Online estate agent charging for services not provided
July 11, 2017 10:33 AM   Subscribe

I am selling my house using an "online estate agent" that charges a flat fee - different fees depending on what "package" you select, and the packages are differentiated by additional services that can also be purchased a la carte. The house has sold fairly quickly (subject to contracts) but the company never provided the only two services that factored in my decision to choose the more expensive package rather than the cheapest one. I don't want to just let this slide but I'm having a hard time figuring out how to proceed.

The cheapest package was £495, payable up front. The next level (which I chose) was £895, payable upon completion, and in addition to the basic services, included two that I wanted: PPC/Facebook advertising (£149 if purchased a la carte) and "featured" advertisements on the two biggest UK real estate sites (£249 a la carte). So basic + those two services puts us almost exactly at £895.

I didn't mind paying up front, but the agent I spoke to convinced me that the other stuff I didn't actually care about ("hosted online viewings" 360 degree photo tours) were worthwhile enough that I should just go ahead and get the package since the cost would be the same in the end.

So - the house goes up on the real estate sites, it's just a regular old listing, not featured. I call and ask why, they tell me it will be done "next working day" on both sites. It doesn't happen, I call again, exact same thing happens, with an excuse about an admin being off sick. This second day is when I ask for evidence that the PPC and FB advertising is underway, they say they'll send that through the next day as well.

This goes on exactly as above, daily, with me asking about these two services and the agent (it's always someone different) offering some variation of an excuse and a promise for it to be done the next day, for 8 working days . Each day I also followed up with an email (no reply was ever received) until we receive an offer which we're happy to accept.

I call and say "that's great, I assume that the cost for these two services will be deducted from the final fees when we complete?" and the first person I speak to says "I can't answer that, I'll need my manager to call you" - she does after a couple of days, is aggressively friendly and just repeats "We provided a great service! Are you not happy with our service? Your house sold so fast! You should be so happy!" until I am honestly nearly crying with frustration - I say "I need a yes or no answer, did you ever have any intention of setting my property as featured, did you ever run PPC or FB advertising for my property?" And she just says "this conversation isn't going to go anywhere, is it? Let's focus on moving your sale forward, £895 is the package you selected and that's what will be deducted from your sale price when we complete, byeee!" and that was that.

I sent a completely dispassionate registered letter today to ask for documentation that each of these services was offered, I know I won't get a response but I want to cover my bases. I'm furious at the idea of paying £400 for services they never intended to offer while being lied to about those intentions every day for eight days.

They hold the cards in terms of cash- they will deduct the full £895 before we get the proceeds of the sale. I'm having a hard time figuring out the best way forward to hold them accountable for this without jeopardising the sale that's in progress (and I'm sure they're keenly aware of this). Trading standards might tell them off, but it won't get my money back. Would a court claim after the completion be the way to go? I plan on sending a clear complaint to them with a request for that deduction before we complete, just so it's on record, whatever I decide to do. If I was paying for it by credit or debit card, I'd try to instigate a chargeback, but again, since they deduct it from the final sale, that's not an option.

Any advice appreciated!
posted by cilantro to Work & Money (5 answers total)
 
Best answer: Ugh, I hope you call a lawyer (barrister?). This is grossly unethical and you should get more than just the difference in fees, and possibly more than you paid them for their service.

You will never know what the lost opportunity cost you, especially if these were the professionals you were relying on to help you set your asking price. Rather than promoting your house properly, they may have just priced it low so it would sell quickly.

If it helps, you might have gotten more than you did for your house had it been advertised properly, and there may be other corners they're cutting. Also, the attitude you received on the phone makes me think they may do this a lot.

This is very, very wrong. You are not overreacting, and you could react three times as much and you wouldn't be overreacting.

You know what, before calling a lawyer, you might want to try whatever professional organization has authority over these estate agents. This kind of thing tarnishes the reputation of their industry as a whole and makes it less likely anyone would want to hire an estate agent in the future.
posted by amtho at 11:01 AM on July 11, 2017 [5 favorites]


While it is fresh in your mind, write down a timeline of every interaction you had with them and with whom. Use your cell phone records for times and dates.

Does the U.K. have a "small claims" court system like the US does?
posted by slateyness at 11:43 AM on July 11, 2017 [1 favorite]


I have had good luck posting on the mse (moneysavingexpert) forums about problems I've had with businesses, naming the business, and asking for advice. It's actually happened a couple of times that a representative from the business has then messaged me and offered to put things right. It's worth a try. Also post on their Facebook page and tweet them (I've had my husband tweet businesses before as he has about 5,000 followers while I have around 3 and that has also got their attention).
posted by hazyjane at 9:07 PM on July 11, 2017 [2 favorites]


Oh - and another good place to post is the mumsnet forums. Post in AIBU as it's the busiest and post in the form of a question "am I being unreasonable to expect to pay **company name** only for services supplied?
posted by hazyjane at 9:24 PM on July 11, 2017 [1 favorite]


Is it worth talking to your local trading standards? There's some guidance here: https://www.citizensadvice.org.uk/consumer/get-more-help/report-to-trading-standards/
posted by SuckPoppet at 6:23 AM on July 14, 2017


« Older Help date this children's globe   |   Looking for Non-NYT Crossword Puzzle Books Newer »
This thread is closed to new comments.