1/5
GoogleI have used these estate agents to attempt to sell a property. The short version of my review is to avoid this estate agents at all costs. They are unprofessional and talk a good game if you speak to them but have little actual ability to back up their words. There are several more within just a few meters which I’m sure would be much more professional. In the longer version of a review I had issues with the following things they did: - Tried to cancel their initial visit to my property measure up and take pictures with just 2 hours’ notice. The lady said she had ‘double booked herself’, I suggested she needed to sort the issue out as I had taken time off work for her visit. She called back a few minutes later and said she’d be there as agreed. When she arrived she let slip to my fiancée she had been trying to knock off early for the week and it was really good of her to come out to us. - I needed a RICS valuation performed to sell my property due to the lease. I made this very clear to them before they visited me and I was assured although this wasn’t a standard thing for them to do they’d get one done. When the above mentioned lady turned up she said she lacked the qualifications for this and would do her own valuation. When I said this wasn’t good enough and I couldn’t proceed she gave me a list of three recommended contacts that could help. 2 were dead lines and the third was an engineer who had never heard of them before and didn’t do survey work - On the above mentioned visit the lady arrived with a flat camera battery (so not even properly prepared) and had no spare. I took the pictures for her on my phone and emailed them to her. The following week she said they couldn’t be used as they were ‘too high quality’ and she’d need another visit to take more (the pictures I supplied were 16:9 format so all she really needed was to crop them but didn’t know how) - Didn’t ask me for any ID until my apartment had been on the market for about 6 months - Failed to copy me in to email as requested - I requested changes to my listing due to inaccuracies and to make it more appealing to buyers as they were likely been put off. They refused as they said my changes were incorrect. I gave them proof I was correct. They made the changes and then blamed a 3rd party of the incorrect information. When I contacted the 3rd party they said they supplied the correct information, (and gave me proof of their conversations to back this up) town and country had just blatantly made details up. I went to them to complain about the situation and there answer was: ‘We think you should find another estate agents. If you want to stay with us then we’re going to triple your fee as selling this property is too much trouble.’ Finally, a good 6 months after leaving them they copy me in on an email with their office cleaning rota attached as there upstairs rooms are a mess and smell because no-one takes reasonability for cleaning or taking the bins out. Proof as if any were needed they are the most disorganised, least professional group of people you are ever likely to meet.
Agent replied
Thank you for taking the time to write your review recently Mr Reynolds. I am extremely surprised at your comments, especially as it is some time since we had your property on the market for sale. It is definitely not our intention to upset clients and I am very sorry you were dissatisfied with our service. As you know I tried to reach you at the beginning of September 2015 to discuss the sale of your property but, unfortunately, you did not respond to my calls or messages at that time and so I was unable to investigate the matter further. Our company has a comprehensive official complaints procedure and we are also regulated by The Property Ombudsman. If you would like to contact me directly on 01274 864141 I will be able to look into your concerns further. Susan Bell, General Manager, Town & Country
