We've just recently completed a purchase through Ellis, and it is confirmation at least that miracles do happen. At several points during the transaction we were convinced that Ellis were doing everything in their power to cause the purchase to fail, and were almost resigned to the fact that we'd lose the property we knew was so perfect for our family. We've got the keys and can't quite believe it!!
The root of the problems seemed to be the individual agent we dealt with. Kelly Zee has the capacity of appearing ultra friendly on the surface, but actually ridiculously unhelpful - even vindictive - behind the scenes. The property in question had had two previous (accepted) offers fall through, so we were a bit nervous there might be a problem with the house structure. However, after an inspection we made an offer (a torturous process in itself as Ellis are one of these agencies who don't seem to understand that "guide prices" are a ridiculous concept. If you're selling something, you just need one price not two!!) and after several increments it was accepted. Kelly stipulated that we MUST instruct our solicitor the following day, which we did. Two days later we phoned the office to check on progress, and to check on whether the house had been taken off the market. It was still on the market, and Kelly claimed that she had not heard from our solicitor. Strange. We called the solicitor who confirmed he'd contacted Ellis, but Kelly had not returned his call of a couple of days ago. Another call to Ellis, and by luck we spoke to another person in the office. We explained the situation, and the colleague kindly checked the "message book", which revealed that the solicitor's message had been taken - and it had even been initialed by Kelly herself, proving she did know we'd instructed as we advised. So why ignore it?
The next problem was Ellis's (Kelly's) absolute refusal to take the property off the market. We'd got over the hitch whereby she'd ignored our solicitor's call, but now - apparently - it's Ellis's practice not to take a property off the market until the valuation survey has completed. Hmmmm - anyone else notice the goalposts moving?? We were convinced Kelly was trying to keep the property on the market as long as possible, and felt nervous we would be gazumped.
Niggly problems continued throughout the purchase process, and we're sure most of these were petty obstacles placed in our path for no good reason. Workmen were allowed access to the property to provide quotes but we weren't allowed to accompany them. Paperwork and communications were inconsistent and unhelpful.
You can't chose which agent has the property of your dreams on their books, but you sure can chose who to sell through. For us, it won't be Ellis.
What agent could do to change your mind?
Been more helpful
Been less vindictive and obstructive
Stuck to processes - not moved the goalposts regarding taking the property off the market
Been someone other than Ellis!!!!