If you need to speak with us please contact my husband as he can take calls at anytime

Andy the salesman was very knowledgeable and put me at ease big thank you to him

I had an appointment last Thursday to carry out a software update, as I was traveling down the country and needed to charge the car to 100%, as it was restricted to 80%. I waited 4 hours for the update, but apparently it was ready to collect after 2 hours, message was sent to my wife’s phone but I was sitting in the waiting room, this is not the complaint. After returning home it became clear that the car was still restricted to 80% charging, resulting in an extra cost for charging at a service station on my trip. The myAudi app must have been disconnected during the software update; as it is just showing that the car is temporarily deactivated on most functions in the app, and can’t change the charge limit on the cars MMI, and yes, the MMI has been reset and made no difference. After phoning Wearside Audi I was asked if I could call in one day this week and they would take a look. But now I have received an email saying my appointment was confirmed for 11am tomorrow, I didn’t have an appointment and am unable to make this appointment. I tried to re-arrange to next week but had no satisfaction. While the car was in the garage last week they were supposed to check the car mat in drivers side as peg was missing since picking it up from brand new, this was not looked at either. Basically the car has more problems now than when we brought it in. All we wanted was to be able to charge to 100% for longer journeys. And the car to be active in the myAudi app.

Dealt with professionally.

Extremely pushy and really wanted a sale. I was told info would be sent and it never was. I approached Pullman and their customer service is so much better. And if I decide to buy a car I would pick Pullman over Audi because of the customer service

Very good response to my problem.

Advisor was great but a little disappointed as I made appointment to test drive Etron GT to find out the car was dead with no charge so I was unable to test drive also disappointed as the figure given for part ex at the Audi garage was rather low compared to the price I got of the Audi app.

Difficulty getting hold of the relevant sales person.

1st May 2026FAO:Alex Smith, ChairmanKevin Wardrop, Franchise DirectorHello,I am desperately seeking some help to resolve a horrific situation which I find myself in since purchasing a vehicle from the lookers franchise.On 20th February 2026 I purchased an Audi Q7 (WN72 RXL) from Lookers Wearside Audi.The vehicle was purchased so that I could transport my family safely, made up of three young children (2, 6 and 8 years old) and my wife. It was also purchased as part of my 40th birthday present. I had been looking for sometime for the ‘right’ Q7 to come along and upon purchasing I was delighted with the vehicle but within less than 24 hours, that delight had turned into what has become a nightmare.I paid £42,500 for the vehicle. Broken down this was £500 deposit, £26,500 Cash and £15,500 part exchange for my VW Golf R (OW17 FCV) which was in pristine condition and very low mileage for the age.The faults I have experienced with the car to date which began 21/02/26 - the morning after I took the car home from the dealership: (I have photos and info from the Audi app as proof)1.2.3. Vehicle Start/Stop System Fault - please contact workshop4.5.6.7. Electrical System Fault - please contact workshop.8.9.10.11. Main Beam Assist Fault12.13.14.15. Warning Lamp flashing or lit up: Emissions related fault16.17.18.19. Loss of Tyre Pressure (Rear Right)20.As you will see from the attached email correspondence between myself and the branch.I have been dealing with Sam Owsnett, Shaz Hamed and Richard Hyde from Lookers Wearside Audi. To give a full timeline of events, I have detailed this below for reference and all email correspondence can be used as proof following calls.Overall OwnershipDays Ownership:••• 20/02 - Present day: 71 days (as of 01/05) and this is increasing daily•••• Unable to use vehicle: 37 days•••• 19/03 - 25/03: 7 Days•••• 02/04 - Present Date (01/05): 30 days•••• Able to use vehicle: 34 days•52% ownership - not able to use (Increasing daily)48% ownership - able to useAs you can see from the figures above, over half of the ownership time I have been unable to use the vehicle.Lookers Wearside Audi currently have my vehicle at their site. This is the second time that they have had access to my vehicle to resolve the same faults.As of today Lookers Wearside Audi have had access to my vehicle for 4 weeks since dropping at site.The first time I took the car to the Lookers Wearside Audi was 19/03 to get it back on 25/03. I had been told that the vehicle alternator (start / stop) had been replaced but other than an internal invoice stating the work carried out, I have nothing to prove this part has been replaced.I was told as the work is carried out under warranty, no part numbers or order numbers are needed but I find that extremely concerning as I would have thought from an internal system point of view, ALL parts and orders would need to be tracked and traced. You would also need it from a GDPR point of view.I have repeatedly asked for this information, and still to date, have received nothing.Wearside Audi as of 01/05 are still unable to give me a timeline of when I can expect my vehicle to have its faults diagnosed, fixed and back to me. This again is hugely concerning due to the length of time they have had access to my car.Since having access to my vehicle for the second time I have been told the following will need carried out on my vehicle to resolve the issue:••• Wiring needs checked and replaced•••• Battery needs to be replaced•••• Battery to be charged•••• All fuses and units need checked to see what is causing the battery to drain•I received a call on 13th April while on holiday to advise that the car has been looked at and there is NO problem with the wiring as I had previously been told on the 8th April 2026 that this was the issue. The master technician has advised that all that needs to happen is the battery needs to be charged and the car will work as expected. The battery being charged should have been done as part of the alternator being replaced initially.The garage would drive my car to see if the problem persists following the battery being charged.I then received another call on 16th April confirming that the battery was NOT holding a charge and in the space of less than 2 days had drained to 78%.I was advised that the battery itself is fine but the car needs to have its fuses and units checked to see where the drain is occurring.I received a further call on 20th April to advise that the cars fuses had been checked and that there is no issue with them. The issue is pointing to the battery needing to be replaced and upon replacement this will resolve All issues.I raised concerns at the time that the parasitic drain needs to be found as replacing the battery, within days would have the same faults displaying.We agreed that provided there is no drain on the battery after driving, and wearside Audi technicians are happy with how things are looking, I would collect the car on 21/04/26.On 21st April 2026 I had a warning highlight in the MyAudi App on my phone. This warning was: “Loss of Tyre Pressure (Rear Right)"I contacted Wearside Audi via mail to ask what was going on. I then received a call to confirm that the car has had a new battery installed and still needs checked by the workshop. No mention of the tyre pressure warning until I pushed on this. Upon raising on the call I was told that the business manager had taken my car home (20/04) and went through some ‘roadworks’ which caused a puncture and this would need to be repaired.I did not give consent to allow anyone to use my vehicle for personal use and for a puncture to be caused is horrific. That also means that Lookers Audi Wearside have put miles on my car, could have caused damage using it for personal use and used petrol which I did not consent to.They quickly repaired the puncture, but are unable to find time to look at the faults on my car.Can you confirm this is normal practice for lookers to allow customers cars to be used for employees personal use?Upon a further call on 21st April 2026, I was told lookers would leave my car in the workshop overnight to see if there was a drain on the battery, provided there wasn’t I could collect the vehicle on 22nd April.22nd April 2026 and I received a call at 9:22am to confirm that the newly installed battery has not worked and the vehicle is still showing a parasitic drain. (Which I said it would)Lookers Audi Wearside now believed that the drain was being caused by the new Alternator which they had replaced between 19th March and 25th March 2026…….Again, still waiting on part number / order number to be confirmed but they have offered for me to look at the part in the workshop which they took out but this could be from any vehicle and proves nothing.At this point I had stopped ringing and emailing for updates as Lookers Audi Wearside were clearly unable to diagnose the issue and I was feeling extremely stressed, let down and anxious about the whole situation. Which they were well aware of.On 23rd April 2026 I received an email update stating, “Unfortunately I do not have any updates” - a completely pointless update.To make things worse, fast forward to 27th April 2026 and the update I was again given on the phone was that there is no update and we do not know what is causing the parasitic drain.I was at this point informed that my vehicle was being looked at as part of emergency bookings only - this is 1 hour a day set aside to look at emergencies that come in, if the workshop have time but the workshop was currently fully booked. As I stressed, my car is clearly not being looked at as a priority and has not been since Lookers Wearside Audi took £42,500 from me.I get the impression that they feel I have a courtesy car and that should satisfy me but it is the complete opposite, I want the car which I have purchased.I have requested the fault code for the parasitic drain and the mileage currently on my vehicle. I am still waiting for these details along with part number / order number for the start / stop.On Monday 27th April, following a conversation with my wife and the Citizens Advice Bureau, I issued Lookers Wearside Audi with a time of the essence letter. In which I stated that they had until Tuesday 5th May to diagnose, resolve and hand back to me a faultless car. Otherwise I would need to go down the route of potentially rejecting the vehicle.I spoke with Richard Hyde after issuing the letter and he thanked me for my patience to date, again reiterated how busy their workshop has been but my car was a priority, which it clearly is not. He also stated that if I was to go down the rejection route under section 15 of the consumer rights act, Lookers Wearside Audi would support my rejection claim.30th April 2026 - received a call and mail to confirm that Lookers Wearside Audi would not be able to meet the deadline of Tuesday 5th May which I had set out in the time of the essence letter which was sent on 27th April.They could not meet this deadline as they were still diagnosing the fault. They then confirmed that they were switching my vehicle from Diagnostic Technician to Master Technician. To say this shocked me was an understatement as I have been told multiple times that a master technician has been working on my vehicle as this level of complexity required only a master technician. (Refer to 13th April when the master technician stating the battery needs charged for example)The areas checked as of 30th April were fuses and two control units. The technicians still needed to check further control units one by one. Each control unit requires 1 hour rest between checking.Lookers Wearside Audi also confirmed that there are 40 units to be checked. I was told that the diagnostic work should be complete by 8th May which would be into the 5th Week of Lookers Wearside Audi having full access to my Audi Q7.I have stated in a reply email that I am happy to extend the deadline for diagnosis to be 8th May which Audi Wearside have since said in a reply mail that the “8th May is a tentative date due to the various priorities that the dealership has diagnostically, however please be assured that progress on your own vehicle is discussed daily within our Aftersales Leadership team.”It is absolutely no use this being discussed at a daily aftersales leadership team meeting when there is not a priority to diagnose and fix the issue. This to me shows already that what I have been told is complete rubbish and the dealership are once again backtracking as my vehicle is not a priority and already have the money which I paid for the vehicle.I had to ask Lookers Wearside Audi about providing me with an alternative fault free vehicle if they are unable to diagnose and fix the faults. I have since been told If I find a car of similar value and mileage this is possible but is not a simple swap. I can test drive one if it is based within a north east location but if it were outside of the north east, I would need to pay for the cost of the vehicle being transported to site.From an aftersales point of view, this is horrific again. Taking all things into account the approach in this situation should be, if we need to find an alternative vehicle, Lookers Wearside audi will pay for the transport of the vehicle due to the shocking experience that I as a customer have received.Throughout this whole process of owning the vehicle and dealing with the garage there has been little to no proactiveness to get the faults resolved or present any options to take things forwards.In the same conversation I have been told that if I reject the vehicle I would need to pay 0.40 pence per mile charge levied against the original purchase price which would simply be deducted based on the mileage covered since the vehicle was invoiced and against current mileage. Please be aware that the mileage advertised on the vehicle order and agreement which I signed on 19th Feb 2026 was 18,700 miles. However, having checked the MOT certificate issued on 27th Jan 2026 showed 18,776 miles but I did not purchase the vehicle until 20th Feb 2026. Therefore it raises questions around correct mileage added to which my car has been used for personal use by members of the Lookers Wearside Audi staff whilst in for repair.This raises instant questions around how they would calculate and determine mileage for issuing a cost to myself.I have stated how appalled I am that they would want to take money off me for the miles the car has covered if I reject the vehicle as it has spent more time with Lookers Wearside Audi than myself.If I do reject the vehicle I would expect NO charge to be myself for miles put on the Q7 and if anything I would expect to be compensated for the stress and inconvenience that has been caused by the sale of a Faulty vehicle from Lookers Wearside Audi.I would also expect to be compensated as Lookers Wearside Audi sold my part exchanged vehicle on 24th Feb 2026. I part ex’d at £15,500 and the vehicle was for sale on Lookers website at a little over £20,000.Therefore if I were to reject the vehicle Lookers Wearside Audi would be happy to charge me for using the vehicle for 34 days and I would be left with no vehicle and worse off than before I went ahead with the deal for the Q7.As a customer of what I thought was a reputable business I find this completely appalling.I was told I would get an update on Friday 1st May via phone to say how the master technician is progressing. Upon sending this mail I am still waiting for an update…….As it stands on - 1st May 2026 I still have no clear timeline of when I can expect my vehicle to be back with me. I have zero faith in lookers wearside audi and their ability to resolve the faults.The whole experience ruined my 40th birthday and the plans we had to go away using the vehicle. I was told by Richard Hyde that I could use the courtesy car to travel to Edinburgh but the insurance I have been given by Lookers Wearside Audi clearly states you cannot exceed 150 miles driven per day.Throughout the past couple of months I feel I have been very reasonable and understanding towards Lookers Wearside Audi but I am now at the end of my tether. I would like assistance to resolve this situation ASAP by one of the following options below or an alternative suggested solution by yourselves.••• Vehicle being diagnosed by 8th May 2026 and FULL timeline given when I can expect it to be back with me fault free.•••• Alternative replacement Found ASAP.•••• Vehicle to be rejected and FULL amount of £42,500 refunded back to me along with compensation for the stress, worry and inconvenience• that has been caused by the sale of a faulty vehicle by Lookers Wearside Audi.•If Lookers Audi Wearside are not able to diagnose the faults - can you confirm if I can have the vehicle transported to another Lookers Audi site and diagnosed as priority?Alternatively am I able to take the vehicle to an independent Volkswagen, Audi group specialist who will diagnose and advise how to fix the faults with Lookers Wearside Audi having to reimburse me the full cost?I am happy to discuss any of this and I apologise for having to contact you but I feel at this point I have done everything I can to try and resolve the situation.My contact details:Phone: 07545224986Email: markpotter12@googlemail.comCould this be looked at as soon as possible as this is causing myself and my wife sleepless nights and having to look after three young children puts more strain on us.RegardsMark Potter

Salesman very helpful and informative, however couldn't reach an agreeable part exchange figure