Mark, I don’t know your position within the company as you have neglected to say. If you’re in any supervisory or management role, I sincerely urge you to put as much effort as you do in defending the indefensible, into ensuring that your customers are treated a lot better than my father (Simon) was.

I understand that Imogen is a recent addition to your staff, perhaps it’s a training need.

Throughout this whole dialogue you have ignored a very salient fact that a member of the management company told my dad that “No pets were allowed” over the telephone, on the same day as the viewing. Did he make a mistake as per the tenants?

Your refusal to face up to the facts and attempts at causing confusion, combined with the conflation of issues is the reason I said I would address your less than satisfactory performance on here. My father has other far more pressing issues. I accept your apology for those actions.

I understand that Imogen is a recent addition to your staff, perhaps it’s a training need.

You state my mind is made up, possibly it is after considering the facts I have highlighted throughout our conversation.

I’m pleased you have positive reviews elsewhere, I can only presume those reviewers did not ask difficult questions such as “are pets allowed?”

I often wondered why estate agents generally receive a bad press, but I’m now begging to understand.

Son of Simon, I have left a message for your father with both my office and mobile number and emailed as well. We will deal with Simon directly from here on in, should he choose to do so.
Thank you for raising your concerns, your time is appreciated.

Son of Simon, please forgive our confusion, the initial review stated by Simon, at another point it has become Son of Simon. We assumed that as in the initial review you stated your father attended the viewing that he wasn't Simon as that was who was writing the review.
As you have clarified we have his contact details, we will try and talk to him again.
We have tried and will continue to be honest and factual, we have a copy of the apology email which I will forward to your father again.
Again, we apologise for the confusion the tenant caused by giving information regarding pets, as previously stated, the tenancy rules are different than for an owner.
We appreciate that nothing we say will change your opinion, however, we can assure you we asked the owner prior to arranging the viewing and that is who's answer was given to your father, I appreciate we didn't live up to the service you and your father expected, we have learnt from this and will continue to make improvements so that others can achieve the five star experience shown on other review platforms and search engines.

“Simon, it appears that you registered and arranged the viewing on your fathers behalf, it appears to be you who emailed the office after the viewing, to which we sent the first apology.
We apologise that the information given by the tenant appears to be incorrect, the information we were given we believe is correct, pets are by discretion, which may be refused. Without application, we cannot commit 100% to whether or not a pet would be allowed.
We have previously emailed you and called you, we would gladly ring your father, if you would care to supply his number”

RESPONSE BY SON OF SIMON.

Mark. You are deliberately trying to confuse this situation, which is typical of the attitude of your
company.

My father Simon registered, phoned and emailed your company so please desist with the irrelevant and inaccurate accusations and deal with the facts. I used his contact details to write this review, otherwise you would (no doubt) have claimed that this was a false review.

Please try to comprehend that his housing situation is very precarious and he is spending all his time trying to purchase a property, consequently does not have the time to enter into a lengthy debate with providers of incorrect information. The tenants provided more correct information than any member of your staff.

If you put as much effort into doing your jobs to an acceptable standard as you do in accusing people of things they didn’t do, your reviews would not be so bad! It was also inferred in an email, that he kept phoning your office when he did not.

As stated, and conveniently ignored by yourself. “A member of the management company told him over the telephone that pets were NOT allowed.”

Another fact is that the first apology for the totally wrong information received was in response to the review on this forum. He has never received an apology from your company. Just an email saying this appalling situation was caused by miscommunication between management and vendor.

Please produce the email you claim was sent containing an apology for your error.

He sent Imogen an email requesting the contact details of her manager, he did not receive a response, so telephoned and spoke to your office manager.

Check your records if you are able as you have both HIS email address and HIS phone number(not mine)

I’m not going to put his contact details on a public forum.

Simon, it appears that you registered and arranged the viewing on your fathers behalf, it appears to be you who emailed the office after the viewing, to which we sent the first apology.
We apologise that the information given by the tenant appears to be incorrect, the information we were given we believe is correct, pets are by discretion, which may be refused. Without application, we cannot commit 100% to whether or not a pet would be allowed.
We have previously emailed you and called you, we would gladly ring your father, if you would care to supply his number.

Thank you for your comment, we will try and reach your Father again.
A final comment, according to the owner, the tenant was not allowed a pet as part of their tenancy, an owner occupier is not restricted in the same way.

This shoddy company is still providing the wrong information. Tenants living in the property categorically stated they were told ‘no pets allowed’

After this fiasco caused by the Estate Agent, cheerful’ Imogen did what she should’ve done in the first instance and provided the contact details of a member of the management company who informed my dad that pets were not allowed. Therefore I find it impossible to believe that there are pets in the block.

I note that you think you deserve credit for arranging a viewing time that suited my dad, a basic condition of any viewing.

As you have my dad’s contact details, perhaps you could display the same level of proactivity displayed in defending cheerful Imogen and contact him. If you have anything constructive to he’d be willing to listen.

He is very busy, because after wasting nearly a day viewing this totally unsuitable property, his time is precious as his accommodation situation is very precarious.

Simon, we were disappointed to read your review and apologise for the erroneous information we were given regarding pets, it is not in anyone’s interest for us to arrange a viewing where the property won’t be suitable.
When requested, prior to arranging the appointment, we endeavour to ask owners of properties about pets. On this occasion we were informed that small pets were allowed with permission from the management company, which could be withdrawn if the pets were a nuisance to other occupiers. We further understand that there are several pets in the block.
I work closely with Imogen, who is unfailingly cheerful and helpful. She arranged a time to suit your father to view the property with one of our members of staff, I am sorry if you feel this was not satisfactory.
One of our Directors tried to reach you and your father after the viewing to discuss the situation but unfortunately it wasn't a convenient time for yourself to talk.
If you would like to discuss this further, please feel free to contact the office where I would be happy to oblige.