I am writing to you as a very disappointed countrywide customer and am making a formal complaint about the Dennistoun Glasgow Branch.
I decided to put my house on the market in June of this year and thought I would have the local countrywide branch come out to value the place and get some market and pricing information. I met with P**, who was very professional and I decided there and then to give countrywide the business. I had some conditions of my own, and P** duly noted them on our agreement before we signed off on the deal.
My conditions were as follows –
I requested that, as the house is completely empty and unoccupied, the Estate Agent arrives prior to the potential buyer and opens the curtains, blinds and windows.
That the agent uses the air freshener I purchased to freshen the place up prior to the buyer arriving.
That all lights are turned off when leaving the property.
That all windows are closed when leaving the property.
That all curtains and blinds are closed when leaving the property.
Unfortunately, on no less than 6 (six) occasions, I had to call the branch to complain that the curtains and/or blinds had been left open and lights had been left on. This was causing me a lot of unnecessary stress and also putting my property at risk to potential thieves or squatters and was also breaching my insurance agreement (which I made Countrywide aware of and they still ignored me). I contacted the police about this matter and met with them to make a report. I also reported it to my insurance company and they gave me some guidance on the matter.
This is not, however, where the complaint ends. A lady offered £112,000 for the property. Countrywide decided to reject the offer on my behalf and didn’t bother to notify me until I called to adjust the price to a fixed price, maybe two weeks after the offer was made. I said to call the lady back and let her know I would accept. It turns out the lady found something else and I lost the sale. Thanks Countrywide.
There was an open viewing last week. I hadn’t been to the property for around a week at this point. I went up at the weekend to cut the grass. I went up on Saturday and to my horror there was a large dog poo on the doorstep. It had been there for a while, and I asked a neighbour who confirmed it had been there for a week. That means that all of the viewers on Thursday night had to step over that to enter the property. Now I’m not saying your agents have to clean dog poo from my doorstep, but a call to me would have had it sorted BEFORE the people came to view. Another failing in service, and poor observation and decision making skills by the "agent".
As the final insult to me as a customer, I had one more failing to find from countrywide before I decided to make my complaint. After cutting the grass, I went upstairs to the bathroom to wash up. On my way up the stairs I started to notice a very strong smell of urine. When I got in to the bathroom, someone had used the toilet some time ago (before the Thursday viewing I think) and hadn’t flushed. What’s more is that the urine managed to make its way all over the seat, bowl and floor, and having sat for so long it had went brown, thick and tacky. The smell was putrid, and given the only other people with keys to the property are countrywide, I can only assume one of your agents did this. I had to clean it all with bleach, which was absolutely disgusting and not how I planned to spend my day.
This is, without doubt, the worst service I have received anywhere in my life. There is no respect, professionalism or interest in the customers wishes or for their property. I strongly recommend you DO NOT use Countrywide as your Estate Agent and instead read reviews and find a better Estate Agency in the area. I certainly wish I had as I now have to go through the complaints procedure to terminate the contract which has already been broken by Countrywide.
1730 days ago