Countrywide Conveyancing services review

mrj6j

[FONT=times new roman" , "serif]This is an email I sent to the CEO of countrywide conveyance. You may be interested in what I have to say but at the end of the day, giving them your business is up to you. I make no apologies for posting this review on here and it appearing on a number of sites including CIAO as I want as many people to consider my experience. I am not telling you to 'not use them' but be sure you know what you are doing and that all communication is recorded and noted!;[/FONT]

[FONT=times new roman" , "serif]From the recommendation of Sarah ...................., my partner....... and I took on Countrywide as the mortgage conveyance team to work through our move from ..................................... We had been told all the positive attributes of your company including the fact that you are the largest residential conveyancing business in the UK, that you are renowned for delivering great customer service and a fast turnaround.[/FONT]

[FONT=times new roman" , "serif] Over the many months that we used Countrywide for our move, our financial advice and all the legal side of the buying and selling of our new home and old property, we discovered that these key aspects of your company were not true. [/FONT]

[FONT=times new roman" , "serif] From our experience of Countrywide, I would use such words as deceitful, confrontational, single minded, disrespectful, rude, blas!, poor management and communication and a total lack of ‘care’ for the customer.[/FONT]

[FONT=times new roman" , "serif]I have spent many a day over the last months complaining about the treatment my partner and I have had under the wing of Countrywide and to sum up our experience we as your customer, have been made to feel wrong, the bad guys, like idiots, bad with money, un-cooperative, selfish. This is how your company has made us feel and when I have brought this to the attention of Countrywide, no one has listened. No one has taken on board our feelings, our needs, our comments about the harsh treatment, the loss of documents, the rudeness of staff towards us, the deceitful manner in which our money was organised and the total lack of consideration for what we feel was, and still is, right. Issues we have raised have been brushed under the carpet, ignored and treated as if they were nothing, a load of rubbish and not ‘your’ problem.[/FONT]

[FONT=times new roman" , "serif]I can split this into two main areas; [/FONT]

[FONT=times new roman" , "serif]Team SI[/FONT]

[FONT=times new roman" , "serif]Initially I only had communications with Team SI, who comprised of Paige, Sam and Lisa at ........................... Having complained about time periods, communication, disrespectful comments etc, Leanne began to oversee proceedings from 18/8/15 until she went on leave 24/8/15.[/FONT]

[FONT=times new roman" , "serif]The information outlined below is in relation to our experience of ‘Countrywide Conveyancing Services’ in the process of our sale/ purchase of .............................................................................[/FONT]

[FONT=times new roman" , "serif] Countrywide informing ‘Inspired’ Estate Agents that they were ‘not’ representing us in the sale of ..........................................., causing delay as the wrong information was initially recorded.[/FONT]

[FONT=times new roman" , "serif] Loss of important documents including our ID (they requested it for a second time months after we first provided it) and initial, which caused my partner and I much worry due to the sensitive information contained within it. They blamed Royal Mail. Claimed that this document was resent but this was not the case.[/FONT]

[FONT=times new roman" , "serif]Spoken unprofessionally about another solicitor and estate agents including laying blame with others for slowing the process down when this clearly was not the case. This information was confirmed as incorrect when relayed to ‘Inspired’ estate agents and the solicitors for .................................................[/FONT]

[FONT=times new roman" , "serif]Incorrect or misleading information given to estate agents (Taylors) to pass on to us (that we were close to exchange and should prepare for this when in fact we were nowhere near it due to the bottom of the chain. This occurred on more than two occasions).[/FONT]

[FONT=times new roman" , "serif]Incorrect or misleading information passed on between teams (told that we only had the EPC to complete leading to an assumption of exchange when this was not the case. Told that contracts were not signed, only to be told that this was witnessed, then to be told this was not the case). Taylors had ‘forgotten’ to do the EPC. [/FONT]
[FONT=times new roman" , "serif]
[/FONT] [FONT=times new roman" , "serif]A ver[/FONT][FONT=times new roman" , "serif]y unprofessional manner of communicating. (Sam and Lisa) talked over me, raised their voice to me. Communications often broke down as I simply was not listened to. I was talked down and on many occasions, made to feel that I had to be compliant. It felt as though I was being forced into certain decisions.[/FONT]

[FONT=times new roman" , "serif]Lack of management of the chain as a whole. Despite 3 Countrywide solicitors representing 3 out of 4 in the chain, none of them seemed aware or able to question why the bottom vendor had delayed instructing his purchase until July 16th when other parties returned theirs mid May and were expecting to move in the stated 6-8 weeks. This led to huge delays in the process and other vendors in the chain were unaware until the last minute that this had occurred.[/FONT] [FONT=times new roman" , "serif]
[/FONT]
[FONT=times new roman" , "serif]Very little communication with ‘Inspired’ estate agents and a lack of trust with them, not allowing them information needed to understand the position we were in and what effect this has on their vendors. These estate agents have tried on many occasions to follow up on the process without any luck in getting hold of Countrywide.[/FONT] [FONT=times new roman" , "serif]
[/FONT]
[FONT=times new roman" , "serif]Countrywide have stated that the date of completion (as dictated to us by the vendor at the bottom of the chain) was a ‘non-negotiable’ date as this had already been moved from the 25th September and the vendor was not prepared to move any closer. (This negotiation was very quick and did not involve the whole chain at the time of discussion. As we are all after as quick a completion date as possible, I feel that this date is being ‘forced’ onto the middle and upper chain although Countrywide totally disagree with this).[/FONT] [FONT=times new roman" , "serif]
[/FONT]
[FONT=times new roman" , "serif]Told by Countrywide that the process often takes 6-8 weeks. We will have been in the process for 17 weeks if we complete on the 10th September. I was told that a complicated move takes around 12 weeks but as most were using Countrywide, this should not be an issue.[/FONT] [FONT=times new roman" , "serif]
[/FONT]
[FONT=times new roman" , "serif]Told by Countrywide that an outstanding document (valuation) was missing, then to be told that it was with Countrywide, only to be informed later in that day that they did not have it and were unable to communicate with the mortgage people (unknown who they are as Countrywide would not give this information out. They then informed me that they’d be unable to obtain it until 5 days later. They seemed to have no knowledge of where this document was or who had it.[/FONT][FONT=times new roman" , "serif]
[/FONT]
[FONT=times new roman" , "serif]A total lack of communication with us in the early part of the process. Countrywide were asked on a number of occasions to email (address given) or call with any information in the first couple of months but they did not do this. ‘Inspired’ estate agents (not ..................) were in regular contact with us (approx twice daily for the last fortnight) to find out updates and to discuss our needs. [/FONT]

[FONT=times new roman" , "serif]We did much of the calling and emailing to find things out. We have not had the time to do this due to our full time jobs but feel that we have had to push Countrywide to do their job. We were told by Taylors to do this on a regular basis but have felt in the last month that it was almost a ‘we are doing your job for you’. Team SI blamed us for not contacting them to find things out.[/FONT]

[FONT=times new roman" , "serif]No apology was ever given throughout the whole process by Countrywide for the obvious delays and difficulties caused by poor organisation, management and communication. The only apology given has been from Matt (27/8/15) who felt as though the situation was unacceptable[/FONT]

[FONT=times new roman" , "serif]The need for us to get the executive office/ CEO involved as things were not moving forward (I sent you an email on 18/8/15). [/FONT]

[FONT=times new roman" , "serif]The consideration that after such a long process, delays, misinformed comments, poor communication and customer care and forcing the completion date at the end, money for this service (thousands of pounds) would be taken immediately funds are transferred without any consideration for compensation. It was.[/FONT]

[FONT=times new roman" , "serif]The feeling that we had no comeback at all for any of the mistakes made throughout this process due to the data protection and that Countrywide will not discuss those involved in any part of the chain or the teams involved (“Whilst I appreciate your request for details of Cardiff's clients valuation provider, their clients details and a contact in Cardiff that you can speak to, I regret that we are unable to provide this information to you due to data protection” Countrywide 27/8/15).[/FONT]

[FONT=times new roman" , "serif]We were offered no alternative completion date to the 10th September (earliest date given by lowest in chain) by Countrywide hence the feeling of being forced into this date. Made to feel as though if we did not commit to this date, we would be the sole people to blame for the collapse of the chain. [/FONT]

[FONT=times new roman" , "serif]Countrywide said ‘Countrywide are not forcing you to agree a date’ but the 10th September was our only option for a quick move based on the vendor at the bottom and his non-negotiable date and I felt that I had no choice [/FONT][FONT=times new roman" , "serif]but to agree to this.[/FONT]

[FONT=times new roman" , "serif]I made several complaints to Countrywide and the only people who investigated it were the very people I was complaining about. It was of no surprise that Countrywide found themselves to have done nothing wrong. This I totally disagreed with but again, no one listened to my fresh complaints on this matter.[/FONT]

[FONT=times new roman" , "serif]Sarah .....................;[/FONT]

[FONT=times new roman" , "serif]Sarah started well with many promises of clear advice, fast paced work by the legal teams as they were ‘in house’ and a quick move. A month or two into the process, we even said that we would recommend her.[/FONT]

[FONT=times new roman" , "serif]Sarah outlined from her calculations that at the end of the process, we would be looking at around £4000 owed to us. This amount was to be used for sorting the new house out which was made clear to her. Money, including the amount on fees, on moving, on stamp duty etc was outlined and we assumed it to be correct.[/FONT]

[FONT=times new roman" , "serif]Only when we had moved in to our new property did we find out it was not.[/FONT]

[FONT=times new roman" , "serif]We received the financial statements on the sale and purchase of the properties involved and were shocked in relation to the cash amount we were owed on completion. This was just over £260. This was a figure that Sarah ........................ had never mentioned. I complained to both Countrywide and ...................... estate agents and again, both said their figures were right and this was quickly dismissed.[/FONT]

[FONT=times new roman" , "serif]Sarah ....................(of Countrywide) at .........................., gave us bad/ misinformed financial advice where total amounts owed by us were infact not the totals owed; [/FONT]

[FONT=times new roman" , "serif]On seeing this figure owed to us (£260), I contacted Sarah and in a lengthy conversation with her, she said that based on HER calculations, we were owed £3363. She repeated the calculations to confirm this. This amount took into consideration all the fees, the early mortgage repayment fee etc. and was what we were owed once all fees etc were paid. [/FONT]

[FONT=times new roman" , "serif]I asked the regional manager, Caleb White to investigate. He said that in communication with Sarah, she knew nothing about this money owed. She did not know what we were talking about. Obviously something was very wrong. A few days later, Sarah had told him that it was to do with the VAT. But no VAT was discussed on certain amounts but not on others. Sarah and Caleb tried to make it out to be Virgin who had charged too much, and that the £3363 was for their charge. It clearly was not. Again, as a customer of Countrywide, I complained about the lack of clarity as to what was going on. Our financial advisor from Countrywide said we were owed the money throughout the process, and at the end, but then changed her mind. Countrywide say we are owed nothing.
[/FONT]
[FONT=times new roman" , "serif]I was also told by Sarah that a figure of £250 cashback would be made available to us at the end of the process. This too vanished and there is no indication at all of where it is. On calling Santander and Team SI, both clearly stated that all money has been paid. There has been no mention of the cashback.
[/FONT]
[FONT=times new roman" , "serif]On moving into our new home, I had thought that that was it. Our time having to complain, and be ignored by Countrywide was over. I filed a final complaint and received comments (Reference; R12089C) from Matthew ......... on Friday 27th November. Again, and I did not think this possible, Countrywide was saying nothing had been done wrong by any member of its staff. No poor service had been experienced. [/FONT]

[FONT=times new roman" , "serif]I could not disagree more.[/FONT]

[FONT=times new roman" , "serif]I contacted Matthew on the same day and he said that he would speak to Sarah about the money we felt that we were still owed. On getting back to me, he informed me that Sarah had incorporated this amount into the mortgage offer in order to get us the best deal.[/FONT]

[FONT=times new roman" , "serif]At no stage in the process did we give her permission to do this.[/FONT]

[FONT=times new roman" , "serif]At no stage in the process was this discussed.[/FONT]

[FONT=times new roman" , "serif]Looking at the communications, this is now Sarah’s third excuse as to why we have not had money that we feel is owed to us. Is this the role of Countrywide staff to mislead and to deceive customers? This is what we have experienced.[/FONT]

[FONT=times new roman" , "serif]We seem to have been treated like idiots all along by Countrywide. Blame was being laid on us by Caleb ............ (regional manager) who says that we should have given Sarah the 'correct' figures. We gave her what she asked for. [/FONT]

[FONT=times new roman" , "serif]My partner and I have been open, honest and clear about money and our expectations throughout. [/FONT]

[FONT=times new roman" , "serif]But we are owed £3363 and £250. Countrywide told us we were throughout the process.[/FONT]

[FONT=times new roman" , "serif]I know that this has been a lengthy email and apologise for this. I have included both Mrs Alison Platt and Mr Jim Clarke into this email and I have to believe that in a company such as yours, there must be someone who fights for the customer. Or maybe I am wrong. [/FONT]

[FONT=times new roman" , "serif]I look forward to your comments. [/FONT]

[FONT=times new roman" , "serif]Kind regards[/FONT]

[FONT=times new roman" , "serif]Martin .................[/FONT]
[FONT=times new roman" , "serif]
[/FONT]
[FONT=times new roman" , "serif].[/FONT]

csgohan4

Moral of the story...

Don't use Estate Agent's services, it will only likely end in tears

lorien71

Or don't use countrywide!

In my experience, as well as several people I know, they are a joke so I'm not at all surprised in the experience you've had with them!

amnblog

Six months ago and still getting trashed!

Helentiful

I too am using Countrywide (at the moment) on recommendation of my estate agents. I really wish that I had read this thread prior to this. Firstly, the estate agents "forgot" to appoint Countrywide and I had to chase them - that should have rung alarm bells.
I am now going into week 27 and still waiting for exchange - they are blaming the other side too. This has made me so ill that I have been signed off work with stress and I told the woman doing the conveyancing this. Today she was extremely rude to me and was shouting so much that my father, who was sitting across the room, could hear every single word! She said that she doubted that I was well enough to be selling a house anyway because my wellbeing was not all there. I did point out she was using something that I had told her in confidence against me, but I really think she is being nasty for nastiness sake.
I will do my best to stop as many people as I can from using Countrywide - they are responsible for my stress. They are useless!

alright_dave

Countrywide are a joke, I used them as well, never again.

The day of the exchange they lost and re-found the paperwork 3 times within 2 hours (not to mention they lost it previously on 2 occasions). I had estate agents phoning me asking what the hell was going on, I had the clowns at countrywide phoning me every 20 minutes. In the end I took the afternoon off work and went to their offices to get it sorted.

The sort of company I would be happy if they went bust.

Anzhelka

I also used Countrywide before and had terrible experience!!!

Smalt

I wish the people who I'm buying from had read this thread; they chose to use Countrywide for their conveyancing. There is no chain, we are 9 weeks in with no end in sight; half the paperwork is still missing from Countrywide; and they still haven't responded to the letter sent by my solicitors at the beginning of June. If my mortgage offer expires I feel i will not bother to apply again and pull out of the purchase. Countrywide conveyancing appear to be a somewhat incompetent bunch.

cahillg81

Conveyancers in general are a nightmare, everything i hear through the industry about countrywide makes me cringe it's so bad and the number of folk i have been on courses with or met at network meetings who have moved from CW seem to tell a similar story.

I wouldn't be surprised if the OP never got a reasonable outcome.

csgohan4

That's why using an EA service is a huge risk

Thrugelmir

Poor service often gets muddled with the agendas of other parties in the chain.