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Miller Metcalfe Surveyors

A very bad experience that kept getting worse.

I filled out a quote form on Miller Metcalfe's website and was then called by them everyday until I agreed to use their service and gave them my credit card details. I indicated that I wanted the survey done as soon as possible and they said that there was a local surveyor in the area, that that would not be a problem and that they would get back to me ASAP. After hearing nothing for a week after that, I called them, and thus began their giving me several different stories about what was delaying the survey. I had to chase them at every stage of the process, which took double the amount of time they led me to expect initially and delayed my conveyance and ability to move in to my property. When I filled out their customer feedback form and said that I was a long was from 100% satisfied, they said that their '100% satisfaction guaranteed' promise on their website was 'subjective' and that I did not qualify for any kind of refund. The customer feedback representative who had asked me for this feedback was rude and unhelpful. It also finally turned out, from the survey that my mortgage provider did, that the Miller Metcalfe survey also missed the fact that an internal wall had been removed.

10 January 2013

Reply from millermetcalfesurveyors.co.uk

It was very unfortunate that we were unable to meet Ms Keenan's expectations in this instance. Despite our large network of surveyors, the postcode of the subject property was only serviced by one surveyor who, at the time of the enquiry, was on annual leave. Therefore, we were unable to schedule the inspection within our usual turnaround time. Ms Keenan was advised of the proposed date of inspection (13 August) by email. The inspection was completed on that date. The estimated date of delivery for the report was indicated to Ms Keenan as 16 August. Due to the complexity of the report and the required quality checks being applied, the report was delivered by email with a slight delay at 10.27 on 17 August.
Prior to the inspection, there was no indication given by Ms Keenan that there was any specific urgency relating to the delivery of the report. We work hard to meet our customer's expectations by discussing their needs fully at the initial point of enquiry. Should we be unable to meet the delivery deadlines required by the customer, we advise them of this to enable them to source an alternative provider. It was regretful that, due to unusual circumstances, we were unable to meet Ms Keenan's expectations to acheieve the 100% satisfaction she required.

S Keenan´s profile

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S Keenan
Reviewer
United Kingdom

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