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

Richard worked hard to offer me some attractive deals for a Q2 but I decided to choose a different make for a change Richard was very professional in his dealings with me. ThanksNeil Rocket

Got an appointment quickly with test drive and a reasonable offer

Always very friendly and go above and beyond every time I’m in.