“PurpleBricks West Lothian - negative, stressful and upsetting experience...”

Jun 12,2018
By: 'Steve'
Jun 12,2018
35 people found
this helpful
Our experience with PurpleBricks's agent Samantha Webb (West Lothian Property Expert) has been rather negative. Samantha seem to be very attentive when we were about to sign up with PurpleBricks. At the start we were quite impressed. Once we did sign up we had to come up with most of the marketing ideas ourselves, Samantha took days (a week on some occasions) to get back to us and we have been told that our house is not worth what it was valued. We were even accused of over-inflating our house price, because we ordered Home Report before signed up with them. Samantha did not conduct the viewings herself and failed to pass important information on to the viewings assistant. Therefore, the viewings assistant had little knowledge about the house. Another "Local Expert" that called me to offer his "brutally honest opinion" said to me ' I am just telling you how it is, Lovely'. Lovely?! Is that how a professional speaks to their customers?. On another occasion, I was told that our house will be on the market 'for very long time'. Later 'The Local Expert' denied saying that.

As we all know, house selling/moving is stressful enough, but PurpleBricks made it extremely stressful, upsetting, negative and more expensive. Being left with no choice, we have since relisted the house with another agent. This meant that PurpleBricks have charged us the full fee. The Customer Service department does not seem to care about the service either. They have been ignoring our emails and call centre seems to be completely powerless. One thing is for certain, they will get paid either way if your house sells or not, so nobody bothers to try and the whole attitude from everyone in the company feels like they are here for a short run to rip off as many people as possible and disappear as quickly as they have appeared. Nobody tried to resolve this, so we will be taking legal action and writing reviews so less people fall for this and , hopefully, less people lose out.
Comment on agent fees
The fees are ridiculously high when you take into account the agent's lack of expertise, input and general ability to do her job.
Was this helpful? Yes
By: Paul Singleton
Jun 28, 2018
If you don't receive a response about a complaint within a reasonable timeframe (maybe 2 weeks) write to The Estate Agency Ombudsman (www.tpos.co.uk) and provided you prove that you've tried to resolve it with them directly they will investigate.

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