Utterly disgraceful service
Utterly disgraceful service. Misinformation from the legal team regarding reimbursement of my money paid by error. Maintenance money was taken by direct debit as I was not aware I suppose to cancel it. I contacted the company 4 times I was advised by a couple of people that it would be sorted and my money will be returned. As it was not happening I called again and was informed that they would keep my money even though it was error. What an awful customer service!
Reply from Encore Estate Management
Hello Katarzyna and thank you for getting in touch. We believe you’re referring to a property at the Life Squared development. By way of explanation, when a property sells, apportionments are agreed between the two parties. As we are not privy to those arrangements we generally can’t assume that a direct debit payment should be returned – returning funds to either party may undermine the agreement made on completion.
We’ve reviewed the file and can see that we advised your solicitors of the following:
“Please ensure that when completion takes place that the direct debit is cancelled by your client promptly. If your client makes a payment in error following completion, we will not be able to refund the service charge and this will have to be resolved between the two parties directly. We would also ask you ensure that any outstanding administration fees relating to the payment plan are settled prior to, or on completion.”
This was outlined in the sales pack, and re-iterated in our email to your solicitor on 24th July, just before completion. Unfortunately, we can’t see any correspondence where we’ve committed to returning any payments, presumably you’ve had discussions over the phone, and we can only apologise if the message you’ve received has been inconsistent.
Moving is stressful and things like this can be easily missed - having just reviewed the file to see how we may best assist, it appears you have already submitted a successful indemnity claim via your bank and that you either are, or will shortly be, in receipt of the funds. Of course, if you are not referring to the 1st August payment and the matter remains outstanding, please get in touch and we can assess how best to help.
