Crawley, RH10
1/5, 9 reviews
0% recommended
100% lettings valuation accuracy
33% lettings fee satisfaction



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“Where do I start.Me and my girlfriend are first ......”

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May 28,2014
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Emma
By: 'Adz'
May 28,2014
5 people found
this helpful
Where do I start.
Me and my girlfriend are first time buyers. We found a property in Crawley that we really loved, went to view and the agent (Emma) did not enter to show us around because "It smells terrible" so we viewed it on our own, she was really unhelpful and couldn't answer any of our questions regarding property or its vendor with anything but " I'm not sure" or " I don't know".

They (Connells) informed us that it would go to best and finals which we understood to be everyone puts in their best and final offers and then a decision would be made there after and that we stood a better chance if we met with their mortgage advisor.

We put in our offer, then we were told someone had offered more but if we wanted to "up our offer" we could which we found a little bit odd. They then came back to us to say that someone else had offered xxx amount and actually told us how much the other people had offered and told us to up it again. This went back and fourth like an auction until we said we could not go any higher (17k over asking price)


They called us back later that day to let us know that we were now the highest bidders. We had spoken to the mortgage advisor who could not seem to get either of our names right even though we had met multiple times and also had our details on file. We also needed to bring in copys of passports and bank statements multiple times because they kept getting "misplaced"???

As I said previously we are first time buyers so we were not entirely sure about what to do and did not receive any help or guidance from Connells apart from the odd phone call to tell us "If we did not get a move on the property would be pulled out from under us and sold to someone else"

We went to view the house with our builder and the manager of the branch who's name is John, He turned up with what appeared to be a black eye/ he was also very reluctant to come inside with us because of the smell. He was also very unhelpful because apparently he had been away and was not up to date with the progress of our sale.

I could go on about Connells In Crawley all day regarding dodgy practice, horrible customer care/services, ignorance and all round inept. But all I really want to say is if you are looking for a Home or looking to sell your home. DO NOT USE THIS COMPANY OR ANY OF THEIR SERVICES NO MATTER WHAT YOU DO.

They turned what should of been a really happy and joyful time in our lives into exactly the opposite. you have 10+ other agents along that high street, do not be duped by low fees. Connells in Crawley are a rotten bunch of reject agents and their financial team are useless.

Would not use them again under any circumstances and would urge anyone else to stay as far away from them as possible.
What agent could do to change your mind?
obeyed the laws and regulations.
Attached Filesnbsp;
Was this helpful? Yes
By: James Gordon
Jun 16, 2014
"Dear Adam

I was present at Connells throughout the whole process of this sale and whilst both staff members are no longer in this branch I believe this needs addressing publicly as your review is utterly misleading.

You state we should have “obeyed the laws and regulations”. It is those very laws and regulations that seem to have caused your anger. We followed them stringently and were audited on this sale internally and externally. I’m unsure why you’re playing ignorant about what the laws are and distorting the issue for effect, they were conveyed to you numerous times when you viewed, offered and whilst the sale was progressing.

The house was a repossession. By law repossessions have to stay on the market until exchange of contracts. The highest offer has to be public knowledge. A public notice has to be put in the local newspaper stating what the current highest offer is and inviting higher offers. It is the most transparent all-be-it the most stressful sale process you can undergo.

Emma’s reluctance to enter the property is her discretion. Given the fact it was fumigated twice for fleas and I’m lead to believe a dog had sadly died in the property. The smell and condition reflected this. I conducted viewings on the property too but have a rather stronger stomach than my female colleague, I would never insist a member of staff went in against their will when the condition was as it was. Maybe she could have explained herself better but given the spurious accusations in the review and knowing Emma on a professional basis (I hear her explaining things to customers 9 hours a day) I would naturally assume she probably did. Any question that Emma could not answer on the viewing was due to the fact we are not furnished with any information about a properties history when it is a corporate sale, you were however told that.

It is clear you took an instant and personal dislike to Emma. That’s obvious from the very early complaint to our compliance department about her allegedly “Screeching up outside the property because she was driving too fast in her car”. In reality Adam, she was waiting outside the property for you in her car with the engine turned off as you were 10 minutes late, I know this to be fact, I took the call from her when she was outside asking me to call and find out where you were.

I’m not sure what she did to offend you to the point that you refused to speak to her on the phone when she tried updating on the progress of the purchase numerous times. I remember you putting the phone down on her at least twice as soon as you knew it was her on the other end, I just find that strange. She kept professional at all times yet you refused to speak to her, I struggle to comprehend your attitude unless she had been offensive towards you which she was not. She was getting genuinely upset by your un-warranted attitude towards her. This meant that various staff members had to deal with your sale and I’m afraid that will obviously affect the continuity of any effective working relationship or communication. We offer a one on one personal service when progressing sales in our branch but you made that impossible.

Jon met you at the property for a re-inspection and yes he had a slight black eye. He made you aware he had been in a car accident with his wife but this may have been quickly forgotten when you or your father became instantly aggressive and confrontational with Jon inside the property. Jon came back from that meeting visibly shaken yet somehow you've portrayed him as some kind of thug because he had a black eye, I find this offensive and I'm in awe of the audacity. I have never seen him shaken like that in over 16 years of knowing him. Jon wasn't up to date on the progress of your sale, not because he’d “been away” because it wasn't his sale yet you insisted the very person who was dealing with your sale didn't attend. I am thoroughly relieved it wasn't Emma who met you at the property the second time, who knows what poor state you would have left her in.

I understand the reason for the confrontation was your obtuse reaction to the recent telephone message you’d received from us, after you neglected to answer the phone, that message Emma urged you to take certain actions and chase certain aspects else you risked losing the property and it being re-marketed. This was a direct instruction from our corporate client and we had to relay that information to you asap. She was trying to offer advice and guidance with urgency, we were not, unlike your demeanor on the second viewing, making threats.

Luke, our in house mortgage adviser, sent the certified copies of various documents off to the mortgage business unit in Leighton Buzzard yet neglected to take triplicates (second for the lender and third to keep on file in our office). This is a company requirement and also in keeping with our legal duties under the “money laundering act”. Apologies you had to provide us with those again but this is not a mistake I feel is worthy of such a dreadful review or an accusation of “dodgy practice” especially when it proves exactly the opposite.

Our staff are anything but inept, we have a very experienced and conscientious team in Crawley who believe in treating people the way we wish to be treated ourselves. We strive to balance sales performance with an un paralleled level of service and want everyone to walk away happy, primarily our clients, the sellers (the people who pay our fees) but also the buyers who receive a duty of care far beyond what is generally expected.

I don’t think anyone could of done anything more from our side given your lack of cooperation and volatile, aggressive attitude. You should count yourself very lucky to have exchanged and completed on that purchase because if anyone in that office had of acted un-professionally they would have got contracts pulled on you when you started creating problems. I am proud of my team for fulfilling their duty of care to someone who in return was condescending, aggressive and volatile towards them.

I genuinely wish you all the best in the future and I’m sorry you feel we are in the wrong. I feel my explanation of the circumstances will be fruitless. In 10 years I don’t believe I have witnessed such irrational behavior from a purchaser. I have never refused business in the past so with the greatest of respect it comes as a huge relief that you will not use us “again under any circumstances”. I would not be doing my job properly if I recommended you as a “safe buyer” to future clients who trust me to sell their homes in a timescale that suits them with minimal stress. I would also be a poor employee to stand by and let you subject my fellow staff to such unwarranted stress and aggression again.

Yours sincerely

James Gordon

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Opening Hours
Address

Connells
57 High Street
 ,Crawley
West Sussex
RH10 1BQ
01293 515444

Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Lettings 100% 33% £825 £1,050
Review statistics
From Landlords From Tenants From Vendors From Buyers Other
0 1 0 3 0 0 0 1 0 4
Areas covered
  • RH10
  • RH11
Services offered
  • Sales
  • Lettings
  • Block Management
  • Surveys
  • Conveyancing
  • Mortgage Advice
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“Was the worst customer service with no respec......”

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May 12,2021
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John
By: 'Chakib'
May 12,2021
1 people found
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Was the worst customer service with no respect for their customers We had an appointment I got all documents we need then left me waiting outside for sometime after been rude and told me to wait outside...
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“Really disappointed of their services , unpro......”

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May 12,2021
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By: 'Chakib'
May 12,2021
0 people found
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Really disappointed of their services , unprofessional was no respect for a customer first time buyer bringing all documents they need I won’t recommend them for any service...
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“Worst experience ever...”

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Mar 25,2019
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By: 'RJain'
Mar 25,2019
0 people found
this helpful
The agent was highly unprofessional and had 3 viewing back to back for the same property. I was the first one to view and confirmed the property on the spot. I was told they still have to honor the rest of the viewings out of courtesy ...
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“Awful...”

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Mar 20,2018
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Vicki
By: 'Matt'
Mar 20,2018
1 people found
this helpful
Truly the worst estate agents I have ever had the displeasure of dealing with. Long story short, decided to rent a property through Conells. Was constantly messed around by the branch, to the point that on moving in day, I was told I could no ...
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Comment on agent fees
Overpriced for such a poor service
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“Do NOT use this agency.They will constantly pester you ......”

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Mar 24,2016
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By: 'Ad'
Mar 24,2016
7 people found
this helpful
Do NOT use this agency. They will constantly pester you to take a mortgage out with them and as soon as you say no your cards are marked. Lost out to a mystery investor however was told if I took out a mortgage with them ...
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What agent could do to change your mind?
Bad
Attached Filesnbsp;
Comment on agent fees
Bad
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“Dreadful experience. From phantom buyers, to no shows to badly ......”

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Sep 26,2014
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By: 'disapointed.'
Sep 26,2014
2 people found
this helpful
Dreadful experience. From phantom buyers, to no shows to badly vetted buyers. Dont go near these clowns with a barge pole. After finally finding a buyer 7 months later they expect us to pay them the commission for a sale they didnt arrange, completely ignoring the ...
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What agent could do to change your mind?
Done their job properly!
Attached Filesnbsp;
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“Where do I start.Me and my girlfriend are first ......”

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May 28,2014
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Emma
By: 'Adz'
May 28,2014
5 people found
this helpful
Where do I start. Me and my girlfriend are first time buyers. We found a property in Crawley that we really loved, went to view and the agent (Emma) did not enter to show us around because "It smells terrible" so we viewed it on ...
read full review
What agent could do to change your mind?
obeyed the laws and regulations.
Attached Filesnbsp;
Was this helpful? Yes
By: James Gordon
Jun 16, 2014
View all comments (1)
"Dear Adam I was present at Connells throughout the whole process of this sale and whilst both staff members are no longer in this branch I believe this needs addressing publicly as your review is utterly misleading. You state we should have “obeyed the laws and regulations”. It is those very laws and regulations that seem to have caused your anger. We followed them stringently and were audited on this sale internally and externally. I’m unsure why you’re playin ...

“Another awful agency in a sea of awful agencies. Don't ......”

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Dec 05,2013
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By: 'angry'
Dec 05,2013
5 people found
this helpful
Another awful agency in a sea of awful agencies. Don't buy from them as they will lead you into unnecessary credit checks which will effect your credit score when they are well aware your offer has not been accepted. They told us that our offer ...
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What agent could do to change your mind?
The agent should not have lead us to believe our offer would be accepted upon a credit check when they already had a cash buyer.
Attached Filesnbsp;
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“Connells Crawley ƒÂ¢¢â€šÂ¬¢â‚¬Å“ Connells mortgage or no sale! Extreme Lying I ......”

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May 19,2013
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By: 'Bektin'
May 19,2013
7 people found
this helpful
Connells Crawley ƒÂ¢¢â€šÂ¬¢â‚¬Å“ Connells mortgage or no sale! Extreme Lying I just want to share my shocking experience with the estate agents Connells Crawley branch. Basically, myself and my husband viewed a property and put in an offer of the asking price. We were told by ...
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What agent could do to change your mind?
They should not have lied to us or blocked our purchase
Attached Filesnbsp;
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By: clarebrasschick
Apr 01, 2014
View all comments (3)
I have had exactly the same problem with Connells in Eastleigh. Didn't want their mortgage advice and low and behold after speaking with a seller who was desperate to sell I put the first offer in for the full asking price. Connells then fobbed me off for 3 days saying that as it was a Shared Ownership property they had to have agreement from the housing association before my offer could be accepted. What a load of rubbish - I rang the housing association who confirmed they do not get involve ...
No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.

Complaints Procedure

All complaints can start out verbally to a senior member of staff (Senior Negotiator/Branch Manager)

If it is of a more formal nature please put in writing to the Branch manager where it shall be acknowledged within 3 days and responded to within 7.

If the response is not satisfactory you can escalate it to our Area manager or compliance department based at head office.

We are also a member of the Ombudsman of Estate Agents. Should your complaint not reach a satisfactory conclusion within Connells. They are independent from Connells. We are also subject to Trading Standards and the OFT.
Last updated at 3:47 PM 24/06/2014 by James Gordon

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