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Oct 15,2012
By: 'Mel'
Oct 15,2012
0 people found
this helpful
Re PDQ Helston. I asked to receive details of the lease re the flat I was interested in. I asked specific questions such as arfe pets allowed, about the maintenance charges/cover & other things. I was priomised that Chris would contact owner straight away & would email me back with details. No email ever arrived. On the day of my appointment to view ( only possible apparently on Saturdays around lunchtime) I was ill & unable to drive 120 miles to view, I contacted agent & said I would like to view the following Saturday . I received an email reply making excuses why I had not received details of the lease as promised. He hoped I would be well enough to view the following week. I asked to be kept in the loop if anyone else showed interest or made an offer so that I could make an offer as well. I was not kept in the loop & I noticed on their online site that the property was under offer. I telephoned to check & the receptionist or whichever lady answered the phone was not very helpful, just said that they had sent someone else to view in my absence as I was unwell that day & that person had made an offer. I thought that was a very tactless thing to say. I was not allowed to keep the suggested appointment to view the following Saturday .I asked again if they could keep me informed & was assured they would but to date have heard nothing. I feel this agent was only interested in getting an offer no matter how they did it (in fact the first conversation I had with the agent he told me that he advised his clients not to bother about who the prospective buyer was or their circumstances even if they were foreign royalty but to just accept the offer) & showed no tact/ interest / nor kept any promises made to me as a very interested prospective cash buyer. I would not feel able to trust them again.
What agent could do to change your mind?
Be more truthful & tactful. Consider the prospective buyer was unwell but still wanted to make the effort to view a few days later. In fact consider the prospective buyer as well as the seller.
Attached Files
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By: Chris Wood
Oct 16, 2012
I am always sad to see an adverse comment on our service and take any such comment seriously; especially when they involve me personally, and the service my company provides.

Having checked our file on this, our notes show that we did explain the very high levels of interest in the property prior to your viewing appointment and again at the time you unfortunately had to cancel due to ill health. However, they also show that we failed to update you the following week to say that the property had agreed a sale on it, as we should have done, and I am sorry that we let you down in this respect. You should not have had to contact us for that information.

In our defence on your other points, I would say that I know from experience (personal and professional) it is often very upsetting to hear that a property you liked has been sold before you have had a chance to view it however, whilst it was no doubt upsetting and annoying to hear that you had not had an opportunity to see the property, I am also sure that you would not have wanted us to sugar-coat or have misled you in any way about the facts.

Generally, whilst it is always preferable to have any lease details at the earliest stage possible; often they are not and were not in this case. Obtaining them was made more difficult due to the owner being abroad at the time.

As agents, we have a legal obligation to our selling customers, to give them professional advice, market their property appropriately, negotiate the best offer and, to act on their wishes in so far as it complies with the Law. Our customer, in this instance, had made it very clear from the date she instructed us, that she wanted a quick sale. Despite being made fully aware by me that you had been unable to view and were still interested, she decided to accept the offer she had on the table at the time. I am sorry that your illness cost you a property you liked and I would again apologise that I did not contact back as I should have done. I wish you well with your property search.
Chris Wood

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