arranged to inspect/collect an Audi Approved Used A5 Quattro TDI 2023 on the 14th March 2026. Pain full amount on the 13th as there were no accounts staff at the weekend. on inspection umpteen issues with external bodywork and interior i.e. paintwork, scratches, missed areas when cleaned including wheel arches, door pillars, seats, marked central console, windows (chipped windscreen), bonnet and engine bay. Red paint on black grill and evidence of orange peel on front spoiler. Delay in refund and no response from management when escalating the matter. A total wasted journey of over 250 miles. Is this the true value for Audi Approved by Lookers?

Hello, i wish to raise a complaint that spans several years, 3 vehicles and various issues related to the service part of Lookers at Audi Teesside. I emailed Sarah Calvert (who has been exemplary and I can't thank her enough for her customer focused attitude and kind nature, this is not a reflection of her work at all, she is to be commented only) regarding the following issues. This covers my first car bought from lookers (CK66WZF), a second one(NG18BCZ) and my current vehicle (LM21YXK).See a part of the email below:"Lookers sold me a, A3 with only a few months MOT left on it, I had to bring the car in and have an MOT done, i was inconvenienced because no one checked (despite the extensive PDI that was signed off by a technician) that the car was ready to be delivered.Lookers sold me an A5 with incorrect tyres on that only had around 3mm of tread left on them, when i questioned whether they would recommend doing replacement they said yes, but refused to replace them. I had to spend £600 for new tyres appropriate to the weight and speed capability of the vehicle and have them fitted as a matter of urgency as my insurance company would have refused a claim should an accident happen due to the low speed and weight rating of the tyres that came with the car.Lookers sold me an A7 with quite obvious electrical faults that I now have to live with, this is more of an irritation than a critical thing but its still something worth noting.Lookers sold me a car with an oil leak that should have been picked up on inspection before delivery. They also failed to service the car before I bought it resulting in me driving on old oil and parts for an extended time.Lookers have taken money or deducted from my service plan for work that they have not done, at this point I cannot even say if fresh oil was put in my engine because my trust in Lookers has been driven to a very low point.I am being told that I need to pay to have parts changed that a full service should have covered. This is fraudulent activity that should be reported to the finance company who are paying for the service plan on my behalf, i am pretty sure they will be more than upset."Following this email I was informed that Chris Watson (Service Manager) would be available to speak to me today, I made my way over to the showroom to speak to Chris, on arrival I was asked to take a seat, i waited for around 20 minutes and was approached by the receptionist who was surprised I had not been seen to yet, she went to find Chris again and returned to let me know he was in a meeting and would be with me in a couple of minutes, 10 minutes later I left the showroom due to a clear disregard for the customer in the branch. I don't know about you but if I know I have a complainant waiting alongside potential new customers and existing customers I make my way out of a meeting to deal with them first as a priority that is of course unless the meeting is to decide whether or not to turn off my father's life support machine or not, then I think I would allow the customer to wait.This complaint mainly seemed from the fact I recently had the full 'inspection service', probably not even 6 weeks ago, and on my most recent visit I was told the fuel filter was overdue to be changed, why was this not done on the service? It's a service part, why would I pay £500 (or use part of my service plan) to have someone look at the car, maybe change the oil, and then tell me all is good when they have not changed the service parts? The car had an oil leak too, so the oil was nit changed until I brought it back for that fixed, so essentially I have lost a full service and nothing other than resetting the service interval has been done. That is abhorrent. The oil change should have been part of the warranty fix for the leak should it not?Every time I take my vehicle to teesside audi I feel like I am being robbed, no matter what they always try to charge me hundreds of pounds for work that i no longer trust is actually required, how many others are falling for it everytime?My latest list of things that need doing are:DSG service - fair enough.Fuel filter at around £300 - should have been done as part of the service.Suspension bushing at nearly £300 - looked fine on the audi cam and for a £25 part I am shocked at what they will claim for labour on what is a 30 minute job to swap a rubber cup for a new rubber cup.There were other items too.For resolution I would be happy to accept the items flagged on the latest 'health check' paid for by Lookers and completed as a gesture of good will. At present the car is booked in with another branch of Lookers to have the gear box oil changed. This is being done as a matter of urgency to ensure the warranty on the car remains valid.As it stands I will not consider purchasing another audi, or any vehicle from Lookers.I apologise in advance for feeling the need to complain.

Text message responses were rude and abrupt.

I’ve had my brand new car for less than 2 years. Within the first few months it had an inconsistent fault where it wouldn’t start. It happened on a number of occasions and I had to ring Audi assist. It went into Teesside Audi on a number of occasions and they told me they couldn’t replicate the error. I had the inconvenience of waiting for lease cars from a third party or being without a car. I didn’t expect such inconvenience buying a brand new Audi. The car was finally taken in for a software update which resolved the problem.I’ve now got a new inconsistent error where by the handbrake won’t release and as I go to drive off it keeps putting itself back on. It’s gone on for a number of months but I finally managed to record it happening when I got stuck in a road for 10-15 minutes. I called Audi to book it in and my husband was sent a link and we submitted the video. I’ve dropped the vehicle off today, getting my son to school earlier to allow me to drop the car for 8.15 as requested. I gave my keys to the customer service person and mentioned we’d sent a video and also mentioned a warning message regarding the handbrake but she made no note of this. She said she’d go and get a technician so I could show the fault, I said it’s inconsistent so likely wouldn’t happen but the video shows it. She told me she’d call with updates as the online system for me to check progress wasn’t working. It got to 3.30pm and I’d heard nothing so I called. I got put through to the same customer service person who told me the car had just gone in for diagnosis so she’d call me back. I asked if I should just come down as my husband was dropping me off to then go and collect our son from school at 5.30pm. She said yes to come to the garage but she’d call me back. I never got a call back so we left home at 5pm and I tried to call for the whole 30 minute journey but the phone wasn’t answered by any department, very frustrating! When I got to the garage I noticed the customer service person spot me and leave her desk to obviously go and get an update……an update I was expecting before I turned up at the garage. She eventually came over and said something about the previous software update being done incorrectly and the technician was just taking it for a test drive. Not long after both the technician and customer service person came over and mentioned the previous software update being wrong but couldn’t replicate this fault. I asked if they’d viewed the video but neither of them had?!?! The customer service person said she couldn’t see it! So, my car was in all day with a video sent in 2 weeks prior showing the fault happening but nobody looked at it. To say I’m frustrated is an understatement. Some software changes had been done due to something not been correctly before, also by Teesside Audi, but they can’t guarantee it will fix the issue as they couldn’t replicate it. So I’ve been without my vehicle all day and I’m no further forward. I don’t understand the point of being asked for video evidence of the fault and nobody looks at it.My husband and I have continually bought cars from Teesside Audi for around 15 years, more often than not changing the car every 3 years. It is safe to say this will be the last time we use them again. What once used to be buying a trouble free car and excellent customer service, sadly seems a thing of the past.

Hello,I have been meaning to contact you for the past two weeks, however I have unfortunately been unwell and unable to do so sooner.I am writing to formally raise a complaint regarding my recent experience with your dealership, specifically around the service and collection of my vehicle on Sunday 1st March.Firstly, I am very surprised that nobody has contacted me following the issues I experienced on the day of collection. I was assured by a member of staff that my concerns would be passed on and that someone would follow up with me. This clearly has not happened.Overall, my experience has been disappointing from the very beginning. Booking my car in was unnecessarily difficult, and throughout the process I received little to no communication. I made several attempts to contact the dealership by phone and email, however I either could not get through or did not receive a response.The collection experience itself was particularly frustrating. My car could not initially be located in the car park and was eventually found parked in a corner, under a tree, and blocked in by other vehicles. This required multiple cars to be moved before I could leave, causing significant delay when I was already running late for another appointment. It was agreed that I’d be collecting my car on the Sunday around 1pm, and therefore this should have even ready for me.Upon entering the vehicle, I noticed several concerning issues:• A reduction in fuel. Please can you confirmwhether my vehicle was driven during its time with you, for what purpose, by who, and for how long?• Scratches on the automatic gear selector area. This is a new vehicle, and I am confident this damage was not present prior to the service. (Images attached)• The car had not been cleaned, despite being advised beforehand that it would be.• A visible mark inside the vehicle (image attached) which will not come off. Given how new and lightly used the car was, I am certain this was not present before as I’d have noticed.• Since collection, the vehicle does not feel as it did previously. It feels heavier, less responsive, with heavier steering and increased engine noise.While I appreciate the gesture of leaving items in the car, I don’t drink and the other items I’d unlikely use. This also does not compensate for the overall poor experience and the concerns outlined above.I have been a loyal Audi customer since 2014, and this is the first time I have experienced such a poor level of service. It is both surprising and disappointing, and not reflective of the standards I would expect from Audi.I would appreciate a prompt response addressing all of the above points, including an explanation and proposed resolution.Kind regards,Katie Polloway

Never replied to my email.

Looked to purchase Audi approved used A5 Quattro 2023 TDI. On inspecting the vehicle umpteen external bodywork and interior faults i.e. paintwork, scratches, missed areas when cleaned including wheel arches, door pillars, seats, windows, bonnet and engine bay. Red paint on black grill and evidence of orange peel on front spoiler. Delay in refund no response from management when escalating the matter. A total wasted journey over 250 miles! Will pass this onto Audi UK!

Good initial contact but no follow up at all since.

Very friendly & helpful sales assistant. Was quick to reply to emails and not pushy.

Hello,Could the below be looked into further as the customer has raised a complaint, I contacted the customer regarding a service being due, they state as part of a promotion they should have free servicing, I've checked on our system and there is nothing, I've also followed up with the sales department at Teesside and they've also confirmed there is nothing on the system. The salesperson was Ross Bradbury.Thanks,Stephen TullyCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.uk________________________________________From: Michelle LandSent: Tuesday, March 17, 2026 10:28 AMTo: Stephen TullySubject: Re: Audi Teesside Provisional Booking Confirmation - NV24EACExternal Sender: Confirm legitimacy before acting.Morning Stephen,I appreciate you looking at your records however this does not fill with me much surprise or confidence.Your sales person at the time, Ross Bradbury had only intention which was commission and has shown to be nothing but incompetent.The dealership failed in the basic process of registering the car in my name. It was not until the tax was due, some 8 months after purchase did this come to light.The dealership nor manager, Richard, seem to see the actual magnitude of this error. I drove for 8 months without valid insurance as the car was still registered to the previous owner which could of cost me license or put me in financial hardship should I have had an accident due to their “mistake”. This is a basic duty as a car seller.My finance agreement shows a lot of chargeable extras I never asked for but was assured I needed but funnily enough seems to miss off the free servicing which was displayed on banners all over the forecourt at the time. One of the extras, fuel, wasn't even put in the car and I had to go back to have this rectified.RegardsMichelle________________________________________From: Stephen TullySent: Tuesday, March 17, 2026 8:21:19 AMTo: Michelle LandSubject: Re: Audi Teesside Provisional Booking Confirmation - NV24EACHello MichelleI have spoken to our sales team regarding this but they have been unable to find anything on record for a service plan, I am still in contact with them to see if this is something that can be sorted out, did you receive any paperwork for the service plan on your side?Kind regards,Stephen TullyCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.uk________________________________________From: Michelle LandSent: 16 March 2026 2:43 PMTo: Stephen TullySubject: Re: Audi Teesside Provisional Booking Confirmation - NV24EACExternal Sender: Confirm legitimacy before acting.Hi StephenHave Teesside Audi confirmed servicing was included when I purchased the car in 2024?Regards________________________________________From: Stephen TullySent: Wednesday, March 11, 2026 12:41:08 PMTo: Michelle LandSubject: Re: Audi Teesside Provisional Booking Confirmation - NV24EACHello MichelleNo worries, I'll chase this up now and get back to you to confirm.Thanks,Stephen TullyCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.uk________________________________________From: Michelle LandSent: 11 March 2026 12:37 PMTo: Stephen TullySubject: Re: Audi Teesside Provisional Booking Confirmation - NV24EACExternal Sender: Confirm legitimacy before acting.Hi StephenWhen I purchased the car as part of the Audi Summer Used Car Sale in June 24 the promotion included two servicesIf you can check the details and I will look in my paperwork tooMany Thanks________________________________________From: Stephen TullySent: Wednesday, March 11, 2026 12:34:23 PMTo: Michelle LandSubject: Re: Audi Teesside Provisional Booking Confirmation - NV24EACGood Afternoon MichelleThat will be great, no problem. I can send out a confirmation to you.It doesn't look like your car is on a service plan so I will provide you with a quote. Your car is due for an Oil+Inspection Service with a Pollen Filter replacement at the 2nd year which is a total cost of £569.05 including parts, labour and VAT.If you would like a service plan quote which could cover this service and your following service do let me know and I will be happy to provide this for you.Kind regards,Stephen TullyCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.uk________________________________________From: Michelle LandSent: 11 March 2026 12:27 PMTo: Stephen TullySubject: Re: Audi Teesside Provisional Booking Confirmation - NV24EACExternal Sender: Confirm legitimacy before acting.HiYes you can book it in for 24th I will drop it off on 23rd at 4:15pm and collect it around 5pm on 24th April. If this is ok ?RegardsMichelle________________________________________From: Stephen TullySent: Wednesday, March 11, 2026 11:30:13 AMTo: michelleland33@outlook.comSubject: Audi Teesside Provisional Booking Confirmation - NV24EACHello Mrs LandYour connected car has triggered a Forecasted booking date of the 24th April as your vehicle has informed us as your preferred Audi centre the service is due in 44 days.If this date is convenient and you would like to book please let me know or alternatively let me know which date suits you better.Kind Regards