Group 1 Audi Hatfield

After forgetting to sign my MOT and not completing my Service Log Book correctly over FIVE WEEKS ago, there is still no resolution. The lack of ownership and response to emails is shocking for a company representing the Audi brand. Appalling customer service.

Disappointing aftersales experience with Hatfield Audi following a positive experience with their MOT and annual service. I raised five straightforward queries following a service and MOT, including a safety-related concern regarding a rear tyre (MOT advisory) and a receipt for the Service Plan I paid over the phone. Despite first contacting the dealership on 2nd September and having to follow up several times due to no response, the matters remain unresolved OVER THREE WEEKS LATER. After making a good impression on my first visit (the only reason this isn't a 1-star review), the aftersales experience has fallen way below expectations. [EDIT] After FOUR WEEKS with no resolution, I have made this a 1-star review [EDIT 2] Despite them responding to this review, it is now FIVE WEEKS

Very good service from Hatfield Audi

I’ve never had a negative experience coming here, I bought my Audi at another branch and Hatfield is my local one, the team are always extremely helpful and friendly. They’re happy to help with any queries I have, I would happily recommend Hatfield Audi to anyone looking to purchase a car or to send their car to be serviced.

Julie, the Customer Service Representative, was absolutely exceptional. My car was in for a few days, and throughout the entire process she kept me regularly updated on the progress, which I really appreciated. Julie was professional, friendly, helpful and genuinely attentive from start to finish. Her communication was excellent, and she made the whole experience straightforward and stress-free. Outstanding customer service and a real credit to the team. Thank you, Julie!

I ordered a lease car through a broker, which was procured through Hatfield Audi. Unfortunately, the car was beset with issues from the off. On delivery, I was informed by the operative that the car had a full tank of fuel and, sure enough, that is what the fuel gauge was reading. It quickly became evident that the tank was nowhere near full, as it dropped to half, then a quarter within around 20 miles of driving. Soon enough it was empty. I did not expect to receive a car with a full tank of fuel, but the gauge was clearly misreading, indicating an error. I took the car for a drive soon after delivery and, after a short while driving, the audio cut out completely. Not only had the music stopped, despite the screen indicating that it was still playing, the radio was non-functional, and there were no system sounds, including parking sensors, indicator sounds, touch-clicks etc. A hard reset of the system did not resolve things. I referred the matter to the broker, who communicated with the dealership. Regrettably they were completely unwilling to engage in any serious conversation on the issues, and refused to accept any responsibility. On the fuel gauge issue, simply “car would not have been delivered with a full tank” without any acknowledgement of the fact that the gauge was displaying a full tank and, dismissively, “the customer has setup the dashboard showing the trip meter NOT the fuel gauge” when the photo I provided very clearly did show the fuel gauge, as well as the trip meter. They barely engaged at all on the issue of the sound, other than to suggest that I take the car elsewhere as “it is not possible for us to assist the customer due to the distance”. Funnily enough that did not stop them from taking my money for the car. At first, they advised I contact Audi roadside assistance, which is frankly an absurd suggestion, and then insisted that I take it to my local dealer. It would, after all, be covered by the Audi warranty, they insisted. So, at considerable inconvenience, that’s what I did, and this morning my local Audi dealership called me to explain that the warranty would not cover this issue. In fact, this was not a mechanical or electrical fault, rather Hatfield Audi had not set the car up properly and “had not carried out all the appropriate pre-delivery inspections”. So now I have a bill of over £200 because Hatfield Audi is both incompetent and intransigent. I will try to recover the funds, but I won’t get back the time it has taken to try to engage with Hatfield Audi, or the travel to and from my local dealership, or the four days without a car. Very poor.

Professional and friendly staff

Thanks for all hard work Max, very pleased with the car and service we received from you.

Had a recent service for Q3. Good service.