Very bad and poor communication.

Lookers Motor Group LimitedLookers House 1st FloorLookers StokeBede RoadStoke-On-TrentUnited KingdomST4 4GUBy Email: customerfeedback@lookers.co.uk27th November 2025Dear Sir/MadamOur Client and Your Customer: William McCannVehicle Make & Model: Audi A3Vehicle Reg: SH24 WTUInvoice Date: 16/04/2024Finance Company: Volkswagen Financial Services (UK) Limited t/a Audi Financial ServicesEXERCISE OF RIGHT TO REJECT – CONSUMER RIGHTS ACT 2015We act on behalf of the above named Client who you supplied the above mentioned vehicle (the “Vehicle”) to in terms of the above Hire Purchase Agreement (the “Agreement”).We enclose herewith copy correspondence that we have sent to Volkswagen Financial Services (UK) Limited t/a Audi Financial Services, to exercise the right to reject the goods in terms of the Consumer Rights Act 2015.We appreciate that our Client’s contractual relationship appears to have been with Audi Financial Services rather than you, but trust you will note the position accordingly.Please do advise if you are called upon by the finance company to accept the rejection on their behalf.Yours faithfullyCases Team

Never received call back

Nobody called back or emails

I made a general enquiry on line and was harassed with phone calls, text messages and videos

I bought a vehicle from Audi Hamilton on 29th May 2025 and after 3 days of buying the car the vehicle started giving errors I cantacted the the branch and explained the fault and at the end the of the first month tge EML engine management light came on I contacted them back and booked it in for repair after picking up the car the next day after repair the EML was back on after a couple of hours driving so contacted them back and said the fault is still there they booked it back in the same thing happened again after picking the car the second time and i was annoyed and exhausted so i went to the branch to talk to them physically and they told me to leave the car there for a week i and i told them i use this car for work so if i leave the car for a week its a loss of earnings for me and the branch manager turned and said i will compensate you something towards your loss of earnings so i agreed to leave the car there for a week but on one condition if after a week the same problem occurs again you need to refund me as it has only been a month since i bought the car so after a week they phoned me to come and pick the car up and once i picked the car up and went home literally after an hour the EML was back on so i tried to phoned them but the branch was already closed and instead i sent them an email and explained the fault is back on and the car is not fixed so after a week waiting neither car was fixed nor i got any compensation for my loss of earnings so i went back to the branch back and i urged with them and it was a long conversation i told them as agreed now since the car is not fixed you have to refund my money but the man turned and said i will not do it and you can go complain or i book it in and replace the DPF but at this stage i had nothing in my mind and i was shocked so i said ok i will bring it back in for DOF replacement and at the time the man said we will order the DPF and once we have them here we will contact you to book the car in and it would take three days to get it replaced so after a couple of weeks finally they phoned me and booked the car in for Monday the 27th of October so at the early morning at that day i took the car to the branch and i was expecting to pick my car at Wednesday or Thursday but i didn’t receive any phone calls so i phoned them and they said i will be ready by the Friday and when i phoned on Friday they said its not ready so you have to wait until next week but instead i straight went to the branch on that Friday and talked to them why they lied to me and me and my wife had a long argument with the branch manager and repair manager and again he agreed to compensate me with my loss of earnings and by Wednesday 5th of November the car will be ready but unfortunately i was expecting a call from them today and nobody phoned so i phoned them and again they turned and said the car is not ready hopefully its ready this coming Friday… and i truly have no trust on any of thier words anymore and this is why i come to the complain section to register my complain and get a solution.Date Wednesday 5th November 2025RegardsKohistani

Salesman Dale Moore took time with me and explored a number of options

Sirs,In my search for a "nearly new" Audi S3 to replace my current car (a 2023 Audi A3 35TFSI), I called Audi Approved Hamilton to request a viewing and test drive a specific car I had seen advertised. I spoke to salesman, Dale Moore, and asked about the car, giving the registration number, which he confirmed was still available. I therefore arranged an appointment at the first opportunity, which was at 2:30pm the following day, Monday 3rd November. I offered to give details of my current car, but was told that was not necessary, as he would appraise it and give me a trade-in valuation when I arrived.I travelled to Hamilton from my home in Troon (approximately a one hour drive) and arrived 20 minutes early for the 2:30pm appointment. On arrival, I was greeted by Dale, and told the car was not ready yet. While we were waiting, he took the details of my A3 and went out to check the condition of the car etc., then agreed trade in value and discussed finance options.After all this was completed, we were told the car was still not ready! After hanging around for what seemed a very long time, we eventually got into the car at around 3 pm.We test drove the car for approximately half an hour, and were happy with it, so decided to go ahead with the purchase.When we then sat down with Dale and were discussing a couple of minor concerns about the car, I noticed other people getting into the car which I had parked outside the doors. I immediately asked Dale why, and he reluctantly told me they were also looking at it. Furthermore, they had in fact paid a deposit to reserve it! I then discovered that they had come in about 15 minutes before us, and asked to look at an S3. Why show them the one we had already booked for a test drive? Surely, as there were other S3s in stock, these customers should have been shown another car, or been asked to wait until after our test drive.It transpired that the real reason we had to wait for over 45 minutes to test drive the car, was that the other customer was actually out in it with another salesman. They then had to wait around for us to complete our test drive, and in the knowledge we were potential buyers, they paid a deposit. This was not only a waste of everyone's time, it was completely unprofessional and underhand.Dale said he thought they might not proceed with the purchase, and he would call me later to confirm, one way or the other. We stayed in Hamilton until after 6 pm, but received no telephone call.I called the following day (Tuesday), and was told Dale was busy with a customer, but would call back. He eventually called me back on Wednesday and confirmed the car was sold. He had tried in vain to find another suitable car, to the same specification, without success.I consider the entire experience very disappointing, unprofessional, and not the way to conduct business. As I had called about the car, and made an appointment, I should have been afforded "first refusal" on the car at any time after that. At the very least, I should have been informed that someone else was looking at it, immediately on arrival. I would then have had the opportunity to reserve it myself with a deposit, in preference to the other customer.After this experience, I would be very reluctant to deal with, or recommend Lookers Audi Approved Hamilton in future.Yours sincerely,

When I was invited to complete an online vehicle valuation estimate, upon completion of evaluation there is a check box question asking about my communication and marketing preferences. This question offered, phone call, SMS text and email.When I selected my preference, I opted for email, not telephone call, or SMS text messages. Within 36 hours of me completing the survey, I had received X6 phone calls, X3 voice messages to my phone and X2 emails.One of the voicemails that I received, the person didn’t even get my name correct, they called me by a different name.

I am writing to raise a formal complaint regarding a deeply disappointing and unacceptable experience with Audi Approved Hamilton, which operates under the Lookers Group.On 30 October 2025, I purchased a vehicle over the phone and was instructed to pay the full amount (£28,304) before collection. When I collected the car on 1 November 2025, it was dirty, and I was rushed through the handover process. I was told to arrange the valet myself and that I would be reimbursed later.The following day (2 November 2025), a low oil level warning appeared. Upon inspection, I found oil all around the engine bay. I immediately went to Audi Liverpool, where they discovered that a cap was missing and fitted one for me. However, given the amount of oil around the engine, I now have serious concerns about the vehicle’s roadworthiness and mechanical condition.When I contacted the Sales Manager at Audi Hamilton (Alan), I was told that I could not return the vehicle, despite the sales contract clearly stating a 30-day return policy.In reviewing the service history, I also found that:• The first oil change was carried out by an unauthorised service provider at 30,000 miles.• The second service was completed by an authorised Audi service centre at 50,000 miles.Given this, I must question how a vehicle with this service history and such a clear engine oil issue was approved and listed under the Audi Approved Used program, which should represent the highest standards of quality and reliability.I am therefore requesting:1. Immediate assistance from Lookers Motor Group to reject the vehicle under the 30-day return policy.2. A full refund of the £28,304 purchase price, plus any related costs.3. A formal explanation of how this vehicle passed your Audi Approved inspection process.This situation has caused significant stress, inconvenience, and loss of confidence in the Lookers and Audi brands. I would appreciate an urgent response and resolution.Kind regards,Krasimir Nikolov