Hi Alex, thank you for your feedback. As we are all independent franchises we wanted to ensure you have contacted the right branch as we cannot find any record of you as a customer of ours. We are sorry to hear you have had a bad recent experience. We aim to to resolve any issues as quickly and efficiently as possible so would very much like to speak with you to discuss this further. If you could please contact us on 0116 366 6333 that would be much appreciated.