I collected my new Audi Q5 on Wednesday 25th February. The general overall experience with Lookers Glasgow was substandard, and I waited for a customer satisfaction survey to express my feedback. 2 weeks later I hadn't received a feedback form so I emailed Audi UK with my feedback as follows:Overall, service from the salesperson (Jordan) was good. However when purchasing a car in excess of £56,000 I would have liked to have been able to report that the sales experience was more than just "good". The salesperson was very polite and friendly and my feedback is more about the overall experience with the dealership.During the purchase process I requested information about the extended warranty options, the sales person told me that he "didn't know much about the detail I was looking for" but would immediately send me a link electronically . I was disappointed that a sales person did not have the info to hand and secondly I waited more than 24 hours for the link.When we arrived to collect the car, it was parked in the hand over bay. In previous years, on collecting a new car, it was covered over and "unveiled" to us. This was not the case this time, the handover bay was in darkness (because the light apparently wasn't working) and we were advised to just go and have a look at our new car whilst the sales person dealt with the paperwork. We honestly felt like we were just another customer and they needed us to get the car out the way. In no way was this made to feel like a special experience. We had also travelled 2 hours to Glasgow Audi and on arrival were not offered as much as a glass of water.I have purchased many brand-new vehicles over the years, and this is my first experience where I haven't been given a gift from the garage to thank me for my business (flowers, wine, golf umbrella etc). Clearly this is a cost saving exercise, but it did not go unnoticed.Last year my husband purchased an Audi from Perth Audi and the handover experience and general customer care was exceptional. I would most certainly consider using that dealership before Lookers in the future. Exceptional should be the minimum standard you should expect to receive when purchasing a new car.I have provided my contact details and address below should the company wish in retrospect to thank me for my repeat business.Audi UK responded to advise me that someone from Glasgow Audi would follow up on my feedback (above) by Tuesday 17th April. However, almost a week has passed and I have had no follow up. I have been back in touch with Audi UK who have assured me that my email has been shared with Head of Business, General Sales Manager and the After sales Manager, yet none of these presumably senior members of staff have been in touch. This is disappointing but hardly surprising given the apparent decline in customer care from Lookers Glasgow.To add to the substandard experience, AFTER driving my new car out of Glasgow Audi, a salesman called Danny Kurganski emailed my husband asking if we were interested in changing our car! Clearly the communication in the dealership is non existent.I have, to date, purchased 9 Audis and love the brand, but can assure you that this decline in customer service and satisfaction will mean that I will not return to Glasgow Audi in the future and will certainly not recommend the dealership to anyone in the market to purchase an Audi.

False promotions and great deals do not exist when you speak to sale people or visit dealerships in Audi Glasgow. A marketing ploy to bring you in then give no deals or do as they promote

Quick and scott good at explaining stuff to me

We visited the dealership looking to purchase a used Audi E-Tron GT RS. The vehicle was very clean and tidy as expected. Your valuation of our trade in Audi TT Black Line 2021 in white was excessively low (dealership would not budge on valuation). We finally purchased a Porsche Taycan from a Porsche dealership who gave us the true value of our car.

HelloI am writing for formally raise a complaint regarding the handling of my vehicle recall at your Audi Glasgow Service CentreMy vehicle was recalled to have a module fitted to my battery, which the first time it was recalled for the same reason, I had my car back within 1 days. This time I was advised the estimated completion would be 3 days. However I did not receive my car back until going into the 6th week in your repair center. This level of delay is totally unacceptable in itself,but more concerning is the series of inconsistent and misleading explanations I was given throughout the period. I now believe Emma who was dealing with me car has left and I latterly dealt with Lewis. Over the 6 weeks I was provided with multiple conflicting reasons for the delay including:-• Issues balancing the battery• The specialist tool you were using broke and you had to order another and you were waiting on it being delivered• Time required to reseal the batteries layers,• Finally after advising the battery was balanced (call on a Friday) to advise the car would be ready to collect the following Tuesday. I then received a further call from Emma to advise its no longer ready as you needed new bolts to put my battery back in and they were on order......Only after escalating the matter and requesting to speak with a manager , was I informed of the actual reason that there were only 2 high voltage qualified technicians covering 3 service centres that that there was a significant backlog of cars - they were still working on cars from November - so in summary, substantial backlog and lack of resource.I find it extremely disappointing that I was not given this information transparently from the outset. Instead I was repeatedly misled, which has significantly eroded my trust in your service. In addition to the inconvenience caused by being without my vehicle, as much as you provided a courtesy car it was not ideal to say the least, I have continued to make monthly payments for a car that was unusable and in your possession for an extended period.Give the above, I expect:• A Full written explanation as to why I was not provided with accurate information from the outset• Clarification on why my vehicle was accepted for a 3 days repair when you clearly did not have the capacity to complete the work in that timeframe• Appropriate compensation for the loss of use of my vehicle for the extended period and significant inconvenience caused.I would appreciate a prompt response to this matter. If I do not receive a satisfactory response, I will consider escalating my complaint further.RegardsElaine Murphy07975750138

Great service from both the ladies in the service department, and Sif, who talked me through my options for finance on a possible new car.

Good afternoon Sir,I am contacting you as a last resort. My car is currently at Lookers Glasgow with no end in sight of it being repaired.After waiting over three weeks to have my car looked at due to a fault issue, my car has now been with your Glasgow branch for 13 days with no confirmed date for the car to be returned.We had an ongoing issue with the battery only maintaining a charge for 7 miles and no regeneration. So it was booked in to have this checked. During the run up to this check, the car showed an error code of "brake servo restricted, You can continue driving. Please contact workshop." The car was booked on the 5th of March at 9.30am. During this time, my husband got an email to say that there would be 2 x £150 charged to do a diagnostic. We have a two year warranty with the car that was purchased from Norman Motors, a very reliable and respectable company. The warranty is with CarCare Plan.Nick at Norman Motors was agas to start with regarding the 2 x £150 charge due to the nature of the link with both issues. He contacted Lookers Glasgow himself to get to the bottom of this issue.Issue one - on checking with Emma at Lookers Glasgow, she stated that as it was two different faults there would be two charges. No amount of discussion regarding the two issues being linked would be listened to. As a result of the diagnostic on the battery, it is holding a 90% charge and lo and behold the brake servo was restricted and brake pressure accumulator defective, VX70.Issue 2 - On being diagnosed at lookers Glasgow, my husband was advised that if we drove the car, there could be risking more damage to the car and possible brake failure. Why were we not told this when the car was booked in three weeks prior as we gave Lookers the brake servo warning?Issue 3 - the car went in on Thursday and we had no updates from Lookers until my husband phoned late on Thursday for an update at 16:07 and they had no information. They called on Friday Morning to say they needed to order the brake servo accumulator part and that it would come from Germany. We heard nothing until my husband called on Wednesday on the 11th of March when my husband called Lookers Glasgow for an update, to be told the car hadn't been looked at and once the road test had been done they would let us know. Unbeknown to us, Emma at Lookers had contacted Nick at Norman Motors and asked had the payment been organised. Nick emailed back to say, there was no invoice, so how could he pay. She then sent an invoice for work that had not been completed and had not informed Nick that was the case. He was under the impression the car had been fixed and returned to us.I spoke to Stephen Cane and informed him of my disappointment in this ongoing situation and to ask what he was going to do to rectify the various issues. Particularly the lack of updates, customer care and the issue regarding Normon Motors not being told the car wasn't repaired. To which he responded he did not understand what I was looking for. I again repeated the issues, but again I was met with - I don't understand what you want me to do. Stephen has since checked the call log and said that Nick at Normon Motors was told about payment in advance, however on asking for those call transcripts, I was told I could not have the transcript. However Nick could and he contacted Stephen to ask for those transcripts and has now been sent a further email with a link to ask for them.Issue 4 - There is now another issue regarding another fault that has now appeared once the brake servo issue has been addressed. This now presents as ABS Module, to which the warranty company are now disputing a misdiagnosis.During this ongoing situation, the only thing I have asked for is a courtesy car to help with my caring responsibilities and my work with vulnerable children. I care for two adult family members at the other side of Glasgow. I am based in Cambuslang, on is based in Barrhead and the other is in Possilpark. I also work three days a week with vulnerable families and children across South Lanarkshire. This may seem small issues, however I am entering week three of having no transport and the stress to both myself and my family members that I support with daily living needs is becoming unmanageable.We between us drive 5 Audi cars and this one was our most recent purchase.I understand you a re a very busy man and my small issues is not really big on the scale of your daily tasks. However, any help and assistance you can offer would be greatly appreciated.Debra Duncan07880 707845Audi Q5KY69 DPFNew registration - M900 DBS

Came in to look at a vehicle, advised not in stock (fair enough) and would be contacted when it comes in. No call back = missed sales opportunity.

Friendly

Good morning,As discussed, please see thread of emails below with Glasgow Audi.Faults still existing;- juddering from vehicle- both door sill plates have failedCan you let me know how you plan on facilitating the return of this vehicle.Lookers have seriously breached my consumer rights.Lee BurnsSent from my iPhoneBegin forwarded message:From: Lee BurnsDate: 6 March 2026 at 10:36:31 GMTTo: Chris ClarkCc: David Wright, Stephen Cane, John WeirSubject: Re: SD71 KNAHi,Appreciated. However, confidence in this vehicle and Audi is currently nil.This is three faults within the space of two months. As previously noted, I have just gone through similar with Land Rover and not looking to repeat that experience.Lee BurnsSent from my iPhoneOn 6 Mar 2026, at 10:30, Chris Clarkwrote:Hi Lee,I want to get to the bottom of the juddering noise, I have tried to contact Ayr Audi and added both Glasgow and Ayr Aftersales Managers on Cc.I appreciate Glasgow isn’t ideal from Stranraer, I will do what I can to accommodate the rectification of the noise.I will touch base with John Weir at Ayr and come back to you.Regards,Chris ClarkUsed Car Sales ManagerGlasgow Audi520 Hillington Road, Hillington Park | Glasgow | G52 4UBT: 0141 565 6300lookers.co.uk/audiFrom: Lee BurnsSent: 06 March 2026 10:22To: Chris ClarkCc: David Wright; Stephen CaneSubject: Re: SD71 KNAExternal Sender: Confirm legitimacy before acting.Hi,Given it’s a 176 mile round trip, it isn’t exactly convenient to do so.Lee BurnsSent from my iPhoneOn 6 Mar 2026, at 10:14, Chris Clarkwrote:Hi Lee,We acknowledge your juddering issue – would it be possible to have the car tested at Glasgow Audi?RegardsChris ClarkUsed Car Sales ManagerGlasgow Audi520 Hillington Road, Hillington Park | Glasgow | G52 4UBT: 0141 565 6300lookers.co.uk/audiFrom: Lee Edward BurnsSent: 06 March 2026 09:30To: Chris Clark; David WrightSubject: Re: SD71 KNAExternal Sender: Confirm legitimacy before acting.Good morning,I note that Glasgow Audi have not yet acknowledged that the juddering issue with the above vehicle still exists, despite acknowledging other issues.In your email dated 28 January, you advised you were “confident this will not be an issue going forward”.After attempting to exercise my right to reject the vehicle several times within the first 30 days due to the issues experienced, Glasgow Audi instead pushed for the vehicle to be repaired, which was carried out at Ayr Audi. I was then advised to drive approximately 500km (around 320 miles) for the issue to fully resolve.Whilst the problem is not as prominent as it once was, the juddering issue still exists.I am patiently awaiting confirmation from Glasgow Audi acknowledging that the issue remains and clarification on how you intend to, as per your email of 28 January, “resolve [this] to your satisfaction”. I am also awaiting the outcome of Black Horse Finance’s investigations, following the complaint I have raised with them.It is disappointing that after experiencing multiple issues with Land Rover, which are widely known for reliability issues, I chose to move to Audi due to its reputation for reliability and customer service, only to find myself in a similar position.Should the vehicle require further investigation or repair at Ayr Audi, I will again be left without a suitable vehicle. On the previous occasion, despite purchasing a diesel vehicle, I was provided with an electric Audi Q4 with only 70% charge. This was only sufficient to travel from Ayr to my home and back, leaving just 8 miles of range remaining. I was also unable to charge the vehicle despite several attempts.I look forward to your response.RegardsLeeOn 27 Feb 2026, at 11:35, Chris Clarkwrote:Hi Lee,I will pay the mats from Ayr Audi - @Aimee McCoo can you advise if in stock and if can check the sill on the video.Happy to assist with anything required.Cheers, ChrisChris ClarkUsed Car Sales ManagerGlasgow Audi520 Hillington Road, Hillington Park | Glasgow | G52 4UBT: 0141 565 6300lookers.co.uk/audiFrom: Lee BurnsSent: 27 February 2026 11:31To: Chris ClarkCc: Aimee McCoo; Alan MartinSubject: Re: SD71 KNAExternal Sender: Confirm legitimacy before acting.Hi Aimee,Can you let me know when the floor mat can be collected please.Glasgow Audi have also yet to acknowledge that the issue with the vehicle still exists.The illuminated door sill has failed I assume. Not so sure I’ve ever noticed it lighting up before, so may have been non functioning since purchase. Video attached.It would be great if Glasgow could acknowledge and we can navigate next steps.Lee BurnsSent from my iPhoneOn 17 Feb 2026, at 14:05, Chris Clarkwrote:Hi Lee,Yes, I see that’s been sent to Alan Martin – I am not on the email.@Aimee McCoo I will authorise matsRegardsChris ClarkUsed Car Sales ManagerGlasgow Audi520 Hillington Road, Hillington Park | Glasgow | G52 4UBT: 0141 565 6300lookers.co.uk/audiFrom: Lee BurnsSent: 17 February 2026 14:00To: Chris ClarkSubject: Re: SD71 KNAExternal Sender: Confirm legitimacy before acting.Aimee.Original email sent 30th Jan. follow up sent 11th Feb.Screenshots of chain attached.Lee BurnsSent from my iPhoneOn 17 Feb 2026, at 13:48, Chris Clarkwrote:Hi Lee,Nobody has been in touch with regards to a hole in the carpet, do you have a point of contact who advised and I will give them a call.RegardsChris ClarkUsed Car Sales ManagerGlasgow Audi520 Hillington Road, Hillington Park | Glasgow | G52 4UBT: 0141 565 6300lookers.co.uk/audiFrom: Lee BurnsSent: 17 February 2026 13:45To: Chris ClarkCc: Alan Martin; David WrightSubject: Re: SD71 KNAExternal Sender: Confirm legitimacy before acting.Afternoon,The car went to ayr for rectification and whilst with them I mentioned a hole in drivers carpet.I was advised a request would be sent to Glasgow for rectification. This is over three weeks ago. I have contacted Ayr who have advised they have not had a response from you.Ayr Audi also requested the car is driven 500km, or approx 320 miles. This has been done and the judder still exists to a degree. Being more noticeable when wet and low speeds.This is becoming increasingly frustrating.Please advise asap.Lee BurnsSent from my iPhoneOn 28 Jan 2026, at 18:12, Chris Clarkwrote:Hi Lee,Take the car to Ayr and get it rectified – the Aftersales Manager is extremely confident this will not be an issue moving forward.I will not shy away from resolving to your satisfaction if this doesn’t offer a fix.RegardsChris ClarkUsed Car Sales ManagerGlasgow Audi520 Hillington Road, Hillington Park | Glasgow | G52 4UBT: 0141 565 6300lookers.co.uk/audiFrom: Lee BurnsSent: 28 January 2026 18:06To: Chris ClarkCc: Alan Martin; David WrightSubject: Re: SD71 KNAExternal Sender: Confirm legitimacy before acting.Subject: Update Required – Tomorrow’s BookingHi,I just wanted to check whether there has been any update.I really need to make a decision this evening on whether I’m taking the car to Ayr tomorrow or proceeding with a return.As Ayr is around 1 hour 20 minutes from home, I’ll need to leave at 7am to ensure I can work by 9am, so some confirmation as soon as possible would be greatly appreciated.Thank you.Kind regards,Lee BurnsSent from my iPhoneOn 28 Jan 2026, at 14:34, Chris Clarkwrote:Hi Lee,I am waiting on a response from the Aftersales Manager at Ayr.I am off tomorrow but will hopefully know more on the issue this afternoon.Regards.Chris ClarkUsed Car Sales ManagerGlasgow Audi520 Hillington Road, Hillington Park | Glasgow | G52 4UBT: 0141 565 6300lookers.co.uk/audiFrom: Lee BurnsSent: 28 January 2026 10:32To: Chris ClarkCc: Alan MartinSubject: Re: SD71 KNAExternal Sender: Confirm legitimacy before acting.Hi ChrisFollowing our tele call yesterday, can you let me know what the options are going forward please.ThanksLee BurnsSent from my iPhoneOn 26 Jan 2026, at 18:01, Lee Burnswrote:Hi ChrisFurther to my below email to Alan Martin today.Having issues with a vehicle purchased from you guys in December, I am sure you are fully aware of the purchase.As you may, or may not, be aware, the vehicle has been back to Audi Ayr, who have advised there is an issue with the Quattro system. They are looking at applying a fix, which may repair the fault.I have taken a bit of advice, and spoken with Blackhorse who financed the vehicle, and now looking to formally exercise my 30 day short term rights to reject under the consumer rights act 2015, due to the issues mentioned above.I look forward to your response.Kind regards,Lee BurnsSent from my iPhoneBegin forwarded message:From: Lee BurnsDate: 26 January 2026 at 12:26:15 GMTTo: Alan MartinSubject: Re: SD71 KNAHi Alan,As discussed, the car went to Ayr Audi on Thursday 22nd January.Alan Stoddart advised that the likely cause is an issue with the Quattro system friction plates. He explained these will be addressed first, and if that does not resolve the problem, an oil and filter change will be carried out. I assume Ayr Audi have already communicated this with you.The car is booked back in for Thursday 29th January.I have been avoiding driving the vehicle where possible, as it is currently uncomfortable to drive.I’m disappointed to be experiencing issues so soon after purchase, particularly as this is an Audi Approved Used vehicle and I would have expected any such faults to have been identified during the inspection process. Combined with the wing mirror issue, this now makes two faults since buying the vehicle.If these issues persist, I cannot say I would be inclined to keep the car long term. I rely on having a reliable vehicle for my income.LeeLee BurnsSent from my iPhoneOn 12 Jan 2026, at 13:31, Lee Burnswrote:Hi Alan,Maybe me being paranoid after the Range Rover debacle. However. Drove the car for the first proper time on Saturday from here to Ayr.Car drove fine to Ayr. Got to Ayr. Trying to park and the car was juddering/jumping at low speeds when turning? Not sure how to describe it. Almost as if a tyre was flat or maybe driving over a horrendously bumpy surface.Car subsequently drove home ok but when parking same thing, although not as bad.If o run it into town and back it doesn’t do it.Any thoughts much appreciated.Lee BurnsSent from my iPhone