Customer Care and Complaints

How to raise a concern

Call 050 608 7150, use the workshop WhatsApp route on the Contact page, or visit Warehouse 39, Al Quoz 4, Dubai during published opening hours. State that you want a customer-care review so the message is not treated as a new booking request.

Do not post personal, payment or vehicle-identifying material publicly. A review may need private documents, but only send what is relevant and confirm the destination first.

What to send

• your name and preferred reply route;
• Audi model, year, registration or VIN where needed to locate the job;
• job card, estimate or invoice number and the visit date;
• current mileage and when the issue began;
• the exact approval, charge, finding, repair, warranty decision or website statement you dispute;
• photographs, video, messages or documents that support the point;
• the outcome you are asking the workshop to consider.

A short chronology is more useful than repeated messages sent through different channels. Keep original documents and do not edit media in a way that removes the relevant context.

Urgent safety concerns

A vehicle may need recovery or a controlled inspection. Website messages and routine complaint review are not emergency services.

Review process

1. Locate the recordThe workshop identifies the vehicle, job card, estimate, approvals, invoice and repair-specific terms.
2. Define the disputed pointThe review separates price, authority, workmanship, part condition, warranty, communication, safety and website accuracy issues.
3. Check the evidenceRelevant messages, measurements, scan results, photographs, parts identity, supplier terms and closing checks are compared.
4. Inspect where neededA physical or diagnostic reinspection may be required before a technical conclusion can be made.
5. Explain the outcomeThe workshop states what it accepts, what remains outside the approved scope, what further test is needed or why the matter remains disputed.

No fixed outcome should be promised before the relevant record and vehicle condition are reviewed. If a response will take longer because a supplier, insurer or specialist must be consulted, the next dependency should be identified.

Possible outcomes

Depending on the evidence and applicable terms, an outcome may include clarification of the invoice or approval record, correction of website wording, a no-charge warranty repair, a supplier-led part review, paid diagnosis of a new or unrelated fault, a revised estimate, refund or other remedy required by law, or a reasoned decision that the claim is outside the approved scope.

This list does not predetermine the result and does not narrow a remedy available under mandatory law.

Warranty concerns

Read the Parts and Warranty Policy and the repair-specific job card. Provide current mileage and avoid third-party dismantling of the claimed area before the original workshop has a reasonable chance to inspect it, unless safety, law or urgent circumstances require another route.

A later fault code or similar symptom does not automatically prove failure of the earlier work. The review compares the present condition with the actual part, labour and closing checks that were approved.

Website and data concerns

For a website correction, provide the page address, heading, disputed wording and source that supports the correction. The Website Terms of Use explain the review standard.

For a privacy request or suspected data incident, identify the contact route, approximate date, record and requested action without sending extra sensitive information. The Privacy Policy explains identity verification and legal limits.

For an access barrier, include the browser, device, assistive technology and task. See the Accessibility Statement.

External rights

You may have a right to use a government, consumer, court or other external process. Raising the matter with the workshop first can help assemble the relevant documents, but it is not intended to prevent or delay a route available under law.

For current official information, use the UAE Government consumer protection guidance. Check the official source for current authorities, requirements and contact channels rather than relying on an old phone number copied into a private website.

Records and privacy

Complaint records may include the underlying job documents, communications, submitted media, technical review and outcome. They are handled under the Privacy Policy and retained only as needed for the review, workshop history, accounting, warranty, fraud prevention or legal obligations.