John Murray was extremely helpful as always but on this occasion the car we looked at and having given it some thought wasn’t just right at this moment in time,but will always contact John should that change

Dear Complaints Team,Re: Audi financed through Volkswagen Financial Services – Formal ComplaintI am writing to raise a formal complaint regarding my PCP agreement and the ongoing issues I have experienced with my Audi since purchasing it in September 2024.From the outset, the vehicle has failed to meet the standard I reasonably expected. Shortly after taking delivery, it had to return to the dealership to rectify paint defects and interior quality issues.Unfortunately, this was only the beginning of a series of problems.In February 2026, the vehicle developed a much more serious fault relating to the fuel injector. I was advised that the vehicle could potentially cut out at any time. Given the nature of the fault, I was extremely concerned about the safety and reliability of the vehicle. Despite this, the repair was not completed until the end of March 2026, leaving me without confidence in the vehicle and causing significant inconvenience.During this repair I became dissatisfied with the level of customer service I received. I asked for my concerns to be escalated to the dealership manager, as I had experienced issues regarding communication and the provision of a courtesy vehicle. I have retained text messages confirming that my complaint had been passed to management and, later that day, the dealership apologised for the “let down” I had experienced during my visits. Despite this acknowledgement, I never received any meaningful follow-up and the issues I raised have continued.I am now experiencing further faults with the vehicle, including the air conditioning and child-lock system. When I contacted Audi to arrange repairs, I was informed that the earliest available appointment for diagnosis is October 2026.In addition, I booked my annual service in June 2026, yet the earliest available appointment was not until September 2026 due to a lack of availability. I have also now been prompted to arrange the MOT while still being unable to have the existing faults diagnosed beforehand.My extended warranty expires in September 2026, yet Audi have advised that they cannot confirm whether the current faults will be covered until the vehicle has first been diagnosed. I have been told to contact Volkswagen Financial Services regarding the position. I find this particularly concerning, as the delays are entirely outside my control.Throughout my ownership, there has been a recurring pattern of defects, lengthy delays in repairs and excessive waiting times for servicing and diagnosis. In my opinion, waiting three to four months simply to diagnose faults is not a reasonable standard of aftercare for a premium vehicle financed under a PCP agreement.As matters stand, I have approximately £18,800 outstanding on my finance agreement, while the vehicle has been valued at around £15,000, leaving me with significant negative equity should I wish to end the agreement. Given the ongoing issues and the repeated delays in repairing and maintaining the vehicle, I have lost confidence in both the vehicle and the level of aftersales support available to me.I would therefore ask Volkswagen Financial Services to investigate this matter and consider whether it is fair for me to remain bound by this agreement in these circumstances.Specifically, I ask that you:• Investigate the history of faults, repairs and delays throughout my ownership.• Confirm that the current faults will be covered under warranty as they were reported before the warranty expiry date.• Explain why delays of several months for diagnosis and repair are considered a reasonable level of service.• Consider whether an appropriate resolution can be reached, including an early exit from the agreement or another fair settlement, without requiring me to bear the full financial shortfall.• Confirm whether repairs can be authorised through another Audi Centre with significantly shorter waiting times.I have retained copies of booking confirmations and text message correspondence with the dealership, which demonstrate both the history of the vehicle and my previous attempts to resolve these issues.I hope we can reach a fair resolution. However, if we are unable to do so, I will have no option but to refer my complaint to the Financial Ombudsman Service for independent consideration.I look forward to your response. Additionally I have logged this complaint with VWFS online.Yours faithfully,Aileen McGarrity

I collected an Audi Q2 on the 30th of June.Before I even arrived home, there was a clinking noise coming from the front drivers side. This caused me to look around the car and I noticed that the car had not actually been cleaned. There is finger prints, dog treats, make up products, sticky marks and stains on the seats - however, it had been vacuumed and absolutely caked in freshener.I contacted the salesman that evening to report the above (I attached a video and photos) and received an apology, that he would get someone to look into the clinking noise and that the valet was unacceptable, it would be sorted as soon as possible. I replied with my availability to bring the car back.I emailed at the end of the following day to follow up, was told there was no update and he'd chase it. On the 3rd, my partner called and was advised that the salesman was on holiday and he'd get in touch. On the 4th, I was told he had passed it on to a manager and that I would have an answer by Monday. Unsurprisingly, I heard nothing on Monday and my partner called a second time - he was told I could bring the car by to see what the issue is when I finished work one day and then bring it back another day for the repair and valet. Then, I should email my availability again, so I did. I advised that I don't have a lot of annual leave left and would struggle to get another early finish - so a courtesy car would be ideal.I received an email back to say apologies for the delay, and that the technicians finish at 5pm but he was 'keeping one back' to see what the issue is - this felt unfair given he received the videos a week prior to this.I called and asked to speak to a manager, was passed to a service manager who said he could book me in, but can't help with the courtesy car so he'd have to pass me back to a sales manager, but they'd get in touch that day. They didn't. I emailed a complaint to the salesman at this point, detailing that I was disappointed with the service and the communication - it was completely skimmed over.Instead I got a phone call from the salesman who said he had figured it out and I was to contact Audi Assist who would look at the car and tow it back to the garage, and I would then get a courtesy car in the meantime while they fixed the issue and cleaned the car. I was also advised that I would receive a bottle of champagne and fuel in the car as an apology for the inconvenience and time taken to resolve the issue.This didn't happen, I was advised there is a tyre weight inside the tyre and it was an easy fix but couldn't be done by the AA technician as he didn't have the appropriate equipment.I contacted the salesman once again, who said it was good it was safe to drive and there wasn't a rush to fix it. I offered to come in Friday and was told Saturdays are easier - it would take 20 minutes to fix and only half an hour to clean. Being at work, I said okay and ended the call.It would take me an hour round trip to the garage and supposedly only a 50 minute visit - so I contacted my local garage who offered to repair the tyre for free and I contacted the Hamilton branch to ask if I could just get the car valeted myself and send an invoice, they could keep the champagne and fuel. I didn't want to take the car back to the branch after being told it would only take 30 minutes to clean, it definitely wouldn't.When I called, I again asked to speak to a manager, and when asked my name, the receptionist said 'Oh, I know about this one', I apologised for the fact it has been a full saga and I'd like it to be resolved just as much as they do. I said I'll fix the technical issue myself, it just needs cleaned and I was calling to request to organise the valet myself', she said 'I'll go speak to him for you'. She came back and told me I can get the valet myself, up to the value of £50, and to email the receipt to the salesman. Again, I didn't get to speak to the salesman's manager.I'm not sure where they expect me to get a valet for the current state of the car for £50 - this also feels like an insult considering the amount of hassle this has caused and the amount of time I have wasted to get this resolved. I like to think the champagne and fuel would have cost more than this, so feel like the least they could do is offer the cost of a full valet rather than the bare minimum.Only once have I been contacted first by the salesman, every other time I have had to chase this up or try to come up with my own resolutions.I'm so disappointed by the full experience and it isn't at all what I expected from a Lookers Audi Approved garage. The car clearly was not checked inside or out before I collected it and getting this rectified this was clearly at the bottom of the priority list. I'm happy to provide photos and screenshots of everything mentioned above.

The member of stuff was very helpful at Audi, would of given it a 5 but been waiting 46 hours to hear back from the finance company

Re: Audi Q8 N14CJFDear TeamI hope all is well.We have been dealing with a customer complaint from Mr Craig Fechmean regarding the service he received at Hamilton Audi and the lack of communication. He is now refusing to deal with Hamilton Audi and has asked that this be raised with you directly.As the concerns relate to the service provided by the centre, could you please reach out to Mr Fechmean on 07827 292332 to discuss his concerns.If you have any issues, please let me know.Please provide an update within the next 24 hours so I can move forward with the case.Please note this reference number is not authority to submit any goodwill claims. For any goodwill claims, please follow the correct process. You can find guidance on the Audi Hub (AU0126-20).I look forward to hearing from you soon.Kind regards

I enquired with Rory McLaughlin for an Audi A5, since then my finance was rejected on 08/06/2026, and since that date I asked him to return my deposit it £500. Since then I have had no contact with Rory, I emailed him mid June for an update, no answer. Then this week, I called twice for an update and was told he would call me back, he has not yet, and it has been more than a month and you still have my deposit. Since this is well over the 14day period as advised by FCA. I have advised FCA also of incident and they advised I get in touch via Lookers complaints. This was my first and most likely last experience with Lookers and couldn’t be more glad I did not get this vehicle as since then I have went to Arnold Clark who have been fantastic.

I am writing to make a formal complaint regarding the unacceptable handling of the warranty repair on my Audi Q7 - registration R31 EDR.My vehicle has now been with Hamilton Audi for 3 months. 3 weeks ago I had been told what is wrong with it - something that the AA roadside assistance technician had already identified on the day the vehicle broke down, 3 months ago. It is completely unacceptable that it has taken this long simply to confirm a diagnosis, with no meaningful progress made towards repairing and returning my vehicle.This delay has caused significant inconvenience and disruption to my family. My partner is heavily pregnant and due to give birth imminently, yet we have been left without our seven-seater family vehicle. To make matters worse, while my vehicle has been sitting in your workshop for 3 months, I received an automated email from Lookers Audi encouraging me to book my vehicle in for its next service at the Hamilton branch. I found this incredibly insensitive and frustrating. It demonstrates a complete lack of awareness of the situation. My vehicle is already in your possession, yet I am being invited to book it back in for servicing. It is difficult not to conclude that, because this is a warranty repair rather than customer-paid work, my vehicle has simply been pushed to the bottom of the priority list. The contrast between the apparent urgency to book in chargeable servicing and the lack of urgency in progressing my warranty repair speaks for itself.To provide further context, the vehicle was purchased outright in cash, and I was also persuaded to take out an extended warranty costing £1,100. Given this, I had a reasonable expectation that any warranty related repairs would be handled promptly and with a high level of priority and care. Unfortunately, the experience to date has fallen significantly short of that expectation.I have been patient throughout this process however, the communication has been consistently poor and we have repeatedly been left without clear updates or have been palmed off without meaningful progress. After more than 3 months without resolution, we have now run out of patience, and the level of service provided is unacceptable.I look forward to receiving your prompt response and a satisfactory resolution to this matter.

I visited Audi Hamilton on Sunday 28/6/26 as I'm looking to purchase an Audi A4 ,Upon arrival I walked around the pitch looking at cars for a good fifteen minutes, no salesman approached me to see if assistance was required even though they walked past us.We proceeded into the showroom and once again no salesman approached us although a couple appeared free at their desks eating lunch , gave it ten minutes and I approached a salesman to say what I was looking for an Audi A4 , I was told if you don't see one on the pitch, we haven't got one !I then asked for a price on my car and was told £19k or maybe £20k couldn't give me a figure as there wasn't a manager on site.We then left the branch and felt no one could really be bothered if we bought a car or not , not good at all.

My Audi A6 has been with the dealership since 10th March where initially the dealership were extremely helpful diagnosing and assisting with the circumstance I found myself in. My vehicle has an extremely bad water ingress issue where it seems the water is coming through the engine bay bulkhead. I inherited this issue when I purchased the vehicle on 1 December 2025 from Swansway motor group, Oldham. I had to have the seller dealership agree to pay for the repairs which was granted on 30th March 2026. I was told the work was a 5 hour job but that Lookers Hamilton Audi were extremely busy and I would need to wait around 3-4 weeks. I agreed to this and was happy to leave the vehicle until it had been repaired to prevent further damage due to water ingress. It has now been 13 weeks since the go ahead was given for my repair to go ahead. I have been misinformed, lied to about the current progress of works, advised multiple times my car would be ready by the end of said week I was enquiring to its progress and ignored by all management at every occasion I asked to speak to them. I have been dealing with Jack McLauchlan, who himself has been as open as he has been allowed to be and if not for him I’d have complained many weeks ago. I was finally given a date for the works to commence of Sunday 28th June. I visited the dealership on Tuesday 30th to see the progress to which again there has been none. Again I asked to speak to management which sadly, but not unsurprisingly, they were not available to discuss my situation. The service, and information I have received has been completely unacceptable for such a high standard of dealership. I am 16 weeks later as of today where my car has been in the dealership and not so much as work even started on the vehicle. I have been patient, understanding and willing to wait my turn but the situation is now beyond acceptable to which I would like to be resolved. I would appreciate acknowledgment of this complaint with a plan of process to resolve the problem. Thank you.

recently purchased car, heard a whirring noise when driving away, tried it the following day and noticed the sound is only present when depressing the clutch. has also noticed 2 bodywork issues that have not been completed. also advised when collecting the vehicle were advised they were not expecting the customer and hence the car had not been valeted, went into town while the car was valeted but still not fully clean. customer has called numerous times and been promised call backs but still awaiting call back.also unhappy with the fact that Audi approved signage is used on the car, only to be told that the vehicle does not fall under the Audi approved scheme.customer has stressed this complaint is not a personal attack towards anyone as everyone has been brilliant that he has dealt with, he is just looking to get the issues rectified with the vehicle.