Dear Customer Service Team,I am writing to formally escalate my complaint regarding Audi Q4 e-tron registration NG75 XAS and to request immediate intervention from a senior manager.On 15 April 2026, I wrote to Lookers detailing a number of faults affecting the vehicle, including a concerning intermittent issue whereby the MMI system would reset and the vehicle would cut out shortly after setting off. At that time, I specifically warned that the fault had caused the vehicle to brake heavily whilst I was pulling out of my driveway, leaving me stationary in the road. I described the issue as dangerous and unacceptable.Despite those concerns being raised nearly two months ago, the fault remains unresolved.At approximately 0830hrs on 12 June 2026, the same fault occurred again. Having started the vehicle and driven only a short distance from my home, the vehicle suffered a loss of power as I was pulling out onto the public highway. At the same time, the MMI system appeared to reset. The vehicle became stranded in the carriageway in the path of oncoming traffic and other motorists were required to take action to avoid a collision.My children were in the vehicle at the time. The incident was frightening and could easily have resulted in a serious road traffic collision.The most concerning aspect of this incident is that Lookers had prior knowledge of the fault and the associated safety concerns. These concerns were clearly communicated in my email of 15 April 2026. This was not an unforeseen failure. The risk had already been identified and reported, yet the vehicle has remained in service and the fault has now materialised again in circumstances that presented a genuine danger to my family and other road users.Since delivery on 23 March 2026, the vehicle has suffered numerous defects including:• Repeated MMI failures and system resets.• Intermittent loss of power shortly after setting off.• Charging-related faults and reduced charging capacity.• Failure of keyless entry functions.• Excessive wind noise.• Dashboard rattles.• A headlamp unit affected by condensation.• Cracked number plates.Taken collectively, these issues demonstrate a vehicle that falls significantly below the standard that any reasonable customer would expect from a new premium vehicle.I no longer have confidence in the reliability or safety of this vehicle. Pending a full investigation and resolution of the recurring loss-of-power fault, I do not believe it is safe to continue using the vehicle for family transport.I therefore request:1. Immediate escalation of this complaint to a senior manager.2. Urgent investigation of the recurring loss-of-power fault as a safety-critical defect.3. Confirmation of what action will be taken to ensure the vehicle is safe to use.4. Consideration of a suitable replacement vehicle whilst the matter is being investigated.5. A written explanation as to why a fault first reported on 15 April 2026 remains unresolved.6. Clarification of the options available should the vehicle be deemed unsuitable or beyond reasonable repair.Please treat this as a formal safety complaint and confirm receipt together with details of the person who will be responsible for managing the case.I look forward to receiving your urgent response.Kind regards,Martin Wyatt

Richard Dunne

Good afternoon,I hope you are well.I am writing regarding my Audi A5 Avant (registration NJ25 BGY), which I purchased from Audi Wearside in December 2025.Unfortunately, from the day I collected the vehicle, I have experienced a series of faults and reliability issues. These have included battery failure, an engine management warning light, a radiator fault, and the vehicle requiring recovery just two days after purchase.Since then, the vehicle has made numerous visits to the dealership for repairs, diagnostics, and software updates. On several occasions, faults have appeared to be resolved, only to return days later. In particular, the recurring engine management warning light has resulted in multiple visits and repeated software resets.One particularly frustrating experience involved travelling from Wynyard to Audi Wearside in Sunderland, a journey of approximately 28 miles and 40 minutes, only to be informed that the vehicle had been booked in incorrectly and could not be examined. I was then required to rearrange the appointment for two weeks later.Due to the sad passing of my mother, I subsequently had to postpone the rearranged appointment. The booking was eventually moved from April to June to ensure a courtesy vehicle would be available, as I had been advised that the car required a two-day software update.Today, I attended Audi Wearside for that appointment and was informed that no courtesy vehicle had been booked. Fortunately, a member of the service team was extremely helpful and arranged for the vehicle to be inspected immediately. Following this inspection, I was advised that the software had once again been reset and that, if the issue persists, the vehicle will likely require either a further two-day software update or replacement parts.At this stage, I feel I have exhausted my patience and confidence in this vehicle.I purchased an Audi because of the brand’s reputation for quality, reliability, and premium ownership experience. Instead, I have experienced continuous faults, repeated visits to the dealership, wasted journeys, time away from work, and ongoing uncertainty about whether the vehicle will operate correctly from one day to the next.In addition to the recurring engine management issues, the infotainment system functions inconsistently, and I have concerns regarding the sensitivity of certain safety systems. On several occasions, the vehicle has applied emergency braking when there appeared to be no legitimate hazard, creating situations that I believe could potentially compromise safety rather than enhance it.I cannot adequately express how disappointed I am with this ownership experience. The vehicle has failed to provide the reliability and confidence that should reasonably be expected from a new premium vehicle.The purpose of this email is to formally request that Audi review my case and advise what options may be available to bring this matter to a satisfactory conclusion. Having experienced ongoing faults since collection and multiple unsuccessful repair attempts, I no longer wish to retain the vehicle.Ideally, I would like Audi to consider taking the vehicle back and providing a solution that does not leave me significantly out of pocket, particularly given the substantial deposit of £14,000 that I contributed towards the purchase.I would be grateful if this matter could be escalated and reviewed by the appropriate team. I am keen to understand what options Audi may be willing to offer in order to resolve this situation.Given that these faults were present from the outset of ownership and have persisted despite multiple repair attempts, I believe it is reasonable for Audi to consider a vehicle rejection or buyback solution.Finally, I would like to make it clear that the member of the service team who assisted me today was professional, attentive, and extremely helpful. My concerns are directed solely at the ongoing issues with the vehicle and the overall ownership experience.Thank you for taking the time to review my concerns. I look forward to hearing from you.Kind regards,Jordan Blakelock

I have bought this car in 2022, the computer goes off constantly, I get so many errors on dash screen, I have mentioned this repeatedly during all the services I have attended, and it has always been dismissed/ignored, the computer resets while driving, lave driving assist goes off while driving, most recently got amber alert on issue regarding airbags, this last one after last service, I booked an appointment to have this looked at and they want to charge 180 GBP just to "investigate" the issue, this excludes repair costs. Coming to the end of my PCP agreement I am so unhappy with Audi experience I am not considering to stay any longer with this brand as it has not been a gratifying experience at all but just the opposite. Thank you. Graciela.

I APPROACHED THE DEALER. THEY HAD SUPPLIED THE MOTOR CAR. ALL THEY SUGGESTED WAS THE SAME MODEL AT NEARLY DOUBLE THE COST. NO HUNGER, NO INITIATIVE - POOR CUSTOMER EXPERIENCE.

Purchased an Audi A3 hybrid Sportback at Lookers Sunderland this last week. Love it.Visited the showroom twice and was so impressed.Martin Blight the salesman was so professional, knowledgeable and patient with me.Martin sold us our previous A3 from your NC branch.He answers every question asked does not offer "hard sell tactics" I appreciate his approach and will certainly recommend him and Lookers Sunderland to friends and family.Thank you Martin and Dan..Best wish Sheila Scarr.

I’ve booked this in just today for 19th JuneI then called to secure a courtesy car and have been told the earliest I can get one is 3rd JulyReally poor this, I literally only require it to drive back home from the garage and back againAppreciate you have limited numbers but can’t believe you couldn’t borrow me any vehicle for this serviceReally poor and not the first poor service I’ve received from Audi Sunderland

2 days waiting in for my new lease car delivery. Dreadful communication, poor or no calls despite being promised updates. Playing the blame game with the delivery company. Not my problem, at the end of the day its supplied be Lookers so down to you to make sure the end user gets their vehicle. I have been offered £25 which went to £50 compensation for 2 full days waiting, making phones calls chasing my new car, not sleeping and stressing about if i have made a mistake ordering an Audi. The fiscal amount of compensation is just a joke. If I hadn't chased my new car I don't think anyone have been picked up that you had an extra A6 sat in your compound. Every time I chased the story changed, the updates as to when the transport company would call me changed. Its not even poor service, its no service as I had to do all the leg work. Nearly 20 years selling and managing new car showrooms and this is exactly the level of service I used to sack sales people for. I understand mistakes happen but its how you make amends after that turns a complaint into a customer for life.

NEW CAR PURCHASE NA26KYXI am unfortunately having to make this complaint in the hope that it will end the wall of silence I am enduring about the £11000 owed to me for the car NA73HKW that Lookers purchased as part of my new car deal for NA26KYX at Wearside Audi on 8 May 2026, 3 weeks ago.I hope and expect that you can get the £11000 paid into my bank account without any further delay.To keep things in context, I must say that NA26KYX is the 3rd new Audi I have bought from Wearside Audi with associated servicing done there too. Up until this issue, my experience has always been the positive one Lookers say they want it to be.So I am shocked, dismayed and disappointed that this matter is dragging on the way it is. I raised my concerns on 21 May by email to Melissa Fenwick the Sales Executive and copied in Shaz Hamed the Sales Manager. Melissa replied to say ‘I’ll try investigating for you. I have sent off details to accounts….’. Since then, I have heard nothing. At no time has anyone contacted me about progress with paying me the £11000. I have received nothing to tell me to expect a delay or who is dealing with it.I do not think I am at all being premature in raising this complaint. I have contacted a couple of on-line helplines who have said my wait for the money is lengthy for Lookers or any reputable main dealer and along with the lack of communication these are ‘red flags’ that things have not progressed as they should. They recommend that I do not wait any longer to pursue the matter, initially through your complaints process.The fact of me being due the £11000 ‘Cashback’ is not in dispute. I have an email from Melissa dated 2 February 2026 setting out the deal. It is additionally documented in the ‘Vehicle Order And Agreement’ I signed with Mellissa in the showroom on 8 May. I have a copy of these documents if you need me to send them, but Lookers will already have copies too.Clearly the issues to be resolved are that I am overdue the £11000 ‘Cashback’ from Lookers but have not got it; no explanations are being given about why I haven’t; it seems no-one is taking responsibility for doing anything about it!Notably in the time I’ve been waiting for the ‘Cashback’ all other aspects of the sale have been completed quickly and efficiently - the car NJ73HKW (that Lookers haven’t yet fully paid for) has been checked and serviced by them; the car is up for sale and advertised on line; Audi Financial Services have my account in place; Direct Debits from my bank account have been set up and are being collected.I look forward to hearing from you. I am hoping for a quick and satisfactory outcome to restore my hitherto positive view of Wearside Audi.

Fantastic from start to finish- outstanding customer service