Your Move causing us problems pls help

eliyza1

Hi, sold our house via Your Move. They made mistake after mistake even though they sent 2 valuers round to take photos and details etc. I kept a list of all thier shortcomings which were many and varied, also had copies of the schedule mistakes plus dates that things happened on.

ie, 2 and half weeks b4 a schedule ready, that was wrong so 3 days more to put right. It went on their website at about the same time with wrong photos on so had to be changed and put back on. 'Sold' sign not put up as promised, in fact it never was put up. Mystery shopping them (as advised on here) they also failed at, plus mistakes with viewings etc.... anyhow..

After rows and tears from me (as the manager was verbally agressive and Im not exageratting) my husband rang and said things were not working out and we wished to end the agreement. The manager said he agreed and no problem. We then rec'd a letter from them saying if our house sold via an introduction from them they still wanted their money. We ignored and filed as it seemed we would be selling to a friend anyway.

Well we didn't and the person we ended up selling to was from them. We stopped our Solicitor paying them direct. They sent bill we complained to head office, she wanted to see detailed complaint, we emailed and posted it.

We have now rec'd a letter back saying she is sorry the manager was rude (inferring that this was the only thing we had to complain about) and she would reduce the bill from £1600 to £1000 in 'full and final settlement' but we had to reply within 7 days to prevent further action......

I should mention that this was our first house we sold so have no expereince in this at all, all this legal talk has made us nervous, but we don't think we have rec'd the service we agreed to, even if the buyer was intro'd thru them.

We would be happy to pay a small sum to cover the cost of the small advert in our local paper, but short of this we don't feel we rec'd any service at all.

Please could you advise us, whether we are being naive and should just pay or should we take it further and with whom? We feel angry enough to take it further if you feel it would be worth it, but do not want to ruin our credit rating by Your Move saying we are bad payers.

Please help we really don't know what to do, and the 7 day thing is up Tuesdya coming. Thank you for your consideration.

MissMotivation

Just a quickie, it's worth finding out if Your Move are a member of the OEA (Ombudsmen for Estate Agents) if they are then I would contact them as they may be able to intervene on your behalf if they feel the complaint is justified.

My experience of the Corporate agencies is that they will pursue the money using the fact that they have introduced the purchaser, i think that them offering you £600 off the final bill is probably the best you are going to get.

I will try and find out if Y/Move are an OEA member.

lewolf

sorry to hear you've had such bad service.

However, you entered into a contract with your EA and if your buyer has come through them then you should honour the contract.

I think you are lucky RM have reduced their fee. Most won't!

Good luck.

Doozergirl

Echoing, lewolf's comment's, I would walk away happy with the reduction in fees.

They did find your buyer and that is what you contracted them to do, regardless of how much they did or did not spend on marketing. Your contract will not say anything about the customer service they need to provide you with, so their reduction in fees is, frankly, generous.

Hindsight is perfect, but one of the best ways to know how a company is at selling your house should be entirely down to how you are treated as a buyer, not how best they can sweet-talk you at valuation.

Mrs_pbradley936

I agree with the other two, you have had your fee cut and I really do not think you can ask for more. The alternative is solicitors letters, Court action and general aggro which might end up costing more. Just pay it.

hobo28

Yep agreed. Pay the money, move on.

A_Nice_Englishman

I agree too. You've got a bargain, saving 37.5% on the fees.

But thanks for the warning about the apparent incompetency of this branch of Your Move. Would you care to say which one so others can avoid them?

PoorDave

Another vote for "pay up and keep the £600 of their money" here.

Sounds like you've ad enough trouble with them already, without signing up for more through taking legal action.

Agreed they've treated you badly though, by the sound of it.

pawpurrs

And another vote, aggreed bad service, but you got the end result of a buyer for your house, and they will have incurred costs. As an ex employee of your move, only worked for them a while, when they first went corporate, then I was out of there, fairly sharpish, I can say that they do pursue to the end of the earth for your money, and will take to court etc...........
If this happens is it really worth the stress, also there is no guarantee that you would win the case, at least you got a reduction, you could try one more letter saying you will pay £500 or something, but if it was me I would put it doen to bad experience, pay up and move on so to speak!
Hope that helpsxxxxxxxx

clutton_2

I'd be tempted to offer them £800 as your full and final settlement figure ! 50% efficiency, 50% fee - what have you got to lose ?

eliyza1

Thanks ever so much for all your advice. I definately agree that we really are so inexperienced that we would not want to go to court etc, plus not got a lot of spare money, so I guess we will follow the general advice and pay up. My husband feels we should try to reduce it again by arguing, but quite frankly I really want to put it to bed, so to speak.
A NICE ENGLISHMAN, yes I would like to say who it was, it was Dumfries Branch and the managers name is Scott.
PAWPURRS, thanks for the ex employee angle, to be honest that made up my mind, not much of a gambler and with corporate might behind them I agree we would be more likely to end up owing more.
CLUTTON, my husband wants to use your advice and even your phrasing in a last letter to the customer service manager, but I am scared that if they say no they may not revert to the £1000 offer? Gosh I really am a scaredy cat arn't I!

Thank you everyone for such a prompt and full advice I will post again when we get a reply.