We dealt with the Bexleyheath office personnel for our experience, this review relates to that. In summary, they completed the sale and were only slightly about 10% above my other quotes. Was I satisfied and would I use Apex again? No, a firm no.
We used them as recommendation (commission based) from an agent friend of mine. They are associated to a number of agents and so gain a lot of work via their paid commission it seems (standard practice I’m sure).
Early on, we regretted our choice, and come very close to changing solicitors mid process, we thought the chain would move faster so opted not to, if we’d known the actual timescales we’d have certainly moved away. Apex Law’s idea of customer service doesn’t feel 2022, and although I suspect this is a problem of the industry, it doesn’t make it right and it could be a point of difference for them.
To give some examples, we are first time buyers buying a house outside of the threshold a Help to Buy ISA could be used for. So, you’d hope/imagine that when sending out documents they’d not send documents that are irrelevant to us. No, they just dump 10-12 documents on you with zero guidance and zero advice on what needs and doesn’t need signing. It adds to stress, for no reason at all. And this isn’t’ something you’re paying for, the stress should be partially removed by their professionalism, it isn’t sadly.
Unless you’re buying/selling a property regularly, which for most is not the case, this doesn’t help. You can roughly work out what you need to do, but not wanting to slow the process, repeat documents etc. you may wish to contact them. They’ll answer emails, but never in a thorough way, and so you end up ping ponging emails. You cannot phone them or drop in of course. They are busy, I understand that, but this lack of upfront effort, creates reactive issues.
There is a huge assumption that you know exactly what to do, when to do it etc. In a more customer focused 2022, this feels like something from the 1990s.
On two occasions, we voiced these concerns and were met with a very defensive, borderline hostile return. We didn’t bother again, it was hitting your head against a brick wall.
They get a star for generally answering emails the same day, but consider comments above about the need to then ping pong the email for a few more days to get a proper answer.
Overall, as said, I’d take my chances anywhere else in the future, there was nothing horrific and the did get the job done (but hey are also regulated by the SRA I’m assuming), but it was just a needlessly stressful and unpleasant experience dealing with them
