I deeply regret that we advertised your parents house for sale after we were specifically requested not to. This was a grave error on behalf of one of my staff, an error that should not have taken place. We had nothing to gain from advertising the property. It was human error. It was a mistake.
Having brought it to my attention when you clearly demonstrated your upset at our actions, I apologised to you, both your mother and father by phone that evening. I offered to pay for a meal for your family at a time when you could enjoy a family meal out. I then wrote an apology letter as did the member of staff who had made the error.
You will know from your job dealing with customer complaints that some complaints seem to be minor in content. I was only too aware of the impact of our actions and your emotional explanation of the ramifications of our actions, but the damage had been done. Unfortunately, I could only apologise, which was clearly inadequate.
Some of the other things that you mention, I cannot comment on as I am not aware of any specifics. We are careful about what information we give out and I cant imagine why we would say we had spoken to people when we had not as I don't see what we could gain from that. I have checked the log and there are over 40 entries regarding the sales progression of your parents house. So, I am happy that we were diligent when progressing the sale.
It was clear that after your parents had exchanged contracts, some 4 months after the event, that you were still upset about our original error, when you came to the office. As a result we offered to draw a line under the matter by halving our commission, which we had hoped you had accepted . I am sorry that this clearly has not demonstrated our understanding and regret.
I accept that we made a very large error in an already stressful situation for your parents and your family. I once again apologise for the upset we caused to your mother, father you and the rest of your family. Having made the error, I am not sure what else we could have done to show our regret. I hope that the sale will become a dim and distant memory for all of you. We will continue to do our best to be, as you put it, ‘ a good local agent'. Kevin Moll Director of KevinHenry

MISS MAISEY'S FACEBOOK REPLY WAS: Thank you Kevin Moll for your genuine and kind response. We were impressed by the way you personally handled the initial concerns. Unfortunately you were on holiday when we were forced to come in a second time after further upset caused by Henry and I was not satisfied with the way this was resolved. My parents just wanted it all over and as Kevin Henry were not prepared to budge she has to accept something she wasn't entirely happy with in the end. Therefore we still feel this process has been painful and one we will not forget quickly.