Concerns Regarding Service Quality and Communication

We recently purchased a home with the assistance of Nilab and unfortunately, the experience was far below the standard I’ve come to expect from your agency. There were multiple communication issues throughout the process. Nilab arrived late to appointments, despite receiving prior messages. She cited her phone being on silent but this led to unnecessary delays. Punctuality and clear communication are essential during such significant transactions and this was lacking. In addition Nilab was visibly nervous when it came to addressing questions or concerns with the vendor. Her hesitation made the process more stressful for us as buyers. On settlement day after my solicitor confirmed the transfer of funds early in the morning, I requested that Nilab check with the vendor about the funds. She stated that it wasn’t her responsibility leaving us outside the house for hours without any updates. This lack of initiative and support during such a critical stage was very disappointing. Even after moving in, there has been no follow-up from Nilab. A simple check-in or acknowledgment would have been appreciated, especially given that we have had positive and professional experiences with Harcourts agents in the past. This experience did not reflect the professionalism and care we expected, and I hope this feedback will help improve future client interactions.