Howards Estate Agents
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Disgusting treatment by rude, arrogant staff member
What an absolutely awful experience! Phoned to make an appointment for my mother to view a property and agreed to a time of 2.45pm. Had a message to confirm that time. The next day had another message to confirm a different time of 2.30pm. My mother phoned the office to say she would not be able to make that and would be nearer the original time (2.45pm) as 1st agreed. Was basically told "great see you then" immediately got another message confirming the wrong time of 2.30pm but as she had just phoned to say she would be there nearer the 2.45 original slot did not think she needed to phone again. Day of viewing - Our builder tuned up at 2.25pm he did not see anyone enter or leave the building. We turned up at 2.40pm and no one was there. My mother is 80 and has mobility issues. After an hour stood waiting outside the property in the cold & 4 phone calls to try and find out what was happening it was clear no one was coming. We were then told the appointment was booked for 2.30 and we did not call to tell tell them we were delayed!? WHAT? What delay? This had already been discussed. My mother said she would be there near the original 2.45pm agreed time. A young man called Charlie turned up, my mother is upset and trying to explain how let down she feels. He disregards it and says "you are being rather aggressive, I don't have to show you the property" We do get to view the property but then Charlie makes it clear he is doing us a favour as he should have left off work and that he has gone above and beyond! It's then we learn there has been an open house all day. We were not informed this was being viewed as an open house when booking and believed we were having an ordinary viewing, my mother had wanted as little hassle as possible. My mother puts in an offer but is told due to open viewings people will be making closed offers. Disappointed but ok fine. She phones on the Monday to find out what the situation is with offers. Speaking to a team member called Georgia Lee in the Lowestoft branch. My mother is told there are more open house views and lots of offers. Is spoken down to, spoken over, blamed for not showing up at 2.30pm and by the end of call is in tears and shaken. I call, get through to switch board. Explain what has happened and that the treatment my mother received was completely unacceptable and the lady I spoke to was brilliant, listened, was apologetic, we had a good conversation, she agreed our treatment was inappropriate and contacted Georgia. Georgia phones me but unable to take her call I receive a message. A very jovial message, completely tone deaf of the concerns raised, seemingly oblivious to her unprofessional conduct with what seems like no self awareness. I call her back to ask her how and why she managed to upset my mother to such a degree and try to explain the stress Howards have caused because of the mess up on the appointment times. Georgia immediately says "well I don't know why your mother would be upset" (No Georgia, that's because you seem to have a distinct inability to reflect or take accountability). She will not let me speak, keeps blaming us for not informing them we were delayed (See info prior re: phone call my mother made) Spoke over me, accused me of speaking over her and shouting. "Well, you know what Georgia...how about listening to the customer!" She displayed no interest, was condescending, rude, and was completely disinterested to hear or understand what I was trying to say. She said she didn't understand the purpose of the call. NEVER have I had to deal with such a rude and disrespectful salesperson. Treating a potential customer like this is unacceptable. Shifting blame, re writing the history of events. Disgusted. I was assured the calls are recorded. I hope to goodness they are scrutinised and used for training purposes of how to never speak to a customer. Absolutely would not deal with this woman or the company again. What should have been potentially a quick hassle free easy sale has been a nightmare from the start and that was just for a viewing! I see on the reviews this is not the first time her obnoxious behaviour has been flagged. Quite honestly if she was a member of my team, she would be put through a disciplinary process and put on effective communication and customer relations training. Her arrogance was off the charts. Then on the Monday I was phoned by the Manager Mike Smith who did admit there had been a confusion with the viewing times but did not apologise. He said he was quite happy with the way Georgia dealt with me and my mother. Shocking! When asked if he would be happy for my phone call to be used as a great example of customer service he said he is very happy with staff training and conduct in his office. Something is very wrong if a manager green lights a staff member speaking to customers the way Georgia Lee did.