We initially contracted with Newton Fallowell Coalville based on Simon’s knowledge of the area and his approach to helping us sell our home. The photos were completed in a timely fashion and the property sold quickly. I am afraid this is where the positive experience largely ends with the team at Newton Fallowell Coalville. We were initially left weeks without any update until I started to ask about progress. I was informed by the branch manager Charlotte at this point that they were not contracted to sales progress but would provide updates. One of the first updates informed me that they did not know where things were and included a sad face emoji. I considered this quite unprofessional and understandably a bit frustrating. They often did not have updates and I was informing them of where we were with the sale. We purchased via Newton Fallowell Ashby and as a buyer we had regular updates from Rebecca, however this branch is not under Simon’s ownership. Tracy then contacted me with potential completion dates when the chain was not ready for a further month. The lack of communication exacerbated an already stressful situation and as a result I spent much of my time chasing to understand where we were in the process. This was frustrating given the fee that was agreed with Newton Fallowell. We didn’t feel we had value from the service that we paid for. Just prior to completion we were supported by Ashley who did follow up on several things within the chain really proactively but sadly this was not our experience with the wider team there during the proceeding 3.5 months or so. It is based on his support that we have given 2 stars instead of one. I attempted to give Simon some feedback on our experience and it largely fell on deaf ears. When he wasn’t talking over me he implied that we were being difficult vendors and that the emails and notes registered on their system suggested they had done a good job for us so we would have to agree to disagree. I explained repeatedly that I had taken time to ask for them and that we did not feel that we had received a like for like service with proper estate agencies. He was unwilling to take onboard any of our feedback and did not offer so much as an apology for the poor service or lack of communication that we felt we had received. He continued to justify this using the fact that there were notes on the system. I at no point claimed that we have received no communication but that it had always been prompted and chased by myself and we would have expected more proactivity based on what they charged us, and the service we have received from other estate agents previously. Furthermore, I was consistently patronised by the Simon who explained that they were not solicitors, something which I was already aware of. The only thing they did with any speed unprompted by myself was to send their invoice for payment and so we assume that they value their fees a great deal more than customer experience. It is a shame that Simon felt unable to take on board any of our feedback. We believe we could have spent the fee with another agent with proper in house progression, or used a marketing agency such as purple bricks. This would have either reduced the cost or at the very least alleviated some of the stress caused by the lack of support offered by the Coalville branch. Had we have known that the fee covered marketing only at the outset we would not have trusted Newton Fallowell with the sale of our property and would not recommend them to others based on our recent experience.