SHOCKING SERVICE - REMAX INFOGLOBE - SHAUN MURPHY

EXTREMELY POOR SERVICE IN A NUTSHELL:

Extremely disappointing and unprofessional service from REMAX agent Shaun Murphy.

I have dealt with a number of property agents over the years, and my experience with Shaun Murphy has been, without question, one of the most unprofessional I have encountered.

From the beginning, communication was extremely poor. We requested an application form immediately after viewing the property, yet it took several days to receive it. After submitting our application, it took approximately a week for our application to even be acknowledged. Thereafter, messages, emails and calls were repeatedly left unanswered, with little to no communication or updates provided throughout the process.

After approximately two weeks, we were informed that we were required to pay R500 for a TPN credit check. We paid this fee as requested. A week later, Shaun advised us that we had passed the TPN check with an A+ rating. We subsequently requested the results/documentation, but these were never provided despite our request.

Another week then passed before we were eventually informed that our application could not proceed because the landlord had decided to extend the lease of the existing occupants.

Had this information been communicated to us properly and timeously, we would have avoided spending weeks pursuing a property that was ultimately unavailable, as well as unnecessarily incurring the R500 TPN cost.

We made it very clear that we remained interested in the property and were not in a rush, meaning there was every opportunity to maintain communication with us should the property become available again. Once again, however, we received no meaningful follow-up.

I subsequently contacted REMAX directly to lodge a complaint. I was advised that the matter would be discussed with Shaun. Unfortunately, this appears to have made little difference, as the communication issues remained unresolved.

What makes this experience particularly disappointing is that I am currently renting through Pam Golding Properties, where I have experienced an entirely different standard of service — professional communication, responsiveness and proper follow-up. The contrast could not be clearer.

To be clear, my complaint is not that we were unsuccessful in securing the property. Landlords are entitled to change their plans and extend existing leases. That is understandable.

My complaint is the unacceptable manner in which the application was handled: delayed responses, unanswered calls and messages, a lack of transparency, inadequate updates, failure to provide requested documentation, and ultimately weeks of our time being wasted and R500 incurred unnecessarily.

An estate agent is representing not only themselves, but also the brand they operate under. This level of service reflects very poorly on REMAX and is certainly not the standard I would expect from a reputable property group.

REMAX management: I strongly recommend that you investigate this matter and review the conduct and service provided by this agent. Customers should not have to repeatedly chase an agent for basic communication and updates, particularly when they have comp**** with every requirement and paid fees requested of them.

An extremely disappointing experience and a serious failure in professional service. I sincerely hope REMAX takes this complaint seriously and addresses the matter appropriately.