Whilst the challenge I set was not straightforward the pace of dealing with my enquiry was very slow. It was also very concerning to have a £5,000 difference in the valuation of my current Q4 from two different people in Lookers Newcastle in the same seven day period.

Sales person was nice and helpful

Great and friendly staff in service dept as always.

Your sales person (sorry don't remember his name) was very helpful without being pushy. He was knowledgeable and understood where I was coming from.

Great customer care

Formal complaint — damage to vehicle GY75 FME whilst in your care (booked in 9 July)Dear SirI am writing to formally escalate a complaint regarding damage caused to my vehicle, registration GY75 FME, whilst it was in the care of Newcastle Audi, 41 Sanderson Street, Newcastle upon Tyne, NE4 7LA.The vehicle was booked in on Thursday 9 July for repair of a number of faults and was collected on Monday 20 July. When I collected it, I noticed a mark on the bumper. It initially appeared to be an insect smear, but on closer inspection it was clear the surface had been damaged.I raised this immediately with a member of your team, George, who came out to inspect the vehicle. I asked him whether the car had been washed during its time with you, and he confirmed that it had. This is significant: it means the mark appeared after the wash, whilst the vehicle was in your possession. This is corroborated by the inspection video your team sent me on 13 July, which clearly shows the car clean and undamaged on the ramps.George initially said he would have the team look at it and re-wash the vehicle. He later returned to tell me the mark was glue, though he could not explain how it had come to be on the car. I confirmed — as I do again now — that there was no such mark when I dropped the vehicle off. After roughly 40 minutes of attempting to remove it, he advised that the glue had come away but had left a small hole in the bumper, together with a scratch.I was then told that I should "get a bit of paint" to cover the damage myself. I find this response wholly unacceptable. The vehicle was handed to your garage in good condition and has been returned to me damaged. Rectifying that damage is your responsibility, not mine. George's suggestion that the garage "doesn't use glue" does not alter the facts: the car went in without a mark and has come back with one.I was told the manager was out and that I would receive a call back later in the week. To date, I have had no such call. That lack of follow-up is precisely why I am now escalating this in writing.To resolve this matter, I require the following:A full, professional repair of the bumper — the hole and scratch — carried out or funded by Newcastle Audi to a proper standard, at no cost to me.Written confirmation of how and when this will be completed.A response to this email within five working days.I would also ask that the inspection video of 13 July and any workshop records relating to my vehicle are retained, as they support my account of the vehicle's condition on arrival.I have been a customer in good faith and expect this to be dealt with promptly and properly. I look forward to your response.Yours sincerely,Andrew Richardson07545970162andrew@troocost.com

Matty Stokoe was very helpful on helping me choose the right car , explaining everything about the car

Dealt with Kevin Fawcett who was responsive and very helpful throughout when ordering my vehicle. It is the first vehicle I have purchased in Newcastle for years despite living in the city as I have always struggled with the service levels from local dealers. This was refreshingly good.

Because the sales guy was very poor talked more about electric cars, instead of trying to sell a car.

Told me the car was mine the been sold to somebody else !