Apr 03,2015
Minithumbdown
Deborah
By: 'JC08'
Apr 03,2015
8 people found
this helpful
This was our complaint letter to ALE within 2 weeks of the sale of our property, which was sent by recorded delivery to eliminate any 'not received' excuses. My Facebook review of our experience which was posted on ALE's own page was subsequently removed along with all the other negative comments which is quite clearly suppressing the truth from their own customers!

We feel that we must make you aware of our disappointment at the level of service which ALE delivers to us as a customer during the sale of our house.£

We must say that your business strap line, The agent that always keeps the customer informed is somewhat misleading and a contradiction in turn.

When we first appointed ALE we had issues with incorrect wording on the listing. Due to the market being slow I contacted you several times to amend pictures etc to improve the profile of the property, but several times the wrong pictures were amended.

On numerous occasions I contacted your office and was promised a call-back several times but I was never contacted back.

On one occasion, Harold, your part time estate escort, accompanied some viewers around several of your properties, including ours, and he arrived with us 2 hours early, which could have been easily rectified if we had been contacted prior to his untimely visit.

With regards to the ultimate sale of the property, we assumed that as our estate agent you would have kept us ¢â‚¬Ëœin the loop' but it appeared to be the opposite way round, with me contacting you to inform you of every change throughout the whole process.

Towards the end of the process I contacted your office to request your assistance with our buyer and to my astonishment you asked me to speak to them directly as they were actually in your office at the time of my call.

We were made aware that you charge a fee to de-register a property with ALE so we feel that in view of your charge, your emphasis and focus on customer service rapidly diminishes throughout the whole process and you never showed us your expertise as an estate agent should.

So having just settled your £2,400 bill with our solicitors, we feel that the cost charge most certainly does not reflect the quality or service received.

Our thoughts and feeling are compounded now due to the fact that in the days leading up to the house move we never received any contact or courtesy call from ALE and also no contact has been made since we have moved.

Communication and your customer attitude seems a failing and seen as recommendation is the best form of advertising, ALE would be one we would most certainly not recommend again\r

*This complaint is 100% factual and would be not only be surprised if this review got acknowledged but also I would be really intreagued to hear ALE's take on the real truth!
What agent could do to change your mind?
It aggrieved us that an estate agents fees are paid on completion and that as a customer you aren't able to reflect your dissatisfaction in their fees paid, instead you have to address any issues after completion, which we did but to no avail.
Attached Files
Comment on agent fees
It aggrieved us that an estate agents fees are paid on completion and that as a customer you aren't able to reflect your dissatisfaction in their fees paid, instead you have to address any issues after completion, which we did but to no avail.
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