Awful experience - once sale verbally agreed I felt like I no longer existed. Sale has been going on for eight weeks and I have had to do all the chasing. Below I e-mail I wrote to their compliance dept earlier today:
I am writing to express my total dissatisfaction regarding the service received to date in relation to the sale of my property.
The verbal offer was received and accepted on 14 June 2012, at which time I was given an approximate timescale of 6 to 8 weeks and promised that ¢â‚¬Å“William H Brown would hold my hand throughout the procedure¢â‚¬Â.
Since this date, the only e-mails (complete with spelling and grammatical mistakes) and phone calls I have received have been to request access to the property or to ask for confirmation of information already provided in documentation.
I confirmed in writing my holiday dates and alternative contact numbers in advance of my departure and called into the office personally the day before to check the information regarding my holiday dates had been noted ¢â‚¬â€œ it had not. Not only had it not been noted but I sat for 10 minutes without one member of staff at least acknowledging my presence.
Since my return from vacation I have been given three different exchange dates ¢â‚¬â€œ none of which have materialised. These dates came and went without even a phone call ¢â‚¬â€œ once again I had to chase after the information.
I phoned for a status update this morning only for Mr Mike Rayner to blame everything on my Solicitor. After repeating my request regarding the mortgage offer (which William H Brown are organising) THREE times ¢â‚¬â€œ he finally admitted that this had only been processed today and that there is a 5 day turnaround period. I have been informed by my solicitor that exchange is now not likely to take place for another two weeks.
As I am looking to move into rented accommodation, this is putting me in a very difficult situation and I have already missed out on three potential rentals.
It would now appear that I am more than likely to incur additional costs (placing furniture into storage and double moving costs) and I find this extremely upsetting given the commission I currently have to pay to William H Brown which I find disproportionate in relation to the service provided.
What agent could do to change your mind?
Regular updates. People who are articulate and can write an e-mail without mistakes. Give a realistic valuation at the outset.