Charles Hurst Group Recensioni 

Me and my wife went about getting her a new car. We picked a car we liked and everything was going great. Then it came to the finance and the atmosphere changed when we said we would be looking after our own finance. They came back to us with a couple of options that was still a fair bit more expensive as what we were getting from our bank due to our excellent credit score. We said would consider our opinions over the weekend. On the Monday morning my wife emailed the sales guy to say we were still going ahead with the sale but we would still be going with our own finance, no reply from the sales guy. She also made two phone calls and the girl said he would phone back.. no reply. I told my wife I would call after work as we had paid £250 to hold the car. I got there at around 5pm and asked to speak to the the sales guy. He was quite sheepish when he saw me and had the cheek to say he was trying to contact my wife all day. That was a lie and I told him that. I said we would still be interested in buying the car and he pulled together some figures. When I got home my wife brought it to my attention that the price had increased from the original price. By this stage were both agreed that the trust had gone from the process and we both agreed it was best to cancel the sale and go elsewhere.

A completely underwhelming experience and an frustrating one at that. From my own personal experience I would give Charles Hurst a miss...

Further to my review below and the response from Charles Hurst - thanks for the reply. However, I am aware of the complaint process as I raised a complaint which wasn’t responded to either as I have already stated in my review below.

We recently bought a Renault Captur from the Charles Hurst Used Direct branch in Newtownabbey and the whole experience and deal was nothing short of a shambles!

When we bought the car we negotiated the following terms of the car sale:
£250 off the Captur
GardX to be included
Service to be included
Full tank of petrol
Alloys to be fixed
Stone chippings to be touched in

It all went well until the deal had happened and then we encountered a number of issues. I’ll detail them below:
- We got sent the finance agreement which only deducted £200 off the Captur instead of £250 as well as charging us for GardX at a cost of £449. This was resulting in an extra £499 on to the price. We queried this and it was pretty much said the GardX wasn’t meant to be included in the deal and that is tough luck we are having. I wasn’t happy with this and challenged. After a bit of time it was agreed that the finance payments would be reduced around £10 per month. We agreed on this. However, disappointed that we had to fight for this. It did take around 4 attempts to get the finance paperwork correct.
- We agreed that we would pick the car up from Charles Hurst Newtownabbey on Thursday 29th January at 9am. We took the day off work. We also had insurance set up to be swapped over at 9am that morning. We headed up left the house at 7.30am and arrived in Newtownabbey only to be told the car wasn’t ready and it was still in getting the alloys fixed in Boucher Road. This to me is disgraceful! This was a total waste of a journey for us as well as a waste of a days leave in work. It was agreed that they would deliver the car to our house that night. I would like to say I appreciate them doing that. However, it is disappointing and annoying that the car wasn’t ready for us. It was mentioned that a full tank of petrol was put in the car as a goodwill gesture for the car not being there - but a full tank of petrol was part of the sale!
- I was not at home at the time that the car was delivered. However, when I did get home that night I had a look around it (something that I would have done if the car had been in Newtownabbey on the morning of the day of collection as it was supposed to be). Upon inspection I found that the stone chippings had not been touched in, the car wasn’t valeted or polished, the car wasn’t serviced. All of these were agreed as part of the deal! On top of this the batteries in the car keys were flashing to say low battery - disappointing to say the least after it just leaving Charles Hurst. I have had numerous correspondence with Charles Hurst and it was agreed that we would leave the car to Charles Hurst Newtownards and a staff member from Newtownabbey would collect the car and return it to there and the Newtownabbey branch would do the valet, service, fix the stone chippings and car key batteries again all things that should’ve been done before the car was handed over to us! I would have preferred if the car was sorted at Newtownards. The stone chippings have been filled in and the car appears to now been valeted and polished. The car key batteries have not been replaced and I will get this sorted as it wasn’t part of the deal but in my opinion no car should leave without the car key batteries being checked! The other issue I have is I’m being told the car was serviced and that a docket was left in the car. The only docket I can see in the car is for a used car prep which was carried out prior to us even viewing the car and the service book has not been updated so to me that car has not been serviced and again another part of the deal of the car has not been met! This is all nearly 4 weeks since buying the car and nearly 3 weeks on from receiving the car! This should have been sorted before it was handed over!

I would also like to point out that we had no hand over of the car were we were shown anything to do with it.

I have submitted a complaint and guess what…..it hasn’t been responded to even after the 14 working days they said they would respond by!

Since all this I have checked the reviews online and it is clear that it is more than just us that have had issues with Charles Hurst.

I’m extremely annoyed. This is not the most flashy or expensive car in Charles Hurst but this is the newest and most expensive car my wife has ever bought and we have been left so disappointed with the whole Charles Hurst experience. The shine has definitely been took of buying a car from Charles Hurst!

I have bought quite a few cars from Charles Hurst before but I would not buy from Charles Hurst again after this complete shambles!

My experience with this dealership was awful from start to finish. I was told before collecting the car that it would be fully serviced and any warning lights would be sorted. However, the car clearly had not been serviced. The clutch warning light came back on just one day after collection, despite the sales person previously assuring me that the light had simply been forgotten to be turned off after service and that everything had already been dealt with.
I then found out 2 days later from the floor manager that the sales person was wrong and it hadn’t been sorted at all, even though she said she had checked? Yet no accountability was taken. 

On top of that, the condition of the car was unacceptable. The storage area was full of rubbish, and it was obvious the car had not received a proper valet before handover.
What made the situation even worse was the aftercare. For nearly two weeks I was going back and forth trying to get answers. Emails were ignored, calls were not returned, and when I finally managed to speak to someone I was told that I would receive a call back asap, not once did a call back ever happen. Apparently you have to chase them to get them to actually do their job.

The level of organisation and accountability was shocking.
I eventually demanded that they take the car back and refund my deposit because they had breached their own contract. I only signed the paperwork because I was assured the vehicle would be serviced prior to collection, which clearly was not the case.
I work in sales myself, and the aftercare here was some of the worst I’ve ever experienced. Once they have your money, you’re completely discarded. The customer service is horrific and the communication is nonexistent.

They did eventually agree to take the car back and refund my deposit which I got a few weeks later and shockingly enough I only had to chase them for it twice which was a new record for them in fairness. It was probably very apparent I was not going away until it was resolved and I will not be ignored. 

Avoid this dealership at all costs. The staff are ignorant, incompetent, and clearly do not care about their customers. Save yourself the stress and keep your money, the sales people don’t deserve  the commission from you.  

Lovely staff and great experience at charles hurst kia. From the moment I walked in till I left they made you feel so welcome. Brendan was brilliant and helped so much with me choosing the right car. Im delighted. Thanks guys will definately be back

Friendly staffs, amazing knowledge about their cars.
Barry Mcconkey the sales manager was brilliant and I can say that his ethics as a professional sale manager is beyond and also the sales customer staff Josh was knowledgeable about serving customers.
We thank you for the support and definitely will recommend you Charles hurst Boucher Road

Overall, my experience buying a used car at Charles Hurst was positive. I seen the car I wanted spoke with Adam the salesman, we agreed a price, he got the car Mot'd quickly and got the car prepared for handover. Adam was easy to talk to as well as being helpful & pleasant.
Just a minor glitch when it came to payment. Charles Hurst are the biggest car dealer in N.I. but they do not accept payment by card transfer! The older generation dont do 'payment on their phone using an app'. Anyway, we got it sorted. Car going well, long may it continue.
Well done and thanks to Adam.

Absolutely terrible company, do not go near them. Once you buy the car they could not care less about you. Dropped my car in for work, and 8 weeks latter when I eventually get through to them after 9 calls they tell me they can't find the keys for my car which has sat in their car park for that amount of time!!! A total DISGRACE
Lookers They then send a Standard template letter asking you use an online Portal on here!
So I had already done that and called Lookers so another useless company employed by them that can't even be bothered to check information first! USELESS

We bought an Audi A5 costing £20K from Philip in the Boucher Road store in Feb 2023. Within the first 3 months we noticed a buildup of water swooshing around underneath the car. I contacted the Boucher Road store to be told that Philip had moved to the Newtonabbey store, and that I would need to contact him there as he was my salesman. I contacted the Newtonabbey store and was told that he was busy and would return my call. He never returned my call, so I also emailed him, again no response. I called the Newtonabbey store multiple times to be told he was busy with customers. He eventually told the receptionist to pass on a message to me that I needed to speak to someone else at the Boucher Road store, he basically didn’t want to know. After the back and forth I was back in contact with Boucher Road and had the car back up to be “fixed”. The water noise went away and then returned again quite soon after. I also then had an issue with the car which turned out to be worn calipers, but this was only established after having the car booked into Boucher Road multiple times, never being able to get to the bottom of the problem until nearing the end of my warranty. They said as the problems were present from I bought the car they would still “fix” it after the warranty, but they refused to put a new set of calipers in, instead only agreeing to a “caliper kit” which was a quick fix. At one stage I was going to reject the car and hand it back which they agreed I could do based on the issues I was having, but they were trying to offer me 4k less than I paid due to mileage I had used, which I said was mostly due to running to their site MULTPLE times and I live 1.5 hrs away so this was the majority of the mileage I had used!! I decided not to reject the car in the end and let them “fix” the calipers with their kit. This did fix the caliper issue but the water issue returned over and over again. I have now changed cars again with a different dealer so no longer have this A5, so not sure how long this caliper kit has held up. I would never deal with Charles Hurst again. The after sales is shocking! This happened in 2023 and I can see from the reviews that they are still pulling the same stunts with people, the reviews should tell you everything you need to know if you are considering buying from Charles Hurst! Worst experience we have ever had with a car dealership!!

We were treated as family at CH Mallusk
A relaxed and professional approach from Dean Strain as always.
We were not pressured into making decisions but appreciated the advice given.

Car was booked in for a service but still hadn’t been looked at 1 hour and 20 minutes later. It was for a first service which I was told could take 2 hours. I left got a call 20 minutes later to say that they couldn’t reset the service clock. They could do the oil change but would have to take it to seat to get the service counter reset. So after 2 hours of waiting left with no service did to my car. Fast fit is a totally inappropriate name for them because nothing is done at a normal pace never mind a fast pace.

​I bought a 2018 Nissan Micra from Charles Hurst Nissan, and it has been the single worst automotive experience of my life.

​The car had only 60,000 miles on the clock when the timing chain snapped, completely wrecking the engine. A timing chain is widely considered a "lifetime" component that should easily last 120,000+ miles. To have a catastrophic failure at 60k is a clear sign of a mechanical defect, yet Charles Hurst’s response was nothing short of insulting.

​They quoted me £9,000 to fix the car—an extortionate amount that is nearly the entire value of the vehicle itself.

​The most disappointing part? The "service."

As soon as the sale is over and a major issue arose, their "award-winning" customer service disappeared. I was met with:

​Total Indifference: They showed zero interest in helping a customer who had just suffered a life-altering mechanical failure. ​Zero Accountability: They treated a snapped timing chain at 60k miles as "just one of those things" rather than a serious issue with the stock they are selling. ​The "Take the Money and Run" Attitude: It’s very clear that Charles Hurst is only interested in you when you are handing over your cash. Once you drive off the forecourt, you are on your own.

​I would strongly advise anyone thinking of buying from Charles Hurst Nissan to look elsewhere. You might get a shiny car and a smile on day one, but if anything goes wrong, you’ll be left with a £9,000 bill and a dealership that couldn’t care less.

If you are thinking of dealing with Charles Hurst take the time to inquire into Charles Hurst court appearances for various dodgy dealings and bodged workmanship. You may save yourself much heartache in the future.

​"I recently had an outstanding experience purchasing a car from Charles Hurst in Newtownabbey. Matthew was fantastic throughout the entire process—he was incredibly proactive and kept me fully updated every step of the way. I highly recommend asking for him!"

Offered me £2000 less than the leading competitor for my trade in vehicle and then when the deal was cancelled held onto my deposit to the point I had to threaten them with the Financial ombudsman

Went into Charles Hurst seat the other day,they had a 2020 seat ateca I was interested in after speaking to the salesman he was polite but I was offered £7800 on my car.My jaw dropped and I actually laughed because in 2 other reputable dealers offered me £10200 and £10500 on similar priced cars.So I put the details into webuyanycar and the price came up at £10500.Charles hurst must have there own price book because they are definately not abiding by general car prices.

Booked in discovery 5 for 29/2 a month ago for security update requested by JLR via post. Booked in 10:30 . Dour booking in agent agreed to have the vehicle updated in a couple of hours so decided to wait. This agent inferred the car was being updated 2 hrs later despite me telling him my car app showed my car locked up outside. 3 hours later informed me couldn’t update cause needed the spare key too. So he lied. Spoke to female manager who apologised agreed to arrange a pick up at my home to update. Guess what didn’t return call so made a complaint to lookers. This manager rang me back to arrange pick up Tuesday morning 3/2 saying she had forgotten about me . On 3/2 no one contacted me and the car was not picked up. Updated lookers re another complaint again they said it would be upgraded to a manager for further action. 6/2 still no response .
This company is letting their customers down very badly and I cannot stress enough the likelihood that any post sale customer service will be poor and in some cases embarrassing. The 3 men in charge of Charles Hurst Landrover are failing their customers .
I won’t close this lookers complaint until they have dealt with this matter to my satisfaction. I can always get this sec update at Donnellys or BLRC . You have been warned.
So this morning Fri 6/2 Charles Hurst Landrover replied to my review.
If you read this reply you will note it is a generic response to 1-2 star reviews about the Company. Despite my reference to complaints in my review made to lookers the reply requests that if I’m not happy to submit a complaint to lookers to me this is evidence that whoever replied to the review didn’t really read it or just presses a button to send this generic response . Tells you a lot about this Company they just couldn’t be bothered choosing to hide behind empty promises and extremely poor customer service.

Hi had my car in for service this week and they lost the key inside my fob. Rang them today didn't even bother to call me back. Been no where from I had my car in for servicr so they have obviously lost key.. I'm really not happy with this.. Please sort out your customer service it's not good!

I recently purchased a new car from Mario on Boucher Road and had a very positive experience. He made the process easy, he wasn't too pushy and gave great advice on finance. I got the car I wanted, could pick up when I wanted and I am pleased with my purchase.

We had our car serviced today at Charles Hurst in Portadown. Our car was collected on the time they said. Had the service carried out and everything perfect. Car was left back when they said it would be, they even washed it!! Very happy overall. So thank you Charles Hurst for a job well done 👏

If you buy a car from Charles Hurst after reading this, you deserve what comes next.

In July 2025, I bought a 2018 Audi A5, 1 owner from new, 47k on the clock. Car looked in great condition and came with an RAC 180 point check carried out by Charles Hurst themselves that had every box ticked green. There was even an invoice to say they installed a new battery, new number plates and an invoice for the oil and filter from the service they just gave it.

I checked over the car, read through all the paperwork and even checked the old MOTs online, aha got ya! The car was MOTd 3 months previous and had an advisory for both rear suspension mounts perished. Flagged it with the team that they were marked green on their report, but an advisory at MOT. They swore regardless of their appearance they were road legal but to keep me happy and get the sale they would replace them. An investment of around £500 from them plus they knocked £300 quid off as the DSG system needed a service and meant I could bring it to Audi, great deal or so I thought.

2 days and less than 100 miles of ownership the car broke down at the roadside. Had to call the RAC through the provided 6 months warranty (stay tuned this gets dodgy). As it was a public holiday I couldn’t get towed to Charles Hurst, so instead got towed to a local garage until they opened. They opened 2 days later and I informed them of the issue. Long story short RAC only tow once per breakdown, so I had to pay £120 to have the car towed over to Newtownards for inspection (never got this refunded despite being told I would).

Turned out the alternator belt had snapped. When I went to pick it up the next day, the mechanics said these exact words “that belt has been slipping a long time, you could see the rust on the alternator wheel”. Guess what, it was marked green on their report. And the flat battery was replaced to get it out the yard and now they’d just got paid £600 from RAC for replacing a belt they already knew was faulty, plus the new battery packed in after the belt snapped so another new one of those.

Fast forward a couple of weeks the car is in with Audi getting the DSG oil changed. They completed a health check and discovered all the tyre pressures were low (around 20psi) and that all four tyres were cracked on the side wall and in danger of blow out and required immediate attention. 2 front control arms were completely knackered with the other 2 on their way out. Needed new spark plugs, cost me £150.

As I collected my car to bring it back to Charles Hurst to have the controls arms looked at, the tyres now at the correct PSI the knocking and shaking from the faulty control arms was impossible to miss. They’d under pressurised the tyres to hide the fact the tyres were damaged and that the control arms were faulty. RAC again paid £1100 to Charles Hurst to repair a fault they already knew about!

This car was sold with “a full bill of health” but had perished suspension bushes, unsafe tyres (replaced by myself at £550) faulty control arms and a damaged alternator belt. I drove my wife and kids in this car and we’re lucky to be alive.

They received £1700 with their RAC warranty scam, and I’m out £820 on tyres, plugs and towing costs.

It doesn’t end here.

When my car was in with Audi I set up the connect app that allows my car and phone to talk to each other and communicate with Audi. Phone call from them today, 20/01/2026 to say the oil sensor has detected that the oil quality is perished and is due a service. Couldn’t be I said it was only done in July by……. Sorry sir, doesn’t sound like it was. They apparently serviced it 7 months / 7k miles ago and it’s due already. Something doesn’t sound right!!

I will never, ever deal with this company again and if you do you are an absolute fool! Taking people for clowns as they think they’re too big to be challenged or caught!