Subject: Formal Complaint – Poor Vehicle Condition and Unresolved Issues with Audi SQ8 PurchaseDear 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.

Tanzim @ Farnborough was very informative & kept me updated at all times.Great asset to Audi!

Felt like the advisor didn’t listen. I was offended when Audi offered me £2000 for my 23 plate Audi Q3. Tried getting me test drive before running figures.

I waas contacted by Beth Seymour and advised that my car RE73 EUH was due a service and booked me in at Farnborough Audi today 31/10. I arrived and my car was accepted and then within 10 minutes Paige Bennett called me to say my service is not due for another 30 days and is usually done at the 10,000 miles mark. I am at 7,500 so they cannot do the required changes.The exact same thing happened last year and I had to make a formal complaint and be compensated ( I would hope this is on my account) and no lessons have been learnt or no one has looked at mny account to see the past problems with the call centre and Audi Farnborough.I have lost a day of earnings and wasted petrol money for nothing and expect to be compensated for this. Paige told me when the service is due that if I require my car to be collected and delivered back this would be 35.00 which I do not expect to pay after the incompetence yet again. I expect you to collect and deliver this back at no charge.I was also told my brake fluid needs changing eventually at a cost of 96.00 despite low mileage and having a service plan in place?

Team,I’m writing to you to complain about a recent damage protection insurance repair carried out after taking out a policy through Lookers Audi and the repair conducted by a Premia contractor. Please see below the series of events and advise on how this will be resolved. I am extremely upset the contractor has caused damage to the whole of my car. I would like you to confer between Audi and Premia about how this will be resolved and contact me.Context:I bought a minor damage protection policy through Lookers Audi for my bodywork for the above car when it was new (policy no. FT/LK/SMT66414). I was not given paperwork for the insurance policy initially but after some minor damage I took the car to Farnborough Audi on 19th September thinking it would be fixed under this policy in the Audi body shop. After a wasted trip, I was finally provided with the insurance paperwork and instructed to contact Premia and claimed accordingly. However, the resultant work on my car has been a disaster.The minor damage was ‘repaired’ 15th and 16th of October by a mobile unit. I was told not to wash the car for a week I signed off the work because the minor repair had been completed not having initially noticed the film. There was a rough opaque film over all the windows and all over the bodywork. The film impaired visibility from the windscreen making the car unsafe to drive in the sun and at night. I took the car to a manual car wash on 25th of October assuming the film would wash off. I then washed the car three times myself and the film would not wash off. I took the car to a local body shop today, 29th Oct, and I was told that there had been an overspray of lacquer over the whole car. At the body shop they removed a section of the film on the windscreen so that I could drive the car safely and on a small section of the bonnet to show me what the problem was.I assumed by getting this insurance policy through Lookers Audi that Premia was endorsed by you. I am extremely upset and concerned that my bodywork is in a terrible state and that this work has been poor. I need this to be resolved and to be crystal clear I do not want any further poor workmanship on my car. I would like my car to be repaired in the Audi body shop at no cost to myself .Please advise on how this will be resolved,Michele Reddick

Amazing customer service from Brad. Super helpful and informative.

It took a while to get in contact with me.

All questions were answered

Awful customer service and sales, unorganised and poor communication

Morning guys, Miss Clifford has submitted an online complaint form regarding the above reg on 31/8/2025. It’s regarding a cloth that she found nestled in the engine after the mot visit on 19/8/25. She is yet to get a response if this could be followed up, please. Many thanks. Jon Hutton Customer Advisor Lookers Customer Contact Centre Asama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YD www.lookers.co.uk