Thank you for the review Rebecca, we hope you are enjoying your new property.

Hi Marc-Andre. We are a little confused regarding your one star review, and would like to outline what occurred on Wednesday and a few of the facts. You were booked in to view a property in Limes Park, Basingstoke on Wednesday evening at 16.45 as part of a busy open day. Our open days work by viewers being allocated a 15 minute slot, to allow as many people to view as possible. This is not us trying to make it difficult, but what we need to do to keep as many customers as possible happy and to give people a fair chance to view, in what is an extremely busy housing market. On Wednesday, you emailed Barons at 16.31 saying that you would be a ‘few min late’. Our response at 16.34 was as follows - ‘That's not a problem at all, however the appointments are all 15 minutes. Another viewer will be attending at 5pm, so as long as they don't overlap!’. Now unfortunately, you arrived at the property at 17.05-17.10, and therefore the viewers who were booked in for 17.00 had shown up for their appointment. I understand that you proceeded to argue with my colleague on the doorstep, despite your late arrival clearly not being his mistake. My colleague offered you and your partner a time slot at 17.45 (which was after the open day was supposed to finish and beyond my colleagues usual working hours), which you declined. We also shortly followed up with an email, offering you this slot (which was only just over 30 minutes away at this point), and you did not wish to accept. As a company, we pride ourselves on a high level of service, which I hope you can see from our other reviews, but cannot always work around people being 20 minutes late. We did our best to rectify the situation on the day, however you rejected the new time slot and never came back to our email. The property that you were booked in to view has now sold, so I cannot book in another appointment I’m afraid. However, I would like to take this opportunity to inform you that Barons still have the best intentions of helping you find a property and would like to be involved in this exciting process. Please feel free to call, email or pop into our office at any time (during our working hours) so that we can sit down and talk about your requirements/viewing needs in more detail.

Dear Mr Duarte, Further to your recent review on google. I can assure that we take our customer service very seriously, as this is what separates us from our competitor's and has done for 28 years, and the reason for us cancelling your forthcoming appointments. Your appointment in question was confirmed by phone and email, my colleague who was on time, waited outside the property for 15 minutes before calling the office to find out your whereabouts. We then called yourself to be told you weren't attending, but your wife was coming and you would check where she was. On ringing back you then informed us she was also not attending. Therefore I would suggest our customer service is not in question, but common courtesy from yourselves by way of a phone call, text or an email prior to the viewing to say you would not be attending would have avoided this situation. Our vendors make every effort to ensure their homes are presentable and ready for viewing, so not only does it put us out but more importantly other people. As far as the 2 houses you wished to view this weekend we currently have 29 people viewing these, so in today's busy marketplace I would suggest you fix appointments when you are both not working and in position to view, as I'm sure you would both need to see the property you wish to buy before making such a big decision. Regards Kevin Penfold, Barons Estate Agents.