Hi, Firstly we would love to understand which property this relates to, as we do not recognise the company name as a purchaser However, we always value feedback and thank you for taking the time to share your feedback. We're genuinely sorry to hear about your experience and understand how upsetting and stressful this must have been for you and your family. This certainly isn’t the level of service we strive to provide, especially during such an important and emotional time. We take your comments seriously and would welcome the opportunity to look into the details of what happened so we can address it properly and ensure it doesn’t happen again. Please feel free to contact us directly at your convenience—we’d really value the chance to speak with you and also offer the chance to help yo find an alternative property too. – The Brock Taylor Team