Estate Agent not responding, not sure what to do

Lurcheral

I recently decided to sell and after meeting a few different agents went with one that I really liked. They're one of the main agents for my area and have a few branches around the UK, they're very well known but not huge.

Everything was great in the lead up to agreeing to go with them and they put the time in which I was happy about, so they created a brochure for me about a month ago and asked me to approve it. 

The brochure had quite a few typos in it (even the first sentence had a word missing) and they stated things about the house that were incorrect. So I rewrote it for them (being the owner) made corrections and sent it off. I never got a response to this email. A couple of days later I chased it up and emailed them this time from my partners account (they have both our contacts) to ask if they got my email and whether I could see the other photos before deciding. The brochure only had about six photos and I know the photographer took about 50, so I was curious to see what the other options were before finalising. Again I got no reply.

Fast forward four weeks, because I thought I won't hassle them and I'll wait for them to get back to me. So I called them on the Monday and was told they'd call me back..no one called. A few days later I called again, explained why I needed to speak to the agent and was told the person I wanted to speak with was out and would call as soon as they were back in. Again no call.

So I'm at the point now where I feel like just telling them to go do one and I'll go with someone else but I wanted to know what other peoples thoughts were and whether I should go back to them again and actually tackle this. Incidentally I'm not even in a contract with them.

I feel its appalling service and I'm miffed as to why when they're such a prominent agency and I'm dealing mainly with one of the partners.

MeteredOut

Estate agents put all their efforts into getting you to sign up - the initial people are more sales people than estate agents. After that, you're just a number to them. The person you spoke to is onto the next sale.

You just need to keep on at them. Watch out for the brochure going live without your fixes.

mebu60

If you've not signed a contract give them deadline of a day next week to produce the requested documentation to your satisfaction otherwise you will engage another agent. Hopefully you have agreed any arrangement will be no sale no fee. And don't use their recommended conveyancers. 

eddddy

Lurcheral said:

Incidentally I'm not even in a contract with them.

Are you sure? Why do you think you are not in  contract with them?

For example, if...

• They gave you a copy of their contract (terms and conditions)
• And they said "Shall we go ahead and create a brochure?"
• And you said "Yes"

• (and especially as you went on to correct what they'd written)

You've almost certainly entered into an implied contract. You don't need to sign anything.

Lurcheral

eddddy said:

Lurcheral said:

Incidentally I'm not even in a contract with them.

Are you sure? Why do you think you are not in  contract with them?

For example, if...

• They gave you a copy of their contract (terms and conditions)
• And they said "Shall we go ahead and create a brochure?"
• And you said "Yes"

• (and especially as you went on to correct what they'd written)

You've almost certainly entered into an implied contract. You don't need to sign anything.

Sorry, I was slightly misleading, I am in contract with them but not a fixed term so I can leave at any point and we're not going to market till next year so plenty of time for notice etc.

MeteredOut said:

Estate agents put all their efforts into getting you to sign up - the initial people are more sales people than estate agents. After that, you're just a number to them. The person you spoke to is onto the next sale.

You just need to keep on at them. Watch out for the brochure going live without your fixes.

You're absolutely right and I am well aware of this but to be this bad at coming back to me makes me wonder what they actually are doing with their day lol

My gut is saying that this will happen whoever I'm with, I was with a few last move and none were great.

MultiFuelBurner

Well why would they rush if you are not going to contract til next year?

This information could have been useful in your first post.

If they are local pop in and see them.

mebu60

If you're not listing until next year I expect they're prioritising more imminent cases.

Not that it's an excuse for poor communication or not being acknowledged but there's more than three months for them to get this done it would seem. 

bluelad1927

Lurcheral 

So I'm at the point now where I feel like just telling them to go do one

Sounds like they've beaten you to it

Lurcheral

MultiFuelBurner said:

Well why would they rush if you are not going to contract til next year?

This information could have been useful in your first post.

If they are local pop in and see them.

I used to be an agent myself (not estate) and I would never leave a new client waiting over a month for a reply to an email requesting something, just looks bad IMO. Also I'm not going to mass market till next year but they are meant to be showing clients they already have on their books right now.

Lurcheral

mebu60 said:

If you're not listing until next year I expect they're prioritising more imminent cases.

Not that it's an excuse for poor communication or not being acknowledged but there's more than three months for them to get this done it would seem. 

Yes I appreciate that, they are meant to be showing select clients right now which is what the brochure is for really but I take your point.

Lurcheral

Thanks all for your comments, I'll give them another go and see what happens. It's just worrying that if they don't get back to me what that may mean down the line for buyers but I'll see. Thank you for your thoughts it's been a big help.