Stratstone - Audi Amersham Bewertungen 

Audi broke my car with a Diesel Emission software update, then told me to dispose of it.

A shocking experience from start to finish

I took my Audi A6 Avant in for a routine service at Audi Amersham in November 2024, having just paid £521 to Audi UK for a service plan. Without warning or informed consent, a software update (23Z2) was applied. I was told afterward it was “just a gearbox tweak.” Weeks later, it emerged it was Diesel Emissions related.

Immediately after the update, the car began revving up to 7,000 RPM, slamming into gear, and sounding like a tractor. Audi’s own senior technician confirmed the fault and booked it back in. Despite this, I was told “no fault found” and sent away with the same issues.

I drove over 250 miles a week for months in that condition. Eventually, mechanical failure occurred. Audi Amersham told me, “We have no alternative but to provide a replacement car.” But what followed was a slow retreat from responsibility.

An initial £9,000 offer came with no replacement vehicle. Then silence. After the fuel pump failed, I was offered £4,500, but only if I dropped the complaint entirely. Finally, I was told to “make arrangements to dispose of the vehicle.”

In the end, I had to scrap my car. A £16,000 vehicle reduced to £2,000 because of an update I never agreed to.

Over 50 hours of calls, emails, and delays. No accountability from Audi Amersham, Audi UK, or Lithia Motors. Just blame passed around with no resolution.

I would strongly advise anyone considering a service here to think again. This is not customer care. This is corporate evasion.

Let’s now wait for the generic “we will ensure your feedback is shared with the management team” reply from customer care, followed by no actual action.

UPDATE
Yes the generic response, with no additional contact by anyone. Looks like we shall see what the courts say.

More updates to follow.

Whilst I contemplating buying my car the sales staff were very much engaged.

After buying and collecting my car, after sales service went completely downhill.

It took over 3 months to get a second key that was supposed to be with the car at point of sale. Numerous calls and emails to get this resolved went unanswered. No call backs were undertaken. Escalated to sales principal via email, after which key was then supplied. No communication from principal or sales staff only from engaging service staff.

Service staff were very good on the day the key was supplied and programmed to the car, although with a complementary car wash this took over 2 hours to complete whilst I was waiting, the expectation set was about 1 hour. The courtesy wash was not as good as I had expected from this dealership. Large areas remained uncleaned.

Overall too busy to concentrate on quality of service. Zero aftersales service

Was expecting a better service, my previous experience at other Audi garage was much better.
No reminders sent.no video sent.

Audi Amersham I’ve used this particular branch for many years and always had a good experience. But this particular time I was treated extremely poorly. The mobility side, myself and my mother, with the managers was just as bad. They did not sort out any of the issues for over five months after being aware of this from the day I picked up the vehicle. The manner in which they dealt with us was unacceptable. Will never use this branch again.

Make sure that you book your service way in advance to obtain the pick up and drop off service otherwise you’ll be paying a premium in taxi fares!!

good customer service how ever engineer forgot to update the next service update warning in the car so will have to go back and have that updated

Bad experience, with Service

I bought my car a year a go from this dealership and communication was non-stop to get the sale. Since the sale, I have been very dissatisfied with the service. I was promised I would be sent the second key in the post. It has been a year and I still have not received it. I have sent numerous emails which have all been ignored. When phoning the dealership, the person I needed was always 'busy' and I was promised I would receive a call back and never did. Luckily, on one occasion I spoke to someone in parts who was able to send me a new battery for the current key as it was running out, but am yet to receive the second key to my car.

Really poor service overall. I booked a service which you wait, other audi centres do it in 2 hours they told me 3 hours, the car was not even ready after 4 hours, and not even cleaned forget from inside but even from outside. Pathetic and poor experience overall. My son had to wait in school office all due to them taking forever and returning a poor service overall

Apart from the poor service, they advised that as my rear wiper is not working it will fail the MOT, later when I checked, rear wiper is not even part of MOT and got the MOT pass the very next day with another dealer. What is annoyed is due to such misinformations they wasted so much of my time.

Please avoid.

No communication, service video sent after car is collected. Sit on the car the whole day, despite assuring customer it would be done early if pre booked for an early drop off.

Following on from reply back - I am struggling to see how you will incorporate the feedback as no one has attempted to even ring and me understand the details. But also not my first time using this branch, it’s the same each time and always the same reasons - which begin to feel like excuses when you hear them multiple times! I am concerned there’s no real determination to learn and better their service at all.

Called up two weeks ago to talk about coming in to view a Q4 & Q6, was told I didn’t need to book an appointment, they took my details and I didn’t receive a call back. I went into the showroom as I said I would to find no one could help me as everyone was busy. So I asked if I could look inside a Q6, was told one was outside charging and I could look at that but there was no one to show me it and no one could give me the keys to see inside! Sadly a waste of my time going there! Very shambolic!

staff very helpful and good service very happy.

I had called Audi Amersham to report an issue with Audi Q6 -October 2024 - start of winter - steering wheel heating not working, Air con not working , Auxiliary Air-con not working. I was told that a software update will resolve the issues. I requested for a courtesy automatic car clearly on the call.

Car was booked for the 1st week of December 2024- one day before I got a call stating that there is no courtesy car hence will have to rebook for mid January 2025.

January 2025 a day before again I get a call that they have a courtesy car but will confirm next morning if it's automatic. Next morning I get a call stating its manual so if I want can take the manual car. I refused and asked them to collect the car when I am away on holiday as the next date for the courtesy car availability was at the end of March 2025.

Car get collected on February 1st week - software is upgraded. Steve from Amersham Audi calls me and updates me. I asked him if everything is working as expected and if issues that were reported fixed? I was assured yes all is okay and issues are fixed. Next morning they wanted to deliver it back. As i wasn't around I made sure someone was home. I called again in the morning asking if they are sure if auxillary Air-con is working as I could not turn it on from the app and had same error as before. I was told yes its working from the car and its not working from the app as it needs reconfiguring - which was weird and I didnt agree then but accepted for car to be delivered trusting Steve.

When I was back I checked the car immediately. Trust was lost - Air con - NOT working, Auxiliary air con - NOT working, Steering wheel heating - NOT working and to top it - left hand side charging port NOt working.

I called again and asked why charging is not working and none of the issues were fixed. To my surprise I was told to call Audi breakdown to get it fixed. Audi breakdown came but by then I thought of using the right side charging port which luckily worked.

Next morning I called Audi Amersham again stating that none of the issues are fixed and I have a new issue. Can the car be booked immediately and issues resolved. To my surprise no importance was given to the wrong job carried out by your own engineers but was given a date in May 2025 - after almost 2 months. PATHETIC, UNPROFESSIONAL , INCOMPETENT.

@Stratstone - After response below:

What is that you will change and how will that improve my experience or take care of the issues I am facing? I havent even received a call from your end - just an email two days back asking for my address.

Cleaning services not up to Audi standards. Service customer service good.

Things that were supposedly fixed were not fixed

Having had a poor experience in a local Audi dealership near Windsor (won't name which one!), I now take my Audi to Amersham. Their service has always been great, really attentive staff, always quick to book me in, plus Mike in the Service Team always does a sterling job handling my car when it comes in.
Would always recommend this dealership

I asked for my vehicle not to be washed and it was washed. I also have a mileage discrepency on my digital service history that has not yet been corrected.