Charles Hurst Group Omdömen 

I recently had a mixed experience with Charles Hurst Group while purchasing a car. Initially, I dealt with a delay in collecting my Vauxhall Mokka due to servicing and part replacements which tested my patience. Unfortunately, shortly after I took the car home, it developed mechanical issues. However, the team eventually issued me a refund. On the positive side, there were moments of good customer service, as Nicole was particularly helpful and professional in assisting my car selection. There is potential for improvement, especially in communication and after-sales service, but there are staff members who are friendly and committed to helping customers. Overall, my experience was a blend of positive interactions and some challenges. 4 stars.

Called in despair at their Mallusk Renault site. My car suffered a driver's window stuck open. Met Matthew who immediately came to investigate before running the car around to the service area. Invited to take a hot chocolate and a seat. No sooner finished the chocolate than car returned, window function sorted. Excellent service, this guy should go further, I'd like to think someone in management picks up on this. One outstanding chap.

This company sold me a new Nissan Duke automatic which is known now to fail at about 30k miles. Nissan has lost a class action in the US over this scandal. My Juke auto transmission failed at 29k miles. Hurst washed their hands declaring no responsibility. Disgraceful. Will never deal with them again and warn others not to do so. If something goes wrong, they'll turn their backs.
I've just seen their reply. It is what's called a boilerplate - an automated reply. Look at the Hurst replies to the host of complaints. Notice the simililarities, the repeated phrases? I don't think a human being actually reads they complaints on this site. This company knows full well who I am and the request for more information is a sham, a diversion aimed at bamboozle. The correspondence with me on file. Google 'Nissan Juke automatic transmission problems' to see what I mean. And/or try to part exchange this car at any competent garage. The Hurst reply demonstrates what all the complainants are up against. Utter disinterest and distortion. Please I urge for your own protection, don't deal with them.

Charles Hurst Renault Newtownards, honestly so upset and disturbed! Had a service with them last year and said there was an odd noise when going over uneven road and speed bumps, they did the usual vehicle health check and was reassured everything was fine. Fast forward to this year and had my service recently with that same noise, only to be told my car is dangerous to drive (have barely driven it over the last year also) and the work is going to cost a grand! Told them not to do anything to the car and took to a couple local garages for other opinions and they all laughed at the prices and took my car in and completed the work for half the price. Would not recommend anyone taking their car here and getting work done, definitely look at your local garages and save some money☺️

Excellent customer service again from Charles Hurst Newtonabbey, especially Gemma in Servicing.

New rear windscreen required after heated screen developed a fault. Also required two new tyres after an earlier inspection.

Car was collected from our home just after 9 and returned at 3.30. Windscreen was repaired under warranty and tyres price could not have been bettered locally (I checked!)

Gemma called when car was on its way back and provided payment link by email. Perfect transaction all round.

Thanks again to all involved and Gemma in particular.

Both my husband and I upgraded our cars, and were guided and helped through the entire process by Andy Connell.
Having established the type of cars we each were interested in, he took time to show us the various vehicles available, and carefully outlined our financial options.
Throughout, we found Andy to be very calm, patient, courteous, and knowledgeable (but not in a 'know-it-all' way); he was professional, but friendly, and conducted the entire process in a quiet and 'non-hyped-up' way.
When we collected our vehicles, Andy took time to show us the various features (and ensured that we each had established our Bluetooth connection, and had found our favourite radio station!).
3 days following the collection of the vehicles, we received a very kind courtesy call from Andy who enquired as to how we were managing with our new cars, together with reassurance that if we had any questions or concerns, we were to feel free to contact him.
Based on our experience with Andy, we would have no hesitation in recommending Charles Hurst Toyota (Newtownabbey).
Thank you, Andy!!
Jean Steele-Murphy and Ronnie Murphy.

Have been a loyal customer for yrs , took my car over to get a new handbrake,and was told my car was not clean enough , for mechanics too work on , I had hoovered my car the wk before for a service, and I walk dogs, I have wrote a letter off complaint to Kia , haven’t heard a thing bk , so that is me totally finished with Charles hurst

I purchased my toyota icon to day was a pleasure dealing with Andrew very helpful professional and a gentleman made everything very straightforward and smooth thank you Andrew .Have to mention Deane he was very good on the coffee .

I purchased my Seat Leon from Charles Hurst. The experience I had with the sales team was amazing. Everything was so quick and smooth. Unfortunately, upon picking up my approved used car, I noticed a few issues. I expected that with an approved car, problems could arise, but as soon as I contacted Charles Hurst, they promptly booked my vehicle in for repairs. I was pleasantly surprised by their willingness to go above and beyond the car’s warranty. They were even willing to address minor issues.

I had a problem with a puncture in my Nissan Juke.
Simon was extremely helpful and patient with me.
When I had difficulty contacting the RAC he actually did it for me and arranged for the problem to be resolved.
I really appreciate his assistance.

Rubbish service.
I rang and got cut off on 3 occasions with no explanation. Then requested a call back and a week later I'm still waiting.
I have an engine warning light on the dash and when I finally got to speak to someone was offered an appointment in 3 months time. So I'm supposed to drive my car not knowing if potentially a serious problem, no offer of a diagnostic test amd wanting my car for a full day to heck. Despite having been supposedly serviced within the last month.
Very disappointed and would never recommend.

Recently called in, cause a engine light came on. Have say I was super pleased with calm and swift approach to the issue. And had the problem resolved very swiftly. Have to say very pleased with the service I was given.

PLEASE STAY CLEAR!!!
On Friday 20th September I phoned Charles hurst to put down a £250 deposit on a second hand black Vauxhall Mokka 1.6 Diesel.Later that day I went up and after a test drive I decided it was the car for me.I put collection of the car off from the following Tuesday until Wednesday due to a funeral,only for Charles hurst to push it back longer due to the car being "serviced" and waiting for a new coolant cap.Eventually I picked the car up on Saturday 28th September paid the cash upfront and away I went.I was loving my new purchase as I was looking a more reliable car and with a guarantee I had peace of mind.However on the 6th day of having the car my son and I went out to collect some food.On the way home a few hundred yards from the house the Traction sensor light came on and the car could hardly move getting particularly worse when about 50 yards from the house by the time I reached the house smoke was belching out from the engine.The next morning I got the RAC out who did a diagnostic test and inspection the mechanic confirmed my own observation that there had been a coolant leak which triggered the traction sensor.The diagnostic test flag up a load of issues,which should have been picked up during their so called service!
The car was toed away to Charles hurst after having absolutely zero correspondence from them regarding the car,I rang on the Monday morning to find out what was happening.I had been torn between keeping the car or asking for a refund from the Friday,however when I phoned the Charles hurst garage the manager who I spoke with on the Saturday told me we don't have your car we don't know where it is.Plus hadn't even taken down any info on what he was told on Saturday.That was the final straw and I asked for my money back which I finally got on Friday past
(11th October).
Please do not consider buying a car from Charles hurst they are no better than a back street dealer.They are ether completely incompetent or they are cunning con artists ether way save yourself the anger,frustration and heartache of having any dealings with them.
I lodged a complaint with Lookers via email on the Friday evening and received an automated response saying they would deal with my complaint on the Monday as it was out of hours,it's now the 19th of October and they haven't bothered.

Went to get a new GWM Ora 03 on Motability (WPMS). Going into the showroom was ok, a salesman spoke to us, but we were on a mission that day to see quite a few models up the Boucher Road and elsewhere so didn't speak to anyone in earnest but phoned several days later after discussion at home. I wanted to set up a meeting. I couldn't get anyone to phone me back. After a few days of phoning and complaining I was able to set up a meeting with the sales manager. When we turned up he wasn't available so he allocated the meeting to someone else. I took this in my stride as well as having to sit in the draft of an air conditioner without so much as an offer of a coffee. We knew what we wanted and it was an easy sale for the salesman. That was the 30th of May. I needed to make an enquiry about the charging cable in early September. I got the same difficulty, no-one would phone me back or reply to my e-mail so I complained to Motability. A girl then phoned me from Ch Hurst who couldn't answer my question immediately but on phoning back told me it would be another eight months before we had delivery - 11 months waiting time in total. She then went on to press me about taking a Renault Scenic instead, which I didn't want. So I e-mailed GWM UK and put my case to them. That was the 5th of September. They responded immediately were very helpful and friendly. I was informed a car had been found in my spec and Ch Hurst would be in touch within several days to let me know when I could collect it - they didn't. I wrote to the managing director of Ch Hurst GWM Ora. He never replied either even though GWM UK said he would. On the 3rd of October I eventually had an e-mail telling me to collect my car on the 7th. No apology, no discussion, nothing. I collected the car, even though I noticed it was a slightly different spec from the one my wife and I had chosen and quite honestly I felt as if I was being kept at arms length the entire time during the process.

This has been a brief description of the worst car buying experience of my 40 years of buying new cars. My advice to anyone else trying to get one of these models is to find another dealer in Northern Ireland rather than go through what I've had to without ever being given an explanation, apology or reason.

Brilliant customer care service by Nicole, in helping me pick my new Motability car at Charles Hurst in Newtownards,and nothing was too much trouble for her. Thank you Nicole. Also, down through the years, any problems I needed sorted with the cars I have picked have always been dealt with quickly.

Do not take any vehicle to these people. I left a Toyota hilux in to be serviced, and they destroyed the transmission to the point it would not drive or move. Vehicle was under warranty.
After fighting for months, Toyota uk made them replace the transmission. They couldn’t even do that right, the vehicle came out shifting very badly and oil leaking in the engine bay. We had to take the vehicle to another Toyota dealer to repair. Still ongoing Charles hurst not communicating and told me to deal with lookers.
They are an embarrassment, they tried to tell me there was nothing wrong with the gearbox it was the starter 🤣🤣

Lookers have been contacted various times their head office, and customer services to the point they are not replying or answering calls or emails. They have also not co operated with a GDPR request. The response they have made on here is for appearances only they are very aware of the situation

Received my new Toyota CHR last Tuesday and could not be happier. Anette was fabulous from the start of the process. Very professional,friendly and helpful. I would give Anette 10 stars of I could. I found everyone in the show room very friendly and helpful. Zara and Barry were also great.

I have received excellent service from Sam at Vauxhall Service Newtownabbey. He arranged for some newly purchased safety critical parts to be assembled using specialist equipment available at the service department. This was very much appeciated.

I recently purchased a car for my daughter, and I have to express my deep disappointment with the after-sales service. While there have been a few minor issues with the vehicle, what’s truly alarming is the complete lack of support I’ve received.

Despite my efforts to reach out via phone and email, I’ve been met with silence—no responses whatsoever. It’s incredibly frustrating to feel ignored, especially after investing in a vehicle from what is supposed to be a reputable garage.

For a dealership of this size, their customer care leaves much to be desired. It’s disheartening to see such a lack of commitment to their customers. I genuinely cannot recommend them based on my experience.

We needed to replace our wee car for a newer model and the customer service was excellent, couldn't do enough to help us and talk us through all options and didn't make us feel rushed or they weren't too pushy which is always a put off. Special thanks to David and Sean at the Boucher Road branch