Dear Mrs Earner, I am truly sorry that you are unhappy with your experience but I thank you for taking the time to leave feedback as your comments will help us identify ways in which we can improve. Customer care is something that we take pride in getting right so I am genuinely disappointed to hear that you think our service was lacking. If you would like to go through the issue in more details please email me at nicholas.delicata@bopproperty.com. Kind regards, Nicholas