Mann Countrywide - www.manncountrywide.co.uk

Having had a bad experience with Cubitt & West and then Barnard Marcus we were pleasantly surprised when after agreeing with the person I dealt with to try Mann & Co Sutton, the very next day we had viewings and the property wasn't even online.

The young woman we are dealing with is absolutely brilliant and a bloody hard worker. We always had feedback from her and she went the extra mile, calling me at short notice to ask if somebody she was showing a property to could also view ours - even offering to tidy up the house quickly before the viewing as I had washing drying.

We had a buyer but sadly they pulled out but we didn't receive the letter until 3 weeks later. Thankfully we had already had verbal confirmation as we were about to pay Surveyor costs for the house we were buying in Kent.

Back to the drawing board and the young woman was arranging an Open House again but the systems were down so she couldn't email around etc. We excused that first weekend because of this but were expecting the Open House the following weekend.

After speaking with the person I dealt with to ask about the Open House for the second weekend, lo and behold there wasn't one as neither him nor the other guy had bothered to do anything to get viewings. The other guy did manage to have one viewing for that Saturday.

Unlike dealing with the young woman I had to chase the guy for feedback on the viewing and I let him know how disappointed I was in no uncertain terms. The person I dealt with then had one viewing for us but that was unsuccessful.

We were then promised by the person I dealt with (who spoke with my husband) that we would organise an Open House on 3rd November. The young woman returned from holiday and when I spoke with the person I dealt with he had not bothered with the Open House. As the young woman was on holiday she was not around to do the leg work - as according to the person I dealt with that is what her job is and why she is so good !!

Then I received a call from the photographer to advise he would be coming to the house to re-do the photographs to try to get new interest. We then received an email from the person I dealt with asking to approve the new photos because there was no photographer coming back to the house - what a joke! He had simply added 3 of the same photos but at a different angle. On top of that he asked for approval but the photos had already been uploaded to the internet. According to the person I dealt with they had done it all by themselves.

All I can say is that we are leaving Mann & Co Sutton as the Management are pretty dismal. The young woman is an asset to them but they don't seem to recognise this. She would make a better manager than the person I dealt with & the other guy put together. I am sorry we were not able to have the young woman sell our house because she deserved the recognition but it is through no fault of hers and I hope Mann & Co don't lose such a great worker and recognise her hard work and determination.

Our experience has been extremely poor.

We dealt with Mann Countrywide to buy a property in Peckham. This property was advertised and presented as a lower ground floor flat with a garden. Only when our solicitor viewed the lease were we informed that the garden was not included. We incurred solicitors' fees on a misrepresented advertisement. Mann Countrywide refuse to pay compensation for these fees incurred.

This estate agent must treat buyers fairly. We will now have to proceed through The Property Ombudsman Service to seek a fair resolution. We have lost time and we have been messed about for a total of 4 months!!!