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How easy are online estate agents to use?

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How easy are online estate agents to use?

Our sister company Oaktree Mortgages had cause recently to contact one of the well know online estate agents, who advertise greatly on the TV stressing how easy their service is to use and how much it will save a client. How wrong can they be!

A landlord client had asked Oaktree Mortgages to submit an offer for him on a property he wished to add to his portfolio as he was out of the country. Easy you would think, a simple phone call would do the trick so it wouldn’t take much time out of a busy day.

Surprise Surprise Cilla! – After a 10 minute wait to get through on the phone, they were advised that they couldn’t make an offer over the phone it had to be done online. Do they really want to sell this property?

Problem number 2 – Having been directed to the relevant part of their website and advised all that they had to do was to submit the offer online the adviser hung up. The website gave no indication of how to register as a new user and it certainly wasn’t letting them in!

So this time they used web chat to save time waiting on the phone, as they are clearly busy. This took them even longer than a phone call to get through. The operator still couldn’t log them on and Oaktree are now waiting for a call from one of the online agents “property professionals”. I would not hold my breath as one property adviser covers the whole of the East Midlands. So much for your local property expert.

Given this experience so far I am not impressed with the level of service in terms of helpfulness or speed of response. Not being able to make an offer over the phone seems simply daft. Clearly the company has reduced the level of customer service and automated it to make a profit. Personally I would rather pay a little more and get a better service from a local agent who does know the local market, who can take an offer over the phone and who can adapt to the inevitable problems that arise during any house sale.