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

My enquiry was handled extremely poorly. Initial enquiry was passed into Gary Conn. At the time of phoning I pass all my questions over only to be asked the same questions all over again! Pushy salesperson and no information whatsoever re the vehicle coming back. Apparently it was needing a new heater but they couldn’t tell me what for. Kept asking for a deposit for a broken car! Then when I said you are telling me to put a deposit down on a lemon car he hanged the phone up in me! Post show all around.

I attended Lookers Audi Glasgow on Saturday 7th March and purchased a new car that I look forward to collecting on Thursday.Mick Riley was the sales representative that dealt with me and I couldn't speak more highly of him. He was able to answer all my questions and talk me through the additional products to allow me to make an informed decision. He knew when to back off to provide time to look at the cars and some thinking space, but was always there to help out.I also had my 6 year old with me, who was low in patience. Mick included him in the discussions, which meant he was also engaged and happy throughout the process. Not an easy feat.It's great service that really sticks with a customer and leads to repeat custom in the future. With that being said, my wife has already started to show in interest in an Audi based on Mick's service and I feel it's only right for me to leave this review to say thank you to him.Keep up the good work Mick and keep being you.

Good company just a bit expensive

I have previously emailed to complain about the squeaking of the breaks on the car I bought through pcp in November, SD23 BAU. The car was booked in to Hamilton Audi to get the breaks checked in January and the are still making the same noise, along with a jolt when breaking. The car was also brought to Hillington and checked by a mechanic. The problem still persists and no one is contacting me to resolve the issue.

I have dealt with Gillian Johnston for several years, she has always given fantastic service, she knows what I like and therefore always includes the information, vehicle specification that is best suited to me. When I have had issues she has always been there to assist and get things sorted.She regularly keeps in touch, lets me know of any special offers that are coming up, she always gives me the opportunity to view and drive new models or upgraded models of the vehicles that I am currently driving. She has the perfect balance of professionalism yet friendly which is a very difficult skill to achieve.

Good afternoon,I am writing to make a formal complaint regarding a vehicle I purchased from Audi Glasgow on 19/12/2025.At the time of purchase, I was informed that the vehicle did not have a spare key as it had been misplaced by a member of staff who had been using the car. I was assured that a replacement key would be provided to me as soon as possible.It has now been over two months since I purchased the vehicle. I have only recently been contacted to arrange an appointment to have the replacement key programmed. I have been advised that I would need to leave the vehicle with you for several hours in order for this to be completed.I have secured a date for the vehicle to go in on 24th March. However, I have been informed that a courtesy or rental vehicle cannot be provided until 14th May, which is almost an additional two months. I find this entirely unreasonable given the circumstances and the length of time this issue has already been outstanding.I have recently welcomed a newborn child and, at this time, I cannot be without a vehicle for an extended period. This situation has already gone on far longer than initially promised, and I am disappointed with the continued delay and inconvenience caused.I would appreciate urgent clarification on what alternative arrangements can be made to resolve this matter promptly and without further disruption.I look forward to your response.Kind regards,Garry Walker