dwh.co.uk

Disappointing experience that left us stranded

Our experience with the company at this location has been very disappointing, leaving us in limbo for over six months. We initially inquired about their part exchange scheme but were told it was unavailable due to our property's status. They then suggested their “Move Maker” scheme, which was supposed to help sell our home while covering agent fees, but it wasn't clear that those fees would be deducted from their cash incentive. A third-party firm managed this process, limiting direct communication. We were required to sign an agreement that would impose a finder’s fee if we sold through one of their agents but didn't purchase from them. After accepting an offer on our home and reserving a plot, we were pressured to pay a £1,500 deposit for fitted wardrobes before contracts were finalized, which made us uneasy. Unfortunately, our buyers withdrew due to mortgage issues. The company initially agreed to keep our plot off the market while we searched for a new buyer but later suggested we lower our asking price to extend this. We complied in good faith, only to find our reserved plot was put back on the market shortly after. This was extremely disappointing, especially since the property was then advertised with fitted wardrobes as an incentive for new buyers. Despite securing another offer, we were informed the plot had already been sold and that no reduction would have been offered regardless. This has put us in a difficult position, having to decline a genuine buyer for our home. We are also trying to recover the £1,500 wardrobe deposit, but it's at management’s discretion now. While we understand a plot can't be held indefinitely, we feel misled and have not received any acknowledgment of our situation. I would advise caution when dealing with this service, especially their sales team, and recommend avoiding the Move Maker scheme, not committing to extras before contracts, and ensuring all agreements are documented.

Date of experience: Dec 06, 2025