Today I dropped in my Clio for it’s 4th service at Charles Hurst. This was the first year I had not been directly contacted in early December to book in for a service, despite paying monthly for a service plan. I contacted Lookers mid-December and arranged a date for a service which was today (2nd January). I was unable to get an appointment earlier, which meant I am now out of tax on the car as I can’t book my MOT until it’s serviced. The whole process has been off this year. I got all my communication through when booking, both via email and text that it was 9.15am appointment. I arrived this morning to be told by the person on the service desk that I was actually booked in for 8.15am and as a waiting appointment - I have never done this. He then asked if there was a rush to get the car ready and I said no, as I have always collected my car in the afternoon when it is ready. It got to 3pm and despite leaving the car off at 9.15am, I had heard nothing from anyone about my vehicle health check. I knew there would be work to do on the car as I cover a lot of miles. I checked last year’s communication and I had heard by noon what worked needed done, has accepted the work and the work was completed and car ready not long after 3pm. Today I phoned at 3pm, to be told they were aiming for a 4pm pick up, but I still hadn’t heard from my vehicle health check. Around 3.30pm this message finally came through about what worked needed done needed done. I accepted the work (over £1000 worth) and got a phonecall to tell me that it was too late in the day to complete the work as the technicians finish at 4pm. This is not acceptable. I had left my car in at 9.15am, with no communication, to be told that it was too late in the day to do anything about it. I had my MOT booked for 7.30pm tonight, which I had to not go to because urgent tyre and brake work needed carried out. If I am paying for a service plan and booked in for a service and MOT prep, I would like to think that my car would be ready within 6 hours. I asked on the phone why it had taken so long to check, I was told that because I hadn’t given them a time I needed my car for, I was essentially last to be seen and therefore ran too close to the closing time. I am a teacher and have always booked my services for the school holidays. I also live 30 miles away from the service centre. So not only was it a complete waste of my day, but I now have to take an unpaid day off work to bring my car back the 60 mile round trip on Thursday 8th January, as this was the next earliest appointment. I have lost my £39 fee for MOT as it was too late to cancel or change the appointment tonight. I am really disappointed in the customer service today. If you cannot provide a timely service where work can be done to cars, then maybe too many bookings are being squeezed in to the day. It is simply not good enough that I have dropped my car ar 9.15am and it has not been looked at until nearly 3pm. I have always seen the value in servicing with the manufacturer and the benefits it can have. But I will be cancelling my service plan and using a local business next year, who I know will be looking at my car at the time of drop off. I am a single woman with access to just my own car, living alone, and heavily reliant on it. I am just so disappointed in the service I received today. And not one apology from Callum at the service desk when I arrived to collect my keys.

Friendly helpful staff

Jonathan Steenson the sales person was very helpful with my inquiry regarding the Renault 4 electric.He explained everything regarding purchase and leasing offers.Also had a test drive in the demo car.

Good morningGetting Hurst to care for my MOT was a wise move from pick up to return to my door everything needed to pass a 9year old car was carried out. A BIG thank you to the Hurst StaffHugh McMalmont

Very happy keep up the good work .Sent from my iPad

William explained everything clearly and even though he was finished for the day he stayed to complete my paperwork

Pleased with the work and the service carried out, pleasant indeed and taking the car over for M O T.Sent from my Ferrari iPad

bought an automatic diesel Renault Clio on 30 July 2025 at Charles Hurst Newtownards Renault garage. Staff attentively assured me the car had been fully serviced including oil change.After three weeks driving the car for long distances involving work and personal business a warning service message appeared on the dashboard.Under the one year warranty, Charles Hurst Newtownards Renault garage serviced the vehicle and changed the oil on 1 September 2025.Having apprehensions about the car's performance at that stage, and expressing the possibility of returning the vehicle with full reimbursement, I was assured the car was ok.Six weeks later the same warning light and message came up again . A new oil change was scheduled for 22 October 2025 at Charles Hurst Newtownards Renault garage.At that point, having made 2800 miles in three months since it's purchase the vehicle had had three oil changes.Dissatisfied and concerned about the future maintenance of such the vehicle I sought a refund on the grounds of poor performance.Charles Hurst Newtownards Renault garage declined this alleging that the car was ok and that the problem was the way the car was driven, say mainly short trips , though I had been making an average of 150 miles per week with alternative long and short trips.Instead a trade in was proposed by which I am over £2000 short from the original price paid."

I contacted your Ards branch on Monday 27th October to advise them that i had suffered a puncture on the evening of Saturday 25th October and had to call out an emergency repair service to replace the tyre as i needed to use my vehicle the next morning. The mechanic could not find my locking wheel nut. We searched the whole car and could not find it anywhere and i knew i had not been handed it when i picked up the car. As a result i was charged an additional £20 for the mechanic to take off the tyre.I contacted the Ards branch on the morning of Monday 27th October and spoke to someone who insisted that the locking wheel nut was in the car when I bought it and i told him it definitely wasn't in the car. He asked me why this was not discovered at my annual service and i advised him that i missed the service last year (unfortunately i had a very unexpected illness in the family last year and a lot of things did not get done that needed done and i am only picking things up now, including this year's service). The person i spoke to was very unhelpful and made me feel belittled. He stated I would be charged for a new locking wheel nut even though it is not my fault that i did not have it. He said he would get a manager to ring me back and I am still waiting for the call.This is the second car i have bought from the dealership and i was planning to buy a third one when my current deal is finished, my husband also bought his car from the dealership on my recommendation. However, i am extremely disappointed by the service i have received over this missing part, the money i have lost as a result of the missing part and how i have been treated by the dealership and i will be taking my business elsewhere if this is not remedied. I currently need my car serviced and i feel a free service and getting me the missing part would be the only suitable way to resolve this matter and to keep my business going forward.

Dear Charles Hurst Management Team,I am writing to express my significant disappointment and serious concerns regarding a vehicle I purchased from your dealership on September 30th, 2025. After a delay in getting the car due to service and extra work needing done I finally received the vehicle on 7th October but I had it for only one day before discovering a substantial coolant leak on my driveway. I immediately returned the car on Thursday 9th October.I was initially advised the car would be ready for collection on the following Monday. However, I received an email advising that additional works were required.Apart from 2 emails no one has contacted me via telephone to provide a personal update on the progress or the extent of the necessary repairs.I am particularly concerned because I was not advised of any cooling system issue prior to purchase. There was also an oil/fuel leak on the car which was discovered during servicing however I only discovered that work related to this was carried out when I requested a copy of the service report which was issued after I collected the car.The fact that the car was delivered to me with such a significant fault is extremely troubling and suggests a failure in your pre-delivery inspection process.Furthermore, despite requesting it on a few occasions, I have not yet received a copy of my 6-month warranty documentation or a receipt for purchase of the vehicle.I feel completely let down by the lack of communication, the failure of the car so soon after purchase, and the apparent absence of proper pre-sale checks.I request that a member of your management team contact me as a matter of urgency to discuss this situation. As I have lost all confidence in the handling of this matter and the vehicle itself, I am actively considering exercising my right to request a full refund.Im at a training course tomorrow but I would appreciate if someone could contact my husband keelan McGaghran to discuss the issues outlined in this email.Sincerely,Emma McGaghran