Dear Audi, Lookers,A recent visit to Audi Glasgow for repair of a charging fault, where I returned home with my car displaying the same fault I presented with, has left me extremely dissatisfied with the service received, and the disbelief that the fault in my car was replicated at the garage. Additionally I believe that an expensive part was replaced that didn’t need to be.I have outlined my experience in the attached file, and a video showing that my car displaying the fault on return from the garage. I do not believe a faulty cable was a secondary issue. I’ve had a ‘computer says’ response and I believe a reputable mechanic would have come to a very different conclusion.This experience has been quite upsetting, and as a result I plan to hand my Audi back next year and am unlikely to consider purchasing another Audi or indeed purchasing from Lookers.I believe I continue to hold a service plan for my car. I’d appreciate if you could let me know when this ends, and if it is still continuing in September when my car is due it’s MOT, what garages I can use other than Audi Glasgow.Kind RegardsGillian LiddellSent from my iPhoneBegin forwarded message:From: Gillian LiddellDate: 24 March 2026 at 11:33:05 GMTTo: Stephen CaneSubject: Re: GL10 ELL Feedback on Recent RepairHi Stephen,I find it very difficult to believe that the fault was replicated using a functional cable, when I took the car home with the same fault still evident. At the very least I should have been advised that my cable was faulty.Please can you send me the details to allow me to make a formal complaint.RegardsGillianSent from my iPhoneOn 24 Mar 2026, at 09:59, Stephen Canewrote:Good Morning GillianI am sorry to hear that you have had these issues with your car.I understand your concern and why you believe the fault was your cable the whole time, however our technician was able to replicate your reported fault with our own charging cable which we know to be fully functional.We are obligated to be fair and reasonable when carrying out any work on our customers' vehicles and in this instance the technician has followed the correct pathway that we would do for all customer complaints, which is a brand process and is mandatory for warranty purposes.Our technician has confirmed the fault, ran the diagnostic protocol to get fault codes and then followed the steps through the diagnostic computer that resulted in the part being deemed as faulty and requiring replaced.Once the technician replaced the part, the technician carried out the same function test and confirmed the fault to be rectified.I appreciate this may not the answer you are looking for, however if I can assist further please let me know.Kind RegardsStephenStephen CaneAftersales ManagerGlasgow Audi520 Hillington Road, Hillington Park | Glasgow | G52 4UBT: 0141 565 6300lookers.co.uk/audiFrom: Gillian LiddellSent: 19 March 2026 09:42To: Colin WatersCc: Lewis KnoxSubject: Re: GL10 ELL Feedback on Recent RepairExternal Sender: Confirm legitimacy before acting.Colin,Note that the AC issue was a minor blip caused by an app update, and I advised Emma of this prior to bringing my car in for diagnostic and this was removed from the job.While the work on my car was ongoing, Emma called me to tell me that the technician struggled to replicate the fault and had tried to do so by setting and unsetting timers. They have clearly gone with the stored fault description when diagnosing the fault which I understand is a general code when there is a charging fault.I discussed this with a reputable mechanic yesterday afternoon when delivering my husband’s car for a service. He advised that both the low voltage charger and the high voltage charger go through the same component, and the fact that I had advised that the car was charging on the low voltage charger should have made the technicians question if the high voltage cable was broken.He also advised that the fault you have attached would be stored on the car’s memory from a faulty cable.The cable is quite clearly not a secondary issue and I would like this escalated please.Regards, GilluanSent from my iPhoneOn 19 Mar 2026, at 09:12, Colin Waterswrote:Hi Ms Liddell,I’ve looked through and confirmed the car was booked for the below issue,Having run the guided fault finding we have confirmed the fault was stored with the vehicle charging unit for the high voltage battery, Which the test plan stated required replaced(please see below confirmation from the test plan from your vehicle confirming defective)Once we have replaced the part, coded to the car and retested the fault is no longer faults present in the car, We would then charge/confirm with our workshop charging cable, Confirming there is now no fault with your vehicle.Looks like you could have had a secondary issue with your charging cable, Which we wouldn’t have checked, used or tested as the faults with your vehicle were stored for the high voltage battery.Kind RegardsColin WatersService SupervisorGlasgow Audi520 Hillington Road, Hillington Park | Glasgow | G52 4UBT: 0141 565 6300lookers.co.uk/audiFrom: Gillian LiddellSent: 19 March 2026 08:53To: Lewis Knox; Emma ConwaySubject: GL10 ELL Feedback on Recent RepairExternal Sender: Confirm legitimacy before acting.Lewis, Emma,I hope you’re well.Please find attached some feedback which includes a request for a refund of costs paid following an incorrect fault diagnosis.I’ve also attached a video showing the fault recurring on returning home on Monday the 16th. Conscious this may not come through to you due to the size of the file.I’d appreciate if you could escalate this appropriately.ThanksGillianThis email message and any documents accompanying it are private and confidential and may be legally privileged. They are for use by the addressee only. If you are not the intended recipient, any unauthorised use, disclosure, copying, distribution or dissemination is strictly prohibited. If you receive this email in error please contact GDPRHelp@lookers.co.uk and delete the message immediately. For information about how we process personal data please see our Privacy Notice at: www.lookers.co.uk/privacy-notice . Internet communications are not always secure and therefore neither Lookers Motor Group Limited nor any affiliated entity (“we”) accept legal responsibility for changes made to this message after it was sent. The recipient is responsible for verifying its authenticity before acting on the contents. Where the content of this email is personal or otherwise unconnected with our business, we do not accept responsibility or liability for such content. Whilst all reasonable care has been taken to avoid the transmission of viruses, it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its systems or data. No responsibility is accepted by us in this regard and the recipient should carry out such virus and other checks as it considers appropriate. Lookers Motor Group Limited (Company No. 143470) is a subsidiary of Lookers Limited, (Company No. 111876). Lookers Motor Group Limited is authorised and regulated by the FCA for credit broking and insurance distribution activities. FRN 309424. It is registered in England and Wales with registered office at Lookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GU; VAT Registration No: GB 405 9783 29.

This complaint has been ongoing since I received the vehicle. I was advised by Audi Customer Services that the matter had been escalated beyond Ian Struthers and that I would receive a response within two weeks. It has now been three weeks, and despite contacting the email address provided on two occasions, I have received no reply.I felt it was appropriate to raise this here so the relevant parties are aware and I can hopefully receive a response.

Dear Derek,I am writing to you as an owner of an Audi Q3 TFSI e (registration SA72 OML), which I purchased from the Lookers Audi Hillington branch in August 2023, to highlight some serious customer service and aftercare issues you have within your business franchise.Up until now I have been delighted with my vehicle and the care and ease of booking the car in to having it serviced which I have done religiously with Audi Glasgow since my purchase. In fact, I spoke with 2 very helpful colleagues of yours Elliot and Graham recently about the possibility of purchasing a new model when my existing agreement expires. I thoroughly enjoy my Q3, however following an interaction with your colleagues today I am going to reconsider what I do next in terms of my next purchase. Let me run you through the timeline of what has happened.I had a service and MOT done through Audi Glasgow on 29th October 2025, and it passed with flying colours.In mid-February I received an alert in my car and on my Audi app about the car requiring a service. I went online and requested a call back about what type of service I would require. My car at the time was just shy of 39,500 miles. I didn’t hear anything back until a week later I noticed an email stating I was booked in for a service on 28th February. I hadn’t booked this, been consulted about what was required, or confirmed a date for service, so I naturally queried this. I didn’t hear anything back, until Thursday 26th February when I received a phone call to confirm I was bringing the car into have its service. I explained to the person from the service department I hadn’t made a booking and wanted a consultation on what was required, and also I would not be available on 28th. The appointment, I hadn’t booked, was cancelled, and I explained I would contact Audi about booking the car in. It was explained to me by the service department that availability was good.Roll forward to Sunday 22nd March. I was returning from a visit to Manchester and received an alert message stating there was a gear box issue and that I should stop and pull over safely. This was also after an alert regarding the “Audi Pre Sense” system not working. I was able to get home, and this morning I contacted Audi Glasgow Hillington about booking my car in for a service and to review the issue, as I believe after having done some research the Audi S-Tronic mechatronic unit is something that is highlighted as a common failure.I spoke with a colleague of yours Olivia (at, I believe, the central reservations centre) who informed me I would not be able to book my car in for a diagnostic check (at £180) until 22nd April, which means I will be without a car for a month. The only solution, which I suggested, was one of taking my car to Audi Hillington and leaving it on the forecourt and hoping for a cancellation – truly unbelievable! I understand this as my only option and will be leaving the car and keys with your team over the next couple of days. There are however I have a few issues I would like you to address:- My car is only 3 years and 4 months old, has just done 40,000 miles and was passed and serviced at 37,917 miles. How is it possible with a brand such as Audi there could be such a catastrophic failure so close to a service having been completed?- What provisions do you have in place for existing customers who have had a breakdown for a recently serviced car?- This issue has occurred less than 4 months after the warranty has expired. Is this usual for Audis? What will the franchise do for me as a customer with regards to the cost of repair bearing in mind this is apparently a common issue and has not been checked?- In terms of customer service do you think the availability of diagnostic checks and servicing for failures for existing customers should be prioritised, or is waiting a month for this acceptable?- No solutions or understanding of the issue were provided other than the ones I suggested.I am now in a position with no car I can drive, young children who depend on me and vulnerable parents (who live in Manchester), who require my support. I asked about a courtesy car and was told none of these were available until June. I would like to remain a customer of Audi and I am looking to you to assist me with a resolution which will reinstate the experience I have had with your colleagues up until now and keep me as an Audi/Lookers customer.I look forward to hearing from you.Many thanksGreg Cherrygreg.cherry@qdevents.co.uk

Never actually received a response. Provided a simple query that was looking for the deposit levels required to get monthly payments to a level I was happy with and nobody bothered to give me it. Dont know why they've taken that approach to sales but fair play if its what makes them successful

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.