My car requires two services in one year, 5 months apart. I have a service plan but it does not cover all services required within its service period. It was not made clear to me when I was sold service plan in 2023 that my car would still require other services which are not covered under the service plan. Why oil change and inspection services and break fluid change need to be done at different times.

Dear Sir or Madam,I am writing to formally raise a complaint regarding the standard of service I have received from the Audi Lookers service department in Glasgow. My vehicle was booked in with them for what should have been a straightforward fault to diagnose and repair, but the handling of the matter has been both disappointing and unacceptable.After previously being booked in and going undiagnosed, my company car was taken in again on Friday 24th of October for assessment. I received an answer machine message late that day from Ainsleigh advising that the car was ready for collection; however, within the message I was also told that the vehicle would need to go back in once the part had been sourced. As it is a time-consuming journey for me to collect and drop the car off, I made the decision to leave the car on site and to contact the service team on Monday to ask to have the work completed at the earliest opportunity.Since then, I have experienced repeated delays and a complete lack of communication.I contacted the service department on Monday with my request and was told that Ainsleigh would return my call, but I never received a call. I called again on Tuesday, and I was informed by Ainsleigh that she would check with the workshop and call me back, but as it approached 5.25pm last night, I had still not received a call, so I got back in touch again. Ainsleigh informed me the part was on site and they had agreement from the company car leasing company, Zenith, to complete the work, and all that needed to be done was for it to be fitted today and I would be updated when it was. It is now late afternoon, and I have had no contact. I have again left a message to request Ainsleigh calls me back, but I have not received a call yet, and as it stands, at this late point in the day, I would be hard pushed to be able to make arrangements to collect the car today if it is ready.I am now going into day 5 without the car. This repeated failure to communicate, along with the delay in resolving what should have been a simple issue, has caused me considerable inconvenience and frustration. I appreciate that Zenith have had to give approval for the work to be completed, but the lack of communication has been truly awful. If it was the case, like it has been, that the repair including approval process would take this long, then this could have been communicated at a much earlier juncture and I would have had use of the car. I appreciate it was my decision to leave the car on site, but the complete lack of communication and response to my enquiries for some form of update is not in keeping with the higher standard of service and accountability I would expect from Lookers and associated with the Audi brand.I would appreciate it if you could investigate this matter urgently and ensure that:• I am provided with a clear update on the status of the vehicle and the work being carried out.• The issue is resolved promptly.• Appropriate steps are taken to address the poor level of communication I have experienced.I would be grateful if you could acknowledge receipt of this complaint and confirm when I can expect a formal response. I look forward to hearing from you.Yours faithfully,Raymond Sharp5 Miller WalkBishopbriggsGlasgowG64 1FF07946 409 147

Dear Audi,I have been a Long standing customer since 2011 / I had chosen to take your Audi service package last year August 2024 on the proviso that Audi would email or text me when my next service is due.This DID NOT OCCUR as I have found out today (whilst speaking to your Audi agent Elisha- she noted my email address had been taken down incorrectly!)The fallout from this could have been catastrophic as my service was due in August- it is now October and just by chance I checked my coolant level which is low and realised Audi were meant to call text or email me for my service!I want to complain officially about the lack of care of the person taking my email down and putting me on the Audi service plan. They did not double check and this could have led to my car having a major engine issue - I have now booked in my service (late due to fault of Audi) and if there are any issues in it that could have been prevented by having my service done in August then this MUST be taken into consideration and dealt with accordingly and NOT TO THE DETRIMENT OF ME THE CUSTOMER either financially or otherwise.I am truly disappointed in Audi and have been for a number of years now I keep my car as I love it. It is a true shame that Audi do not tend to listen to their customers as can be seen on your terrible trust pilot reviews!I have had to complain before to Audi regarding an engine major fault issue - I find myself once again having to complain!Please respond to me regarding the above.RegardsMiss Fenella PoleCompany Director / FAIHL (Glasgow) Ltd t/a The Insurance Helpline54a Balshagray DriveGlasgow, G11 7DAScotland, UK0141 248 9787 office07977489368 mobilewww.theinsurancehelpline.org.uk

Morgen was very helpful and informative

Great customer service and very efficient

Was contacted quickly, a test drive was offered and accepted, the car was ready when I arrived and I had an unaccompanied test drive

I never felt pressurised,the salesperson was very knowledgeable and explained things in an easy to understand way.

Morven very helpful. Service over and above.

I miss fuelled my car on 19th May 2025. It wasn't until I was driving home that the warning lights flashed, and the car became sluggish. I was on the motorway and as soon as I became aware I took the vehicle to my local Audi dealership which at this point was less than 1 mile away. The maximum mileage driven was 8.5 miles.I booked my car in with the service department at Glasgow Audi to inspect the damage and advise on the remedial work required thereafter. The car was in the workshop for 9 days until I collected it on 28th May 2025, paying £765.14 for the work carried out. My invoice notes the spark plugs were replace and the fuel tank drained. The tank was then topped up with 10 litres of fuel, but the car struggled to start but then started and erased all faults. A full tank of fuel was put in before it was road tested. The dealership asked for permission to allow one of their engineers to drive the car over a weekend to ensure they were happy there were no faults, to which I agreed. Aftercare advice was to run the fuel down to a 25 mile radius before filling the tank back up. I ran the car to approx. 15 miles before refuelling on 3rd June 2025.I drove the car from 28th May 25 under normal conditions until 11th Jun 2025 when on returning from work the car began to judder. I was on lane 3 of the motorway driving at 60 miles per hour when the warning lights came back on, which was extremely scary and I was fearful that I would be involved in an accident colliding with other road users. I contacted the workshop and was advised to bring the vehicle back in. I took the vehicle back to the dealership on 12th Jun 2025 where it remained until I received a call on 3rd Jul 2025. The service advisor told me the car now needed a whole new engine at the cost of approx. £20,000. I challenged this as I paid for a repair, received after care advice and continued to drive the vehicle thereafter. In addition, my invoice specifically details that all faults were erased. This was disregarded and the advisor mentioned the car needs a new engine due to the original miss fuel. I attended the dealership on Friday 4th July 2025 with my daughter and spoke with the service advisor and her supervisor in person. We were unable to come to an agreement. During the meeting the service advisor mentioned that they could have stripped the engine and was specific that this could have taken up to 15 hours. I challenged why this wasn’t done but no reasonable response was given.I requested the dealership put in writing their position and advised that I would be seeking legal advice as my position is that the original repair lacked due care and skill. I receive a text message on leaving the premises asking me to email Stephen Cane, which I did on 5th Jul 2025. I received an email from Stephen with an estimate for the new engine now quoted at £21,049.32.I contacted the lease company and advised my finance company, VWFS, who own the vehicle to make them aware of the situation. It is my position that the initial repair was not carried out with due care and skill and continuing to drive the vehicle has compounded any issue that was present at the time of the original service booking. I would reiterate that the after sales advise was followed.I am shocked that a repair can be carried out by an authorised dealership and after care advice followed yet this can escalate to my vehicle needing such extensive repair work, which I cannot afford. As noted above, the invoice details all faults were erased, which then makes me question if there is a fundamental fault with the vehicle. Either way, I don't feel that I should be liable for these costs as my vehicle was returned to me on the belief that the original miss fuelling resolved.I have recently had an independent vehicle inspection carried out that concluded 'In the inspector’s professional opinion, the original repair carried out by Glasgow Audi was not conductedthoroughly or to the appropriate technical standard. Specifically, the omission of fuel injector replacement following a misfuelling event directly contributed to the progressive internal damage observed. Had the manufacturer-recommended repair procedure been fully implemented at the time of the initial incident, the subsequent piston failure and engine damage would have been avoided. Furthermore, by returning the vehicle to the customer and allowing continued operation with a compromised injector, the existing issue was compounded over time, ultimately leading to catastrophic engine failure and the requirement for complete engine replacement.'I have only became aware of how to register a complaint with Lookers during a telephone call from Graham Fairley who contacted me as my lease is due to expire in 6 months time. He advised me to log my complaint via this platform and I would appreciate if this could be investigate.I have forwarded the Independent Vehicle Inspection Report to my Motor Legal Protection advisor and am waiting on a response.

Good one on one communication