Michelle D

Very poor experience

From start to finish, my experience with this dealership has been extremely disappointing. After purchasing a car, I transferred the payment only to be informed by email (when I was due to collect it) that the windscreen was cracked but would be replaced later in the week. Just two days after receiving the car, the engine warning light came on and the car began juddering, so I had to return it. The car was returned to me two days later, but the same issue reoccurred again within another two days and the promised windscreen replacement had still not been carried out. At this point, I lost all confidence in the vehicle. Despite it being under two years old, I requested to return it. Unfortunately, my dealings with the manager, Rick, were unprofessional and dismissive. He offered no apology and his condescending manner only reinforced my decision never to deal with that dealership again. I was told the car would be collected and that my refund would be in my account by close of play Wednesday. This did not happen. After repeated calls and emails, I was told it would definitely arrive Friday, but again it did not. I eventually received my money the following Monday, but not the additional reimbursement I was promised (for insurance I had already paid for the year, road tax, and a full tank of petrol). I raised this with Audi UK, who assured me that the matter would be resolved and the money reimbursed by last Thursday. To date, this has not happened, and Audi UK are no longer responding to me. This entire process has been stressful, frustrating, and deeply unprofessional. Given the lack of care, accountability, and follow-through from both the dealership and Audi UK, my next step is to escalate the matter to the Ombudsman. Based on this experience, I no longer have any confidence in purchasing an Audi in the future.