The car and the purchasing transactions went as expected however I am disappointed with the lack of documentation as regards user manuals. I was told they are now only available online but I have been unable to access them.I was given a link but it did not appear to be an official Vauxhall site and on trying it my computer started to have some problems which I had to get fixed. I am reluctant to repeat the process and would much prefer hard copies.RegardsAllan Pierce

The most efficient, fantastic easy company to deal with... Matthew was so helpful, professional and kind..a great company to purchase a car from

Agreed a lease deal of £232 all in, a month on a new Frontera first week of March (They were able to beat the carwow lease quote I showed them by £2). Was told delivery would be maximum 12 weeks. After 16 weeks the car arrived and the lease agreement was sent and the price was £267 plus a £10.95 monthly service charge this was way above previously agreed £232 monthly payment and deposit that I had paid. This is completely unethical and a typical bait and switch scenario and I will be raising this further.

FORMAL COMPLAINT – Warranty Claim Handling Failure and Request for UrgentResolutionDear Sir/Madam,I am writing to formally raise a complaint regarding the handling of my vehicle warranty claimand the service provided by Charles Hurst in relation to this matter.I purchased my vehicle from Charles Hurst Vauxhall Newtonabbey together with a 4-yearwarranty product in March 2025. My vehicle subsequently developed an emissions systemcritical fault with limited mileage before immobilisation, for which I initially paid over £500 for repairs in January 2026. Unfortunately, the issue reoccurred shortly afterwards, and a warranty claim was therefore initiated.Since that point, the handling of my claim has been significantly delayed and poorly managed.The case handler assigned to my claim has taken multiple extended periods of absence withoutthe case being appropriately reassigned. I subsequently had to contact the branch andmanagement on multiple occasions over the past two months in order to obtain any updates.Despite assurances from a manager that the matter would be progressed, I received nofollow-up until I persisted with repeated calls and emails. I have been led to believe throughouteach communication that the claim is progressing, with a partial approval status.I have now been informed that the external warranty provider has closed the case. This closureappears to have occurred after an extended period of inaction and poor communication, duringwhich I was actively trying to progress the matter.To make matters more urgent, my vehicle now has less than 50 miles of remaining range beforeimmobilisation begins due to the issue. This situation has had a significant impact on my family.I have two children under the age of four and my wife is currently pregnant. Access to afunctioning vehicle is not optional for us and I am now facing disruption and uncertainty that I donot believe should have arisen had this case been managed appropriately, originally beingquoted a 4 week turn around.I have been asked to bring the vehicle in for further assessment, with a potential requirement forme to pay additional fees for dismantling and photographic evidence. At this stage, I amextremely concerned about being asked to incur further costs when the claim process appearsto have broken down due to administrative and communication failures rather than any actionon my part.The timeline is as follows:• 8 April 2026 - vehicle assessed and warranty claim process started• Extended period with no communication or progress updates• 11 May 2026 - I called and was advised the claim was still in progress• 15 May 2026 - I called again and was informed the claim remained in progress and thatapproximately £4,000 had been partially approved by the warranty company; I was told I wouldreceive follow-up and the claim would be actioned• 4 June 2026 - I called, left a message and received no response• 8 June 2026 - I called multiple times and left multiple messages and again received noresponse• 12 June 2026 - I called, left a message, offered to remain on hold, and was told the call had tobe ended; only after sending an email did I finally receive a callback from the aftersalesmanagerGiven the circumstances, I formally request the following:1. A full written explanation of why the warranty claim was closed by the external provider2. A detailed timeline of all actions taken by Charles Hurst in relation to my claim3. Confirmation of whether the claim can be reopened or escalated without further delay4. Written confirmation that I will not be charged any additional fees arising from delays oradministrative issues in handling the claim5. A clear resolution plan for repairing my vehicle under the warranty without furtherfinancial burden to myself6. A refund of the £522.20 I initially paid to have the vehicle fixed which was unsuccessfulI would also like this matter escalated to senior management for review, as I do not believe theservice I have received meets a reasonable standard of care or the expectations set whenpurchasing the vehicle and warranty product.If this matter is not resolved promptly and fairly, I will consider escalating the complaint further,including to the Motor Ombudsman and other relevant consumer protection bodies.I look forward to your urgent response given the current condition of my vehicle.Yours faithfully,Rory PowellVehicle Registration: DC19WXS

Low price offered for trade in, in spite of keeping the car to sell. No follow up phone call. No increased offer to attempt to complete a potential purchase.

Dear Sir or Madam,I am writing to raise a formal complaint regarding the vehicle I purchased from your dealership. Since the date of purchase, I have experienced numerous ongoing faults that have either not been resolved or have reappeared shortly after being marked as repaired.The issues are as follows:The AS&G system displayed a warning indicating that it required servicing. I returned the car to your dealership and was informed that the issue had been resolved. However, the same dashboard warning has since reappeared, demonstrating that the fault was not properly addressed.A camshaft sensor fault also occurred. I brought the vehicle back to your dealership and was again told that the issue had been resolved. When the warning light returned, I took the car to a Suzuki garage (which services Mitsubishi vehicles) and had the sensor replaced under the extended warranty I purchased with the car. Despite this, the same warning light has appeared yet again.I paid a substantial amount for this vehicle and should not have to repeatedly return it for the same recurring faults. This situation is unacceptable and has caused significant inconvenience.I am therefore requesting the following:A full and thorough inspection of the vehicle to identify and permanently resolve all outstanding issues.A detailed record of all previous work carried out on the AS&G system and camshaft sensor.Written confirmation that all required repairs will be completed under warranty at no additional cost to me.A clear timeline for the inspection and repairs, along with the provision of a courtesy vehicle while the work is being carried out.Please respond within seven days to confirm how you intend to resolve this matter. If I do not receive a satisfactory response, I will consider escalating the issue further.Kind regards.

I wanted to follow up regarding the sensor replacement carried out on my car yesterday 22nd May. This morning the car took a long time to start, and the engine management light has come back on with the same issue as before.Could you please advise on the next steps, as it seems the original issue hasn’t been resolved?

In Late August 2025 the car was serviced and within a week there was a rattle coming from both sides of the back of the car, on inspection it was reported that the car required two new shocks! An appointment was booked however then cancelled due to the parts not being available, Charles hurst never contacted to keep us updated regarding same and anytime my ex partner phoned or called the attitude from staff did not appear professional nor did it give any reassurance. This is a motability car and in my fathers name, prior to ordering the car initially my fathers number, I his daughters number and my ex partners numbers were all provided and held in a file, in early January 2026 my father contacted the service department and was informed that the parts were still not available, and again was not greated in a professional manner! Bearing in mind yes my ex partner was the individual that brought the car initially for servicing and his details were given, however yesterday after my father had a back wheel blow out due to the fact the tyres are taking full embraces of bumps potholes and any other trauma motability was contacted, they rang Vauxhall in Newtonabbey and was informed that the parts came in at the beginning of February and they tried contacting my partner, however he is unavailable and I would like to know why after getting no response from that number, why staff did not try the other contact details they held???

Dear Sir/Madam,I am writing to formally raise a complaint regarding an unresolved defect on a vehicle I purchased from Charles Hurst Newtownabbey.I purchased a Vauxhall Grandland GS (registration JSZ 7655) in January 2026. The day after collection, I contacted your dealership to report a defect on the nearside wing mirror, specifically that the plastic indicator covering was missing. At that time, I was advised by your sales team that a replacement part would be ordered and that I would be contacted once it was available for fitting.Despite this assurance, over three months have now passed, and I have received no confirmation that the part has been ordered or delivered. I have since attempted to follow this up on multiple occasions, including via email and in person, yet I have been provided with no meaningful update or resolution.This issue is clearly a pre-existing defect and should have been identified during your pre-sale inspection. While the defect may appear minor, it affects the condition, appearance, and potential resale or trade-in value of the vehicle, whether with yourselves or another dealer.I find it extremely disappointing that a company of your size and reputation would sell a vehicle in this condition and then fail to address the matter within a reasonable timeframe after being notified almost immediately.I ask that this issue be resolved as a matter of urgency, either by confirming that the replacement part has been ordered and providing a fitting date, or by arranging an alternative resolution without further delay.I look forward to your prompt response and trust that this matter can now be concluded without any further escalation.Yours faithfully,James Steele

Tyler (Green) looked after me extremely well when I had an issue with my Golf GTD recently. From start to finish, his communication was spot on and he made the whole process easy and stress-free. He was genuinely helpful throughout and I was really happy with how everything was resolved.The level of service from him was excellent.