Sytner Group - Derby Audi Reviews 

I reported an issue to Derby Audi before my warranty on A3 expired. They ignored my email. The issue was an oil sensor telling me I needed an oil change when I clearly didn’t. As Audi didn’t respond, I went to a local garage who diagnosed the issue as a system update which only Audi can do. I got back in touch with Derby Audi who say they need £150 to carry out same diagnostic test. I asked what a software update entails, the guy didn’t know, I asked to speak to a mechanic but was told this wasn’t possible. Wow, I’m embarrassed to be an Audi owner after owning 4 Audis to date, is this why Audi are performing so badly maybe…
12.6. Tried to respond to the email given in the response from Audi, it bounced back. Used a . Instead of , it still bounced back. Maybe someone could respond to my original email?
13.6 called Audi Derby, they gave me the correct email. That person though is out of office until 30.6. Put through to Audi UK, informed that car had likely similar issue 2023. Now booked in for diagnostic, at my cost but due to lack of staff could only offer 2nd July, when I’m away, or last week in July. Booked for last week in July. Not impressed and had no idea things at Audi had got so bad.

Great customer service and would highly recommend derby Audi. Paul was fantastic and even shared a personalised video of the car I was interested in. Thank you and would definitely visit again

Great service from Kevin & Paul, they went the extra mile in sorting our new A3.

Bailey Millington made my experience excellent from start to finish he was calling me to update me weekly about the progress of my car order. Bailey was ever the profession and I can’t thank him enough! For making my purchase of a vechile so seemless and so enjoyable!
This guy deserves a promotion what a top man!!

Thanks Audi Derby and Bailey for the best experience ever!!

So this will be my last review of this garage as my year of 'alleged' warranty is up and I'll never do business with them or Sytner again.

My previous interaction was to try and get a coolant leak resolved under warranty. They wanted £600 from me for diagnosis and couldn't tell me whether I would get this back or not (that didn't cover the fix). I took it to another garage, they diagnosed it for free and put a £8 bottle of Radweld in to fix a tiny hole they found.

My latest interaction was to get my MOT renewed. At the point of sale I was assured I would get a FOC MOT and that any issues would be resolved under the warranty.

I've tried to book in for an MOT and been told there is no free MOT on my account. I agreed to pay the £55, however there are no appointments until well after my MOT is expired. My resolution was take it locally and then bring the car to Derby to have it fixed. I was told there were no appointments (or loan cars) until May and I would have to pay for diagnosis as they wouldn't accept an MOT fail as a reason to fix the car.

Avoid this garage and the group. Scammers.

We have a problem with the heating in our Audi Etron. The car has been to Audi in Derby three times. The last time we waited 3 weeks to have a loan car to be available as they wanted to keep our car for 3 days to sort out the problem. There was absolutely no communication with updates on progress. The car came back to us on Friday afternoon and over the weekend the fault persisted. The garage say we have to wait another 3 weeks until the 31st of March for another loan car while they have our car for a week to diagnose again and fix!!!!
Appalling customer care, appalling sympathy to the problem and we now have no faith in them sorting out the issue at all.
The whole issue is a nightmare especially as we are in the Spring months and we need heat in the car. We have to layer up and wear gloves the car gets so cold. To confound things hubby has a problem with his back and is awaiting surgery, whilst this is going on and he has a three hour round trip to work every day!!!!
We would not recommend this garage to anyone. We feel let down and angry with the whole affair.

Update.

Thanks for the reply.

I’ve already sent an email to Simon as much good as that will do. No reply yet.

I took my car in for a 1-week (as quoted) repair in December and had to drive down and take it back in February as the repair still hadn't been completed. Leaving me without a car, and unable to get to work, for 7 weeks. They weren't bothered in the slightest about it.

7 weeks to replace a wheel, hub and brake caliper, all of which amounted to a day or two's labour at most, but it took 7 weeks!

They would leave the car sat in their car park for days at a time without even looking at it. On one occasion it sat for 9 days waiting to be inspected again mid-repair. They then look at it and park it back up again until they have time to do anything on it. Every time the response you get is "well.. we're busy". While also booking new customers for the following week despite holding onto existing customers' cars while not looking at them.

I was told I would get my car back on Friday every week for 7 weeks, only then to have to chase them to find out where it was, and be told I have another huge bill as they've found another problem they couldn't see before - all felt very scammy.

You make a complaint, which goes directly to the manager responsible for the awful service, who is already well aware of the situation. They tell you everything they are doing is completely normal and imply you're being unreasonable for thinking 7 weeks is an unreasonable timeframe and they will do nothing with your complaint.

Had to chase them every single time to find out where my car was. "It will be looked at Tuesday", I leave it until Thursday, expecting to have been updated by now, and then chase AGAIN to be told it hasn't even been looked at yet.

This review doesn't do justice to the shocking service they deliver, and the complete lack of customer care. There's a reason the service department gets the most negative reviews - take yours elsewhere - Sytner couldn't care.

Que the generic response from Derby Audi about contacting another random person who couldn't care less.

Have never owned a car so awful.

I’ve had my E-tron for little over a year now and there’s not been a month where something isn’t wrong with it.

Within the first 2 months £10,000 worth of damage fixed after a wait. Shortly after the paint work on the bumper is peeling. Derby state ‘WE didn’t paint the bumper’ and after a huge back and forth finally decide to sort the issue.

Cameras for wing mirrors are a big no no they fog up and render them useless. Then Audi have the cheek to say a gesture of good will we won’t charge to repair them.

The service between Audi dealerships is awful the worst I’ve ever seen. Clearly don’t talk to one another when trying to resolve an issue.

The car is now in the garage for the 3rd time this year total damage costs over £15,000 now.

Audi UK have said nothing they can do I have to pay up.

Worst thing is the car doesn’t even charge at Gridserve and Applegreen chargers on the motorways says isolation fault every time. Ironically I have to use Tesla as they’re most reliable.

I purchased my A3 from new, which is now out of warranty, from Derby Audi using my debit card.

My vehicle recently required a part and I was told by Derby Audi parts department, and their management team, that I was not able to order the component from them over the telephone (NB paying with the same debit card I purchased my vehicle with).

My car engine is in bits and you tell me I have to make my way in person to your parts department to order a replacement component !? You have to be kidding me.

So, I phoned Nottingham Audi, who were extremely helpful, and when I have no history of doing business with them, placed my order and would even have been happy for me to order over the phone with just a deposit.

How likely am I to buy my next vehicle from Sytner Audi Derby?

Staff personable, however, processes and procedures need seriously reviewing

Paul Phillips has been amazing with me and my partner Luke, I first spoke to him in August 2024 discussing changing my car, then came back to him in September and he was so welcoming and made sure to tell us everything in detail and make us laugh. He kept us informed every step of the way when the new car was being built and made sure to check in. I will definitely be coming back to Derby Audi as the whole staff and Paul have been incredible and looked after us.
Thank you Paul for being amazing and for talking me into the new district green colour (I can confirm I love it)
Tasha Audi A3

Paul Phillips was by far the best part of our experience to all new or used car searchers look no further, Paul makes you feel so sure and heard with no pressure or pushing. I cannot thank him enough if I could rate higher I would.
Thank you
Luke a3

I can’t thank Bayley enough for all of his help and support getting my car on motability , he is so patient and a real asset to derby Audi

Just bought a Q2 from Paul at Audi who I have dealt with before. Excellent salesman, really personable and honest. A credit to Audi.

Gareth Oates - Great customer service , followed me up at every turn ..If this could be mirrored in service department it would be good ..
With service , I do take elsewhere , as its easy to get a loan car and 90% of time they sort what we need in one visit .Audi Derby , almost without exception have to at least book two visits and that is mostly with a 6 to 8 week window or more if your needing a loan car ..

Paul was a great help. From finding the car to finalising the deal and wishing us a best of luck.

Harry and Paul sorted me out with an Audi Q8. Whole process from start to finish really straight forward!

My experience with Sytner Derby has been exceptionally positive, from purchase and even more so the after care. Paul Phillips has been professional and extremely helpful throughout the whole process. I would highly recommend this dealership and thank you Paul for your help and support.

Great service from Paul when I purchased my Q3, nothing was too much trouble. Unfortunately there was an issue with taxing the car on the day of collection but Paul kindly delivered to my home later in the day to avoid me waiting. Having never had such a computerised car Paul was very patient explaining everything to me! Thank you 😁

Ashlee was great with the smooth transition from our previous vehicle to new purchase. We are a returning customer due to the great customer service at this place. Trustworthy and efficient. Both Ashlee Tynan and Chris Giglio are a asset to the business and very professional. Couldn’t recommend them more! Thanks guys!