Andrew Allton in response to ABSOLUTLY DISCUSTING CUSTOMER SERVICE

Good Morning Lisa/Mark. I am really sorry and disappointed that you have felt the need to leave us a negative review. Your vehicle suffered an issue outside of the timescale of your 6 months parts and labour warranty. Although the car was out of warranty, Andy (director) still attempted to assist and find a resolution. Initially we liaised with Audi to ask them to ascertain whether or not this issue was linked to the known common fault with the engine installed on this model. Unfortunately, Audi played 'hard ball' and wanted £1500 just to diagnose any fault and wouldn't assure us whether or not they would contribute towards any repair going forward. We agreed that this was unfair from Audi and looked for another resolution. Subsequently, we put together a package whereby you could re-finance a new vehicle (at a financial loss to AW Carhouse, not yourself) and part exchange your old car. This was something that, at the time, you were very grateful for. Unfortunately, in the 10 months between collecting your vehicle and when we applied to the finance companies, your credit rating had significantly adversely changed and none of the panel of over 25 finance companies that we use would entertain giving you a loan. Finally, we spent a large amount of time and effort pricing up a repair for your vehicle and offered a substantial contribution towards the costs. You decided against this repair. We would like to add that from the onset of this issue, a representative from the broker that introduced us to your existing finance company had advised us NOT to get involved with this issue or try to assist as it was outside of our legal obligation. We went against that advice as we have always tried to help customers whether they are within their warranty period or not and obviously sympathised that you were without your car. For you to say we have fobbed you off, we feel, is totally untrue. We feel that we have tried to go above and beyond what would be reasonably expected of us, and we have certainly gone beyond what would legally be required. I am just sorry that you do not share this view. AW Carhouse

Lisa Rodgers in response to ABSOLUTLY DISCUSTING CUSTOMER SERVICE

Morning Andy Going past the first issue regarding the oil consumption test and onto the problem at hand. Not once have you offered any contribution to get the problem resolved all I ever got was I’ll get back to you with a answer on that and in 10 weeks that’s as far as we got. Mark came to you with a company who would rebuild the engine do a 100% job on it and would of come with there warranty, I’m sure I could of found some way of contributing to the cost. I would like to say Andy as done he’s upmost to try and help us it’s just a shame Paul Withers didn’t do the same on a number of times I asked for a meeting between the 3 of us and he always avoided them.