Hi Stephanie, thank you for your feedback. As explained, our agent is medically exempt from wearing a face covering and waited at the front door whilst you looked around. You also could have brought your own sanitizer as we did not advise that we would provide this. At the outset we were not provided with the correct information until we started your reference checks which unfortunately came back as a decline. As stated to you, we have never used the words 'you lied', in the email to you it was stated that 'incorrect information was provided'. We kept in contact with you every day whilst carrying out the reference checks. We are sorry that you have not been able to proceed with this property and wish you all the best. A full refund was made to you for your holding deposit.