Very happy with your service department. And David Struthers in sales was also very helpful

Date of Purchase: October 2024Supplying Retailer: Lookers Audi StirlingI am writing to raise a formal complaint regarding the above vehicle, which was supplied to me by Lookers Audi Stirling in October 2024.The vehicle has now suffered a confirmed internal failure of the diesel particulate filter (DPF) at just over 31,000 miles over £6,000.This diagnosis has been reviewed by two separate Audi Centres, Audi Stirling and Audi Perth, both of whom concluded that the DPF requires replacement. Audi Stirling also confirmed that the issue relates to an internal failure of the DPF unit itself rather than a simple blockage or regeneration-related issue.Given the age and mileage of the vehicle and the nature of the failure affecting a core emissions control component, I do not consider this to reflect the level of durability or satisfactory quality that would reasonably be expected of a premium vehicle supplied by a main dealer.The vehicle previously suffered a DPF-related issue in May 2025, when a forced regeneration was carried out by Audi Stirling (while Lookers). The current issue has now progressed to requiring a full replacement of the DPF. I am currently without use of the vehicle while this matter remains unresolved and have been left facing a substantial repair bill for a premature component failure.As the supplying retailer, I ask that Lookers now review this matter formally in line with your obligations under the Consumer Rights Act 2015 and confirm how you intend to resolve it. Audi UK are aware of the issues with the vehicle, Ben Lockhart (0113 526 9457) there is dealing with the case.In these circumstances, I do not believe it is reasonable that I should be left to bear the cost of repair. I am therefore seeking that Lookers meet the full cost of the repair, liaise directly with the relevant Audi Centres to progress the repair without further delay and confirm timescales for resolution in your response to this complaint. The car is currently at Audi Perth.For completeness I have also raised a formal complaint with Volkswagen Financial Services given that the vehicle was supplied under a live PCP agreement.Please confirm receipt of this complaint and provide details of your complaints process.If this matter cannot be resolved satisfactorily I will consider pursuing it further through the appropriate dispute resolution and legal channels.I look forward to your response.

23 Beech RoadLenzieGlasgowG66 4HN03/04/2026Dear Sir / Madam,Re: Complaint – Purchase of Audi A3, S200 KJA – Lookers Audi, 520 Hillington Road, GlasgowI wish to draw your attention to my negative experience regarding the purchase of my vehicle, along with the significant challenges I have faced to date.PurchaseI attended the above Audi showroom in late December 2025 and took the vehicle for a test drive. The salesperson who handled the sale was Alan Martin. Following the test drive, I raised a concern that the rear brakes appeared to be making a grinding noise. I was advised that the vehicle had been stationary since October 2025 and was reassured that all necessary checks would be carried out should I proceed with the purchase. I will address the pre-delivery inspection, or, more accurately, the lack thereof, later in this correspondence.As part of the negotiations, I was informed that, for a fee of £99.00, I could obtain two years of servicing for the vehicle, which was a key factor in my decision to proceed with the purchase. Initially, my wife, Kirsty Murdoch, was to be the purchaser; however, as we had recently moved property, her finance application with Audi Finance was declined. I was further advised that, as occupants of the same address, my application would likely also be rejected. I was subsequently reassured that this would not be an issue and was encouraged to apply through another of Audi’s approved finance partners, with the indication that it would likely be approved and that there was no cause for concern. At no stage during this process was any change to the agreed terms of sale communicated, including the deposit, monthly payments, or servicing arrangement.A few days later, Alan contacted me to advise that, in order to secure the vehicle, the monthly payments would need to increase by approximately £20.00, which I agreed to. I was also informed that the finance would be arranged through Toyota Redline Finance.I attended the showroom at a pre-arranged time on 03/01/2026 to collect the vehicle; however, the handover experience felt rushed, as though the aim was to complete the process as quickly as possible. Upon inspection, it was evident that the vehicle had not been properly cleaned. There were residual biscuit crumbs in the rear door compartments and several wheel nut covers scattered throughout the interior. By this point, the salesperson had already left. I returned to the showroom to query both the condition of the vehicle and the presence of the wheel nut covers. I was informed that the representative was unsure what they were and, as it was a Saturday, I was advised to return at another time for the vehicle to be cleaned. I was also offered a fuel top-up as a goodwill gesture when I returned at a later date. I was also told at this time that the vehicle had been fully checked over as part of the pre-delivery inspection process.A few days later, I contacted the salesperson to request a copy of the service agreement for my records. I was then informed, via a brief one-line email, that this was only available with VW Finance and that I no longer qualified, as my finance had been arranged through Toyota Redline. This was the first time this had been brought to my attention. I felt misled, as this had not been disclosed to me at any earlier stage. I believe I should have been informed of this prior to signing the agreement, and the lack of transparency in this regard is concerning.After salesOn 06/01/2026, I emailed Alan to report that the rear brakes were still producing a grinding noise and requested that they be checked, as they did not feel correct.On 13/01/2026, I sent a further email advising that there was no puncture repair kit in the boot and that the rear window wiper was continuously squealing.On 16/01/2026, I attended the service department and I was advised that no fault could be found with the brakes; however, this conclusion was based solely on a road test carried out by a technician, and the vehicle was not placed on a ramp for a visual inspection. I was provided with a can of puncture repair foam, and the rear wiper was replaced. In my view, these issues should have been identified during the pre-delivery inspection.On 01/02/2026, I emailed again regarding the brakes, as the grinding persisted and they continued to feel abnormal. I also reported that the vehicle’s horn was not functioning and requested that this be addressed, representing an additional fault.On 06/02/2026, I attended again with the vehicle and specifically requested that the reported grinding noise be inspected properly on a ramp, with confirmation as to whether any fault was present. I also raised a persistent rattling noise coming from the near-side rear door, which was extremely distracting while driving.A few hours later, I received a video update from the service department stating that the brakes and discs were in good condition. I was also advised that all tyres had medium tread depth, with the exception of the near-side rear tyre, which was noted as having a higher tread depth. This immediately raised concerns for me, as it suggested that the tyre may have been replaced recently.I was then informed that the near-side rear alloy wheel was buckled. This came as a complete surprise, as I had been the sole driver of the vehicle since collection on 03/01/2026 and had not struck any potholes or caused any damage that could account for this. I question how could I have buckled the alloy so badly without any damage to the tyre?As I was already present within the service department, I raised this issue with your Customer Service Advisor, Scott Ellis, who advised that this was a matter for the sales team and referred me to Chris Clark, Used Car Sales Manager.I subsequently discussed the matter at length with Chris, who stated that any such defect would have been identified during the pre-delivery inspection (PDI) and that there was little they could do. I expressed my concerns regarding the thoroughness of the PDI, given the number of issues already identified since collection. I was advised that the cost of replacing the alloy wheel would be in excess of £1,000.00 and would be my responsibility.Following further discussion and after outlining my overall experience since purchase, Chris agreed to contribute £250.00 towards the cost of replacement. Given that I use the vehicle to transport my family, including my two children, I felt I had no reasonable option but to accept this contribution in the interest of safety. I was also advised by Chris that the next service on the vehicle would be free of charge.I left on 06/02/2026 with the horn replaced under warranty; however, I was advised that the rattling noise would require a separate booking of up to three days to diagnose and resolve. I subsequently arranged this myself via the Audi portal, with the vehicle booked in for 09/03/2026, 10/03/2026, and 11/03/2026.On 09/03/2026, I dropped off the vehicle, and my single point of contact was Lewis Knox. I would like to note at this stage that my experience with Lewis was entirely positive, and I will expand on this later. Lewis had also pre-arranged a courtesy vehicle for me while my car was being assessed. Prior to dropping the car off, I checked the locking wheel nut was in the boot area as the technician would require. I confirmed that it was.Later that day, Lewis contacted me to advise that the near-side rear tyre had a nail in the sidewall, which required replacement. I agreed to this. He also informed me that the technicians were experiencing difficulty in identifying the source of the rattling noise.On 10/03/2026, Lewis called to confirm that the rattling issue had been identified and resolved, and that the alloy wheel and tyre had been replaced, with the vehicle ready for collection. I subsequently attended, paid a total of £917.00, and asked Lewis to remind Chris to provide written confirmation of the agreed complimentary next service for my records.Upon driving the vehicle away from the dealership, I immediately noticed that the previously reported brake grinding noise had disappeared, which clearly had been caused by the buckled alloy wheel I had been sold. I found this extremely frustrating, as my concerns had not been properly acknowledged from the start. Had they been taken seriously, this issue would have been identified and resolved and more importantly, detected prior to my taking ownership of the vehicle.On 21/03/2026, I was cleaning the car when I noticed the locking wheel nut was missing. I emailed the service department, who asked me to attend and they would inspect to make sure it wasn’t within the car. They also checked their booking in paperwork which confirmed the locking wheel nut was within the car.I attended again on 23/03/2026 (driving a round trip of 30 miles again), and received a replacement locking wheel nut.Since 23/03/2026, I have sent four emails to Chris Clark requesting written confirmation of my next complimentary service, but have received no response, apart from a single out-of-office reply confirming that this is his correct email address. I continue to await a response.With the exception of Lewis Knox, who was consistently professional and helpful, I cannot say I have had any positive experiences with the staff I have dealt with. Overall, this has been an extremely stressful and entirely avoidable experience. Based on this experience, I would never consider purchasing another vehicle from Lookers Audi.In conclusion, I am extremely disappointed with the handling of my vehicle purchase and the series of issues I have experienced since taking ownership. I believe that several aspects of this process fell short of the standards one would reasonably expect from Lookers Audi, including communication, transparency, and the thoroughness of the pre-delivery inspection.I would appreciate your prompt attention to these matters and a formal response outlining the steps you propose to resolve them. I am happy to provide copies of all relevant email correspondence for your reference.Please acknowledge receipt of this correspondence by return or email confirmation to stuartmurdoch12@icloud.com.Best Regards,Stuart Murdoch

I was waiting on a call back but didn’t get, I gave them details what looking for and were going to have a look for me but nothing after a week so comments are for score below

Hi,I am emailing to formally raise a complaint regarding my recent experience with Glasgow Audi.My Hybrid Q3 was initially taken in on Wednesday 8 April due to engine and battery warning lights. I did not receive a courtesy car until two days later. When it was provided, it was filthy with seats covered in mud and pet hair, and very unpleasant smell, to which I had to get cleaned myself. In addition, the cost of fuelling this vehicle (an Q7 diesel) has significantly impacted me financially, as I normally drive a hybrid.I got my car back on 27 April, after the coolant pumps had been replaced. However, upon collection, there was still an inspection warning light showing on the dashboard. I would have expected this to have been resolved as part of the service and checks carried out.More concerningly, just two days later (this morning, 29 April), another red warning light appeared relating to the coolant system while I was driving to work. I contacted Audi Roadside Assistance, and an AA technician attended. He discovered that the coolant cap had not even been screwed on and was simply just sitting on top of the coolant tank. How does this even happen? Despite this, the issue persisted, and I was required to return the vehicle to the dealership yet again. This has caused further significant disruption, including being late for work and missing morning meetings.I have now been issued with another courtesy car. While I was able to swap this at Glasgow Audi, I was informed at handover that the vehicle had a brake warning light, although I was told it had "gone off" after being driven around prior to me collecting it. This does not inspire any confidence in the safety or reliability of the vehicle provided.I have now been advised that it will take a minimum of a further two weeks before my car is returned. At this stage, I have been without my vehicle for an extended period and have experienced repeated issues, poor communication, and what appears to be substandard workmanship.To resolve this matter, I am looking for:• A full explanation of how these issues have occurred, particularly the failure to properly secure the coolant cap• Assurance that my car will be thoroughly inspected and repaired to an acceptable standard• Reimbursement or compensation for the additional fuel costs incurred due to being provided with a diesel vehicle instead of a comparable hybrid• Consideration of compensation for the inconvenience, disruption, and time lostI would appreciate acknowledgment of this email and advise on how this will be taken forward.Thanks,Naomi

I booked test drive on Q4 and Q6 for last Friday 24 April at 12:15pm. After waiting for almost half an hour, the concerned advisor Chris didn’t appear. The receptionist said he was on phone. No other advisor was offered to me in his place and I had to go back without any test drive. I even didn’t receive any call from Chris or any other person from Audi Glasgow to say sorry and rebook me. Such a shame for a big company like yours.

Customer Service DepartmentLookers Audi, 520 Hillington Road, Glasgow, G52 4UBSubject: Formal Complaint Regarding Poor Service – OG12 CBSDear Sir/Madam,I am writing to express my disappointment and dissatisfaction with the service I recently received at Lookers Audi on 17/03/2026. As a loyal Audi customer, I have always held your brand in high regard, but my recent experience has left me feeling frustrated and let down.The issues I encountered are as follows:The car was booked in for a service using the Service Plan and I reported a brake light faulty to be investigated.I was advised that the highly trained technician had spent over 2.5 hours on the car using the latest diagnostic tools and I would have to spend £750 on a part (BCM) then a further £750 on labour costs to resolve the brake light issue.All these errors relate to the fault with the brake light that I highlighted on arrival.No cruise control.No lane assist.No traction control.No start / stop function.No park assist.On collecting the car following the service I was then advised that I had to pay £360 for the diagnostics and time for the highly trained technician had reportedly spent on the car.I refused as I wasn't willing to pay for two faults as all the other faults are related to the initial fault I reported. The customer service agent (Calum) then spoke with the Service Manager, and they agreed to reduce it to £180. Not that I was happy about paying for this as the fault hadn't been identified correctly or repaired.So, after booking it into Audi Glasgow to be resolved I left with the car with the same fault and a grossly exaggerated repair bill that a highly trained technician diagnosed with the latest diagnostics technology.For Glasgow Audi to report to me that I must spend over £1500 to have the issue repaired and then £180 -£360 for them to review fault is completely unacceptable.Further investigation since the car was collected all faults have been resolved by replacing a 7.5 amp fuse in the main fuse box at a cost of 56pMy expectation is that I have a FULL refund on the £180 I paid to Audi to diagnose.This experience has not only caused me inconvenience but has also shaken my confidence in the level of service I can expect from Audi. I chose Audi because of its reputation for excellence, and this recent experience does not align with the high standards I associate with your brand.I kindly request that you investigate this matter and provide an explanation for the poor service I received. Additionally, I would appreciate it if you could outline the steps you will take to ensure that such incidents do not occur in the future.I trust that you will treat this matter with the seriousness it deserves and look forward to your prompt response. You can reach me at 07543114001 or kieranboyle007@gmail.com should you require any further details regarding my experience.Thank you for your attention to this matter.Yours faithfully,Mr Boyle

Dear Sir/Madam,I am writing to formally raise a complaint regarding the handling of my vehicle during its recent visit to your Glasgow site for a recall and subsequent inspection.On Tuesday 21st April, my car was booked in for a standard recall relating to the airbag gas cylinder. During this visit, an Audi health check was carried out, which identified several issues. I requested that an MOT be completed; however, this was refused on the basis that the boot was allegedly not functioning. I disputed this at the time, explaining that the boot was working correctly, but this was dismissed by your staff member, Scott.When my father attended to collect the vehicle on Thursday 23rd April, the situation had significantly worsened. The clutch had completely failed, rendering the car undriveable. Scott informed me that the vehicle would now be treated as a breakdown case and placed at the back of the queue, with an estimated delay of 14 days. He explained that if the clutch hadn’t been mentioned in the health report that we would be having a very different conversation.On the evening of Thursday 23rd April, I attended the site personally and demonstrated in front of Scott that the boot was, in fact, working correctly. I then requested to speak with a manager. David, the Service Manager, attended, confirmed that the boot was operational, and apologised for the error. He assured me that efforts would be made to resolve the situation promptly. I also highlighted that I had been quoted £344 for a repair of the alleged faulty boot - that was clearly unnecessary, which I find deeply concerning.Following this, I received no communication for four days. On Monday 27th April, I made multiple attempts to contact both Scott and David by phone, without success. I eventually received an email from Scott stating that they were still working on pricing and querying whether the car had been involved in an accident. I confirmed that I have owned the vehicle for 18 months. Was the sole driver and that it has not been in any accident.In that same correspondence, I was informed of several serious issues reportedly identified by the technician:• Clutch pedal stuck to the floor due to a failed slave cylinder and brake fluid leak,• Contamination of clutch and flywheel, requiring gearbox removal,• Engine cooling fan insecure and hanging down• Evidence of a coolant leak at the radiator,Given that a comprehensive health check was carried out prior to these findings, I find it unacceptable that such significant faults—particularly the cooling fan issue and coolant leak—were not identified or reported at that stage.Furthermore, I was advised that had the clutch issue not been noted as “working with issues” in the health check, the situation would be viewed very differently. I would argue that the failure to report the cooling fan and radiator leak represents precisely that “different conversation.”To summarise, my vehicle was delivered to your site in perfect working condition with no operational issues. It is now undriveable and subject to multiple serious faults that were either not identified during your inspection or arose while the vehicle was in your care. Additionally, the level of communication throughout this process has been extremely poor.I am extremely disappointed with the service I have received. I entrusted my vehicle to what I expected would be a professional and high-standard service provider, and this experience has fallen far short of that expectation.Myself and wife have only driven Audi vehicles and have for the last 20 years, this whole experience dealing with your garage has been extremely disappointing.I request:• A full explanation of how these issues were not identified during the initial health check.• Clarification on how the vehicle’s condition deteriorated while in your care.• A detailed timeline of events and work carried out on my vehicle.• A resolution to rectify the situation, including any necessary repairs - I use this car daily for work and so far have been without it for 7 days. This situation cannot drag on any longer.I look forward to your prompt response.Gavin Espie.Kind regards,Gav EspiePro Saturation Diver-3.2u-DMT+44(0)7540975015gavin.espie@gmail.comwww.linkedin.com/in/gavinespie

Dear Sir/Madam,I am writing to raise a formal complaint regarding the handling of a safety recall on my Audi TT.My vehicle is currently subject to an outstanding recall relating to the driver airbag, which has been identified as posing a risk of serious or potentially fatal injury in the event of deployment. This issue is not only a significant safety concern but is also preventing me from proceeding with the sale of the vehicle.Upon contacting Audi Glasgow, I was advised to book the vehicle in for the recall repair. However, I was given an initial waiting time of approximately one month. Despite arranging this, I have now been informed that the appointment will be delayed further, resulting in a total waiting period of around two and a half months.Given the serious nature of this safety recall, I find this delay unacceptable. A defect involving a potentially dangerous airbag should be treated as a priority, and it is concerning that customers are expected to wait such an extended period for a resolution.The ongoing delay is now causing both frustration and financial implications, as I have already arranged time off work in anticipation of the repair and am currently unable to sell the vehicle.I would appreciate your urgent attention to this matter and request that you provide an earlier appointment date as soon as possible.I look forward to your prompt response.Please understand I am a fully qualified vehicle technician with 20 years experience, I know it takes 10 minutes to fit this airbag so why is the lead time so poor ....

Overall service was very good. Only issue was I did not get a call back to my initial call and had to call back. Other than that the on site service was excellent.