“A total let down in Customer Care....”

May 11,2019
Minithumbdown
By: 'Lynda Lowthion'
May 11,2019
2 people found
this helpful
Having read the full page advert Herald 11/05/2019, I cannot believe what I was reading. “Exceptional at what they do,” “Brilliant Customer Service”?Read on to these full facts of mine.. all true word for word..
Through no choice of my own.. had to deal with this firm on three occasions in the last three years plus.
Sad to say I have never had to deal with such incompetence, delivering lies and being two faced.
Buying or selling a house should not be this stressful, remember we as customers are in effect paying your wages.
My low impression on this firm are based on :-
Selling Aug 2015, on a help to get me moving scheme.. (new build)( not my choice of sellers) took details etc etc, had to call them and ask two weeks later when it was going live? No apologies no nothing!
Looked to purchase a property Oct 2018.. had a deputyship order on it.. why would an estate agent take instruction to sell a property in Mar 2018 if this was not in a legal position to be sold? first buyer had pulled out waiting months for this to happen..wasted money on surveys searches plus legal fees.
I was unbeknown at the time Oct 2018 fobbed off with lies it(deputyship order) was awarded according to information given by Lynn Morris, just waiting to get typed up!
I pulled out due to a Boundary Issue,was told on that same day Nov 13th 2018 it (deputyship order)was through!! Again by Lynn Morris, meaning house now ready to get signed up.
The said House was put back on market immediately, I phoned and said how can you relist something that has a permissive right of way and not tell anyone? (They removed the details of said property that afternoon)
Was off the market 3 months plus.. and what a surprise the order that I was told was through on the 13th Nov took another 3 months to come through.. how do I know this? Because I am local and the new buyer told me.
Was told on the 13 th Feb 2019 by a third party re a bungalow coming on the Market with this firm, my heart sank, re having to deal again with this firm. This bungalow was valued by the Office Manager!! Went to see sellers, put an offer in of asking price to sellers direct, had a phone call through PFK that afternoon telling me my offer of £5,000 less than verbally agreed had been accepted!! Had the embarrassment of having to phone the sellers re this! PFKs mistake, even got the letter in black n white the next day, with the same mistake!
Two weeks later 28th Feb a for sale sign goes up at the property... the one that had never even been measured up and officially gone live! An office juniors job to cancel a sign going up? to avoid the embarrassment to all concerned! I for one was concerned, telephoned the Vendors( they had given me there number) explained the sign had arrived without them knowing, and obviously not needed.
Next morning a horrible call from Lynn Morris telling ME to stop harassing and pressurising the sellers re a sign in there garden!!
I was disgusted to say the least.
Monday
4/03 was advised this was going to be a very quick sale!( Rebecca Fielding) No problem to
Me! I was in a no chain cash buyer situation.
The very next day the vendors were taking a deep breath! This deep breath was allowed to continue with no thought for me the buyer who offered asking price,plus was in no chain.
On return from holiday,25th Mar nearly 6 weeks in... spoke to Sales Progressor Rebecca Fielding, had not one thing to tell me re this sale, just said the transition is going ahead! Promised a follow up.
From 25th Mar, heard not one thing more from PFK.. clearly in this case a Sales Progressor role is not a difficult one!
The sellers who verbally said we are going into rented, then back tracked, were given no pressure what so ever from
agents, andn me the idiot had to pay rent for additional weeks until the time was right for them!

This firm is an absolute disgrace on the high street, and speak to others, some have had the same stressful story to tell dealing with this incompetent firm, backing itself on the years it has been established.
In my opinion of working with Joe Public they need a severe shake up.
You have to go in there office with details of your proof how you are funding your purchase, absolutely no privacy what so ever.
There are other choices of estate agents with a vetted interest in your business. The ones that if they do not get a sale they are not getting paid.. called Independent! And the service to match..
mine was sold by one in Oct 2018.. follow up phone calls weekly, phoned the Director got answers and advice,not even in office hours.. seamless and hassle free! Take your choice.
Ps I am moving May 13th.. the Solicitor told me!!!

Lynda Lowthion.
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Penrith Farmers & Kidds Plc

Devonshire Chambers, Devonshire Street Penrith
Cumbria
CA11 7SS

01768 62135

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