Keystones Property Reviews

4.93 Rating 198 Reviews
98 %
of reviewers recommend Keystones Property
Merchant Metrics
Customer Service
Communication Channels
Telephone, Email, Live Chat
Queries Resolved In
Under An Hour
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About Keystones Property:

Keystones Property – “Our Service Is Key” - Keystones Property is a privately owned, family run, independent estate agency offering a wide range of expertise in residential sales, lettings and management. The company ethos is based around a high level service bringing a quality customer experience to our clients. Based in Collier Row, RM5 we operate mainly in the Essex Areas to the East London Borders.

Keystones Property – “Our Service Is Key”

Keystones Property is a privately owned, family run, independent estate agency offering a wide range of expertise in residential sales, lettings and management. The company ethos is based around a high level service bringing a quality customer experience to our clients. Based in Collier Row, RM5 we operate mainly in the Essex Areas to the East London Borders.


We offer:-

• Free valuations - sales and lettings properties
• 24hr management line (only managed properties)
• Accompanied viewing - up until 9pm
• Rightmove, local and online advertising
• High level customer service

Experience Keystones and experience a company who will go the extra mile for the client. We also pride ourselves with over 30 years sales and lettings experience, plus an extensive knowledge of our local surroundings.

Visit Website

Phone:

01708909100

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Anonymous
Anonymous  // 01/01/2019
Sellers - Keystones Collier Row took on the sale of my property in November 2018, and it took 1 year to sell.

During this time I found myself suggesting to them, the current market value rather than they advising me. (It being over priced).

Having been present during a client viewing, I was disappointed with the presentation as I felt there was little enthusiasm portraid.

And finally, ensure you check your final Statement for the Agency Fees. We were charged as if the property was sold at a £15,000 higher selling price. (Keystone did refund the overcharge). This they put down to clerical error.

Others should be made aware, errors do happen, and be advised to carefully check their final invoice.
Dear Mrs S

Firstly I want to say Thanks for your honest review.

I agree with a few points, however, I feel there are a few points that were missed out by yourself.

When you listed the property with us, you failed to mention that you had listed this property on with 2 different agents before us who gave you £50,000 higher valuations than me. You wanted to meet me in the middle and put the property on at £25,000 higher than I suggested, I agreed as I did not want to lose your business and adhered to "giving it a try."

You mentioned that no other agent gave you feedback.

I have it recorded that we gave you feedback after every viewing and every 10 days without fail we tried to call you to discuss the property and our services as a client. We do this to all vendors, so you cannot fault us here.

Even in the last 2 months during your sale you were only available via email and never on the telephone, sometimes it is hard to explain a whole sales chain to you over email, but we went the extra distance and didn't just put you to the waste side as a client, it is not what the company is about.

The little enthusiasm on the viewing is something that we have discussed as a team, we have regular training internally and looking at your complaint, this was on a 2nd viewing and the people bought the house. On 2nd viewings we generally don't say much and let the client take the property in.

Re: The Final Statement and the overcharge, this should have been picked up by "your appointed solicitor" this is why you pay them and this should be a complaint aimed at them.

When this was confirmed you were refunded in 24 hours.

My conclusion is that I don't think that clearly this was the perfect sale, and there were probably a hundred and one things we can always do better, however, I believe we were better than you were suggesting.

We sold your house, we constantly were on the phone to you trying to get you to drop the price, but you were advised by different agents that it was worth more, obviously it wasn't the case.

Thank you for your custom and thank you for your review.

Regards

Scott Jay
Keystones Property
Owner
Melissa didn't pass over the appointment to Scott for me to collect my keys even though she emailed me saying she had. It then meant I waited 15 mins before I phoned the office and then 40 mins for Scott to arrive as he wasn't aware. Also I asked if I could get access to the property before the date of move in so i could measure windows for curtains as without them I can't move in as the bedroom is entrance facing and there is nothing there... I was told no it couldn't be achieved and as such it has meant I'm paying rent for 4 days in a property I can't move into whilst curtains are being made as the windows are not normal size. I just think the service could have been better all round... also on the day of my viewing I rung the buzzer 5 mins before my appointment and no one was in. I then sat outside the property waiting for the agent to arrive, after 30 mins I called the office and was told he just left as I didn't show up. There was no way he was there as I was outside the property and no one came or left whilst I was there waiting... it then took 15 mins for him to "come back"... it just seemed you was very quick to ask for payment of which I did within 15 mins of requests, but not so keen to help or deliver against pre arranged appointments. The biggest issue for me was not allowing me any access before to measure windows so now I have paid for days I can't sleep in the flat!
Dear Katie,

Honestly upset about this review but am also grateful as feedback regardless is important to my company. Firstly you are first negative review inside 131 online reviews over facebook, all agents, reviews.co.uk, google, etc...

Hands held up, the appointment was not in the diary and during the crazy snow week we have been having it took me 40 mins to get from Collier Row to Chingford and we made an honest mistake of the appointment not being in the diary so we were late, we take full responsibility for this. However, on the first appointment my colleague Ross was inside the flat doing other appointments when you mentioned that he was late, so this is impossible. He left the appointment after the time that you were booked in for and you were apparently in this initial parking space, meaning that you were late and he had to come back because he thought you were not turning up without a call or explanation, so I disagree with that comment.
Payment was asked immediately because it took you 2 and half weeks to get your bank statements over to us and you signed a document one month ago saying that move in monies has to be in our client account at least 3 days before you move in so you had a month of notice in regards to this.

I don't agree with you whole review but the first part I do, going back to measure the windows before you have given your bank statements or paid is something that we wouldn't have let you do, quite rightly I wouldn't advise my staff to go back there, so apologies that this was not to your liking. But I will defend my staff on this matter.

My aim is to make this up to you somehow and during your tenancy we hope you will write the company a new positive review.

We are grateful because as an owner, I learn more from criticism than from praise.

Regards

Scott Jay
Director
Keystones Property is rated 4.93 based on 198 reviews