Not getting any response from emails or No one answers the phone when you call in

Employee who dealt with my enquiry was excellent. However the female on the reception desk was poor. She had her back to us while she finished her conversation with colleagues. She swung round in her seat, sipping a drink from a strew and gestured, rather than speak. Her demeanor and attitude was poor.

I was told my car was fixed and collected it and it broke down 10 minutes after leaving the dealership. Called the RAC and diagnostics showed 2 faults, the same faults that the warning was displaying a week before when the RAC towed it to Charles Hurst vauxhall to get fixed. It seems all that was done was an oil change even though the car is saying engine oil pressure fault stop the vehicle.I could have been killed on the way home as the car lost power when I was driving at 50 miles per hour on a dual carriageway.This is a motability car for a disabled child and I have lost all faith in the safety of this car and the ability of Charles Hurst to fix it.The RAC now have to tow it back to the the dealership tomorrow as it wasn't fixed in the first place.

Spoke to Michael friendly went above and beyond to answer my questions

Sales people were very helpful. Nothing was rushed a very good experience

Dismissive attitude of Jonathan Pollock - refused to return calls; delayed dealing with my rejection request; caused additional stress to an already difficult situation for me, the customer. Penalised me for working with the after sales team, for giving them multiple attempts at trying to fix the car fault- deducted £800 for mileage (45p ltr). In addition, 3 attempts from vauxhall mechanics to fix the door fault, caused too much disruption and inconvenience and lack of trust in their ability to fix the fault, which was the reason for rejection. Car returned to dealership 5 times in 4 months of ownership. Given all of this, to then charge me £800 is unreasonable. I wiil not return to Charles Hurst and will never recommend them, given poor level of service.

I am writing to follow up on my formal complaint sent on 9 March 2026 regarding the extended warranty purchased with my vehicle in August 2025 (REG: KRZ 3537). To date, I have not received any response.Given that over eight weeks have now passed, I find this lack of communication unacceptable and below the standard I would expect from Charles Hurst / Lookers Group.To reiterate, my complaint concerns the apparent misrepresentation of the extended warranty at the point of sale. I paid approximately £500 for this warranty after being advised it would cover me “in case anything goes wrong in the first year.” However, my subsequent experience has shown this not to be the case.Since purchase, I have incurred the following costs:December 2025: £306.05 (diagnostics and glow plug repairs)February 2026: Further diagnostic fees and repair issues, many of which were not coveredIn particular, I am concerned that:1/ Significant limitations of the warranty were not clearly explained2/ A £177 diagnostic fee is required for each claim assessment3/ Multiple faults have been excluded from cover4/ A claim relating to the coil spring and top mount was rejected on the basis of “erosion” within six months of purchase.To date, I have spent approximately £1,134.72 on diagnostics and repairs within the first six months of ownership of a vehicle purchased for around £5,500.Based on how the warranty was described to me at the time of sale, I believe it was mis-sold. Had I been made aware of these limitations and costs, I would not have agreed to purchase it.I now request the following:1/ A full written explanation of the warranty coverage and exclusions2/ A review of the rejected claim3/ Consideration of reimbursement or goodwill compensation4/ An explanation for the lack of response to my original complaintIf I do not receive a satisfactory response within 14 days, I will have no option but to escalate this matter further through Lookers Group Head Office and, if necessary, pursue the complaint via The Motor Ombudsman.I look forward to your prompt response.Kind regards,Greg McGeown

My car is 100% better and running really well.Thank you for doing a really good job with it and I would recommend you anytime Cheers.

I wish to raise a formal complaint regarding the vehicle I purchased from your dealership on 2nd April, which has caused inconvenience, concern, and loss of confidence due to multiple faults, lengthy resolution time and poor communication from your service department.I purchased the car for my daughter, and within 30 minutes of leaving the dealership, the vehicle broke down on the motorway when the engine warning light illuminated. This was extremely distressing and wholly unacceptable for a newly purchased car.Since then, the vehicle has remained with your service department, where I was informed it required a new wet belt. My daughter was advised she could collect the car on Friday 17th April, only to be told on the day that the engine would not start due to a software issue. This represents yet another fault on a vehicle we have not even had the opportunity to use.When I contacted your service department for clarification, the agent I spoke with was indifferent to my concerns, despite the seriousness of the situation. I requested a call back from the service manager, but no one contacted me. This lack of communication and accountability has only added to our frustration.At this point, we have been without the car we purchased in good faith for over two weeks, and the ongoing issues have severely undermined our confidence in the vehicle and in the service provided by your dealership.Given the circumstances, I believe it is reasonable to request appropriate compensation for:• The significant inconvenience caused• The extended period without the vehicle• The repeated faults on a car purchased in good faith• The poor communication and lack of follow up from your staffI expect a prompt response outlining how you intend to resolve this matter, including what compensation will be offered and what assurances you can provide regarding the reliability of the vehicle going forward.

Really fancied the new vauxhall frontera but could not strike the desired deal