Dear Roshinee,

I'm glad that we came across professional and straightforward on the first meeting, but very disappointed to hear if you feel that from that point on there were complications with the process. I am also happy that we managed to find tenants for you at the full asking price and on the first day of marketing, to minimise the costs to you of having a vacant property.

Prior to putting forward an offer to a landlord we ask all potential tenants to fill out a detailed form that highlights aspects such as a requested move date, price they would like to offer and any other conditions upon which the offer may be dependant. We then relay all of this information over to landlords on the telephone so they are in the best position to make an informed decision. It is my understanding that this was done when negotiating the offer on your property (as it would be very unusual for a landlord to accept an offer without first knowing this crucial information) and that in addition to this we also put all details of the offer in writing via email prior to your formal acceptance of the offer (I have seen the email in question to verify this, and it does include details of the move date). Furthermore, we also sent out a ‘confirmation of tenancy’ letter via email on the 2nd July which also noted this date.

Once the confusion over the move date came to light, we renegotiated the dates with your tenants on your behalf to the date you requested and passed along the tenant details promptly after this had been done. In our experience it is much more effective while in the negotiation stage to have one point of contact for the tenants to avoid any further confusion. This also saves the tenants bothering you with questions prior to the move-in, as it is part of our service to deal with the common questions that come up at this stage.

I can only apologise for the inventory company not arriving at the property on the date that we had booked them for, however I would stress that this is something out of our control. We have offered to discount the inventory cost by 50% as a gesture of goodwill and I am sorry that you do not see this gesture as appropriate.

Further to reading your review I have written to you personally to make the points detailed above and to acknowledge and apologise for the fact that you felt that our service was not up to the standard that you had expected. I have also asked for the opportunity to work on your behalf again in the future so you can see why the vast majority of our clients highly recommend our services, and at a heavily discounted rate as a further gesture of goodwill and with a view to building a long term professional relationship with you as a valued client.

Yours Faithfully
Craig