Sytner Group - Reading Audi Avis 

Emily was very informative and supportive, guys carrying out the work were very thorough

**update in response to Sytner’s reply

Thank you for your response. I appreciate the acknowledgement. However, I had already copied Michele Williams into previous correspondence regarding this matter and did not receive a response at the time. Given the history of this case, I feel I have made every reasonable effort to engage with the dealership. My review reflects that experience.**

I purchased a brand new Audi Q3 from Sytner Reading expecting the level of service associated with a premium retailer. Unfortunately, my experience has shown a significant difference between the sales process and the ownership experience.

The initial sales experience was positive, but the handover of the vehicle was rushed. There was little demonstration of the vehicle’s features, no meaningful assistance setting the car up, and even rubbish left in the centre armrest. It was not the premium experience I expected when collecting a brand new vehicle.

Shortly afterwards, the vehicle developed multiple issues, including ongoing MMI and navigation faults, windscreen concerns that required replacement but remain unresolved, a failed driver’s window regulator, and further issues including a steering related noise and an intermittent crackling sound from behind the dashboard. The vehicle also sustained paintwork damage whilst in the dealership’s care.

The biggest disappointment has been how these issues have been managed. Despite providing evidence of faults and attending multiple visits, I repeatedly found myself chasing updates, requesting progress and escalating concerns. Commitments such as the opportunity to compare my vehicle with another Q3 of the same specification were not followed through.

Communication has been a particular frustration. Even after my vehicle was booked in for two days, I received no proactive update when that time passed and had to contact the dealership myself. More recently, after sharing my experience in a review, the response was again to ask me to contact them, rather than proactively reviewing the history of the case and taking ownership. This unfortunately reflects the wider experience I have had throughout.

I have always been willing to work constructively towards a resolution, but a premium dealership should not require a customer to continually drive the process forward.

Buying a premium vehicle is not just about the badge on the bonnet. It is about confidence that, when something goes wrong, the dealership will take ownership, communicate professionally and support the customer through the issue.

Based on my experience, Sytner Reading did ok up until the contracts were signed. They fell significantly short when it came to the part that matters most: supporting the customer after the sale.

Cameron and Liam was amazing in the process of me getting my car and helped me throughout the whole way.

Haajrah was amazing! Paperwork and handover was so quick- visited the car and drove away within less than a week!

So, I’ve been meaning to write this review for quite some time, but I’ve been caught up in the immense excitement of driving my new car!!!

The Service: Above and Beyond
What truly made this a fabulous experience was the awesome customer service provided by the dealership team.
• Zero Pressure: The staff were incredibly welcoming, knowledgeable, and patient, taking the time to answer all of my questions without any pushy sales tactics. A massive shout out to Cameron and Matt,above and beyond as always!!!!!
• Seamless Finance: They handled the entire trade-in and financing process quickly, making it completely stress-free and transparent.
• VIP Handover: When I arrived to collect the vehicle, they had it pristine, fully charged/fueled, and beautifully presented in the handover bay, taking the extra time to configure all my personal settings before I drove away.
I cannot recommend this team and this vehicle enough. If you are looking for a fantastic new car paired with a genuinely premium, caring, and totally outstanding customer experience, look no further!

Great service, polite and friendly staff. Waiting for car while it was being serviced and met my request to be ready serviced and washed on time as I had a 4 hour drive afterwards

I recently took my Audi in for a service and was genuinely impressed by how efficiently the dealership managed to lower my expectations.

The real highlight was collecting my car in a worse condition than when I dropped it off. After what should have been a routine service, the air conditioning mysteriously stopped working—perfect timing during 35°C heat. It’s remarkable that a dealership representing a premium brand can return a customer’s car with a fault it didn’t have when it arrived and conveniently the fault would cost me an extra £150 to investigate on something I was told ‘wasn’t touched’ by any of the technicians during the service.

As if that wasn’t disappointing enough, when I raised the issue and explored the possibility of changing into a new Audi, the offer I was given was frankly insulting. It wasn’t a serious attempt to retain a customer—it felt more like a token gesture designed to make it look as though they’d tried. If that’s how Audi believes loyal customers should be treated after leaving them with a car in a worse state than they received it, then they seriously need to rethink what “customer service” means.

For a brand that prides itself on quality and customer experience, this dealership delivered neither. I’ve been left with a faulty car, complete disappointment, and absolutely no confidence in returning. If this is the standard of aftersales care, I’d strongly recommend looking elsewhere.

Asked for a waiting appointment and had been booked for an all day one.They did manage to change this when I made a fuss.See how your car is progressing,did not work gave wrong information.Given pointless video of someone checking my car. I would rather he just concentrated on the car.Had to ask for details of what service had been done. Rang me later to ask for photo copy of my receipt as they were in a middle.Very difficult to contact by phone unless you want one of the options available,I did not. My Audi is a great car just a shame about the garage. Too many clever gimmicks that don't work.

Brilliant service apart from small miscommunication on pick up
location meaning I drove 80 miles unnecessarily as was originally told to meet at Audi N Wales when in fact he drove to my house. The handover was excellent and Harry spent ages going through all the tech bits. Thank you

I recently took my car in for its annual service and received a quote that included a considerable amount of additional work. After careful consideration, I decided to proceed with only one of the suggested services, mainly due to the overall exorbitant cost.

Looking back, I’m glad I made that choice. When I picked up my car, it hadn’t been cleaned as promised and, unfortunately, had a strong odor of oil.

Audi, if you want customers to invest over £600 for an annual service and consider additional work, it’s crucial to show appreciation for their business. At a minimum, ensuring that the car is clean and fresh upon pickup should be standard practice.

Had I paid the full service fee along with £1.8k for additional work, I would have been quite frustrated to find that my car hadn’t even been washed.

Awful service. Bought an Audi A1 20/5/26. All good at first. Couple of issues with it. Matt the salesman helped initially. 27/6/26 warning light has appeared. Blower motor fan erratic. Mailed them. Twice. No response. Even phoned. Dreadful. Car is nice. Main dealer not so nice. Car is under warranty. So I expect them to honour the warranty. Will be contacting Audi customer service like I did in May to get a response.

Based on my personal experience at Reading Audi, I would have given a five star rating because the service received was exemplary. Gareth Dimond and the team salvaged what was, up to that point, a totally unacceptable customer service experience.
However, in the 24 hours prior to the appointment, I wasted so much time trying to get answers to some basic questions I was incandescent when I arrived on site.
Sytner Group has no idea what their digital phone system generates by way of customer frustration and dissatisfaction. I spent an inordinate amount of my time going through a plethora of multiple choice questions, none of which were relevant to the issues I wanted to discuss. I would be happy to expand on this experience if anyone at Sytner really wants candid feedback.

Like - Helpful and professional people.
- did a good job mechanically
Dislike - not seen to until well over 30 mins after booked time.
- only offered one option of manual courtesy car even though reserved 7 weeks ahead
- absolutely zero communication between central booking and actual service agent despite being asked to send list of issues to be addressed
- why can’t customers call service dept directly like other dealerships?

Well oiled partnership.friendly and helpful staff.go out of there way to help.car completed by time stated.

Very pleasant, loan car beautiful very happy

My car was booked in for investigation on the EM light on 6th May and a fault was found with sensor 1. Liam Paul was very helpful in explaining the issue and the car was rebooked for remedial action on the 28th May.
I was helped by Daniel on this occasion. I found him extremely courteous and efficient in the way he dealt with the repairs. From booking the car in to providing me with a courtesy car and then again from keeping me informed about the delay with the relevant parts for the works.
I picked up my car the following day and was again very happy with the level of service provided by Sytner Audi and Daniel in particular.
Many thanks to everyone at your dealership who helped me sort the problem out.

Kind regards
Nazmi Husain

I pre-booked my car in for it's first annual service at 1030 am. My car's service was not completed until gone 1700 hrs. In this time i was required to wait within the reception area, although i was provided with access to a cubicle in which i could work on my computer and simple refreshments were available in the form of biscuits, tea and coffee and fruit. I admit the envuronment was comfortable and the customer facing staff were friendly and approachable.
However, i was not informed that i should expect to be at the garage for over 7 hours and had pre-boomed a time slot. I appreciate appointment times may be delayed and thst there is an inevitable wait whilst the service is being carried out. As such i arrived prepared with work to do and was comfortable doing this. However a wait of over 7 hrs for a simple service is unacceptable. In addition, i had arranged child care for my children (which finished at 4pm and had been considered as ample time for a planned 1030 appointment). This left mein an urgent situation trying to find cover at the last minute and my children put at risk).
I appreciate the apology given from the staff and their early response to a formal complaint. However, 7 hrs for a simple first year service on a car which has no complications is unacceptable, particularly when there is a pre-booked appointment time system.
The team offered me a discount due to my incinvenience and this was received with gratitude. However, I found this entire experience incredibly stressful mainly due to the long wait and my chilcare concerns.

I recently used this car service and overall I was really impressed with the professionalism, punctuality, and friendly attitude of the staff.

However, I was quite disappointed with the standard of the car clean. The vehicle did not appear to have been cleaned properly, with noticeable marks and dirt inside that let down what would otherwise have been a great experience.

The service side was excellent, but customers also expect the vehicle to be presented to a much higher standard. I hope this can be improved going forward because the actual service provided was very good.

I love Reading Audi! The staff are professional yet have such a friendly way about them! Emma was a superstar that day. Nothing is too much trouble for anyone there. They really go the extra mile every time!