Property sold, marketing strong, areas for improvement

I engaged Matt as one of several agents I met with when seeking a market appraisal and deciding who would be the best fit to sell my home. I appreciated his enthusiasm and his confidence that he could achieve a strong result. The marketing campaign for my property was well executed and showcased the effort I put into preparing the home. There were, however, aspects of the process that didn’t align with my expectations. I felt pressured during the initial meeting, as Matt was reluctant to leave without securing my signature. Throughout the campaign, the “working as a team” approach he emphasised felt more directive than collaborative, including being told to leave my own home for the first open in a tone I found unnecessarily firm. I also had concerns about how the first contract was handled. The buyers were pushed to a level that ultimately led them to withdraw during cooling‑off, which Matt later referred to as a “unicorn offer”. With more focus on understanding my goals, there may have been an opportunity to keep that contract at a level acceptable to both buyer and seller. The second contract was presented as the only realistic option, and I was advised that future offers would be significantly lower. I had expected to be shown all offers and conditions so I could make an informed decision myself. Communication also became more limited once the contract was secured, despite being told at the start that Matt would be my sole point of contact. In practice, I dealt with multiple people across the agency. Matt’s support person, Joel, was very authentic and honest, which I appreciated. The final touchpoint — an email from the head of the company addressed to my ex‑husband and using my former married name, despite me signing under my maiden name and being the sole owner — reinforced a lack of attention to detail. No apology followed. Overall, the property sold and marketing was strong, but my experience of the process was mixed. The service could be improved.