Purplebricks – Disappointing Service and Unjust Fees!

trush123

I want to share my frustrating experience with Purplebricks to warn others who might be considering their services. I hired them in 2019 to sell my property, but they provided very little real support. From the start, their sales manager kept pressuring me to reduce my asking price repeatedly – far below the value I was comfortable with. When I pushed back and told them I would not continue if they couldn’t market my property at the price I wanted, I thought the matter was settled.

Then, without completing a sale or securing my consent, Purplebricks tried to charge my card £1,798 in June 2020! I only found out because an email notification popped up in my inbox – no advance warning, no discussion, nothing. This charge is completely unjustified given they didn’t fulfill their role in selling my property.

Adding to the stress, I recently received an email from a company called Duologi (Specialist Lending Ltd) demanding payment for this disputed charge. I have no idea why Purplebricks shared my details with them, but it’s extremely upsetting. I am now caught up in a situation where I am being chased for money I don’t owe for services that were never properly delivered.

This has been a stressful and unfair experience. I want others to be cautious and think carefully before entrusting Purplebricks with any property sale. This company has left me with unresolved issues, unwanted stress, and a significant lack of trust.

caprikid1

"This charge is completely unjustified given they didn’t fulfill their role in selling my property."

The issue is here what does the contract say, Sell your property or Market your property ?

Did you sell your property in the end ?

Not sure how you can refuse to pay them anything to be honest as I am sure they technically fulfilled their part. The failure to sell is more likely the price you wanted as opposed to their poor performance.

FlorayG

My house was with Purplebricks for over 12 months apparently. The owners changed to a local EA who sold it to me within two weeks. 
You get what you pay for, obviously. Sorry to hear of your charges - is there an ombudsman you could involve?

justwhat

trush123 said:

I want to share my frustrating experience with Purplebricks to warn others who might be considering their services. I hired them in 2019 to sell my property, but they provided very little real support. From the start, their sales manager kept pressuring me to reduce my asking price repeatedly – far below the value I was comfortable with. When I pushed back and told them I would not continue if they couldn’t market my property at the price I wanted, I thought the matter was settled.

Then, without completing a sale or securing my consent, Purplebricks tried to charge my card £1,798 in June 2020! I only found out because an email notification popped up in my inbox – no advance warning, no discussion, nothing. This charge is completely unjustified given they didn’t fulfill their role in selling my property.

Adding to the stress, I recently received an email from a company called Duologi (Specialist Lending Ltd) demanding payment for this disputed charge. I have no idea why Purplebricks shared my details with them, but it’s extremely upsetting. I am now caught up in a situation where I am being chased for money I don’t owe for services that were never properly delivered.

This has been a stressful and unfair experience. I want others to be cautious and think carefully before entrusting Purplebricks with any property sale. This company has left me with unresolved issues, unwanted stress, and a significant lack of trust.

if i remember correctly that a marketing fee and you would have been told at the very start you would have to pay it .Either upfront or deferred.  i believe Purplebricks has now changed the marketing fees and structure.

Just because your has did not sell for the price you wanted in the time you wanted does not necessarily mean its PB's fault.
 

theartfullodger

They were sold for £1 not that long ago, what do you expect?  

But read the contract, I suspect they did what was needed to charge you. 

Had you previously read the contract you signed, please?

Bookworm105

did you understand the terms & conditions you agreed to when you appointed purplebricks?

most people understand their business model is upfront fee irrespective of whether you complete a sale.
It is their USP over a traditional commission based agency, ie a gamble that may turn out cheaper, or may just be wasted money if unsold.

unpaid debts do get passed to debt collectors without warning, that too is a fact of life.

housebuyer143

If I remember rightly, PB back then offered deferred fees for around 12 months or upfront, it wasn't a no sale no fee agreement. Check your TOB but I suspect you need to pay it and are justified in their charge. 

eddddy

trush123 said:

Adding to the stress, I recently received an email from a company called Duologi (Specialist Lending Ltd) demanding payment for this disputed charge. I have no idea why Purplebricks shared my details with them, but it’s extremely upsetting. 

You need to check the contract terms you agreed to in 2019.

But here are extracts from their contract terms which seem to be dated 23/07/2021 - so they may be similar:

Where you owe payment in this way, you acknowledge and agree that Purplebricks may transfer or assign its right to receive payment from you to a third party (details of which are set out below). 
...
...
The third party to whom we may transfer or assign our rights to receive payment from you will be Specialist Lending Limited (which is authorised and regulated by the Financial Conduct Authority and which also uses the trading names "Purplebricks Payment Services" and "Duologi"), or such other third party as may be substituted by Purplebricks from time to time.

Link: https://www.purplebricks.co.uk/terms-and-conditions/service-agreement-2021-07-23

........

trush123 said:

When I pushed back and told them I would not continue if they couldn’t market my property at the price I wanted, I thought the matter was settled.

Then, without completing a sale or securing my consent, Purplebricks tried to charge my card £1,798 in June 2020! I only found out because an email notification popped up in my inbox – no advance warning, no discussion, nothing. This charge is completely unjustified given they didn’t fulfill their role in selling my property.

Again,  you need to check the contract terms you agreed to in 2019, but the relevant in the 23/07/2021 contract are below...

(From your comment, I'm not sure if you're saying that you withdrew your instructions to market the property, or 10 months elapsed. But 10 months will have definitely elapsed now.)

PAYMENT TERMS – EXTREMELY IMPORTANT

PLEASE READ CAREFULLY: If you choose to Pay Later you shall make payment in full of the Product Service Fee when any of the following occurs, whichever happens first:

When the property sells and the legal process is complete or

If you withdraw your instructions for us to market the property or

If you choose not to use the Conveyancing Services or

Ten months from the date of entering into the Service Agreement

Link: https://www.purplebricks.co.uk/terms-and-conditions/service-agreement-2021-07-23

Purplebricks launched their 'Money Back Guarantee' in July 2021 (I think), so that probably won't apply to you - but again check your contract.

But in any case, the 'Guarantee' has an extensive list of criteria/exclusions.

ReadySteadyPop

eddddy said:

trush123 said:

Adding to the stress, I recently received an email from a company called Duologi (Specialist Lending Ltd) demanding payment for this disputed charge. I have no idea why Purplebricks shared my details with them, but it’s extremely upsetting. 

You need to check the contract terms you agreed to in 2019.

But here are extracts from their contract terms which seem to be dated 23/07/2021 - so they may be similar:

Where you owe payment in this way, you acknowledge and agree that Purplebricks may transfer or assign its right to receive payment from you to a third party (details of which are set out below). 
...
...
The third party to whom we may transfer or assign our rights to receive payment from you will be Specialist Lending Limited (which is authorised and regulated by the Financial Conduct Authority and which also uses the trading names "Purplebricks Payment Services" and "Duologi"), or such other third party as may be substituted by Purplebricks from time to time.

Link: https://www.purplebricks.co.uk/terms-and-conditions/service-agreement-2021-07-23

........

trush123 said:

When I pushed back and told them I would not continue if they couldn’t market my property at the price I wanted, I thought the matter was settled.

Then, without completing a sale or securing my consent, Purplebricks tried to charge my card £1,798 in June 2020! I only found out because an email notification popped up in my inbox – no advance warning, no discussion, nothing. This charge is completely unjustified given they didn’t fulfill their role in selling my property.

Again,  you need to check the contract terms you agreed to in 2019, but the relevant in the 23/07/2021 contract are below...

(From your comment, I'm not sure if you're saying that you withdrew your instructions to market the property, or 10 months elapsed. But 10 months will have definitely elapsed now.)

PAYMENT TERMS – EXTREMELY IMPORTANT

PLEASE READ CAREFULLY: If you choose to Pay Later you shall make payment in full of the Product Service Fee when any of the following occurs, whichever happens first:

When the property sells and the legal process is complete or

If you withdraw your instructions for us to market the property or

If you choose not to use the Conveyancing Services or

Ten months from the date of entering into the Service Agreement

Link: https://www.purplebricks.co.uk/terms-and-conditions/service-agreement-2021-07-23

Purplebricks launched their 'Money Back Guarantee' in July 2021 (I think), so that probably won't apply to you - but again check your contract.

But in any case, the 'Guarantee' has an extensive list of criteria/exclusions.

Of course it does, just avoid them, go to the High Street.