Hi thereI'm writing regarding my 2016 TTS (KV16LWU). The vehicle developed faults with the suspension and adaptive headlight system on the 29th of April. I contacted you on the same day. The earliest appointment you could offer was the 29th of July, i.e. in 3 months. I was quite surprised by this - I was told you "tend to be busy" at this time of year. The person that I spoke to recommended that I contact roadside assistance, as recovery would lead to assessment within 5 days. Unfortunately, there was no option to purchase Audi roadside assistance the last time I renewed my warranty, so I had to go with the AA. I rang the AA but they declined to assess the vehicle because it can still technically be driven. Since then, I've avoided driving the vehicle because the suspension is extremely bouncy and the handling has significantly deteriorated.I approached Audi Extended Warranty customer service support, but they were of the opinion that this is a dealership issue. I was advised to contact Audi customer service support, who told me that it's a franchise issue. It feels like I'm going around in circles, with no one taking responsibility.I think it's unacceptable to have to wait three months for the car to be assessed and repaired. I'd like the car to be assessed within the next week or two. If that is not possible, I'd like you to arrange to have the car sorted by my preferred indie mechanic, Swift Motor Engineering.I would have emailed you directly, rather than using this form, but there didn't seem to be any option to do that. I wanted to do so to copy in my husband, Martyn Jones, the extended warranty policyholder and registered keeper of the car.Paul

Saw Kai regarding proposed purchase of new car later this year. Unfortunately figures/deal envisaged was out of budget.

The sales executive was extremely helpful

Good morning, firstly up until this incident I have been very happy with the service. My car was in for its service, inspection and I asked for the brake fluid and cabin filter to be replaced on 11th February.. On route the washer fluid level light came on, rather than head back home to top it up I continued to the dealership. On collecting the car I paid my bill and was then handed the invoice and receipt. Returning home I noted I had been charged £11 for topping up the screen wash, it was not a charge I had authorised and the last time it was topped up at an Audi dealership there was no cost. Although in the scheme of things £11 was a very small part of my bill but still a charge I would have thought you would have sought prior approval to. I have several litres of screen wash in the garage at home that I regularly buy from your dealership and top up my car when needed.I recently needed to top up the screen wash at home and have found that the washer fluid filler strainer is missing. It wasn’t noted on the service or inspection as missing and given I was charged for topping up the fluid, it can’t be something that wouldn’t have been picked up. My understanding is things like this are noted to the customer, as has been my experience in the past having owned Audi cars for over 20 years. I contacted the dealership twice by phone and was told service would call me back. This never happened and I attended in person on 30th April to raise the issue. The service advisor I spoke to told me they would seek a replacement and be in touch. That was nearly 3 weeks ago and I still haven’t heard anything? Unfortunately on this occasion I feel that your service has fallen below the standard your customers have come to expect. I would like to bring this to your attention and ask for your response in relation to the missing washer fluid filler strainer?

Nobody phoned back after ringing three times

I had an appointment to look at an Audi TT. Just as well I checked the website the day before the appointment to check if the car was still available. It wasn’t! No call from yourselves to let me know. I saved myself a wasted journey.

For the attention of The General Manager, Lookers Audi Newcastle,Vehicle Order and Agreement – Enquiry No. 8165457“Salesman” – James CustanceIt was not until AFTER having placed the order for my new car way back on 25/09/25, that I was given any indication whatsoever that there would be a very long lead-time before I would be able to take delivery. This is despite me making it very clear at the time that the intention was to have this coincide with the expiry of the rental contract on my existing Audi, which was 25/11/25.Despite asking for pressure to be put on to expedite matters, nothing was done, and it was not until 20/01/26 that I was told the car would not even be built until (possibly) 20/02/26, and that therefore I should not expect to receive the car until (possibly) the end of APRIL 2026, SEVEN MONTHS after it was ordered! At that time I seriously considered cancelling the order, looking at several alternatives, however, I decided to put up with the delay.Since then, all throughout, it has been like “pulling back teeth” trying to get updates on the progress of the car, from build [03/03/26], to shipment via Mexico [09/04/26], and then from Emden, over to Port of Tyne [24/04/26].Having heard absolutely nothing from the dealership, totally exasperated and frustrated with the diabolical service, I called the dealership last Thursday morning 30/04/26, expressing my total dissatisfaction at the lack of an update regarding expected delivery of the car to me.I was told that the car was in Tyne Dock and that “delivery would be soon”! I replied that this was not good enough and demanded that further urgent enquiries be made, and an immediate update be provided.In keeping with the abysmal communication and service, I was not even given the courtesy of a reply, so by the following afternoon 01/05/26 I sent another email. The response, to my utter dismay, was that “we are no further forward”. I replied that this was a joke, and demanded the contact details so that I could raise a formal complaint, to which I was informed that the Lookers’ General Manager had been copied into the correspondence.It is now Thursday 07/05/2026, a FULL WEEK since a complaint was supposed to have been raised internally within the dealership during which time, unbelievably, I have not even been contacted by anyone, let alone received the courtesy of any meaningful update as to when I can expect to take delivery of my new car.I find this insulting!The attitude displayed to me has been one of complete indifference and disinterest, that is, on the odd occasion when I did actually get a response to my emails! Customer service has been abysmal and wholly unacceptable; communication totally lacking, including worryingly, very little having actually been put in writing; with proactive intervention, (fighting the Customer's corner), non-existent.Despite the fact that buying a new car represents the second largest purchase, (behind buying a new home), which anyone would ever make in their lifetime, it is obvious that, to Lookers Newcastle Audi, a £70,000 new car is simply just another "widget". The attitude is one of get the order, move onto the next one, and afterwards, wash your hands of it, blaming everybody else for anything which might go wrong along the way.As for Audi, the marquee iconic brand, and so-called “German excellence”, well, its a pity Lookers Newcastle can't properly keep Customers updated throughout "their journey".You can purchase a replica football shirt for £15 from the other side of the World, and you'd be able to track it online on an hourly basis, from order, to it being dropped off at your door!Unless this really is just a case of widespread and wholescale apathy, it appears that the dealership has no clue whatsoever as to the whereabouts of my car in terms of clearance from Port of Tyne, to me taking delivery.Furthermore, the fact that this car was ordered in September 2025 seems not to make one jot of difference when it comes to applying any kind of pressure as regards preferential treatment.This will be my FIFTH new Audi handled through Audi Newcastle over the last 16 years or so. I assure you that it will be the last, and, I will do everything in my power to persuade my own Company’s Fleet Manager (25 vehicles) never to sets foot anywhere near you in the future too!I intend to circulate this upwards within Lookers, within Audi itself.John McCrearyJames A. Jobling and Company Limited7th May 2026M: 07768 116732

HelloI bought extended warranty and every year it has a maintenance inspection. I tried to book this in and Ella Hood of your customer service team repeatedly tried to sell me a package for £500. She couldn’t understand how my car could have a free inspection. She couldn’t understand a basic warranty. It took me 4 weeks to finally get someone to intervene and book my car in. I then needed the suspension springs replacing which happened on 07/04/2026. I’ve asked 6 times now via email for this work to be added to the service record. I’m still no further forward. Your customer service and after sales is absolutely appalling. I have been left with no alternative but to make a complaint.

I am writing to formally complain about the service, or lack thereof, regarding my Audi A1 (NA22 TTU), purchased, in full, from your dealership on 15th December 2025.The vehicle’s engine failed and seized on 19th March 2026, less than three months after purchase and with fewer than 1,000 miles driven. The vehicle was recovered by Audi on 19th March 2025, and I had confirmation that the engine has suffered a terminal failure but not had any updates since then. I would like an explanation of what caused this as no warning lights came up on the dashboard prior to it happening and am concerned it may happen again.Under the Consumer Rights Act 2015, the vehicle is clearly not of satisfactory quality or fit for purpose. While I initially allowed you the opportunity to repair the vehicle, I am now drawing your attention to the following:1. Unreasonable Delay: The vehicle has been in your possession for almost seven weeks with zero progress reported.2. Lack of Communication: My attempts to seek updates have resulted in your staff telling me not to contact the dealership because they are 'too busy' and will update me weekly on a Wednesday which has still not happened. This is entirely unacceptable.If the repair cannot be completed to my satisfaction within a reasonable timeframe, or if communication does not improve immediately, I will exercise my Final Right to Reject the vehicle under the Consumer Rights Act 2015. I will then require a full refund of the purchase price, minus a fair deduction for the limited usage I have had.I look forward to a response within 5 working days to avoid this matter being escalated to Audi UK Head Office and the Motor Ombudsman.

Good morning,I booked my car in for an airbag recall on 31st March. At the time of booking I was advised that the parts were not in stock so it was agreed that the booking would be made a few weeks in advance to allow plenty of time for the parts to arrive. I agreed to 5th May for the booking and also asked for the work to be limited to just the recall (no wash/vac/health check etc.) which was agreed. I received an automated confirmation email the same day to confirm the booking.I received an automated SMS message on Friday 1st to confirm the booking and an email inviting me to check-in to save time. I did this and signed the job card electronically. I also made a note to say I didn't want the free vehicle health check as my original request not to have this had clearly been ignored.I presented myself to the reception at Audi Newcastle at 8am on 5th May but I wasn't on the receptionists printed list despite having checked in. She eventually found me on the system and asked me to wait which I found odd since I'd gone to the trouble of checking-in in advance. After 10 minutes, I was invited to sit with a member of your service team who informed me the parts weren't in stock and I'd have to re-book. I requested that I be contacted when the parts are in stock so that I can rebook and avoid another wasted trip but I was advised that this is not possible and I'd have to book a visit again and hope that the parts arrived on time.What went wrong here?Please could you arrange to order the parts for my vehicle and reserve them against my VIN number and then I will be happy to book a new service appointment to have them fitted.Kind Regards,Alex Savidis