Cheap, did the job, but not as "hands on" as a High St Agent

eMoov.co.uk Estate Agents - www.emoov.co.uk
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NylahDunn334's review of eMoov.co.uk Estate Agents - www.emoov.co.uk

“Cheap, did the job, but not as "hands on" as a High St...”

★★★☆☆

written by NylahDunn334 on 22/12/2014

I've left an average rating for Emoov because they did save me money on the Estate agency fees, but I felt the experience was a poor one compared to a High Street agent.

The photo work and listing process was great. I was pleased with the photos, added a couple myself and the listing was approved. We went live and we got a viewing within a few hours.

We showed the buyer round the house and they decided to make an offer a couple of days later, which Emoov passed on without problems. We accepted.

So far so good, although we were only passed details of one enquiry which seemed odd. This initially pleasing period is the only reason I haven't rated them as "poor" as there were positive aspects.

The solicitors were then engaged and at this point, Emoov seemed to lose interest. Having sold our property in early September, we last heard from them on 23rd September when they told us of a change of solicitor's details at the other end. That was then it until the property completed in December. No chasing, no touching base, nothing. I felt this was contrary to their website saying "We'll oversee all the way to completion" as this implies some sort of contact. In the past, traditional "high street" agents have kept in touch throughout, ringing Solicitors to find out where they are up to, reporting back, smoothing out any wrinkles and checking everything was ok, but it felt to us that having got the acceptance, they weren't interested. What annoyed me was that I chose a payment option to leave a balance on completion - more expensive but I felt this might motivate them to "see it through".

When I complained about this pointing out that I didn't hear a thing from them in nine weeks, I was asked to phone them, which I did. I spoke to a lady and I have to say, I felt very patronized - especially when she told me "we can't phone you every day" because "high street agents have only six or seven clients and we've got thousands" - not really what I was saying - once or twice would have been good - perhaps to speak to the solicitors and check it's all going ok. They told me however that their policy was to not get involved after the solicitors were instructed unless contacted with a specific problem due to legal matters. My buyer also told me she'd spoken to them to find out what was going on but they seem to have no record of that conversation.

I'm really not happy about the after sales service because having taken the time to contact them to give feedback, all that's happened is that I've felt patronized and they've repeatedly said "we sold your house for in excess of the asking" or "we've saved you £5000" etc and basically just argued with me. She even told me I was the only person who'd complained about not being contacted during the sale process - I find that hard to believe.

Overall, I saved about £2000 on the cheapest High street agent quote, and the property was listed as "guide price" so it wasn't really just them who got the price - it was our hard work and viewing handling. They did sell it however which is the important thing, but I felt that they lack of intervention and monitoring unnecessarily ramped up the stress of the whole thing.

I'd say that they will save you money on fees, but based on my experience, don't look forward to lots of contact and a lot of help from them - I feel that they're really just a portal for a quick, cheap sale. Their after sales service was (in my opinion) terrible - I don't expect to be argued with if I'm unhappy about something and point out that their website isn't exactly reflective of their approach.

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