Berkshire Hathaway HomeServices Penfed Realty

"To respond, first we would like to apologize that this buyer has memories of a poor experience with us, it was never our intention. BUT, To be clear: 1) This complainant was NOT our client, but of the agent on the other side of a transaction; We are under no obligation to notify her of our schedule. We did notify OUR client. 2) We are NOT the sellers of the property, merely the agents for the transaction. (Our duty, when working with a seller, is to help market and sell, for our clients, a property; negotiate a contract offer; making sure that terms are clear and understood. But we are not in charge of enforcing them, merely documenting whether terms are honored or not. 3) Agents are NOT responsible for making repairs and repairs are not required to be completed UNTIL closing, and, whether the agent is absent or not has no effect on the repairs. The contract lays out exactly what options are available to either side of a transaction, including redress if they are not completed. 4) Agents are NOT allowed to communicate with another agent's clients, but only to the agents on the other side. (Although we can return communications, we are not required to. In this case, Peter was on vacation, and did not have email accessibility or phone accessibility. He didn't know that the client was trying to reach her. If her agent had tried to contact the other members of the team, we would have assisted her, if possible under the terms of the contract, and within our legal obligations to our clients.) We are not sure exactly what she thinks we did wrong here, and without more specifics about exactly what we did that was "unresponsive, dissmissive or late", we can't address them. We are sorry that she was not happy with us, but, to be sure, our client was. Our responsibility to the public (including clients on the other side) is to treat them equally, fairly and honestly; Our legal duty to our client is to represent their best interests to the best of our ability (within the law), which we did, do, and will continue to do."