I am writing to formally raise a complaint regarding the service I have recently received from Lomond Audi Ayr and to request a full investigation into a series of events that have left me extremely disappointed and questioning whether I can continue to place my trust in both your dealership and the Audi brand.I am the owner of an Audi RS6 Performance (C7.5), which is one of the lowest mileage examples in the United Kingdom, having covered only 29,000 miles. The vehicle has been meticulously maintained throughout my ownership and, for four years, I have remained a loyal customer of Lomond Audi Ayr for servicing, maintenance, inspections, health checks and general advice.I have consistently paid main dealer prices because I believed that ownership of one of Audi's flagship performance vehicles came with a level of expertise, professionalism and customer care that justified the premium cost. Unfortunately, my recent experience has demonstrated the complete opposite.Initial Service BookingThe issues began when I received a call from Lomond Audi Ayr advising that my annual service was due.I attended the dealership and arranged for my vehicle to undergo its annual oil service together with a health check.During that visit, I also enquired about the cost of replacing the front and rear brake discs and pads, as this work had been recommended during the previous health check approximately 3,000 miles earlier.I was provided with a quotation of approximately £4,500. This was written on a post it note, not a formal quotation.I wish to make it absolutely clear that I did not authorise this work.The purpose of requesting the quotation was to understand the likely cost should the technician conducting the forthcoming health check recommend that the work was now required. My intention was to have the vehicle inspected, assess any urgent maintenance requirements and then make an informed decision regarding the brake replacement whilst the vehicle was already in for its service and inspection.At no stage did I authorise the brake work in advance or request that parts be ordered.Locking Wheel Nut IssueBefore the service appointment, I arranged for new tyres to be fitted by a local wheel alignment specialist. I purchased these tyres independently and arranged installation locally.When preparing the vehicle, I attempted to locate the locking wheel nut key and discovered it was no longer stored in its usual location.The last occasion on which the wheels had been removed was when Lomond Audi Ayr replaced a damaged tyre as part of preparations for the vehicle's MOT. On that occasion, I supplied the tyre myself.When the vehicle was inspected, it was discovered that only one locking wheel nut remained fitted and that it could not be removed.I attended Lomond Audi Ayr seeking assistance and simply requested that a technician loosen the locking wheel bolt using Audi's master locking wheel nut set to allow my tyre installation to proceed.I was categorically refused.I then requested a replacement locking wheel nut key and was charged £75. I was advised that the replacement would arrive the following Tuesday.After waiting for notification that the part had arrived, I collected it only to discover that the incorrect locking wheel nut key had been ordered and supplied.I was informed that the part had been checked by a technician before being issued.I returned to the dealership and explained the situation. Despite the inconvenience, wasted journey and additional delay caused by Audi's own mistake, I again requested assistance in removing the locking wheel bolt using Audi's master set.Once again, I was refused.The explanation provided on this occasion was that the tyres had not been purchased through Audi.I find this position particularly disappointing given that Lomond Audi Ayr was fully aware that I had been a loyal customer for four years and the potential business of over £4,500 for brakes and approximately £750 for a service and inspection.Despite this, no effort was made to assist with a simple issue that could have been resolved in minutes.Fortunately, an independent garage was willing to assist and resolved the issue immediately without hesitation.The level of customer care provided by that independent garage was everything I would have expected from Audi and everything I unfortunately failed to receive from Lomond Audi Ayr.Service Appointment and Brake WorkThe situation deteriorated significantly on the day my vehicle was booked in.I dropped my RS6 Performance off at approximately 8:30am expecting the agreed oil service and health check to be completed.Upon arrival, I was informed that the brake replacement work would be undertaken and that the required parts were already in stock.I immediately questioned this because I had never booked the vehicle in for brake replacement.I had booked an annual service and health check together with an enquiry regarding the likely cost of brake replacement and whether the work was genuinely required at this point in time.The brake quotation was simply an enquiry.I remain concerned as to how a quotation request became interpreted as authorisation to proceed with over £4,500 worth of work. At no stage had I signed any documentation authorising the repairs prior to arriving at the dealership.Despite my concerns, I felt pressured into agreeing to the work after being assured that the vehicle would be completed and returned to me that same day.I made it very clear that I was travelling to England the following day and required the vehicle back.At approximately 2pm I received a telephone call advising that there was an issue and that the brake work had not yet been completed.I was asked to leave the vehicle overnight.Reluctantly, I had little option but to agree.Failure to Complete the Actual BookingThe following day, whilst travelling in England, I received a further call advising that the brake work had now been completed and requesting payment.During that conversation I asked whether:• The annual oil service had been completed• The health check had been completed• The service indicators had been reset• The digital service record had been updated• Any further maintenance items had been identifiedI was astonished to learn that none of these tasks had been completed.The vehicle had been booked in for a service and health check.Instead, Lomond Audi Ayr had prioritised a £4,500 brake replacement that I had not originally booked whilst failing to carry out the actual work that had been requested.When I challenged this, I was informed that I would need to make a further appointment and return the vehicle again.This is entirely unacceptable.Not only had my vehicle been retained overnight, but the primary purpose of the booking had not been fulfilled.Payment DemandsThe situation then deteriorated further.As I was still in England, I advised that I would collect the vehicle on the Saturday.I was informed that I would be required to settle the account on the Friday before the vehicle could be released.I offered several entirely reasonable payment methods including:• Debit card payment upon collection• Credit card payment upon collection• Cash payment upon collectionEvery option was refused.I was informed that payment must be made by bank transfer only and that payment had to be received on the Friday.I find this position extraordinary.I was effectively being instructed to transfer £4,568.34 whilst travelling away from home for work, relating to repairs that I had not originally booked and which did not include the annual service and health check that had prompted the appointment.I fail to understand why standard payment methods were refused and why a long-standing customer was treated in this manner.The refusal to accept a debit card or credit card was particularly concerning given the level of consumer protection ordinarily associated with significant purchases.The overall approach left me feeling that I was being dictated to rather than treated as a valued customer.As a result, I instructed the dealership to retain the vehicle until the Monday.Subsequent Independent InspectionWhen the vehicle was eventually collected, I was informed that I would still require to pay approximately £750 for the oil service, inspection and digital service record update that should have been completed during the original booking.At this point I sought an alternative opinion and contacted an independent Audi specialist.The independent specialist completed the full oil service and inspection for £250.This naturally raises questions regarding both value for money and the pricing structure being applied by Lomond Audi Ayr.The reality is that I would likely have continued paying Audi's significantly higher servicing costs, as I have done for four years, had I received the premium service experience that customers are led to expect.Consumer Rights ConcernsUnder Section 49 of the Consumer Rights Act 2015, consumers are entitled to expect that services are carried out with reasonable care and skill.Consumers should also be provided with clear information regarding services being supplied and should not be placed under pressure to proceed with additional work that has not been expressly authorised.Based upon the events outlined above, I do not believe the service I received met those standards.Summary of ConcernsInstead, I experienced my car being held to ransom, whilst:• Incorrect parts were being ordered and supplied• Refusal to assist with a locking wheel bolt issue• Refusal to rectify a problem linked to previous wheel work• Work being treated as authorised when only a quotation had been requested• Failure to complete the service and health check that had been booked• Poor communication throughout the process• Pressure to proceed with expensive work• Unreasonable payment demands• Refusal to accept standard payment methods• Significant inconvenience and disruption to travel arrangements• A complete absence of the customer care expected from a premium manufacturerRequested OutcomeI therefore request a full investigation and written response addressing the following:1. Why brake replacement work was treated as authorised when I had only requested a quotation.2. Why the incorrect locking wheel nut key was ordered and supplied despite being checked by a technician.3. Why assistance was repeatedly refused regarding the locking wheel bolt issue.4. Why the annual service and health check originally booked were not carried out.5. Why I was instructed to pay exclusively by bank transfer and denied the use of standard payment methods.6. Whether this level of service reflects Audi UK's expected customer service standards.7. What action Lomond Audi Ayr intends to take to restore my confidence in both the dealership and the Audi brand.I have additional works still to be carried out on this car costing a few thousand pounds and as it stands I am sorely tempted just to use the independent garage rather than subject myself to this treatment and disregard.I would appreciate a full written response within 14 days.Should I not receive a satisfactory response, I will have no hesitation in escalating this matter directly to Audi UK Customer Services and, if necessary, to the Motor Ombudsman for independent review.What makes this situation particularly disappointing is that I have remained loyal to Lomond Audi Ayr for four years despite the premium costs associated with main dealer ownership. I chose Audi because I expected a level of service that reflected the quality and reputation of the vehicles being sold and maintained.Instead, I have found greater professionalism, better communication and significantly better customer service from an independent Audi specialist.For context, I also own a Mercedes AMG GTR and have experience of premium dealer networks from other manufacturers. I can honestly say that I have never encountered a customer experience comparable to that which I have recently experienced with Lomond Audi Ayr.After four years of loyalty and careful ownership of one of the lowest mileage Audi RS6 Performance C7.5 vehicles in the United Kingdom, I find it deeply disappointing that this is the level of service I have received.I look forward to your response.

Hi,I’m following up and building on my email below. I had a really helpful call with John earlier but I’m afraid my subsequent experience has pushed me over the limit. It is of course completely unacceptable that my car, which was booked in for 3 days for known, planned work, took from the 22nd of April to the 1st of June for a rear washer pipe to get fixed. It is also unacceptable that I was contacted not once but twice to authorise payment for the fix when this was covered by warranty (as has subsequently proven to be the case), and as I was originally told when I booked the car in. During this time my wife had no access to a car as your systems do not check NI issued UK driving licences (a phone call to the insurers might have resolved this). However, today’s events have put a new perspective on this. Rather than getting top notch service given my poor experience (especially as I believe I have remained patient and civil), I had the following experiences:- turned up today and parked the courtesy car next to my car. I immediately saw damage to the front of the car (paint peeling). I mentioned this immediately. The agent checked photos and confirmed the damage had occurred whilst in Ayr Audi. Rather than saying, sorry, we’ll get that fixed for you Mr White, I was repeatedly asked if there had been repairs before (none) and given no assurance that it would be fixed. There were no issues whatsoever with paint peeling anywhere on the car (bought from main dealer with low mileage and one owner).- got into the car and turned on the ignition. There was a main warning notice on the dash - ‘child lock fault - contact workshop’. I turned on the car a few times and this happened each time. I went back to the garage and someone came out to fix this. This fault was immediately visible.- got into the the car again and checked the rear wiper washer and it did not work - which was the reason for the car being away for 5 weeks. Went back to the garage - someone came out and fixed it 10min later.- got into the car again and started driving home. Immediately the car felt unsafe - breaking was slow and cornering took a lot of effort. I immediately phoned Ayr Audi - I was told it was because the A1 courtesy car was light and I had just not got used to the A3 again and that if there was anything wrong with the power steering I couldn’t drive the car. I thought that might be the case and, as suggested, tried driving it for 20min or so (during which time I took a call from the Service Manager) but the car still felt unsafe after this, with breaking remaining scarily slow. I then took it straight to a petrol station and checked the tyre pressure. The A3 should have all tyres at least at 36PSI. The front left was 29 and the rest were no higher than 30. I inflated all the tyres and the car handled perfectly again. This is a clear safety issue, especially as the work that had been done reset the automated tyre pressure warning system (which should haven been set up again). Many of your customers would have just taken the word of the service agent and not checked.- when I opened my boot, I discovered that the empty plastic bags that were there had been returned but my Audi Golf Umbrella, hardly used as kept in the car, given to me by Belfast Audi when I bought the car was missing. This was especially galling as the service agent had said she would give me an Audi bag as a goodwill gesture when I arrived but nothing was there and eventually someone offered me a plastic water bottle.I was planning on buying a new car and really fancied a Q3 but can’t bring myself to buy Audi now. The car tyres were what took this from extreme poor service to dangerous, especially as I’m driving to England this week and assumed that, given the length of the cars stay and with wheels likely being removed several times, the tyres would have been checked. I also cannot understand how even the most basic quality assurance was missed.Please can you confirm that the damaged paint will be fixed and my umbrella returned and also how you will resolve the overarching complaint to my satisfaction. I’m prepared to escalate the complaint to Audi UK customer services directly and to the ombudsman if required but hope we can resolve locally,With thanksJason

Asked for a quote and still waiting

SirI write to you in reference to complaint reference number 87616544 submitted to yourselves on 14th April 2026. To date there still has been no response from the complaint raised at all from Ayr Audi which is beyond frustrating.On 8/9th April out Audi Q5 developed a minor fault which would be covered by the extended warranty we purchased when we bought the car. The fault is that the drivers door cannot be opened from the inside. To open the drivers door required a highly annoying process of lowering the drivers door window, unlocking the door from the inside, reaching out and opening the door manually (easy for me not so my 5 foot 6 wife) to egress the car. Whilst this remains safe to drive the issue is that if involved in a crash then the issue becomes highly dangerous.Initially we reported via the call centre and were diverted to Audi Assist neither of whom could assist. Then we were contacted and offered an appointment on 2nd June some 8/9 weeks away which I do not feel is acceptable us having purchased an extended warranty to cover unfortunate events like this. In the interim period I went into Ayr Audi and was advised that If I wanted to leave the car with them for up to 5 days (without a courtesy car) they could SEE if a space was available to triage the car to ascertain if it was safe to drive (which it CLEARLY is) when they may be able to expedite via Audi Assist. I then asked who to make a complaint to within Lookers and was given Audi UK which was another hour of my time spent trying to resolve a ridiculously simple issue to no avail.My wife and I were going to buy a Mercedes GLC but were persuaded by your salesman George Sawyer who we have dealt with many times to buy the Q5. George worked hard and professionally to get our business and believing your after sales would be as good as the initial purchase process decided to go with yourselves.To have a company like Lookers acting on behalf of Audi fail to deal with a simple issue within a reasonable time frame whilst providing poor after care and not respond to a basic complaint is frankly poor customer service. To that end Can I have a reply in writing to the following complaints at the earliest opportunity:• Why it takes 8/9 weeks to deal with a simple issue under warranty? Why does the car need to be triaged and why would I give up having a car for 5 days for the same end result?• Why is isn’t recognised a potential safety issue in being unable to egress a car in the event of an accident?• Why we were passed between Ayr Audi and Audi Assist (AA)?• Why Ayr Audi (lookers) have failed to respond to the complaint at all?I would be grateful if you could respond this time.RegardsAlex Beagrie

You sold the car I was interested in and didn't bother to tell me someone else was also interestedat the same time, so I was gazumped.

Travelled to look at two vehicles but only one was available. Was supposed to receive a call to return and view the other but that call never came.

Campbell was friendly, accommodating and reassuring

cust purchased a vehicle and was promised that the roof bars would be transferred over to her new vehicle. End of May - June last year, the cust has been in touch on numerous times to get his sorted but no one gets back in touch. The cust husband has a hoist in the boot so they really need the roof bars fitted asap. They go on holiday 13-05 and the cust is extremely unhappy. Can you please give them a call to resolve

One salesperson dealing with multiple enquiries. Adequate attention and discussion was not possible.

Tha lady I spoke to was very helpful and informative about my warranty that I purchased