to a sense of loyalty to Jorge. However, the disgusting attitude of "Dan" today has cemented my decision to take my business back to Shelbourne at the earliest opportunity.

Dealing when buying the car was easy but when i left the dealership corrispondance from the sales rep was slow and i am still waiting for my warranty documents to be sent to me

Purchased a car in January had nothing but problems with it. Changed it to anyone which now has problems with it. Said the finance agreement would be cancelled on the first car before the first payment would be taken. But it wasn't and the payment has been taken. I would like it refunded as well as my deposit I paid on this car.

I am writing to formally complain about the vehicle I purchased from Charles Hurst Used Cars on 30/12/2025, which I collected on 06/01/2026. Since the date of collection, the vehicle has suffered from a series of serious faults, which is completely unacceptable for a recently purchased car.On collection day (06/01/2026), the vehicle would not start due to a flat battery and required a jump start before I could even leave the showroom car park. This immediately raised concerns about the condition of the car at point of sale.I also had to arrange for the second key to be reprogrammed, which was booked in with Charles Hurst for 26/01/2026. (Agreed on point of sale)Around 07/01/2026, the engine management light came on. I reported this issue and booked the vehicle in to be checked on the same day as the key programming appointment. (2601/2026) Following diagnosis, I was informed that the DPF filter was cracked and required replacement.On 04/02/2026, I again experienced issues when the car would not start due to another flat battery. I made several complaints to both Charles Hurst Used Cars and Kia. Charles Hurst took the vehicle back on 05/02/2026, replaced the battery, and returned the car to me on 06/02/2026.I then brought the car to Kia to have the DPF filter replaced and was assured this would be a one-day job. However, at approximately 12pm that day, I was informed that another issue had been identified and that I would not be able to collect the car. I was advised the vehicle would be kept until Monday 16/02/2026.On Monday 16/02/2026 at around 12pm, I was informed that the head gasket had also failed and that repairs would take approximately 3–4 weeks due to backlog.I find this situation completely unacceptable. A car purchased from a reputable dealer should not suffer from repeated and serious mechanical failures within weeks of purchase. The inconvenience, stress, and lack of confidence this has caused is significant, and I do not believe the vehicle was of satisfactory quality at the point of sale.I would appreciate a response outlining how Charles Hurst intends to resolve this matter. I have lost all confidence in a car which I had just recently paid £22k cash and given it is in warranty I would like to request a refund. I have now given Charles hurst 3 opportunities to fix the car and instead I am without it for 4 weeks?