PJ Morgan

Miss Young, once again I offer my sincere apologies for any inconvenience caused to you for not being able to attend the viewing on time. I would like to point out that we had 7 viewings booked in for the property between 5pm and 6.30pm, your viewing was booked for 5.10pm. We were given two sets of keys by our client (the owner of this property) for two of his properties at 4pm that day, we then marked up the keys and put the other set in our key safe. Upon arrival to the property at 5pm it was established that the keys that I had was in fact for the landlords other property and that he had accidently mixed up the keys before handing them over to us. We advised the other applicant who was at the property that the viewing will need to be postponed until 5.45pm to enable me to go back and get the correct keys, she completely understood and went to a local coffee shop until I could return, at the same time I then compiled a text that was sent to all the other applicants that were booked between 5.10pm and 5.30pm to also let them know that I would be running late. The text was sent as I was leaving the property, I thought it best to send a text rather than individually call each applicant which would have meant more time for them to wait at the property whilst I called everyone. You then rang me to ask why I had not advised you earlier, I then pointed out that I had only just found out that we had the wrong keys as well as apologise at least three times. I state again that I had only found out moments before you were sent the text and that I had advised you at the earliest available opportunity. I’m really not sure what else I could have done other then call you from the side of the road and delay getting back to the property even further. When I asked if you were able to wait for me to come back you said that you’re not really sure if you would want to “deal with us anyway” and that you were “unhappy with the service provided”, to which I replied that you are more than welcome to use another agency if you wish and if you are unable to wait until 5.45. Another text was sent to you at 6.05 to apologise once more for not being able to make the viewing on time. In response to your concerns, I can assure you that my apologies were sincere, I was not annoyed with you for being concerned although perhaps frustrated that after explaining the situation and apologising three times that you could not understand that I couldn’t do anything other than go and collect the correct set of keys. I had taken responsibility and indeed offered you reassurance immediately by saying that I can arrive at 5.45. Whilst I completely understand your grievance for having to wait outside the property and taking in to account that it is not a predicament that we could have foreseen, I do not believe that I could have done anything differently. Notwithstanding this, I sincerely apologise if you feel unhappy that you were unable to view the property. Moving home is a stressful time and I fully appreciate that having to wait outside a property on an extremely cold night can be unpleasant, I am genuinely sorry that we did not meet your expectations in that regard.