On Friday 31 August we had been very disappointed in the state of the car when we went to collect it. I have detailed below the saga we have experienced in dealing with your company. Firstly however I have listed in detail the faults we have found with this car. 1. Contrary to the information we were given, the car had not been serviced. On my journey home from the showroom on Friday the tyre pressure warning came up on the dashboard. On checking the tyre pressures they were all different. The coolant level in the car was below the minimum level and the oil level, although not below the minimum, was not at the level expected following a service. We also did not receive a service book or MOT certificate for the car 2. One of the keys supplied has an intermittent fault and does not always open the car using the keyless entry system nor is it always recognised by the car when trying to start the engine. 3. When we saw the vehicle for the first time there was a missing part on the door mirror and this is one of the faults we waited almost two weeks to be rectified. Prior to handover, we were advised by Joy that the replacement mirror had been damaged while being fitted. 4. The front bumper has chips on it which look like they have been touched up by a three year old with Tippex. The front bumper is also deformed on the NS of the grill. 5. Both front doors have dents where they look like they have been opened into walls. The NS front door also looks like it’s had something jammed in it close to the wheel arch. 6. There is a scratch on NS rear bumper that was not there on initial inspection. 7. The rear bumper colour does not match the colour of the main body of the car. The car has a pearlescent paint but the bumper is a flat white. 8. Black trim on rear bumper is scuffed and discoloured. 9. There is a very noticeable burn on the NS rear seat squab. 10. There is a tear on the rear seat back rest. 11. OS Rear exterior window trim has dent that was identified on initial inspection. 12. White marks which appear to be paint on the majority of interior panels, seats, centre console and carpets, again all identified at initial inspection. 13. No Jack or wheel brace with the car, again identified at initial inspection. 14. Burn to carpet on NS front footwell. 15. Head lining at the rear of the car is badly marked. I did try to attach photographs of the above but the review site would not let me. On the initial quick viewing of the car carried out by my partner, he was extremely happy with the car apart from the few areas that he pointed out to Stuart namely the door mirror damage, dent on window trim, interior markings as well as there being no jack or wheel brace. Stuart was impressed with the condition of the car. I am unsure what happened in the two weeks between then and when it was collected but it looks like a different car. On arriving at the car store on Friday we were met by Joy who took us through the necessary paperwork. After nearly one hour Joy advised that the car was still being valeted and would go and see if it was ready. When the car was eventually brought round, along with the above issues, there was a large amount of polish still visible on the body work of the car and the steering wheel felt sticky and there was a residue left on my hands when I got home. We were advised at handover that the vehicle was probably missed from the days collection list. This leaves us to believe that the valet procedure was rushed and that the paint and fabric protection that we paid extra for has not been applied. Unfortunately the photographs attached do not show the full extent of the poor quality valet. I would like to add that both Stuart and Joy were both very apologetic and seemed embarrassed at the state of the car as nothing that was discussed on Monday 20 August had been completed apart from the door mirror which was further damaged. At handover Joy Crosbie sent an email to Martin Farrell and Keith McDermott copying the email to Jamie Reid and George Ewart asking that I be contacted ASAP regarding the issues. As this email was not acknowledged by any one of the many people it was sent to my partner, Ian, went into the car store on Monday afternoon to speak with sales manager Graeme who we spoke with on Friday and who convinced us to complete the sale and ensured us that all our concerns about the defects on the car would be addressed. Jamie Reid came to meet Ian and advised that Graeme had asked him to come speak to him without apparently filling him in on what the issue was, even though Jamie was also copied in on Joy's email. Ian advised Jamie of what had happened when we went to collect the car and started to go through all the issues again for him. On the first few points raised which were that that the car had not received a service Jamie tried to fob Ian off with excuses as to why the tyre pressures may be low and then continued to give excuses for the state of the car and even tried to tell Ian that the back bumper matched the car and that the car did not have pearlescent paint. After finally conceding that there was a mismatch in colour Ian felt that Jamie was very dismissive of all the concerns that he was trying to raise again. Ian agreed to go and book the vehicle into the workshop and Jamie took him through. Whilst Jamie was discussing the issues with the workshop Stuart Fraser came over to talk to Ian. Stuart again was very professional, apologetic and reassuring which following his conversation with Jamie was refreshing. However, on being taken to the workshop reception Ian was asked yet again what the issues were, which I would have thought Jamie would have passed on. Whilst discussing the issues Ian was advised that the vehicle had not gone through the workshop for inspection as this was apparently previously carried out by the branch in Dundee where the car came from. I would question this as it would appear that errors were made somewhere along the line. As we would require a courtesy car, Ian was advised that the earliest we could get booked in was 25 September. I think expecting us to wait a further three weeks to get the car we thought we would be getting initially is completely unsatisfactory. Your company is supposed to pride itself on good customer service. I have seen very little evidence of this. We understand that we have purchased a used car but given your Used Car Promise we do not think that it is unreasonable to have expected that all these issues would have been not only identified but also rectified prior to a collection date being arranged. Once I made my complaint formal things did not improve. Megan only appears to call you back after the third time you call her and even then all she can say is I am looking into it right now and I will call you back. Megan never called me back. My partner eventually took the car in for inspection by George Ewart who ensured Ian that he would personally ensure all the work was completed but we could not get this any sooner that 25 September. I emailed Megan again to express my disbelief that a company of this size could not get a courtesy car from somewhere, again I got no response. We picked up the car yesterday afternoon four weeks after our initial collection date. All the issues listed above have still not been addressed but you have my partner to thank for me accepting the car as I wanted a full refund if it was not perfect. For an organisation of this size your customer service and communication is woefully unacceptable and although I said I would recommend you to others that is only pertaining to the initial service we received from Stuart at point of sale. I would not recommend you to others if this was solely on your after sales service.