RAWSONS ETHOS OF POOR COMMUNICATION AND CUSTOMER SERVICE

<p>I have been in the process of purchasing a home since December 2015. The difficulties faced throughout the process have been varied and complicated. Within the difficulties RAWSON has failed to play any part in assisting the deal to go through, or at least make me the buyer feel at ease. I have been left to do all the work to find out what is happening with the deal.</p> <p>Below is a mail sent to RAWSONS head office via their message app to explain my sheer and utter disgust at the lack of effort or communication put in by their Edenglen branch, who seem completely oblivious or carefree as to whether or not my purchase goes through.</p> <p>Unsuprisingly I have failed to have a response from them either. Apparently a lack of communication and customer satisfaction is an ethos supported and bred by the Rawsons property group.</p> <p> </p> <p>"To whom it may concern</p> <p> </p> <p>I am writing this to inform you about my complete and total dissatisfaction with the RAWSONS property group. In my dealings with your Edenglen branch I am left wondering if customer service and reputation maintenance is of any concern.</p> <p>The initial interactions with the realtor (Bev Waters) were good and problem free as she made a concerted effort to help us find a home. We signed an offer to purchase on the 8th of December 2015, where we were left feeling the offer to purchase was not adequately explained though Mrs Waters did take time to go through it. We went through the process of applying for a bond where I could not have been happier with the assistance received by Stephan Ehlers the financial consultant from RAWSONS who was fabulous, informative, professional and accommodating.</p> <p>Upon meeting and signing with our bond attorney we asked about when occupational rent was to be discussed to which we were told this should have been discussed when signing the offer to purchase. We showed her the offer to purchase where she noted the document was not filled out in a way that made it clear. I contacted Bev to inform her of this to which I was told there was an understanding that occupation would be upon transfer. I asked to please have this amended and made clear as this section of the document was not signed and initialled and I was told it is clear.</p> <p>I received very little if any communication from Rawsons. There were great difficulties in getting the clearance certificate and to get the process moving to which I was left to enquire consistently. Rawsons failed to keep me up to date with where we are in the process. In my enquiries I was informed that we needed consent from the master of the high court. I was informed by Brett ***nley (Franchisee of Rawsons Edenglen) that this was happening only AFTER sending emails to Rawsons to find out where we are in the sale. I was informed that that Bev has been off with phenomena (fair enough). I had no understanding that needing consent from the master of the high court was unusual in a sale and Brett working in the property industry surely should have, yet failed to inform me so.</p> <p>After speaking to private attorneys I was informed that consent was required due to the fact the seller was being sequestrated, marking the deal near null and void. Surely it is the part of the realtor to ask or secure whether the seller is in debt and inform the buyer of this fact. I was left to speak to lawyers, maintain contact and feedback consistently to ensure the deal stays on track despite this lapse on RAWSONS part. Rawsons displayed a complete lack of concern with ensuring the deal went through.</p> <p>Shortly after this I received a generic email from Bev Waters to inform me she had left RAWSONs. No communication from RAWSONS was made to inform me the realtor who I was dealing with has left the company and no communication to say who had taken over this deal. I was left dumb founded considering I was already completely dissatisfied with RAWSONS.</p> <p>A scathing email was sent to Brett and the transfer attorney about how terribly this whole deal was being handled. Chiara ***nley (Principle Franchisee) within hours phoned me to apologies and try to make amends. Her explanation of difficulties with Bev’s illness were mentioned but primarily her reassurance was ‘We are all human and make mistakes’. I was promised weekly phone calls and updates in March to make amends and help to assist with the sale. I have heard from Chiara a total of maybe 5 times since then.</p> <p> I was informed that many of the problems with the sale lay with the transfer attorney and not the realtor. I was told that trying to get the electrical compliancy was a realtor prerogative that again I too had to chase and only received last week nearly six months after the sale began. When it finally did arrive it was sent to me by Bev who had left RAWSONS.</p> <p>This mail is a watered down and summarised version of events to give a context to my displeasure and to inform you that I am appalled by the lack of knowledge, communication and effort displayed by RAWSONS. The primary difficulties around the sale hinge on the fact that the sellers financial situation was never brought to question or investigated. This sale has been on the edge of collapse and RAWSONS has displayed a complete disregard for this, as if the commission that would be made is of no concern. I am left wondering why commission is even being made considering I have had to do all the investigating chasing of documents and time frame. Is the purpose of the realtor to not facilitate and follow up on progress of a sale to give seller and buyer piece of mind?</p> <p>I am a young buyer, all of my friends and relatives are young and current buyers and I can tell you that none of them or anybody I come into contact with will use RAWSONS. I am quite simple in shock with the communication levels and disregard for client satisfaction.</p> <p> </p> <p>Regards</p> <p> </p> <p>Nick Birkett"</p> <p> </p> <p>This message in no way truley captures the lack of effort made on RAWSONS part. </p> <p>I am left wishing i had sought this property through an agency who communicates, let alone cares whether they actually serve a function because if the deal falls through where is their commission thus why are they even in business. </p> <p> </p> <p> </p>