Bourneestateagents Reviews

Karen Reynolds - great work

This review is specifically for the great service received from Karen Reynolds working in the property maintenance department at Bourne After having a less than ideal end to a recent tenancy Karen responded so incredibly quickly being very attentive and patient meanwhile organizing various external services at very short notice to address several surprise issues that had to be dealt with very very quickly and efficiently Karen remained totally unflustered and focussed and dealt with my extreme frustration and urgency admirably With a short period between incoming and outgoing tenants Karen rose to the challenge and delivered what was necessary with the result that the incoming tenants moved in successfully on time A long 3 days but I greatly appreciate Karen s contribution without which the whole process may have looked quite different and would have certainly been more painful than it otherwise was A massive thanks to Karen and keep up the great work - much appreciated I very rarely leave reviews unless I have an exceptionally good or exceptionally poor service so this is a testament to Karen s great effort

Renewed faith

Haydon and his team you have all renewed my faith in Estate Agents they went above and beyond to help with the sale of my home and purchase of our new home even though we didn t manage to buy through them you are all absolutely amazing we cannot thank you enough for all you did to help through this stressful transaction we will sing your praise to whomever will listen

Anabelle has been nothing but amazing

Anabelle has been nothing but amazing she has gone above and beyond for me today with Constant emails about potential properties and she s really listened to me and my circumstances if I could give 10 stars I would she has been amazing I could not have gotten through to a better person today

Bourne yesterday infants trying to do an adult job

I had approached Bourne to help my friend find a bungalow property and I was bombarded by irrelevant emails with unsuitable properties When I insisted that they stop wasting my time with these irrelevant emails I was informed by a Senior Sales Consultant that Unfortunately when we sent a mailout there isn t a preference to select houses or bungalows would you like me to take you off our mailing list Aside of the basic literacy issues here it is clear that they and their systems are incapable of meeting the needs of individual clients More concerning is that when one of their staff did send me details of a bungalow that I was keen to view I let her know that I was available the following Monday and she confirmed that a viewing would be possible at 4 30pm on the Monday Although I did not respond to this offer until late on the Friday night I assumed that it was going ahead unless I heard otherwise as they had the full day on Monday to forewarn me of any changes I stood in the rain outside the property for 20 minutes before phoning Bourne to find out how much longer the viewing would be delayed and I was told that my viewing had not been confirmed as the staff member was unexpectedly off work on the Monday and had not seen my email I was told that viewings were due to take place at the property at 5 15pm and given that it was 4 50pm and that the Bourne office was only a 5 minute drive I asked if it was possible that the person doing the viewings could come now whilst I was at the property before the 5 15pm appointment turned up The phone was passed to the staff member doing the later viewings whom I now know is the manager and he was highly defensive in his tone suggesting that I was at fault for turning up at the property without the other staff member re-confirming the viewing My request to have a quick 5pm viewing prior to the 5 15pm appointment was denied and I was offered a 6pm appointment instead I was quite shocked by the unhelpful attitude and expectation that I would wait a further hour in the rain until all the other viewings had been completed I declined their offer I waited a couple of weeks in the hope that the original staff member who sent me the viewing appointment time returned to work Given that I was told I should have not turned up to the viewing time she offered without hearing back from her I thought that she would eventually respond to my email but no Zero customer service I emailed her to explain the above in case her colleagues had not made her aware I also suggested that it might be useful to cc in a colleague or manager to emails regarding viewings so that someone could take responsibility for ensuring that all clients responses were acknowledged prior to viewings I asked for the manager s email address as I wanted to make a complaint about the process The staff member replied to my email This was the response in total I m sorry you feel this way here is my managers email address email address removed for the purpose of Trust Pilot bourneestateagents com I had not mentioned anything about my feelings in my email to her therefore I am unclear as to what feelings she is referring to However this response is bog standard customer services speak for suggesting that the issue is the client s feelings not their customer service As she had provided her manager s email address I was able to cc him into my response to her and I quickly got a highly defensive email from him with no reference to the valid points I made in my original email Whilst I was shocked to learn that the person I had spoken to that day in the rain was the manager I now understand why there are various issues with the team that he is managing people are led by example An unhelpful manager who is reluctant to resolve an issue and instead waste time blaming the client creates an unhelpful team I hope that they remove me from their mailing list as requested asap and that I never hear from them again

Lack of empathy

I would give this estate agent 0 stars They have no understanding of how their actions and lack of transparency affects their customers I felt bullied disrespected and lied to for my 5 month ordeal in purchasing a home with them And then to be told that they are putting the home back on the market I have fed back to this estate agent as a whole and had no apology but instead was made to feel as if I was in the wrong for not using their recommended solicitor Shame on them as they truly failed to understand how much this has affected me and my mental health I don t want to name and shame who this agent was but she knows who she is Bourne in my eyes is all about business and lack empathy Disgraceful and be warned

highly Incompetent or just plain crooks

Moving out of a property is stressful while working a full time job You would hope that an estate agency like Bourne would be able to do their part of the job effectively I can t decide whether they are highly incompetent or just plain crooks Getting a date wrong on a legal document sending an invoice charging for 3 days rent before checking the tenant agreement date and admitting it was their mistake and then blaming the tenant for not highlighting the mistake We were no longer in the property and we returned the keys when requested by the agent We have followed instruction and done nothing wrong Yet they want us to pay them 3 days extra rent

Avoid this company

Attention Foreign Nationals Avoid This CompanyA year ago when I was searching for a house to rent and was new to the UK I didn t have the required references I told the agents I would pay an entire year of rent upfront to bypass the reference check and I was on a very tight moving schedule with only slightly more than two weeks to move Despite my offer to pay upfront and my lack of references it took them more than a week to process the reference check which ultimately achieved nothing I was forced to pay an additional 2 000 to the removal company due to the last-minute arrangements Now a year later this company is demanding that I return the property in pristine condition free from any wear and tear They are treating a minor stain on the basin as damage and have even called an electrician for a lamp cover that only needed a simple adjustment to the lamp cover This company s behavior reflects sheer greed and unprofessionalism To anyone from abroad particularly those from Hong Kong with substantial cash resources do not grant them any leniency There is no reason to be accommodating with them they are profiting from you whether you are a tenant or a buyer Best is avoid this company at all costs

Blooming Marvellous

Adrian from Bourne Estate Agents was very relaxed in his initial sales approach never applying any undue pressure His unique insight shone through when he suggested subtle adjustments to enhance the appeal of our home something none of the other agents even considered Jo effortlessly conveyed the details of the parking covenant to potential buyers This was a great relief as our previous agents struggles to understand and communicate it effectively Bourne s proactive approach including the creation of drone footage and responsive promotion injected fresh interest into our property which had languished on the market for six months with other agents Incredibly our home sold within just three weeks with an exchange completed in twelve Throughout the process Bourne especially Rebecca provided unwavering support I often joked that Rebecca became my weekly therapist during moments of stress as she was always there to reassure and guide us When issues arose with the buyer s agent Bourne went above and beyond to ensure the chain remained intact exceeding their contractual obligations in the process In contrast the service provided by other agents fell far short One agency had unreliable weekend staff who couldn t get the details right while another was downright arrogant and dismissive Looking back we regret not choosing Bourne from the start Their exceptional service particularly Rebecca s caring and empathetic approach deserves special recognition We can t thank them enough for making the selling process a breeze