As I work Mon-Fri my Mum dropped the car in first thing Monday morning, supplied the Service Team with her contact number and advised that it took 30-40 minutes to get to Quest from home. She was supplied with a courtesy car. At 4:30pm neither my Mum nor myself had received a call or text advising the work was done or any info. After numerous attempts to call, waiting on hold, leaving messages and promises of a ‘call back’, my Mum was still none the wiser. Eventually she called the sales team who did answer, and finally she was informed the ‘wrong part’ had been delivered and so would need it for another day. My Mum had to cancel an appointment on the Tuesday and rush around (to two other appointments including at the hospital) all day. I was then called by the Service Team, even though I was at work and not the one that had dropped the vehicle off. I contacted my Mum to inform her so she could go and collect. I would like to add that when the car was initially taken, a week previous, I was told I had a buckled wheel and told to ‘buy one on ebay, bring it in and we’ll fit it for you.’ The customer service has been woeful from the outset. I have been a loyal customer for some years, buying two vehicles, each with service plans. I pay for the Service Plan so your experts can deal with things so I don't have to. I have little time and 0 knowledge of cars ‘under the bonnet’. As for the valet that is apparently included in the Service Plan I would rather you hadn't bothered. Leaves in the grills, smudges and smears all over, I get a better service paying £20 at the local car wash. I will not be renewing the Service Plan when it comes to an end and can only express my huge disappointment with the way the Service Team seems to be heading at Quest, as all my previous experiences have been positive. I had considered purchasing another car from Quest when my HP comes to an end but now have my doubts. One extremely dissatisfied customer.