The salesman Dan was very helpful, and had the car ready to drive when I arrived.I tested an Audi Q5 RS but found the seats very hard.Car prices were on the high side, but the car was clean.

Richard was a great help even though I was looking as a Company Car driver and so wouldn’t be buying directly.

Dear Dealer Principal / General Manager,I am writing to formally escalate an unresolved issue relating to my Audi Q8, which I purchased from Lookers Audi [Teesside]. At the time of purchase the vehicle was registered DE21 FLW and is now registered JL13ELL.The vehicle has been with Audi Farnborough due to a diesel particulate filter (DPF) failure, and I have now been without my vehicle since 07/11/25.Despite extensive engagement with Audi Farnborough and Audi UK, the matter remains unresolved. Audi UK have failed to provide a written outcome despite multiple assurances, missed response deadlines, and formal written chasers. As a result, I am now escalating this matter to Lookers as the supplying retailer, in line with my statutory rights under the Consumer Rights Act 2015.Under the Act, goods supplied by a retailer must be:•Of satisfactory quality•Fit for purpose•DurableA DPF failure at approximately 65,000 miles on a premium 3.0 TDI Audi Q8 does not, in my view, meet the durability standard reasonably expected of a vehicle supplied by a main dealer.In addition, the repair has not been completed within a reasonable time and has caused significant inconvenience, as I have been without use of the vehicle for an extended period with no clear resolution or timescale.The Audi Centre’s own diagnostic documentation references an “additional effect from the G505 pressure differential sensor” on the DPF. While the sensor has since been replaced, it appears likely that incorrect readings prior to replacement contributed to the DPF reaching an unrecoverable state. This supports the position that the failure is not simply normal wear and tear.I am therefore requesting that Lookers, as the retailer, now intervenes to bring this matter to a fair and timely resolution. Specifically, I am seeking:•A clear written position on liability•A resolution that reflects the premature nature of the failure•Consideration of the prolonged loss of use of the vehiclePlease provide a written response within 5 working days setting out how this matter will be resolved.As I have limited phone access during working hours, I request that all communication is handled via email.I look forward to your response.Kind regards,James BellBegin forwarded message:From: James BellDate: 29 December 2025 at 08:52:46 CETTo: Audi Customer ServicesSubject: Re: 06484876- Case EscalationDear Lameez,I hope you are well.I am writing to formally follow up on my ongoing complaint, as I remain without a written response or outcome despite multiple assurances that the matter had been escalated.As set out in your email sent at 13:11 on 11/12/25, I was advised that my concerns would be passed to a Customer Relations Manager and that I would be contacted within 48–72 hours. That timeframe passed without any written contact.The case was subsequently passed to Anton, whom I understand to be a manager. While I have had a small number of phone calls with Anton, no written position or conclusion has been provided, despite my clear request that communication be handled via email due to my limited phone availability during working hours. I have since also received SMS messages requesting phone contact only, which does not align with this request.I was also advised that a response would be provided before Christmas, which unfortunately did not happen. I have since chased this matter again without success.For clarity:• I have now been without my vehicle since 07/11/25• No written outcome, decision, or reasoning has been provided• My request for email-based communication has not been respected• Multiple stated response times have not been metAt this stage, I would ask that Audi UK provides a written response setting out:1. The current status of my escalated case2. The outcome of the review3. The reasoning behind that outcome4. Any next steps available to meGiven the length of time this matter has already been ongoing, and the significant inconvenience caused by being without my vehicle, I would appreciate a written response within 48 hours.As previously requested, I ask that communication is handled via email wherever possible.Thank you for your attention to this matter. I look forward to hearing from you.Kind regards,James BellSent from my iPhoneOn 15 Dec 2025, at 18:39, James Bellwrote:Dear Lameez,I hope you are well.I am following up on your email sent at 13:11 on 11/12/25, in which I was advised that my concerns would be shared with a Customer Relations Manager and that I would be contacted within 48–72 hours.As of today, I have not yet received any follow-up or contact regarding this matter, so I wanted to check the status of the escalation and confirm when I can expect to hear from the assigned Customer Relations Manager.As previously mentioned, I have limited access to phone calls during working hours, so I would appreciate it if communication could be handled via email wherever possible.I have now been without my vehicle since 07/11/25 due to this issue, so I would be grateful for an update at your earliest convenience.Thank you for your assistance, and I look forward to hearing from you soon.Kind regards,James Bell

Not impressed with the service, vehicle was booked in for 11:30 as a Waite service (Registration YF73 SBX, Audi Q4 ETRON), received the vehicle back at 14:50 - circa 16500 miles from new). Vehicle was supposed to be washed, still has dried bird droppings on roof and side of car (photos available if required? I also still have not received a copy of the vehicle health check now 15:40, received the vehicle back at 14:50?

Amazing experience professional and never felt under pressure did the absolute best for me already recommended to others

Further to our telephone conversation please find below details of an issue with my wife's Audi A5 Reg No. JP55 FAV that has been with Audi Teesside since September 16th.The vehicle was recalled for a software update, it had no faults and was operating perfectly before Lookers damaged it. My wife was informed that it was ready on the 16th September however it had obviously not been checked as immediately there were multiple error messages present. It was subsequently collected by Lookers.My wife is disabled, we purchased a convertible as the door width gives her improved access. She has been lent an A5 saloon and has struggled for over 3 months with access issues to your vehicle. Teesside are aware of this.We visited your After-Sales Manager on 1st December to make a complaint about the time it was taking to repair the vehicle, we were then informed that the new part would arrive on 17th December. He accepted that this situation was unacceptable and it would receive his undivided attention until it was fully resolved. He stated that he would ensure that only a Senior Tech worked on the car, that he would try to find a more suitable loan vehicle and that he would try to obtain some recompense for the delay. He also stated that he would ensure that we received regular updates, not a single item above has happened as far as we are aware, and I have been advised today that he is on holiday until the 29th December.Today my wife received a call from Leanne stating "it's about the battery that we are replacing". This is the first time that we have heard that there is a problem with the battery. Leanne promised that she would investigate and call back, this has not happened. If the battery now has a problem after the car has sat outside and not been touched for over 3 months then it is Lookers responsibility to replace it, simply recharging the battery will NOT be acceptable as lead-acid batteries can deteriorate if not used for several months and have not been trickle charged.My wife is incurring monthly charges for the internet access, Audi Connect, Audi Remote and Control etc. We expect these costs to be reimbursed.Communication has been atrocious to date, we have no idea what is happening to the car and expect to receive a status report and daily updates in future. We will not be acccepting the car back until it has been demonstated to us that it is operating perfectly in every respect. If this cannot be done shortly then we need to be discussing how Lookers intend to replace the vehicle and compensate my wife.

Good info and knowledge by rep Steve very helpful

From the moment I stepped through the door I was welcomed and made to feel comfortable. Kyra was absolutely brilliant at understanding what I was looking for, advising and was genuinely interested. She's a huge credit to Teessside Audi.

Overall good experience, shame we couldn’t close the valuation gap and complete a deal

Though my car is proving currently to be a total flop the service and updates given to me by Craig Jones have been first class and reflect the same standard delivered by the sales people who dealt with my purchase Kyra Watson and Kuram Mahmoud. If only their excellent example was taken on board by others at the site.