Taking umbrage seems to be the key phrase. I apologise if I interpreted your umbrage as rudeness.
If it is such a good offer why not just put the share of freehold and lease in place and offer on that basis?
Furthermore, 3 hours is not correct and your version of facts is at best skewed, but mentioning "I can't make you view the property" says it all.

Thank you for your comments Leslie.

Just so the full facts are known to anybody reading the review which is not in line with our fantastic service.

You called in to view the property in question. You booked the viewing. The property is clearly advertised as either Freehold or Leasehold.

The property is currently a Freehold flat but this can be challenging obtaining a mortgage as it is Freehold.

As such the owner has spoken to the one other resident within the two flats and they have decided to put a lease on the property should somebody wish (At their expense) so it will be easier for the buyer to obtain a mortgage.

Despite booking the viewing a week in advance you called up 3 hours before the viewing and asked to cancel. We asked you why you wished to cancel as i am sure you can appreciate the seller would have been disappointed.

You said it was because the property was not leasehold with a share of freehold. My colleague did explain to you this is indeed possible as we have already spoken to the owner and they have spoken to the other owner of the only other property in the 'Block'. You still wanted to cancel the viewing.

My colleague let me know the above. Perhaps thinking she had not explained the situation clearly. I called you to try and put any fears you had to bed. As what you wanted (A leasehold property with a share of freehold) was perfectly possible.

In fact it is the very best possible tenature to purchase as you could choose, length of lease, Freehold / Leasehold. If you were to add a sinking fund or not.

We have acted in the best interests of our seller clarifying the situation for them. I also believe we acted in your best interests in clarifying the situation fully on the property so you had all the information to make an informed choice.

It still today baffles me why you would not like to view the flat you obviously liked from our marketing. Especially given the objection you came up with was easy to overcome.

I take umbrage to you saying i was rude or aggressive. I even said on the telephone i could not make you view the property it was your choice.

I guess we cannot please all of the people all the time.

I wish you luck on your onward purchase.