Dear Sir/Madam,Our Audi Q7 was booked into your Audi Ayr dealership on 29 April for diagnosis of a fault and for a service.We understand that you had a backlog of work and were unable to commence the work on that date. Despite being delivered to you on 29 April the vehicle was not ready for collection until 8 June.During the period the vehicle was with you we were advised that it required a replacement battery. This was surprising to us as a brand-new battery had been fitted by our local garage immediately before the vehicle was delivered to you on 29 April. Our local garage had installed the battery in the hope that it would resolve what appeared to be an alternator fault.You advised us that a replacement battery would cost £502.34 and that you were unable to proceed without fitting it. Given this information we felt we had no option but to agree to the replacement.Subsequently you informed us that the vehicle required a new alternator and that this repair would be covered under the Audi warranty. It therefore appears that the underlying fault was the alternator rather than the battery. We are disappointed we have incurred the cost of two replacement batteries in addition to the cost of recovering the vehicle to your dealership.Prior to bringing the vehicle to you we were aware that a warning light relating to the nox sensor was showing on the dash. We had already arranged for our local garage in Stranraer to replace this sensor.You advised us that the Nox sensor was causing fuses to blow and that diagnostic work could not continue unless we authorised replacement of the sensor so we agreed to this on the basis of the cost contained in the Vehicle Health Check . The Vehicle Health Check emailed to us on 12 May listed the following:Nox sensor replacement – £487.20Diagnostic charge relating to the Nox sensor – £180.00We do not understand why a separate diagnostic charge would apply. The vehicle was booked in for diagnosis and servicing and diagnostic work was also required to identify the fault that ultimately proved to be a failure of a component covered under warranty.When we attended to collect the vehicle on 8 June we were required to pay £1,876.34 before the vehicle would be released.Based on the information provided to us and the costs that we had expressly authorised we expected the invoice to comprise:Diagnostic charge (Nox sensor) – £180.00Replacement battery – £502.34NOx sensor replacement – £487.20Total amount: £1,169.54We queried the diagnostic charge and were advised this would be waved. We therefore expected to pay £989.54. We therefore request a full explanation of the additional costs and reimbursement of any amounts charged without our prior authorisation.Over the last nine days we have telephoned your dealership on two occasions requesting a copy of the invoice so that we may review the breakdown of charges. Despite these requests no invoice has yet been provided. We have also requested twice that the service manager gives us a call to discuss this but we have not received a call.Accordingly, we ask that you:Provide a full copy of the invoice and itemised breakdown of all charges;Explain the basis for any charges that were not specifically authorised by us;Review our complaint regarding the replacement battery .Confirm what refund you propose to make in respect of the unauthorised charges.We would appreciate a substantive response within seven days of the date of this letter. Failing this we will consider what further action may be appropriate to resolve this matter.We look forward to hearing from you.Yours Faithfully,Peter and June TempletonOn Wed, 17 Jun 2026, 9:29 pm June Templeton,wrote:Dear Sir/Madam,Our Audi Q7 was booked into your Audi Ayr dealership on 29 April for diagnosis of a fault and for a service.We understand that you had a backlog of work and were unable to commence the work on that date. Despite being delivered to you on 29 April the vehicle was not ready for collection until 8 June.During the period the vehicle was with you we were advised that it required a replacement battery. This was surprising to us as a brand-new battery had been fitted by our local garage immediately before the vehicle was delivered to you on 29 April. Our local garage had installed the battery in the hope that it would resolve what appeared to be an alternator fault.You advised us that a replacement battery would cost £502.34 and that you were unable to proceed without fitting it. Given this information we felt we had no option but to agree to the replacement.Subsequently you informed us that the vehicle required a new alternator and that this repair would be covered under the Audi warranty. It therefore appears that the underlying fault was the alternator rather than the battery. We are disappointed we have incurred the cost of two replacement batteries in addition to the cost of recovering the vehicle to your dealership.Prior to bringing the vehicle to you we were aware that a warning light relating to the nox sensor was showing on the dash. We had already arranged for our local garage in Stranraer to replace this sensor.You advised us that the Nox sensor was causing fuses to blow and that diagnostic work could not continue unless we authorised replacement of the sensor so we agreed to this on the basis of the cost contained in the Vehicle Health Check . The Vehicle Health Check emailed to us on 12 May listed the following:Nox sensor replacement – £487.20Diagnostic charge relating to the Nox sensor – £180.00We do not understand why a separate diagnostic charge would apply. The vehicle was booked in for diagnosis and servicing and diagnostic work was also required to identify the fault that ultimately proved to be a failure of a component covered under warranty.When we attended to collect the vehicle on 8 June we were required to pay £1,876.34 before the vehicle would be released.Based on the information provided to us and the costs that we had expressly authorised we expected the invoice to comprise:Diagnostic charge (Nox sensor) – £180.00Replacement battery – £502.34NOx sensor replacement – £487.20Total amount: £1,169.54We queried the diagnostic charge and were advised this would be waved. We therefore expected to pay £989.54. We therefore request a full explanation of the additional costs and reimbursement of any amounts charged without our prior authorisation.Over the last nine days we have telephoned your dealership on two occasions requesting a copy of the invoice so that we may review the breakdown of charges. Despite these requests no invoice has yet been provided. We have also requested twice that the service manager gives us a call to discuss this but we have not received a call.Accordingly, we ask that you:Provide a full copy of the invoice and itemised breakdown of all charges;Explain the basis for any charges that were not specifically authorised by us;Review our complaint regarding the replacement battery .Confirm what refund you propose to make in respect of the unauthorised charges.We would appreciate a substantive response within seven days of the date of this letter. Failing this we will consider what further action may be appropriate to resolve this matter.We look forward to hearing from you.Yours Faithfully,Peter and June Templeton

Great experience with Gerry Devine and Nathan Coghill, very helpful and understanding.

Salesman very friendly and informative. Allowed us to take car away on our own

Dear Customer Relations,I am writing to make a formal complaint regarding my recent experience purchasing a vehicle from your Ayr dealership.I purchased a vehicle that was advertised with diamond-cut alloy wheels. I made it clear to the dealership from the outset that I needed a replacement vehicle urgently as my previous car had been written off. I was assured that this would not be a problem and that, if the vehicle was not prepared to the required standard in time, I would be provided with a courtesy car until it was ready.Yesterday, Campbell contacted me to advise that the alloy wheels were being refurbished. He asked whether I wanted them finished in the original diamond-cut style, silver, or black, explaining that some customers preferred black alloys. I clearly stated that I wanted the wheels in the original diamond-cut finish, as this was the specification in which the vehicle had been advertised and the reason I agreed to purchase it. Campbell confirmed this.Today, however, I experienced what I can only describe as relentless pressure to transfer £14,000 to complete the purchase before I had even seen the vehicle. My finance had already been approved and the deal had been agreed, yet I was repeatedly contacted throughout the day demanding payment. I found this behaviour completely unacceptable and felt harassed.Campbell insisted that I attend the dealership today, stating it had to be done before he went off for the weekend. I travelled to Ayr during peak traffic, only to discover that the vehicle had been fitted with silver-painted alloy wheels rather than the diamond-cut wheels I had specifically requested and which had been advertised. Campbell then accused me of requesting silver wheels, which is categorically untrue.Furthermore, Campbell requested and received all of my finance documentation in order to progress the sale and arrange collection. At no stage did I request silver wheels, and I believe the recorded telephone conversations will clearly demonstrate this. I would therefore like these calls to be reviewed as part of your investigation.This entire experience has been extremely disappointing and falls well below the standards I would expect from the Audi brand. I would appreciate a full investigation into this matter, including a review of the recorded calls, and an explanation as to how this situation occurred. I also request confirmation of how Audi intends to resolve this matter, including ensuring the vehicle is supplied in the specification that was advertised and agreed.This has now left me no choice but to purchase a car from Lookers in Newcastle at £1,000 extra, I am a nurse who does shift work and now on nightshift for 2 months and will have to take time off to collect the vehicle.I would also like to raise a serious concern about the way I was treated at the dealership. As a young female customer, I left feeling that I had been taken advantage of and subjected to unnecessary pressure. What made the situation even more upsetting was that this discussion was not conducted privately in an office. Instead, it took place on the showroom floor in front of the sales team, management and other customers. I found this humiliating and deeply embarrassing. No customer should be made to feel pressured or publicly challenged in this way when purchasing a vehicle.I understand the head of business is currently on holiday, I would like a contact who is currently standing in.I am now left in a position with no money to go and purchase a new car this weekend and a finance agreement within my name going against me for another deal.I look forward to your prompt response.Yours faithfully,Jess

Seamless transaction, excellent professional attention from Michael Yandell, only critical comment a great deal of paperwork, however overall 12 out of 10A-RA- BESTJohn Eyres

For some time my car engine has been cutting out (for approximately 3 months) when driving slowly (5mph and less), also when stopped in traffic and traffic lights it will cut out and I will get the message to start the ignition. This was and is proving hazardous.I phoned for a repair date and was informed that a replacement car would be £35. My car is 9 months old with 3176 miles on the clock. I find it disturbing and disappointing that this was and is still happening on a new car.I have been a loyal Lookers customer for 14 years and during that time have purchased 5 Audi A3's.I would have expected to be supplied with a car or my car collected due my existing car's age.Also, as the car is a safety concern, I would have expected a sooner repair date. my date is 30th July.I look forward to your response in the next 7 working daysRegardsBrian

Campbell is Sales was excellent. He went the extra yard to try and close the deal.

My car was booked in today 11th June at Ayr for a full service/oil change and central locking fault.my appointment was 10am however i had been into the dealership a few weeks ago and asked if i could drop my car off at 8 as i needed to get a lift to the station from my son on his way to his work and was told that was fine, when i arrived at 10 past 8 this morning the receptionist was not happy and said i should have not been told this as there are other people to be booked in before me, after a few minutes and being told to take a seat and wait the fella sitting at the service area said would book me in.I phoned at 14:48 for an update as i hadn't had any correspondence i was told Cheryl was my service person and she was on another call but would phone me back, fast forward 2 HOURS i phoned again 16:58 to see if my car was ready, i was put on hold while the receptionist found out and said it was ready, i said i would get a lift over and collect my car, now i'm 30 minutes drive to Ayr and needed to get my daughter-in-law to come for me i managed to get to Ayr at 17:56.At 17:24 i received a text to say the health check had shown a nail in drivers rear tyre, should this not have been something that should have been a phone call during the day to at least offer having not just the tyre with a nail in replace but all tyres as there all close to the legal limit, i brought this up with Cheryl who said would i like to speak to the workshop manager and i said yes definitely however when he came over and listened to my issues his reply was "well we've been busy and short of staff" I'm sorry but that is not good customer service, and the loss of 4 tyres as i will now get them supplied and fitted elsewhereI feel as though I've been treated like a second class citizen by each staff member I've dealt with today, I've been a loyal customer since 2015 and have purchased 7 car from yourselves and never in all these years have i experienced such bad customer service which in my experience was diabolical from start to finish.This has definitely made my mind up and i will never deal with Audi again i will now look at your competitors for my next car.

Campbell (Sales) was exceptional. He did everything asked of him in a very timely fashion. He is a credit to the brand.

Our first experience with audi was very good the sales rep George was extremely knowledgeable on all the audi cars