Stratstone - Audi Shrewsbury Reviews 

I am currently sat in the waiting room at Audi Shrewsbury having had the poorest customer experiences of my life.

On April 25th I purchased a used vehicle (2017 A4 Avant). Within 30 miles and 24 hours the car experienced an engine warning light. I reported it same day, cleared the code, which returned next drive.

On Tuesday 29th I began attempting to book the car for diagnostic. After four days of promised callbacks that did not materialise I was finally able to confirm the car was booked in the following Tuesday 6th June. When I dropped the vehicle I was told that it was not booked in, nor was there a warranty recorded against the car, but they would fit the car into their day. I left the car concerned about the state of the warranty so contacted the salesperson who sold me the car, with a warranty.

Later that day it was confirmed that the fault would indeed, as I expected, require a replacement part. I was told at the same time that the repair was not covered by a warranty, but that 'sales would cover it'.

After a further two days (and a sleepless night) trying to contact someone to discuss my concerns I walked into the showroom on Thursday 8th to return the vehicle. I removed my things, handed them the other key and returned the car to their possession by 10am with the promise that the sales manager would call to discuss the paperwork.

That call did not materialise either.

So, a full five days later, I am back at the dealership, requesting my full refund under the consumer rights act. I have been here since 9.15am, it is currently 12.40pm. I have had a salesperson try to convince me to keep the car under a full warranty, which I am obviously not interested in. My current status is that I have:

- no information about the warranty, what it does or does not cover
- no written acknowledgment of my return 8th May, nor the fact that the car has been in their possession since Tuesday 6th May.

I have been told that, without the V5, which I have not received, it is not possible to process a refund. I have questioned this as it seems perfectly legal for the dealer to retain the car and sign an agreement with me to return the purchase price on the basis that the V5 will be sent when it is received. No progress has been made on this point since 11am. It is now 12.45pm.

---

Update: shortly after posting this review and contacting central Audi complaints, a sales manager said they were 'on the phone to the DVLA'. 20 minutes later they said that they would indeed process a full refund, but that it would take up to four days to return to my account. I requested an acknowledgement of the return and the refund, which the agent did send once they realised I would not leave until it was received.

I will update this review if/when my full refund materialises.

---

Update: I have received a full refund as of this morning 15th May. That's one full week from rejecting the vehicle to getting my money back. Needless to say I will never darken their door again.

Having had a catalogue of issues I do wish I’d read the reviews before purchasing a second hand vehicle from this dealership. They are great in sales, but if you are unlucky enough to buy a car with issues as I was then the aftersales is shocking. It’s really put me off Audi and it’s a shame as I do like the brand but don’t want to have to travel for an hour to get to a decent dealership. I had thought paying the extra to buy from a main dealer would give me peace of mind, but it’s the opposite. First my car rear washer didn’t work from day one. They fixed that after a week or so, then returned the car, dropped the key on the front wing damaging both the key and the car, got me a new key - don’t respond to me for a Month when I wanted to arrange to collect it, then the alarm started to go off all the time for no reason. Car goes in on a Monday - comes back Monday evening and I am told it’s fixed - alarm goes off directly and then again at 3am meaning the car can’t be locked. Tried to book it in again, told there is no courtesy car available and suggested I call breakdown. Messed about for ages - raised a formal complaint with Audi and got something done. Car comes back and it’s showing low oil- I email the service manager - this is 11th April - still waiting for a reply. I hadn’t noticed it particularly initially but when the car was returned it also now won’t open the boot unless I use the key and the brakes are squealing. The saga continues. My advice as with other reviews, Audi are a good brand, a nice car but avoid this particular franchise.

I booked my car to have a service, 4 new tires and also for a seal on my door to be fixed as it’s come loose ( my car is one year old) on the 4th March, they did the service however they didn’t fix the door seal. They changed one tire and at that point the machine broke and they couldn’t replace any more ( I understand these things happen and it’s not Audis fault) I had a young lad who was in charge of looking after my car and when he told me what had happened he apologised and said he would speak to his manager about getting me a discount for the inconvenience ( the young lad was brilliant with me). I booked in for Saturday the 8th to get everything resolved however I get a phone call to say the machine still wasn’t working so it was booked in for the following Saturday the 15th.
When I left Audi on the 5th (they kept my car overnight to change the tires in the morning) I instantly get a tire pressure warning and the tire they had replaced was at 67psi (the recommended amount is 36) which made me feel incredibly unsafe. I took my car back on the 15th and tried to explain it all to a woman who took over looking after my car and she didn’t seem concerned at all about the issues I had faced and asked me if I wanted to continue with the tires being changed and the door seal to be fixed and I said yes, she tried to charge me full price after I had told her I was meant to be getting a discount which she tried to counter as I didn’t have it in writing, I then requested her to speak to her manager about the issue as I simply found the situation upsetting. When she did they came back to me and had offered me £10 off per tire which truthfully I found to be insulting so I turned it down, she then said would I still like my door to be fixed and I said yes when would it be done by, she said by 1 o’clock ( I got to Shrewsbury Audi for 8:30 and had no way to get back home) which I tried to contest as this work was meant to be done a week and a half prior and I felt it should be a priority to which she replied the staff are busy I didn’t proceed any further and left after this. Overall I found the service to be absolutely terrible, I left feeling incredibly upset and frustrated and would recommend others to be cautious requesting work to be done here.

A friendly experience, welcoming and friendly .

Wouldn't recommend. Communication poor. Incorrect prices given when payment and work to be done was agreed. Then they changed the price and said work had started so couldn't be stopped even though it took another 9 working days before the car was ready. Then had to find out from government website that car had passed the MOT rather from them. Only put 1 star as had to. ZERO stars actual.

I was tight for time while my car was being serviced and staff ensured service was carried out in time for me to leave for my appointment. Thank you Aaron at Shrewsbury Audi!

To start, my car was booked in with Audi to fix my e-tron flap, which wouldn't open. That went okay, but I was then told the badge had to be removed in the process, and they had ordered the wrong part. They said they would book me in again to get this sorted. Okay, things happen, so I let it go. I booked with them to get it sorted, but they couldn't get me in for a month. I mentioned at the time that I had been having problems with my main beam assist so they said they would look at the problem when I come in, day comes to take car in so I then explain the more indepth of the problem I am having with the car, and then I go away leaving with them all day i then get a phone call about 5 hours later saying Unfortunately they have ordered the wrong part again, the worst part about this is about a week before I got a call from them stating that am I still coming to the appointment I stated yes and I just confirmed on the phone that what happened last time the wrong part was ordered and they reassured me on the phone yes they have got the part in and its all good, and then when I came back to pick up my car they said there was nothing wrong with the headlights, and the engineer came out to me to explain and then I explained again whats happening and they then realised and told me they have been looking at the wrong thing they were looking at the headlights not the pre sense camera, so they then stated okay sorry we will look at the logs of the car the next day and call me first thing the next day, sitting here now no call later i tried calling no answer tried calling every department nothing, and now I have to wait another half a month to get booked in to look at the car again honesty very frustrating

13 hours ago
POOR EXPERIENCE
I Popped a secure deposit on a vehicle i intended to buy at 7.50 am .

After being contacted to confirm this on the train before my requested call..
Confirmed a call and the appointment on Saturday.

Lyndsay then contacted me at 12.50 to say the vehicle had been sold and suggested someone had been filling paperwork out even though I had reserved before opening times.

Poor service and integrity as a Audi branded garage .

Excellent all round service

Very good customer service and went out of their way to assist even when met with unforeseen issues. Helpful and friendly advisors each and every time I called or visited the dealership.

Review keeps getting deleted by dealership. I have included ordered number below. Legit review.
Happy to also provide receipt to Trustpilot

We purchased a Q3

We asked for ambient lights to be added but told for this to be included it was part of the luxury pack which is £1500

After delivery they notice that the light is not included.

We have been in contact to resolve and they have been uninterested

We then find out that the ambient light is an £100 addition and not part of luxury pack.

PAID FOR SOMETHING WE DIDNT WANT AND DID NOT RECEIVE WHAT WE REQUESTED

Also the luxury pack caused vehicle price to then incur luxury car tax.

Totally oversold and profited from. The dealership had been terrible and not responding. Now dealing with head office. I will continue to post these reviews and will be naming and shaming the sales agent.
Absolutely disgusting.

Retired and looking for a nice new car only to be ripped off

They keep deleting these reviews.
For reference purchase date 20 December
Order number 14490346

I live 45 miles from the dealership and was asked to get my car in for a service at 9.00a.m. which I duly did. They didn't look at the car until midday and didn't complete the MOT until 4.00p.m. They didn't even offer to take me into town or somewhere else. After walking around the industrial estate for a few hours I got very bored. Very disappointed in their service and wouldn't recommend them to anyone.

Poor dealership, never pick up the phone. Have zero interest in calling you back. Complaint logged with Audi customer services... several messages left for Service Manger to call me back, still no response... Audi has gone into limp mode on 2 occasions. Now leave me with no choice but to stop the finance on my car, whilst Audi Shrewsbury decide to actually do something...

We had an issue with a new car that Audi dealt with efficiently and they were very helpful in solving our queries

Fast, polite service

Just completed my MOT and service, vehicle was looked after, video inspection was great to see. Most of all Kat J from Service team provided exceptional service.
A++++

Did not deliver what they had promised with no feed back of the work carried out was not sent back to myself in email or requested call back

Great team super helpful

Excellent experience & communication