Stratstone - Audi Bolton Reviews 

Car came up with a pre sensor fault back in April, rang Audi services to get booked in as it wouldn’t come off despite everything we could do. Service advisor on the phone said it would need to have a diagnostic test and booked me in. I had to wait 3 months to even be seen. Arrived at the dealership and was then told that I hadn’t booked a courtesy car. Despite showing numerous attempts to contact Bolton Audi as well as emails I was advised that the diagnostic could be run but I couldn’t drive away in a courtesy car, or I could wait for the service manager David to return back from annual leave the following Tuesday as if I booked another appointment I would be waiting another two months. I was told to seek alternate transport if I wanted it done to which I advised this wasn’t my issue. I decided to wait to speak to the service manager David on his return and be treated as what this advisor liked to call “a high priority customer”. The Tuesday came no call from David, I rang on Wednesday and spoke to the receptionist and left a message. No call came. Rang again on Thursday and nothing. Rang the following week on Monday and was told David was in a meeting so would contact me as soon as possible. No call all week. I then contacted Stratstone and issued a complaint for the lack of response from the dealership. I then waited 2 days before asking Stratstone for an update to which they advised they had passed on the complaint to the dealership. I rang the dealership to ask who would be dealing with my complaint and was advised it would now be Gavin another service manager who leads the department but he now too was on annual leave. He wouldn’t be returning till the following week. The reception team I can’t fault them as they had updated the system every time I had rang and spoke to either of them and had done their job as both told me they could see I had attempted numerous times to be contacted and no call back. I asked if possible could this be passed to someone else in Gavins absence as this had now been going on for 4 weeks and was told they would see what they could do. I rang on the following Monday and asked to speak to Gavin, I was told he was back from annual leave and that he was in a meeting but they promise he would give me a call before close of play that day. Still no contact. In this time I am back and forth with Stratstone themselves advising them I have received no contact to which they advised they would urgently chase this up for me. I rang again on Tuesday spoke to the same receptionist from the week before who was quite shocked that I had rang again from not being contacted and even recognised my voice before I even gave any information. She said Gavin was again in a meeting but she would pass the message across, I aired my frustration I had because I have attempted to get this resolved numerous times and just wanted someone to give me a call and talk to me but clearly they don’t care about customer service in the Service department. The Sales team are more than happy to take a £2k deposit and a monthly payment of £300 off of me for the car but after that fact of having the car since only January this year I’m having issues with it is madness. I was advised by the receptionist that she would pass the message across and would get him to give me a call before close of play. I advised that if I receive nothing I will be looking to take action further as there is no fault on my part. The day after (the day I am writing this) still received nothing from this Gavin. I contacted Stratstone again to ask if I can visit another dealership to get this sorted, and I am now booked in at another dealership next week for a diagnostic. I find it ludicrous that I was made to wait 3 months for an appointment at my local Audi centre but a 20 minute drive away at another one I can get an appointment for the following week. The way Audi Bolton have handled this is completely ridiculous. I would avoid dealing with this dealership and in future will not be purchasing any further cars from this place due to the lack of communication, customer service, and clear disregard for a customers complaint. I would think they would want to solve it but by the looks of the other reviews I’m not the only one who has had issues. As I said to my complaint to Stratstone, if this is how they treat supposed high priority customers then I’d hate to see how they treat their regular customers.

Poor communication. Fault still not fixed after mot. Not once received a call back to help get it sorted.

Team fitted me in as an emergency which I much appreciated. Reception team was empathetic and efficient and friendly.

I had reason to call Audi Bolton today to ask for a copy of my service record. The phone was answered by a very disagreeable lady. Why do they let people like that answer the phone, her tone was one of utter loathing.

It sums up the dealershipe, for two years I have been having my car serviced there, I have had nothing but issues and excuses.

Service and results

Bought a car in november and within 5 days the car came up with fault. It took them over a month to come and look at the car before telling me the car isnt under warranty. While going back and forth with the dealership the charging port broke, to which audi customer service told me they would pick the car up but only when it was tax. The problem was i was never give an log book i was told it would be sent in the post but never arrived. The finance manager made comments like “dont go legal because i know legal” after i told them i was taking this up with the finance company. The car hasnt been able to be driven since February 1st and the dealership wont answer the phone or emails from me, audi finance or audi customer service. I strongly recommend you reconsider buying a car from this dealership as reading some of the other reviews im not the only person in this situation

If I could rate my experience at this dealership a 0 then I would. Horrendous customer service, that's when you finally get through to someone that is. You can guarantee the sales team always pick up though! My etron has been in multiple times, always a good 5 weeks though before you get your car 'looked at' then another few weeks before you can book it in for the work to actually be done. My car was booked in after a 3 week wait and was meant to be seen on Monday. After ringing the dealership to confirm that it was booked in they then told me that actually they didn't have anyone to collect my car as promised. Not sure when they were going to tell me this had I not rang. When I asked for the service manager to ring me he didn't, I then chased the following day twice and am still awaiting a call back. The staff in service do not care in the slightest about excellent customer service and represent the Stratstone brand horrendously. As someone else said - do your self a favour and find a better dealer! Your custom is not valued at all here. Sort it out Stratstone, extremely poor!

Can’t get in contact. No one calls you back. No one answers the phone.

ETron in for a recall and did a repair to a faulty door lock. Recalls eventually cleared when they got round to putting the job through about a week later but the door issue re-occured after being supposedly fixed. The main issue though is trying to get hold of anyone. Impossible to get through to reception or service and speak to anyone. If you try be prepared to waste an hour of your life. Do yourself a favour and find a better dealer.

After buying the car the service was poor. We identified an issue in the date we collected and was assured this would be dealt with. This was then followed by myself having to ring constantly, never getting a call back and eventually having to get in touch with management. The car is great but was not worth the stress

Like to give this dealership no stars got to be the worst after sales I've dealt with took mycar in for the service and mot they said it need you brake shoes and they could do it right away next I got a phone call to say some of the parts was missing out of brake have to rebook it talk it back a week later got it there for 8 o'clock in the morning got a phone call at four o'clock in the afternoon to say that is something missing out box for the brake shoes so they allowed to keep the car overnight an order some new ones when I got on I noticed my parking sensors won't work in it was fine when it went in said wanted and ten pound to look at it also a week later the light comes on to say needed water so obviously it's not been checked on the service this is not the first time with garage the wifes Audi Tron come in for a health check and they messed all the software up my advices don't take your car here

I’m so disappointed in Audi that I just can’t put it into words. Car was practically damaged on every aspect, I’ve been in and out of repairs since I picked up the car.

Disappointing experience overall, but excellent service from one staff member

I recently took my Audi in for a scheduled oil and filter service and unfortunately had a disappointing overall experience.

I arrived at around 9:30am and was waiting for an update. By approximately 2:30pm, having heard nothing, I called to check on progress. It took several attempts to get through, and when I did, I was advised that the relevant person was busy and that a message would be passed on. I did not receive a call back.

As it approached 4pm and I still hadn’t heard anything, I attended the dealership in person while on my way to another job. I was then informed that the vehicle had only just gone in for the service, which was frustrating given the earlier delay and lack of communication.

I waited further, and at around 5:15pm I was updated again. Throughout this, Gemma on reception was polite, professional and apologetic for the delay and confusion. I want to be clear that I have no issue with her at all — she handled the situation well despite what appeared to be wider issues with communication or workload.

After leaving due to time pressures, I later noticed a small dent/scratch on the driver’s door area that had not been present before the vehicle was handed in. I have since contacted customer services to ask that this is investigated and resolved.

At this stage, I am awaiting a response and hope this can be resolved promptly without the need for further escalation.

Overall, the three stars are for Gemma’s professionalism alone. The rest of the experience, particularly around communication and timing, fell below expectations.

Update … Thank you for your reply to my review.

I have already emailed customer services in Bolton previously on this matter . I think emailing yet again would be a waste of my time. My review stands and if you wish to discuss from my earlier email that is in your system I be more than happy to discuss, Thank you.

What an awful experience.
First and last time I will ever use Audi Bolton.
I went in to look for my next car and was approached by a man that was sat on the front desk as i was looking at an A1 in the showroom. I was explaining what I was looking for and what i wanted to pay, all the while he was looking me up and down like I was a piece of meat.
He made me feel so uncomfortable, when I was already  male dominated environment which for a young girl can be daunting. Some questions I found to be very personal and in my opinion completely irrelevant to me buying a car.
His mannerisms and demeanor were unprofessional and the reason I will never step foot in there again and why I will warn other young female friends not to go there in case they encounter him.

Gemma in service was polite understanding and kept me upto date with issues in the vehicle addressed . Thanks for your great service Gemma Barker ⭐

Fast Response, Quality Repair

Really happy with the level of customer service, the work carried out and the price!