Audi Q5 2023 - 40 TDI Quattro S Line 5dr S Tronic

Quite unhappy with the bookings team at this Audi Service Centre. I called in and booked a repair under warranty back in July. I needed a rental car whilst they worked on mine and I mentioned this clearly when initially booking. I was told that there would be no rental cars until September and I said that’s fine and booked and waited until September. I got there in September and was told that I didn’t book a rental car. I repeatedly mentioned that I did otherwise why would I have booked 2 months in advance. They then said I’ll have to rebook if I wanted a rental car and that it would also have an admin fee of \xa330 for the car. I’ve had other repairs from Audi Erdington and never had to pay anything under warranty before. The reason they gave for the \xa330 was due to their “new insurance policy”, which I think is a terrible reason. Your business’ poor choice of insurance shouldn’t reflect on the customer, especially given I was a warranty customer and everything is usually done under the warranty plan.

I’ve had the worse experience ever my car was sent in through the all in warranty due to a noise while reversing I was told they couldn’t hear the noise I believe they didn’t check as when I came to collect the car as I was told they made me wait an hour to only then tell me they found the noise that makes me believe they didn’t check anything earlier on so anyway I left the car with them for the next day then at 3pm I was told I needed the tyres changed before any work could be done that they could have told me in the morning as they did say to me I would get a call in the morning I didn’t so I had the tyres changed I was promised the car would be done within a week. So I gave the timescale I was told still nothing not even an update or a simple email to update me what is going on bearing in mind they did not give me a hire or courtesy car. So I went in on the following Monday to be told nothing had been done to my car so it had just been sat at Audi now for 3 weeks with them providing me no update what so ever not a email not a phone call after I went in on Monday I was told It would be escalated and I will get a call the next day we are onto Wednesday and still nothing from them this is the worse service anyone could ever receive

Horrendous customer service. Phones are never answered by the receptionist, and when they are, she’ll just hang up on you. When the receptionist (she said her name was Naj) finally answered she was rude and abrupt asking how did I know if she was being rude or not. I told her there’s no need to be rude. I have also been rebooked in 4 times now for work to be carried out and was promised a courtesy car & each time had to cancel because “there’s no courtesy car available for you” despite being promised one each time and was told it had been booked in. The service is atrocious. Staff training and better management required. If I could give less than 1 star I would. Not what I expect from an Audi dealership. You need to train your staff on mannerism and etiquette! Disgusting service