List of Events | Killer Audi

List of events in chronological order

26 of May 2018: Original car ordered

12 November 2018: The original car order was cancelled due to Cheshire Oaks Audi failing to include essential options that I had specifically requested. A new car was ordered with the correct options as originally specified.

1 March 2019: Took delivery of the new car (DK19 ZYW)

21 March 2019: I contacted Cheshire Oaks Audi to complain about the door mechanisms making strange noises both while locking and during driving. I was advised to bring the car in to be inspected. However, I explained that I couldn’t afford to take the car off the road as it was critical to my livelihood. I requested that the fault be addressed during the first service instead.

October 2019: Returned to Cheshire Oaks Audi for full oil service and asked them to rectify the following faults:
Air-conditioning not working
Rear door fault
Comfort arm rest mechanism faulty
Front cupholder broken
Nearside monitor making strange musical sound randomly

Nearside rear monitor rattles

Windscreen wipers hit the A pillar during heavy rain
The dashboard rattles persistently, a problem temporarily remedied by opening the glove box.
Paddle up shifts don’t work

Windscreen washer fault/washer bottle empties quickly
Strange tyre wear (Video#1)

There is often a significant delay when pulling out of junctions, as though the car hesitates before responding. This hesitation is dangerously unnerving and poses a serious safety risk.

Unlike every other German manufacturer, Audi only offers a 60,000-mile warranty. This means that within the first year of normal chauffeur driving, the car falls out of warranty, leaving owners without adequate coverage for potential issues.

Every other prestigious German manufacturer offers a three-year unlimited mileage warranty, highlighting Audi’s comparatively limited 60,000-mile coverage.

9 December 2019
Email to Phil (Service manager) summarising the below points
Since Paul (Technician) last looked at my Audi at Cheshire Oaks

Rectified/Improved Issues:

• The rattling rear monitor has significantly improved.

• The comfort armrest is functioning perfectly.

• The windscreen wipers are now working well and no longer hitting the “A” pillar.

• The air-conditioning appears to be functioning correctly, though I remain slightly concerned as no fault was identified.

Ongoing Issues:

• While the rear monitor is now quiet, a clear dashboard rattle has become evident. The only way to stop the rattle is by opening the glove box while driving—an unacceptable solution for a vehicle of this calibre.

• One of the rear monitors occasionally emits a random tune.

• The cup holder worked for a short time but broke again within a week.

3 February 2020:

The car was returned to Cheshire Oaks Audi for issues with the rear monitor, cowling, and dashboard rattle. While the work was completed, the dashboard rattle persisted, and the rear monitor was returned in the wrong position.

1 July 2020

Went to Cheshire Oaks Audi and was kept waiting for two hours in service department before I eventually left and finally drove myself home; having been ignored.

3 July 2020

Car went in to have the air-conditioning fault diagnosed.

16 July 2020

Phil from the service department called to inform me that, during the repair of the leaking evaporator, the entire interior of the car had to be removed. This included the windscreen, dashboard, and the lowering of the steering column. During this process, a few components were damaged, one of which is on backorder. Phil explained that, as a result, I would not be getting the car back until the end of next week. He also confirmed that the evaporator was indeed faulty and had been leaking since the car was new. (Photo #1)

“The original air-conditioning fault, which had been present since the day of purchase, has now been acknowledged and is being repaired by Cheshire Oaks Audi.”

This is a photograph of my actual car in the workshop at Cheshire Oaks Audi. I was devastated to witness the extent of the dismantling required to repair the faulty air conditioning system.

Naturally, after such extensive work, the car was never reassembled to the standard of a new vehicle. As a result, I was left with multiple rattles once it was returned, which only added to my frustration and disappointment.

23 July 2020
Phil rang to tell me that the windscreen was about to go in the car but unfortunately, there has been some damage to a armrest so a replacement one has been ordered and will be hopefully ready on the 28th

28 July 2020
Vehicle was returned after over three weeks in the workshop. Still awaiting the part that that was damaged by the technician

Spoke to Jenni at Audi customer care in reference to the ongoing issues with the vehicle on the way I was being treated by Cheshire Oaks Audi
0800 699888
She suggested speaking to head of business at Cheshire Oaks Audi, Stephen Fisher, which I duly did.

Stephen.Fisher2@inchcape.co.uk

4 August 2020

One of my customers reported an issue with the rear seat massager, stating that he was unable to turn it off because the remote had lost its Wi-Fi connection. As I was driving on the motorway and unable to pull over, the customer had to endure the massage until it switched off automatically. He expressed that he was in significant discomfort, and I could only apologise for the inconvenience caused.

15 August 2020
The car unexpectedly locked itself with the keys still inside, causing a significant inconvenience.

I noticed that the windscreen had been poorly fitted by the technician or subcontractor at Cheshire Oaks Audi.

16 August 2020

The N/S rear door is locking itself intermittently and rattling when it does. Additionally, the car appears to be consuming excessive engine oil.

24 September 2020

The mechanic accidentally damaged the printed circuit board on the light for the rear centre console, requiring it to be reordered. Unfortunately, the part is on backorder, meaning the car will have to spend another day off the road.

A recall is being installed on the ECU to address the lag in acceleration. I was informed that there is also a common issue with the control module for the central locking, which requires a lengthy update. This update is being carried out today.

23 November 2020

Dashboard Warnings:

• Steering Fault

• Suspension Fault

• Start/Stop System Fault

2 December 2020

Matt finally rang up from Cheshire Oaks Audi. He told me that the mechanic has not been able to find the clunking on the nearside drivetrain. He also told me that he’d checked if the doors locked themselves but because it was raining, he hadn’t waited long enough. The car had now been in the workshop for nearly a week and I was promised it would be put into Audi (Germany) main computer system to be diagnosed and hopefully resolved. This was not done. It appeared that in nearly a week, the car has hardly been touched.

I informed Matt that the windscreen surround also needed sorting (due to their poor workmanship at the last visit). The handbrake needed adjusting because pulling off from stationary with the auto hold button activated caused a jerk unless extreme caution is taken.

4 December 2020

I went to pick up the car and was informed that two modules, latches, and ball joints are still awaited, with an expected arrival in about two weeks. Some of these parts are supposedly meant to address the clunking issue.

Matt mentioned that the ECU contained no information regarding the faults I had reported prior to bringing the car in, despite my having sent photos of these faults via email. He was unaware that I had run a full VCDS (Audi fault diagnostic software) check on the vehicle before taking it in, which had identified a multitude of issues.

I was extremely frustrated, as it felt like I was being lied to, but I chose not to confront him at that moment, hoping the car would be safe to drive. However, as soon as I got into the car and started driving, all the faults I had previously reported immediately reappeared. I even recorded the issue (Video available #2).

I was so angry that I couldn’t bring myself to confront Matt, as it was now clear to me that I had been lied to. Reluctantly, I decided to drive home with the faults still present. However, as soon as I reversed out of the parking space, the steering began to vibrate, and the suspension collapsed. At that moment, I realized there was no way I could safely drive the car.

I managed to manoeuvre the vehicle to the front of the showroom, left it running, and went inside to get Matt. I explained to him that while no faults had been found during the week it had spent in the workshop, the dashboard was now lit up with warnings. His response was astonishing: “That’s great! Now that the fault is showing, we can do something about it. I’ll put it in the workshop, and you’ll have it back in five minutes.”

Hours later, Matt returned and told me that all the fault codes had been cleared, except for the airbag light, which they couldn’t turn off. Frustrated, I told him that I didn’t care about the airbag light at that moment—I just needed the car back for work and was willing to drive it as it was. However, he refused to release the car, citing safety concerns. Once again, I had no choice but to leave the vehicle at the dealership while they attempted further repairs.

Two weeks later, I returned to collect the car. Matt informed me that the issue had been traced to a steering module, which was generating the fault codes. However, he explained that the part was on backorder. When I asked when it would arrive, he stated that they wouldn’t be ordering the part because, after clearing the errors and re-calibrating the module, no fault was currently showing. I was sent away with a vehicle that was still suffering from a dangerous steering fault.

The very next day, the faults reappeared, once again rendering the car undriveable.

To make matters worse, the windscreen surround—something I had specifically asked them to fix due to its poor fitment—had been completely ignored.

I began noticing additional problems with the car, such as the satnav failing to remember my home address, and the automatic handbrake randomly disengaging itself.

Matt informed me that there was an issue with production models prior to mine, where faulty lower ball joints were identified. However, he claimed he couldn’t find any issue with mine, despite the fact that they appeared to be over-compressed.

Since receiving the car back, the clunking noise from the near side (N/S)ball joint had worsened, particularly when turning left, and now the right-hand side had also started clunking.

When the replacement steering module finally arrived, Matt called to inform me that he would have an electric vehicle (EV) fully charged and ready for me to use on Monday morning while my car was being repaired. However, when Monday came, he rang to tell me the EV only had 7 miles of range, which wasn’t even enough to get me home. He then mentioned he was going on Christmas leave and would return on 31st December 2020 to arrange repairs.

I waited for Matt’s call, but it never came, and the steering fault on the Audi continued to worsen, making the car even more dangerous to drive.

I called Cheshire Oaks Audi and was told Matt was unavailable but that an email would be sent to him. After three days with no response, I called again, and another email was sent. Matt eventually called me back, only to inform me there were no EV vehicles available. He then told me he was off until the following week but promised to call me on Monday to arrange a suitable replacement vehicle.

Once again, Monday came, and Matt didn’t call. My car became increasingly unsafe to drive, so I attempted to contact him again. Unsurprisingly, he was “on the phone,” so the receptionist sent him another email. I waited over a week for a response, but none came.

On Wednesday, 24th January 2021, I called Cheshire Oaks Audi again. As usual, Matt was unavailable because he was “on the phone.” This time, I asked the receptionist to mark the email as urgent. A few hours later, Matt finally called me back.

He claimed the reason he hadn’t contacted me was that he assumed I was “really busy.” It’s difficult for a chauffeur to be busy when his car is faulty and unusable. To make matters worse, Matt then informed me that a courtesy car had apparently been sitting at the dealership waiting for me for weeks—this was odd, considering he had previously told me none were available.

15 January 2021: spoke to Jason from Audi Finance he’s extended the payment holiday until 15th March.
He said that the SQD team were dealing with the rejection of vehicle and the Audi complaint reference is: RET-250596

16 January 2021:

Driving along and multiple faults appeared on the dashboard when the car became difficult to steer

(Video available#3)

26 January 2021:

Sara from Audi Finance called, and we had a 45-minute conversation during which I detailed many of the faults with the car, including new issues. She stated that, because the first fault was recorded in November 2019, there was nothing they could do. I explained that both the air-conditioning and the door lock mechanism had been faulty from day one, both issues had been reported shortly after the vehicle was purchased.

26 February 2021:

I took the car to Cheshire Oaks Audi and was told I should have it back by Friday, 28th February. On that Friday, Matt called to say there had been yet another bulletin (there seems to be an endless number of these for my car). This time, the issue was identified as a faulty magnet on the steering rack rather than the module. He ordered the part and expected it to arrive by the following Wednesday. Although Matt said he would call me on Wednesday, I received no contact that day or on Thursday.

After two weeks in the workshop, I finally got the car back. The day before its return, I asked Matt about the badly fitted windscreen surround. He assured me that he had ordered the part and that it would be fitted the following morning. However, when I collected the car and asked about the windscreen surround, he insisted it “fitted like a glove.”

The following day, I noticed a fresh dent in the bonnet. A couple of days later, I realised the windscreen surround had not been replaced after all. When I rang Matt, he clarified that the part he had replaced was the rain channel on one of the A-pillars, not the trim across the scuttle panel.

To make matters worse, I later noticed that the buttons for the seat memory on the passenger door had not been fitted correctly.

10 April 2021:
Still waiting for a response from Stephen and Matt regarding a statement confirming that the car was faulty from new.

Despite all the door locking mechanisms, latches and modules being replaced, there had been no improvement. Additionally, the car was plagued with rattles on every surface except smooth motorways.

(Video available#4)

12 April 2021:

I had a 37-minute conversation with Stephen Fisher I explained that I had been driving a dangerous vehicle with faulty steering and that, despite taking two years to replace the central locking system, the issue still had not been resolved.

Stephen suggested I write a new email, and he would liaise with Audi Finance and Audi UK to try and come up with a resolution package for me.

I also requested a statement from either the technician who worked on the car or the service manager, confirming in their professional opinion that the vehicle had been faulty from new. Specifically, I pointed out that the air-conditioning system took several months to fail entirely, which strongly suggests the fault originated either on the production line or shortly afterwards.

As expected, no such statement was provided.

21 April 2021:

I visited Matt Whitaker at Audi Cheshire Oaks to discuss ongoing issues with the car. I explained the rattling door panels, and he noticed they weren’t fitted correctly. I also mentioned that the centre air vents rattled unless they were closed. Matt informed me that a 70-plate Audi S8 had the centre vents replaced twice, but the rattling persisted, which he described as “how they are designed.”

I pointed out that such issues were unacceptable on a vehicle costing over £100,000, calling it poor design.

I also reminded him that the last time the car was in, the bonnet was dented, and he assured me it would be repaired. Additionally, I mentioned that during a previous visit, a pen mark was left on the driver’s seat, which I had to fix myself.

I showed Matt a video demonstrating how difficult the doors were to open, even with the key in hand, and explained that we were still experiencing significant daily problems with the locking mechanisms. He inspected the scuttle panel and said he would order a replacement part if needed, and ensure it was sorted when the car was brought in.

26 April 2021:

I called Cheshire Oaks Audi to see if I could get the car booked in earlier. I was told that Matt was with a customer and would call me back, but he didn’t.

27 April 2021:

While taking my son to school, he placed his hands on the dashboard. When I asked what he was doing, he said, “You don’t expect a car that costs over £100,000 to have plastic rattles all over the place.” He wasn’t wrong.

Later that evening, I attempted to open the boot using the sensor under the bumper, but it didn’t work. I then pressed the boot release, only for the car alarm to go off, much to my embarrassment.

4 May 2021:

I took the car to Cheshire Oaks Audi to have the door locking mechanisms inspected again, the rattles addressed, and the dent in the bonnet repaired.

7 May 2021:

The car was delivered to my home after it had spent another full week in the workshop at Cheshire Oaks Audi (again without a courtesy car). Upon getting the car back, I decided to video myself attempting to unlock the car to check if the locking mechanism had finally been fixed. (Video available: #5 and #6.)

I found myself unable to get into the car, nor could my wife. I called Cheshire Oaks Audi and asked to speak to Matt, but after waiting for approximately an hour, it became clear he wasn’t going to call back as promised. I called again and spoke to Colin in service, only to be met with an astonishing response. He told me he didn’t appreciate me calling so late on a Friday, just before closing time. If I were the argumentative type, I would have pointed out that I had called an hour earlier and was simply waiting for a promised return call.

The car had been in the workshop to address the locking mechanisms and fix the rattles. Yet, the first time I approached the car with the key, I found it impossible to gain access via keyless entry, even after trying all four doors.

I then went for a drive to test if the rattles had been resolved. Although there was a slight improvement, there were still several noticeable rattles. This was especially frustrating, considering 170 miles’ worth of fuel had been used while the car was in the workshop—disappointing, to say the least.

When I returned home, I took my wife out in the car to help locate the sources of the rattles. We even resorted to her riding in the boot to see if any noise originated from there. Later, I had my wife drive while I sat in different seats to pinpoint the rattles. It became clear that the main noise was coming from the rear parcel shelf and the nearside monitor.

I also mentioned to Colin that I had noticed a small scratch on the front nearside wing. Fortunately, I believe I will be able to buff it out myself.

11 May 2021:

I went for a test drive with Matt, during which he confirmed he could hear the rattling from the rear parcel shelf. He also identified that the front passenger headrest was making a noise. He informed me that a replacement headrest had been ordered, likely as a factory order.

I mentioned that the doors had been locking themselves intermittently over the past couple of weeks, and a few days later, this issue occurred twice more. Additionally, the rear door locks were still not functioning properly. (Video available: #7 and #8.)

July 2021:

I noticed that one of the rear monitors was making the same erratic noise again, as though it was broken.

23 August 2021:

I emailed Matt regarding the headrest that had been ordered back on 11th May 2021. He informed me that the order had been placed with the factory but was later cancelled. He said he would look into it during my next service appointment, which I had booked but ultimately didn’t attend. He has now scheduled the car for 20th September to address the issue.

7 September 2021:

The nearside rear door soft-close mechanism completely failed.

9 September 2021:

I attempted to drive my car to work, but as soon as I started it, several warning messages appeared indicating a steering issue, and instructing me not to drive the vehicle. I tried moving it, but the steering was completely unresponsive. I asked my wife to come out and move the car for me, and I recorded a video of the incident. (Video available: #10 and #11.)

October 2021:

I noticed water under the rear carpet and initially assumed someone might have spilled something. After drying it with a vacuum, I discovered the water had returned, making it clear there is a leak.

2 November 2021:

Whilst parked outside the Glasgow Grosvenor Hotel, I experienced significant difficulty getting into my car due to a major issue with the locking system. I took a photograph of the the car stranded in an awkward place outside the Hilton in Glasgow (Photo available: #2)

4 November 2021:

The car failed to start; the starter motor only made a clicking sound.

7 December 2021:

My email to Matt Whittaker regarding the door lock mechanism order bounced back. I spoke to Colin, who said he couldn’t deal with it and would ask Joe Ward (Acting Service Manager) to ring me.

11 January 2022:

The laser was replaced, and the nearside rear door lock was also replaced, but they were unable to fix the foot massager. The car was re-booked for the following week so the Master Technician could investigate further.

19 January 2022:

While approaching Gayton Roundabout, a “power steering failure” warning appeared. As I navigated the roundabout, the suspension failed, and the gearbox suddenly slipped into neutral, leaving me with no drive or power steering. I managed to wrestle the car off the roundabout and into a nearby bus stop, at which point the engine cut out. I was then unable to exit the vehicle because neither the doors, electric windows, nor sunroof would work. (Video available: #12)

A VW technician arrived, managed to get the car started, and we made our way to Cheshire Oaks Audi. He offered to arrange a courtesy car for me, but I declined, explaining that my car was breaking down every other week. As a result, I had decided to leave my own courtesy car at the dealership, so I would still be mobile each time my car failed. (Photo available #3)

A week later, I discovered they hadn’t even touched the car. Enterprise lent me a vehicle, but after another week, they rang to request its return, having been informed my car was out of warranty.

This caused me to lose another eight days’ wages, and Audi Cheshire Oaks Audi still hadn’t repaired the faults they’d created during the car’s previous visit.

March 2022

• The boot closed on me twice, as though it were trying to trap me.

• One day, the boot opened on its own as I got into the car.

• The front cupholder broke yet again in April.

17 May 2022

• While taking my 17-year-old son to school, I asked if he could hear the rattles, and he remarked it sounded like the wheels were about to fall off.

19 May 2022

• I visited Unit 20, where Martin (the owner) discovered the fault on the nearside rear door. I then went to VW Audi Discount, where their Master Technician experienced the offside rear door fault.

• Afterwards, I went to Cheshire Oaks Audi, insisting on a meeting with the Business Manager and Service Manager. During the meeting, Tom repeatedly stated that he believed the car “would never be fixed,” referencing a fault present since I first collected it. (Transcript ((available soon)) and recording available.)

• He said he would try to find a replacement vehicle or some other resolution and would let me know by Tuesday. He also promised to contact Audi Finance and attempt to halt the repossession.

22 May 2022

I had a job driving a bride from her house to the church. When she came out, I went to open the door for her, only to discover that all the doors were locked, with the keys inside the car. Every single door was locked, and there was no way to open them. It was an absolute nightmare, and it couldn’t have happened at a worse possible moment.

This version highlights the urgency and frustration of the situation in a concise and professional manner.

26 July 2022

• I went to collect an elderly couple (in their 80s) from a hotel in Gloucestershire. Shortly after setting off, the car broke down at a busy and hazardous junction, leaving the couple trapped in the back seats. This created an extremely dangerous situation, as we were exposed to oncoming traffic. I immediately contacted emergency services, and the police arrived to manage the traffic and ensure our safety.

• After enduring a 12-hour ordeal, we finally made it home. Given the distress and inconvenience caused, I naturally did not charge the clients.

• This incident highlighted the dangerously unreliable nature of the car. Despite having over £20,000 worth of repairs carried out under warranty, it continued to present serious safety concerns. Now out of warranty, the necessary repairs would have been prohibitively expensive, and the vehicle was clearly no longer suitable for my business needs. I was forced to began searching for a replacement vehicle that would provide the reliability and safety required.

30 November 2022

• I finally found a suitable vehicle to replace the defective one.

How can Audi deny that this car is unfit for purpose and of satisfactory quality considering the initial on the road price and in excess of £20,000 worth of repairs