Taylor Mather (Audi a3 / KT69 HWN)I’m a 22 year old apprentice joiner who worked tirelessly on weekdays, nights and weekends every bit of spare time was put into saving up for a car that I dreamt of having, And I thought that by going to a reputable company like lookers, Audi (Hamilton) that all that money I saved up would surely not go to waste. I was wrong. From the very start of my experience I was patient, very understanding but never even had a 15 minute drive of the car that I used all the money I saved up to buy. I feel very disrespected by lookers Audi and do not wish to shop here or in any lookers again. The customer service was terrible from the beginning, and do not wish anyone has the same experience as myself. Below is a basic timeline of the very start of my experience till now. Where I have no car, no money to buy another car, and still very angry.24th November - went to Audi to see the car which I reserved that day for £25026th November - bought the car in full for £19,582 and was told I would have the car on the 28th of November. Which then I was told on the 28th that I was not getting the car till the 2nd.2nd of December - picked up the car, drove the car for 30 seconds and an engine management light came on. Being working all day and picked the car up later, the branch was closing. I then took the car to a relative who had an OBD reader, plugged it in and there was 6 faults on the car, upon discovering this I opened the bonnet to also discover that the car had little to no oil, and little to no coolant. After this I messaged to salesman who sold me the car and raised the issue with him. To then he phoned me and told me that he would come collect the car on the 4th of December and have the car taken care of.10th of December - i got contacted by the branch to which they then told me that the car had to get a replacement engine to which they had to get a go ahead off of Audi uk to do such. To which I had to go into the branch and ask for a courtesy car after that length of time without a car. To which the branch manager told me would be sorted soon.19th of December - I got contacted by the branch telling me that I would get a courtesy car A3 or better on the morning after.20th December - went to the branch and collected the courtesy car which was an A1.6th of January - I contacted the salesman and asked what was happening. To which he said they were still waiting on warranty approval from Audi21st of january - contacted the salesman again after not hearing a word from anyone who then phoned me and told me that I was not getting the car and that I was getting my money back. Enraged and upset at the fact that I spent my hard earned money on this car to then be told I wasn’t getting it, I went to the branch after work and asked to speak with the branch manager. Who then told me I should’ve been contacted two days before that. He then proceeded to tell me to have a look for another car on the lookers website to see if I could see any cars that I wanted to then do a like for like swap. Which I then told him I wouldn’t think would happen due to me not liking any cars that I previously saw.25th of January - went into the branch again wanting my money Back. To then they which responded telling me that they had a multitude of paperwork to do before doing so and that I would get my money on Tuesday so they would phone me whenever they had it ready.29th of January - I phoned and asked what was happening with my money and if it would be easier to pick a car, so I had another look and found a car that I took a liking too. They then responded by saying that they couldn’t get the car due to another branch having the car and would not let them take the car upto there branch here in Scotland. They also said that I wouldn’t be getting the money till the 2nd or 3rd. Which I was not happy with and told them I wanted it this weekend.30th of January - got contacted by branch to come in and get my money.31st of January - went to branch with my V5 for the car I never drove for more than 15 mins and the courtesy car I got given.2nd of February - still don’t have the money I worked tirelessly for and nothing to show for that money too.Also would like to say that this complaint will be posted on social media to alert other people of my experience at this branch. I also have photos of the faults I have had in my experience.Thank you for the consideration to read this And I appreciate any contact back.Thank you,Taylor Mather

Advert was misleading said full history but did not have a full history, manager said he would get back to me when he found out what history it had but he did not get back very poor sales

Because this is my 3rd time in this dealership to buy a car and I haven’t bought any trade in price is ridiculous so I would not recommend you to anyone

Dear Alan, Stuart, Emily and to whom it may concern in complaints,Ref: KS25 PBO, Purchase date: 15/01/2026I write further to my previous correspondence and to your indication that no faults have been identified following your inspection.This position is difficult to reconcile with the factual history of the vehicle, namely that:• the vehicle became undriveable, displaying no power despite a full charge;• Audi / Volkswagen Group Roadside Assistance attended and identified multiple electrical fault codes;• the technician recommended return to the supplying dealer for resolution; and• the vehicle has since been unavailable for normal use.In light of this, a “no fault found” conclusion does not adequately explain the loss of power, the recorded fault codes, or the risk of recurrence.I therefore formally request that you provide, in writing:1. A complete diagnostic report, including all fault codes recorded historically, not just those present at the time of your inspection;2. Confirmation of whether any fault codes were cleared, reset, or suppressed, and on what basis; and3. A clear explanation as to how you consider the previously reported faults to have been resolved.4.Given the seriousness of the failure, the vehicle’s prior unusability, and the absence of a clear and evidenced resolution, I do not accept that the vehicle currently conforms to contract.Accordingly, I am formally placing you on notice that I reject the vehicle in its current state on the basis that the faults have not been satisfactorily remedied and that the vehicle is not of satisfactory quality, fit for purpose, or as described, pursuant to the Consumer Rights Act 2015.Without prejudice to my statutory rights, I am willing to consider a like-for-like replacement vehicle as a remedy, subject to availability and timescale. If a replacement cannot be provided within a reasonable period, I reserve the right to pursue a refund or other remedies available to me under statute.Nothing in this correspondence should be taken as acceptance of the vehicle or as a waiver of any rights.I look forward to your prompt response.Yours sincerely,Stephen Moore

Good afternoon,I purchased my car SD23 BAU in November last year. Last Friday it was booked into Hamilton Audi due to screeching when braking.They told me it was rust on the brakes and they had cleaned them. I have given it a week and the brakes are still screeching when I brake. I now concerned their is a problem with the brakes as I was told they had just been replaced.I have also emailed the sales advisor about the blackout on the rear window. I don’t think this was done by Audi as when it is dark I can’t see out and find it dangerous when reversing in the dark.Could these issues please be looked into and resolved?Many thanksJulie McNulty

The car I was enquiring about had just been delivered to the branch, your representative wasted no time in retrieving it from the compound to allow me to view it.

Good afternoon,Please see attached the two most recent emails I sent to the branch regarding this matter.As previously advised, this transaction was due to be completed by Friday 23 January 2026. This deadline has now passed, the transaction remains unresolved, and no satisfactory resolution has been provided.Despite repeated attempts, I have still not had any direct communication with the Sales Manager. To date, he has avoided addressing the issue, which is unacceptable given the length of time this matter has been ongoing and the impact it has had.I am formally requesting that this issue now be escalated to the next stage of Lookers’ complaint process without further delay.In addition, due to the financial loss incurred as a result of this failure to complete the transaction within the agreed timeframe, I intend to log a formal complaint with the Financial Conduct Authority (FCA).I expect confirmation of escalation and details of the next steps as a matter of urgency.Kind regards,Shirley ChalmersOn Thursday, 11 December 2025 at 12:19:53 GMT, Customer Feedbackwrote:HiThe branch gets 14 working days.Kind regardsLookers Customer Service & Resolution TeamFrom: Shirley ChalmersSent: 11 December 2025 09:32To: Customer FeedbackCc: Customer FeedbackSubject: Re: Formal Complaint re Lookers Audi HamiltonExternal Sender: Confirm legitimacy before acting.Thank you for your acknowledgment.It stated on your website 5 working days to resolve a complaint, does this not apply?Kind regardsShirley ChalmersSent from my iPhoneOn 11 Dec 2025, at 09:29, Customer Feedbackwrote:Good morning,We have received your complaint this has been logged with the branch, please allow 14 working days for branch to reply.Your reference is Ticket: 84591928.Kind regardsLookers Customer Service & Resolution TeamFrom: Shirley ChalmersSent: 10 December 2025 18:00To: Vehicle ComplaintsSubject: Formal Complaint re Lookers Audi HamiltonExternal Sender: Confirm legitimacy before acting.Good evening,Following a bad rreview on trustpilot, I have been asked to reach out to this email address to seek resolution to my complaint.I have logged the complaint already through the Lookers website on 9/12/2025, can you advise if this has been received? I have also been in contact woth Dale from the Audi Hamilton store who has all the information. My request for manu calls backs from Alan the Branch Manager have been denied as was an appointment for a face to face meeting.Please advise the next steps to having the situation resoleved as this is causing extreme stress and frustration as well as a financial loss to my daughter.Client is Lauren ChalmersVehicle is Audi Q3 NA22 ZGNMy name is Shirley Chalmers and I am dealing with this for my daughter as she is in Australia for the next year, the branch have been given permission for me to deal with this for her.My mobile number 07543 353878I look forward to hearing from you at your earliest convenience to have this complaint resolved to our satisfaction.Kind regards,Shirley

Grant from Hamilton Audi made the whole experience very simple and straightforward and was able to answer any questions or queries with no issues. No complaints, very happy with the service provided.

very impressive and professional service. Though I did not buy the car I wanted (family reasons) but service provided by Rory was absolutely fantastic. He was very helpful, flexible and accommodating. Thank you.

On 27 December 2025, I notified the finance company that I wished the vehicle returned. I now write to formally notify Audi that I am exercising my short-term right to reject the vehicle supplied to me on 17 December 2025 at approximately 18:45, pursuant to sections 9, 10, 11 and 22 of the Consumer Rights Act 2015.Within 48 hours of collection, the vehicle developed serious mechanical faults. In particular, it began making concerning noises when engaging third gear, which progressively worsened during use. Later that evening, the vehicle became unusable and was subsequently recovered.As a result of these faults, the vehicle was unsafe, unreliable, and unfit for normal use. It was therefore not of satisfactory quality, not fit for purpose, and not as described at the time of sale, in breach of the Consumer Rights Act 2015.Accordingly, I am rejecting the vehicle in full. I do not consent to repair or replacement.I require the following:1. Written confirmation that you acknowledge this rejection under the Consumer Rights Act 2015.2. A full refund of all sums paid, including but not limited to:o Any deposit paido Any upfront or advance paymentso Any additional products or extras sold in connection with the vehicle3. Confirmation that no further sums are payable under the agreement and that arrangements for the vehicle’s return will be made at no cost to me.4. Written confirmation that I will not be charged for any hire or courtesy vehicle previously provided or withdrawn, as such arrangements arose solely as a consequence of your supply of a faulty vehicle.I further reserve my right to recover reasonable costs incurred in securing alternative transport, which have been incurred as a direct consequence of your supply of a faulty vehicle and the withdrawal of mobility arrangements following my rejection.This notice is given without admission of liability and without prejudice to any further statutory or contractual rights available to me. The finance provider has been notified separately. For the avoidance of doubt, I do not accept any assertion that the vehicle’s failure was caused by misuse. Any such allegation is denied. In accordance with the Consumer Rights Act 2015, the burden of proof rests with the trader.Please confirm in writing, within 14 days, that you have noted this rejection and the steps you will take to give effect to it.