Misleading Communication and Last-Minute Price Reduction
My wife and I entered this process in good faith and were completely open and honest throughout. Unfortunately, the service we received was extremely disappointing.
Initially, communication was excellent. Emails were answered quickly and we were given confidence that everything was progressing well. However, once we agreed to proceed, the level of communication deteriorated significantly. I found myself constantly chasing for updates, and getting responses or return calls became increasingly difficult.
The most frustrating part of the experience came after the survey had been completed. On 18 September, I received an email from my consultant stating:
"The survey has come back positive; there shouldn't be any change. The head underwriter will book in a call with you on Monday to get everything finalized."
Based on this, we believed the agreed offer would be honoured and that the final call was simply to complete the process.
Instead, during the final call with the Head Underwriter, the offer was reduced by more than £24,000.
This was despite the fact that we had been open and transparent from the very beginning. Even the Head Underwriter acknowledged that we had provided all information honestly. It therefore felt like the reduction was deliberately left until the very last stage of the process, when customers are under the most pressure and have already invested significant time and effort.
We were also working towards a specific completion date for an onward purchase, something Quick Housebuyer was fully aware of throughout. Repeated assurances were given that the timescales were achievable, only for the process to end with a substantial reduction in the agreed price.
Overall, I found the communication, transparency and handling of our case to be poor. The experience left us feeling misled and extremely disappointed.
I would not use the service again and would advise anyone considering it to obtain all assurances in writing and proceed with caution.