1 Star Review
Aug 14,2024
By:
'Jason White'
Aug 14,2024
Branch: Chelmsford, 10 Duke Street
Services: Sales (as a Vendor)
Would you recommend?: No
Postcode: CM2
Branch: Chelmsford, 10 Duke Street
Sales (as a Vendor)
Postcode: CM2
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I had the displeasure of selling my flat in Chelmsford through James at Beresfords. I have never experienced someone change so quickly as a client in any sphere. When trying to secure the business of selling our flat, James was friendly, quick to respond, he did a good job of photographing the flat and getting it up for sale. As soon as his payment was secured, he then became a completely different agent - impossible to reach on the phone, extremely slow responses to messages or emails and straight up lying about the process. We knew this as we had to resort to going through the seller's estate agents to get any updates on the process, where she would constantly tell us that our agents were holding up the sale of our flat and the purchase of our now house. Another thing, once we moved, we had some important mail accidentally go to our now old flat and the new tenant kindly handed it in to Beresfords to pass on to us, we never heard from them that this was the case, I only found out as I knocked on the flat to see if they had the mail and she told me what had happened. I would steer clear of this agents if I were you.
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Having read your recent review, I am naturally concerned with the comments made within. As a company, we pride ourselves on the quality of our customer service and it is disappointing to hear we let you down.
Following a detailed appraisal of your file and subsequent conversations with James, it would appear he could have been more focused when dealing with the progression of your sale. Service standards, from first point of contact through to exchange and completion, should remain consistent throughout the process.
In response to your comments regarding mail, whilst no excuse, I understand there was a miscommunication in the office, which resulted in a delay in getting the mail to you.
May I offer my sincere apologies for the poor service you have experienced. We invest a lot of time into the training and development of our people and are continually looking at ways in which we can improve the service we offer. Please be assured, I will be providing the necessary feedback.
Should you wish to discuss this further with me, please contact me on [email protected].
Alison Horsley, Customer Service Manager