Farrow & Farrow Rawtenstall reviews

Dear LJ - we'd love to talk to you about this review if you would care to call us, as there is no way for us to contact you from here and of course, with you just showing up as "LJ T" we have no way of knowing who you are, what property you enquired about or whether you did indeed speak to our agency. Please feel free to give me a call on 01706-211690 and we will certainly do what we can to help you with any enquiry you may have, including about the area or other potential properties, as we do with everyone we hear from. I am the only male in the office during the timescale you have mentioned and we would never be dismissive in the manner you have described, in fact, we always do what we can to help when an enquiry is genuine and go above and beyond with this - could you perhaps be mixing us up with another company? I'm sorry if the property you called about had already been sold by us too. We pride ourselves on being the best local agent with the most extensive local knowledge and expertise in the area and have a passion for matching people and properties whenever we can. With that in mind, we wonder if this is indeed a genuine review correctly attributed to our company, hence why we would love to talk to you. Thank you and we look forward to receiving your call and helping with your property journey, Peter

Dear Michael - Firstly we're sorry to hear you have had a bad experience with an estate agent however, we have no Michael Bury in our system, nor have we had any issues with someone with this name. Please contact us directly at your earliest convenience on our office number - 01706211690 - as we will certainly do our best to help you identify the real estate agent that you have had a problem with as it cannot be us. Not only do we not have your name in our system, we only get paid from selling or letting properties and you are not a client of ours, so this is incorrect and we therefore would not be asking you for payment. We look forward to speaking to you and being able to help in any way we can.

Hi Dave Thank you for taking the time to write a review. I’m sorry to hear that you think we’re difficult to get hold of or deal with, particularly as yourself and your wife have both either spoken or had email correspondence with us as you've mentioned. We have also had communication since the initial enquiry however, your availability to view is limited and we have to fit in a viewing for you both with our vendor and, as the property is particularly rural, when we have availability of staff with a suitable 4x4 vehicle as per the details of the property listing. Due to our vendors' previous experiences, they require us to have viewing requests in writing which is why you were asked to email as you say and I can see the first time this was done was 19 days ago. Since then, either our vendor has been unable to accommodate, the weather has prevented a viewing, or we have not had suitable vehicle access on rota. I actually had this exact conversation with your wife only this morning and therefore, I'm not sure whether you've had a further discussion at your end before writing your review, but the situation was explained. It is certainly unfortunate that, as a combination of factors mentioned above, it has regrettably not yet been possible to confirm a viewing for you in just over 2 weeks, although we will of course continue to try to make arrangements for you and in actual fact, this has only allowed us a window of 2 days, on one of which the Valley was forecast to and did receive a blanket of snow which would have rendered viewing impossible and wrong for us to arrange when we would have had to cancel in any event, due to the remoteness of the property. After I took your wife’s telephone call this morning, I asked one of my staff to endeavour to do what they could to book the viewing within your required parameters, hence why you then received a further email from them today too. Just one last point to note, is that we must also always be mindful first and foremost, of our vendors' instructions in any event. Sometimes therefore, while this may regrettably cause a delay or some inconvenience in arranging a viewing, we are bound to go along with these instructions, even if we are not permitted to share what these may be with you. We hope to be able to arrange the viewing for you in the near future, subject of course to your availability matching that and the instructions of our vendors, as per the above. Kind regards, Peter Farrow

Thank you for your review and we're sorry to hear you are not happy (as we mentioned in previous email contact) however, it is not accurate: - You did phone us to arrange a viewing last week and we did refer you to our COVID-Safe procedure that is correct. We are aware many agents are not following Government guidelines on having adequate risk assessment in place but we have implemented a policy which covers this fully and this is why you were asked to provide your contact details that way. It is our version of a track and trace process. - Further to your calling us on the phone yesterday (Monday) we found your first email in spam which had been identified as such due to the content being similar to phishing emails sent to estate agents. - We have tested our contact form ourselves this morning and there was no issue with it, we received the test message perfectly and quickly. - Neither of our directors have received messages through LinkedIn but even if we had, this is not an appropriate means of trying to book a viewing nor how we asked you to complete our COVID-Safe procedure. - Also further to your call yesterday we sent you via email directly, our COVID-Safe questionnaire to complete. - You to this email at 9:39pm last night (Monday), declining to complete the questionnaire saying you no longer wished to view. We replied to you on receipt of this at 9:55pm last night (Monday), explaining that unfortunately your email had gone to spam and we apologised for this - we offered to still book your viewing in accordance with our COVID-Safe procedure. All of the above, was before we were notified of this Google review this morning, (Tuesday). We are sorry to hear you are not happy, but as we mentioned in our email we are doing our very best to be as safe and responsible as possible during difficult times and we are sorry this has not met with your expectations on this occasion. Should you wish to view, we would still be happy to help and arrange this for you.

Hi Jennifer - Unfortunately, your depiction of events is incorrect. You enquired about a property which we only listed following a sale falling through on Monday, (2 days ago). Your enquiry came through yesterday, Tuesday afternoon at 2:46pm, asking for a viewing after hours or at weekend. We responded to that enquiry in less than 45 minutes yesterday afternoon, but you then didn't come back to us until 11:24am this morning, (Wednesday). By this time unfortunately, the property had been viewed yesterday by several parties, we had received several offers and the vendor has instructed us to accept one of those offers. You also mentioned receiving no personal contact however, this is also incorrect - your first response was indeed our automated Covid reply following which, the emails you received both within 45 minutes of your enquiry and then again this morning, were personally written and sent. At the moment, the market in Rossendale is very fast moving and there is limited stock coming available but of course, this is not a failure or wrongdoing on our part and as such, would hope that a 1 star Google review can be seen to be unfair. In fact, for our client the vendor, we have done a stellar job of obtaining a higher offer within less than 48 hours of a sale falling through. We are working hard to help bring more property to the market as and when it comes available, but can only deal with enquiries as fast as they come in which in your case as I mentioned, was within less than 45 minutes and we then awaited your response. In any event, may we take this opportunity to wish you well in your ongoing property search.

A Arch - This seems to be another review where we have no record of anyone with this surname - this seems clearly to be another anonymous rogue and malicious attempt to bring down our reviews when in fact, we are the best selling and most effective agent in the area this whole year. We sell more properties compared to instructions than any other company in Rossendale. If you have a legitimate viewing request please ensure you email sales@farrowfarrow.co.uk and this will be dealt with for you.

A Arch - This seems to be another review where we have no record of anyone with this surname - this seems clearly to be another anonymous rogue and malicious attempt to bring down our reviews when in fact, we are the best selling and most effective agent in the area this whole year. We sell more properties compared to instructions than any other company in Rossendale. If you have a legitimate viewing request please ensure you email sales@farrowfarrow.co.uk and this will be dealt with for you.

We're sorry to see you are unhappy, but much of what you say is completely untrue. We never had a key for access to your property, so we couldn't have sent viewers without arranging with you - people do often travel to properties to see their location before contacting an agent. We contacted you to discuss pricing, as is correct, when the market response is that expected interest isn't forthcoming. This is not a negative though. When you listed your property with us, there was an EPC in place already. At the point of listing therefore, a new EPC was not required. Obtaining an EPC is a seller's responsibility and we will of course assist with this when requested, but your existing certificate was present when you came to the market. In terms of Facebook, this is not what we were doing to sell your property as you suggest, but rather, an additional suggestion from us to try and reach a wider audience. We were already listing your property on all the major portals and through our other online advertising, so Facebook was just another suggestion to boost your visibility. We see you have now relisted your property with another agent though, who actually does not list on all 3 of the major portals as we did, so you will have effectively reduced your presence online as a result unfortunately. We have arranged well over a dozen viewings for you and you also refused the last two parties who wanted to view - unfortunately, none of the parties who did view, wanted to proceed with an offer at that time. Notwithstanding all of the above, may we take this opportunity to wish you well with your property sale and your onward property search too.

Thanks for your comments Jeremy. We're delighted that you are happy with our service and wish you all the best with your property needs in the future.

A Arch - This seems to be another review where we have no record of anyone with this surname - this seems clearly to be another anonymous rogue and malicious attempt to bring down our reviews when in fact, we are the best selling and most effective agent in the area this whole year. We sell more properties compared to instructions than any other company in Rossendale. If you have a legitimate viewing request please ensure you email sales@farrowfarrow.co.uk and this will be dealt with for you.

Dear Sue We have tried to contact you this morning with regards your comments here, as we are unaware you were awaiting a reply from us and have nothing outstanding for you. Since attending a viewing with you on the 2nd March, we have not heard from your further, hence why we know of no question needing answering. We have checked through our email system and have no messages from you. We have also checked back through our phone system and the only call we have had from you was at 3:44pm on 1st March when you booked a viewing for the day after. Prior to that, you last contacted us in 2017, so this presumably can't be what you are referring to. It seems that given all the above, you may have confused us with another company and we would therefore appreciate you removing this errant review accordingly. Update: 1 week later, we have tried to further communicate as we know for certain, that the reviewer has confused us with another company. In an email after our reply to their review, several points were mentioned by the reviewer, which do not correlate with our company, but they unfortunately concluded with "I consider the matter now closed". While we appreciate brevity is key, brevity at the expense of accuracy is wrong and we are disappointed that the reviewer will not revise their comments to reflect this. We continue to wish them well in their property search, but posting incorrect reviews about the wrong company is neither helpful to others, nor fair to ourselves.

Diana, thanks for your comments but unfortunately, you have misrepresented not only yourself, but our company and both solicitors too and your assertions are simply wrong. No one here accused you of lying - we did however, explain to you that your solicitor had advised the vendor's solicitor that you had found your dream property elsewhere and closer to your daughter. Clearly therefore, this is not a fabrication on our behalf! The money and time you have wasted, is that of your own and the vendor's, as a result of your now choosing not to proceed with the purchase, not as a result of our company . It does tell us a lot, when we are advised that you have 'a propensity' for agreeing purchases then pulling out, (not our words but again, through fellow property professionals). Perhaps in the future, you may consider allowing more than 20 minutes on a Monday morning after demanding a call back from a specific staff member at one of the absolute peak times of the week, before you consider this upsetting or poor service. Ultimately, you need to remember that an agent's obligations are always primarily to their client, (who is of course the vendor of the property), before satisfying the wonts of the buyer. We will as ever, continue to provide our vendor with outstanding service and wish you well in your ongoing property search.