0% sales valuation accuracy
0% sales fee satisfaction
0% lettings valuation accuracy
0% lettings fee satisfaction
Jan 05,2023
Jan 05,2023
1
people found
this helpful
this helpful
Really terrible service from this Agent!
The house was miss sold online in the first place.
Then when trying to work through things including the above, an incompetent mistake was made by Hannah at this agent over booking in a damp survey, asking in error to just look at a toilet in isolation when it was the whole ground floor of a 4 bed detached house. No apology given.
Then constant arguing and un- cooperativeness from George with his refusal to rebook in the survey due to their error, wasting over a week and also refusing to get the damp survey revised to report on the whole ground floor as I had instructed them to do form having my comprehensive survey. He then also refused me access with a damp meter to short circuit the problem to then allow me to progress to exchange of contracts. Really poor.
Then contrasending communications and further un-cooperativeness from Chris, who continued to refuse access to the vacant house that was a probate sale which would have allowed me to exchange having been able to check the walls quickly with a damp meter, he then dragged on supposedly getting the revised damp report redone for now 9 working days which should have taken just 24 hours the week before had hey done their job property. He then intentionally delayed emailing the revised report to me with no prior warning and not until late afternoon on the day I was told I had to exchange by ultimately blocking my chances of exchange, thus costing me thousands in legal fees, searches & survey fee.
I am reporting this matter to the Property Ombudsman along with the misdescription of the property as agents should not be allowed to treat customers like this. They will take the matter very seriously.
Sadly for me I have experienced incompetence, misdescribing the 4 bed detached house I was buying & then refusal to resolve the messed up damp survey for almost 2 weeks. Blocking my purchase & refusing me to check it for myself. I witnessed repeated examples of really bad service from this agent.
They were simply not at all interested in helping the sale go through instead preventing me from purchasing house.
My young children had already chosen their bedrooms and were excited about moving in. Instead Chris made sure that I did not get this house and ruined my childrens & my Christmas, intentionally telling me on 23rd December when it was too late to do anything. I'd repeatedly informed them in advance that the last day my solicitor could exchange was the 22nd but no revised report was forthcoming.
I had nothing to sell myself so was chain free. Despite me being up to exchange and being able to physically exchange in 2 working days from receiving the revised report, they instead chose to remarket the house, without giving me a revised damp report or allowing me access and did not change the misleading advert which is legally required when there is a misdescription. Really nasty behaviour.
With so many Agents now in Banstead, please look elsewhere if you want good service as the service at the Personal Agent could not be any worse. Having used another High Street Agent to sell my detached house in Banstead, the service was far superior with them.
Friends & family who saw their communications as well as my solicitor are all horrified at what has happened.
I hope no one else is forced to endure what I was put through by them.
The house was miss sold online in the first place.
Then when trying to work through things including the above, an incompetent mistake was made by Hannah at this agent over booking in a damp survey, asking in error to just look at a toilet in isolation when it was the whole ground floor of a 4 bed detached house. No apology given.
Then constant arguing and un- cooperativeness from George with his refusal to rebook in the survey due to their error, wasting over a week and also refusing to get the damp survey revised to report on the whole ground floor as I had instructed them to do form having my comprehensive survey. He then also refused me access with a damp meter to short circuit the problem to then allow me to progress to exchange of contracts. Really poor.
Then contrasending communications and further un-cooperativeness from Chris, who continued to refuse access to the vacant house that was a probate sale which would have allowed me to exchange having been able to check the walls quickly with a damp meter, he then dragged on supposedly getting the revised damp report redone for now 9 working days which should have taken just 24 hours the week before had hey done their job property. He then intentionally delayed emailing the revised report to me with no prior warning and not until late afternoon on the day I was told I had to exchange by ultimately blocking my chances of exchange, thus costing me thousands in legal fees, searches & survey fee.
I am reporting this matter to the Property Ombudsman along with the misdescription of the property as agents should not be allowed to treat customers like this. They will take the matter very seriously.
Sadly for me I have experienced incompetence, misdescribing the 4 bed detached house I was buying & then refusal to resolve the messed up damp survey for almost 2 weeks. Blocking my purchase & refusing me to check it for myself. I witnessed repeated examples of really bad service from this agent.
They were simply not at all interested in helping the sale go through instead preventing me from purchasing house.
My young children had already chosen their bedrooms and were excited about moving in. Instead Chris made sure that I did not get this house and ruined my childrens & my Christmas, intentionally telling me on 23rd December when it was too late to do anything. I'd repeatedly informed them in advance that the last day my solicitor could exchange was the 22nd but no revised report was forthcoming.
I had nothing to sell myself so was chain free. Despite me being up to exchange and being able to physically exchange in 2 working days from receiving the revised report, they instead chose to remarket the house, without giving me a revised damp report or allowing me access and did not change the misleading advert which is legally required when there is a misdescription. Really nasty behaviour.
With so many Agents now in Banstead, please look elsewhere if you want good service as the service at the Personal Agent could not be any worse. Having used another High Street Agent to sell my detached house in Banstead, the service was far superior with them.
Friends & family who saw their communications as well as my solicitor are all horrified at what has happened.
I hope no one else is forced to endure what I was put through by them.
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Latest Reviews
5th Jan 2023
reviewed by 'Michael Anthony'
Opening Hours
Address
The Personal Agent
141 High Street
Banstead
Surrey
SM7 2NS
01737 333 699
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | % | 0% | £0 | £0 |
| Lettings | 0% | 0% | £0 | £0 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 1 |
Areas covered
- SM7
- RH1
- SM2
- KT19
- SM5
- KT18
- KT20
- RH3
- CR5
- RH2
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Jan 05,2023
Jan 05,2023
1
people found
this helpful
this helpful
Really terrible service from this Agent!
The house was miss sold online in the first place.
Then when trying to work through things including the above, an incompetent mistake was made by Hannah at this agent over booking in a damp survey, asking in error ...
read full review
read full review
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Jan 09, 2023
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(1)
Dear Michael Usher
We are sorry that you were unsuccessful in your attempted house purchase through us.
Being the owner of your own Estate Agency (Ushers in Carshalton), you are fully aware of the process to successfully buy a property, and the potential pitfalls.
Your account of events is vastly different to ours and our vendors.
Asking our vendors to arrange a damp survey as you would not and then not agreeing with the findings is rather bizarre. And to then still refuse to book your own ...
Vendor Fees
1.25%Landlord Fees
12%Tenant Fees
No fees set. Last updated at 20/10/2022, 10:54 AM by Hannah McAlpineComplaints Procedure
The Personal Agent Ltd is committed to the highest standards of service and compliance. We are bound by the Property Ombudsman’s Code of Practice.
We understand that sometimes things can go wrong and if they do we are committed to resolving your problem with the minimum of inconvenience.
Our complaints procedure is structured to ensure that any concerns are dealt with as quickly and efficiently as possible. Should you require assistance with this process, please email us at [email protected] and we can then help you and point you in the right direction.
Our standard procedure for handling your complaint is as follows:
1: Making a complaint
In the first instance your complaint should be directed in writing to the local Branch Manager. Your complaint will be acknowledged within 3 working days. The branch will then conduct a full and thorough investigation and a full written response will be sent within 15 working days.
2: If you remain dissatisfied
If you feel the matter remains unresolved you should write to Rupert Briggs who is the company owner at [email protected] as to why you are unhappy with the response. He will then conduct a comprehensive review of your complaint and will give a final viewpoint in writing within 10 working days.
3: Independent redress
In the unlikely event that you are still dissatisfied you may then refer the matter to the Property Ombudsman at the following address:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
4: What next?
You will receive written confirmation from the Property Ombudsman that your complaint form has been received. They will then write to the branch in question, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.
The matter will be referred to a case officer who will review the complaint together with the response from the branch and make a recommendation to the Ombudsman who will make a final decision which is binding upon the branch in question.
Deposit Protection Service
The Property Ombudsman
TRANDINGSTANDARS.UK
Arla
Last updated at 9:54 AM 20/10/2022 by Hannah McAlpine
We understand that sometimes things can go wrong and if they do we are committed to resolving your problem with the minimum of inconvenience.
Our complaints procedure is structured to ensure that any concerns are dealt with as quickly and efficiently as possible. Should you require assistance with this process, please email us at [email protected] and we can then help you and point you in the right direction.
Our standard procedure for handling your complaint is as follows:
1: Making a complaint
In the first instance your complaint should be directed in writing to the local Branch Manager. Your complaint will be acknowledged within 3 working days. The branch will then conduct a full and thorough investigation and a full written response will be sent within 15 working days.
2: If you remain dissatisfied
If you feel the matter remains unresolved you should write to Rupert Briggs who is the company owner at [email protected] as to why you are unhappy with the response. He will then conduct a comprehensive review of your complaint and will give a final viewpoint in writing within 10 working days.
3: Independent redress
In the unlikely event that you are still dissatisfied you may then refer the matter to the Property Ombudsman at the following address:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
4: What next?
You will receive written confirmation from the Property Ombudsman that your complaint form has been received. They will then write to the branch in question, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.
The matter will be referred to a case officer who will review the complaint together with the response from the branch and make a recommendation to the Ombudsman who will make a final decision which is binding upon the branch in question.
Deposit Protection Service
The Property Ombudsman
TRANDINGSTANDARS.UK
Arla
We are sorry that you were unsuccessful in your attempted house purchase through us.
Being the owner of your own Estate Agency (Ushers in Carshalton), you are fully aware of the process to successfully buy a property, and the potential pitfalls.
Your account of events is vastly different to ours and our vendors.
Asking our vendors to arrange a damp survey as you would not and then not agreeing with the findings is rather bizarre. And to then still refuse to book your own damp survey?
You then negotiated fifty thousand pounds off the sales price, but still did not exchange on the deadline set? so our vendors instructed us to remarket the property which was sale agreed straight away to another party.
After trying to contact you on several occasions we have now received your official complaint which I can assure you we take very seriously and are looking into.