Sometimes we must agree to disagree…I always appreciate it when a client calls me for feedback, mostly it’s very good, I always aim to listen and learn from them, for the good and the bad. I have been an agent for 27 years and I am proud to have served the Coalville community in business as a franchisee since 2010. This has lead me to nearly 10,000 house sales. A few weeks ago, we received a 1star review from someone accusing us of stealing their for-sale sign and I thought that was ridiculous, but there it is still on google, it seems that anyone can write anything they like, and they do. As a business owner, in fact anyone in customer service, has the right to disagree and defend their actions. Particularly, if things said are unjust and untrue. This was an incredibly quick sale, especially in today’s climate and the fact that there was also a chain involved, the property only came to market in July and the vendor completed and moved at the start of November. You must consider that the agent has no direct influence on the conveyancing matters, or the mortgage, our role is to assist, and we do this by passing on information or requests, the main responsibility to get this done is the solicitors and the broker/lender. Despite this, agents constantly get the brunt of the frustrations due to the legal process we are faced with although have no control of. In this case, on one hand we had the chain, the other agents, the buyers, the solicitors, asking us to stop pestering them so much, often because it was so frequent that there was just nothing new to report, to such an extent that the buyers solicitor stopped taking our calls, then on the other hand, we have the vendor writing this complaint saying we didn’t do anything or provided no update etc. So, who is in the right? Being in the middle of it, we have thick skin and just get on with it, we take the demands, the frustrations, it’s part of the job. I said to the vendor, the very few words I said, on this occasion, we must agree to disagree. The two main reasons: Firstly, I checked the file notes, since the offer was accepted, in just 14 weeks, during the legal process, we had recorded 98 separate entries, time & dated notes from calls, emails, letters etc. way, way more than the norm, excessively so. Secondly, we do not charge for sales progression, it is not contractual, simply because we do it anyway. Anyone who owns or works for a small business, that has wages and costs to pay, knows that cash flow is vital for survival. We only get paid by the vendor on completion, the sale must go through, so despite how desperate a vendor is to move or to complete, you have to know, we need it to happen too, we need the income, we are with you, so we chase, we chase and we chase. Moving is stressful enough, there is no need to make it more so, 99% of the time, you just need to let the agents, the solicitors, and the mortgage broker do their job.

Hi Chirag, thank you for the chocolate gifts you gave the team when you came to collect the keys. I know how hard they worked to get this purchase through, we both know it was a challenge. Because of this I and the team were very disappointed to see this review. I believe your 1 star review is unwarranted, and is directed to the wrong people, I do empathise with any frustration you have, however, it relates to issues you have with the house it self, post completion, not our service. You have to appreciate, that we are instructed by the sellers who pay our fees and our contract is with them, this contract ends when the property completes. As the selling agent, we are not the builder, so cannot supply any after sales service, or snagging repairs etc. As already advise to you over the phone, the utilities provider should have been written in the sellers information form supplied to your solicitor from the sellers solicitor, this in turn would have been sent to you from them, we do not receive a copy. Billie did advise you of this back in October and also advise where else you could obtain this information. It's a wonderful home, so we all wish you all the best for the future.

We received a call from Alex, accusing us of stealing his for sale sign, he is on the market with another agent, the reasoning was that we have a for sale sign on a property across the road! We, of course, did not steal the board, he first said it was our board company, so we investigated with them, and they confirmed that it was not them, and they were not in that area on the day in question, our board company also erect boards for Alex's agent, after we confirmed back to Alex and even asked the board company to call him, he then said, it must have been one of our staff members as they looked like an agent. I did ask Alex to remove this 1 star review as it is false, fabricated, and misleading, I have requested google the same.