Jul 10,2013
Gary Church
By: 'Andy'
Jul 10,2013
1 people found
this helpful
Started well but our months of dealing with them turned into a total nightmare. The first house we put an offer on was based on a price erroneously listed on their printed particulars as £10k less than the correct selling price (and as listed on website). The person who showed us round confirmed the printed price was correct, due to a recent price drop but this turned out not to be true - she just covered rather than saying "I don\'t know but I\'ll find out" - a reoccurring bad habit probably inherited from Gary Church - more of which later.

Pat Wall at least apologised and admitted in an email that "this is a mistake from start to finish" but we wonder if the vendors were ever informed. We didn\'t make any further offer on that property but several months later succeeded with an offer on another house. At this point Pat, who had always been polite and most, importantly, honest with us, was seemingly pushed aside by Gary Church and things went downhill.

Initially pleasant to deal with, we soon discovered that Gary was not very good at delivering on his promises, calling days later than he said he would, or more often not at all. Our vendors also insisted that he\'d never passed on vital information or had any of the conversations he\'d told us he had, to the point the sale almost fell through because the chain had not been made aware of a deadline we\'d attached to our offer from the very beginning - to complete by Christmas.

In the end we got there but the handover was a complete farce. Having been informed by our solicitor that we had completed, we were told by Gary that the house was ready for us and agreed to meet him there two hours later. However, on arrival the vendors had not even loaded the van yet and claim Gary had never checked with them that they were ready. As they were hours away from being so, we agreed I would take the main door key and they would drop the rest with Gary, who would call. The call never came. Finally went back to the house to find it empty but no keys had been left and we could not get full access. Called Gary, who said he would chase vendor. Two hours of silence later, we chased Gary and were told he had given me a full set of keys!

Luckily we didn\'t need to move in for a couple of days but after a day of further silence we left a message saying that unless the rest of the keys were delivered to the property by the following evening we would call a locksmith and charge it to them. This soon prompted a long return call from Gary which was truly, truly unpleasant in which Gary accused ourselves, the vendors and everyone but him as liars, told us to "never, ever call him again" and hung up. Nice!

The following morning our appalled solicitor spoke directly to our vendors\' solicitor and was informed that they did not have the keys. They had apparently delivered them days earlier, as agreed... to Gary! In the end they had to go and retrieve the keys and we were finally able to move in. We wrote to Mr Robinson but Gary denied everything to him and we never received an apology.

So if you really have to buy through Church Robinson get EVERYTHING in writing, follow every phone call up with a summarising email and when you collect the keys insist on a photo copy of the keys they are giving you or at least a signed inventory. Good luck!
What agent could do to change your mind?
Be honest. If you need to check facts before comitting to an answer as that\'s much better than defaulting to telling a lie
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By: gary church
Jul 12, 2013
I have now had the opportunity to discuss your complaint face to face with Gary Church and I should say that, in the first instance, we're both very sorry that you feel as you do and wish that things had turned out differently for us all.
Unfortunately Gary's recollection of the events described do not directly reflect those of your own and it would appear that there are a number of inconsistencies between the two parties.

In the circumstances you'll appreciate that there's little more I can say other than to thank you for bringing this to our attention and to wish you a happy and peaceful stay in your new home.

Kind regards

Charles Robinson

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