Serpil A

Poor Aftersales

Purchased vehicle in March 2025 paid full sales price in cash. Within 2 weeks the car flashed up a mechanical fault image on dashboard. Was told by Bury St Edmunds Audi that this was a technical problems so AA & Roadside Assistance called. Problem continued. Called Bury Audi again told to take vehicle for long drive and this would resolve issue. After 3 months the vehicle booked into Cambridge Audi as our nearest dealership Bury St Edmunds Audi wouldn't book us in until 4 weeks later. By Mid May 2025, we finally got the car seen with promise of a loan vehicle. Which turned out to be Automatic Electric car. Never in my 40 years of driving had I driven anything other than manual vehicle having purchased manual we expected them to provide us with manual and not to be so rude and tell us that everybody drives an automatic. So we refuse the loan car. I was also told that vehicle would be ready that day. Only to discovered that it was faulty part which needed to be replaced. They wanted to keep the vehicle overnight. They didn't understand they without any vehicle form of transport making 25 miles trip back would cost us. The Manager was more interested in her meeting than dealing with her upset Customer. Eventually we resolved that issue as well as lack of communication. Promise was made that when vehicle came back to finally fix the part that they would replace fuel used. Vehicle brought back after the week as I was still very upset at the way I was treated previously. They also had the nerve to ask for a good review based on grating us, When I thought that they realised their mistakes. Another promise was broken as no fuel wasn't sorted. It will be a long time before vehicle is ever returned back to this dealership. As our trust and faith had disappeared completely. Sent an email explaining that we were very upset with our dealing with them, that they referred our complaint to Branch manager even after 3 months the engine is still not running smoothly, however there is no way that we would ever take back vehicle for Cambridge Audi to look at. Another offer was made to us as goodwill gesture, which again wasn't carried out. Big improvement required with Customer Services.