I am writing to formally complain following my appointment today at Charles Hurst Vauxhall regarding my vehicle, registration PN24 OBV, which I purchased from Charles Hurst Used Direct on 5 December 2025 for £27,000.I purchased this vehicle specifically for my wife, who is currently heavily pregnant, to ensure she could travel safely during her pregnancy and in preparation for the arrival of our baby in March 2026.On Tuesday 3 February, the driver’s side window controls failed and no longer operate. I contacted Charles Hurst on Wednesday 4 February and was advised to book the vehicle in at Charles Hurst Vauxhall for today (11 February) for a vehicle health check and assessment of the fault.Since 3 February, the driver side windows have been unusable, which has caused considerable inconvenience. Given that my wife is the primary driver and is heavily pregnant, this also raises genuine safety and welfare concerns. She is due to give birth on 31st March 2026.When I attended today, I was advised that because the vehicle is under a Volkswagen manufacturer warranty, I would need to take the car to a Volkswagen dealership or otherwise be charged for repairs. I would note that I had booked time off work to attend this appointment, which has now been wasted.This advice is not correct in law. As the vehicle was purchased less than six months ago, the matter is governed by the Consumer Rights Act 2015. Any fault arising within this period is presumed to have been present at the time of sale, and responsibility for resolving the issue rests with Charles Hurst as the supplying dealer, not the manufacturer. The Act requires that faults are remedied free of charge, within a reasonable time, and without significant inconvenience to the consumer.I have since contacted Agnew Volkswagen, who have advised that their earliest available appointment is 17 March, which would be over six weeks since the fault was first reported. This is clearly not a reasonable timeframe, nor is it acceptable service in the circumstances.Given the age of the vehicle, the short time since purchase, and my wife’s condition, the current situation is causing significant inconvenience and raises safety concerns. A wait until mid-March is not reasonable.Please confirm by return how Charles Hurst intends to resolve this matter by one of the following:Arranging and covering the cost of repair directly; orArranging and funding the repair through Volkswagen on my behalf; orProviding a suitable courtesy vehicle while repairs are completed.I would appreciate a prompt response so that this matter can be resolved without the need for escalation.Kind regards,Aiden Doyle

Customer has always had her vehicle picked up from home address for servicing and MOT - customer has agreement with branch for collection an delivery. Please call customer as she asking why branch cant collect and delivery - Vehicle is book with a courtesy car on th 17th Feb.

I am very disappointed with the service provided by Vauxhall Belfast.When I initially viewed the vehicle, before purchasing, I pointed out a number of small scratches on the paintwork and was assured that these would be fixed.It was a very wet day when I collected the car, so when I got the car to my house I had a chance to have a proper look and many of the scratches were still visible. On top of this the car was dispatched without a proper clean and valet inside. I contacted the salesman and was told to return the car and these problems would be sorted out. I left the car back at the garage.Again, when I collected the car it was a wet day and didn't get a chance to have a proper check of the paintwork. When I returned home I discovered there were many of the scratches still visible.I would like to know what action you are going to take to sort out this problems.Ken Snodgrass

Travelled to Boucher Road Vauxhall, to discuss offer seen online via your website advertising PCH deal on the new Frontera at £179 pm. Only to get there and spend 2 hours, to be informed that their PCH deals did not include VAT. To which we had a lot of back and forth, given this is a consumer website and should be advertising all prices INCLUDING VAT. In comparison the business website for BCH shows price EX Vat as expected. So all in all, 2 hours of our evening wasted never mind the travel time and costs. Just to let you know, we then went ahead with Ballyrobert Vauxhall who did not try to add on additional VAT.

The Motability girl was very helpful, when I decided to buy a Mokka the salesman was helpful and emailed prices and information to me.

Michael MC Greevey was pleasant informative and professional can't ask for more10 out of 10 complete customer satisfaction whole experience handled expertlyEven the receptionist was welcoming and pleasant which is a rarity nowadays little things like this make the difference and usually get bypassed but not this time well done to all.and thank you

Well pleased

10 out of 10 for service,

My car has been in with CH Vauxhall since the 15th of December for DPF cleaning and regeneration. This procedure takes 1 afternoon to complete. It is currently 28th of January 2026 and the car is still not ready. Updates were not given as promised, each phonecall i made to get answers has been disappointing to say the least. The customer service has been horrific with 0 care given to the case assigned but also a lack of accountability for the Significant time wasted without a vehicle.09/12 Vauxhall has numerous codes when checked. Driver mirror doesnt work. Strong diesel smell12/12 Vauxhall dropped off to CH Vauxhall for investigation. got told it won't be ready by EOD unlike they promised on the phone15/12 Got a call from CH Vauxhall to dat DPF needs replaced entirely. mirror was fixed and sensors can't be faulted.05/01 Rang CH Vauxhall for an update. work still not been completed.16/01 Rang CH Vauxhall as no updates were issued still. DPF regeneration to be done and rebuilt. expected by next Thursday.22/01 car supposed to be ready. no update.28/01 Calling CH to ask if the car is ready to pickup.Service manager nor the person handling my case are available for a call. message taken to call me back, doubt that will happen.Considering this car was a replacement for bsz4522 Peugeot that left me stranded three times... The lack of customer care or any kind of respect across Charles Hurst branches is evident and embarrassing.

There is insufficient space here to enter the full details of my complaint (inadequate car repair, annual service of the car and poor customer service). I have prepared a letter summarising the numerous aspects of my complaint which includes a detailed timeline together with pictures to evidence various aspects of my complaint. Please advise how this information can be provided to you electronically.