Thank you for taking your time to provide your feedback. I am sorry to hear though that you were dissatisfied with our services.
Upon your feedback I have discussed the issue at length with my colleague and I feel that his dealings/actions were appropriate given the difficult circumstances relating to the restrictive access we had to the property.
I agree that “open house” viewings can sometimes seem rushed but this is often the nature of this particular process given the high level of interest. My understanding is however, that at no point were you asked to leave and were given adequate time to view the house thoroughly and roam freely like every other party on the day. In fact, our records show that my colleague received a “thank you” email for showing the property. We also arranged 2 further viewings for you to give you extra time to see the property again.
In addition, we attended the property on short notice to help the surveyor to access the rear of the property; this was resolved within seconds of my colleague’s attendance.
I feel that the terms of the offer were made very clear from the outset when your offer was accepted by the vendor. It was agreed that the house would remain on the market (but not shown to any other party) and would only be marked “under offer” on all marketing material when your surveys had been completed.
Our records show that my colleague, on completion, met you at the property for a 4th time, as a courtesy, to hand over the keys at a time convenient for you - it was agreed that you would call my colleague confirming where and when to meet. We provided you with the set of our marketing keys provided to us by the vendor. At the property there were various labelled keys that had been left by the previous owner in the property. At this point, the house was legally yours and it is not our policy to access a property without permission to check keys once ownership has changed. Again, out of courtesy and goodwill, my colleague stayed a further 45 minutes trying to ascertain which key opens which door.
I apologise if you feel my colleague appeared panicked in your view but again, I feel that he was just trying to help whenever requested. If you would like to discuss the matter further, please feel free to call me.
My colleague and I wish you & your family all the best in your new home.
Regards
Wayne Edmonds
Sales Manager
