Dear Lookers Customer Service and Complaint Resolution Team,I am writing to raise a formal complaint regarding my vehicle purchase from Guildford Audi (Lookers Colborne Limited) on 08 March 2025, under Order Number 7911236.At the point of sale, I purchased a 24-month Assurant Premium Warranty (£624.17). However, I was not informed at the time of purchase that this warranty is restricted to use only at the supplying dealership. This is a significant limitation which was not disclosed to me and has only become apparent when I attempted to use the warranty locally.It is particularly concerning that the salesperson was aware that I am not based near Guildford, yet failed to highlight that I would need to travel approximately 2 hours each way to access any warranty support. This omission is misleading and, in my view, constitutes misrepresentation and mis-selling.Under the Consumer Rights Act 2015, any information provided (or omitted) that influences a consumer’s decision forms part of the contract. The failure to disclose such a key restriction has materially affected my ability to use the warranty, meaning it is not as described or reasonably fit for purpose.In addition, the vehicle has developed faults shortly after purchase, despite having relatively low mileage:* 12V battery failure, requiring roadside assistance to restart the vehicle* Driver-side heating/AC control fault, where I am unable to increase the temperature, only turn it down.At approximately 30,000 miles, I would reasonably expect significantly better reliability from an Audi hybrid. These issues raise concerns as to whether the vehicle meets the standard of satisfactory quality and durability required under the Consumer Rights Act 2015.I also refer to your contractual obligation outlined in the Vehicle Order Agreement, which confirms that you are under a legal duty to supply goods that conform to the contract. Based on the above, I do not believe this standard has been met.Given the circumstances, I request that Lookers take immediate steps to resolve this matter. I am seeking:1. Repair or replacement of the 12V battery at no cost to myself2. Repair of the heating/AC control fault3. A fair resolution regarding the warranty, specifically either:* Authorisation for repairs to be carried out at my local Audi dealership, or* Partial reimbursement/compensation for the mis-sold warrantyPlease treat this as a formal complaint under your complaints procedure, as referenced in your terms and conditions.If I do not receive a satisfactory response within 14 days, I will escalate this matter further, including to:* The Motor Ombudsman (of which Lookers is a member)* The Financial Ombudsman Service, if applicable to the warranty sale* Seeking independent legal advice regarding misrepresentation and breach of statutory rightsI look forward to your prompt response and a resolution to this matter.

Service on site was good, but told we could only test drive the Q3 on a Sat when Thursday is best for us. I have since sent 2 emails with no reply.

George was excellent, a real privilege to meet such I nice young man

I've been dealing with Dan Deller at Guildford about a new replacement Q3, as mine is coming to the end of the lease. Dan is very knowlegeable about the products and finance options, and explains everything clearly and thoroughly, and has a good manner to deal with.

My point of contact was Grant who was very helpful and patient with the enquiry and also very knowledgeable

Generally a great experience - sometimes sluggish response

I am aware that, if a motor finance arrangement had certain features, a failure to properly disclose them to the borrower is likely to have been unfair

I had phoned discussed and booked this appointment specifically to test drive a Q6 e-tron. Unfortunately, the experience was extremely disappointing from start to finish.Upon arrival, I was left waiting for approximately 20 minutes before anyone to see me. I was then informed that the relevant Sales Executive would be a further 20 minutes. As I was not prepared to wait that long, I was told that someone else would assist me sooner.When another representative eventually saw us, they spent around 10 minutes determining that there were no e vehicles available to test drive at all. This is despite my appointment being pre-booked and confirmed in advance for that exact purpose.I drove 1hr 10 minutes to get there and back, this appointment took up a significant portion of my Saturday. As someone who works full-time during the week, this time is extremely valuable.What is most frustrating is that this situation should have been entirely avoidable. If no vehicles were available, I should have been informed prior to attending. Instead, I experienced long delays and ultimately left without even being able to test drive the vehicle.

Had a great experience at Audi Guildford—Naeem was incredibly helpful, friendly, and professional throughout. Made the whole process smooth and enjoyable. Highly recommend!

As always personal service, all my quire's answered and a selection of used cars to choose from with no pressure to buy. I can always rely on Lookers Audi.