Dear Steve,

I would firstly like to point out that the delay in this response is due to the fact that we ( the company) generally do not watch these type of websites. It is my personal opinion that's sites of this nature can be deliberately misused and abused to deliberately damage a companies reputation without any form vetting or checking by the administrator prior to posting.
Any how I will respond to your points raised

Your wife called the office and said she would like to place an offer on a property that she viewed some considerable time prior. Between the time you viewed the property and the time you said you would like to make an offer, the property had an accepted offer from another party. You were made fully aware of this situation by myself. The accepted offer which was in place from another buyer was due to exchange but had missed it's exchange deadline set by the vendor. I explained this to you and advised that I would speak to the vendor to take his instruction. The vendor confirmed the fact that the set deadline to exchange had been missed by the buyer and that he would listen to any other offers in the pipeline.
Legally up until the point of exchange of contracts take place we have to forward any offers that are made on a property. As a landlord I would expect you to be aware of this. I am sure that if we were selling a property for you, that you would like to know if an offer has been made by another party. Especially when it seemed a pending sale was not proceeding as planned.
You, at that point, made an offer which was higher than the existing offer on the table.
Your offer, as the sale was via the online auction, are submitted with a buyers deposit to qualify the offer. Without the deposit, the offer is not considered. the vendor accepted this offer and we advised all parties of the situation. You were obviously extremely happy.
The original buyer was extremely annoyed, that you were allowed to place an offer but this is the selling system in this country. If the original buyers would of stuck to the set deadline, this situation would not have arisen. The original buyers solicitor contacted the sellers solicitors direct to negotiate another offer as legally an initial buyer has the right to match an increased offer from a competitors bid.
The vendor informed us of the situation and left me to present the news to you.
I informed you immediately of the situation and advised that the deposit would be refunded.

YOU seemed to FORGET the fact that you had a full refund the next day in your review?????

I knew you would be upset about loosing the property, but for you to launch into what I can only describe as a verbal assault of abusive and foul language over the phone.( a full phone recording is available to corroborate) a HYPERLINK of this conversation could be added to this response if required. I did not rise to this child like behaviour and politely finished the conversation.
In summary I completely contest your points, in fact I am not clear what your allegations are ?

If it is to work as an estate agent and clearly and concisely take offers and forward offers and work between buyers to achieve the best price possibly in a short time frame as possible. Then there are no allegations to respond to.

I'm sure YOU as a buyer, would love us not to forward any other higher offers meaning you are able to buy a property for a lower price.

YOU as a vendor would want to be made fully aware of any offers, especially higher offer so you can achieve the best price possible.

WE as professional estate agents that have a fantastic reputation, we have 3 local offices and have 3 new offices in the pipeline for Chorley, Preston and Leigh to open early next year. We work Nationwide and have franchised across the UK. We sell hundreds and hundreds of properties and we are the lowest cost estate agency locally,
ZOOPLA states us as having the shortest average sale time of any estate agents in the north west.

We have flexible selling options and can charge as little as £395 to sell properties.

So you see, we can't please everybody all the time.

Kindest regards

Adrian