Rook Matthews Sayer estate agents in Whitley Bay, Morpeth, Ashington and 5 more

Dear Ken, Thank you for leaving our team 5 shiny stars. We're very glad our Morpeth girls were able to secure you your next property while maintaining professionalism throughout the sale. Thank you very much for the recommendation.

Dear Vivien, I have spoken with our West Denton office manager, who I believe spoke to you yesterday regarding your enquiry. We believe there has been a misunderstanding, as there was no mention of an in person valuation during the call, the office manager was under the impression all you required was a rough idea on property prices, which unfortunately she was unable to provide you with there and then. Therefore, she agreed to have a look into the properties within an acceptable timescale and give you a call back with a rough idea of what she felt could be potentially achieved on the current market. We are sorry for the confusion and can assure you that had the team known you required a formal, in person valuation they would have booked you in with our valuer. I believe our office manager has since called you in response to your review and valuation request. As you have been a client of Rook Matthews Sayer for in excess of 10 years it would be shame if you felt as though you were unable to use our services in future.

Hi Nicola, thank you for leaving our Whitley branch 5 shiny stars.

Dear Viv, I have checked with our Whitley Bay Branch Manager and the team, who were unable to locate you on our system, could you possibly confirm the name you would have registered under? Could you also let us know which property it concerned please? I assure you we take our customer service seriously and if you would like to discuss the matter further please feel free to email marketing@rmsestateagents.co.uk and our marketing team will be able to assist you.

Hi John, thank you very much for the kind words for Alison and the team. We're so glad they provided you with impeccable service. Wishing you luck in the future!

Dear Bob, thank you for taking the time to leave our Whitley bay team 5 shiny stars!

Dear Beth, thank you for leaving a lovely review for our wonderful Jan. We're glad she was able to guide you with her experience and support too. We hope you're very happy in your new home!

Hi Jenni, thank you for leaving a review for our Whitley bay branch and specifically Nicola. We're very pleased that she was able to push the sale over the line for you. We hope you're very happy in your new home.

Dear Stewart, we're so glad our Whitley Bay team were able to help you secure your future home in a professional and helpful manner. We hope to be able to assist you again in the future. Thank you very much for the lovely review.

Dear Christina, that was a lovely review to read and I'm sure our friendly mortgage advisor Neil enjoyed reading it too. Thank you very much for taking the time to write such kind words. Wishing you luck in the future!

Please be assured Rook Matthews Sayer's property valuations are undertaken by our experienced valuers, who also use comparables and further evidence to support the property price, and all our vendors have the final decision on the property price when presented with these figures. We’re sorry you feel as though our Jesmond properties do not fit your requirements. However, please be assured we have properties of all shapes and sizes and varying prices, I’m sure we will have something that ticks your boxes. Please check out our current listings here, www.rookmatthewssayer.co.uk/buy-property or call our head office to discuss your requirements further - 0191 286 9231. We hope to be of assistance in finding your next home.

Dear Sarah, thank you for writing lovely words about our Jesmond team. We're so glad they conitnue to provide you with 5* service. Many thanks!

Dear Daniel, thank you for taking the time to leave Marie, Kevin and the rest of the team a great review. We're so glad the team were able to provide you with 5 star service and hope we can be of assistance to you again in the future, should you require it. Thanks again

Dear Kelly, thank you for leaving such a lovely review for our Jesmond team, specifically Marie & Kevin. We're very glad they were able to provide you will such brilliant support and assistance throughout the purchase of your first home. We hope if you're ever looking to sell you'll consider instructing RMS. Thank you again and we hope you're very happy in your new home!

Dear Liam, thank you for leaving our Jesmond team and specifically Neil 5 stars. We really appreciate you taking the time to leave a review and are very glad that he was able to provide you with a fantastic quality of service. Thank you again!

Dear Christina, that was a lovely review to read and I'm sure our friendly mortgage advisor Neil enjoyed reading it too. Thank you very much for taking the time to write such kind words. Wishing you luck in the future!

Dear Marina, We are disappointed to receive your 1* review. I have checked with our Hexham Branch Manager and the team and we are unable to find you on our system, could you possibly confirm the name you would have registered under? Could you also let us know which property it concerned please? I assure you we take our customer service seriously and would like to investigate the matter further. Please feel free to email marketing@rmsestateagents.co.uk and our marketing team will be able to assist you.

Dear Mick, We are disappointed to receive your review and obviously wanted to look into this immediately to see what may have happened. We have checked with our Amble Branch and we are unable to find a Mick Wood on our system, could you possibly confirm the name you would have registered under? Could you also let us know further details surrounding the review by emailing marketing@rmsestateagents.co.uk? We take our customer service very seriously and investigate every low score as it is rare for Rook Matthews Sayer to receive a low review. If you would like to discuss the matter further please feel free to email marketing@rmsestateagents.co.uk and our marketing team will be able to assist you.

Hi Alison, thank you for taking the time to leave our Amble branch a review. We are sorry if you have been left dissatisfied with the service received at any point. If you'd like to discuss the matter further please feel free to email us at marketing@rmsestateagents.co.uk and we will investigate the matter further. Thank you again.

Dear Stephen, thank you for taking the time to leave Tracey at our Amble branch a 5* review, we're so glad she was able to help get the purchase over the completion line. We hope you're very happy in your new home!

Dear Joanne, thank you for taking the time to leave our Amble branch a thoughtful review. We're very happy that you received 5 star service from both our team. We hope you're very happy in your new home.

Hi there, thank you for taking the time to leave Rook Matthews Sayer Amble & specifically Tracey such a lovely review, it was a pleasure to read. We're very pleased to read about how happy you are with the service received. We hope you're very happy in your new home, thanks again.

Hello Trudy, We are very disappointed to receive your 1* review. I can confirm that we take customer service very seriously and it is rare for us to receive such a low review. I have spoken to the the manager at the West Denton branch with regards your review. We are sorry that you feel Barbara was unable to provide a high level of service, however, the manager has reassured me that Barbara spent an enormous amount of time chasing both sets of solicitors and without her doing so, the sale would not have exchanged and completed when it did. Perhaps the confusion surrounding solicitors was a miss communication, as the manager has also confirmed that the solicitor instructed by your mother is not on our panel and therefore not the solicitor we always use. Regarding the emails that are awaiting reply, Barbara and the manager have confirmed that phone calls took place in response to those emails, sorry you did not receive the responses in writing. Additionally, regarding the frustrations surrounding the fob, Rook Matthews Sayer did not have a copy of the fob and therefore relied on the seller and gardener to provide access, which although very frustrating I’m sure you can agree this is not the fault of Barbara or any other members of the team. Furthermore, when the branch chased the seller for the fob, to provide access for the viewing we found out that the seller was ill and was in hospital. This unfortunately delayed the viewing but was not something we could have rectified. While we understand how desperate you were for the keys and access to the property on the morning of completion, it is our duty to retain the keys until we receive confirmation from the solicitors that the funds have been transferred. Which again, we understand was disappointing for you, but due to Estate Agency legislation we could not allow you to have the keys prior to completion. Once the sale was complete and you were able to collect the keys Barbara was on the phone, so therefore unable to answer the door. I can assure you Barbara usually goes to the door with keys on completion and checks ID, she often has a quick chat too, but couldn’t on this occasion as she was on a call. I’m sorry you did not notice Barbara acknowledge you, the manager has confirmed that while he answered the door, she did acknowledge you. When he passed you the keys, wished you good luck and hoped you enjoy the new house and you asked where the fob was, he informed you that it would be in the bungalow for you. We hope this answers your points raised and we do wish your mother all the very best in her new property. Take care and stay safe. If you would like to discuss the matter further please feel free to email our marketing team marketing@rmsestateagents.co.uk.

Dear Vivien, I have spoken with our West Denton office manager, who I believe spoke to you yesterday regarding your enquiry. We believe there has been a misunderstanding, as there was no mention of an in person valuation during the call, the office manager was under the impression all you required was a rough idea on property prices, which unfortunately she was unable to provide you with there and then. Therefore, she agreed to have a look into the properties within an acceptable timescale and give you a call back with a rough idea of what she felt could be potentially achieved on the current market. We are sorry for the confusion and can assure you that had the team known you required a formal, in person valuation they would have booked you in with our valuer. I believe our office manager has since called you in response to your review and valuation request. As you have been a client of Rook Matthews Sayer for in excess of 10 years it would be shame if you felt as though you were unable to use our services in future.