Edit 16/02 - following the reply from Robert we have contacted them asking what is untrue from the review and awaiting response. We simply cannot believe that they are denying that what we have stated is untrue, and judging by some of the other reviews I believe we are justified in saying their customer service and communication is poor.
Unfortunately the worst estate agents we have ever dealt with. Poor communication from the very first viewing of the house we purchased from them. When we arrived at our first viewing we waited for approx. 20 minutes and no one turned up and we had no calls, we called the office to find that they could not find the keys to the house. Another couple had also arrived to view the property and had also not been told that the viewing would not be going ahead. We were told we would have to rearrange for another time. We did eventually view the property and make an offer that was accepted, it was only at this point that we were told the house was going through probate, probate hadn't actually been granted yet and there could be quite a wait before we could actually get started with the contracts. In the end we had to cut communication with the agency and go direct to the company dealing with the probate for answers as they would only ever email them to chase up rather than get on the phone to get an immediate answer. We arranged three more viewings between putting the offer in and completion, the first of the three the agent was late which was disappointing but the second was an absolute farce. We had arranged to view the house on our lunch break with an electrician and we had made it quite clear that we needed to get in on time. Alas after 20 minutes of waiting - and again no phone calls, we were told that the agent was on the phone and hadn't forgotten. We were furious because it wouldn't have taken much effort for someone in the office to call us and let us know. After exchange we arranged for a final viewing and were told if we left proof of ID with them they would allow us to take the keys, then a few hours later we were told we couldn't - not a problem but we just didn't understand why they could not check this before telling us that we could. Just incredibly poor service. On the day of completion I called and asked them to check that they had all of the keys before we collected them and I was advised they did. Then on getting to the house we found that there were no window keys and no key to the garage and have had to fork out to get new keys and replacement locks. We had been advised that they would source keys for us but have never heard back from them since. We were also advised on a viewing that the garden would be maintained - this did not happen, and that the house and garage would be cleared prior to purchase and this also did not happen. So as well has new locks and keys, we also have to pay someone to clear the goods that they promised to clear. It is clear to us that they are not interested in customer satisfaction and only getting paid. I would avoid them at all costs.
17 weeks ago