I raised a complaint (Ticket 84851071) on 21/12/25 in relation to multiple issues that I had with a car I had purchased from Charlrs Hurst Vauxhall in November 2025. The issues actually became worse in the weeks after I lodged the complaint and resulted in me having to hand the car back. For the record, I am still not happy with the whole process of being sold that car, which was obviously not in a reasonable condition, and having to deal with the multiple serious issues that I had. However, I am writing now to commend a staff member, Stephen Moore, who took my complaint on and eventually got me to a point where a reasonable resolution was found. I have purchased a different car, under Stephen's recommendation, and, so far, things appear to be going well with it. Stephen was very understanding of my frustrations and did go out of his way to seek a resolution that suited both parties. My initial response was to reject the previous car and to walk away to another dealer, but Stephen offered some suggestions and tried to right what was clearly a wrong. I believe Stephen deserves credit for his handling of my complaint.

didnt recieve a call regarding the value of my vechicle when looking at a trade in

Purchased a car last year April. (After returning a previous car that kept needing fixed, 5 times in total, in the 5 months I had that car) A car shouldn't have so many problems if it's well checked over and serviced right by experienced mechanics.My Vauxhall Mokka (WGZ 4544) I purchased engines light/oil light kept coming on in September (5 months maybe closer to 6 months after getting the car) just to be told it's a technical thing and will be fixed for me, just needed plugged in and sorted. Surely my engine/timing belt still should've been checked with these lights appearing and this problem should've been delt with and not brushed a side for me to now discover.I was told today by a trusted mechanic that I can't drive my car because my timing belt will go as it's cracked.With brining my car up Sept/Oct last year, why wasn't my timing belt checked in depth, I find it hard to believe that my timing belt has cracked in this time.At this time it was in warranty, I feel like it was brushed off and not delt with because the 6 month warranty was about to expire. I've been on maternity leave since September so I've hardly used my car enough for a timing belt to go/crack in this time.(3/4 months)This has caused a lot of stress for me, as I drove this car when I was pregnant and now drive it with a baby and other kids in the car. My engine could've went on me at any given time on the motor way or anywhere. I put my trust for a second time in Charles Hurst newtownabbey for something like this to happen. I'm bitterly disappointed.

Formal Complaint – Failure to Transfer Vehicle Ownership, Financial Loss, and DVLA Tax PenaltyDear Complaints Department,I am writing to make a formal complaint regarding the handling of my vehicle purchase and the ongoing administrative failures relating to the V5C (log book), which have resulted in a DVLA enforcement action, financial loss, and significant inconvenience.Background and timeline:I purchased the vehicle from your Charles Hurst Vauxhall dealership in Mallusk on 17.02.2025. At the point of sale, I was advised to use a V62 to tax the vehicle, as the V5C was not available. After several failed attempts at different Post Offices, I was eventually able to tax the vehicle.I was later informed by your staff that the V5C had been located and that I would be contacted, which did not happen. The vehicle was only taxed for six months and as I was not the registered keeper, I did not receive a DVLA tax reminder and reasonably believed the vehicle had been taxed for a full year.Approximately two months after the tax expired, I received a letter from the DVLA advising that the vehicle had been detected as untaxed. Upon contacting the DVLA, I was also informed that I was not recorded as the registered keeper, confirming that ownership had not been correctly transferred.When I contacted your dealership again, I was advised that the V5C could not be found and that I should submit a further V62 application, which I have now done. I am still awaiting the log book.This situation has arisen due to a failure to correctly transfer ownership and safeguard essential documentation following the sale of the vehicle.Courtesy car issue:A courtesy car was only offered after I specifically requested one, and the offer was made reluctantly rather than proactively. When I attended to collect the vehicle, I was informed that it carried an insurance excess of £5,000. This level of excess represents an unreasonable financial risk and is not comparable to a standard courtesy vehicle. As a result, I had no realistic option but to decline the vehicle on these terms. I remain willing to accept a courtesy car on reasonable and standard insurance terms.Financial impact and inconvenience:As a direct result of these issues, I have experienced a clear and ongoing financial burden. For a number of weeks, I have been unable to rely on my vehicle and have had to depend on public transport as well as family and friends for essential travel. This has resulted in additional travel costs, lost time, and disruption to my daily commitments. These are costs and inconveniences I would not have incurred had the vehicle ownership and documentation been handled correctly at the point of sale.Supporting evidence:I have retained written email correspondence and message threads with your dealership that support and evidence the above timeline and events, and these can be provided.To resolve this matter amicably, I am requesting that the dealership:1. Urgently resolves the registered keeper issue with the DVLA and confirms in writing when and how the sale of the vehicle was notified to the DVLA.2. Reimburses any DVLA penalty incurred in full, as this arose directly from the failure to transfer ownership correctly.3. Provides a goodwill compensation payment of £500 to reflect additional travel costs, loss of use of the vehicle, time spent resolving this issue, and the inconvenience caused over a number of weeks.4. Provides a complimentary annual service for the vehicle as an additional goodwill gesture, given the stress and disruption caused.5. Provides appropriate support while this matter is ongoing, including a courtesy car on reasonable and standard insurance terms if required.I believe this represents a fair and proportionate resolution in light of the circumstances. Please treat this email as a formal complaint. I would appreciate a written response within 14 days outlining how you intend to resolve this matter. If this cannot be resolved satisfactorily, I will consider escalating the issue further.I look forward to your prompt response.Kind regards,Marie McGroganVehicle registration- OX73 KHR

Kept waiting for hours to get a price for trade in for new Corsa then given a price to change £5000 more than a local car dealer after buying many previous cars from yourselves

It is now six weeks sense I was told the car was in Belfast told I would have it before Christmas still waiting

I ordered and paid for a part for a Vauxhall Mokka which is needed to repairmy car, I went to collect the part on Monday 29th December and was informed that there was no one in parts as they had went home earlier. I was advised to ring the next day and I have been ringing Vauxhall Newtownabbey since 12 noon on Tuesday 30th Dec 2025 and despite many calls there was no answer, I even tried a few other dealers belonging to the Charles Hurst group and the same situation no answer. I am totally disappointed in this service.

To start with, my complaint relates to both sales and aftersales and it also refers to poor quality of repair and poor customer service. I purchased my used Vauxhall Mokka on 7th November 2025. The sales process was fine, although there was a slight delay in me test driving the car as I was told, on multiple occasions, that the car was in being serviced to ensure that it was in the best condition for me. After waiting several days, I eventually test drove the car on 7th November and decided to proceed with the purchase as I liked the car and there appeared to be no issues. I also purchased a two year extended warranty with the vehicle. On Saturday 8th November, after driving the car, I noticed two issues. There was a strange, loud, intermittent clicking noise coming from the engine and the clutch was making a noticeable squeaking sound when pushed in and released. I immediately emailed the sales rep, Kyeim Bennet, and sent him a video of the clicking noise coming from the engine. I then sent him a second email, on the same day, to inform him about the issue with the clutch. I informed the sales rep that I had made the finance company aware of these issues, just to keep myself right, and I also requested several documents from the sales rep, specifically a written record of the works carried out on the vehicle before it was sold to me (which I was told that I would receive on the day of the handover) and a copy of a HPI report for the car (another document I was told I would receive on the day of the handover) but, as of today, I have yet to see/receive either of these documents. In relation to the HPI report, I purchased my own HPI report a few days before I purchased the car and I was slightly concerned to see that it appeared that the vehicle was a rental vehicle previously, however, this contradicted what the sales rep had told me when he said that the vehicle had one previous owner and that was a customer of his who sold the vehicle back to Charles Hurst. When I put this to the sales rep he assured me that the vehicle was never a rental vehicle previously and that the car belonged to a customer of his. He also told me that he had a HPI report that would back this up and that he would show this to me. On 8th November, I sent another email to the sales rep with a video attached of the clutch squeaking. I informed him that I had parked the car up as I did not want to drive it in case I caused any further damage. On 10th November, I received an email from the sales rep acknowledging my emails and he informed me that he had shown the emails and videos to the workshop. He informed me that the clutch "will need to be greased" and that this would "remove any noise." He suggested that this must have only started after I collected the car. He then went on to say that, in regards to the clicking noise from the engine, he "had no concerns" and after showing the video to the workshop they had no concerns either. He suggested that this sound was just the air-con system activating, but that he would need to get the car in for the mechanic to inspect it. I responded to this email on the same day and informed the sales rep that I could bring the car up as soon as they are ready to take it. I received no further response and had to send a further email on 11th November seeking an update and also highlighted a potential issue with the battery due to the clock in the car constantly resetting to an incorrect time. I received a response from the sales rep to say that he had sent a further message to the service department to have my car booked in. Having received no contact, I had to send another email on 12th November seeking an update and I also queried a discrepancy in the mileage recorded in the service history book and attached a photo of same. I received a response from the sales rep apologising for the delay and advising me that he would chase this up. In relation to the mileage discrepancy, he suggested that this was merely "user error" and that there was "nothing to worry about." Having still not received any contact, I had to send a further email on 14th November seeking an update. I informed the sales rep that I was due to do a long drive to visit a sick relative the following week and that I would like to have these issues resolved before then. Having received no response to this email, I had to then phone the sales rep and he had to put me through to the service department and I eventually got the car booked in. The car was booked into Charles Hurst Vauxhall, Newtownabbey on 19th November and when I left it in, I informed the service department that there appeared to be a minor leak from the coolant tank. I was told that this would be investigated. I had to drive the car there and leave it, walk 15 mins to a bus stop and get a bus home and then take the same bus journey back and walk 15 mins to the dealership to collect the car. I picked the car up again later that afternoon and I was informed that the clutch had been greased and the issue resolved, the clicking noise was nothing to worry about and is normal with these types of cars and that the car would require a new coolant tank due to there being a "hairline crack." I drove the car home and whilst I was driving I noticed that the clutch was still squeaking just as loud as before I left the car in. I immediately emailed the service rep, Tyler Green, and thanked him for his help that day but highlighted the fact that the clutch issue was not resolved. I also queried an email I received quoting a price of £235 to replace the coolant tank. I reminded the rep that I have only owned this car for 12 days that I didn't believe that I should be liable for this cost. The rep didn't respond to me until the next day, 20th November, when he stated that I should "disregard the pricing" as it doesn't apply to me. He also stated that they would look at the clutch again. In an email to the service rep on 20th November, I arranged to bring the car back up first thing on the morning of 21st November (the same day I was due to do my long journey to visit a sick relative) and agreed with the service rep that I would have the car back by 10am. In that email, I asked the rep if the mechanic would also bleed the system after installing the new coolant tank, but he did not respond. I received the car back just before 10am with the new coolant tank installed and I was told that there was no issue with the clutch. I told the rep that I could deal with the clutch squeaking but I was just afraid that it was the start of a more serious issue, but he assured me that there was no issue at all. I drove the car home and later I started on my long journey. After only driving around 20 miles, I stopped at a service station for some food and I lifted the bonnet of the car to check that everything was alright with the new coolant tank and I noticed that the liquid was boiling up and that steam was coming form the tank. I continued on my journey and arrived safely. On my return journey home on 22nd November, the engine management light appeared on my dashboard. I sent an email to the service rep informing him of this and asked if this could be investigated. I received a response on 25th November offering me dates to have the car brought back in to be checked over and I responded saying that 10 am on Monday 1st December suited me and asked if that was o.k. I didn't receive any response and had to send a further email on 26th November asking if that date/time suited. The car was then booked in for Mon 1st December. Again, I had to leave the car up, walk to the bus stop and get the bus home and then do the same later that afternoon. I was shocked, and annoyed, that when I returned that afternoon to collect the car, I was informed that it required a new coil pack (quoted price of £592.20) and water pump (quoted price £767.90). So the car had been with the service department for the best part of 6 hours and yet no work was carried out. I had to book the car in again to have these works carried out. The car was brough back up on Monday 8th December and, once again, I had to leave it in, walk to the bus stop and get the bus home and do the same when collecting the car. I picked the car up again late afternoon on Monday 8th December. On Tuesday 16th December, my wife and I were driving on the M2 motorway heading towards Belfast International Airport to collect a relative when, just before the A8 off-slip, we heard a bang and a constant, loud scraping noise. I immediately pulled onto the hard shoulder and initially thought one of my tyres had exploded. On exiting the vehicle, I noticed that a plastic tray from under the front of the car had dropped down and was scraping along the ground. At the time this happened, I was driving at 70mph on the motorway. This could have had very serious consequences and it was only by luck that I did not lose control of the car. I had to call the RAC as I was unbale to drive the car due to this plastic tray scraping on the ground. My wife and I had to wait 40 mins in the cold on the side of the motorway for the RAC to come. I contacted Charles Hurst whilst waiting on the RAC and advised them that the car would be coming to them for investigation and I voiced my concern and anger at this happening. The relative we ere due to collect had to pay £35 to get a taxi from the airport and we missed our son's school Christmas play as a result of all of this. The RAC arrived and the guy removed the plastic tray which allowed me to drive the car the short distance to Charles Hurst Newtownabbey. The RAC engineer asked if there had been any work carried out on the car recently and I informed him that it had a new coil pack and water pump fitted only in the previous week. I stated that the mechanic would have had to remove the tray and has obviously not fixed it back on properly. When we arrived at Charles Hurst with the car I was astonished to be met with a complete lack of empathy towards our experience and, worse than that, an attitude from the service rep that gave the impression that he believed that we were overreacting. He informed me that the car would be looked at in "5 - 10 mins". 40 mins later, and my wife and I were still waiting for an update. Eventually, I had to approach the service desk again and request an update. I was told that the car would be ready in 5 mins and that the plastic tray was re-fitted securely. Not once did any member of Charles Hurst apologise for the inconvenience caused by their error, an error that could have had far more serious consequences. We collected the car and drove home. Then, on the 19th December, the engine management light appeared once again on my dashboard. I emailed the service rep on the same day and informed him of this, explained that the coolant issue still remains and asked if this could be looked at. As of today, I have had no response.So, in summary, my experience since buying this car less than 2 months ago has been far less than satisfactory. I was assured before purchasing this car that it was receiving a full and thorough check, but I have had and continue to have issues with it. I am and have given Charles Hurst several opportunities to resolve these issues, but one issue gets resolved and another seems to appear. I am going to allow Charles Hurst one final attempt to rectify whatever issues there are with this car before I make contact with the ombudsman to take this further. I am still sceptical about the history of this car too and would like to see a) the list of works carried out to it prior to me buying it (as previously promised) and b) the HPI report that the sales rep promised I would see before purchasing the car.

Dear Dealership Sales/Service Manager,I am writing to formally complain about my recent experience with your dealership following the purchase of my vehicle (SC67 ZBR) which I had owner for fewer than 4 days before a fault developed. It was purchased from Charles Hurst UsedDirect (beside the CH Vauxhall) at your Newtownabbey/Mallusk branch on 4th Dec 2025 (car had been brought up from Portadown branch) and within 4 days it developed a fault (should not be the case picking up any car from a dealership at a cost of £11,000).I then had 15+ different phone calls on 9th Dec being passed between service and sales, Portadown & Newtownabbey branches, and with the booking call centre in Newcastle upon Tyne - none of whom seemed to understand the gravity of the situation or be able to organise a date for the car to be looked at before the 2nd week of January!Eventually on 10th December I managed to get the car booked in for a diagnostic check in CH Vauxhall Mallusk for Fri 12th Dec and had agreed with Sam the service advisor that I would require a car for however long the car would be with the branch. Arrived on the Friday morning to leave the car off and somehow there was no understanding that I would be given a car for the day/length of time my car would be at the service centre. On the phone call on 10th Dec and on the Friday 12th Dec morning in the branch I communicated quite clearly that I would need a car, and couldn't wait around all day for CH to carry out a check to tell me that there was something wrong with the car (steering wheel clicking when turning left or right) - only then would a car be granted apparently. Eventually after a lot of frustration and back & forth, the service advisor agreed to "get something sorted". This was very frustrating and unreasonable given the fault was the sole reason the car was being dropped off, and knowing I had to get back to work which was also communicated.I have since returned the vehicle again on 19th December for the fault to be repaired and unfortunately experienced further poor customer service. I was left waiting for an hour and a half on a rental car (9.20 until 1050), which the staff were aware needed to be given to me this time, there was no convincing needed unlike the previous visit. I later learned from Enterprise that they were not contacted by the dealership until just 15 minutes before they arrived which would've been 1035! After twice being told that Enterprise had been contacted and that "they were on their way". This lack of organisation and communication has caused unnecessary inconvenience and delay.Overall the customer service I have received has been extremely disappointing, particularly considering the vehicle (33k miles) had developed a fault 4 days after purchasing - this shouldn't have occurred if the car was properly checked and serviced before the sale.The repeated issues, conflicting information and lack of proactive communication have significantly undermined my confidence in the dealership.I would appreciate a written response addressing:- Why a replacement vehicle was so hard to obtain and had to be fought for on the 12th Dec, when CH were at fault.- Why there was such a delay in organising a rental vehicle on the 19th Dec, and why Enterprise were under the impression and had been given an agreement by CH Vauxhall stating that I would be liable to pay for the rental car that day (- which I did not agree to and Enterprise said they would take it up with CH)- What steps will be taken to prevent similar issues in the future.This has been an extremely stressful situation the last few weeks given the run up to Christmas, and the RTC which initiated the process of having to look for a new car.I expect a higher standard of service especially when dealing with faults on newly purchased vehicles, and I hope this matter will be taken seriously.Yours Sincerely,Charlie

Had an appointment to leave a car thay i purchased a minth ago to have a look at why the engine management light is on. I waited two hours at rhe office with no updates to tuen be told car cant be looked at till this afternoon. This is frustrsting as i could of made arrangements to get to work etc and the staff were very unhelpful and i am fristrated at the lack of communication as they could of put it on the computrr when i arrived to plan my day