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Collected on:
Unprofessional and Incompetent - No one at Gilson Gray cares!
I am absolutely furious with the appalling service I’ve received from Gilson Gray in Lincoln. As a first-time buyer, I had high expectations for a smooth, professional process, but instead, I’ve encountered nothing but delays, frustration, and a complete lack of accountability.
What should have been a simple no-chain house sale has now dragged on for over months, and there is still no resolution in sight. The level of communication is shockingly poor. Emails and complaints are routinely ignored, with no response for weeks at a time. Even when I do manage to get in touch, it’s almost impossible to reach the right team, and when I do get through, I’m met with vague, unhelpful answers that don’t move the process forward at all.
The delays have been utterly unacceptable, and the entire sale might fall through because of the inaction on their part, again when this was raised still my case was not treated as urgent to high priority. I’ve had to follow up 20 to 30 times a day just to get a response, when they do answer, they can’t provide any real updates or details on the status of the sale, which only adds to the stress and frustration.
As a first-time buyer, I was expecting guidance, transparency, and timely updates. I have had to navigate this alone without the support of the professional service I have paid for. There has been no sense of urgency, no one has taken responsibility for the delays, and the lack of empathy or apology for the stress I’ve been put through is appalling. The people I’ve dealt with have shown absolutely no regard for their clients or the importance of completing transactions in a timely manner.
Gilson Gray’s manifesto proudly claims that "our clients are at the heart of everything we do," and emphasizes values such as being real, accountable, and committed. They state that these principles guide their actions and shape their culture. However, based on my experience, it’s evident that the individuals I’ve dealt with have failed to embody any of these core values.
Overall, my experience with Gilson Gray has been an absolute nightmare. They have wasted my time, caused me unnecessary stress, and shown a complete disregard for their responsibilities. I strongly advise anyone considering using this firm to stay far away—they will only make what should be a straightforward process far more complicated and stressful than it needs to be. I would not recommend them to anyone. Gilson Gray claims to leverage their "collective genius" and be true to the services they offer, but the lack of competence, professionalism, and basic courtesy I’ve experienced in dealing with this firm is a far cry from these ideals. Rather than feeling like a valued client at the heart of their business, I’ve been left frustrated, unheard, and deeply disappointed. Their actions, or lack thereof, are a direct contradiction to the values they so proudly state in their manifesto.
On top of all this, I formally escalated my complaint within the firm at the beginning of the month pushing for completion, but still, no one has taken the time to address my concerns or offer any kind of solution. This sale is at risk of falling through and they seem unphased, the buyer has also extended the deadline here to accommodate on 3 occasions and still nothing. This lack of follow-through only reinforces my belief that they are either incapable or unwilling to provide a basic level of service.
My experience with Gilson Gray has been an absolute nightmare. They have wasted my time, caused me unnecessary stress, and shown a complete disregard for their responsibilities. I strongly advise anyone considering using this firm to stay far away—they will only make what should be a straightforward process far more complicated and stressful than it needs to be.
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