It was a pleasure dealing with Audi Farnborogh very helpfully and friendly I will definitely go back here

25th June 2026BY EMAIL AND RECORDED DELIVERYCustomer Service and Resolutions Team,Lookers House, 1st Floor, Lookers Stoke,Bede Road,Stoke-on-Trent,ST4 4GU2026/AMS/FAL/1LETTER BEFORE ACTIONDear all,Re: Misrepresentation, Failure to Provide Warranty Information, and Losses Incurred – Audi A3 Cabriolet Purchased 27 June 2025I write formally in accordance with the Pre Action Protocol for Consumer Disputes to notify you of my intention to pursue legal action should this matter not be resolved within 14 days.On 27 June 2025, I purchased a used Audi A3 Cabriolet from your dealership (“Farnborough Audi”). I set out below the issues that have arisen and the legal basis upon which I hold you responsible for the losses I have incurred.---1. Misrepresentation and Lack of Transparency at Point of SaleAt no stage during the sales process was I informed of the distinction between a “Farnborough Used Vehicle” and an “Audi Approved Used Vehicle”. As Farnborough Audi is an Audi franchisee, it was reasonable for me to believe that a vehicle sold by you was an Audi Approved Used car, carrying the associated standards, checks, and warranty protections.Your failure to disclose this material distinction constitutes a misrepresentation under the Misrepresentation Act 1967, as the information withheld was material and would have influenced my purchasing decision. I paid a premium price in reliance on the belief that I was purchasing an Audi Approved Used vehicle with Audi backed warranty protections.---2. Failure to Provide Warranty DocumentationYou failed to provide any warranty documentation at the point of sale. I reasonably believed that, as with my previous purchase from Swindon Audi, warranty details would be held centrally by Audi and accessible online.When the vehicle developed a headlight fault, Poole Audi contacted you on 19 May 2026 and were informed by your staff that no warranty existed. This was incorrect.Only after I escalated the matter to Audi UK Customer Services did you change your position and claim that a warranty did exist, but that it was a “Lookers Warranty”. At no point have you provided me with the terms, conditions, coverage details, or claims process for this alleged warranty.Your failure to provide this information constitutes a breach of:• Consumer Rights Act 2015 (CRA 2015) – Sections 49 and 50 (services to be performed with reasonable care and skill; information provided to the consumer is binding).• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 – which require traders to provide key contractual information in a durable medium.Your incorrect confirmation to Poole Audi that no warranty existed directly prevented me from exercising any rights I may have had under that warranty.---3. Financial Loss Caused by Your FailuresBecause your staff incorrectly stated that no warranty existed, Poole Audi advised that the vehicle was not road legal or safe to drive until the headlight was replaced. I therefore had no practical choice but to authorise the repair privately.I have incurred £2,048.60 in repair costs that should have been covered under the warranty you later claimed existed.Your actions amount to:• A breach of the Consumer Rights Act 2015, as the vehicle was not of satisfactory quality at the time of sale (s.9 CRA 2015).• A breach of your duty to provide accurate and complete information (s.50 CRA 2015).• A negligent misstatement resulting in financial loss (Hedley Byrne & Co Ltd v Heller & Partners Ltd [1964] AC 465 – a recognised principle of English law).• A failure to provide services with reasonable care and skill (s.49 CRA 2015), specifically in relation to your handling of warranty information and communication with Poole Audi.---4. Summary of FailuresYour dealership:• Failed to disclose the material difference between an Audi Approved Used vehicle and a Farnborough Audi Used Vehicle.• Failed to provide any warranty documentation at the point of sale.• Incorrectly informed Poole Audi that no warranty existed.• Subsequently changed your position only after escalation to Audi UK.• Prevented me from exercising any warranty rights.• Caused me to incur £2,048.60 in avoidable repair costs.These failures amount to misrepresentation, breach of contract, and breach of statutory duty.---5. Remedy SoughtI require:1. Reimbursement of £2,048.60 for the headlight repair carried out at Poole Audi.2. Written confirmation of the warranty that was allegedly in place at the time of sale, including full terms and conditions.3. A written explanation for the contradictory information provided by your staff.---6. Notice of Intended Legal ActionIf I do not receive a satisfactory response within 14 days, I will commence proceedings in the County Court without further notice. My claim will include:• The £2,048.60 repair cost• Court fees• Statutory interest under s.69 County Courts Act 1984I would prefer to resolve this matter amicably, but I am fully prepared to pursue my legal rights.Please treat this letter with the seriousness required under the Pre Action Protocol.Yours faithfully,Ann-Marie Smithcc. RAC Warranty Claims

I will be honest I don’t know about cars and had spoke to 2 small garages and had an awful experience so on the advice of my brother ( who is senior tech for a high end car company) I went to a dealership. He told me they are trustworthy. I will pay more but the service is consistent. I took him with me and on arrival he was horrified. The car which I had put a deposit on with the agreement I would pick up Monday (this was sat) had damaged body work front and back. Had an illegal tyre and was not as described. The salesman got the manager who was indifferent. Told us it had been MOT’d which was concerning and was casually saying yes the bodywork needs some work. My brother was so disappointed. He genuinely has pride in the trade and hates the reputation it has of second hand car sales. He asked how a car in that state for a high end dealership was put on a forecourt and the manager shrugged. I stated I would make a complaint. My deposit still hasn’t been refunded. I will also be reporting to VOSA as we have photos of the tyres which you can see the thread in. We showed the manager he again dismissed it telling us the MOT was done days ago. I went to bmw as they were nearest and their service was incredible. It’s sad as I much preferred the Audi car.

Very polite snd helpfulEnquiry new A5

No one bothers to come and see or talk to you

Looking to buy a used Q4 I enquired regarding any car availability via Lookers. The replies and options provided were really helpful, however even though a suitable car was found elsewhere the information I received from Tanzim will make me contact Lookers whenever I am next looking to purchase an Audi.

Rather unhelpful to be honest, looking for a basic car and they simply couldn’t help. I wouldn’t buy a car from them now if I could avoid it

Excellent service and prompt contact

No sending requested report on all vehicle works done and of engine failure due to Audi fault campaign

Pleasant enough - but gave false information on the phone to get us through the door. Made our budget clear on the phone to be told there would be at least 3 cars within that budget. To only find out after coming in it wouldn’t be any where near that. Waste of time unfortunately and quickly found an alternative Audi through group 1 instead