Sep 30,2012
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By:
Sep 30,2012
26 people found
this helpful
This agent kept artifically increasing offers on a house that had no other offers because they knew I liked it, wouldnt even acept the published price!.

In the end I viewed another property with them, and they suddenly accepted the offer on the first just before the viewing. The estate agent failed to attend the viewing leaving the vendor to show us around.

I viewed the second home and liked it more. The vendor negotiated a price there and then. When telephoning Ward the next day and speaking to , they then gave us a stern and blunt rude lecture on how they should control the process of negotiations and then phoned the vendor to give them a stroppy response (as the vendors then told us later). After this, they wanted to try and force me to use their solicitors and mortage broker. I knew the mortage broker had no chance of offering a mortgage as good as my own arrangement. They then wanted to leave the property listed on the internet and in their office DESPITE the vendor even telling them to remove. It was only when I threatened no sale, that it got tagged in rightmove as SOLD STC. There was never any question the vendor would not credit them with the sale and subsequent commission.

Got spoken to very arrogantly and unprofessionally, and complained to branch manager Shane (who was polite).

Had nothing to do with them after that. They left the property on their web site up to 2 weeks after completion despite emailing them and having to go into branch to sort it out.

Not impressed, as they wanted to be the fat controllers in everything. In the end collected keys from the vendor on completion day. To be fair, Ben Turner in the Dover office was polite as was Peter. Peter was probably the best helpful person, although newer staff like Chelsea were very polite and helpful.

This review is my personal experience and is in no way suggesting that everyone\'s experience would be like this. A number of factors like work load, personal circumstances, mood can affect an agents response to customers. I would stress that this shouldn\'t affect and be visible to customers though and can assure all people reading that my own conduct was professional at all times when dealing with the agent and did not aggravate the situation.
What agent could do to change your mind?
This agent kept artifically increasing offers on a house that had no other offers because they knew I liked it, wouldnt even acept the published price!. In the end I viewed another property with them, and they suddenly accepted the offer on the first just before the viewing. The estate agent failed to attend the viewing leaving the vendor to show us around. I viewed the second home and liked it more. The vendor negotiated a price there and then. When telephoning Ward the next day and speaking to , they then gave us a stern and blunt rude lecture on how they should control the process of negotiations and then phoned the vendor to give them a stroppy response (as the vendors then told us later). After this, they wanted to try and force me to use their solicitors and mortage broker. I knew the mortage broker had no chance of offering a mortgage as good as my own arrangement. They then wanted to leave the property listed on the internet and in their office DESPITE the vendor even telling them to remove. It was only when I threatened no sale, that it got tagged in rightmove as SOLD STC. There was never any question the vendor would not credit them with the sale and subsequent commission. Got spoken to very arrogantly and unprofessionally, and complained to branch manager Shane (who was polite). Had nothing to do with them after that. They left the property on their web site up to 2 weeks after completion despite emailing them and having to go into branch to sort it out. Not impressed, as they wanted to be the fat controllers in everything. In the end collected keys from the vendor on completion day. To be fair, Ben Turner in the Dover office was polite as was Peter. Peter was probably the best helpful person, although newer staff like Chelsea were very polite and helpful. This review is my personal experience and is in no way suggesting that everyone\'s experience would be like this. A number of factors like work load, personal circumstances, mood can affect an agents response to customers. I would stress that this shouldn\'t affect and be visible to customers though and can assure all people reading that my own conduct was professional at all times when dealing with the agent and did not aggravate the situation.
Attached Files
Was this helpful? Yes
By: Ward & Partners
Oct 05, 2012
Firstly thank you for your comments. After investigating this matter I can confirm the following.

With regard to your first point where you feel the branch was artificially increasing offers, having looked at the file I can confirm that at this time there were 2 other clients offering on the property. At no stage have we documented a “full asking price” offer on this property. With a price range of £325,000 - £375,000 both offers officially made were well short of the sellers expectations.

With regards to the second property you viewed through us, on this particular occasion there was never an appointment made for ourselves to attend the viewing as the seller was happy to show potential buyers around themselves. As our sellers had been let down by a buyer on a previous sale they were obviously anxious that any new buyers were in a position where they were legally and financially prepared. We always endeavour to ensure this is the case and I am sorry if you felt that this was unnecessary but we believe it to be very good practice in these uncertain times.

I’m very sorry that you felt you was spoken to in unprofessional manner by a member of staff however, you are very complimentary about the way you were dealt with by 4 of the 5 person team at Dover. I have reminded all the staff at the branch the need to remain polite and professional at all times. I really appreciate you bringing these issues to my attention. It would be wrong to say we get things right all the time but acting on feedback such as this helps us maintain the very highest levels of customer service possible. I can only apologise for the areas of our service which didn’t meant your expectations on this occasion.

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Ward & Partners

8/9 Cannon Street Dover
Kent
CT16 1BY

01304 214876

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