“Redditch branch could give buyers a better service...”

Nov 27,2018
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By: 'Annoyed Buyer'
Nov 27,2018
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From many of the other reviews on here it appears that sellers are happy with AP Morgan's service but, from a buyer's point of view, the staff at the Redditch branch demonstrated a lack of communication at every step of the way. We recently bought a property through them and there was an exceptionally slow start followed by constant delays in getting answers to our questions. We had to continually chase them for information and received a very lax response each time.

We have a large portfolio of rental properties so we are very familiar with the buying process. First of all my initial enquiry email sent to AP Morgan via their online form was totally ignored, even though I mentioned that we were cash buyers ready to proceed immediately. I had to call the office a couple of times to get an appointment to view the property that we were interested in.

Once our offer was accepted there was an unnecessary week's delay due to the fact that the property information questionnaire had not been updated with the correct length of lease information – There was an alarming 54-year discrepancy and this was despite the fact that the same query had emerged on the previous sale that had fallen through.

There were no purchase progression updates forthcoming and I wondered at one point if the vendor had changed his mind about selling to us as no one at AP Morgan returned my calls. At one point there was no communication at all from AP Morgan for 3 weeks until a girl called Laura (I think) called me asking me for an update. Surely it should be the other way around? – after all they are the ones in contact with solicitors on both sides of the sale. Incidentally the girl's name was hard to catch as she mumbled it so quickly so it could have been Laura? or Lorna? or Paula?

The only other times AP Morgan phoned me was when Klaudia (the after-sales 'specialist') called me by mistake, and then a second call a couple of months after the start of conveyancing when the vendor suddenly needed to complete a week later. Fortunately we are more on the ball than the estate agent and we were ready to complete.

There was an unnecessary delay on key collection. The agents made us wait until 5pm before we could pick up the keys but the vendor had told them he had vacated earlier in the afternoon. Even then the only key we were given was the one single front door key that was used by the agent to do viewings. It was not the full set that the vendor still had with him which included those for the patio doors, post box, utilities cupboard and communal entry door. AP Morgan's staff seemed to think it would be perfectly acceptable for us to waste more time going back in to their office the next day to chase around for the other sets of keys and we wouldn't need to do meter readings or get to the contents of our post box – presumably they thought we'd be okay with the delay, after all that's the level of service we had come to expect from them. It gives you an uneasy feeling that someone else you have never met still has a full set of keys to get into your property and you have no access to your own locked post box!

Alaina was good at showing us around the property initially but the rest of the team seem to have a problem with communication and updating the database with salient information.

Laura in particular has a unique talent for being able to hold a conversation entirely with herself as she rarely gives you an opportunity to answer her questions on the phone. She hurriedly skips through details, assumes what you're going to say and then and says bye before you've had a chance to cover all aspects of the reason behind your phone call in the first place. Most annoying.

The person we bought the property off had their post re-directed but someone else who lived with him didn't. This resulted in us receiving a lot of official looking post for them. We took the first two batches of unopened envelopes to the estate agent's office for them to pass them on. They were unable to give us a forwarding address for the previous occupants due to data protection reasons. The girl on reception suggested we should drop all future official looking post round to them for forwarding on to the seller. We told her that we didn't have the time to keep dropping off mail for the previous people and we advised AP Morgan that all future mail would be 'returned to sender' – official looking or otherwise! The agent's attitude was rather lax and non-committal. We left their office still unsure whether the important message would be passed on to the seller.

Unfortunately you cannot choose the estate agent when you're a buyer, so just be prepared for a lack of communication if you see a for sale board for these guys outside the property you want to buy.
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AP Morgan Estate Agents

12 Church Green East Redditch
Worcestershire
B98 8BP

01527 406956

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