Existing Complaint Ticket - 87751292Logged Apr 20th 2026I have received no response to this complaint, now over 20 working days since logging it with you. If there is no satisfactory response I will have no option but to take this up with The Motor Ombudsman.It is now approaching 5 months since I first contacted Lookers Audi Approved Hamilton, each day costing me fuel expense as I would run the majority of journeys on electric.Sincerely,Angus Provan

The two vehicles I was interested in were very poorly presented, dirty inside and out. When deciding on which vehicle I wanted to build a deal on and arranging a test drive for a few days later, I could only take out the other vehicle as the one I was interested in still had no fuel in it and was still unwashed. Disappointed in this.

Dear Lookers,I purchased an Audi A4 (YH73 VNC) from your Hamilton branch on 30th January.I noted a number of issues both before purchase and after handover. I’ve listed most of these below, noting when they were highlighted in brackets. Most of those noted after handover were reported within a week or so of handover. I was assured these would be looked into by the sales rep and made repeated attempts for this to be done but it took around two months to arrange a date for an inspection. Some of the issues were looked into and fixed during that inspection but some were still outstanding. The car was then booked in on 12th May to have some of the outstanding work done. The workshop was unaware of all that was to be done when I dropped the car off, despite the earlier inspection. I was later advised they didn’t have all the parts to complete the work on the day as agreed, and they would either keep the car for another two days or I could take it away and return again.I was also advised a courtesy car would be available on 12th May but this too was not booked and have had to arrange transport to and from Hamilton, which has caused me some inconvenience.In addition to the issues noted below, there were many stone chips on the bonnet which were not fully visible when I viewed the car as it was dirty and still to be valeted. Most had been filled in and touched up before handover but the bonnet was not at the standard expected for an Audi Approved car and required resprayed. The branch was not willing to do this work so I asked for a quote to have this done at my own expense. The work was subsequently done at your bodyshop and Audi (not Lookers) were good enough to contribute towards this cost.I was also assured the other cosmetic work (wheels, exterior stains, engine compartment clean, seat stain) would be looked at while the bonnet was being resprayed. However, the branch reneged on this too and didn’t authorise the work. The bodyshop was good enough to do some of it e.g. some of the exterior stains and engine compartment clean (I didn’t ask for this to be done, it was part of their quality service standards).I wanted to buy from an Audi Approved dealer as I wanted my new car to be a high quality purchase with all the standards expected from Audi - i.e warranty, bodywork, preparation, aftersales etc. I went ahead with the purchase on the reassurance of the sales rep that the issues identified would be looked into (including having the bonnet resprayed at my own expense) and that I thought I would have an Approved standard car when the issues had been addressed. Unfortunately, I do not feel these expectations have been met and have been very disappointed with the level of after sales support, poor quality standards accepted by Hamilton and their inability or unwillingness to taken ownership of basic tasks and communications.It’s clear the pre-sale checks did not identify and rectify all issues or prepare the car adequately for handover or address the issues highlighted and wouldn’t describe my experience with Lookers as that of a premium brand dealer.I would be happy to hear your feedback or if you want further information please let me know.Issues highlighted:- Wheels - O/S/R chipped and N/S/R marked. (Before)- Passenger door sill kick plate not illuminating. (After)- Stain on front passenger seat. (Before/After)- Wheel nut covers missing. (After)- Tyre repair kit sealant can and filler hose missing. Incorrect replacement supplied. Replacement of the replacement only has a few months before the Use By Date is past which they refuse to replace. (After)- Stone chip on windscreen. (it looked like a water drop at handover). (After)- Bird dropping stains and other minor marks on bodywork. Advised these would be picked up by the valeters or when bonnet re-sprayed. (Before/At Handover)- Car suspension or steering jumps/knocks on full left hand lock when reversing. Advised there is no mechanical fault but the issue is still there occasionally. (After)- Power steering noisy (After). Advised no issue but will continue to monitor.- Touch display screen wipe missing from glove box. (After)Issues highlighted and resolved:- Rear heating vent broken. Replacement now fitted. (Before)- Battery cover securing screw missing. Replacement fitted. (Before/After)- Engine compartment to be cleaned. Done by the bodyshop when bonnet resprayed. (Before/At Handover)

Hello,I have concerns regarding the recently bought Audi Q5 SC23TTO on 20/03/2026.I’m letting you know that I’m already booked at Audi Edinburgh on the 22/05/2026 to fix 3 issues that I’ve discovered while driving the car:1) The driver’s seat is moving while accelerating or coming to a stop.2) There is a rattling noise near the front right speaker when driving on rough surfaces.3) The Driver’s door handle light is not functioning during the night.And that’s okay, I understand how these things can happen and can be fixed under warranty.What worries me more is that the brake pads wear indicator light came up at 21797 miles, after around 1200 miles of driving it.Which means that the brake pads were already near the end of their life when you sold the car to me.Now, wasn’t the MOT supposed to pick this up as a yellow, amber or red advisory?How are the MOT’s carried out at your company?Is this something they’ve missed or the actual MOT has been carried out only on paper?This is very worrying for me and makes me wonder if my car is safe to drive at all, if it is safe for me and my family.If I knew that the pads were at the end of their life I would not have bought the car, or I would have asked you to replace the worn pads since it is not safe.How can you do this to your faithful Audi customers? This is my 3’rd Audi and I must say I’m disappointed and losing my trust in the brand.I believe that you sold me a car that is not in a road worthy condition and that I’m now at a loss.If you can’t make the car road worthy i.e. replace the worn-out pads or fix the sensor, cable or whatever is wrong with it, I will have to stop driving and raise a safety case.Hopefully you can fix the car and we’ll avoid all the headache for both parties.Kind regards,Silviu Gavril

Booked my car to get things checked. Was told 2Months. Then when I get there the person dealing with me didn’t have the full details I had left on the phone and snapped at me saying we are busy you should have phoned and told us about anything else. The only answer I got about my main problem was it was took out and nothing could be found and was told it is a big car. I have also since made a complaint about the length of time for an appointment well over a month ago and after sending 2 emails asking for an update still nothing. For the latter I will be contacting head office of both yourselfs and Audi.

Dear Sir/Madam,I am writing to formally raise a complaint regarding my Audi A1 (purchased new in May 2025 via PCP from your Hamilton dealership), which has an ongoing and unresolved defect, alongside a concerning lack of communication and service.Summary of Issue:• In October 2025, significant water ingress developed in the offside rear footwell, resulting in standing water, mould formation, and a persistent damp odour.• The vehicle was returned to you (after a formal email complaint was made due to poor communication and dissatisfaction) and held for approximately one week, during which time a door seal was replaced (November 2025).• The issue appeared resolved temporarily but has since recurred 6 weeks ago, again with standing water and associated mould/damp conditions.Latest Interaction (April 2026):• The vehicle was returned to you again on Monday 20th April.• Despite assurances of updates, communication has been poor and required repeated chasing on my part.• I was eventually informed that seals were intact, but there are concerns regarding possible misalignment of door panels, requiring body shop assessment.• I was told this would be arranged promptly; however, no meaningful update has been provided, and I have since been informed there is no assessor currently employed to perform this task. We have been forced to chase Audi staff in an attempt to get ongoing updates. On multiple occasions our calls have not been returned despite assurances that they would. Indeed I called and left a message for a callback the day before we went on holiday (May 1st) but no call was returned and we are now on holiday until Monday 11th May with no further attempts at contact having been made by yourselves.My concerns are as follows:1. The fault remains unresolved, despite multiple repair attempts under warranty.2. The vehicle is not fit for purpose, given repeated water ingress, mould contamination, and associated odour.3. Potential safety concerns, if structural elements such as door alignment are defective.4. Health concerns, due to prolonged exposure to damp and mould within the vehicle cabin.5. Unacceptable customer service, including poor communication, lack of follow-through, and pressure to return the courtesy vehicle without resolution.Resolution Required:Given the recurrence of the fault and failure to repair within a reasonable timeframe, I now require the following:• A clear and immediate plan for diagnosis and repair, including confirmed timelines• Continuation of a courtesy vehicle until my car is fully repaired and demonstrably fault-free• Consideration of a vehicle replacement under consumer law given this is a recurring defect that has not been resolvedI would also request confirmation of whether the vehicle is considered safe to drive in its current condition.Please treat this as a formal complaint. If this matter is not resolved promptly, I will escalate it to Audi UK and, if necessary, pursue my rights under the Consumer Rights Act 2015.I look forward to your urgent response.Yours FaithfullyKatie Watt (Registered Owner)David Watt

Because the email that I received from the company did not answer my request.

Salesman was very helpful

Car not fit for purpose even after being told it was and having to wait 2 weeks to pick it up. On the day of collection we were told that everything had been double checked and was a1 only to find out when we got home there was firstly an outstanding recall, we notified the salesman who said he would check with the service department in the morning as they were shut we’re still waiting. After 10 days of waiting we decided to call in to resolve the issues which had multiplied in between times. It was dropped off as requested for service were yet again we’ve had to spend 2 hours chasing up to find out what’s happened. We have now decided to hand back the car as the sales team appear to be trying to wash there hands of the car and the salesman how sold us the vehicle telling us lies apron more lies.

My car has now been at Audi Hamilton for 2 months (26th February). I called the dealership a month ago asking for an update and I received a text message the next day telling me my car was in "a very long queue" and "to be patient". That is the sole communication I've had about my car in those 2 months.I would expect better service from a back street garage never mind an Audi dealership. I have also raised this with Audi Customer Service.