Brad is an asset to your organisation. A true customer service expert.

appalled by customer service he has received already, made enquiry when booking vehicle in for software to be update to find out costs and if it would be covered by audi approved warranty but is yet to receive any confirmation and booking was made at least 3 weeks ago, enquiry was made 1 week ago and had expected some form of communication to advise but customer has had to call to confirm booking and chase enquiry to still no receive an answer. appointment date is 17th November

Didn’t quite meet part exchange value of other dealers

I attended Lookers Audi on the 10th November 2025. As I have a service plan & attended for a vehicle inspection (Audi cam) & service. I was informed I required work as the rear suspension mounts had perished.I received this information via email whistle at Lookers Audi. The email stated that this work might ce covered under warranty. I responded to the email to LaurentGrant@lookers.co.uk but had no response. After nearly 4 frustrating hours at in the dealership, I spoke with Laurent & I was still none the wiser about if the work to be conducted was covered by warranty. I explained that I was possibly under able to take a call this afternoon as I had 2 important appointments & that a voicemail should be left regarding the work outstanding. I went on to explain that I would be away until Friday morning attending a family funeral, so would appreciate if the work could be completed on Friday 14th November if it was established that the work was covered under warranty.I did receive 2 missed calls yesterday from Lookers Audi in farnbrough, no voicemail messages were left. I was left trying to make contact with Lauren to establish if the work was to be completed under warranty.I am still waiting for written confirmation regarding this work with an appointment time & date. I feel that Lauren really wasn’t listening to being said. Having been in the dealership for nearly 4 hours I hoped that this enquiry could have confirmed if it was to be completed under warranty. Secondly that Lauren has simply listened to what was said and followed up with a voicemail & email confirming. I have no written confirmation or date or time of when & how this work is to be completed.I feel that this fall well below the standard of customer service I would expect, especially for lookers audi

Cust has used the garage for some time, an email in connection with brakes. Accept the free brake check. Cust then gets a date but it wasnt convenient. Cust then makes an appointment for next week and has been told it would be a 4 hour appointment. 21.11.25 08.30 could you let the customer know what is happening.

I recently attempted to purchase a Q5 (registration number: RJ25WZW) with Ian Wilson from Audi Farnborough. First, I made an appointment via telephone to view the car. When I arrived, I was informed that the car was not on site - it was being used by a member of staff. I rearranged to see the car on another day and subsequently agreed to purchase it. Having transferred payment and made arrangements to collect the vehicle this coming Monday (10th November) I was informed yesterday that the car would not be available to collect until the end of the month (due to some process from “head office”). I have asked for my money to be returned, but this has not yet been received, and a goodwill gesture - again not forthcoming. I have also incurred costs preparing my current vehicle for part exchange (including £120 retaining a private number plate). The whole experience has been entirely unacceptable, unprofessional and disappointing. What will Lookers do to resolve this situation? I plan to share my experience on social media if I don’t receive a response in the next 48 hours.

Advisers were thorough and kind. You can really tell they are passionate about their jobs.

I recently had my Q4 in for warranty work & must congratulate your service team on their politeness in particular Belinda & Rachel. The loan car given to me un unfortunately had a puncture & the car was swapped for another without any fuss. The overall level of service was very good & would recommend the garage to other Audi owners.

Sebastian was initially really helpful when trying to arrange a car for a test drive. However he never properly followed up on sending me car specs or finance information. When he eventually contacted me (following me messaging him) he said the car had sold but had found replacements and wanted to run me through them. I explained that I would like to see the specs before discussing them. I was never sent the specs and didn’t hear from Sebastian until over a week and a half later

Dear Farnborough Audi Management,I am writing to raise a formal complaint regarding the Audi SQ8 I recently purchased from your dealership. Unfortunately, my experience has been extremely disappointing and far below the professional standards I expected from an Audi retailer.When I first viewed the vehicle, it was in poor cosmetic condition. The sales executive assured me that all bodywork defects and other issues would be fully repaired before I collected the car. However, when I came to collect it, only one side had been addressed — the other side still had multiple scratches and visible damage. Several items that the sales executive promised to rectify were also left unresolved.Despite further assurances that the car would be taken back to the bodyshop to repair the remaining defects and that I would receive a report confirming the work carried out, this has never been provided, even after several follow-ups.Additionally, during the purchasing process, the sales executive changed the agreed terms, stating that the options we had agreed before signing the finance documents could no longer be honoured. This was both frustrating and misleading.To date, my car has been back to your workshop three times to try and resolve these issues, yet the problems remain. The lack of communication and accountability from both the area manager and the sales manager has been unacceptable — neither took responsibility or even spoke with me directly regarding my concerns.Given the repeated failures to deliver the promised standard of service and repair, and the loss of trust in your dealership, I no longer have confidence in this purchase. I therefore request to return the vehicle and seek an appropriate resolution under consumer rights for the poor workmanship and misrepresentation during the sale.Please confirm receipt of this complaint and advise me on the next steps to resolve this matter as soon as possible.Yours sincerely,Ana Galan12 Chartley AnenueAaanibiondy@yahoo.it07502299516Vehicle: Audi SQ8Registration: N24EMYPurchase Date: 26.02.2025