Efficient service, staff friendly and very helpful

Dear Customer Service & Resolutions Team,I am writing further to my formal rejection of the vehicle under the Consumer Rights Act 2015 and the recent request made by Lookers for me to collect the vehicle and return the courtesy car.For clarity, as previously confirmed in writing, I am exercising my short-term right to reject the vehicle. I do not accept the vehicle back and do not consent to collection.I also need to place on record that the current situation is causing significant and ongoing financial impact. I sold my previous vehicle in reliance on the confirmed delivery of this car and am continuing to pay the monthly finance instalments while being without access to the vehicle I am paying for and without alternative transport.I am also unable to purchase or commit to an alternative vehicle while this matter remains unresolved, as I am already financially and contractually committed to this agreement.Returning the courtesy vehicle at this stage would leave me with no transport at all, while I continue to incur unavoidable finance costs for a vehicle that failed to conform at delivery and has been unavailable to me for a prolonged period.This situation has arisen solely due to the failure of the vehicle at delivery and the subsequent delays in resolution, which are outside my control.Without prejudice to my rejection, I am therefore requesting that reasonable interim arrangements are agreed while the rejection process is concluded, whether by extension of the courtesy vehicle or another appropriate temporary solution.I would appreciate written confirmation of how you propose to proceed.Kind regards,Dr Sameh Elsabagh

Hello, when purchasing a car and considering 2 years extended warranty decision was made to add it when they said that in case of repairs they will provide another car to drive in the meantime. Car is now 2nd time in the garage, again 2 weeks. Explanation is you are getting another car to drive only after whole process and us starting working on it. So - 3-4 days just to look st the car, then another week asking approvals from extended warranty sending emails forth and back. Once approved whatever time needed to fix the issue. 2 weeks its extreme (no major engine issues or anything)

Dear Sir or Madam,I am writing further to my previous correspondence, and to formally clarify my position before the expiry of the 30-day period from delivery.The vehicle supplied to me, a brand-new Vauxhall Grandland, registration number JMZ4210, delivered on 20 November 2025, was not of satisfactory quality at the time of delivery and presented multiple faults from day one. As a result, the vehicle has remained unavailable to me for a prolonged period and has been subject to ongoing diagnostic investigations.On 3 December 2025, within 30 days of delivery, I formally notified the supplying dealer in writing that I was not willing to accept the vehicle back, due to the number of faults present from day one, the prolonged loss of use of a brand-new vehicle, and the resulting loss of confidence in it.Since that date, I have received no substantive response from Charles Hurst regarding my statutory remedy request, despite assurances that I would be updated. All subsequent information has come from third parties rather than the supplying dealer.I now formally confirm that I am exercising my short-term right to reject the vehicle under sections 20–22 of the Consumer Rights Act 2015.Without prejudice to this right, I am willing to consider a replacement vehicle of the same model, colour and specification, only if it can be supplied without unreasonable delay and without significant inconvenience. If a replacement vehicle is not immediately available from stock and would require a factory order or extended waiting period, this would constitute unreasonable delay, and I will therefore require a full refund and cancellation of the associated finance agreement.For completeness, I have also raised a formal complaint with Stellantis Financial Services, given their joint liability under the Consumer Rights Act, and I am seeking a coordinated resolution of this matter without the need for further escalation.Please confirm in writing, as a matter of urgency, how you intend to proceed.Kind regards,Dr Sameh Elsabagh

Excellent. Very happy with car service. Craigs customer care 10/10.

We sold our car back in 2023. DP68 UPA after several mechanical failures with the car including gearbox failure and quality of repair afterwords as the car wasn’t going into gear at all and lurching forward when it was put into gear. So we lost faith after it was “repaired” again and we traded it back and got another car. The car wasn’t registered to the new keeper so we still paid full tax on it for a year. We also got fines from dva for non payment of tax and also parking fines. After speaking for now over 2 years and after showing these payments made and promised a full refund guess what we’re still waiting. The manager at Vauxhall, at that time, Ryan willoughbhy said he would sort this. Still waiting. This is just another shocking example of Charles hursts sub standard customer care and selling of sub par vehicles. I presume it’s quality of quantity. I’ve been in touch with Ryan again chasing this in November. He has not record of this at all. Strange that isn’t it?

To whom it may concern,I left a review online and was given this email to send details across to, so here goes.We have had an awful experience with Charles Hurst, Vauxhall on the Boucher Road, Belfast. We signed paperwork to buy a car on 14th January 2025 and have had nothing but problems. To start we were told we would get the car in a couple of days but were waiting until 30th January, we were calling in between this time to see what the hold up with the car was and were assured multiple times we would get it in a couple of days, only when we said we were gonna pull out of the sale suddenly they transferred the sale to a manager who organised the sale for us.At the start the car used to just shut off when driving which was extremely dangerous, we took it back to them twice with this issue. We’ve took it back for a third time when the engine light came on and a pipe needed replaced which of course, wasn’t included in the warranty. They quoted us almost £300 to replace this, after speaking to mechanic we bought the pipe from Charles Hurst parts and our mechanic done the job for £30. As this has not fixed the issue the engine light is now on again and they are asking us to pay for a diagnostic even though the car is still under warranty and we haven’t had to pay this any other time we have taken it. Not to mention the staff were rude when we were there, never called us back when the car was ready to pick up and we had to call them multiple times before we got a response.I have called this morning to book it in again, there first appt is 2nd January, we need to see why this engine light is not going off and to be honest I’m absolutely dreading having to go back to them. I feel like we have been done over and sold a dodgy car.We are extremely disappointed with the car and the customer service.I am looking forward to hearing back from you on how this situation can be resolved.Charles & Racheal Thomas

Vehicle left at 1030am. Was told it would be in all day by receptionist who was stopping work at lunchtime. At 4.30pm when enquired about vehicle found that paperwork from mechanics had been sitting on the desk completed for some time but no-one had bothered to look at it. I could have been away at least an hour earlier.Do not think this was good service. Spoke to mechanic who explained all that took place on vehicle and was most helpful.

Dear Sir/madame I am writing to share my recent experience with Charles Hurst with yourself. I purchased my car, YX18 TWk – Volvo V40, on March 26th 2025. I also purchased 3 warranty/insurance products -: Paint & Fabric - GardX GX2 Volume (Fabric) Warranty - RAC 36m (Premium)-NI Res MDP - Carsmetic+ (Volume) All products have been purchased on credit and are on the invoice. Daniel Hill was the sales Representative. At the time I was very content with how the process had gone, and was happy to have paid to purchase a product from the Charles Hurst brand. MOT renewal was the 27th of October, and the following has been my experience over the last 2 weeks. Tuesday 28th October • Car failed MOT on a Ball joint suspension issue. Outside warranty period of 6 months. • I phoned RAC re the extended warranty on the 28th of October, they had no record of the car being under warranty. • Phoned, Daniel Hill, salesperson to explain that the car had failed MOT and that RAC had no record of the warranty. Daniel explained that I had to phone Lookers as it was on record with them, and that they would deal with it. • Phoned Lookers, they explained the car would have to be seen by Peugot, as they dealt with Volvo, and gave me a date at the end of November. I explained that my car had failed its MOT and that this was too far away. • I phoned Daniel Hill and explained. He told me to phone them back and tell them to switch to Vauxhall. I did this and car was booked for Monday 3rd November. On Thursday 30th • I received a phone call from Charles Hurst Belfast to explain that my car would have to be cancelled from its booking in Vauxhall and rebooked in Peugot. The explanation was that Vauxhall did not repair Volvo’s. I explained that Daniel Hill had told me to cancel my Peugot and come direct to Vauxhall, and that I did as told. • Daniel sent a text message to apologize in relation to this mistake as he was unaware that different dealerships looked after different cars – no phone call. • I responded to this message highlighting the concerns of my car failing MOT and the breakdown in the appointment booking process. I stated that I would be leaving my car into Vauxhall as booked on 3rd November at 8.40am. • I phoned Vauxhall and let them know this. On Friday 31st October • I received a call from Vauxhall Belfast to confirm booking on Monday 3rd November. We were in the process of organising a hire care for the duration of the service. • 1 hour later I received a phone call from Charles Hurst in England to be told that the car would not be fixed in Vauxhall and would need to be booked in Peugot. When I tried to explain the situation the member of staff in England was exceptionlally rude and used the phrase “Just you listen to me.” This call was 3.26pm. I asked to speak with a manager. “ I will see what I can do,” was the response received. • I text Daniel Hill to explain the situation. I asked for a manager to call me. No one was in and Daniel explained that he would get an after sales manager to call me. No one did. • At 4.07pm after a few messages exchanged highlighting my concerns and lack of clarity, Daniel said he would he check with “Our guys now .“ I still have not recievd an update on this. Monday 3rd November • At 12.41pm I received a call from Charle Hurst Vauxhall asking where my car was, as I had a booking. This was in contradiction to the last phone call on Friday 31st October. I explained the whole process to the member of staff. I also explained that I had asked for a call back from management 3 time between phone call and text and I had received none. Member of staff assured me that a manager would call. This did not happen. Tuesday the 4th of November • I left the car into KRA Auto’s. They identified the problem as being worse that a suspension joint. The problem is a Hub issue. They have refused to give me the car as they deemed it not to be road worthy. • They were unwilling to carry out the work due to the cost and lack of clarity around the warranty. Monday the 10th • November phoned servicing department in Vauxhall to discuss the situation. They promised a manager would call back shortly. • Barbara phoned back within 15 minutes. I discussed at length the situation and raised my concerns that RAC had no record of my car despite me having a sales invoice that conformed the purchase of RAC warranty. • Barbara asked could she look into this and call me back. She called back within 10 minutes. Barbara said that an administrative error had been made and the car had not been signed up to RAC. Barbara apologised and explained that the car is now registered with RAC, back dated to October 2025 and would run unto October 2028. Email received to conform this. Barbara asked could the car be left with Vauxhall for repair. I explained the mechanic had said it was not road worthy and that he would have to be paid for work to date. This raised concerns with me, and we discussed the following: 1. I had been paying for the warranty for six months on credit and actually had no warranty. I explained that this would represent a breach of financial regulations, and I could go to the Financial Ombudsman Service with a compliant. 2. Would my car have been covered during this time period – Barbara assured me that Charles Hurst would have been liable and honoured any repairs required. 3. I explained I was unhappy and would require speaking with someone to resolve this. Barbara told me this was a sales Department error and as such she would contact them on my behalf. • I received a call from John in sales. John apologized and explained that it was an administration error. I went through the Financial Regulations aspects with him and the role of the Financial Ombudsman Service. John explained that he would extend the warranty for a further year. I was initially happy with this. However, I have received no notification of this to date. • I phoned KRA Ltd with the details provided by Barbara for repair. Wednesday 12th November • KRA LTD phoned to explain that they have not been able to start the work due to a back log. They cannot commit to work until next week. I have been without a car since last Tuesday, 4th November. I have getting lifts, taxi, borrowing cars and work vans to get to work and general movement. We are a single car household as my partner does not drive. This has caused a great deal of inconvenience and anxiety to me. I am deeply disappointed with my experience with Charles Hurst. The car was not registered with RAC when it should have been. The treatment and lack of clarity around repairs has caused me a great deal of stress. At this stage I will be selling the car as soon as it is repaired as I so disappointed with my treatment by Charles at Hurst. This will come as a great financial loss to myself due to the depreciation value. I will also be at a further expense of finding additional funds to buy a suitable car. Not sure how the additional insurance products re the RAC Warranty, the Cosmetic wheel policy and fabric policy will be resolved – I suspect at a loss to myself. I will be contacting the Financial Ombudsman at this stage as I have been repeatedly let down by Charles Hurst. I would be grateful if you could contact me to confirm that you have received my email and are aware of my concerns at present. Best Sean Moyes 0750526657

The employees where very helpful and pleasant