“We originally listed our property with Purple Bricks which after a few months, we found was not the appropriate way to list for us. Our property is in a country area with 0.5 acre of land and the house needed a little cosmetic updating. The purple bricks rep over valued our property, photos weren't of the best quality and having to conduct all our viewings became tiresome. So we decided to get 3 more evaluations done..after comparing all, decided to engage Robert Cooney based on commission (1.5%) and we liked the rep.
Once we signed the contract, we never saw the rep again who'd said to us he would lead the home opens with the help of other colleagues when he wasn't able to. Then we had to pay £90 for aerial photos of property (most other agents include that in final fee). We had to request to have those sent to us via email though we had paid for them. On a positive note, most of the viewings were conducted professionally, except when i had to request for a couple of reps to ring me once the viewing was over, so i could return home. Had to remind them twice. It does need to be noted that it isn't the best time to be selling a country property in the UK, due to the current political situation. Having said that, we needed to sell, so asked about how much to reduce the price in order to do so. The price was reduced by £27,500(quite a reduction). Though that increased viewings, we were now targeting a different buyer and much lower offers. We were never consulted about what our bottom price was, that only being discussed after an insultingly low offer, which we were advised by a senior member to accept ( much lower than what we had originally paid for the property 5 yrs ago). I also overheard a junior member, during a viewing, advising the viewers that we were very keen to sell! We therefore do not feel our financial interests were at all looked after. Then we started to be asked to conduct viewings quite frequently because ' nobody was available for the next few days'. During a viewing conducted by us, we realised the brochures being given were just low quality colour photocopies.
With the second offer, we had to actually request for it to be sent officially via email. Much more can be said about the poor customer service we have received during the process of selling our house with Robert Cooney. We cannot compare them to any other agent, except Purple Bricks, which is a different way to sell, therefore not comparable. But we wouldn't really recommend this agent to anyone else based on customer service. We feel that they were not interested at all in getting the best financial outcome for us and looking after our interests. They were more focused on a quick sale ( which we did need) at any cost to us. We felt they were more focused on providing good customer service for the buyer and their interests, though we are the ones having to pay 1.5% commission. Commission is quite good in comparison to the other quotes we obtained from 3 other agents.
The advertising was adequate, though the brochures were of average quality.
We received a weekly report on the viewings and marketing reports and phone calls feedback after viewings.
During the offer, very little contact was made to update us on progress by Sarah and we had to chase up, finding that paperwork had not been processed delaying the offer by 2 weeks. Conflicting information was provided on legalities concerning disclosure of previous building surveys undertaken. In conclusion, this was our first time selling a property in the UK, the timing and urgency have not been our allies, but there was much that could have been done by Robert Cooney's team to support us, inform us correctly during a very difficult time for us. So the score reflects that.”
I was disappointed to receive your negative comments given the hard work and effort our team put in to facilitate your move back to Australia. I am sorry you did not experience a completely flawless transaction - that is always our goal and we work hard to ensure every client is treated to world-class customer service.
All feedback - whether it be positive or negative - is gratefully received and your comments enable us to incorporate some of the things we learned in this transaction to improve the experience for all our clients in the future.
“Bought a property through Cooneys. Polite staff who worked hard to find me a property but when sold subject to contract very little communication until completion day when was given a bottle of wine.”
“I found everyone in the office very helpful but it took awhile and a couple of requests to get the first viewing !
I was away for a few weeks but exchange of contracts and completion happened quite quickly on my return.
I enquired at the letting office and again response was slow, but it was over Xmas .
The suggested monthly rental and management fee quoted was below another agent who let the property in 4 days for a monthly rental of almost 10% more and a slightly lower management fee.
So overall a bit slow on response but lovely people in the office and really stylish offices . But not a good enough deal for the letting . And it was already on your letting books with a previous owner so you knew the property well .”
“Despite a poor start, a change of contact within the agency helped us finalize the purchase we made with Robert Cooney and I would seriously consider using them to sell our property should we decide to move in the future.”
“As a long-standing existing client, overall I can't fault the service and professionalism of both Sales and Lettings Teams. As a landlord I rely on Tilly's up-to-date knowledge and procedures and these proved invaluable when tested at the start of the year. Unfortunately this year there have been some occasions when I have been surprised and very unimpressed. e.g. an inexplicably lowball valuation; some rather inaccurate sales particulars and an inability to find me any suitable tenants.”
It is fantastic you have had good experiences with us - and obviously sorry that there have been some less so. Hopefully the fact that you have had such positive engagements with out company in the past means that we can continue to work together in the future.
“I'm afraid that you had nothing to do with the sale of 8 Trull Green Drive. I was staying with the neighbour and was talking to the seller, as a neighbour, and discovered that the bungalow was being relaunched onto the market. It happened to be the sort of property that I thought I would have to move to someday, and I was invited round to look at it. A couple of hours later after quite a few phone calls, I rang you up with an offer that was accepted.
I cannot comment on your prowess as an agent, and the degree of happiness that I may have experienced has, I regret to say, nothing to do with you.
You have had a vary profitable sale I would think!”