Hobdays Estate Agents

Already fragile relationship with estate agents ruined when we were due to exchange on during the week that our representative was on holiday – she did not tell us that she was going that week and she did not brief any of her colleagues telling them anything about our case at all. Andrew (a director at Hobdays Potters Bar who was dealing in her absence) is defensive and unprofessional and wouldn't know an apology if he was bitten by one. First of all he asked my husband to confirm more about a policy of which he was not familiar – then when my husband told him he said that estate agents don't get involved in that aspect – why did he ask then? In my communication with Andrew during the week in question I told him I had a problem with: • Karen going on holiday without briefing colleagues and letting us know at such an important time • Inconsistency in requests and communication He got defensive about imaginary accusations of passing the buck and expecting him to dictate when I did not mention anything of the sort - "We are not passing the buck but as stated this is something the solicitors needed to resolve with their clients. We happily pass on information but can not dictate to a buyer or seller and or a solicitor what they have to do. The solicitors have their job to do and need to converse with each other. " The relationship was tarnished by the time that we did exchange and I received a letter from Hobdays in the post requesting my feedback – I did send an email outlining the issues that I had and suggesting that an apology before completion may lead to a more satisfied customer. Instead, I received this "I would like to draw your attention to the following points: • Employees are entitled to take holiday and providing the organisation has appropriate cover the customers need to be realistic (and particularly during July / August – school holidays etc). • The progress of the transaction is not within the agent's control and certainly not linked to one member of staff having time off." Point 1 – I responded saying that going on holiday is no problem, not telling people when you are going on holiday or briefing your colleagues is a whole different thing. Point 2- I confirmed that there had been no original apology and that I was clearly talking about agent/customer relationship not the physical completion process. He then decided to ignore me from that point onward – meaning that I had to stay away from the estate agents so as not to get annoyed and ruin my own moving day. This is a person that I was paying for an expected level of service – SO UNPROFESSIONAL! He responds to things he makes up in his head that I didn't mention and ignores the things I did. Anyway now that I have done with their services and still refusing to apologise for the massive extra stress caused during that week and defensive behaviour from a very unprofessional director that followed I have posted this to stop other people making the same mistake and hiring such an unprofessional company!