Purplebricks has apologised to a customer who posted a highly critical review on Trustpilot.
“Annette J” wrote that she was posting the review “as a last resort”, before contacting the Ombudsman.
In her catalogue of woes, she said that her first contact, with a territory owner, did not last long as he left shortly after valuing her property, in Anglesey.
A second Local Property Expert, from some distance away, suggested that the property was over-valued and should be reduced by £20,000.
This LPE also left. A third LPE then advised a further price reduction, of £10,000.
The owner subsequently found that their five-bedroom, two-storey house was being advertised as a bungalow on Rightmove.
The seller was then apparently told she would be introduced to yet another LPE, but she said she wanted to remove her property from Purplebricks.
‘Annette J’ said in her review that she felt let down and disappointed, and asked for Purplebricks to respond within 48 hours.
She also said that she had been advised by LPEs who weren’t local: “Not one person that I have spoken to or had involvement with have even been local to Anglesey.”
The seller also said she would be reporting the matter to “the property eye” – although the seller has not in fact approached us.
The review remains up, on a site which specifically looks at poor reviews for Purplebricks. It does not include those reviews with the much higher ratings for which Purplebricks is known.
Last night a spokesperson for Purplebricks told us: “All Purplebricks customers should get a great service and we’re really sorry that this wasn’t the case here.
“We have spoken to the customer to apologise and have now resolved the issue.”