Not a brilliant start with a scheduled phone call booked in, and then the sales guy, never rang me - took a week for them to get back in touch!

Hi,We were very pleased with the service. The whole team was very helpful and professional and made the car buying process very easy. melunderdown33@gmail.com

Dealt with Phil in parts Saturday and today, just want to say what a credit to your business he is. He took the time for a good chat when he found out I was a first time Audi owner, and provided a service that went over above anything I would normally have expected. As a first contact with the brand and dealership in particular I have to say I was incredibly impressed. Please could my thanks be passed to him by your dealer leadership, excellent service most certainly deserves to be recognised and his was exceptional.RegardsSteve

Smart Showroom.Knowledgeable staff

A big shout to Tyler (sales rep Audi Basingstoke) who was very supportive and looked well after us during our visit. He was professional, knowledgeable, and genuinely helpful. He took the time to answer all my questions.

I purchased a new Audi A6 on the 18/06/2026. I had not seen the car other than two images sent to my by Robbie at Audi Basingstoke. Looking at these images the car looked dirty as if driven through some mud. Now looking closer the water or chemical marks that feature as my complaint are visible. When I collected the car on the 18th June I was told it had it's ceramic coating the day before. However that makes no sense as the water or chemical marks on the area below all the doors was still present. I pointed these marks out and was told it's water marks, as if not to worry. I felt lied to. I ended up taking the car and am now regretting that decision. The water or chemical marks appear baked on and may need to be professionally removed. The inside of the car was later in the day seen to be dusty. In all it's something that I focus on and it's sort of ruined the experience of owning an awesome Audi. There was also green algae on the inside edge of the window sills. I'm guessing this car sat outside for sometime before being sold to me. Basically when spending that much money I expected better. Now I'm left thinking that if this cannot be sorted that the resale value is less than expected, it's all playing on my mind, to the point of almost not wanting that car.

Nice selection of cars, helpful sales people, we were approached by two. Options were discussed and information provided about PCP option with trade in of my car.

Ben replied very quickly on my early enquiry which was great, but forgot to come back to me when l emailed asking for a price of my A3 Quattro to see if l had enough in the bank to take the enquiry further.

Dear Qamer,Thank you for your response.Firstly I am perplexed by your message below stating Audi UK is unable to change or influence the goodwill offer from the dealership which is directly contrary to what we discussed when we spoke.I am formally escalating this matter as an Executive Complaint to both Audi UK and Lookers, as I do not accept the position outlined in your email.Your statement that:“Audi UK are unable to change or influence the goodwill decision; all our Audi Centres are empowered with goodwill decisions”is not consistent with Audi UK’s own documented process or industry practice.Specifically:• Audi UK’s complaints process confirms that Customer Services can assign a case owner and intervene with the Audi Centre where required, including requesting involvement or ownership of the matter.• Audi dealerships operate within a manufacturer-led goodwill framework, where eligibility is assessed and a level of manufacturer contribution can be determined, alongside dealer and customer contributions.This demonstrates that:• Dealerships are not acting in isolation• Audi UK does have influence over escalation, review and contribution decisionsTherefore, the categorisation of this as solely a final dealer decision with no Audi UK influence is incorrect and misleading.To progress this correctly, I require confirmation of the following:1. Was a formal goodwill request submitted by Audi Basingstoke to Audi UK?2. If so, was a manufacturer contribution assessed and either approved or declined?3. If declined, on what basis and by whom at Audi UK?4. If no request was submitted, why not — and why was I informed Audi UK has no influence?5. Full disclosure of the findings from assessing my car and diagnosis as to the cause of the fault and whether this part is aligned with the known faulty parts provided by Audi?6. Records of all of my calls both verbal and transcripts with Audi and Lookers regarding this matterWithout this transparency, I cannot consider the matter properly investigated or closed.Beyond goodwill, I am also raising this matter under UK consumer law, specifically the Consumer Rights Act 2015.Under this legislation:• Goods must be of satisfactory quality, including durability• Goods must be fit for purpose• Durability is assessed based on the reasonable expectations of a consumer for a premium productGiven:• The nature of the failure (alternator and battery)• The expected lifespan of these components in a vehicle of this type• The positioning of Audi as a premium manufacturerI do not consider the failure and resulting cost exposure to be consistent with reasonable durability expectations.As such, this is not purely a goodwill matter — it is a potential failure to meet statutory standards, which Audi UK and Lookers remain jointly responsible for in the supply chain.I do not accept that this represents a legitimate “final decision” for the following reasons:• The response does not evidence a full manufacturer-level review• It relies on an assertion that is inconsistent with Audi’s own complaint handling framework• It fails to demonstrate that all available goodwill mechanisms have been exhaustedAccordingly, I request a formal executive review, including involvement from a Senior Customer Relations or Brand representative at Audi UK (with oversight by an Executive member).As advised, I will be progressing this via The Motor Ombudsman unless a satisfactory resolution is reached.In addition, I will consider:• Escalation through consumer protection and dispute channels• Raising a factual account of this experience via appropriate media and social platformsThis is not my preferred route, however the current response leaves no confidence that the matter has been handled appropriately.For ease I include my original email below and would request all relies on this matter include the email thread and not new emails to make it easier for all to understand the progress and context behind my request;Dear Audi UK,Following my call with Rand in your Customer Service team I am writing to formally escalate a goodwill request regarding my 2018 Audi A7 (Registration: RE68WWB, Current Mileage: 82,000), which is currently booked in and dismantled at Lookers Audi, Basingstoke.I understand I will be contacted by a Senior Case Manager in the next 24 - 48 hours but wanted to make sure you have my position in writing to avoid any confusion.The dealership has diagnosed a catastrophic failure of the 48V Belt Starter Generator (BSG) unit, quoting £4,203.90 for the replacement, alongside £658.80 for a 12V battery. Lookers have advised me that the factory-extended 7-year warranty on this known issue missed my vehicle by a margin of just 6 months, resulting in an automated "brand goodwill" offer of only 20%. I am rejecting this 20% offer and requesting a manual review for 100% parts and labour coverage.Please consider the following critical points regarding this case:1. Inherent Manufacturing Defect: The 48V BSG failure is a globally acknowledged, inherent manufacturing flaw affecting this generation of Audi mild-hybrid vehicles. Audi explicitly extended the factory warranty to 7 years because these units feature an internal fault that causes them to fail prematurely.2. Consequential Damage: The dealership has noted that the 12V battery is defective. This is a direct consequence of the 48V BSG failing; when the generator fails, the 12V system is completely drained of voltage until the cells are destroyed. This is not standard wear-and-tear; it is consequential damage caused by the faulty factory component.3. Exemplary Brand Loyalty: I purchased this vehicle brand new from Lookers Audi Basingstoke. Over the last 7 and a half years and 82,000 miles, it has maintained a flawless, 100% Audi Main Dealer service history exclusively with the supplying dealer.Given that I have shown absolute loyalty to the Audi network, it is entirely unreasonable to expect me to bear a £4,000+ bill for a part that Audi knows was manufactured with an inherent defect, simply because of a 6-month timeline variance. Under the Consumer Rights Act 2015, goods must be of satisfactory quality and fit for purpose; a major mechanical/electrical component failing due to a known design flaw does not meet this standard.My car been serviced by Lookers Audi since the TSB notice was issued by Audi regarding this faulty part when my car was within the 7 year extended warranty period but this was not raised with me during this time. Rand queried on my call with her whether I had received a letter regarding this and seemed puzzled that I hadn't, which leads me to suspect more could or should have been done earlier? This does not meet the standards I would expect of Audi nor Lookers as covered under the Consumer Rights Act providing services with 'reasonable care and skill'.The vehicle is currently occupying a ramp at Lookers Basingstoke. I look forward to your urgent response and to having a Senior Case Manager assigned to resolve this.Yours sincerely,James RamsdenI remain open to a fair resolution, and would expect:• A reassessment of goodwill contribution at manufacturer level• A response that reflects the brand positioning and customer expectation associated with AudiPlease confirm:• The name and role of the senior individual now responsible for this executive review and the Executive member with oversight of this case• A clear timeframe for a full written responseUntil this review has been completed, I do not consider this case closed.RegardsJames RamsdenOn Thu, 11 Jun 2026 at 12:24, Audi Customer Serviceswrote:Re: Audi A7 - RE68 WWBDear JamesI hope you are well.Thank you for your email response dated 10 June 2026 regarding your complaint for the alternator and battery repair costs.We at Audi UK are unable to change or influence the goodwill decision; all our Audi centres are empowered with goodwill decisions. The goodwill offered by Audi Basingstoke would be final.This would be the final decision on this occasion. If you are unhappy with this outcome and require the information on how to escalate this, we refer you to The Motor Ombudsman, a CTSI-certified Alternative Dispute Resolution provider that we are prepared to engage with through the ADR procedure. Please find their contact details below:http://www.themotorombudsman.orgTelephone number: 0345 241 3008The Motor Ombudsman71 Great Peter StreetLondonSW1P 2BNI appreciate this is not the response you were hoping for; however I am unable to offer any further assistance at this time.The case will now be closed.You may receive a survey about the service that I have provided. This survey is based on myself as a Customer Relations Manager and not the Audi processes or Centres.Thank you for contacting Audi UK.Kind regards

No response, just an automated update stating:My request was cancelled.