0% sales valuation accuracy
0% sales fee satisfaction
0% lettings valuation accuracy
99% lettings fee satisfaction
Nov 07,2014
Nov 07,2014
10
people found
this helpful
this helpful
Ruxton have a strapline on their website: "first and foremost a people business". *One of the partners who we met initially, does role model this when dealing with clients. Sadly, other members of the team, including the other partner, let him down after the initial agreement was reached. When our buyers pulled out, there was no sense of urgency to get us back out to market quickly and a lot of time was lost. Then there were days and days where no-one would make contact to update us on how things were going or what they had done to obtain feedback after viewings. The viewings were not very dynamic and often the person doing them could not answer straightforward questions even though she had been fully briefed. We received a number of very low offers and they simply informed us of them, but made no attempt to negotiate closer to purchase price. The job title of Sales Negotiator held by their team members was a misnoma as they neither sold nor negotiated, just told us what people had offered. Kristina made me feel as though I was making a nuisance of myself when I called to discuss our proposed purchase price with her. She kept telling me that one of the low offers was a "good offer", but wouldn't be honest enough to come out and say that she didn't believe in our pricing strategy - which at the end of the day we had agreed with Graham in the first place! I had to ask her outright whether she believed in helping us to achieve the price we were seeking, and still didn't get a direct answer. She wasn't very friendly towards us when we called, and gave the impression that she didn't appreciate us challenging them. The other partner in the business, Nav, was very brusque and has a very "hard sell" approach. Having changed agents, we sold within a week of being back on the market with them and achieved slightly more than the purchase price on the abortive sale with Ruxton, so we were right to stick to our guns. This sale has now completed. I feel that Graham's good work with clients up front is being let down by the aftercare provided by the rest of the team, and that he is the only one living up to their company ethos. I hope that if they read this review, they will take on board the comments in the spirit of constructive feedback. This is an emotive time for people: they should be skilled at having honest discussions with clients without it resulting in a surly attitude, and need to develop a culture of empathy across the whole team if they are to improve their service.
What agent could do to change your mind?
Provide regular updates on progress after viewings (eg follow up calls made, comments received) instead of leaving days/weeks with no feedback. Staff in the office to be less surly if clients want to raise challenges because of said lack of feedback - they are making people feel like they are a nuisance if they don't just go along with everything they say. Be more dynamic and get things done - don't waste time after a sale has fallen through, get that property back on the market as quickly as possible. Once the purchase price has been set, don't give up and try and get people to reduce it at the first sign of trouble (e.g 1 sale fell through, instantly accepting low offers without negotiating). Be honest with clients - instead of just saying "that's a good offer" - say so if you no longer think it's right to market at that price. At least then clients know where they stand and if they think you're not acting in their best interests they can do something about it sooner rather than discovering that you're not actually negotiating for them any more. Fulfil the job title of Sales Negotiator, don't just be a message taker for a client, anyone can do that and hope to fall lucky that someone will accept it. Try having some empathy and care for clients - there was a dismissive attitude towards us and we really felt we weren't liked by the staff in the office. Kristina particularly needs to be aware of how she made us feel - she came across that she was superior to us and therefore we should not be challenging her. When we tried to do this and have honest conversations, she was extremely cold towards us.Attached Filesnbsp;
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Latest Reviews
28th Mar 2018
reviewed by 'Mike'
8th Dec 2017
reviewed by 'Thomas'
30th Jun 2017
reviewed by 'Poor'
7th Nov 2014
reviewed by 'TinaT'
Opening Hours
Address
Ruxton Independent Estate Agents
6 The Square
Solihull
West Midlands
B91 3RB
0121 704 0100
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 0% | 0% | £365,000 | £365,000 |
| Lettings | 0% | 99% | £0 | £0 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 0 | 3 | 0 | 0 | 2 | 0 | 0 | 0 | 0 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Sep 03,2019
Sep 03,2019
0
people found
this helpful
this helpful
Vicki & Tracy were most helpful throughout our 20 months renting experience. We found them professional, fair and personable.
We would not hesitate in recommending them to either a landlord or tenant.
Thankyou...
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Sep 05, 2019
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(1)
Thank you so much for your kind comments - Wishing you all the best in your new home ...
Mar 28,2018
Mar 28,2018
0
people found
this helpful
this helpful
Vicki has been the most professional and friendly agent i have ever dealt with. She went above and beyond to assist my family in finding 2 different houses over the past 18 months. Her attitude is always positive and we really appreciate and thank you Vicki....
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Comment on agent fees
Very reasonable
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Dec 08,2017
Dec 08,2017
1
people found
this helpful
this helpful
we had great a great servive from tracy and vicki would always tell people too visit them super quick and friendly...
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Jun 30,2017
Jun 30,2017
3
people found
this helpful
this helpful
Poor communication, do not call back with up dates, constantly had to chase, didn't even receive a receipt for the £3K plus we paid them via our solicitor for selling our house. Our buyers were also disgusted with the communication they received especially when he ...
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Comment on agent fees
We negotiated a discounted fixed rate but even this was overpriced for the service we received considering we and our buyers did most of their work! Shop around and negotiate.
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Nov 07,2014
Nov 07,2014
10
people found
this helpful
this helpful
Ruxton have a strapline on their website: "first and foremost a people business". *One of the partners who we met initially, does role model this when dealing with clients. Sadly, other members of the team, including the other partner, let him down after the initial ...
read full review
read full review
What agent could do to change your mind?
Provide regular updates on progress after viewings (eg follow up calls made, comments received) instead of leaving days/weeks with no feedback. Staff in the office to be less surly if clients want to raise challenges because of said lack of feedback - they are making people feel like they are a nuisance if they don't just go along with everything they say. Be more dynamic and get things done - don't waste time after a sale has fallen through, get that property back on the market as quickly as possible. Once the purchase price has been set, don't give up and try and get people to reduce it at the first sign of trouble (e.g 1 sale fell through, instantly accepting low offers without negotiating). Be honest with clients - instead of just saying "that's a good offer" - say so if you no longer think it's right to market at that price. At least then clients know where they stand and if they think you're not acting in their best interests they can do something about it sooner rather than discovering that you're not actually negotiating for them any more. Fulfil the job title of Sales Negotiator, don't just be a message taker for a client, anyone can do that and hope to fall lucky that someone will accept it. Try having some empathy and care for clients - there was a dismissive attitude towards us and we really felt we weren't liked by the staff in the office. Kristina particularly needs to be aware of how she made us feel - she came across that she was superior to us and therefore we should not be challenging her. When we tried to do this and have honest conversations, she was extremely cold towards us.Attached Filesnbsp;
Was this helpful?
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