Sam
Collected on:
Awful Service
Tracey has been handling my case for a sale and purchase. My partner and I are furious with the way this case has been handled as we have been met with unprofessionalism, argumentative conversations, poor communication, and passive aggression. We've also noted a severe lack in urgency while we have been getting pressure from all parties involved.
My partner tried to get in touch with Tracey but got through to Sharley. During the conversation my partner was trying to understand what was outstanding on the cases and how long we could expect it to go on for. Sharley was combative and argumentative and tried to stop my partner getting the information that we needed to chase. My partner had to firmly stop Sharley from interrupting her while she was speaking as Sharley kept butting in trying to argue.
On the 22nd of August I got in touch with Tracey regarding the enquires left on my property. She informed me of the details and I offered to assist her with the chasing. As part of this I wanted to site how long Tracey had been waiting for one of the parties to respond and she informed me that she initially tried to contact Sage on the 24th of July. She only raised this issue with me on the 22nd of August. I was appalled to find out that Tracey had attempted contact with Sage once and waited almost a month before informing me of this and asking me to chase. This is unacceptable and shows a complete lack of proactivity and care from Tracey.
Tracey has not chased any parties involved, or will only chase via email. Tracey had raised questions with a management company regarding my property and was quite happy to leave them to respond, despite me stressing the urgency of this given that we are being pressured by all sides of the chain to complete yesterday. Completing yesterday was a stipulation from the developer at the top of the chain as part of a £10,000 reduction in price on the property I am purchasing, I hope they do not stick to this stipulation. After contacting them and not getting a response I rang them and following a half hour conversation they had agreed to resolve the problems we needed. Speaking on the phone for half an hour is not difficult, yet it was avoided by Tracey for some reason so I had to step in to resolve the enquiries from my buyer. I have a full-time job and I've had to take time off and time out of work to fulfil the requests that Tracey would not follow up on.
My partner and I also suspect that Tracey and Sharley are dodging our calls. My partner experienced it first, her calls to Tracey and the team went directly to voicemail; previously they would have been redirected to a receptionist. My partner even experienced it where her calls were picked up and then quickly put down as she started speaking. I have called them since and got through to a receptionist and I requested a call back, and instead received an email 4 hours later, this is has happened multiple times. Since then I have tried to reach Tracey over the phone 3 more times and the calls have been dropped where it would have previously been picked up by a receptionist. This lack of communication has left me in a difficult position where I am now relying on our progression manager to relay messages to and from Tracey, or emails which are not always responded to in a timely manner.
I chose ANB Law despite their fees being higher than others on the recommendation from my estate agent and I regret that decision. I assumed the higher fees would give me a better service where my calls are answered and I would not have to spend time trying to understand legal documentation to then chase third parties. This entire experience has caused me no end of stress since we first started the process of selling my property and purchasing my onward chain.
I'm also in a position where I have to hope that the developer at the top of the chain is agreeable enough to not remove the offer of a £10,000 reduction in price so that I do not lose out on this huge price drop.
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