8 Marlborough GateBelfastBT9 6GB12/11/2025Dear Sir/madameI 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 ResMDP - 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.BestSean Moyes0750526657

Hi , folks was happy enough with service, was a bit expensive for first service I thought.On Mon, 3 Nov 2025, 12:02 Vauxhall - Belfast,

We have purchased a car on finance, we have had the car 4 months now I would say it has been up in services for a month of that time. We have had multiple faults with that car, when first received the car had faults on the dash that had to be repaired, parking sensor and media screen. The cars horn was faulty and it had no screen wash when received these are also part of the check when handing over a car so I’ve no confidence this car was checked before handover.We’ve had parking break sensor replace, gear cable came off when driving and most recently it had and low engine oil pressure fault which cause the car to fail. When brought in this fault couldn’t be found on diagnostics so we were handed it back (bearing in mind they had it 2 weeks)Then shortly after receiving it back the fault appeared again, the car started to fail while out in the road and children in the car again. They eventually found the fault logged on the system and made the repair. We had the car back 2 days and another oil fault appeared on the dash. This car has had more than enough chances of repair, it has cause nothing but anxiety, having to take time off work to bring car over and so many plans we have had to cancel and now the kids are on edge with every noise of the car as well of ourselves. This experience has been awful to say the least and the fact that we handed over perfectly working car to trade in is sickening.

Really welcoming very helpful 10 out of 10

In April I took my car back to vauxhall because it has the ability to recognise speed limits and this was not working as expected. The system is reading the speed limits incorrectly, with numbers such at 12, 31 and 27. Vauxhall said they were waiting for parts so gave me the car back, I then phoned 2 weeks later for an update, to be told they weren't waiting for parts, but rather that day their system was down and they were unable to fix the issue. I brought the car back, got told they pushed an update, which still didn't work. The car was back and forth then a few more times, sometimes they had it for days or weeks. Several updates were tried to the car, at this point the car condition worsened, it started reading more incorrect numbers, such as 11, 19 and 37, along with the previous incorrect numbers. Car went back for more diagnostics and still not fixed. During this time the customer service received by the dealership has been poor, they have not been contacting me regularly with the information they receive from the manufacturer, I have had to chase them to give me updates or to even follow up with the manufacturer. Last week they said they pushed an update out to the car, which did not fix the issue. The next day after driving my car I turned t off and it wouldn't turn back on, I couldn't get the car to lock or do anything. Eventually after about an hour, I got the car turned on but none of the electronics were working, the dashboard screen was black and the radio screen was stuck on a colour with nothing else, I couldn't select any buttons and the radio wouldn't play. Meaning I couldn't drive the car as the speed or anything was not showing. I contacted Vauxhall who said the car needed recovered but they wouldn't do it as the car was pending a service. I got the car recovered and up to Vauxhall who then looked at it the next day, called me and confirmed the reason the car was not working was because if the update they pushed, which introduced issues to the system. I have now been without a car since Thursday and I am waiting for temporary car while they try to fix the issue, which is the same issue the car was originally in for in April, which they have now worsened.This whole time they have said they have been working with yourselves to resolve the issue and I have trusted that. However now with this additional issue which has been caused by Vauxhall I'm getting extremely frustrated. I have not even had the car a year yet and it has been back to the dealership countless times, there have been periods of weeks where I have been paying for this vehicle, which was brand new when I got it, and haven't had it to drive. The initial issue with the car did not prevent me from driving it, however now the car is not drivable.I'm raising this case so that I can confirm you are aware of the ongoing issue and to also get some clarity on what is expected here.

on our first vvisitApproached to ask could she help us, answered our many questions about several models most professionally and easily understood, then retired to let us havve a good look arround.

Great customer service from the lady in motobility.She sent us two videos of the cars we were interested in.An overall professional,enjoyable and in-depth experience.

Van bought for and paid for in full 18/07/25Picked van up 29/07/25Engine management light came on 01/08/25After muliple calls to get van booked in to get checked over i brought the van back to the van centre on the boucher road 01/09/25Van went to Charles hurst Vauxhall amd has been there ever since. Date now 16/10/25

I am writing to formally raise a complaint regarding the unacceptable handling of a recall-related fault on my vehicle – a Vauxhall [ Grandland X, 2018, and VU68AOW ].My car was recalled due to a camshaft drive chain fault, and unfortunately, this fault has now occurred. The vehicle has been with Charles Hurst Vauxhall in Belfast since July 2025, yet I have recently been informed that the repair will not be carried out under the recall unless I can provide three years of service history.I must highlight the following:I have only owned this vehicle for one year, during which it has been appropriately maintained.The recall letter makes no mention whatsoever of a requirement for three years of service history in order for repairs to be carried out.I have since sought legal advice, and have been advised that this refusal may be in breach of The Consumer Rights Act 2015, Section 52, which requires that services be performed with reasonable care and within a reasonable time.It is unreasonable and unfair to impose a condition based on the vehicle's service history prior to my ownership, particularly in relation to a known manufacturing defect.This situation has caused immense stress and inconvenience, particularly as I have a young family and rely on my vehicle daily. To be without a car for several months – since July – with no resolution is unacceptable.I am therefore requesting the following:A full explanation of why the recall repair is being denied in this instance.Immediate reconsideration of this decision and for the repair to be completed without further delay.Clarification of your recall policy and any service history requirements, with supporting documentation if applicable.If this matter is not resolved promptly, I will not hesitate to escalate my complaint to the Motor Ombudsman, Trading Standards, and proceed further based on legal advice received.I trust Vauxhall will take this complaint seriously and act swiftly to rectify the issue.

Cheryl was most helpful explaining everything in detail. She was very pleasant which is always a good experience. When I got home I received a video of the grandland which was very helpful. I was able to view tge car more relaxed in my own home.