Dear Mr Ramos I am very sorry to hear about your viewing on Saturday. I've left a message for you on your voicemail and would be pleased to discuss this further with you. Unfortunately, as our negotiator attempted to explain to you our car which is in one of our private spaces was blocked in by another driver. We had to use a replacement car which meant our negotiator did turn up 20 minutes late. Our records show that calls were made by one of our team to the three applicants who were kept waiting. I am so sorry that you suffered a delay and that this has affected your view of our agency. If you would like to discuss this further I would be glad to speak to you. You can call me on my direct line: 0118 9601067. Kind regards TIM HARDING - HEAD OF OPERATIONS