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Cheltenham Audi
Tewkesbury Road, Cheltenham, GL51 7PA
cheltenham
4.8 (1,888 reviews)
Cheltenham Audi
Tewkesbury Road, Cheltenham, GL51 7PA
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Took my car in for a routine service at Bristol Audi. The whole experience was non customer centric and they only seem focused on new car sales. Poor communication, poor follow up, no ownership, no apology until it was too late, cant deal with third party warranties only interested in their own. Most calls end up at a call centre, calls not followed up. Poor excuses made by management on the phone, told staff shortages although showroom visually has lots of people but again nobody prepared to take responsibility. I even emailed the CEO and still nothing improved. They charge £160 an hour for labour costs which may be acceptable for a premium brand if you deliver what you say you will do, you don’t! Avoid.
Dear Sir/Madam, I am writing to formally complain about the recent service carried out on my Ford Ranger at Mon Motors Newport. When I booked the vehicle in, I was advised that its first service would include an oil and oil filter change, a cabin filter replacement, a full vehicle health check, and that the vehicle would also be washed and vacuumed. I dropped my vehicle off at 9:15am and was told I would receive a call when it was ready for collection. However, I did not receive any communication throughout the day. At 3:30pm, I had to contact you myself, at which point I was told the vehicle was finished and was currently being washed and vacuumed, and that it would be ready for collection at 4:00pm. I arrived at 4:40pm to collect my vehicle, only to find that it had not been washed or vacuumed at all. This was particularly frustrating given that I had been explicitly told this was being done. When I queried this with the front desk, I was told it was “too late” and that you had run out of time. This is simply not acceptable. Customers should not be told that work is being carried out when it is not. Furthermore, when I spoke with the service manager, I was informed that the vehicle had actually been ready since 3:15pm, which raises further concerns about the accuracy and honesty of the information I was given. Overall, I am very dissatisfied with the level of service and communication. This experience falls well below what I would expect from a main dealer. At the very least, I expect honesty, clear communication, and that agreed services are either completed or properly communicated if they cannot be. I would appreciate an explanation for this experience, and what steps you intend to take to ensure this does not happen again. Yours faithfully Gareth H
Avoid this place....terrible service especially from the so called Manager who told me lies. They completely wasted my time and not a single apology. Just made excuses about high staff turnovet...sorry not my problem. I will never use this disorganised and unprofessional company again.
Newport Ford mechanic broke 2 of my locking wheel nuts and they refused to cover the cost of new ones. The arrogant service assistant told me they're trained to the highest standard so it couldn't have been their fault. I came to pick up the van and one of the two new tires was at half pressure... visibly flat. 'Trained to the highest standard' ... yeah right. Embarrassing, arrogant and disinterested. Avoid.
The whole experience with the team was spot on from start to finish. I purchased a Volkswagen Tiguan, and Luke was an absolute star throughout. He’s such a nice bloke, really easy to talk to, and explained everything so clearly. I felt completely at ease the entire time and appreciated how well I was kept informed during the process. It’s rare to feel this looked after when buying a car, but they nailed it here. Couldn’t recommend them highly enough!
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
