Needs fulfilled with excellence

Hi,I am writing to formally express my extreme disappointment and concern regarding my recent MOT experience at Tyneside AudiMy vehicle failed the MOT due to two reported issues. The first was a snapped coil spring, for which I was charged £414.69. I fully accept this cost, as the component was clearly faulty and required replacement.However, I strongly dispute the second issue, which related to the front headlights allegedly not matching “slightly.” I was charged £523.01 for this, despite there being no noticeable fault. I regularly check my vehicle, including the lights, and have never observed any discrepancy in colour or shade.Furthermore, my car has been serviced and MOT-tested at Audi garages for the past three years, and this issue has never once been identified or raised. This raises serious concerns as to why it has suddenly become a problem now, particularly given the significant cost involved.I find it unacceptable that I have incurred such a high charge based on what appears to be a subjective assessment. As a result, I have lost confidence in both the service provided and the fairness of the charges applied.I would like this matter to be formally investigated, specifically:Why this issue has never been identified during previous MOTs or servicesWhat objective criteria were used to justify the repair and associated costWhether this charge was applied appropriatelyDue to this experience, I am now considering cancelling my Audi service plan and will not be returning to your garages or brand in the future unless this matter is satisfactorily resolved.I look forward to your prompt response.My Car Reg is SB19UZX16 MedwayJarrowNE324DRKind regards,Mark Riley

Your service was exemplary. That why I bought an Audi - for the second time!

Extremely responsive. Andrew Webster quickly obtained a fair trade-in price for my current car and also checked in with me the following day on his day-off to see if I needed anything else.All in all a great offer was made available to me quickly. Unfortunately, due to my own hesitation the car I was interested in was sold to another party.A great experience which only did not result in a sale due to my lack of speed in execution.

Felt a bit underwhelmed by the experience. Waited a long time for the salesperson to come back after speaking with their manager, with very little comms as to what was going on.

Have been well looked after for 30yrs with Audi Silverlink link and will always give 5*.

Pleasant, polite, helpful

I came to test drive a plug in hybrid, when I entered the car the hybrid battery was flat. So there wasn’t really any point in doing the test drive. The sit down afterwards was dominated by the optional extras, just looking to squeeze as much money as possible. I was then told I would get a call back a couple of days later, which never came. All in all a pretty pathetic attempt at selling a car.

My electric car gave a warning message on 31st January 2026. It stated ‘electrical fault’I was unable to drive or move the car.I contacted Audi approx once a day for five days to discuss. The customer service was good they advised me to get the car to them to be looked at. We discussed battery warranty and that it may or may not be covered under warranty. I asked for a cover of the battery warranty approx twice that week. I never received it.Car was taken by recovery truck to Audi a week later.When received I was called to say they had received the car and if it was a significant battery issue that they did not deal with this. This was not discussed with me the 5 times that I rang the previous week. This would have given me the choice whether to take it to Scotswood road or not.I was advised the diagnostic would be 150 per hour and advised them to go ahead and start the diagnostic.I asked for a copy of the battery warranty.It was not sent.I then received a potential bill for over 2000 pounds for things that Audi believed needed done to the car (health check)I did not authorise the work.I was advised they could not find the fault. They had passed it to the technical team in Germany.This went back and forth and then I received a call saying it required a further 3 hours diagnostic. At £860 pounds. Still no idea what is wrong.I advised I would need to think about what to do as I am on unpaid maternity leave at work at moment.The time delay following this was my responsibility as I was unsure what to do.I advised them I would like to sell them the car and pay off my finance.I was advised I could get approx 7500 for the car and someone would call me.9 days later and still no call.I chased this up.I was advised someone would call me back but they advised that they would need to diagnostic first. News to me??? I had not previously been advised this.I stated I would like to make a complaint as the customer care had been so inconsistent and nothing in line with Audis so called customer charter. I thought Audi customer service would be exceptional. I am not disputing costs. Things cost what they cost. It is the advising of one thing and then telling me something else. It has been nearly 2 months and I’m still no further forward.I was then told that they would cover the cost of the diagnostic to find out what was wrong.They then called two days later to advise that it was a part of the 12 vault battery, not covered under warranty (still no warranty policy received for me to read) they advised it woild be approx £1000 pounds to fix. And valued my car at £6500. They then advised I could get the car fixed for that cost plus I would then have to pay the diagnostic which the had stated previously they would cover. They advised I’m even if I pay to fix it it is not guaranteed to fix the issue.I am absolutely disgusted at the lack of communication, being advised incorrectly constantlu and having a car into be fixed which no one can seem to guarantee to fix.Please respond as soon as possible.I will be contacting the motor ombudsman also if a response has not been received in the correct time frames.I’m honestly expected more from Audi.I love my Audi.It is not Audi’s fault that my car has broken nor is it Audis fault about the cost, but Audi has advised me two opposing ideals time after time. The customer service has been inconsistent, wrongly advised and lengthy.I accept responsibility that some of the timing of the car being sat was my issue as I was unsure how to proceed.To be advised that you would need to pay nearly 2000 pounds to ‘fix’ your car for it not to be guaranteed to be fixed is dismal.I am beyond disappointed

Very helpful sales advisor