Initial contact was good however after being told there was a car that fit my enquiry perfectly and it was being prepared for sale I then asked for photos and colour of vehicle which I was then told wouldn’t be available to me till prep had taken place and I could expect these after the weekend .The following Thurs I chased with an email after hearing nothing from the sales executive. Shortly after the reply came that the car was sold prior to being prepared .I have the email chain to verify this and the sales executive was Craig Cash

Hi,Sending this feedback that I've posted on Google reviews following a recent visit to Audi Teesside. Following the appointment I received a text asking for feedback if I'd received anything less than 5 stars however on trying to reply I kept getting a failure message. I noticed on Google reviews, negative feedback was encouraged to email:vehiclecomplaints@lookers.co.uk.Vehicle Reg BK23 FLRDate of visit 27 Feb 26Feedback / ReviewTerrible experience – and unfortunately not the first time.I am effectively forced to use your dealership due to having a maintenance pack, otherwise I would not choose to return. On this occasion, my vehicle was booked in at 09:30 for an MOT and oil change. I had requested an automatic courtesy car in advance, as I did on my previous visit, when you were also unable to provide one despite ample notice.This time, I was told a car was available, but it belonged to a staff member and would require me to return by 16:30. I therefore chose to wait at the dealership, assuming the work would be completed within a reasonable timeframe. I was briefly offered a non-automatic A1 until the following day, but again decided to remain on site and make use of your desks – which I appreciate are available.However, after waiting six hours, I asked for an update and was genuinely shocked to be told that no work had even started on my car. I eventually left at 16:45. The invoice shows the work began at approximately 15:45 – meaning I waited over seven hours in total. This is unacceptable. The car was inspected, taken through an MOT, oil change, washed and hoovered within an hour.If appointment times are allocated, it would seem reasonable to expect that vehicles are worked on in that order. From the outside, it appears that scheduling and prioritisation are poorly managed, and that courtesy vehicles are allocated more around staff convenience than customer need. The irony of a major dealership having insufficient courtesy cars is not lost on me.It’s a real shame, because the car itself is excellent, the quality of the work carried out is high, and the staff are polite and friendly. If anything I feel bad for them having to deal with disgruntled customers like me. But the administration and overall organisation have been consistently chaotic, and that significantly undermines the customer experience.It’s genuinely no exaggeration to say that the level of service I’ve experienced has put me off choosing Audi for my next vehicle.If I’m honest, I have little faith that anything meaningful will change as a result of this feedback, which only adds to the frustration.Martin Daley5 Coverdale CourtNewton AycliffeCounty DurhamDL5 7PY07827 406398

Process was simply and the staff were very helpful

Due to the quality of new car you presented to me I rejected the car twice. Chip in back window, scratched paintwork, dent in front wing was very poor and not expected from audi at all. The attitude of some of the staff left a lot to be desired. Will never shop at Teeside Audi again

Very helpful sales executive

Hi, I picked up my Audi Q7 KM75ZWF VIN WAUZZZ4M4TD006635 on Saturday 21/02/26. I didn't receive the envelope with the Vehicle Key Code. Could you please give me the code as I don't have access to the myAudi app?thank you and best regardsAndrzej Mateusiak

I am writing to formally raise a complaint regarding my recent experience with Audi Teesside and the handling of my service plan.I currently pay monthly for a service plan for my vehicle (registration: NU22FRC). My car is due for both a service and MOT before 8 April, and I contacted Audi Teesside to arrange this.On my first call, I was transferred to a central booking platform, where I was dealt with by a member of staff who appeared curt, uninterested, and simply going through the motions. The overall manner was unprofessional and unhelpful. For training purposes, I would strongly recommend reviewing this call as an example of how not to handle customer interactions.As Audi Teesside has previously provided a more personal and professional service, I decided to contact them again directly. Unfortunately, this resulted in a similarly poor experience. I was offered no courtesy car until May, despite my MOT being due in April, and no alternative solutions were suggested. When I raised concerns about this, the call was disconnected.Despite the staff member having all of my details, no attempt was made to call me back. This lack of follow-up further reflects the low level of professionalism demonstrated throughout this process.In addition, I enquired about the replacement of both front and rear brake discs and pads and was quoted approximately £1,038. This figure appears extremely excessive and does not reflect good value for money.I also requested information regarding a Haldex service to be carried out at the same time. However, no meaningful advice or quotation was provided. Instead, there seemed to be little interest in properly discussing my requirements, with the focus being solely on progressing a basic booking rather than offering a complete and professional service.As a customer who has committed to an Audi service plan, I expect a high standard of customer care, transparent pricing, and informed advice. Sadly, my recent experiences fall well below these expectations.At this stage, I would like to know whether this matter can be addressed appropriately and professionally, as I would expect from an Audi dealership, or whether I should instead request a full refund of my service plan and take my business elsewhere.I would appreciate being contacted as soon as possible so this matter can be discussed and resolved promptly.I look forward to your response.Kind regards,

I picked up my car 10 days ago. A few days later noticed that there was a scuff on the bumper that i couldn’t remember doing myself. Looking back at the photos i took the day i reserved the car, you can see the stuff was previously there. I contacted Audi to ask if there was anything to do to help. They told me to bring the car in and they will touch the scuff up. I have been to get it done today and the work that has been carried out on the car is not good at all. I was told it was the best they could do as they weren't prepared to respray the bumper. I am very upset over this as this was not my doing and should have been picked up on final checks. I can provide photos if needed.

I purchased my car from Lookers Audi Newcastle in October 2025 and began noticing issues within a few weeks.Since then, I have made at least five bookings (that I can recall) regarding the ongoing problems with the vehicle. On all occasions, except the most recent, the appointment has either been cancelled or re-booked.The details are as follows:05/12/2025 – The vehicle was dropped off at the dealership for diagnostics, but I was informed this could not be completed due to a nationwide system malfunction.05/01/2026 – The vehicle was dropped off again for diagnostics. Issues were identified, parts were ordered, and I was re-booked for repairs.21/01/2026 – I was notified by phone at the last minute that no hire vehicle was available, so the appointment was cancelled.28/01/2026 – The vehicle was dropped off for three days for repairs.30/01/2026 – I was informed around noon that no repairs or work had been carried out due to insufficient parts, which were on back order. I was then re-booked again.23/02/2026 – I arrived at the dealership and was provided with a manual hire car, despite specifically requesting an automatic on previous bookings. I reluctantly accepted it because I did not want to prolong the process any further and no other options were available.However, once I got into the vehicle and drove it, I immediately felt uncomfortable with it. Not only was it not the transmission type I had requested, but it was also a Skoda Fabia, which is not what I would expect from an Audi dealership. In addition, the vehicle was unclean inside, with unknown residue on the interior trim.As a result, I decided to rebook for 23/03/2026.I do appreciate that some of this is partially my responsibility in relation to the latest visit, and I fully accept that. I also understand that diagnostics and repairs often require separate appointments, and that some delays were outside of the dealership’s control.However, I hope Lookers can also understand my frustration with the after-sales experience so far. I have made four trips to the dealership, travelling over 20 miles each way, and no tangible repair work has been completed beyond diagnostics.I would appreciate a response addressing the delays and overall after-sales experience, and I hope this can now be handled smoothly going forward.

Ongoing Issues and Poor Communication Regarding My Audi Lease VehicleI’m writing to raise a formal complaint regarding the ongoing issues I’ve experienced with my Audi, which is leased through KINTO but remains under Audi warranty. The vehicle is just over two years old.I have already opened a separate complaint with KINTO, who advised that, given the vehicle is under manufacturer warranty, I should also contact Audi directly.________________________________________Service Booking Issue (16 January 2026)My car was booked in for a service approximately two months in advance for 16 January 2026. The booking was confirmed the day prior by my husband, who called to check the drop off time.However, when I arrived, there was no available parking — cars were blocking one another and the site was extremely congested. It took me about 15–20 minutes to maneuver and find space safely.Once inside, staff could not find my booking and instead had a different “Johnson” listed. Despite my confirming details the day before, I was told I had the wrong date. As I work in a hospital, it’s very difficult for me to repeatedly take time away, and the situation was stressful. I was eventually “fit in,” but I was made to feel it was almost a favour rather than a resolution to a clear booking error.________________________________________Charging Faults and Repeated BreakdownsOn 26 January, my car failed to charge at multiple charging points. A receptionist named Jade was extremely helpful and advised me to contact the AA, as the vehicle’s charge was critically low.The AA attended promptly and diagnosed a fault with the car. Please note: the same issue had been reported twice in 2025, but I was told no fault could be found at that time.After this incident, I took the car back to the dealership. I then waited over 2.5 hours on the phone to arrange a courtesy car, as no one returned my calls. The car remained with Audi for around six days and, when collected, I was told a system update had been completed and my camera unplugged, as it was apparently draining the battery — something KINTO would need to address.________________________________________Repeated Charging Failure (16 February)On 16 February, the car again failed to charge, showing a “system fault.” I tried five different charging points with no success.When I called the AA, I was spoken to by a representative who was rude and dismissive, implying I should not have contacted them. I explained I was told to call by Audi previously, but the tone and attitude left me feeling belittled.An Audi technician eventually came out and identified a fault with the charging pin in the car (described as a “handshake” issue). He advised taking the car to the workshop.I then made multiple calls — at least five in total — before managing to arrange this, which was extremely inconvenient as I was meant to be studying for my Masters that day.________________________________________Courtesy Car and Communication ProblemsAfter dropping the car off and explaining the fault clearly, I asked about a courtesy car and was told I would be a priority as this was a breakdown recovery case.However, by 17:15, I had still received no call back. Working across two hospitals, I had to use taxis on the 18th and 19th, which was costly and impractical.When I returned a missed call on the 19th, I was asked again what the fault was — suggesting the notes were incomplete. I was also told my name was not even on the courtesy car list, despite assurances it would be.After being given another number to call, I spent around three hours on hold without success. The lack of follow up and communication has been incredibly frustrating and unprofessional.Overall there is a Persistent lack of communication and repeated need to chase updates, excessive call waiting times and inconsistent information from staff, Ongoing vehicle charging faults despite multiple visits, Poor documentation of reported issues and service notes and loss of confidence of the reliability of the vehicle.I am not asking for special treatment — only for Clear and consistent communication, both written and verbal, A designated point of contact to reduce repeated calls and confusion, assurance that ongoing charging faults will be properly resolved, Confirmation of courtesy car arrangements in a timely manner.At £750 per month, I expect reliability, professionalism, and service that reflects the Audi brand. Right now, I feel the opposite — that my concerns are repeatedly dismissed and that I am doing the work of chasing Audi myself.Given these ongoing issues and the loss of trust in the vehicle, I would appreciate a response addressing how this will be resolved going forward.