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

When I purchased my car, I took an extended RAC warranty under agreement number CH1109447. I've contactedaround 11.03.26 to complain about a noise on my car when accelerating. Initially booked to 20.03, I had to reschedule the inspection to 30.03 as I was not available to attend on any of the other days offered before. On the day, it was diagnosed a fault on my drive shaft. It was told to me that the issue would not be covered under manufacturers warranty as the inspection took place after the warranty expiry date, 24.03.26. Charles Hurst then raised a claim with RAC which was then declined as the issue was reported before the RAC warranty started. All that Charles Hurst offered me was a discount to get the issued repaired. I feel very frustrated and don't think what the branch offered me is correct as I'm currently left with a widow without warranty on the vehicle. Vehicle REG is AMZ3240.

I had my car serviced today in Vauxhall Belfast. Really great customer experience, it is so refreshing to talk with people who are professional, knowledgeable and friendly. I was guided through the vehicle inspection process and able to make an instant decision on getting extra work completed. 10/10 to Rhonda, a real asset to Vauxhall Belfast and Hurst.

The lady Cheryl in the showroom was very helpful and knowledgable in any questions I had regarding my upcoming change of mobility car. I had been looking around at vehicles and I found her to be very helpful.

Persistent fault with CMZ 3510. Reverse camera is faulty and does not work correctly. There is a continuously bleeping with the parking sensors and do not stop as they should. A, P warning light remains illuminated on the dashboard constantly. This is going on for nearly two in a half years. Donnelly bros had it for 11weeks and told us they put new camera and sensors in. It had to go back in October with the same problem and January with the same problem. Prior to all this she has been in with the same problem. This is completely unacceptable after all this time and after having my car taken of me for 11 weeks I’m still suffering with the exact same fault. As this is a mobility car it must be safe and fit for purpose. I have already informed Motability Operation of this situation. I now require a permanent fix for this fault carried out by a senior technician. A written explanation as to why this has failed to be repaired on so many occasions. I expect a full response and a resolution within 14 days.

Hi, I had my Vauxhall Vivaro Van VRN DC66FYB in for repair 20 Feb 26.I had a warning light appear for Pollution system and took my van to my local mechanic. The diagnostic test revealed that the Thermal Plunger 1 to 4 were faulty. This is something that should have been repaired by yourselves and I wouldn't expect the fault to occur again just over a month of being fixed. Please could you check your records and get back to me.RegardsDennis

Our Reference: 280595010426Policy Reference: CH117904802 April 2026Dear LookersWe have received a complaint from Mr Porter, could you please log this and contact the customer back accordingly?Mr Porter had an issue with the Diesel Particulate Filter on his vehicle a few weeks after purchasing it, in 2025 a claim was logged under his warranty plan from Lookers for the cost of a replacement which we authorised.Mr Porter feels that Looks should not have logged this under the warranty plan and the costs should have been supported by Lookers directly.Customers Name: Steven PorterEmail Address: stevenporteruk@yahoo.comRegistration: KGZ 5544Contacting UsIf you need to contact us about your complaint, you can by one of the below options:0330 100 3245*customer.relations@assurant.comWe are open Monday to Friday between 9.00am and 5.00pm (excluding bank holidays).Yours sincerelyAshleyCustomer Relations