Communication could be improved about car been ready to be picked up, automatic parcel shelf not refitted after initial inspection and car boxed in at back of site when I went to pick it up.

Both Dan and Steve were very understanding.

External Sender: Confirm legitimacy before acting.Hi,I have a break 11:30-12:00 if you can call between then?Or 1:30-2:30pmThanks,Kindest Regards,Katie Polloway> On 16 Feb 2026, at 10:30, Katie pollowaywrote:>> Hi,>> I am disappointed that you have not called me before 10:30am as requested. I am extremely busy with work today and unsure when I will get a chance for a call.>> I haven’t spent nearly an hour this morning trying to sort my issue out on the phone, with no luck so the fact my request for a call back hasn’t been met, is hugely disappointing.>> To clarify……> - I’ve had my new car for 3 weeks> - System fault error message (air bag) has appeared> - I called the AA yesterday but they advised due to it being an air bag issue they cannot support> - Whilst yes I can drive the car the fact I’ve been advised that in the case of an accident my air bag will not deploy.. does not make me feel the safest driving the car. I was due to travel up to Scotland for work this morning but have not been able to do this for this reason. Don’t feel comfortable travelling 3-5hrs on my own when I know there’s an air bag risk.> - AA sent in a form to you and an appointment has been booked for Thursday> - I am not available on Thursday due to a personal appointment which I cannot change.> - I have requested if I can please drop my car in either today, tomorrow or Wednesday.> - When I drop my car in I do need a courtesy car as I cannot be without a car. My partner is around on Wednesday so I am happy to drop the car in the morning and collect later on in the day - but if you need to keep my car for longer I’ll need a courtesy car to get around.> - The ladies I have spoken with on the phone this morning have been quite unhelpful and not assuring or understanding in the slightest.> - I’ve been with Audi for nearly 12 years and I am disappointed to be experience such poor service which is causing me quite a bit of stress.>> I would have expected better service and experience after being such a loyal customer for so many years.>> Please can you kindly respond to my email ASAP with acknowledgement to my points above and what you can do to please help.>> Kindest Regards,> Katie Polloway

Master cylinder cap is not the correct one on the vehilce, The vehilce is in for an MOT and the techs has told customer. customer is asking for the correct cap to be fitted bu Lookers

I went to the trouble of making an appointment and particularly bearing in mind we were on a slightly tight schedule.Nobody was ready (or even expecting us?) and knew nothing about what I had enquired about.The abject lack of interest in my business was compounded by Richard responding with a cheerful okay when I said we would have to go.Unbelievable, really.

Have completed a complaints form but have not heard anything back.To explain I have had 6 previous cars from you, but were given barely anytime to discuss options at my recent appointment.

UPDATE ON CURRENT COMPLAINT TICKET NO 86081053Since documenting the compliant yesterday (15/02/26) I again had to chase Audi this morning as still waiting a call back from Friday, to be told by Leanne that the car hasn't even been looked at yet (contrary to info through the week) and that it will not be looked at until Wednesday (18/02/25) that's over 10 days in the garage and nothing has happened. That's 10 days and another at least 5 days of more petrol in a car I shouldn't have, and more back problems getting in and out a little car, paying the monthly amount of a Audi Q4. Its a shambles. Not good enough at all, the series of events since I got the car 18 months ago are just overwhelming.

Daniel Stott was lovely to deal with.

Audi Finance criteria

This is now probably the 4th time of having to complain regarding a car I gave only had for 18 month. Seamus and an area manager has previously handled the complaints. I am not even one to complain but the car and service has been a nightmare since day 1. On this occasion I rang to state there was a system fault with a bite coming up in screen and won’t turn off. There was also a squeaking on the breaks. Rang up and given an appointment for 2 weeks, once again no courtyard available and told it would be months if I wanted one and could even give a date, having to rely on a lift from where I live in Darlington, I brought it in on the Tuesday. No communication until I rang on the Thursday, after numerous attempts to get through and was told could pick up Thursday late afternoon, and explained I need to be away by 5.30. Sat I reception watching a very stressed rob, after sales staff for over 20 mins and getting anxious that I was going to miss my 6pm appointment at the other side of Stockton. 5.45 ish I got given the keys by rob, I said “you look very stressed” for him to reply “ yes it’s called customers!!” He told me the brakes would need to be done another time and if I wanted a courtesy car it would be end of may. Finally got in my car and error message was showing exactly the same. As this point rob was seeing another customer acc I was Kate gif my appointment so asked do wind if he could ring me, you can imagine how frustrated I was by this point. Things got worse as now driving through Stockton which I don’t know, in dark and rush hour nit knowing how to get there acc can’t use sat nav as the screen is blocked with error message. Rob left a voicemail which I picked up, and next day I had to take more time out of work to take car to the garage and pick up a A1 with very little petrol, manual, and completely different to what I am used to driving however was happy that at least getting transport. Rob explained he was leaving his job on the following Tuesday, he also told me that the reason he was leaving was that non stop stress due to the number of cars constantly coming back in with faults, he contact me on Tuesday and hopefully all resolved. By Wednesday no call so I rang and spoke to Chris, again after several attempts to get through, who told me he would get update me and ring me back in 10 mins. Over an hour later he rang to say part not in, he would extend car and should all be done by Friday. Friday 4pm no update, so again rang and this time got Leanne who again said she would get update and ring me straight back, and I have heard nothing since!!!! On the back of this I did say to Chris that using the courtesy car that my phone was working with car play, and this was something I reported numerous times but told “ it must be a problem with your phone”not the car. His reply “ fault with that car and apple at time and it won’t work!!!! I am sick and tired of this, I don’t want to complain, I just want a car that works, this is the most I have ever paid for a car thinking Audi was a premium brand, but it and the service has never been premium. I was told last time to go directly to Seamus, which I did last February regarding another problem ( car seat heating broke) needed a whole new seat….. still waiting for a reply