Stratstone - Audi Hitchin Omdömen 

A good experience.

not enough courtesy cars leading to long wait to get an issue fixed

I did not like the attitude of certain members of staff. My vehicle was with the garage for two and a half days when the work should only have taken a few hours. There needs to be a more proactive attitude towards the treatment of clients concerns. More care from employees would elicit a better response from clients. Telling half truths is not helpful.

Friendly & professional,

Excellent communication.

Received the car in March 2025. Found a major fault in May 2025. They took about a month to test, get the parts, and have it back. It was a major fault. The invoice list was so long that it took me two days to finish reading. However, as this was under warranty, I wasn't charged. My question remains, why wasn't this identified before selling? Another issue cropped up, and I didn't bother reporting, for I might sound as a whining 70 yr old Grampy.

Receptionist: 10/10
Friendly, welcoming, and professional — a great first impression.

Dealership: 10/10
Clean, well-organized, and easy to navigate. The environment was comfortable and professional.

Sales Adviser: 3/10
Disappointing experience. The adviser came across as rude, with no attempt at general conversation or the usual level of customer service you'd expect. When I mentioned an intermittent error with the car, I was immediately told it would cost £180 to diagnose — no offer to take a quick look while it was in for the recall, and no helpful advice either. Upon returning the car, the adviser drove it far too quickly and carelessly to the pickup spot, showing a lack of respect.

Service Recall: 5/10
The recall work was completed without issue, but the car wasn't cleaned, and the so-called "health check" felt more like a quick scan to see if there were any easy upsells, rather than a genuine inspection.

Good customer service

In the purchase of LP74UAU in June 2025 I paid 850GBP for a 4-year service contract which I did not sign as I decided not to undertake this service contract. I have requested repayment but there has been no reply from Stratstone Audi Hitchin or their salesperson. Can someone please follow up thanks.

The customer service was excellent, and the advice, guidance and support through the sale process was smooth, not stressful and overall, overall the experience was excellent.

Super slow check in and check out of a car for a service with no customer benefit or value added.

Professional staff and eu accommodating

I brought a Q5 Black edition in June 23. This car was six weeks old from Audi Hitchin. After about 4 weeks I expirenced issues with the MMI, causing the main screen to go blank, sat nav/ blue tooth and various other things failed to work, this would happen for days on end. I was asked to reset this manually this I did but it would only last for hours some times for days. The car has had many visits to the work shop and parts replaced.

Audi Hitchin have offered very little support and will not compensate me for this. It would appear that once the salles team have sold a vehicle they are no longer interested, its all about monthly sale figures. I amcurretly dealing with the Audi UK executive customer care team and to be honest they show very little concerns in trying to get this sorted, they are not interested in compensating customers for a failing audi product.
The CEO of audi UK will not lower himself and speak to customers that experience issues, Audi AG will refer you to the UK.
They sell executive high class vehicles and wash their hand when issus are raised.
My vehicle is now over two years old the problem still not solved and waiting for software updates that are not available. Can anyone out there please advise me of who I could contact.
I am so disappointed with the whole affair and will never buy another Audi, this is my fifth Audi.
The problem started back in July 2023
Date of experience: 10 July 2023
Edit

Timing was superb.
Customer care was spot on.
Lovely atmosphere.

Ill Professional and Sub Standard treatment:

I was given an appointment for change of central locking- rear passenger door. There was lack of understanding at Hitchin Audi as why I was at their premises on the day of appointment, despite being the fact that Hitchin Audi after sales manager arranged the appointment and confirmed ordering of two central locks and date of appointment via email. Besides there was a text message sent on mobile about appointment confirmation too. On the day there was no locks available, I had to leave vehicle and arrange for loan vehicle which resulted in to waste of my entire day and undue stress plus commotion because I commuted from Luton for a day appointment of 3 hours maximum.

I believe the entire treatment was bad because of the fact that my car did have warranty, thus the fact that I was not supposed to pay for required repairs actually led to this ill professional and unacceptable treatment. Upon inquiry as why the central locks ordered 5 days ago are not available, I was told that they are wrong and if I want both locks to be repaired, then I should pay for the other lock. I was also told that if I am not happy with Hitchin Audi, then I should go somewhere else. I confirm I never did ask for both locks to be repaired and it was Hitchin Audi after sales manager who actually confirmed in writing that two rear central locks have been ordered.

This is unacceptable ill professional treatment and raises many questions about the quality of central locking in Audis, further the respect given to Warranties etc.

I must add that I have suffered the same central locking issue with another of my Audi Q3 in last year before I switched to my current Audi purely because of this problem. It raises questions as how come two different Q3 Audis can have similar central locking issues. This must be quality issue with central locking in Audi Q3s, or I must be unfortunate one to suffer same issue for my two different Q3s.

I ask you to come back to me regarding this comment and allow me to feel that you do care about customer feedback and rectify it, instead of merely collecting comments.

Very professional and very knowledgeable

Staff are very professional and polite, Customer parking is a bit restricted at this site otherwise very good and will definitely be using them again for my car servicing/MOT.

Had a small problem resetting the tyre pressure setting on a car we purchased a few months ago. We called in on the off chance and Matt got it sorted for us whilst we waited. Great service

A very customer centred approach and very friendly.