I must begin by saying the reception staff were excellent . However, getting a key programmed to my car took from 9.30 until 4 .15. I was kept at the garage from 9.30 until 12.30 for a job expected to be finished with within an hour whilst I waited. Admittedly they gave me a lift back to my house and dropped the car back later that day, but the manager was begrudgingly prepared to only knock £20 off the fee when I had spent more than that on lifts to collect my grandchildren and my daughter in law lost pay whilst she waited . Given there was no parts outlay on their part , customer satisfaction and goodwill would have caused me to write off the fee were I the manager.