The text below highlights my experience with Cheshire oaks I writing to see if you can assist me with a complaint that I have raised following bad customer service after purchasing my car earlier this year. I am going around in circles and quite frankly getting nowhere, so am looking for some advice and help with taking this forward as I’m getting quite stressed and worried about the whole issue. My complaint is about my experience with Cheshire Oaks Audi and VWFS in regards to my Audi RS3 ‘my realistic dream car’ and the ‘lack of’ aftercare I’ve received from less than a week of leaving the garage. At the end of this letter I will summarise the issues I have encountered, however more in-depth details are noted below for your information. Issue 1 – 9th July 2024 My father and I set off by bus from Argyll and Bute, 4.5 hours took us to Glasgow which was the first part of the journey and then we made our way to Cheshire Oaks Audi (Cheshire West and Chester Ellesmere Port Chester England) – a further 4.5 hours on public transport. Upon arrival we were greeted by Kenny Baldonado a very friendly and pleasant sales rep. We discussed and looked over the car to notice a couple of light scratches not meeting my approval – these were immediately buffed out and the situation was resolved without any issues whatsoever. All the relevant documents were signed and the deal was complete. At this stage I was offered a £150 voucher, this was to be emailed to me asap, at no point of this discussion was it mentioned that a condition of receiving said email, was for me to give the garage a five-star review. Leaving the garage, we both made our long journey back to argyll and Bute arriving home after midnight. The following day, I decided to give the new car a wash and noticed that the quality of the alloy wheels was not great and noticed a few stone chips that I didn’t see on the day of purchase. I was told by the sales rep, Kenny that from where he was standing, they could have been new since point of sale. I was disappointed and unsatisfied with his attitude towards my grievance and as a result, when the review form came through, I gave an honest review of Kenny the garage and Tom (the sales manager). This honest review then resulted in me losing the opportunity to receive the £150 voucher which was promised which I would have used on a retailer product or mudflaps for my car. Issue 2 – 23rd September 2024 Just 78 days or 2.5 months after receiving my new dream car, I heard this loud squeaking from the exhaust when driving in dynamic mode. I did some research and read some online Audi group forums and found lots of people have experienced a similar issue which was the very same as what I was experiencing - the exhaust valves squeaking/rattling. I booked the car into my local garage (Glasgow Audi, Hillington) straight away, who were very helpful indeed. The technician came and listened to the noise, took the car for the afternoon and diagnosed the problem as (and as I thought/researched) the off-side exhaust valve and concluded that the car requires the rear section of the exhaust to be replaced. The dealership looked their records to see if this repair was covered under my warranty, it was not. The bill is set at £2394, a sum that after discussions with family and in a consultation with Consumer Advice Scotland I should not have to pay. I phoned Audi Cheshire Oaks to explain to be advised that there was nothing they could do and that they were not liable to pay for this repair as it is not covered under warranty. 11 October 2024 – 2 December 2024 At this point I raised a complaint with VWFS. A case worker Mohammed Ahamed contacted me in December and straight away said that it was not the finance company’s responsibility to pay for this at all. In addition, he advised I was over my mileage allowance stating that the car was no longer in warranty or the 30-day walk away warranty and that the issue was not complained about in that relevant timeframe. I asked Mohammed to give me a call back as I needed more information to get further advice from Consumer Advice Scotland. They yet again advised me that the burden of proof as per the ‘Consumer Rights Act 2015’ states that products should be of satisfactory quality and free from defect. Based on this, the burden of proof falls on Cheshire Oaks Audi within the first 6 months post sale, I am still well within that timeframe - Audi Cheshire Oaks has failed to prove that this problem was not present at time of sale! I’m not a mechanic and do not know a lot about exhausts - Audi Glasgow have confirmed to me and stated that it is impossible to prove that the problem wasn’t present at time of sale, therefore I believe that I am without a doubt, not liable for any charges for this repair. In the final report Mohammed mentioned that I had gone over my expected mileage at the time by 359 miles so ‘had more than fair usage of the car’. From my home address to Glasgow Audi in Hillington (to get my car diagnosed for this problem) it is a 278 mile round trip and from Audi Cheshire on the day of purchase was 377 miles. So that’s 655 miles and would explain my over expenditure of my expected mileage, this was all to do with the issues I have with the car nothing more. At that time, I believe this was an unfair resolution and a grasp to escape the repair bill - he concluded the final report saying that VWFS where willing to pay 20% of the bill, again this is in my eyes not acceptable. This is my main issue out of the three issues detailed – 2 with VWFS and the other with Audi Cheshire Oaks at present time. Issue three – 25 November 2024-27 November 2024 I phoned my local garage, Glasgow Audi Hillington to book my car in for a service and mot, to be told they could not see my service plan or mot on the system. They stated that it’s sometimes a mistake from the difference in groups in uploading documents to the Audi system and advised me to contact the dealership I purchased the car from. I duly phoned Cheshire Oaks Audi, the girl I spoke to was excellent and gathered all the information need from Kenny (the sales rep I purchased the car from) she was able to confirm at the time of purchasing my car, it was indeed included in the PCP deal. I then asked for confirmation of the reference number in order I could pass this onto Glasgow Audi Hillington to get my car booked in for Service/MOT etc. A couple of days later, the same girl phone me to advise that unfortunately the ‘RS’ range where not included in this deal – again Audi Cheshire Oaks at fault here. They should have the experience and knowledge when selling add-ons of what is and isn’t included in service plan packages. From the above you can understand why I am really upset, frustrated and stressed by this constant disappointment of what is now turning into a burden of a car! However, with all these things in mind, I’m not asking for a service plan or the £150 voucher I’m simply looking for the repair or replacement of the “exhaust rear section” this bill of £2395 is colossal. I have already replaced 2 tyres and expect to have all break disks and pads to replace in the coming months plus the cost a service to the car. To purchase this car, I was aware it was a very expensive car to buy and was fully aware and prepared of the costs involved for normal wear and tear out lays. I just feel frustrated and disappointed with Audi as a whole, I have always had a keen interest in the brand from very young, my dad has had 2 Audi A4s and shortly after I got the RS3 dad purchased his first A5. I have had an Audi A3, S3 and now RS3 so am a very loyal customer and have never ever experienced such poor and appalling aftercare service ever. To summarise 1 - Not receiving £150 for mudflaps agreed with Thomas Harrison – just because I left an honest review which in no way is a bad review. 2 - Refusal to fix my exhaust at no cost to me cornering me to get me to accept the 20% offer 3 - Being mis-sold a Service and Mot PCP Agreement Eventually after all these issues Audi uk paid 40% of the repair writhing 7 days of the work carried out and the finance company paid 20% of the repair bill I’ve now been speaking with sales manager Adam Gibson who assured me 14 days ago 7-14 day for the payment to be made. I called him back and the payment had not been actioned I’m still waiting 6 and a half weeks since the repair was carried out. Do not buy your car here!

In January I purchased an Audi A4 avant from Harry Conlan at Cheshire Oaks Audi. During the negotiations I specified that he must include a service pack in the deal. I specifically indicated that he could either include a service pack in the deal or I would purchase the vehicle on a PCP which includes two services and then pay off the PCP in full. I know that this latter choice would cost the dealership a considerable sum of money. He agreed to supply me a service pack within the deal (also agreed by his manager). To date he has failed to add the service pack to the vehicle, I have spoken to him by telephone without any effect, my emails go unanswered. I fail to see why a salesman would act in such an unprofessional manner. I would like this resolved ASAP, L have been a loyal customer of this dealer for many years and purchased my previous A4 from here. I expect better!

Very efficiently serviced, well informed and helped by service adviser Beth with the car being collected and returned by a friendly Barry.

A big thanks to Service Adviser Hayley Parry at Cheshire Oaks Audi who dealt with the warranty company on my behalf to get my Audi A3 repaired, great communication, excellent repair, 100% satisfaction, thank you, Neil Kenrick.

Bought a car from them on Saturday, put down the deposit and signed all forms only to receive a call on Tuesday to say the car had already been sold and that it would take 5 days to get my deposit back. Very little apology, very little attempt to source a replacement and very disappointed with the service.

Tamara sold us an Audi A1and she went out of her way for us. we are in our seventies and she was so caring and helpful,so much so we wouldn't go anywhere else for our cars.

Called in with no appointment to get my tyre dust caps removed because they were sized on. Received excellent attention straight away from a guy called Chris and the four tyres were sorted out including mending a puncture in my rear left tyre. Everyone had a lovely manner about them and their attitude was outstanding can't thank Cheshire Oaks Audi enough