I wish to thank Connells, Yate for their excellent service and their support with the sale of my bungalow, in particular, Sarah and James. It sold the first day it went on the market. Brilliant team work.
My husband and I had the most horrendous and appalling experience with this estate agent! If possible I wouldn't give them any stars at all. Below are the reasons why:
1. No communication at all - Every time we try to contact them we always end up on voicemail or "voicemail is full" making it impossible to leave a message. If you get to leave a voicemail there was never a call back. They are also NEVER responsive to emails. Or even if you get a hold of them mainly from Sharon the branch manager the response is - "Can't talk long I will be on a meeting soon", will call you back" With this response you feel rushed and guess what we NEVER EVER got a call back! That's customer service down the drains for you.
2. They fed our buyers LIES and WRONG information that they we were so close to backing down. If we hadn't stepped in and got in touched with our buyers ourselves, our buyers would have backed down from the offer. As communication from Connells was non-existent throughout the whole process, both our buyers and I agreed to keep each other updated as Connells' communication and customer service is absolutely rubbish - Making us do their job and they were NEVER EVER apologetic about this.
3. During the last 2 weeks before completion after months of radio silence and not caring at all suddenly we received frantic phone calls from Sharon imploring to get things done - when bearing in mind that she hasn't done anything at all to help us get to the final stage. By that time we were only communicating directly to our solicitors, buyers and vendor's estate agent and have decided to take Connells out of the equation as said numerous times they do not know what good communication and customer service mean.
4.On completion day, when we tried ringing the office to let them know that the house is clear and we have moved and that they can inform our buyers they can pick up the house keys. Guess what, and I was already expecting this NO ONE ANSWERED the phone, luckily this time their voicemail wasn't full and I was able to leave it a message. I didn't want to leave it just at that and message our buyers myself that they can go and collect the keys. Our buyers told us they never received a phone call from Connells about key pick up. And when they went to pick up the keys it was just handed over to them, with no congratulations, etc...
And yes, there are so much more scenarios similar to this. The process of house move and sell is stressful and enough and Connells caused more stress than actually helping us throughout the whole process.
So if you value excellent communication, customer service and being valued as a customer DO NOT EVER GO WITH THIS estate agent!
31st Mar 2021 (6 mo. ago)