I viewed and took test drive in the dark night. I didn’t see there were paint scraps on back bumper. I am disappointed that I was not made aware of them when I decided to buy.There are no car mats in my car? Is this not a standard included ?However I was encouraged to take extras and to take out finance that I did not want.This is disappointing I expected better from a dealer of this size.Anne Clerkin

Salesman was pleasant and very attentive.

My van had a recall so I booked it in approx 2 weeks ahead on Monday the 29th September and planned my diary accordingly. I received a call on 26th September Friday afternoon to say the parts were not available so I would be contacted to reschedule. My next appointment was made for Monday morning17th November at 8.30 , I was offered a waiting appointment and was told the work would take up to 2 hours. I agreed to this and organised my day accordingly. On arrival I was told the van would not be ready until late afternoon and I had been misinformed regarding the waiting times. As I had planned my day with the assumption that my van would be free mid morning I had no option but to reschedule the appointment and this time book a whole day out of my diary. As a sole trader this free recall has now lost me 2 half days work with another full days loss yet to come. Very Frustrating !!!

Matthew in Vauxhall was exceptionally helpful and efficient. While I made the choice to go with a different offer, Matthew's help was much appreciated and I would thoroughly recommend him. The customer service was second to none and I won't hesitate to make Charles Hurst my first port of call for future car purchases.

I never. Spoke to anyone

Dear Paul,Further to my initial correspondence and our conversation today which ended abruptly with you stating my daughter will be liable for vehicle storage costs before putting the phone down, I am now writing to raise a formal complaint regarding a serious service error by Charles Hurst Vauxhall Newtownabbey involving my daughter's (Charlotte Nicholson) 2023 Vauxhall Corsa (Registration: YO72 BVV).Following the warranty service on 11-10-2025, your technician failed to refit the coolant expansion tank cap, causing the vehicle to be driven for approximately 800 miles without proper coolant pressure. This resulted in the loss of coolant and likely engine overheating.From what I understand from our discussion a pressure test, combustion gas (“sniff”) test, and ECU temperature/data log review have been carried out. However, as discussed, from what I understand these tests cannot conclusively rule out latent or progressive damage caused by sustained overheating, nor can they restore confidence in the vehicle’s long-term reliability or value. These tests can only show that the system is functioning correctly at time of your test, they cannot predict future failure risk caused by thermal stress or material fatigue. You disagreed with these statements.Given the circumstances, under dispute we will not accept the vehicle back, the car remains in your possession, and we have not accepted its return.Request for RemedyAs the vehicle has been exposed to conditions likely to cause engine overheating and internal component stress, which cannot be undone or conclusively ruled out by post-incident testing. We are not satisfied that its long-term reliability and value have not been irreversibly compromised by the overheating event.I formally request that Charles Hurst Vauxhall Newtownabbey provide one of the following remedies within 14 days of this email:• A full independent inspection including full overheat protocol, at Vauxhall’s expense, and an engineer’s written report with supporting photographic evidence confirming the engine has not suffered thermal degradation and that any latent issues arising from previous overheating can be entirely ruled out to guarantee future reliability and value.or, under the Consumer Rights Act 2015, that Charles Hurst Vauxhall Newtownabbey either:• Repurchase the vehicle at full market value, or• Provide a replacement vehicle of equal or better specification.Could you also please confirm arrangements for a courtesy vehicle or hire reimbursement while this issue remains unresolved.I request a written response within 14 days confirming how you intend to resolve this matter.Kind regardsWill Nicholson

I am raising a complaint in relation to the recently purchased Vauxhall Crossland DG20 YGC on the 21st March 2025 from Lookers Vauxhalls in Ellesmere Port.Since purchasing the vehicle the car has been faulty on the following dates;• 4th June• 5th August• 26th September.I contacted you on the 4th June and the earliest you could book the car in was the 23rd June, this left me without a vehicle for nearly 3 weeks, unable to get to work and with 3 children who I need to support to get to work, school and after school activities, as well as household tasks.When you saw the car on the 7th August, I had actually booked it in on the 5th, again leaving me for over 2 days without a vehicle. I had also taken annual leave on these days to spend time and do activities with my children which I had to cancel due to having no vehicle.On the 26th September the vehicle failed catastrophically, whilst driving at 70mph on the A483, leaving me stranded in a very dangerous place during morning rush hour. The vehicle was recovered and taken to Lookers Ellesmere Port by the RAC. Over a week later, I am still without a vehicle and with no update.In order to resolve this complaint I am requesting to return the vehicle DG20 YGC as it has been sold to me in an unsatisfactory quality and is not fit for purpose. I bought the vehicle in good faith, assuming that Lookers Vauxhall sold me a car that was safe and reliable. This has not been the case and I am just fortunate that I have not experienced these faults with my children in the car.As The Consumer Rights Act 2015 states, I am entitled to request a replacement and I am therefore requesting the following:• To return DG20 YGC with immediate effect;• A replacement vehicle which is fit for purpose, safe and reliable;• One year's free warranty;• Transfer the current finance to the new vehicle;• No additional fees;• No settlement fee on DG20 YGC;• I do not want to be left out of pocket due to being sold a substandard vehicle by Lookers Ellesmere Port.I trust that you will act upon my complaint and act swiftly to find a resolution within the next 5 working days. After this I will seek further advice from Redline Finance and launch a complaint with the Financial Ombudsman.Further to my complaint sent by email on 5th October 2025. I am writing to inform you that I am yet to hear a response.I have neither received a General Acknowledgment within 2 business days, nor has my complaint been resolved. I am therefore requesting that you handle my complaint as per your Complaints Handling Process, detailed on your website.I am at present paying finance on a car that I do not have in my possession and have not had since the 26th September 2025 and I have no idea of what will happen going forward.Can I ask that someone responds within 2 working days?

Please find below my formal complaint regarding the handling of my vehicle purchase from your Newtownabbey dealership on 18th September 2024. I would appreciate written confirmation that this has been received and logged.Over the past 13 months, I have experienced serious mechanical faults, poor after-sales service, and prolonged disruption to my daily life. As a person with a disability who relies on a car for independence and to attend work and medical appointments, the lack of timely support and effective resolution from your team has been unacceptable. I formally rejected the vehicle on 7th April 2025.The main faults, flickering headlights and a malfunctioning infotainment system, were first reported on 26th September 2024, supported by video evidence. The car was returned to your service centres four times over a six-month period, yet the issues remained unresolved. The vehicle has been in your possession since 13th March 2025, and I have been without transport since 10th June 2025, when the courtesy car you provided broke down. I was subsequently informed that no replacement vehicle was available.Despite my repeated efforts to engage constructively, your after-sales team failed to take appropriate action. I was first contacted by your After-Sales Manager in April 2025, seven months after my initial report, and was advised that rejecting the vehicle could be “a lengthy process”. I was also offered a settlement, which I declined in writing.In July 2025, I was asked by your service centre staff to escalate a parts delay directly with Vauxhall. I complied, though it remains unclear why this responsibility was placed on me after I had already submitted a formal rejection of the vehicle. To make matters worse, the car was subject to a safety recall in August 2025 due to a fuel pipe issue.This experience has had a serious impact on my life. I have had to balance full-time teaching, therapy appointments, and managing daily commitments without access to the vehicle I purchased in good faith. I have missed essential appointments and experienced significant stress, anxiety, and financial strain. What should have been a straightforward purchase has instead caused over a year of disruption to my independence, wellbeing, and professional life.After months of delays and inadequate communication, I referred the matter to the Financial Ombudsman. They have since ruled in my favour, confirming that I was entitled to reject the vehicle under the Consumer Rights Act 2015. While the finance provider is now arranging a refund, I remain out of pocket and have yet to receive any acknowledgment of the distress and inconvenience caused by your dealership’s handling of this matter.Given the seriousness and duration of this situation, I request the following:• A written apology acknowledging the mishandling of my case and the personal and financial impact it has caused.• Reimbursement of reasonable transport or related costs incurred while I was without a vehicle or courtesy car, including the cost of insuring the vehicle during the period it remained in your possession as it was unusable.• Confirmation of who will be responsible for finalising any remaining matters related to this complaint.Please treat this as a formal complaint and respond within a reasonable timeframe.

Dear SirI wish to register a complaint regarding my recent service on Friday 3rd October. I collected the car after the service and drove it home. On driving the car a short distance on Friday night a warning appeared on the dashboard that my engine was overheating and to stop driving immediately. I contacted yourselves on Saturday morning and reported the fault to your service department but was told that because the car potentially could have to be told, nothing could be done until Monday/Tuesday.I was contacted on Monday morning by Vauxhall Newtownabbey to be told that I had RAC cover and I had to contact them re repair or recovery. RAC came out and ascertained the problem-see report below.I am making this complaint as i am very disappointed as this problem can directly be attributed to the service. Because of this i have been left car-less over the weekend and until the problem was resolved on Monday 6th afternoon. This is the first time I have used Vauxhall servicing at Newtownabbey and have been left very disappointed about the standard of the car service, and potentially what could have occurred to myself whilst driving and the engine. I trust this matter will be looked into forthwith and I look forward to a speedy reply as to the reason for the error.Yours FaithfullyMr Sam McMahon

Quick response. Followed up with phone call. Video recidrded of vehicle and sent to me. Nothing to fault !