Deeply unprofessional and disappointing experience – Buyers beware
I had an extremely disappointing experience with John Payne Estate Agents during the attempted purchase of a property at Grayswood Avenue, Chapelfields, Coventry.
After five months of preparation, correspondence, and costs, the sellers (she knows who she is) abruptly withdrew from the agreed sale, leaving me with significant financial loss and distress. Throughout the process, I acted in good faith and even agreed to pay 50% of a survey on a cracked bay window in their property, despite having no obligation to do so, simply to keep things moving, and because the seller literally begged for help, putting her solicitor, the intermediary, in a very uncomfortable position.
Communication from the seller to her solicitor was consistently slow, with responses taking up to a week at a time. The seller initially had a house to buy, but that fell through. She later said she would still proceed with the sale and stay with a family relative, but this option also failed. My suggestion for a short-term rental arrangement after completion (to help both parties complete and give her family accommodation during the festive season) was apparently never passed on, according to her solicitor, which only added to the delay and confusion.
Most concerning was the behaviour of Vanessa Millward, one of John Payne’s representatives. She was unhelpful, dismissive, and lacked basic customer service skills. In one call, she openly stated that the sellers’ withdrawal, and her lost commission, were my fault, which was both unprofessional and inappropriate. I told Ms Millward I didn’t like her tone of voice; when she asked what I said, I repeated that I didn’t like her tone. From our first interaction, her attitude was cold and, at times, arrogant rather than supportive.
The entire experience felt biased toward the seller and left me questioning the firm’s professionalism and impartiality. I have since raised a formal complaint with Mr John Payne himself and the Coventry Branch Manager but have not heard back. I also requested reimbursement for the costs I incurred due to their mishandling and poor communication, but there has not even been the courtesy of acknowledging my dissatisfaction.
In my opinion, John Payne Estate Agents failed to act with fairness, care, or transparency. Based on my experience, I would never use or recommend this agency again.