Charles Hurst Group Avaliações 1.011

AVOID AVOID AVOID Charles hurst Toyota dundonald, took my car in for a recall and I was noticing smoke coming from the exhaust and ammonia smell, asked them to check over the ad blue aspects - warranty covered fault. Was told that the part was not in stock and would be ordered in, I asked if the car was safe to drive - told yes. Two days later the entire cabin filled with smoke and went into limp mode, and had to get the car recovered and sent to Toyota in dundonald. TOYOTA UK gave me a hire car straight away and I was informed by enterprise that the dundonald garage would extend it if needs be until the car is fixed, rang Toyota in dundonald to confirm this, was told yes in regards to the extended car hire, and carl from enterprise rang on multiple occasions too to confirm, was told that yes no problems, it would just need signed off by the manager when they’re back from holiday, couple of weeks later, i get a call from carl at enterprise saying he had a very blunt call with the manager over the hire term, and they refused to pay - TOYOTA DUNDONALD TOLD ME IT WAS SAFE TO DRIVE, TOYOTA DUNDONALD told me it was going to be covered with the hire car, and then to get it so wrong about the car in the first place and u turn on the hire car agreement? It was just over £160 on the hire car, I have since paid this, however i will never step foot in toyota dundonald again, no annual service, no upgrades, ill take my money elsewhere. Terrible terrible customer service from the manager and I will be highlighting this to Toyota UK if this is how a company that represents them treats their customers and going by the reviews…not much more needs to be said on that.

Avoid this dealership. Cars poor quality and staff don't care. Good luck with getting your car repaired or a courtesy car. If you need to return a car good luck getting deposit back. They'll try every move to hold on to it. Staff need retrained. The services they provide are very poor and misleading. Wouldn't go back. No Jack Reid Cars is a different story quick friendly service provided. No small details to big for them to sort. Very helpful and friendly.

The Salesperson Jack seemed efficient he said he was keen to close the sale and was giving a good price for our car as it was the end of the month . It was a Friday 27th march and we asked if the car we were thinking on buying be out for Tuesday 31st march he said probably not but he would try, if not Tuesday it’d be ASAP that week. I asked if he would need full payment and he says no , just the deposit which we then paid. He then went away and came back with the Manager Andy his attitude was aggressive , he said he would put the car back up forsake if we didn’t pay in full by the end of the month . He asked why I didn’t want In full before taking receipt of the car and I said I wanted to keep some control , he asked what I meant and I said I never pay until I recurve goods. He said he didn’t know what I was talking about , asked did I not trust him , he said he was a man of his word , he had never been questioned , had never failed to keep his word . He asked what issues I had and we went out to address the specifics , he was aggressive , played that he could see the issue , (which turned out to be a known fault of that type of vehicle ) he then proceeded to pick at our car and said “if you want to pick at this car I will pick at your car . All the time with an aggressive attitude . I explained that my previous experience with the Boucher branch was that they were able to go into the next month which happened in autumn 2025 when another member of my family bought a car , he said it wasn’t the case and I explained it was and explained how that had been achieved and he said they couldn’t . We wanted the car so went ahead. The car was not ready for the 31st and only after chasing and chasing Jack did we get the car on the 8th April . Awful experience, awful the way Jack said it wouldn’t be a problem but then went away got Andy , introduced him all very nicely , said he wanted a chat and then it all turned aggressive. Andy is not a man of his word !!

Vehicle not as advertised, The cost of the vehicle was advertised on one site including VAT. Other site displayed the vehicle with the same price and No VAT displayed. Went to view the vehicle, drove it, all was good, suddenly was ask if I was registered for VAT, VAT on the vehicle but advertised on several sites either including vat on no VAT

Toyota BZ4x wheel lacquer peeling in places, thank your team at Charles Hurst Dundonald for sorting my issue out especially Adam in the service section.

So my Range Rover needs new brake pads. Called today and earliest appointment is July. So I have a £130,000 car that is unsafe to drive. Pathetic service from Charles hurst. Again

I have had 2 motability cars through charles Hurst. The cars have been fantastic for me but sadly the servicing and communication is beyond bad. They supposedly serviced my car last year and when I checked the paperwork they said they couldn't inspect the boot as it was full. It contained 2 plastic shopping bags. There were other issues and I reported it to the service manager who had the car collected and reserviced which I appreciated. Further issues again this year which caused me significant stress. They called after the service for my feedback and promised the service manager would call me, which he didn't. I would not recommend this company for motability customers as they have appalling after care which is very stressful to deal with. I will not be renewing my vehicle with them which is a shame as I love my car.

I purchased a vehicle from Charles Hurst Boucher Road on 11th April; the vehicle came on the market with no photos as yet as was still in prep, but the listing detailed everything I was looking for in a second had Kia Sportage - I dealt with Tony Wilson who was most pleasant, helpful and informative in repsect of the vehichle and the finance - he gave me the assurances I needed - everything was very smooth from the setting up of finance to the eventual purchase of the vehicle and I have to say I was not disappointed when I seen it and drove it home to Derry- the whole process was seamless and I would have no hesitation in recommending Tony and the team to friends/relative

The parts department are useless.
I was told I had 20 mins to make a payment in order to get a part the next day. I paid this.
The next day, it was confirmed the part was not ordered.
The female who looks after Peugeot/Citroen etc told me she did not order the part so she would provide a refund and it will be in my bank account within 2-3 days.

2 weeks later, I haven't received my refund.

Tried calling the parts dept today but of course, they don't answer.

Yet to meet someone who has a positive opinion of Charles Hurst.

Geely dealership we arranged to travel to boucher road to look at and see the cars and ask a few questions. No knowledge and manager told us to look online for information and prices. Total waste of time.

I was totally scammed by Bells of Crossgar when I bought a car. I was left stuck and without a car whilst a lengthy legal battle goes on. I was able to purchase a budget car from Charles Hurst and have it assessed independently before purchase- the staff were helpful, sympathetic and the car has received an excellent report and proved very reliable!

Picked up KN Ev4 GT beautiful experience from Nathan Kia newtownabbey answered any questions without hesitation set up phone to car nothing was to much trouble for him excellent presentation absolute pleasure dealing with kia newtownabbey.

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

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!!