97% sales valuation accuracy
96% sales fee satisfaction
Oct 04,2014
Oct 04,2014
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I engaged Mansbridge & Balment to sell my flat on the basis that I required exceptional communications and was duly told they excelled in this area and many others - especially when compared to the, and I quote, "corporate" estate agents in the area. The company went out of their way on their initial sales pitch to position themselves head and shoulders above the competition and referred to themselves as "Plymouth's No. 1 selling agent" this was of course reflected in their commission. To assist others I want to be as accurate and objective as I can here because its important to chose the right agent. To be fair the guy (Tony Carlton) who did the initial "sell" then promptly ducked out as he worked from another branch. (so you could say why on earth was he even involved in the process) Then, as happens so many times, the person who was then passed my account (Chris Mervyn) was then in the dark due to a total lack of internal communication. (remember - the very reason why this agent was chosen was because I required an excellent communicator!) Sales representation contracts were signed 17th Sept and returned and it was confirmed their "Customer Services Guarantee" was effective 22nd Sept. However, their main picture on the particulars needed to be changed. I waited (and waited) until the 2nd October before I decided to terminate the Agreement because the re-taken picture had STILL not been seen or indeed incorporated into the particulars. Their own Service Guarantee promises 48 hours - and this, despite the one change required, was not completed after 10 days!! Additionally an e-mail I sent received no response at all. Before going any further I decided that, having been promised the earth from a particularly good pitch, the reality was the company were a) annoyingly slow to prepare particulars - despite their "Customer Services Guarantee" (in fact I just didn't get completed particulars at all) and b) they simply did not respond to my e-mails. Mansbridge & Balment try very hard to position themselves as offering a better service than "Corporate" competitors. In reality my experience was poor and particularly frustrating as the process takes up valuable selling time.
I wrote to Mansbridge & Balment to inform them I did not believe we could work together and evidenced my experiences. The response I received was somewhat selective and aggressive stating that "I was wholly wrong" (despite the written promises of their so-called Service Guarantee's) and referred to the fact that I had held them up by a change of lock cylinder (something I organised in less than a week because THEY pointed out the lock was difficult) so my own fast action was actually then used against me!! In the meantime, whilst I organised this, they had still not produced particulars for approval........
To conclude, the moral of the story is you may be given all kinds of stories about how good the agent is and handed any number of glossy brochures and "Service Promises" BUT, what really matters is staff have to live up to these promises & marketing hype and if they do not, as in this case, it just becomes a very disappointing process. I'm afraid I can't recommend Mansbridge & Balment.
I wrote to Mansbridge & Balment to inform them I did not believe we could work together and evidenced my experiences. The response I received was somewhat selective and aggressive stating that "I was wholly wrong" (despite the written promises of their so-called Service Guarantee's) and referred to the fact that I had held them up by a change of lock cylinder (something I organised in less than a week because THEY pointed out the lock was difficult) so my own fast action was actually then used against me!! In the meantime, whilst I organised this, they had still not produced particulars for approval........
To conclude, the moral of the story is you may be given all kinds of stories about how good the agent is and handed any number of glossy brochures and "Service Promises" BUT, what really matters is staff have to live up to these promises & marketing hype and if they do not, as in this case, it just becomes a very disappointing process. I'm afraid I can't recommend Mansbridge & Balment.
What agent could do to change your mind?
Could have communicated effectively, timely and honestly. Taken a less aggressive attitude when proven wrong. Taken responsibility for shortcomings and actioned Property Particulars much faster and in line with their own "Black and White 9 point Customer Service Promise".Attached Filesnbsp;
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Oct 29, 2014
As a conclusion to this thread, I can confirm that our Managing Director, Darren Lawson has completed his review of David's complaint and written to him privately. David's feedback is important to us, however complaints of this nature are thankfully extremely rare as the vast majority of our clients and customers return to us as they are delighted with our services. This site is a demonstration and evidence of those happy clients. We will continue to review our customer charter in order to provide the best levels of client care. Yours sincerely, Alix Harper, Admin Manager Oct 05, 2014
Dear David,Thank you for your review. Feedback is extremely important to us, both good and bad and your review highlights a number of areas which require investigation.
We will conduct a full audit of your case and our Managing Director, Darren Lawson will respond on his return from sick leave following a minor operation. Please allow time for the audit and Darren's return to work which we anticipate will be approximately two weeks.
Yours sincerely, Alix Harper, Administration Manager
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Opening Hours
Address
Lawson (Plymouth)
76 Hyde Park Road
Plymouth
Devon
PL3 4RG
01752 229 292
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 97% | 96% | £32,000 | £800,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 7 | 0 | 0 | 0 | 228 | 3 | 166 | 5 | 5 | 0 |
Areas covered
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Nov 23,2021
Nov 23,2021
0
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Well I'm so glad we had Lawson to guide us through the moving process what with our demanding chain and useless solicitors we could never get hold of. Ann was amazing and was always there for friendly advice and replied to my emails even on ...
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Nov 12,2021
Nov 12,2021
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We recently sold through Lawson, and their service throughout was superb. The sales team kept us fully informed about visits and offers, and I had the impression that they were willing to give potential purchasers ample time during visits. Big shout-out to Tess for having ...
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Oct 22,2021
Oct 22,2021
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Lawsons were excellent with the sale of our house. They updated us with viewing feedback and once we accepted an offer they helped to proceed the sale quickly. The whole team are excellent, I would definitely use Lawsons when searching or selling for our next ...
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Oct 12,2021
Oct 12,2021
0
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Lawson were absolutely fabulous with me from start to finish even more so with being a first time buyer. They were in frequent contact through out the whole buying process and answered any questions I had....
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Oct 01,2021
Oct 01,2021
0
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Everyone at Lawsons were extremely helpful during the move.
The staff were Always available to answer any questions we had, and Chris went over and above during the day of our move
Excellent...
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Sep 13,2021
Sep 13,2021
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We purchased a property with Lawsons. Tess showed us round and Annie was the main contact. They were both lovely and Annie in particularly put in a great deal of work to make sure the sale kept moving and keeping us informed of what was ...
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Sep 07,2021
Sep 07,2021
0
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We instructed Lawsons to sell our flat and the service from start to finish was just professional, swift friendly and at a comparable cost.
Chris provided a valuation, we liased with Tess who was a gem always willing to go the extra mile, Karen who ...
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Aug 23,2021
Aug 23,2021
0
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Very helpful staff who constantly kept me up to date with progress. Ben and Tess were very supportive throughout the process until the sale completed....
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Aug 15,2021
Aug 15,2021
0
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As first time buyers, we were lost in the process, but the team at Lawsons kept us upto date with what we needed to do and when to do it. But most important when the solicitors where dragging there heels Lawson called us to move ...
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Jul 22,2021
Jul 22,2021
0
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The best estate agents in Plymouth.
Very knowledgeable, helpful and supportive and wouldn't go anywhere else to sell my house. They were professional and friendly....
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Jul 19,2021
Jul 19,2021
0
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The service provided by Lawsons - in particular by Tess & Ben - has been absolutely outstanding. They have project-managed our purchase beautifully; we are so grateful....
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Jul 13,2021
Jul 13,2021
0
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I live 300 miles away but, Lawsons offered me a full supportive roll in my move. They went out of their way to keep me fully informed at all times & were happy to undertake several useful jobs that I required...
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Jul 11,2021
Jul 11,2021
0
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Lawsons were really accommodating and helpful from the outset. We saw an apartment we liked online, contacted Lawsons immediately and were able to view that same day. They were also able to meet us for our second viewing the very next morning.
We went on ...
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Jul 03,2021
Jul 03,2021
0
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Staff were all very helpful, friendly and knowledgeable. They kept me informed throughout the process, which was extremely useful both before and after the sale of my property....
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Jun 30,2021
Jun 30,2021
0
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Very polite and friendly service from viewing to completion even with a hiccup from within the chain of buyer/sellers which was dealt with very professionally....
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Jun 11,2021
Jun 11,2021
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Professional, friendly and accommodating, excellent service from start to finish.Excellent communication Will definitely recommend to family and friends. Thank you very much indeed...
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Jun 11,2021
Jun 11,2021
0
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I bought my first flat through Lawsons and from start to finish they were amazing. They answered any questions I had and always managed to put my mind at ease when we encountered any (legal) obstacles along the way. I would 100% recommend them!...
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Jun 05,2021
Jun 05,2021
0
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Absolutely outstanding service.
Ben and team were fantastic and made every effort to make the purchase process as smooth as possible. Our solicitors were terrible, but Ben and team did everything possible to help us through the process.
Viewings were never too much trouble and ...
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Apr 19,2021
Apr 19,2021
0
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Very helpful throughout the whole sale process
Provided regular updates on progress or issues
Good communication in general helping guide the sale process...
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Apr 14,2021
Apr 14,2021
0
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As it happens Lawson were agents for both selling our house and the property we wanted to buy. Our house was sold within the week of being on the property market.
They operated in an efficient and pleasant manner from start to finish resulting in ...
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Apr 11,2021
Apr 11,2021
0
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Buying a house through Lawsons went very smoothly, and we found the staff really friendly and appreciated their regular updates. Also, the free bottle of wine on completion was a nice touch!...
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Mar 04,2021
Mar 04,2021
0
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I have just completed on a house sold by Lawsons. From start to finish Tess was more than helpful, liaising between the vendor and me and keeping me well informed. She was kind and professional offering timely advice to enable a swift exchange and completion....
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Mar 03,2021
Mar 03,2021
0
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We bought our house through Lawsons. The communication has been fantastic during these uncertain times. Jo has been our main point of contact and as given us weekly updates and phone calls and guided us superbly through the process. We are very grateful for the ...
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Mar 02,2021
Mar 02,2021
0
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Excellent estate agent.
Lawson excelled in all areas.
Kevin and Emily were exceptional in selling our property within a week and had a very professional approach.
The rest of the team were very good in pushing the sale through and keeping us informed through the ...
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Feb 25,2021
Feb 25,2021
0
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We just completed the purchase of a lovely property for my Mum. Because of COVID everyone had to be so patient with the process, and Tess at Lawson's always stayed positive, focused and professional. Courteous throughout, we have a very happy family. Kevin Cruickshank...
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Feb 23,2021
Feb 23,2021
0
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Friendly service , good follow up on weekly basis even during lockdown. Easy to communicate with any of the team.
Would use them again....
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Feb 22,2021
Feb 22,2021
0
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I had a very pleasant experience throughout my first time house purchase. The team were all very friendly, and kept me updated every step of the way. I was always able to view the property on short notice, despite the current covid situation.
Would highly ...
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Dec 21,2020
Dec 21,2020
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I previously purchased the property with Lawson being the estate agent at that time.
Three years later I had no hesitation to use Lawson to sell my home. The service was once again excellent. Professional but friendly and I was kept informed at all times ...
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Dec 18,2020
Dec 18,2020
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Communication when buying through Lawson's was great, Ben slotted in a viewing for me at really short notice, Tess was really helpful as we had no clue being first time buyers and the staff were always helpful and engaging...
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Dec 11,2020
Dec 11,2020
0
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After such a bad experience with a previous company and a house falling through, I could not recommend Lawsons enough they have been great from the very start, continued updates, any questions answered and fast replies! Tess, Annie, and Karen thank you for providing an ...
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Last updated at 9:58 AM 09/12/2019 by allAgents
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