Poor communications & condescending staff

Below is the complaint I sent to Walthamstow branch manager:

On 23rd December 2015 I came into your Walthamstow branch to ask if they had any new two bed properties to purchase.

Was advised something had come in but would be processed in the new Year and an open day was likely in the 2nd working Saturday in January 2016. I would be contacted as to when this would be.

At the start of 2016 I had to attend a Memorial Service abroad, Haart where aware and I impressed upon the agent that I serious about the property and I would be looking out for any communications from them re the open day.

Whilst abroad I continually checked emails and voice mails but received nothing. On calling the office in the first week of January 2016 was told that the open day would be on 9th January 2016.

This was a blow at a very difficult time, in all my communication I had advised that I would be out of the country, this information would have helped me plan before going away. Why set an expectation if fact is not known?

Appreciate Haart is busy but do not say/ offer to make contact and then do not, it sets an expectation on the part of a potential customer that there will be some kind of contact.

Being told that my offer had been accepted was swiftly followed by (at least twice in the call) the statement that the seller had accepted my lower bid over another higher bid and due to this I need to get the valuation completed within the next two weeks or the property would go back on the market for viewings.

Bearing in mind that I had not seen the property and that this was a fantastic financial outlay, to have someone that is supposed to be assisting with the process make such a chiding comment was unnecessary and condescending. The same comment was repeated a number of times when I came into branch also.

During March 2016 I had not heard from the agent for sometime and the property was still on the Haart website (as it is today) without any notice of Subject To Contract indicated so I called to find out if there was any issue and if the property could be taken off the site. The verbal response was that "we are not doing any viewings on it"

I do not find this acceptable and still demand that my property be taken off your website.

From my first viewing it was clear the property was in some state of disrepair so I attempted to access the property with engineers in order to obtain quotes for repairs. My requests were met with comments such as "the tenants say the property is a bit of a mess" or " give us a range of dates" or "the tenants are moving out so maybe later" I was not permitted access until after the freeholder management pack was received.

After 5 days of receiving the Freeholder management pack (this took nearly 6 weeks to arrive) I started to receive very aggressive very curt communications from your sales progressor. The pack contained a lot of information and I wanted to read and understand all of it. Again appreciate that this person is there to push push for completion however this person was not only supercilious, aggressive and ignorantly repetitive to me but also to my solicitor. The attitude of this individual, at one point, made me seriously consider the whole purchase due to the level of patronising interaction.

I would have let the condescending comments made about my offer and general experience with Haart staff go however that combined with the sale progression stance that I was exposed to has prompted me to take time to write this complaint. My solicitor was not happy with the way in which the sales progressor communicated with them about my purchase or how they spoke with staff.

I ask that with immediate effect you remove my property from your website and respond to the questions below.

[questions sent crashed for a response in 5 days]