Eccleston Homes レビュー 

Eccleston Homes からの回答

2022年9月1日

Hello Natalie

Thank you for your recent 5* review regarding your experience with our Sales Consultant, Dawn, at our Christy Brow development. We've passed your comments on.

We're sure that dawn will continue to be in touch regarding your intended purchase and please feel free to keep hounding her! :)

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年8月1日

Good Morning Kate

We hope that you're well.

Thank you for taking the time to leave your recent review and your complimentary comments that you have made regarding the service you received from Chris and Marcus and the properties that you've viewed. We really do appreciate it.

We'll pass your comments on, which we know will be gratefully received and we look forward to seeing you again in the future.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年7月26日

Hello Abby

We hope that you're having a good week.

Abby, thank you so much for your super awesome 5* review and for taking the time to say such lovely things.

It really did make for great reading when we received this and I know that Chris is so pleased with your comments, and that she was able to work closely with you on your new home purchase, and make such a difference.

Thanks again and we wish you both the best of luck in your new home.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年7月25日 に更新

Thank You Liz

******************

Hello Liz

We hope that you're well.

Thank you for your recent review and your kind comments regarding your visit to our sales centre and your experience with our Sales Consultant Dawn.

We'll certainly pass these comments on.

We can see on the system that Dawn has responded quickly to you regarding your initial enquiry and in confirming your appointment, with both a telephone and email follow up, once you had completed your viewing.

The sales centre is closed on Tuesday and Wednesday, so we apologise for the delay in a response, but we can see that Dawn has called you in response to your email and we hope that she has been able to fully answer any questions you had.

Hopefully you could now illuminate that fifth star :)

Have a good weekend.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年7月13日

Hello Adele

Thank you for your recent review.

We’re disappointed that you feel that our service has not been delivered to our usual high standards, as we always aim for 5*

All plot specific incentives are clearly advertised and these appear on the plot listing on the microsite on our website, the physical price list and the price list was included with our Viewing Confirmation email, which was sent to you dated 16 June 2022.

Part Exchange was not listed and is not being offered on any plot currently.

We have now discussed the point that you have raised, with our Sales Consultant Dawn and she has stated that she did inform you several times that Part Exchange was not on offer, and it appears that you insisted that she ask the question anyway.

We failed in that, prior to Dawn finishing for annual leave, she forgot to communicate this question in her handover to another colleague and so this was missed.

Therefore, we apologise for not coming back to you, to tell you what we’d already told you.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年7月4日

Hello Helena

We hope that you're well.

Thank you for your recent review. We're pleased that our Sales Consultant was able to deal with your enquiry to your satisfaction.

Kind Regards

Eccleston Homes

Eccleston Homes からの回答

2022年7月4日

Good Afternoon

Thank you for your recent 5* review regarding the service that you have received from the team at our Garrett Manor development. We'll pass your kind comments on.

We're sorry here that you missed out on one of the properties there.

Our team at Christy Brow will stay in contact with you regarding new releases there and hopefully we can welcome you into your new home soon.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年6月27日

Thank you for your recent review.

We’re disappointed that you feel that our service has not been delivered to our usual high standards and that you feel that you have been treated unfairly by our Sales Consultant.

We have investigated the points that you have raised and following our telephone call to you today, we would respond as follows.

We have been in contact with you now for over 12 months and we can see from our system that you have received around 30 emails, regarding various sales releases, events, notifications, and appointments, along with around 10 follow up telephone calls. Our conversations with you will have also explained the reservation process and the documents and paperwork required. This information is also available on our website.

All those communications are written, or conducted, in a polite, professional and courteous manner.

On Friday 24 June 2022, we issued an email to our Garrett Manor mailing list at 16.32, advising the availability of our final home for sale at the development. The content of this email provided the house type, the price, links to our website and a link to our development pricelist. This mailout included an email to yourself. The email also requested that appointments were booked to view the show home.

As you are aware, all customer visits to our developments are by appointment only and this is clearly advertised on our website, on site signage and in all communications with customers and purchasers. We have worked in this way for the last two years and since the beginning of the first Covid restrictions. Our customers prefer this personal appointment time and so we have elected to remain on an appointment only basis.

Your original review stated that you had “immediately responded” to our mail out, but we can now see that your review has now been corrected to “19.57”. Our logs show that you emailed our sales centre at 19.57 and called at 19.48 and 19.49, stating that you would be at the development at 10.30 on Saturday morning to attend an appointment. Our sales centres close at 17.30 and so our Sales Consultant would have not have received your email, or known of your calls, until the next day.

When you attended the development on Saturday morning, you were waiting on the car park when our Sales Consultant arrived. We understand that you were then informed of the need of an appointment and that there were appointments already booked for the plot you were interested in.

You have stated in your review and during our telephone call that you feel that there is a bias towards some customers and that this is how you have been treated unfairly. However, our Sales Consultant was simply following our clear procedures for visits by appointment and that all customers who wish to reserve a property, must be in possession of the necessary correct and in date ID documents and Decision in Principle paperwork from a lender.

The requirement for in date and correct ID documents and lender Decisions in Principle paperwork is a standard requirement across the new homes and estate agency sectors.
The ID documentation is required under Anti Money Laundering regulations.

The appointments that were already booked had already supplied us with these documents and had confirmed their intention to proceed with the reservation of the property.

We believe that your documents were unavailable to you on your device. However, given the circumstances presented to our Sales Consultant and on the basis that the other interested parties may, (1) not attend the appointment, or (2) decide not to proceed with the purchase and, in an attempt to assist you, our Sales Consultant contacted a colleague on another development to see if they could assist. It was ultimately discovered that your documents were out of date and the lenders Decision in Principle was for an amount significantly less than the purchase price of the subject property. Our Sales Consultant advised that this paperwork would need to be updated and qualify for the correct purchase price.
Given that you hadn’t made an appointment, our Sales Consultant hadn’t received your telephone calls, or received your email from the previous evening, she feels that she assisted you in the best way that she was able, given the commitment that had already been made to other customers.

Unfortunately, timing is everything, and the property was reserved whilst you were dealing with the paperwork and our Sales Consultant had to advise you of this.

We appreciate your disappointment, but our Sales Consultant feels she did what she could given the various circumstances at play.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年6月27日

Good Evening Mr Hayes

Thank you for your recent 5* review regarding your new Eccleston Home at Lords Fold and the service that you have received from the on site team, Yvonne, Ian and Steve.

We're really pleased that you felt able to leave such a great review and the whole team really appreciate the time and effort that you have taken.

We do always strive to provide an excellent service and we're happy to hear that this has been well received.

We also appreciate your patience and understanding, in what has been, and continues to be a challenging time in the construction sector.

Unfortunately, unprecedented demand, across the sector, and as you have mentioned, Covid and Brexit has lead to supply chain and labour issues. We are constantly looking for ways to work around these and mitigate any delays.

We do understand that any delay is disappointing and again we appreciate your clear understanding.

Thank you again for your great comments and we all wish you good luck in your new home.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年6月22日

Hello Michael

Thank you for your recent review. We've passed your positive comments on to the colleague that handled your enquiry.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年6月22日

Good Afternoon

Thank you for your recent review and positive comments regarding the service you received.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年6月22日

Hello Roy

Thank you for taking the time to leave a review regarding the service that you received from our Sales Consultant, Martin.

We'll be sure to pass these on.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年6月22日

Good Afternoon

Thank you for your recent 5* review of the service you received.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年6月14日

Good Morning

Thank you for your recent review. We'll pass your kind comments on to Christine.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年6月10日

Hello Charles

Thank you for your recent 5* review and for sharing your thoughts on your experience at our Holland House Farm development.

We've passed on your comments to Louise, which we're sure she'll be very happy with.

Have a lovely weekend.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年6月10日

Hello Mr & Mrs Fujah

We hope that you're keeping safe and well.

Thank you for your recent review and for your kind comments regarding your new home and your experience with us and with Martin at the development.

We're really pleased that you're enjoying your new home.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年6月10日

Good Afternoon

Thank you for your recent 5* review and your positive comments regarding your experiences with our Sales Consultant, Martin and our Site Construction Manager, David and Bee in our Customer Services team.

We've passed these on to them and we're sure that they appreciate you taking the time to say so.

Thanks again and we hope that you continue to enjoy your new home.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年6月10日

Good Afternoon

We hope that you're staying well.

Thank you for your recent review and your positive comments regarding your experiences with our Sales Consultant Dawn. Just what we like to hear.

We've passed these on to Dawn, who we know will appreciate you taking the time to share your experience.

Regards

Eccleston Homes

Eccleston Homes からの回答

2022年6月10日

Good Afternoon

Thank you for your recent 5* review and for taking the time to leave such comprehensive feedback.

We've passed this on to both Amy and Tony and we're really pleased that you felt able to make such positive comments.

We also appreciate and acknowledge your understanding and patience of the challenges that we've been facing for some time with regards to supply chain and labour issues, which have unfortunately resulted in some delays for both ourselves and therefore our purchasers.

These delays are understandably frustrating for everyone involved and we do try to mitigate these where possible, to try and keep things on track.

Thanks again and we hope that you continue to be happy in your new home.

Regards

Eccleston Homes