Dear Mr J M AparicioI am writing to let you know about the appalling treatment I have received from Newcastle Audi (Lookers)On 30th July I purchased an SQ7 (NA70YBV) from the Newcastle Audi, this was a significant journey for me to plan and had lots of in depth telephone conversation with Jeff before agreeing to purchase.I couldn’t view the car before purchasing due to logistics but being that it was an Audi main dealer I thought that would be the safe option without any future issues. I was asked to make bank transfer payment ahead of me collecting the car, I also agreed to purchase an extended warranty and the ceramic gardx on my car internal and external, I was told that this was the best price for the car when in hindsight it was the same and what it was up for. They made it sound like I was getting a discount.I was nervous about paying upfront without seeing but I put my trust in the fact it was direct from Audi.4th Aug – travelled 320 miles to go and collect the car with my 3 young children. Everything went smooth – signed the docs and Jeff gave me a quick run though of the internal controls of the car. About an hour after driving I noticed an intermittent squeak from the brakes.We were on holiday for a week and on return I took the car to be checked by a local mechanic. He advised me that the brake pads look low and that they should be checked. He also advised me that the front windows were a darker tint than the legal tint permitted!I email Jeff to say about the brakes and the missing trim that we had noticed from the passenger seat. I had also chased to asked when I would receive any paperwork for the Gardx I had paid for.End of Audi I chased again about the brakes and it was agreed that an Audi garage would need to complete a vehicle health check. I booked this into 5 Oaks Audi as this is a 5 min drive from my house.This was done on 3/09 and the report and video sent to Jeff. I requested to see the health report that Newcastle should have done but this was never given to me. I assue that they didn’t want me to see that the brake were already on an amber flag when they sold me that car.16th Sept I had to chase again and this time I spoke to Dom at Newcastle as Jeff was off. He said that if I could book it into the Guildford Audi (they are part of the Lookers franchise) was told that if the work was competed here then I would have to pay and get reimbursed.On arrival they told me that they will have to look again and would not be able to fix the brakes that day. I had arranged childcare to make the 1 hour drive to the Guildford Audi. I called and spoke to a manager at Newcastle who wasn’t very helpful but did say if I re book it in they will look to replace the brakes after the health check so we rebooked for 16th Oct.The replacement seat trim turned up in the post.Dropped my car off on 16th Oct – Guildford Audi called me to say that they haven’t been able to get through or get a response from Newcastle could I come back on the Friday. I waited till 1pm before I called and Guildford Audi asked me to come and collect my car. When I arrived I was told that the work had not been carried out despite the report saying that the brakes were 4mm and only 1mm left before the warning sensor will come on.They also told me that Newcastle has told them to just take the brake pads off, clean them and give it back to me. They refused to do this due to the safety aspect and the face that the pads were low and would break. They also confirmed that they wouldn’t have sold a car with brake that needed replacing.I left there extremely upset as I had spend 4 hours of my time travelling to and back, had to make childcare arrangements as my husband passed away a few months ago from Cancer. I am going though an huge amount of personal stress and grief without having to now find the energy to face another battle. I had a year of battling with my husband.I put my trust in a main dealer and in hindsight I am not sure I should have done that.I have attached the health report from Guildford explain what needs to be repaired. What was also missed when Newcastle done the MOT was one of the seatbelts on the rear seats is twisted, should that pass an MOT with a twisted seatbelt? And I still haven’t received any paperwork to prove that the Gardx was even done. The fact that the car was sold too with illegally tinted windows too.Please can you assist me with getting this resolved. I would prefer to use 5 Oaks as its 5 mins drive from my house but I am also okay to use Guildford as I too felt I could trust them to do the work.Kind regardsKim Read

No problems. Give good price and salesman responded perfectly to questions etc

Sadly despite having a phone call from Glasgow to say a booking had been made, this was never confirmed the following day as had been stated on the phone.Therefore the appointment wasn’t confirmed to me - with an hours drive each way I didn’t attend.

Good morning,I bought a car from Audi Scotswood road on 29th of October. That is the date on the finance agreement and the date on the salesperson’s commission declaration that we had to sign. I collected the car on Wednesday the 1st of October. This car was sold to me by Lisa Millner. I have received no paper whatsoever for the car and no service history. The car has faults on it. I have contacted Audi Newcastle several times by phone and have been told that Lisa is busy and she will ring me back urgently . My husband has also emailed her and he has been ignored.I have been driving since 2002 and have bought several cars over the years and never ever been sold a car with no logbook or even the slip from the paperwork to send to the DVLA. I didn’t think car dealerships were allowed to give the keys to a car and not give the person any paperwork. I thought this was legally binding and contractual? Can someone please clarify if this has changed now and if I’m in fact wrong.So now I have a car with faults on the dashboard a fault with the passenger seatbelts. The middle passenger seatbelt in the middle was sneakily plugged in when I drove the car away. All the other seatbelts were not. When one of my children unplugged the seat belt the sensor continually sounds so has to be plugged straight back in even though there is no passenger. This was a dishonest move by Audi, so was selling a car without out one piece of paperwork. Hoping that giving me the runaround will make it too late to return the car.It has been two weeks now since I bought the car I need the paperwork today otherwise I will be bribing the car back.I look forward to hearing from you by email as have spent a lot of time ringing and nobody is interested in after sales.Kind regards,Ruth Robson

One email then no contact. Appears there is no interest in sale.

The staff were very friendly and helpful about my enquiries

The guy we dealt with was very honest, knowledgeable and not pushy.

My comments about Audi Newcastle is always the same. They are a terrific bunch of people, always most helpful with a smile. My Sales Executive at the Showroom is James, we've known each other for almost 3 yrs now and I have great respect for him, he's a lovely guy always willing to help with any problem. I wouldn't have any problems recommending them to all and sundry. 10/10

Good experience

Customer complaint received as part of QA calls. Mr Le bought car as a distance sale. The car arrived and the air conditioning wasn't working. The car went to a local dealership for repairs and they found an issue with the ABS. AC tool 2 months to fix. Both of these issues should have been picked up on the approved used checks before being sold. Customer forwarded email to QA inbox which will be sent shortly.