Thank you for taking the time to review our services, I am a little surprised by some of the comments given the sale completed over 1 month ago and I was unaware of how dissatisfied you were until now. I appreciate the honest feedback and have taken time to look into this. I understand your frustrations on the drop from the initial valuation to the final sale price, but must stress, I don’t entirely agree with your comments that the service and updates from my team was poor: VALUATION: Lovelle initially provided you with a ‘desktop/online’ valuation early Nov 2023 of £230,000-£250,000 whilst advising at that time an inspection would be required in order to provide a more accurate figure. We then visited your property in late Nov 2023 to carry out marketing photography and an initial price of £239,950 was agreed. At that time, we had sufficient supporting evidence to substantiate an asking price of this value, particularly that we had recently completed on the sale of two semi-detached houses extremely nearby to your detached house for £200,000. Nov 2023 through to spring 2024, was a testing time for the market and unfortunately, you felt this. We agree that a lower initial asking price would have been more suitable, but again at that time we had supporting evidence for us to place your property on the market at that level. Had we known how the market would perform, we may have advised slightly differently. SERVICE/COMMUNICATION: Since marketing of your property started on 5th Dec 2023, I have commented on some of the stand out contacts that were made from us to you, (this does not count the various calls between these dates for arranging viewings and providing feedback). Initial contact since marketing commence on the 5.12.23 was 6.12.23- Josh called introduce himself as your contact 18.12.23 – Chelsey called to update you & discuss possible new pictures once you’d finished redecorating 4.01.24 – Lewis called to discuss interest levels and that we had revisited to carry out fresh photos 22.1.24 Chelsey received a call from yourself advising another local agent had sent marketing material in an attempt to take the property from us, we provided an update at the same time 13.02.24 - Josh called with a full update and sent an email with online performance charts 21.02.24 Chelsey contacted you to update and also discuss an offer 13.03.24 Josh emailed with a full update and you responded with an agreed price reduction. 14/3.24 Josh called with an update advising of interest since the reduction 22.03.24 Josh called with a further update on interest following reduction 26.03.24 James contacted you to discuss an offer which was accepted 8.4.24 we updated you that the purchaser and they had separated wouldn’t be proceeding and that we would push for another buyer. 17.4.24 you made contact with us to advise you were considering switching agents, another update was provided. 16.5.24 a full update call was provided by James. 6.6.24 an offer was reported. 7.6.24 a number of calls were made to discuss and negotiate the offer. 10.6.24 an offer was accepted. The sale was completed on 13.09.24 and we were in contact on a number of occasions in between accepting an offer and completing. Staff: My colleague Josh was initially a Junior, and under the full supervision of my Branch Manager, Chelsey, along with guidance from myself. Josh is no longer a trainee and is a highly valued member of our team & in my opinion is one of the best agents this town has seen for some time. I apologise you perhaps caught Josh at an early stage of his Journey with us, hopefully, in the future you will get to witness what a special talent he has grown into. Regarding a member of the sales team who was rude, if you could provide more detail on this, I will look into this further. I appreciate your comments and genuine, honest feedback. I look forward to hearing from you with the additional information. Kind regards, Lewis (Director)