I initially left the store with a very positive impression and selling experience - - The car had been MOT'd and the timing belt changed prior to going for sale - Gordon Menzie had gone to the trouble of putting together some packs of brochures for both of our kids so they got something too (they were excited about the car). - upon returning to service to have 3 items looked at, two of them were fixed with no issue at all, one of them transpiring to be more than we had initially thought (thought the air con gas needed recharging but transpired the condenser was gone). - Darren in service was very proactive and helpful However, one issue - that of the spare key - clouded things as the weeks went on. - The key wouldn't work, so it was not checked during any pre-sale checks - maybe an opportunity for improvement there - As a result, I was asked to "drop it in" the week after I bought it. - Service couldn't cope with a car being dropped in, so it was a wasted round trip to Kirkaldy, entailing me having to return. Apparantly it is something that happens regularly - sales telling folk to drop in a car - as opposed to telling them to make an appointment, so there is room for improvement there. - The key couldn't be coded so a new one had to be ordered. this was guided at 5 days to a week. I had to follow up 5 times over the phone about the key over the course of the next month, before initiating a complaint. Despite the promises over the phone of the sales manager, the key was not delivered the following week as he had committed to and I had to follow up again afterwards. - again, opportunity for improvement if an order or customer issue is on backorder, follow up with them if it has been delayed or follow up internally to find out what is happening. Why is a customer chasing you 5 times and then instigating a complaint before it (eventually - I had to follow up once more afterwards) gets actioned? It's issues like these - small things, let-downs and continued failures despite your commitments at the highest level locally - that tarnish your reputation as being dependable. So, while a very positive experience was had at first, it was surpassed by the frustration and hassle of rectifying what was a simple and small issue. I have to say that Service throughout (especially Darren) and the external support from head office following the complaint (Megan) was very good. Having the option to go externally to the local store was a great help. For that reason, I am grading you Normal. I would have graded good or very good based on the initial selling experience from Gordon and the follow up service issues re: the air con and handbrake. However, the debacle over a simple key over an extended period of time brought this back. It's the failure to deliver time and time again that has done this - nothing else - I imagine that it's something that you really need to manage as customer confidence, even to just to make the initial step onto the lot, is very, very important. It's half the battle. I would recommend Peter Vardy for a car. I believe we got a good vehicle at good value and it had been serviced well. I would not like to have spent significantly more on a car and have experienced the same or similar issues. Hence a 7 - I would recommend you as an option to be considered, but would caveat it with my experience. Happy to discuss this if anybody wishes to chat to me. gerry