Worst Experience Ever

We had problems from day 1, no work was even done for the first 4 weeks and the service level is horrific, then it got worse!

On completion day I was constantly calling your company asking for an update and at 12:30pm I finally managed to get through to Miss Mason and after asking her to check your system again she confirmed the money regarding the sale had been received. She then informed me she would transfer the money to the solicitors regarding the purchase and this should be complete by 1:30pm at the latest.
Then to my surprise I got a call from Miss Mason at 1:25pm asking for a letter stating it was ok to use the funds from the sale to purchase Having previously purchased 2 houses prior to this purchase I have never encountered this type of request before. I believe this was negligent behavior on your part and this matter should have been resolved when contract was exchanged. I prepared this letter and sent it straightaway and also asked Miss Mason was there anything else she needed? She firmly said no everything should be ok now and the money can be transferred.
It was now 3pm and I received another call from Miss Mason asking for ID’s for my Father and Mother along with the bank statement showing proof of where the funds came from? She needed this because my parents deposited money into your client account at the beginning of June and I was using this money to help fund the house purchase. I realised Miss Mason was carrying out a Money Laundering Check on completion day! I find this to be negligent behavior from a solicitor as these checks should have been carried out when you received the funds into your client account in early June 2016? I am quite sure the SRA has policies in place regarding this kind of negligence and behavior from solicitors. As an accountant we carry out the same checks and these have to be done on engagement,
I cannot believe I was being asked for this information at 3pm when my house has been sold, movers have taken all our belongings to a new house to which we have no ownership and I have my 4 children and a 1-day old baby in the car!
It was now too late to go back so I managed to provide the information by 3:20pm and the transfer according to Miss Mason was done at 3:40pm, they should therefore receive the funds in the next hour and we should still get the keys today. However, the buyer’s solicitor did not receive anything and was closing at 5pm, I was then told by his estate agents (entwistle green) that this would be deemed to be a failed completion and I would have to find somewhere to house my family, basically leaving me and my family homeless. The movers were also charging me £250+ an hour for these delays which is another direct cost I incurred from your negligence.
We finally received some good news at 5:25pm from the estate agents and were told the money has gone through and we can take the keys, after another 2 hours the movers had finished unloading everything and we had a place to stay.

NEVER EVER USE THESE GUYS EVER!