Hi Kevin,

Sadly I do not believe this to be true and you are lying to us again.
On the second viewing I had with the seller, I asked her if she was contacted before you responded to me at 8:22am with our offer of it coming off the market and she said that it wasn’t until the later that morning that she had confirmation from you of our initial offer. Therefore you had not kept them up to date with our offer as you stated, you took it upon yourself to negotiate on behalf of your clients without their knowledge.

This makes me disbelieve that all communications were directed back to the sellers going forward.

The feedback is justified and we wanted to make sellers and buyers aware of what to expect when they deal with you.

We do not want to argue as that is not our intention, however you have proven us right with your stubbornness once again. My last comment gave you ample of opportunity to try to win us back around and provide the customer service we deserve, however now, that is not the case.

If you had done your job properly and informed us the new offer you would most likely have got a better deal for the seller whilst also lining your own pocket as we have a big budget and we wanted THAT house. We’d already discussed going to £340,000 if we were outbid. Because of your inept capabilities not only have you lost a potential customer but got a poor deal for the customer you had.

The feedback I provided was regarding your professionalism and lack of update which we believe caused us to lose not only the property but also two thousand pounds.

These facts remain. Therefore, as said previously, we would continue our search with PH, just not yourself due to these reasons. Therefore, can you please put us in contact with another agent.

Hi Sarah
I know that our sellers was kept fully advised and up to date throughout with your offers and position at all times,...Ultimately it was the sale of your property that caused you the problem of not securing this property and when you did finally sell it was bad timing that a first time buyer had came along and could move quicker to secure this property than yourself....the sellers wanted and instructed us to go with the first time buyers for the reasons I have started above....(survey booked and they had no chain)

Hi Kevin,

There are 2 sides to every story, however your side seems to miss the fact you negotiated a price without asking the seller what they wanted to do, going over there head in order to get a higher commission and to line your own pockets. We wish we would have been able to communicate directly with the seller as we feel the relationship there was very good and you didn’t support that by not relaying to them every word we had said to you.

The perfect response should have been..
“I am so sorry you feel this way Sarah. Understandably you are upset, however unfortunately you were not in a position to buy. I should have updated you when another offer came in and I apologise for that. I was not aware that you could have potentially been in a position to push your sale through.
We do have many other properties available, however I understand that you feel you’ve not had the best experience. I feel I have done everything I could, and should you wish to continue your search through us, I will make my best efforts to try and find you the perfect house. Once again, I’m sorry you feel this way”

I do not appreciate the capitals and aggressive response. In my opinion, this could have been handled far better. After all, I am the customer and would have liked to have been treated with a little empathy whether you felt my response was inaccurate or not.

I have no problem with them re-marketing there house if it’s what’s best for them, and rightly so you did inform me, you also emailed me to ask how we were getting on regarding sale of my home, at this point as you didn’t have a buyer I was still useful to you. however you then got an offer in, (exactly when I don’t know, because I wasn’t informed) and I was forgotten about as I was no longer useful, I’ve then instructed my agent to accept 2k less on my house unaware you had already accepted a deal on your house. A simple email would have not only shown a bit of courtesy your side but also saved me two thousand pounds and a lot of stress.

We are in a position now to move as I have sold my house, although because of your lack of courtesy, our budget is 2k less. We would like to view houses that are being advertised with Patterson Hawthorne, however if it means boosting your personal commission and dealing with yourself, we do not see a future with working with your branch.

Hi Sarah
Thanks for your review...However there is always two sides to each story...You was not in a position to proceed originally when your offer was put forward to us (you had not sold yours)...Our seller took the property off of the market briefly for you at this stage as a gesture of good will until you sold).... However the property they was interested in came back available and they instructed us to re-market there property (if you remember rightly) which I advised you of, as they did not want to loose this property and you was NOT in a position to move as you had NOT sold your property... Then some weeks later you emailed me to say you had sold, however as per our instructions from our seller from re-marketing we found another buyer who was in a stronger position than yourself (first time buyer) plus their mortgage survey had been booked in so at this point we mark the property down as sold subject to contract...There was nothing I could do regarding the sale of your own property as we did not have it on the market with our agency!... I have no control over when you sold it.
Your comments of me being stubborn regarding another property that you wanted to view are completely not true either, you requested to us that you did not want to view another property via Patterson Hawthorn as you was not happy so I removed you from our mailing list as per your email to me!!