"This agency typify all that is wrong with estate agencies"

This agency typify all that is wrong with estate agencies who deal with rental properties, they hold the view there are more people looking to rent than there are rental properties so they are free to treat people looking to rent with a lack of manners and professionalism because there is a surplus of potential renters out there . I enquired about a rental property over the weekend, Monday morning I receive an email from them asking if I am available to view the property the following day Tuesday between 4 30 - 5.30 along with confirmation of my employment status, I reply to advise I am employed and can view tomorrow at 5. 00pm. I hear nothing back from them during the day so email Tuesday morning to ask for confirmation of the viewing for this evening and receive an email back from them to say sorry the property has gone. Bad manners and lack of professionalism, and although there would appear to be a surplus of people looking to rent at the moment, there are also an increased number of estate agencies out there who I would imagine run their business better than this organisation and treat potential renters with just a little bit more respect than this. If you are looking to rent, you will just be one of many out there to this organisation so they are free to pull these kind of stunts without any real consequence to them, and they trade on the belief this is acceptable practise in 2023.

24.05.23 TO ADD, after reading their reply it appears it was my fault in not being able to view the property as the slots had all gone by the time I confirmed by availability.
Let me provide the facts. I received an email from them Monday 15.05.23 at 08.14am asking me for my availability to view between 4.30pm - 5.30pm on the Tuesday 16.05.23
I replied by email 15.05.23 at 08.51am to say I was available at 05.00pm to view on the Tuesday. So their suggestion that in the 37minutes between their email and my reply the slots had all gone is clearly so unbelievable it's insulting. Added to which, if this was true, where was my email reply 15.05.23 from your business shortly after 08.51am to apologise and advise me the slots had gone? Seriously, please have the good grace and decency to admit you were wrong and mistakes were made instead of attempting to blame people who took 37 minutes from point of your email to reply with confirmation they could attend a viewing. We all make mistakes.

"Professional ,polite and friendly staff."

Professional ,polite and friendly staff.

"APPALLING CUSTOMER SERVICE"

APPALLING CUSTOMER SERVICE!
We dealt with Ben rose, in late 2022, after putting an offer in on a house, we were laughed at and heard sniggering down the phone. We were utterly disgusted by this, so much so we withdrew our offer because we didn’t want to deal with this kind of service. Hoping things were different, We tried to book a viewing for a property on Cliffe Drive today and we explained that we could do any day after a certain date (which they were doing block bookings on) and even though we gave them a date which we asked for them to ask the vendor if this was okay, the lady we spoke to refused to book the viewing in for us and explained that if they booked the viewing in and they received an offer on the Saturday l, even though the date we asked for was only 3 days later, they would cancel our viewing! I stated that I do not understand why they would cancel a viewing and loose the vendor an opportunity for a sale and they just stated that “their policy” no other estate agents we have ever dealt with have ever done anything like this and always accommodate any viewings no matter what and regardless of other offer that are put in, even if there is viewing booked in after. If it was around 3 weeks after then okay, but it was 3 days. The rudeness and lack of professionalism from the staff at Ben Rose Chorley is disgusting. As first time buyers, this does not give any hope what so ever if they turn down potential buyers without going to the sellers first.

"Ben Rose did a very good job of selling…"

Ben Rose did a very good job of selling my property. They kept in touch with everyone in the chain, they were very helpful and supportive. I would highly recommend them.

"The best…"

I cannot thank Tammy and the team at Ben Rose enough for everything they did during the purchase of my property.

They kept me up to date throughout, liaised with my seller, communicated quickly, made me feel settled and calm throughout and always went above and beyond with everything they did.

If I was to move house again, I wouldn't use any other company.

"I decided to sell my house late August"

I decided to sell my house late August, Era Davidson and the team were amazing from the first communication to the day of completion. The house went online on a Thursday, by Saturday I had 25 viewings. On Sunday I’d received 12 offers. Monday SSTC! Over to the solicitors who were also on the ball. A bit of backwards and forwards with the buyers solicitor. Era was also there during this time trying to push them and keeping me and the buyer informed along the way.

Highly recommend

"Totally professional service from Ben Rose Chorley"

My wife and I chose Chorley Ben Rose estate agency for its local knowledge of markets, the location of its Chorley branch and the warmth of their greeting to us. Our immediate contact was with the very professional Kerry Parker who took all our details, visited the property and gave us sound advice as to realistic pricing rather than pie in the sky valuations. This was to be good advice as the process developed during the down turn in the market during 2022.

We obtained several viewings and a firm negotiated offer just below our published price. At this point, we received excellent involvement of several members of the team, led by the branch manager, Tammy Daly. All good we thought and settled back to let things happen in the legal world. Until.... our buyer lost their buyer and the chain was in danger of collapsing. Throughout all this turmoil, Leanne Derbyshire was our contact and was brilliant. Constantly updating us and gaining information along the chain.

Because of deteriorating market conditions, we did indeed lose our buyer and we thought of letting the property instead. So we came into contact with the rental manager, Dean Heywood. Another charming, helpful and up-beat member of the crew and we very nearly opted for rental instead of sale. But literally at the last minute and on simultaneous but separate phone calls in the retail and the rental departments, Ben Rose heard of our buyers finding another buyer for their property and we were back into the selling of our property. Everything was cranked back up again by Leanne and others with constant help from Tammy who always made herself available for advice.

Despite changes in governments, recessions, 14 day holiday shutdowns and the generally slow legal processes, we managed to complete the sale over Christmas and New Year to achieve a time-limited mortgage offer for our buyers.

Never a dull moment but we can not thank the Chorley Ben Rose team enough for their care and attention plus the pleasant and calming manner of handling our somewhat agitated questions.

A great team doing a great job!

"ABYSMAL LETTING AGENTS."

ABYSMAL LETTING AGENTS.
We had the great misfortune to engage Ben Rose to fully manage the letting of a family home. In short, they were extremely poor in practically every respect, their continued failings being too many to list and expand upon here. They were so bad that I complained and escalated it to the property ombudsman for adjudication.

The ombudsman found in our favour in respect of 5 specific complaints and awarded £500 in compensation part being used to offset management fees.

I cannot recommend them as letting agents and rue the day we engaged them.

This unfortunate experience dragged on for some considerable time and the experience date shown below is the date we received payment of the compensation from Ben Rose in full and final settlement.

Update. I will briefly comment on the points raised in Ben Rose's reply below in the order they were made.

The first comment referring to the 12 months is irrelevant and used as a distraction. Common sense dictates that a full and fair review can only be made once all matters have been finally dealt with. I only posted the review once Ben Rose's complaints procedure, referral to the ombudsman and the subsequent adjudication were completed, and upon Ben Rose having paid the compensation awarded against them.

Staff movement is a natural occurrence and does not excuse the unprofessionalism and incompetence apparently rife in this business.

Ben Rose claim that they are genuinely unable to think what else they could have done to support us further. The ombudsman is very clear in his deliberations and fully explains where they went wrong, what they should have done and what they did - but shouldn't have done. If they were to read those comments again it will become perfectly clear and will satisfy this inability they have expressed.

Comments regarding the current lettings manager are totally irrelevant as it is a review of our experience of the service provided by this company as a whole. Any reviews and/or achievement claims in respect of him in other circumstances or situations are another distraction/smoke screen introduced in an attempt to place their 'favourable spin' on this review in the final stages of commenting.

I purposely chose not to single out or name individuals in the review as I thought it unfair to do so. In a business of this size the owner has full overview and ultimate control over employees' actions and responses. However, in light of Ben Rose having identified an individual it is reasonable to reveal that following a catalogue of prolonged inefficiencies and failings my complaint was focused on both letting managers (including the one named by Ben Rose), the HR manager, the accounts/finance department and the owner himself.

To reiterate (should it be necessary), this review is a review our experience with Ben Rose who were engaged as letting agent to fully manage that letting. It was posted once all matters were finalised the ombudsman having upheld 5 complaints.

As a footnote, following this debacle with Ben Rose we sold the property entrusting the sale to a rival Chorley Estate Agent just around the corner from Ben Rose. That agent, in every respect, proved to be efficient, professional and transparent and received a well-deserved positive review from me on completion of the sale.

"APPALLING CUSTOMER SERVICE"

My son was offered a rental property by Ben-Rose at 12:30 on 20-Jan-2023 with myself acting as a Guarantor. I completed the unnecessarily detailed and invasive paperwork on the Canopy system by 14:00. However, my son was informed at 16:00 that the property had been rented to someone else.

THIS IS APPALLING CUSTOMER SERVICE. HOW CAN ANY TRUST YOUR COMPANY TO ACT IN GOOD FAITH?

"What changed in 6 months since the latest reviews?"

Really disappointed with our recent experience with Ben Rose Chorley and struggling to understand what happened in the period since August when the reviews were stunning. Poor response to many queries, little to no proactive targeted sales initiatives. This was not what we thought we had bought and we have had to pay £300 to move to another agent.