Our first contact was with Carrie Mooney, a delightful, confidence inspiring young lady. Following her visit we decided to use Townends. Unfortunately Ms Mooney moved to another branch soon after that and following her move the various people from the Englefield Green branch were hugely disapointing. Early on, one young man strongly told me only 4 bullet points about the property could be used on material about the property until his associate corrected him. The house sold quickly (prior to being advertised) to a couple, who were delivered to our door and we dealt with. After Ms Mooney left, there was no single person to deal with at Englefield Green and a few times \'phone calls were taken by someone who stated that they were "in lettings" and couldn\'t help but "someone would call me back". Several times there was no return call. Getting any information about the progression of the sale was a struggle or non-existent. I requested the buyers \'phone number and was told that due to data protection this could not be given, I suggested that the buyer be contacted and asked if I could have his number or to give him my numbers. Nothing happened regarding this until, almost 2 weeks later, the buyer turned up on my doorstep as he\'d had exactly the same experience regarding my \'phone number and wanted to speak to me. Dealing with Townends was not a pleasant experience and we feel that we did more work than them. We paid their fee of 1% + vat, totalling over £4044, as we had contracted to do. Worst value for money ever experienced. An apology and refund would be in order.
What agent could do to change your mind?
Apologise and refund monies paid.
If you have problems staffing a branch, ensure that your clients are catered for in the manner expected.