Presentation of car was disgustingFilth dirty inside, low fuel warning light on not good when your on a test driveCruise control fault came up on dash every time I tried using it

Subject: Formal Complaint Regarding Customer Service at Audi FarnboroughDear Customer Services,I am writing to raise a formal complaint regarding the level of customer service my husband and I received during our visit to Audi Farnborough on Wednesday evening at approximately 5:30 pm.We visited the dealership as we were particularly interested in the Audi Q5 and wished to obtain further information about the vehicle. Upon arrival, the showroom was very quiet, and we spent some time looking around the vehicles on display. We located the Q5 that interested us and expected that a member of staff would approach us and offer assistance.However, after spending approximately 10–15 minutes in the showroom, we noticed around five members of staff sitting and standing together watching football on the television. Despite our obvious interest in the vehicles and the lack of other customers requiring attention, none of the staff approached us or acknowledged our presence.Eventually, I felt compelled to approach the group and ask, "Are any of you here to do any work, or are you just here to watch the football?" One member of staff then apologised and asked whether we would like some assistance. I explained that my husband was interested in the Q5 and would like some further information.As potential customers considering a significant purchase, we found the experience both disappointing and unprofessional. We would have expected staff to be attentive to customers in the showroom rather than focused on watching television, particularly when the dealership was quiet. The lack of engagement made us feel ignored and undervalued as prospective Audi customers.I would appreciate it if you could investigate this matter and provide a response outlining what steps will be taken to ensure that future customers receive the high standard of service that Audi promotes and that customers should reasonably expect.I look forward to hearing from you.Kind regards,

I am writing to formally log a complaint regarding the unacceptable level of customer service I received when calling Audi Farnborough today, 29th June, to book a vehicle service. I think the call was answered by the call centre.As a customer, I expect to be treated with respect and professionalism. Unfortunately, the female service advisor, Angeliki, who handled my call was highly passive-aggressive, confrontational, and openly rude. I believe the call is recorded. Please listen to it yourself. I highly recommend it.During our conversation, she repeatedly used phrases like "Sorry, excuse me?" in a sharp, aggressive tone. Furthermore, when she informed me that she could not book my vehicle in for a service, I naturally asked why. Instead of offering a professional explanation, she condescendingly snapped, "If you let me I will, ok? Can I?"Her hostile attitude made me feel incredibly unwelcome and valued as an Audi customer. There is absolutely no justification for a front-line representative to speak to a customer in such a combative and dismissive manner.Because of this experience, I was unable to comfortably complete my booking. I would appreciate it if you could look into this matter, review the call recording (if available), and ensure that appropriate coaching is provided to the staff member involved.I would like to be contacted by a manager to discuss how my service booking can be handled properly by someone who upholds Audi’s professional standards.I look forward to your swift response.

Poor experience asked to do an extended test drive told they would contact me to arrange, no follow up call. had to call back via phone to chase up . to be told we get loads of fake time waster request around Ascot ??? eventually managed to arrange made it clear it was a Q6 SUV only to arrive and be told it was a sports back which i had zero interest. So effectively a waste of my time .I have been a BMW customer for 15 plus years and have to say i was shocked by the vast difference between the level of firstly the showroom secondly sales staff/communication and then the lack of demo stock and support from Audi. also communication was poor. Having now been able to compare both dealers Group 1 BMW and Looker Audi BMW feels a premium experience and Lookers was far far from it. A disappointed potential customer lost .

I am writing to share some serious concerns and request clarification regarding the ongoing repair of my Audi Q5, registration GX24 XPH.When I brought the vehicle in, it was due to an amber warning light on the dashboard. As the car is under warranty, I understood that the issue would be investigated and repaired accordingly. I was advised the work would take approximately two days; however, it has now been over four days, and the communication I have received has been limited and unclear, to say the very least. The vast majority of this being done via text message. I have called your dealership on 3 occasions and on each occasion I have not been successfully transferred to the service department. On each occasion I was assured that the mechanic dealing with the car would call me back, and they didn’t.As stated, updates have been provided mainly through text messages and video links, and I agreed to the repair being carried out under warranty based on the information available at the time. After calling today (Friday 26th June) for an update, I was informed that the issue was not related to the vehicle’s computer system but was instead attributed to minor wheel‑arch damage (rear passenger side) caused by a low‑speed impact with a curb.This damage was extremely minor, occurring at under 5mph, so I am struggling to understand how it could have caused the fault now being reported. I have also not been provided with any breakdown of the quoted repair cost of £1,961.40, despite requesting one. This quote was sent to me by an extremely short text message, with no further explanation.The representative I spoke with was unable to explain the technical details (even though I asked him), why the repair would cost was a considerable amount, or how the conclusion was reached that the issue is not covered by the warranty.At this stage, I still have no:• Explanation of the exact fault• Evidence that the issue is not covered by the warranty• Technical report or assessment• Itemised breakdown of the quoted cost• Return calls despite multiple attempts to contact the teamIn order to make a decision I would need you to provide the following itemised information, so that I can be fully informed of the situation:• A clear written explanation of the fault identified, with evidence• I need to see the fault codes and the technician’s notes with accompanying diagnostic charges (if relevant)• I want to know whether you are replacing the loom or repairing it.• Confirmation of how this fault has been definitively linked to the minor wheel‑arch damage.• A full itemised breakdown of the £1,961.40 cost, including labour, parts, and VAT. This should include part numbers and itemised labour hours.• Clarification as to why this issue is not considered a warranty matter.I am not authorising any chargeable work until these questions have been answered in full. I may decide to second opinion from an independent auto‑electrician.Thank you in advance for your assistance. I look forward to your prompt response.For your information I am on holiday from Friday 3rd July

I've done this before I'll never set foot there again very poor service

Dear all,Please find attached a letter before action.Yours faithfully,Ann-Marie Smith

When we went into the show room we were ignored Farnborough was awful and I would not go back. Not even to service my car.We went to Basingstoke and received excellent service and purchased a car from there.

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