The last 3 times I have brought my car in for work to be done I have left cross and anxious! The customer service should be AMAZING for such a reputable brand but it’s average! One staff member in particular ( female, 30’s, Spanish I think) has the worst customer service I have ever seen. She never smiles, she’s rude - even to staff in front of customers. The communication between booking your car in and the staff there is terrible- I tell them I will be waiting for the work to be done twice and both times they said it’s not booked in for that and I end up waiting 1st time 3 hours and the another time it was 5 hours! The car never even moved its spot until I enquired and then when they did move it into the workshop one of the errors- a sensor was showing as some rubber from windscreen was touching the top of the engine and I said that I had already pushed it on but it keeps coming off and needs something to permanently attach it. Well it’s now come off! One time I had booked a courtesy car to then get there and no courtesy car was back, ready. I have a disabled son, communication is so important! One member of staff has gone out of there way to resolve an issue- sorry I cannot remember his name but the female staff member should not be anywhere near a customer focus job.

Dear SirsI recently purchased a VW Tiguan reg no. AV72XKS from Lookers Guildford, which I collected on Saturday 17rh January 2026 for a sum in excess of £31000.00.I purchased the vehicle using your VW finance PCP product. I did this solely for the purpose of benefitting from the 2 years warranty and 2 years breakdown cover. If these perks were not available I would have paid cash. This was discussed at length at the time of purchase.I have emailed and phoned the salesman at Guildford on numerous occasions to try and get some info etc on my warranty and breakdown cover to no avail. I have received no informatiin regarding these issues & I have not even received a response to my multi messagesI up until this point have been really impressed with the service I had received from Lookers, Guildford but sadly your customer service has let you down. You have taken my money & clearly your after sale service is secondary.After I had paid & collected my car there was an issue with the car tax. I had not been charged. This came to light later in the day which I paid for immediately over the phone. This was an error or your end which I resolved with good faith immediately.I would be grateful if someone could please respond to my complaint & to provide me with the information regarding my 2 year warranty & 2 year breakdown cover please?Yours faithfullyMatthew Andersson

Car purchased January 2024 - link to your complaints page offered in response to a review I leftCar was not clean on collectionNo attempt made to polish out multitude of scratches on rear bumper or touch up driver’s door edge (as agreed)I had to call roadside assistance on the M4 on my way home after collecting the car as the oil tank had been over filledIt took over a week and a number of reminders to receive the service paperworkEmpty promises of hampers in response to me chasing bodywork issue which was never resolvedTouching up of door edge

Very disappointing! Very bad customer service and communication from both sales and service departments. This problem took over 2 months to resolve therefore losing my custom to another Volkswagen dealership!

Still at the dealership at present as fitting a web cam and they damaged the roof lining.Taken out the minor damage contract,Platinum plus and again no details what the difference is. GuardX taken out and has been given a password but it dosnt work.

Your website team are responsive but the Motability team doNot respond at all

Knowledgable and friendly service. Good at keeping me up to date.

They did not have my meeting and I waited over half an hour and still nothing so I left. I received 2 follow up calls trying to rearrange but damage done so discounted VW/Lookers.

For the attention of Richard (Service Manager)I am writing to formally raise my concerns regarding my vehicle, which has been with you for over three weeks due to an ongoing misfire fault that has still not been diagnosed or resolved.During this period, I have been left without a vehicle entirely, as no courtesy car has been made available. This has caused significant inconvenience, particularly given that the car is subject to a PCP agreement with Volkswagen Finance and I am continuing to make monthly payments despite being unable to use the vehicle.I appreciate that faults can sometimes take time to diagnose; however, the length of time taken so far, combined with the absence of any alternative transport, falls well below the level of service I would reasonably expect from Volkswagen.I would appreciate clarification on:* What steps are currently being taken to identify and resolve the fault* A realistic timeframe for repair* What compensation or goodwill gesture Volkswagen can offer for the extended loss of use* Whether a courtesy or hire vehicle can now be provided as a matter of urgencyIf this matter cannot be resolved promptly, I would also like to understand what options are available to me under my PCP agreement, given that the vehicle is not currently fit for use.I look forward to your response and hope this can be resolved quickly and fairly.Kind regardsSuzanne Morton

I wanted to bring to your attention recent email correspondence (shared below, best read bottom up), as whilst I appreciated Scott's apology and the recognition that the experience I had, was in no way reflective of the standards Audi aims to uphold.That said, I wanted to follow up because something in our exchange has continued to trouble me.While my concerns were dismissed by the servicing team at the time, they were immediately recognised by the renewal team. I’m somewhat surprised—and if I’m honest, disappointed—that no one internally thought to escalate, address, or even query the situation on my behalf. The end result is a unhappy customer who has not been impressed with the after‑care support following the purchase of what is meant to be a premium vehicle.The handling of the boot‑closure issue left us feeling as though we were being challenged rather than supported, and it significantly undermined our confidence in the brand. This is particularly unfortunate given that we have another vehicle to replace this year and would ordinarily have considered Audi again.By background, I work in an industry where I will be in the market for new cars from time to time, and although I generally avoid publishing personal experiences, this is an example of how easily customer perception can be damaged when internal communication and ownership fall short.I’m not looking for compensation or special treatment—just the reassurance that my feedback is actually being taken seriously and that steps will be taken to prevent other customers from ending up in a similar situation.If there is an appropriate way to ensure this is formally reviewed within the branch, I would appreciate that.Kind regards,David Thomas----- Forwarded message -----From: Scott RamsayTo: David ThomasSent: Thursday, 5 February 2026 at 13:36:30 GMTSubject: RE: Guildford Audi- ref RV72XUZHi David,Thank you for coming back to me.After reading your response, I can only apologise for the service that you have previously received from the branch, and as you say, it is not a service that should be associated with Audi. With a premium brand you would expect premium service, and clearly you have not received that, so once again apologies for that.If there is anything that I can do for you moving forward, please get in touch and I will be happy to help.Many thanks,Scott RamsayRenewal SpecialistAudi Division520 Hillington Road | Glasgow | G52 4UBlookers.co.uk/audiLookers Audi-v2.jpgFrom: David ThomasSent: 05 February 2026 11:28To: Scott RamsaySubject: Re: Guildford Audi- ref RV72XUZExternal Sender: Confirm legitimacy before acting.Hi Scott,Thanks for your email and offer of support.However, we did have a review towards the end of last year and the challenge we have is that my other car needs replacing, so we are unlikely to upgrade this car and purchase another - I think we were of the opinion it was best to settle this contract and own the car (I think September), and try sourcing another car separately.And if honest, I had an issue with servicing of this car that has somewhat soured my feelings around Audi. Last month our boot was not closing via the button that was flagged on our service at the end of last year when the car was in warranty - In fact at this time it was water coming out of the boot when opened, and from looking on line looked like a common issue. When I raised and spoke with Audi they implied initially that the car hadn't been serviced, which on challenging then they said OK yes I can now see it has - No apology, and then went on to say however it wasn't flagged on the last service, which certainly wasn't the case as it was my Wife that had communicated it to the gentleman on dropping off the car, which left us thinking we were being called liars, and if we wanted it addressed it was at our expanse.So in a nutshell not the service or experience I would have expected or I think a brand such as Audi be associated with.Kind regardsDavidOn Thursday, 5 February 2026 at 10:47:07 GMT, Scott Ramsaywrote:Hello David,Scott Ramsay here from Lookers Audi on behalf of Guildford Audi.Just a quick message regarding your current agreement for your Audi A4 Avant.You have now reached the point in your contract where we can offer you an Account Review to discuss how things are currently tracking and what options are available to you as a returning customer.Can you please call me on 0141 565 6300 (Press option 5), or alternatively reply to this email and we can schedule a convenient time for a phone call. My working hours are Monday to Friday, 9am to 5pm.Kind regards,Scott RamsayRenewal SpecialistAudi Division520 Hillington Road | Glasgow | G52 4UBlookers.co.uk/audiLookers Audi-v2.jpg