MoveplacesAvis 

Réponse de Moveplaces

27 févr. 2023

Dear James

We have received a review from your name and I am shocked at the content.

We emailed you back on 21 February 2023 17:20 following your email to us on 19 February 2023 16:25.

Who did you speak to as we have no record of you calling us? We pride ourselves on outstanding customer service and we don’t want you to be unhappy but I believe your review is inaccurate and defamatory.

Can you provide a number please as I'd like to call you to discuss.

Customer Service Team
Move Places

Réponse de Moveplaces

1 févr. 2023

Dear Adam,

I have searched our system for ‘Adam Coaches' and we do not have any customers with your name. Can you please supply additional information such as property address or email/mobile and we will investigate this? Can you please email directly if you would prefer to info@moveplace.co.uk

Are you based in Israel? If so, we are based in England and only sell properties in England and Wales.

Hope to speak to you soon.

Customer Service team
Move Places

Réponse de Moveplaces

Actualisé le 23 févr. 2023

Dear Sarah,

Thank you for providing feedback. However, we disagree with your comments.

From the very beginning of the sale/purchase process we state that a reservation fee is applicable. This is agreed with the owner of the property prior to putting the property live as well as making any buyer aware when they put an offer forward. We also include this in the description and details for every property. Furthermore, we were also happy to have a conversation and explain our process to the solicitor however we were never contacted.

To reconfirm the series of events:
prior to Christmas, you had put two offers forward, both being rejected by the vendor.
In the New Year, the owner then reconsidered, and Laura contacted you both by phone and email to see whether you were still interested and you responded on the 4th Jan saying you would like to proceed subject to a survey.

Laura then emailed you the next steps that we require to be able to secure the property and take it off the market. As a result, the reservation agreement was never signed or paid, nor any evidence of proof of funds to support your offer. You were also advised the property would remain on the market until the appropriate steps are done.

You then followed up to see if the property had been removed from the market and called in to advise you wanted a survey before committing.
Laura arranged the survey with the company and tenants but also reiterated that the property would remain on the market until the steps were followed to secure the property. After two weeks, you followed up and emailed us saying you would like to proceed however did not completed the process to remove the property from the market.

While this was going on, several potential buyers came forward asking to view. We contacted the owner asking them what they would like to do but as the process was not followed to secure the property, he instructed us to carry on viewings and reject your offer. As a result, we arranged other viewings.

On the same day, Laura emailed you to explain the owner had rejected the offer and instructed us to continue viewings.

Following this, the tenant contacted Laura to advise that you had knocked on the door and was discussing an offer between you and the landlord and that we had not put your offer forward, also handing over a written letter to this effect and requested that they pass it on to the owner.
While this was being advised, the new buyer viewed, submitted his best and final offer and the owner accepted this and the new buyer followed the steps to secure the property.

We therefore feel your comments to be inaccurate and defamatory as the owner was made aware of the situation, resumed viewings, and agreed the property to another buyer at their request.

Furthermore, the process we have in place is a common practise and we were more than happy to discuss this with your solicitor should they have contacted us before misadvising.

Kind Regards,

Move Places.

Réponse de Moveplaces

19 mai 2022

Hi Steve,

Thanks for your feedback.

We do disagree with your comments. This is not mandatory, we just ask for the reservation fee which is a holding deposit. This is now common practise with agencies.

Firstly, the nature as to why the process has been implemented is because the clients who use our services for selling their property come to us for a prompt sale where time is crucial and for this reason, we deal with buyers who are happy to purchase the advertised properties in the condition they can see from the listed photos and having successfully visited the property. Furthermore, every client we have is aware of our process and the way we operate and a result, paying a reservation fee shows the buyers commitment to purchasing the property to the conditions stated. To clarify, this amount is not stored in an account to then be used, but simply held until the point of exchange/completion.

Lastly, the reservation fee is not a fee that you are paying directly to us for our benefit as upon completion, you pay the agreed price minus the reservation fee (as stated on the reservation agreement), however if the property purchase does fall through this is a fee to cover administration costs that we have had to cover during the process. If, for whatever reason the purchase falls through due to no fault of your own, this fee would then be fully refundable. Examples of this would be the vendor pulling out of the sale, an issue as a result of a survey being carried out that was not visible originally or a failed mortgage survey which is also mentioned on the reservation agreement.

Please let me know if you have any questions or if you would like to discuss this further.

Thanks

Move Places
Customer satisfaction team

Réponse de Moveplaces

4 mai 2022

Dear Nina

Thanks for taking the time to comment on each item.

I hope that you appreciate, the sales team were speaking to 27 potential buyers on this property who had booked viewings, along with collating feedback, negotiating offers, and completing financial verification checks on buyers. Unfortunately, we are a small team, and therefore time management is essential.

We must present offers with the full information to our clients, therefore Laura requested the correct documents. Namely to comply with our money laundering regulations and show your commitment that a reservation fee had been paid along with proof of funds or verification of financial arrangements.

The reservation agreement is a standard format, and therefore any changes can be requested and agreed verbally or in writing. Therefore, any agreement in writing would supersede the wording within the template document. We have to create a master template and respond to any requests to amend this proactively, however any changes are made at the managers discretion.

The reservation agreement confirms the terms and conditions unequivocally and that “A non-refundable reservation fee must be paid by the buyer within 24 hours following the acceptance of an offer. This must be paid by cleared funds to Move Places who will issue an acknowledgement of buyer reservation and purchase agreement during the period of this agreement. Following the date of acceptance of the offer. The buyer will lose their reservation deposit in the event that they withdraw from the sale at any time or if they do not exchange by the target exchange date then they also risk losing their reservation fee”

I appreciate that you required changes to the form, and I can see by your email communication with Laura, that she attempted to alleviate your concerns and clarify various changes in writing. However, I respect we should have been more clear and I feel that Laura was overwhelmed with workload with this property, along with the rest of the portfolio and a magnitude of enquiries.

I am sorry if you felt Laura’s tone was unfriendly. This is something we will discuss in our next review and work on training to improve customer service. All of our staff are trained to offer a friendly and proactive customer experience and therefore I am disappointed you disagree with this. We vehemently deny your allegation of blackmail, this is certainly not the case. You have complete discretion whether you agree to a pay a reservation fee.

I feel that this complaint could have been dealt with personally, however you have caused defamatory, untrue, and hostile comments towards our business. I could of, dealt with the individual involved as opposed to defamation against our brand.

We strive to offer outstanding customer service and want to build an unrivalled brand and reputation. We understand that we can’t be perfect every time, and life is a lesson, however I do apologise for your own experience and I will take your comments on board to improve in the future.

Kind Regards

Move Places