Rory Mack Associates

We are really sorry that you feel that you have been let down by our firm, but in our defense would like to draw your attention to the following points. After we received your instructions to act, (20th April) we wrote to you on the same day confirming receipt of instructions at which point we also stated very clearly in the letter that we will be 'reporting back to you within 7 - 10 working days after inspection'. We also confirmed in the same letter that we had made arrangements to inspect the property at 10:00 am on the 26th April. We then proceeded to undertake the inspection on the 26th April, as advised and then set about preparing the report. On the 2nd May you emailed us asking for a progress update and within 2 hours of receipt of this email we replied confirming that the report was in the typing queue. We emailed you again on the 3rd May to confirm that we were hoping to get the report to you the following day. Despite our best efforts we were unable to get the report typed and proof read on the 4th. However, we did email you a copy of the report at 13:31 on the 5th May. To therefore re-cap: On the 20th April, we told you when the survey was being done (26th) and told you that we would get the report back to you within 7 -10 working days thereafter. This would have given us until the 11th May to get the report back to you, bearing in mind the 1st May was a Bank Holiday. We actually got the report back to you on the 5th, which was only 6 working days after we had carried out the inspection. To this end we do not understand why you felt that we had let you down or provided poor service, given the fact that we made is perfectly clear in writing what the projected timeline would be and kept you informed of our progress at all stages. We are also very disappointed to note that you submitted your review of our performance to ReallyMoving BEFORE you had even received the report, which rather undermines the authenticity of your review of our performance, given the fact that you had not even received the report upon which your review is obviously based on. We were aware that pressure was being applied to you by the vendor to progress matters quickly and in light of this acted as quickly as we could to assist you. Taking all of the above into account we do not feel that your review in either respects, correctly or fairly reflects the service that you have received. We take great pride in the work that we do and the quality of the reports that we provide, which is reflective of the otherwise excellent reviews that we get and the amount of repeat business that we receive from a considerable number of longstanding clients. I hope that the above clarifies the order of events and illustrates the inappropriateness of your review.