Dear Matt I’m sorry that we sold the property so quickly before you were able to view it and therefore the situation that arose on Sunday 21st January. I have checked our records for the mobile number you gave to us when originally booking the appointment and we have electronically logged calls on 17th January 2018 at 17.08 (35 seconds) and 17.26 (23 seconds) where we left messages advising the viewing was cancelled and asking for somebody to call us back. As Office Manager, I also called you on Sunday 21st January at 15.05 even though I was not working that day and left a message (1 minute) with my personal mobile number saying you could call at any time to discuss your grievances. Unfortunately, we didn’t hear back from either you or Paul following any of these messages. I am more than happy to send these records over to you by email if you want to explore this with your mobile phone provider as you said you had not received any calls or messages from us. As we had previously spoken to you on this number we had no reason to believe that we would need to contact you in any other way. Whilst I take on board your comments, I would however like to address the derogatory remarks you have made related to our staff and being cheap. It is our sellers that pay any fee due on completion, not a buyer, and therefore as you have never been a client of ours, these comments have not been made on any sort of factual basis. I appreciate how frustrating this was that you turned up for a viewing when a sale had already been agreed before you could view and had taken time out of your day. We appreciate all feedback and pride ourselves on trying to give a good service to all, so we will learn from this experience and ensure that all cancellations are also followed up by email. If you would like to discuss anything further, I can be contacted on colette@polkadothomes.com We wish you well with your property search.