Sytner Group - Derby Audi Reviews 

I am extremely disappointed with the service I have received from Audi Derby and the way my concerns have been handled throughout this experience especially by bully Kevin Taylor and his lack of customer service.

We purchased the vehicle in good faith, but within just six days of ownership multiple problems began to arise. Numerous warning messages and error notifications were displayed, and there were occasions where the vehicle would not lock correctly. These faults left us feeling unsafe and with very little confidence in the vehicle.

When these concerns were raised, Kevin Taylor applied considerable pressure on us to keep the vehicle rather than proceed with rejection. We trusted the assurances given to us and attempted to give Audi Derby the opportunity to resolve the issues. Throughout these discussions, Kevin specifically advised that we would not be penalised for the mileage used should the vehicle ultimately be returned.

Due to the faults and safety concerns, we deliberately kept the mileage as low as possible and only used the vehicle when absolutely necessary. The vehicle was not being used normally because we did not feel comfortable driving it whilst warning messages continued to appear and there were issues with the locking system.

Despite this, we formally rejected the vehicle on day 8 of ownership, well within the 30-day short-term right to reject period. What followed was a prolonged and frustrating process. There were significant delays in providing a suitable replacement vehicle, and throughout this period we were left waiting for a resolution whilst continuing to deal with the consequences of purchasing a faulty vehicle.

What has made this situation even more disappointing is that Kevin Taylor is now refusing to reimburse the finance payment we were required to make whilst the defective vehicle was in our possession. This is despite the vehicle being rejected within the first 30 days, despite the faults being reported almost immediately, and despite the assurances given that mileage would not be an issue should the vehicle be returned.

As a result, we have been left financially disadvantaged through no fault of our own. We entered the dealership expecting to purchase a reliable vehicle and to be in the same financial position had the vehicle proved faulty and been rejected within the statutory period. Instead, we have been left out of pocket because of the delays in resolving the matter, the pressure applied to keep the vehicle, and the refusal to refund payments made during a period when we were actively dealing with a vehicle that was not of satisfactory quality.

This does not leave us in the same financial position that we were in when we first entered the dealership, which is fundamentally unfair. We acted reasonably throughout, reported the issues promptly, kept vehicle usage to a minimum due to safety concerns, and exercised our right to reject the vehicle within the 30-day period.

The entire experience has fallen far below the standard I would expect from Audi and a main dealer representing a premium brand. A customer should not be pressured into keeping a vehicle that develops serious faults within six days of purchase, should not have to wait unnecessarily for a resolution, and should not then be left out of pocket after exercising their right to reject the vehicle.

Unfortunately, what should have been an exciting purchase has turned into a stressful, time-consuming, and frustrating experience. Based on the service received, I would not recommend Audi Derby and would urge the dealership to review both its customer service practices and the way legitimate vehicle rejection cases are handled.

I provided a warranty certificate, but it worked for car service without a question; it did not work for warranty work at the same time. I was told to update the VRN on the certificate of personal number plate, and the contact phone was incorrect. Finally, sort out the new certificate and emailed Derby Audi. No reply for 2 weeks. Finally, I rang and made an appointment, and left the car at Derby Audi. At the end of the day, I was told I had to bring the car back again because one part is out of stock. Booked the car again. The mileage recorded on the customer statement is 43128, but it should be 57450. It was 56385 when Derby Audi carried out the service on 19/05/2026.
The company offered a complimentary car wash. Never washed the car; that happened twice. But the car was picked up from the car wash area. I believed to show on camera that it went for a wash.

Chloe was fantastic in welcoming me in and getting the work on my car done promptly. And when the car was ready she got me on my way efficiently. She is a Credit to the team.

Aaron was great. Sorted the car ready to be collected in short order.

Been using Derby Audi for many years, always find all staff really pleasant and accomodating.
In particular Colin Harvey who I have dealt with many times. Thanks Colin.

Overall, a good job with efficient and constructive communication. Some items requested in the booking process were not passed through to the work schedule.

I have now used this Audi dealership twice, and unfortunately both experiences have been disappointing.

On the first occasion, my car (which was under warranty) was kept for 10 days with no courtesy car offered and very poor communication throughout. After raising a complaint with Audi Customer Services, I was contacted by a manager who apologised and reassured me that my experience would be better in future.

However, my recent visit raised further concerns. An engine management light appeared, and I was advised that a software update was required. I was initially told this would not be covered under warranty and that I would need to pay for both the diagnostic and update. When I queried this, I was again told it was not covered.

I then contacted Audi Warranty directly, who advised that the dealership should submit a request rather than outright stating it was not covered. When I challenged this at collection, the dealership then decided to check with Audi Warranty. I was kept waiting for nearly an hour and was not allowed to take my car during this time.

Eventually, I was informed that the work was indeed covered under warranty and no payment was required. This entire situation could have been avoided if the correct process had been followed from the outset.

Overall, this reflects poor communication, lack of clarity around warranty processes, and an unsatisfactory customer experience.

Great experience with Derby Audi, especially Gareth with the Bodyshop team. Speedy repair, high quality, car returned clean inside and out.

Thanks!

Great customer service kept well informed on the repairs my car needed

Car service went smoothly from start to finish. No problems at all - happy customer.

Bayley was very helpful throughout and they wen above and beyond to ensure I was satisfied!

I have never been to Sytner Group - Derby Audi before .
During my visit I was guided and looked after from the moment I arrived at the car park . The service from all members of staff was excellent. I was kept informed by text the cars progress through the workshop and the completion time for the job. At every stage the staff were first rate and couldn’t do more to help.
Thank you Derby Audi for excellent customer service .

All round exceptional service

Jessica & Millie particularly good

I had an amazing experience with Derby Audi. On my first visit, Matthew was really helpful in speaking through my options with me and giving me all of the information I needed. I booked a test drive a week later and met Bayley who went above and beyond to make my experience positive. I didn’t feel pressured at any point and Bayley was always available for any questions I had throughout the process. He also made collection day very special and made sure to check in with me over the next few days and weeks to make sure everything was okay. Overall, I had a 5/5 star experience!!

I am extremely disappointed with the level of service I received from Derby Audi.

I booked my vehicle in specifically with Derby Audi after being assured that a courtesy vehicle would be available. I live in Burton upon Trent and chose this dealership over my usual one in Tamworth, as they were unable to provide a courtesy car for several months. Derby Audi confirmed at the time of booking that a courtesy vehicle would be provided.

However, upon arrival for my appointment, I was told that no courtesy vehicle was available. I was not contacted in advance to be informed of this. Had I been made aware, I would have rearranged my booking and avoided the significant disruption that followed.

As I am pregnant, this situation was particularly distressing and difficult to manage. I was left stranded at the dealership and had to rely on a neighbour to collect me, who also had to collect my three children from nursery and school. This caused considerable inconvenience not only to myself but also to others who had to change their plans at short notice.

To make matters worse, the communication from the dealership has been extremely poor. I made multiple attempts to contact them via phone, voicemail, and WhatsApp throughout the day, but received no response. I had to turn up at the dealership the next morning to find out when I was getting my car back.

In addition, when I later received my vehicle, I found that not all of the work that should have been carried out had been completed, and the car had not been cleaned at all. This is unacceptable and falls well below the standard expected from a premium brand such as Audi.

Overall, I find this level of service completely unacceptable. The issues are not only the lack of a courtesy vehicle, but also the failure to communicate in advance, the lack of response throughout the day, and the incomplete work carried out on my vehicle.

Very well looked after by Gareth and James

Harry and Jessica looked after me well - including sorting a good price out on a new tyre so the MOT could pass.

Good communication. Excellent service.

Very quick to examine a bad dent on the rear of the car. Very friendly with very accurate quote and really transparent and clear about what needed doing and cost. Were able to start work and finish the work that same week and the results were sparkling. Great service.

Great customer service from beginning to end. Gareth and the body shop team did an excellent job.