Dear Andrew & Susie,

Thank you for taking the time to give feedback and I am sorry that your experience of our service was not more positive. We pride ourselves on providing the very best customer experience and on the recognition that we have received as a result, which has led to us being awarded the gold award in Horsham by allAgents.co.uk for the last 3 years.

The four viewings that we arranged in the five weeks that we were given to market your home were all of the highest quality. The viewers were qualified to ensure that they were in a position to proceed and able to afford the asking price of your property. We find that this approach is far more effective than simply looking to persuade as many people as possible to take a cursory look at your home. We endeavoured to arrange appointments at specific times that were convenient for you and your family. At the time, you were happy with our efforts and with the quality of the marketing materials used to advertise the house.

The viewings that we arranged resulted in an offer which you rejected. You subsequently changed your mind and wanted to accept the offer, but unfortunately the buyers had already committed to another property.

The incident you mention was an unfortunate miscommunication which was immediately explained to you and for which Jacob and myself both apologised. The viewer in question cancelled whilst Jacob was waiting for them at your property – in inconvenience for all parties – and the feedback provided subsequently simply related to a different viewer. This was a genuine error and I feel that the overwhelmingly positive feedback from approaching 200 other customers on this site is ample testament to the integrity of Jacob and the rest of my team.

Nonetheless, I again sincerely apologise if you felt that this affected our working relationship. We worked hard through our 14-day notice period and continued to introduce people to your property. We subsequently met in the office and agreed to part on good terms, with both parties wishing each other the very best for the future.

Although I am therefore disappointed to read your review, I am glad to hear that your move went ahead and we all wish you the very best in your new home.


Kind regards,
Guy Bateman
Director
Mansell McTaggart