Buying  property is stressful ... But the agency can make it even more stressful
We recently purchased our first property and what we thought would be the most exciting and rewarding experience of our lives turned out to be the opposite. Our estate agent was amazing at first, negotiating with the previous owner on our behalf, getting our offer accepted, over another higher offer, that was made without bond pre-approval. As soon as our offer was accepted and the bond application admin work was finalised (the property agent now knew the deal was closed) it felt like the tone had changed. Communication was suddenly almost cut off completely, regular updates were not given. The transfer of ownership of property was never explained to us. From there on out we had to constantly phone the agent to get any feedback. At times when we followed up the property agent told us we were harassing her. The agents knowledge of the transfer of property process was very limited and my personal one or 2 google searches provided me with more information regarding the process and the timelines than she ever gave us. When I spoke to the GM (not sure what his title is) I was apologized to multiple times (even after he spoke to his agent to get her input) I was then promised an apology (This never happened) and he asked which Gift I wanted as a congrats on the new home. My response was that I didn't want a gift all we asked for was for better communication and service ... After his first apology I was also told that communication would start picking up and that they would regularly follow up and provide us with feedback.. Again It turned out that I had to consonantly follow up with the property group. Finally when the transfer was done (handover day as per the contract was that the property will get handed over by 12PM on the day of transfer) we had to again phone the property agent. I was then told that the home owner is unreachable and they unfortunately couldn't do anything about this. (During this time we had to move out of our rental unit due to notice given with indicative guidelines from the agent on moving dates-We had to make alternative living arrangements for more than a month, which the agent also knew about and she knew how critical it was for us to get the keys handed over as soon as possible) The previous owner later informed us she had moved out a week prior to the transfer date already. Again I did not understand why o-yes didn't use the opportunity to be proactive and get the keys etc, ready as the property was vacant. I was shouted at and spoken to very rudely by the agent multiple times including the day of occupation (which again should have been a great and wonderful day turned out to be the opposite) The agent didn't personally hand over the property nevertheless said thank you for the business. When we opened the house that day the the property was not in the condition as per the date of signature on the offer (which the offer clearly state it had to be in on day of transfer) The pool was in a bad state and water level was extremely low. The walls were damaged and the critical electrical appliances like the stove tripped the power. To this day this has not been resolved and we are still battling to cook in the evenings. There were some highlights i.to service from o-yes but the low-lights overshadowed them tremendously.