I am writing to request a refund of the £250 reservation fee I paid for a vehicle reservation. After the test drive on 15th January, I found some wear and tear issues, The salesperson assured me that these issues would be fixed before delivery of the car and requested two weeks to complete the work. At the time, I agreed to this.However, I have now decided not to proceed with the purchase. It has only been four days since I made the reservation, including the weekend, and I have not signed any contract. I kindly request your assistance in processing a refund of my reservation fee.

Recently purchased a Mazda which was in great condition. I found James who sold me the car to be polite, friendly and helpful and went above and beyond to help. Would have no hesitation buying a car here again, highly recommend.

I bought the car in August, it’s only 3 year old and it’s with Kia in Belfast with issues and engine issues being taken out, spoke with finance company who said I can walk away from car so I would like this actioned with immediate effect

Not sure where to start. I’ve been driving for just under a year and have already gone through three cars, unfortunately. The most recent one was written off due to black ice. For context, that car was bought brand new from MG Newry — not from Charles Hurst — and I have to say, MG Newry were an absolute pleasure to deal with. I wish I could say the same about here, for legal reasons first names have not been used! I recently took delivery of a Skoda Kamiq on Tuesday 25th November 2025, but the problems started long before that. When I first viewed the car, there were white paint-like marks on the driver’s seat. I told Mr P, the salesperson, that if I bought the car, those marks needed to be gone. He said he would “try his best.” Well, they got the marks out — but in doing so they damaged the finish of the seat, leaving it looking even worse. I also asked Mr P directly not to play games and to be honest about any dents or marks on the paintwork. He assured me there weren’t any. I picked the car up, got it home, and immediately noticed a small dent on the left wing and a touch-up on the bumper that isn’t even the same shade of white. That was lie number one just to sell the car — and now I’m likely left with the damage because I doubt they’ll take responsibility. Later, I took my papa to see the car because he has years of experience. Mr P wasn’t there (finished early), so we dealt with Mr K — the only polite and professional member of staff we met. My papa was getting ready to test drive the car and, as you do, started to discuss price. Another salesperson, Mr J, overheard and decided to insert himself. He walked over from across the showroom and began reading numbers off a page, insisting the price wouldn’t budge. I pointed out there was another similar car listed cheaper, and he practically called me a liar. Then he and another salesperson crowded around a computer “to prove us wrong.” At that point, my mum and papa had enough and asked what I wanted to do. I still liked the car. When Mr J heard this, he came back over and I told him directly that I didn’t want to deal with him because he was the one causing the problems — and he did not like being told that. We eventually got the test drive, and Mr P was meant to contact me the next morning. Mr P phoned on Friday and honestly didn’t seem to care about what happened. No apology, just “I cannot comment on what happened yesterday.” On Monday my insurance paid their portion and I bridged the rest so I could collect the car on Tuesday. Payment was made as follows: - £11,000 by bank transfer - £1,700 in cash - £1,944 by bank transfer Before I left, they counted the cash twice and even told me I had overpaid by £20, which they refunded. That detail is important. The next morning I noticed all the defects Mr P had lied about: the dent, the mismatched bumper paint, and the damaged seat. A week later, I got a phone call from Mr P saying I “owed them £50” because apparently £50 cash is missing — despite the fact everything was counted twice and settled before I left. And somehow it took them a week to tell me this. As soon as I got off the phone, I called my dad. We checked all the numbers, and I don’t owe them anything. I emailed Mr P explaining the payments, and a few minutes later he phoned again while I was at work, repeating the £50 claim. I told him I didn’t have time and that my dad would deal with it, and Mr P then said, “Well, you emailed and asked me to phone you,” which I absolutely did not. When I corrected him, he said my “attitude is disgusting” and refused to speak to me anymore. He then hung up on me. When my dad called him, he hung up on him as well. If you’re looking to buy a car, avoid Charles Hurst Portadown — especially Mr P. He lies through his teeth, promises things he doesn’t deliver, and treats customers with complete disrespect, same with the rest of the sales people minus Mr K, I would ideally want everything Mr p said he would do to be done but I have very little hope that will ever happen! Look forward to the reply to this!

Not sure where to start. I’ve been driving for just under a year and have already gone through three cars, unfortunately. The most recent one was written off due to black ice. For context, that car was bought brand new from MG Newry — not from Charles Hurst — and I have to say, MG Newry were an absolute pleasure to deal with. I wish I could say the same about Charles Hurst.I recently took delivery of a Skoda Kamiq on Tuesday 25th November 2025, but the problems started long before that. When I first viewed the car, there were white paint-like marks on the driver’s seat. I told Paul, the salesperson, that if I bought the car, those marks needed to be gone. He said he would “try his best.” Well, they got the marks out — but in doing so they damaged the finish of the seat, leaving it looking even worse.I also asked Paul directly not to play games and to be honest about any dents or marks on the paintwork. He assured me there weren’t any. I picked the car up, got it home, and immediately noticed a small dent on the left wing and a touch-up on the bumper that isn’t even the same shade of white. That was lie number one just to sell the car — and now I’m likely left with the damage because I doubt they’ll take responsibility.Later, I took my papa to see the car because he has years of experience. Paul wasn’t there (finished early), so we dealt with Kurtis — the only polite and professional member of staff we met. My papa was getting ready to test drive the car and, as you do, started to discuss price. Another salesperson, James, overheard and decided to insert himself. He walked over from across the showroom and began reading numbers off a page, insisting the price wouldn’t budge. I pointed out there was another similar car listed cheaper, and he practically called me a liar. Then he and another salesperson crowded around a computer “to prove us wrong.” At that point, my mum and papa had enough and asked what I wanted to do. I still liked the car. When James heard this, he came back over and I told him directly that I didn’t want to deal with him because he was the one causing the problems — and he did not like being told that. We eventually got the test drive, and Paul was meant to contact me the next morning.Paul phoned on Friday and honestly didn’t seem to care about what happened. No apology, just “I cannot comment on what happened yesterday.”On Monday my insurance paid their portion and I bridged the rest so I could collect the car on Tuesday. Payment was made as follows:- £11,000 by bank transfer- £1,700 in cash- £1,944 by bank transferBefore I left, they counted the cash twice and even told me I had overpaid by £20, which they refunded. That detail is important.The next morning I noticed all the defects Paul had lied about: the dent, the mismatched bumper paint, and the damaged seat. A week later, I got a phone call from Paul saying I “owed them £50” because apparently £50 cash is missing — despite the fact everything was counted twice and settled before I left. And somehow it took them a week to tell me this.As soon as I got off the phone, I called my dad. We checked all the numbers, and I don’t owe them anything. I emailed Paul explaining the payments, and a few minutes later he phoned again while I was at work, repeating the £50 claim. I told him I didn’t have time and that my dad would deal with it, and Paul then said, “Well, you emailed and asked me to phone you,” which I absolutely did not. When I corrected him, he said my “attitude is disgusting” and refused to speak to me anymore. He then hung up on me. When my dad called him, he hung up on him as well.If you’re looking to buy a car, avoid Charles Hurst Portadown — especially Paul. He lies through his teeth, promises things he doesn’t deliver, and treats customers with complete disrespect. I want my wing and rear bumper repaired because I was told there was no paint damage when I bought the car. If Lookers would like to contact me, please do, because this has been the worst experience I’ve ever had with a dealership.

I bought my first car from yourselves around 6 months ago to which had numerous issues and despite having 3 courtesy cars, i was able to trade this in despite losing money i should not have lost. I was advised by your dealership to go for a Kia as it had good warranty to which i agreed i originally wanted the mustard colour but was told the Manager said to go for the black Kia Stonic. My car has been returned to Kia Boucher Road and have been advised today that the engine has to be taken out as they are unsure what is wrong with it, i am greatly annoyed as this should not be the case with the car only 3 yrs old and i feel your company knew there was an issue with this car in order for me to take it. I'm totally fed up with the after care and no compensation to my frustrations and despite ringing and emailing no one has the decency to contact me back all they care about is getting a sale. I have contacted trading standards about this and if i don't get a response i will be taking this to a higher level as i am taking no more. Despite being advised the warranty will cover this i feel it's totally unacceptable

Hi. I purchased a car from Charles Hurst Portadown on 19th of September. From pre sales to aftershaves, I have had nothing but bother.Firstly dealing with sales man Paul, I was advised that they will give free warranty cover, alloy damage or paint protection free of charge with my purchase. I asked if I was able not to take these packages and just renegotiate the price. He advised me that nothing can be done with the price as Charles Hurst have a price match guarantee and they are the cheapest on the market. I was OK with that, agreed the sale, paid the money and agreed to pick up the car at later date and I would take the free warranty package. However, I received an invoice a day or 2 later showing I was charged £489 for warranty cover. I sent an email to Paul advising that I was very unhappy with the charge and asked him to get sales manager to contact me as I has been mis sold warranty cover which was unethical and against FCA regulations. When speaking with Daniel, he confirmed that Charles Hurst had a take £500 off promotion and asked if I had requested warranty cover. I explained, I was giving an option of FREE cover so I chose warranty. After outling to him that I had been missold warranty cover, I wanted the warranty cancelled and a refund given. Daniel arranged this for me and I was given a £500 refund via bank transfer.When I collected the car on 19th Sept, I was told by sales guy that the folding wing mirror wasn't working, but theyy have ordered a new mirror and will replace it and the spare key and log book was missing, but they will refer my to a keycare company for the spare key to be reprogrammed at my home address and I was given a cheque of £25 for a new log book.Not ideal, but I said I'm OK with that as long as all if this work is carried out, I'll be happy with that.When I drove the car home, I noticed the front driver door wouldn't lock either by key or by the push lock button on the door handle. I emailed Paul that evening and it was then passed to the service team.My car was booked in on 1st October to take a look at it, a new door handle was to be ordered and booked in to be fixed.The car was left in to get the fixes in place, the 'new' handle put on, the door locked, but when I opened the door, the handle was coming off in my hand, electrical wires could been seen and the wing mirror was replaced but a recalibration wasn't done, therefore my blind side on the camera wasn't working! I rang service and explained this, they said they were waiting on a little plastic part that covered the keyhole and that should rectify it.I brought it back for this little part to be fitted, trusted that should be it, but again the handle was hanging off, so again it was booked in for another fix.I left my car in on Friday 14th Nov for these fixes and got my car back on Thursday afternoon on 20th November. On this day, the car had been at your boucher road nissan dealer to have the problem fixed, apparently.I drive my car home and realised the warning symbol for wing mirror was still on and I emailed Anthony in service with a picture on Friday 21st Nov asking why the mirror warning signal was still on when it was supposedly at Nissan being fixed. He referred it back to Nissan and tgey are to get back to me.Anthony also confirmed that while Nissan had the car, they refitted a fuel pump as the car was due a recall to have this replaced.Now, this morning at 9am 22nd November, I get into my car, warning lights flashing, system malfunction and showing loss of power on dashboard.The car has been collected by RAC and brought to Charles hurst Portadown!All of the above work was referred to the warranty company with a false date(showing date after I collected the car) I refused the warranty claim as the dates and information they had given were incorrect and fradulent. I challenged Anthony on this, he explained, he had to do this first and if warranty company reject the claim, he will put it back to sales team to authorise!!I have had nothing but bother with the car, it has spent more time back at Charles hurst than it has at my home.Everytime I leave it in to be fixed, it comes back in worse condition than when it was left in!!I am at the stage now, I want my money back for the car!I look forward to your acknowledgement of this complaint within 7 days.I also will make you aware, I fully understand the time frames for complaints procedures.I look forward to your reply. If I'm am unsatisfied with the reply. I will be seeking legal advice and taking this to the motor ombudsman and the FCA for miselling and fraud.I have emails photos and the £500 bank transfer as proof of all of these.Thank you

Please see email trail from FORD below regards a Ford Fiesta I purchased from Charles Hurst ( USED CARS DIRECT , Portadown in May 2022.The car eco boost engine went boom in September of this year therefore leaving me at a loss of Approximately £6000! The cost of the car in May 2022 was purchased by me @ £12000I purchased the vehicle ( MXZ 9606) in good faith and was given the assurance from Charles Hurst that the car had been fully serviced. It hadn't !Because the service book was missing two services garage stamps Ford have used this as a cop out to progress any compensation for me any further I assumed Ford would have given me something financially but hey seem to think the problem lies with yourselves with the incomplete service books. The two omitted stamps relate to a time PRIOR to me purchasing the vehicle.You are probably well aware of the problems associated with numerous Ford car models and that this matter of their wet belt is notorious in the car sales businesses .... wet belt issuesWith this I'm hoping you may be ableTo compensate me for something saying as the problem may rest with yourselves regarding the servicingPlease adviseMany thanksMaeve McCabreyTel .. 07858664310Good afternoon Maeve,I hope you are well.Unfortunaltey this will not change the outcome.We do not go by the customers service history, we go by the vehicle itself regardless of the previous owners.As explained, in order for us to review we need to ensure the vehicle has been serviced correctly and followed to the correct service intervals since the vehicle was first registered.If you were sold the vehicle without full service history we would advise to discuss with your point of sale.There is nothing further we can do hereSent from Outlook for iOS

Dear Customer Liaison Team,I am escalating a Consumer Rights Act 2015 concern regarding my 2017 Land Rover Discovery Sport (LF67 XNE), purchased from Charles Hurst Usedirect Portadown on 31 March 2023 at 86,000 miles.I first emailed the dealership on Friday and followed up again on Monday about a new major mechanical fault. See email thread below. The vehicle is currently undriveable, and I am without transport with three young children including a 4 month old baby. I have not yet received any acknowledgement or guidance on next steps.For context, shortly after purchase the vehicle suffered a timing chain failure and was off the road for around three months while being repaired, with costs contributed to by the dealership. This, together with the current failure, raises clear concerns about the vehicle’s durability and conformity under the Consumer Rights Act.I would be grateful if you could urgently confirm:• who will be handling this matter;• when inspection/diagnosis will be arranged; and• how courtesy car or transport support will be provided while the vehicle is off the road.I am keen to resolve this promptly and constructively, but I do need a clear plan of action as soon as possible, please.Kind Regards,Sarah ScullionTel: 07912 851707Email: sscullion84@gmail.comOn Mon, 17 Nov 2025 at 14:52, Sarah Scullionwrote:Dear Damian and team,I am following up on my email sent on Friday regarding my Consumer Rights Act concern for the Discovery Sport (LF67 XNE).The vehicle remains undriveable, and I am currently without transport with three young children. Please confirm:• who will be handling this;• when the inspection/diagnosis will be arranged; and• how courtesy car support will be provided.I need the next steps today, please - so I can plan accordingly.Kind Regards,Sarah ScullionOn Fri, 14 Nov 2025 at 10:19, Sarah Scullionwrote:Dear Damian and team,I’m raising a formal concern under the Consumer Rights Act 2015 regarding my 2017 Land Rover Discovery Sport (LF67 XNE), purchased from you on 31 March 2023 at 86,000 miles.You will remember, shortly after purchase, the vehicle suffered a timing chain failure and was off the road for around three months while being repaired. You covered the repair and my costs for insurance of a second vehicle, confirming the fault was inherent at the point of sale.The vehicle has now developed a new major mechanical fault. It is making an unhealthy mechanical noise and is undriveable. A diagnosis is being arranged, but this is clearly another significant failure on a vehicle that has not been durable since sale. At present, the car cannot safely be driven.I am requesting that Charles Hurst:1. Arrange inspection and diagnosis of the vehicle;2. Cover the cost of repair or provide a substantial contribution; and3. Provide a courtesy car or transport support while it is off the road, and assist with collection if the vehicle is not driveable.Please confirm next steps. I would appreciate a response as soon as possible as I am currently without a car and have 3 young children.Kind Regards,Sarah ScullionTel: 07912 851707

cust purchased a vehicle sept 2024 VW _Polo then one he discovered no side airbags which he had been told they should be there. cust was advised to take the car back by vw as this was a safety thing. the sales team pushed the cust to take a renalt cli 2 weeks later the timing chain snapped. the vehicle was away for approx 2 months then the cust had the vehicle back for about 2-3 days. the repair hadnt been carried out. 1 month later a fault light came on. the repair was completed under warrenty. split hose pipe would not be repaired under warranty they had taped it up. cust tried exploring their options as he no longer really wants to keep it. 3 days ago he has another problem with the car. cust has paid for several repairs. There was some cosmetic damage to the vehicle due to a small bump. There had also been damage to the sill which was when the cust the vehicle for the timing chain.