For background, information, I am a young professional currently living in London, but looking to move to the Woking area. I had arranged an appointment with Louise from MannCountrywide to view a property on Wednesday 18 July at 17:00. In order to make the appointment, I left work early and travelled 30 minutes by train.
Earlie in the day, I had received a text message confirming my appointment.
I arrived at the property at 16:55; there was no sign of Louise, so I waited outside. At 17:00, there was still no sign of Louise, but the sky had quickly turned grey and a very sudden downpour began.
At 17:05, I called MannCountrywide on their office phone number. The phone rang out. I tried again; the same thing happened.
At 17:10, I called the sales number for MannCountrywide, and got through to somebody. I was transferred to a gentleman in the Lettings department. I was informed that Louise had left the office and was on her way to meet me. I was now beginning to get very wet, and there was no immediate shelter.
At 17:20, I decided that enough was enough. I was soaked through, and there was no sign of Louise. I let and headed back towards Woking station. I tried to call the company on their lettings number again, but got no answer.
Today, Friday 20 July, I have spoken to Louise at MannCountrywide who has informed me that she is sorry for the missed appointment, but she was double-booked. There was no offer to compensate me for my experience; no suggestion that if I decided to rebook a viewing of the property, they would give me a discount on their fees. All in all, a very bad experience, and no thought of customer care.
What agent could do to change your mind?
Had the agent called me within 24 hours of the missed appointment to apologise, rather than me having to call them, I may not have felt inclined to leave this review, and might have given them the benefit of the doubt. Additionally, had they offered a discount on their fees, I may have considered using them. Neither of these things happened, however, and I will not be using them, much less recommending them.