78% sales valuation accuracy
97% sales fee satisfaction
Dec 28,2014
Dec 28,2014
1
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I've left an average rating for Emoov because they did save me money on the Estate agency fees, but I felt the experience was a poor one compared to a High Street agent.
The photo work and listing process was great. I was pleased with the photos, added a couple myself and the listing was approved. It went live and we got a viewing within a few hours.
We showed the buyer round the house and they decided to make an offer a couple of days later, which Emoov passed on without problems. We accepted it.
So far so good, although I felt it was odd that we were only passed details of one enquiry. This initially pleasing period is the only reason I haven't rated them as "poor" as there were positive aspects.
The solicitors were then engaged and at this point, Emoov seemed to lose interest. Having sold our property in early September, we last heard from them on 23rd September when they told us of a change of solicitor's details at the other end. That was then "it" until the property completed in December. No chasing, no touching base, nothing. I felt this was contrary to their website saying "We'll oversee all the way to completion" as this implies some sort of contact. In the past, traditional "high street" agents have kept in touch throughout, ringing Solicitors to find out where they are up to, reporting back, smoothing out any wrinkles and checking everything was ok, but it felt to us that having got the acceptance, they weren't interested. What annoyed me was that I chose a payment option to leave a balance on completion - more expensive but I felt this might motivate them to "see it through".
When I complained about this pointing out that I didn't hear a thing from them in nine weeks, I was asked to phone them, which I did. I spoke to Paula and I have to say, I felt very patronized - especially when she told me "we can't phone you every day" because "high street agents have only six or seven clients and we've got thousands" - not really what I was saying - once or twice would have been good - perhaps to speak to the solicitors and check it's all going ok. They told me however that their policy was to not get involved after the solicitors were instructed unless contacted with a specific problem due to legal matters. My buyer also told me she'd spoken to them to find out what was going on but they seem to have no record of that conversation.
I'm really not happy about the after sales service because having taken the time to contact them to give feedback, all that's happened is that I've felt patronized and they've repeatedly said "we sold your house for in excess of the asking" or "we've saved you £5000" etc and basically just argued with me. Paula even told me I was the only person who'd complained about not being contacted during the sale process - I find that hard to believe.
Overall, I saved about £2000 on the cheapest High street agent quote, and the property was listed as "guide price" so it wasn't really just them who got the price - it was our hard work and viewing handling. They did sell it however which is the important thing, but I felt that they lack of intervention and monitoring unnecessarily ramped up the stress of the whole thing.
I'd say that they will save you money on fees, but based on my experience, don't look forward to lots of contact and a lot of help from them - I feel that they're really just a portal for a quick, cheap sale. Their after sales service was (in my opinion) terrible - I don't expect to be argued with if I'm unhappy about something and point out that their website isn't exactly reflective of their approach.
The photo work and listing process was great. I was pleased with the photos, added a couple myself and the listing was approved. It went live and we got a viewing within a few hours.
We showed the buyer round the house and they decided to make an offer a couple of days later, which Emoov passed on without problems. We accepted it.
So far so good, although I felt it was odd that we were only passed details of one enquiry. This initially pleasing period is the only reason I haven't rated them as "poor" as there were positive aspects.
The solicitors were then engaged and at this point, Emoov seemed to lose interest. Having sold our property in early September, we last heard from them on 23rd September when they told us of a change of solicitor's details at the other end. That was then "it" until the property completed in December. No chasing, no touching base, nothing. I felt this was contrary to their website saying "We'll oversee all the way to completion" as this implies some sort of contact. In the past, traditional "high street" agents have kept in touch throughout, ringing Solicitors to find out where they are up to, reporting back, smoothing out any wrinkles and checking everything was ok, but it felt to us that having got the acceptance, they weren't interested. What annoyed me was that I chose a payment option to leave a balance on completion - more expensive but I felt this might motivate them to "see it through".
When I complained about this pointing out that I didn't hear a thing from them in nine weeks, I was asked to phone them, which I did. I spoke to Paula and I have to say, I felt very patronized - especially when she told me "we can't phone you every day" because "high street agents have only six or seven clients and we've got thousands" - not really what I was saying - once or twice would have been good - perhaps to speak to the solicitors and check it's all going ok. They told me however that their policy was to not get involved after the solicitors were instructed unless contacted with a specific problem due to legal matters. My buyer also told me she'd spoken to them to find out what was going on but they seem to have no record of that conversation.
I'm really not happy about the after sales service because having taken the time to contact them to give feedback, all that's happened is that I've felt patronized and they've repeatedly said "we sold your house for in excess of the asking" or "we've saved you £5000" etc and basically just argued with me. Paula even told me I was the only person who'd complained about not being contacted during the sale process - I find that hard to believe.
Overall, I saved about £2000 on the cheapest High street agent quote, and the property was listed as "guide price" so it wasn't really just them who got the price - it was our hard work and viewing handling. They did sell it however which is the important thing, but I felt that they lack of intervention and monitoring unnecessarily ramped up the stress of the whole thing.
I'd say that they will save you money on fees, but based on my experience, don't look forward to lots of contact and a lot of help from them - I feel that they're really just a portal for a quick, cheap sale. Their after sales service was (in my opinion) terrible - I don't expect to be argued with if I'm unhappy about something and point out that their website isn't exactly reflective of their approach.
What agent could do to change your mind?
As per my review, the sale bit was fine, but your aftersales service leaves a lot to be desired. I was mildly disappointed with the post sale contact when I contacted you but after your responses on Facebook and Paula's conversation with me, I was plain angry and felt totally dismissed. If Paula had been at least a little bit receptive instead of being patronising and telling me "we can't contact you every day with an update" etc when it was obvious that's not what I was saying, it would have been fine but to be honest, you are holding yourself out to be at least as good as a high street agent on service, but in my experience, you're not. When I bought my house, the agent chased and chivvied throughout, not waiting to be contacted before acting on a problem and at least touching base to monitor progress before reporting back to each party. Paula told me that you are the opposite and that you have to be specifically contacted with a problem. But your website (which I based my engagement of you on) says otherwise. "We'll ensure that solicitors/conveyancers are instructed by both parties, a memorandum of sale is sent and then we will supervise and problem solve where necessary all the way until moving day". You didn't do this and that's why I fed back to you.Attached Filesnbsp;
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Latest Reviews
2nd Jul 2021
reviewed by 'Gary'
24th Jun 2021
reviewed by 'Pawel'
28th Apr 2021
reviewed by 'samantha stennett'
23rd Nov 2018
reviewed by 'Katie'
20th Nov 2018
reviewed by 'Adeel'
19th Nov 2018
reviewed by 'Do'
Opening Hours
Address
Emoov
121 Sloane Street
London
Greater London
SW1X 9BW
0333 300 2526
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 78% | 97% | £22,500 | £35,750,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 18 | 3 | 6 | 0 | 1580 | 26 | 325 | 8 | 222 | 22 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Jul 02,2021
Jul 02,2021
0
people found
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Very poor communication. They didn’t want to chase our seller during the process and kept just passing their number on to get an update from them. We didn’t want to go down this road as wanted to keep it a professional process but ...
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Jun 24,2021
Jun 24,2021
1
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I paid my fee on 3rd of March and Today (23/06/2021) I realized that their automated booking system does not work.
In other words - I was waisting my time waiting for viewings...
At the same time it could be worth to mention, that neither dedicated ...
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Apr 28,2021
Apr 28,2021
1
people found
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We were sold in to a 'premium package' that was dressed up as much more than it actually was. We were told that we would have top listings on Rightmove and Zoopla along with social media marketing when in reality we had premium visibility on ...
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Nov 23,2018
Nov 23,2018
2
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this helpful
Emoov failed to deliver a service at any level. The agent who valued and photographed my house was late on both occasions. They couldn't market my property because there was an 'issue' with my account. I rang 13 times in two days and sent 12 emails and ...
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Comment on agent fees
Overpriced for what they delivered.
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Nov 20,2018
Nov 20,2018
0
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The service from Ali was perfect in every sense. He gave me a realistic valuation before and after refurbishment and knew my area very well. I highly recommend him if you need a proper property consultant in Stratford and Plaistow....
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Nov 19,2018
Nov 19,2018
2
people found
this helpful
this helpful
Just made a phone call to emoov to find out what the crack was, was then lied to 3 times in a row this is not the first time either been having problems with emoov for 1.5 years, they use ghost buyers to keep you with them ...
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Comment on agent fees
Bad pester you but cant be arsed to let you know the position of your property
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Nov 19,2018
Nov 19,2018
0
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Great services from start to finish from Jonathan Fleet our appointed agent. Jonathan was knowledgeable and efficient and with the support of the Emoov team in the office the sale went smoothly within a few weeks.
I achieved a price that the local estate agents ...
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Comment on agent fees
All good as described
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Nov 07,2018
Nov 07,2018
0
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Emoov Were full of attention when we signed up and then we barely heard from them now are you didn't Tom Fitch appears to have disappeared and they haven't put anyone else in touch with us. When I email I always get a quick and ...
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Comment on agent fees
The agents fees are a complete and utter waste of money.
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Oct 22,2018
Oct 22,2018
1
people found
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this helpful
Lisa went beyond the call of duty to assist my wife and I to get our house listed. Within one hour she had us up and running. She was amazingly patient and helpful. Well done Lisa, you're a good lady and thank you so much ...
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Oct 09,2018
Oct 09,2018
1
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Dont belive all the hype.
I arranged a valuation on Tuesday for 10.00 on 6th October.
I got an email confirmation stating that I would receive a call to discuss what happens next. By 5th - no call, so I rang them myself. Adviser couldn't understand ...
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Oct 03,2018
Oct 03,2018
0
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Emoovs inability to control their vendor led to me losing £350 with in a matter of 24hrs.
Monday evening I viewed the property
Tuesday morning I made the offer in which I said I would exchange in 10 days (very fast for a normal transaction), in the ...
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Comment on agent fees
can't comment on fees
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Oct 01,2018
Oct 01,2018
0
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Jonathan Fleet has been great to work with during the selling of our house. He has shown enthusiasm, honesty, reliability and courtesy throughout the process. His knowledge of the local market and his professionalism have made the whole selling experience easy and stress-free and I ...
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Comment on agent fees
Good
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Sep 30,2018
Sep 30,2018
1
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I was slightly hesitant to use an online estate agent, so I decided to go with one of the top named high-street agents. I swapped to Emoov, 9 days in. I received a better service from Jonathan Fleet and his team in the first 2 days and ...
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Good
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Sep 30, 2018
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Thank you Rob it is very much appreciated. ...
Sep 26,2018
Sep 26,2018
0
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This is the second time of using Emoov & we will most certainly be using them again. What you get for your money is exceptional and no different from an agent on the high street just without the massive bill at the end of it. In ...
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Comment on agent fees
Brillant, Don't change them!
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Sep 11,2018
Sep 11,2018
0
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I had cause to use the live chat today and speak with Isobel. Simply sorted all my questions, polite and to the point nothing phased her and it was a pleasure messaging with her....
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Sep 07,2018
Sep 07,2018
0
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Ross was extremely helpful throughout the process and he was a pleasure to deal with. Excellent communication skills and made me feel at ease at a stressful time. Thank you Ross...
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Good
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Sep 04,2018
Sep 04,2018
0
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Molly picked up a question I had left on live chat the previous evening and dealt with it swiftly. Her communications by email were clear and helpful, thank you.
Emoov have been a great agent through my sale process.
Gregory Keniston took great photos and ...
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Comment on agent fees
Excellent value
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Aug 28,2018
Aug 28,2018
0
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Isobel was very helpful in negotiating with potential buyers. Great service and great communication! Would definitely recommend her and Emoov....
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Aug 27,2018
Aug 27,2018
0
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Started a chat to confirm that I had all my DD documentation correct and Lisa checked quickly and advised me of what I needed to add. When I didn't have one doc to hand, she called me and quickly talked me through the ID process ...
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Aug 24,2018
Aug 24,2018
0
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Emoov, and in particular, Molly Haley were excellent in managing my property from sale through to completion.
We had some issues in our chain and Molly Haley was just excellent at chasing and pushing things through on our behalf
Thanks to all...
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Comment on agent fees
Fees were great, £795 all in was just unbeatable Emoov also have a great reputation
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Aug 22,2018
Aug 22,2018
0
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Felt at ease right from the start, and Ben really helped make me confident that our property would have everything it needed to be seen! Great advice on our property search, as well as the best way to sell ours. Thank you!...
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Comment on agent fees
Very good value for money
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Aug 22,2018
Aug 22,2018
0
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It is a stressful time buying a house and we felt particularly apprehensive when dealing, for the first time, with an online agency. We need not have worried - the service that we have received has been excellent and Isobel has been a pleasure to ...
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Comment on agent fees
Not applicable
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“Ben Allen is an excellent agent with excellent customer service, especially with tech queries....”
Aug 21,2018
Aug 21,2018
0
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Ben is an asset to the Emoov team. I recommend his excellent, efficient and friendly approach. Thank you for your help and support with the sale of our house....
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Comment on agent fees
Very competitive fees.
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Aug 19,2018
Aug 19,2018
0
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Holly and Gregory were brilliant. Lovely to work with and great communication throughout. Thanks to you both and would recommend you both highly....
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Aug 18,2018
Aug 18,2018
0
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Great friendly advise and very prompt on communication.i found emailing a better way of communicating rather then been put through to a call centre...
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N/a
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Aug 18,2018
Aug 18,2018
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Dealing with Emoov for my current purchase was a wonderful experience. I have used both online and traditional estate agents in the past and can say the service offered by emoov was best of both. Chloe Cook was very approachable all through the transaction. Especially ...
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Comment on agent fees
As a Buyer was not involved in any fee
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Aug 17,2018
Aug 17,2018
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I was at first hesitant to go for an online agent, but was so pleasantly surprised to discover how professional Emoov were throughout the process. They were quick to respond and take action to progress the sale, and offered support working as a team. It ...
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Comment on agent fees
The fees are very competitive, lower than many other agents, and I think Emoov is probably the best option for any property seller.
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Aug 16,2018
Aug 16,2018
1
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Many Thanks to Nathan for explaining each stage and helping me get my property on the market.
Very Much appreciated....
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Aug 16,2018
Aug 16,2018
0
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Nathan keeps you informed throughout which in my opinion is very good customer service. Hes friendly and helpful. Emoov have been great with me, couldnt ask for more! Thanks to all the team at emoov!...
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Comment on agent fees
Well priced in a competitive market
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Aug 15,2018
Aug 15,2018
0
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Efficient, effective and polite. Isobel understands the need for good customer service and how to deliver it. 5 stars. Lead by example....
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Last updated at 4:11 PM 18/04/2019 by allAgents
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First off, can I thank you for being fair in your review. I am aware that you have an issue with our 'after-offer' contact frequency but nevertheless you have acknowledged that we sold your property (within two days of it being listed) and that the advert compilation process, viewing organisation etc formed good experiences from your point of view. Your property was listed at a guide price of £350,000 and it was sold for £352,000.
The process of sales progression is something that we undertake diligently. We have a team of 8 staff that are dedicated to this on a full time basis. Ultimately, we are in the hands of the various lawyers and mortgage lenders to ensure that a transaction completes and this is where we will oversee and problem solve as our website indicates we do. For instance, in this instance your buyer decided to change lawyers mid-way through the sale and this had to be administered and handled as did the issues relating to the remedial items mentioned in the Home Buyers Report that your purchaser raised as concerns and which we addressed with you. I understand that we have sent you the sales progression notes from our system accordingly to show the extent of our dealings with your buyer, the lawyers and the mortgage broker/lender.
Notwithstanding this, I sincerely apologise if you feel that we should have contacted you on a more regular basis, particularly toward the end of the legal process. Moving home is a stressful time and if there was more that we could have done to support you then I am genuinely sorry that we did not meet your expectations in that regard.
Paula attempted to resolve your concerns and I'm again sorry if that did not come across as well as was intentioned. The reference to the £5000 fee saving was based upon the UK average estate agency fee of 1.6%plus vat as indicated by he OFT and was not meant to antagonise, merely to add context to the conversation it seems.
Mr & Mrs Halsey, if there is anything at all that I can do personally to placate matters, I would be very happy to do so. My personal email address is [email protected]