Shocking customer service

House Network www.housenetwork.co.uk
★★★★★
4.7
96.0% of users recommend this
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Cardenasrk1973's review of House Network www.housenetwork.co.uk

“Shocking customer service”

★☆☆☆☆

written by Cardenasrk1973 on 13/11/2014

Although from reading other reviews it is clear that house network offer sellers a good service, as a buyer I have never experienced such appalling service as this. I have waited days on end for them to get back to me especially when first enquiring about the property and trying to arrange viewing. Once the offer was accepted I was hounded constantly for updates on my application even though they had been advised on numerous occasions to speak to my mortgage advisor as he had the information to hand. I was threatened on a couple of occasions that if my application was not up to a certain stage, the house would be put back on the market. Finally after week 5, they told me they were withdrawing the accepted offer and selling to someone else after I had spent money on the valuation and search fees. My mortgage offer came through 48 hours after this but by then it was too late. I know house network lied to the sellers as half way through the process I had to change solicitors due to requirements from my lender. House network told the sellers that this would delay things by 4 weeks as the search fees couldn't be transferred - this, in the end, lost me the house. My solicitors confirmed that the searches could be transferred But house network didn't want to know. House network have now contacted my solicitors asking them to transfer the searches to them! Bearing in mind they told the sellers I couldn't do this I thought this was completely out of order! They were completely unprofessional from start to finish and have no doubt in my mind that they do not understand the mortgage market and the process of getting a mortgage offer. My mortgage advisor also said that he had never dealt with a company with such a lack of understanding of the mortgage process.

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