Michael Anthony said about The Personal Agent

Services : Online Auctions( )Date: 5th Jan 2023

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.

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