The sales people were very helpful, knowledgeable and patient

We had a really good experience, there was a mistake due to the systems and we lost out on a car but the guys acted quickly and resolved the situation. We picked up a new car which so far we are happy with.

I took my Audi Q5 in for an MOT. I was informed that it would not pass the MOT unless certain work was carried out. This included replacing a rear reflector and front brake shoes and discs. I disputed the reflector as you had passed it on previous MOT's but I was assured it would not pass.. After I had paid for the reflector, discs, brake pads and parts and labour I received a video within minutes of leaving which said that contrary to what I had been told the reflector did not need to be replaced and the brake discs were worn but not excessively and would have passed the MOT. So I spent approximately £600 to £700 on work you said needed to be done to pass the MOT which did not need doing. I phoned this morning (there was a gap from when the MOT was done as I was in hospital ) to speak to the service manager and explained briefly the complaint and was told someone would ring back. I queried as to when and was told this afternoon and my number was noted. I have had no call. I wanted to give you the opportunity to put this right before taking it further.

called received the day after he picked it up. Dealing with one of the service advisors, warranty on it.April last yer the warranty company advised to go back to branch, traction light comes on and it looses all power. Has now been in on numerous occasions since Jan 2024.

Dear Vehicle Complaints,Please find attached our formal letter of complaint regarding the purchase of an Audi Q5 Vorsprung, registration RJ20 BZD, from Audi Guildford on 21 March 2026.The attached letter was sent to Audi UK on 6 April 2026 and we have now been advised that, as you are legally responsible for Guildford Audi, you should also be involved in the process. We request that you liaise with Audi UK on their investigation and work with them to resolve the issues raised. Audi UK's complaint reference is 06685469.The vehicle was advertised on the Guildford Audi website as an Audi Approved vehicle (screengrabs attached) but was not prepared nor provided to us with the expected Audi Approved Warranty. The salesman up sold an RAC warranty with false promises and neglected to discuss the Audi Approved Warranty.We would appreciate you reviewing the attached letter with its accompanying photos and acknowledge our complaint within 48 hours, and provide a full response within 7 days with your proposed resolution.While the vehicle itself is exactly what we were hoping for, our experience since purchase has been disappointing, particularly in relation to communication, unresolved issues, and the handling of a fault that arose shortly after delivery.To be clear, we are preparing to exercise our 30-day short term right to reject the vehicle under the Consumer Rights Act 2015 and seek a full refund of the transaction, including the value of the vehicle we part exchanged. Whilst you consider this complaint our rights to reject are paused to prevent delays exhausting the rights afforded under the Consumer Rights Act 2015.For further clarity, since submitting this complaint to Audi UK we have received the personalised number plates from Guildford Audi.Please see also see attachmentsKind regardsDavid and Emma Wilson

Advertising a car that was never available. That car was still being advertised the last time that I looked.

Dear Sir/Madam,I am writing to formally complain about the failure to implement the service plan that was sold to us at the time of my vehicle purchase.When we purchased our latest Audi from Lookers Guildford, we were convinced by the salesperson (Murray Syme) that a brand-new car was the best deal possible for us.He made it very clear that all new cars come with a service plan, that we just needed to select the one that suited us better, and that the cost was included in our monthly payments.I signed documentation confirming this (please see the attached document), and we entered into the sales contract on the understanding that this plan would be in place.However, when my vehicle recently required its first service, I was presented with a bill of over £600.Assuming this was a simple misunderstanding, I went back and forth with VW Finance and Guidford Audi. I was told I would receive a callback from a manager to resolve the issue.No call was ever given when requested and promised over two different dates.When I arrived for my car service and showed the accompanying documents. The dealership, however, said a service plan was never put in place and that they had no paper trail of any request.This was alarming as the copy I have attached to my documents from Audi is a photocopy, and I assumed they would have the original, which they did not.Although I raised this issue with your dealership, they told me that, as they had no record and "technically we hadn’t been paying for one", they would not honour the agreement.We entered a deal with Audi based on what was sold to us by a Guildford employee, and to not have this honoured is very worrying. We have had several cars from this dealership, and there is no way I would have left without the assurance that the service plan was in place.The only way the salesperson at my recent appointment (Mo Rahman) would authorise my service was with a 50% reduction. He said this was all he was able to do. I paid this upfront because I needed my vehicle returned, but made it clear that I was not happy with the outcome and informed the service team that I would be filing a formal complaint.Jack Webb-Mundy, the service team member, agreed with me and urged me to take further action.Either I was sold misinformation from the original salesperson, making the whole contract based on falsehoods, or they never completed the relevant paperwork. Either way, as a result, I am now out of pocket.I would like the service plan we were promised and sold put in place for the remainder of the term and I would also like a refund for the overpayment on the service I was just charged for.This situation represents a clear failure to deliver what was agreed at the point of sale, and I expect it to be rectified promptly.Online link to Signed Service Document: https://1drv.ms/i/c/7441eb626f2750f9/IQAleOsDEqiXS6v81iyRLYDDATmeZi3aTW1rbhH6pouKsLQ?e=jqLYHNOnline Link to Purchase Receipt with details of sales rep: https://1drv.ms/i/c/7441eb626f2750f9/IQAhPOwHix2DQ4m0ODFM8dEgAZ3NICeqtxeRwZYyZxnelyU?e=mnpKe9Your Sincercly,

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