Barons Estate Agents

Dear Miss Ackland, We are sorry you are disappointed with the service you have received, however, I would like to respond with a few facts. Firstly, upon your request of the third viewing we tried to contact the vendor without success for a couple of days, this however was achieved on the Friday afternoon and your viewing was arranged at your request for 13:30pm on the Saturday. Upon confirmation of this viewing being fine with our vendor we notified yourself. As this conversation developed it became unclear whether you would be attending and as you did not return two voice mails that were left it resulted in my colleague waiting at the property for 30 minutes for you - this was very disappointing for our home owner who had made the effort to stay in on their Saturday to allow us in. As our vendor's acting agent it is our job to obtain relevant information, for example this may be the reason of a second viewing, a buyer's financial position or in your case a third viewing. I am sure you would expect the same from the online agent you have chosen to sell your property? The reason we questioned the third viewing was due to our vendor's frustration that you had offered originally whilst not being on the market then chose against our judgement to market your property well over the current market value. You had informed us that you may be able to afford the property without the sale of your house which was positive news for us and our vendor, however, as a proactive estate agent and following the correct due diligence procedures as outlined by the Ombudsmen we always require proof of a financial situation; We therefore requested this from yourself. Unfortunately you have been unable to do this so far. Once again, I am sure you would expect this level of service from your estate agent prior to taking your property off the market and committing financially to your onward purchase. I would just to like to clarify that we have never pushed you to use our services, you invited us to value your home, which we duly did and we provided you with a price and a reduced fee as you wanted to buy through us. Unfortunately this was not suitable for you, however, we respect your decision to use an online estate agent and please let us know if you sell. Please feel free to contact us to rearrange the appointment that was missed on Saturday and we will contact our vendor to find a convenient time.

Your comments are just unbelievable. I did let your office know I would not be attending by your sites messaging service on the Friday before. I would never be rude enough to keep someone waiting. I am concerned you have now painted a bad picture of me to the vendor. As regards my property it is now on 275,000 pounds. Yourselves recommended 270 pounds so it's not far out and it is known I will take offers. Does this vendor know my house is up close to the price I suggested? If the vendor was frustrated with me surely you should have spoken to me about it? Regarding buying without selling, I informed yourselves by phone that I was no longer going to do that in the middle of the week. I was repeatedly told by yourselves that the agents I am selling with would not sell my house, so lets just wait and see! If it's not sold in two weeks time I will drop the price further

Dear "Very fed up"*, Unfortunately we did not receive your emails. We would not have been waiting at the property on our busiest day of the week, nor would we have called you twice to ascertain your attendance on the day of the viewing, if we had known you were not attending. Rest assured we do not paint any picture to anyone, all we do is relay relevant information as you would expect from your agent. Obviously I am delighted you have reduced your price to a more realistic market valuation. However, I would like to point out it was initially marketed well in excess of 275,000 pounds and our valuation of 270,000 pounds. I honestly hope this recent drop in price will lead to an offer which will allow you to purchase our vendors lovely home. I am aware of your recent disappointment and frustration concerning the dealings with our company and whilst I realise we cannot please 100% of people, 100% of the time, we certainly aspire to do this. Hopefully our passion for property and people is visible via many other positive reviews that have been left on multiple websites. I would like to try and rectify this situation and draw a line in the sand to progress matters and invite you to come into the office for a cup of tea or have a conversation over the phone. Regards, Kevin Penfold