Probably the most incompetent agency…
Probably the most incompetent agency I've ever worked with. Just had a purchase fall through at a massive inconvenience and some expense due to StQ,
Absolutely terrible at keeping you in the loop, you have to continually call to follow up and find out what the current state is. Then often you'll just get voicemail and it'll be hit-or-miss whether they call you back (and it is more miss than hit).
They appear to neither represent the interests of the vendor or the buyer, just their own.
[additional comment] Unfortunately the response From StQ does not reflect reality or the conversation I had with them earlier today. The shortfalls identified by StQ as having happened, the changes to processes and potentially retraining of their staff appear to be omitted from the response.
StQ were made aware, at the point of making the offer, that there was a deadline of two weeks to start the mortgage application process. There was no pressure for the vendors to find an alternative property as I was happy for completion to be months away, the only thing required was the appointment of a conveyancer to allow the property to be taken off the market and get some form of certainty ahead of significant financial outlay.
Throughout the two weeks since the offer was made, we were continually kept in the dark. There was not a single call originated by StQ to let us know what was going on. In every instance, we had to call in to find out what the current state was. As the deadline approached, I extended it out causing problems with my future employer, on the promise of a resolution by the end-of-the-day, not surprisingly I didn't receive a call that evening, or the next morning. Had to ring up again to find out what was happening, was told I would hear by the end of the day - again no contact.
Put off another two days over a weekend past the deadline, rang on the Monday and was told there still wasn't a conveyancer appointed. I let StQ know that the appointment with the lender was at 16:00 and I would have to commit to significant financial outlay at that point in time, yet at this stage the property was still on the market and being advertised on on-line platforms. I let StQ know I would be on Zoom calls all afternoon so I couldn't answer the phone, but I would be able to receive emails.
For one of the first times since I made the offer, StQ actually tried to ring me! They tried wice, but didn't bother sending an email until around 30 minutes later after appointment with the lender would have started if I hadn't cancelled it.
I can't tell whether the property stayed on the market and the deadline was allowed to pass to ensure that I had made a financial commitment to a full structural survey on the property (due to the construction type) and then they would look for other offers or raise the asking price - or whether it was the failures StQ outlined as lessons learnt on my call with them this morning.
If only they had be as quick to respond and keep us in-the-loop as they were to call up me up in response to a poor Trustpilot review, I probably wouldn't be in the situation I am in,
Reply from Stqpropertygroup
Mr Blake, hopefully following our recent conversation we have come to some sort of resolve on this matter. We are sorry that you feel the way you do about our office, however for clarity to the public please read the following:
The vendor of the property is our paying client.
Mr Blake viewed the property in question on the 26th May and the 28th May - our notes state Mr Blake was very keen on the property however needed to sort finances before he could make an offer.
Mr Blake made an offer on the 1st June which was accepted - Subject to the vendor finding a forward purchase and instructing a solicitor. Mr Blake was aware that the vendors had still to find a forward move and were looking in the Surrey area.
Mr Blake rang in on numerous occasions, asking for us to hurry along with the process of sending out the sales memorandum so that he could start the ball rolling with a mortgage broker. We notified the vendor of the urgency of this. The vendors are elderly and have lived in this property a long time. On the 4th of June i spoke with them and they felt as if they were being pressurised into moving out quickly which we spent a lot of time explaining to them, wasn't the case.
The vendors had researched and instructed a solicitor by the 7the June when sales memorandum was sent out.
Unfortunately, in this time Mr Blake was changing jobs and had missed his mortgage appointment therefore having to withdraw his offer.
We are disappointed for both Mr Blake and the vendors of this property that things could not have been tied up quicker, but feel that the accusation of incompetence is unfair and possibly a comment made in frustration. It really does not benefit anyone in this process for this sale not to have completed.
We wish Mr Blake all the very best with his next purchase.