How much to expect from an EA?

Red_Elle

Am hoping to get some advice from other people who are buying/selling or even ex/estate agents themselves. Not really sure how much to expect from people. I work in a similar type of industry and I know I provide a much better service than I have been receiving, so it makes me even more angry.

Today I called and let rip with them, as I have had it.

The background is this:

Went to 6 agents to get valuations. They all gave pretty much the same valuation. Asked them all loads of questions and negotiated them all down on rates. Chose one based on the level of service that they promised. However, this promise has not materialised.
They came round to take photos and it took a few days to get onto rightmove - is this normal? They said they were very busy.
It didn't have floorplans on rightmove, even though they said it would have. They questioned me about this saying that they didn't think that rightmove could put on floorplans - a worry in itself, as surely they should know this.
They didn't send out our details to us to check them before they started marketing and they had made errors with the details and the floorplan.
They didn't send me out terms until I called to ask for them and I received them a week after I appointed them. I had negotiated 2 weeks sole. There was no mention of a notice period or anything when I met with the agent. Having never done this before I thought that 2 weeks sole meant that I had to give two weeks notice if I wanted to use someone else. I think I was probably wrong. The terms showed 2 weeks sole and then 2 weeks notice. I can understand why an agent would do this, but they knew that I wasn't aware of this and let me think I just needed to give 2 weeks notice to get my business.
We had one buyer not show up. This is obviously not their fault, but they didn't call me to let me know why or anything (after I told them about the no-show). The next buyer didn't like the house for a really silly reason (again not their fault), but they didn't call me to let me know - I had to chase them.
The next buyer they did call me about with feedback. The next two buyers (on Monday) they haven't been able to get hold of. I had to call about them about this.
I fully understand that agents are at the mercy of the people and sometimes people don't show, or they don't give feedback. That is not my issue. My issue is that I am paying for a service and I am not getting it. I have used them because I am busy and don't have time to keep chasing. They surely should be calling me.

So anyway, onto my call tonight. They basically gave me the excuse that they have so many viewings a day and are really busy and don't always remember to call.

It's not my problem they are busy and it's not an excuse. If they cannot handle the amount of business then they should turn business down or take on more staff surely? I feel like they said all the right things to get the business and now they couldn't care less.

I agree that they have done their job in getting people round, but they are getting no committment from people if they are not getting feedback.

I work for an agency and I know plenty of candidates who complain that they never get feedback from clients when they have been for an interview (the agencies never call them). I ALWAYS get feedback. I would not deal with a client if they didn't give me feedback. I hound them until I get feedback and if they don't give it to me then I never deal with them again.

Am I right for expecting a good agent to have a good enough relationship with buyers to get committment to call them with feedback or am I expecting too much because I set myself a high level of committment to people? I really don't know. What I do know is that the service seems poor to me and I want to go elsewhere, but if someone tells me I am being unreasonable then I will take it onboard and shutup

This whole thing (amongst other things, like the house falling apart everytime we do the smallest of jobs!) is getting me down

Thanks for listening to the vent.

robwend

no your getting the same level or care as most from EA,and my situations not far off the same,and prob most on here

Doozergirl

I think the hard thing is that you don't really know until you've hired them. I chose the agent I'm currently dealing with because they get results. So, we're SSTC within two weeks but I don't ever get anything from them unless I call, even when they tell me they're going to call.

But, I deal with another agent who are spot on. They continually chase for feedback, they know exactly who we are when we call, if they don't have information, they promise me a callback and I get it - even if it's just to say they haven't got it yet.

It's like Russian Roulette.

Red_Elle

Thanks guys. I think the service amongst them all is likely to be comparible. If that is the case then we will ditch them and go with the ones that have a poor rep for service, but sell lots. We didn't go with them initially as they have a rep of being pushy. However, as buyers they have been the ones to call me all the time, send me info daily, weekly updates on what houses are still around and encourage me to go on viewings. They have also been good at getting back to me. People don't like them because they are pushy and get committment. I think that is maybe what we need though.

robwend

just remember that they are never ever going to do what you want them to do. coz they dont care! first rule to remember .also never expect a return call,and do most of the work yourself like chasing up searches ect, and if all else fails get your hubby to phoen em if like me you have fallen out with them coz of bad service and now they wont talk to you lol

Red_Elle

Not a bad idea about getting him to call, but he doesn't like talking on the phone much, so I tend to do that kind of thing. At the moment I am hating EA's :mad:
No wonder they have the reputation that they have. I know there are good ones out there - I bought this place from one and they were exceptionally good and always called.

bylromarha

You can put floorplans on rightmove...ours is.

Have you signed anything with these agents? Maybe they've been so incompetent that you can get out of their terms as you haven't agreed to them in writing!