Trusted Agent profile · Aldershot
★★★★★
1,913 reviews across 2 platforms
122 Victoria Road, Aldershot, GU11 1JX
Mackenzie Smith's office in Aldershot, at 122 Victoria Road, is rated 4.9 out of 5 across 1,913 reviews on two platforms, including 25 Google reviews rated 4.7.
Every review we hold for the Aldershot office, from every platform, shown as written. First names only.
5/5
TrustpilotHouse Sold
I approach Mackenzie Smith to see their availability to put my house on the market.
Thank you for your kind words of appreciation. We're grateful that you appointed us as your agent and delighted that we achieved the sale you were looking for. We wish you every happiness in your new home. Kid regards, Stephen Tetlow Managing Director Residential & New Homes Sales
5/5
TrustpilotBest of four..,
4 estate agents came to value our house, all had done research and came with a pre-conceived valuation. All were pleasantly surprised on viewing the property. Only Mackenzie Smith sent 2 agents, they were prepared to admit that their valuation was low, reconsidered it, and achieved a higher price as a result.Gavin and Gavin (the dynamic duo) polite, articulate, not pushy, a great team. Found the right people for the right home. Great work and a great result, eased the sale through making the process less painful for both the buyers and sellers
Dear Mr and Mrs Camp,Thank you for your kind words regarding both myself and Mr Fouracre. It has been a pleasure working with you in making your move to the west country happen.All the best from Mackenzie Smith in Yateley.Kind Regards,Gavin FrySenior Client Manager
5/5
TrustpilotNick was exceptional
Nick was exceptional. He was very helpful during the sale of our property and once we had a closed chain was very successful in keeping information flowing between the different estate agents.
Thank you, Alison and Peter, I appreciate you taking the time to leave me a review.I am pleased we were able to help with your move. It has certainly been quite the journey! I hope you are very happy in your new home. All the best,Nick KirbyAssistant Branch Manager - Ash Vale
5/5
TrustpilotExcellent customer service.
I have used various agents to let my property over the last 20 years, but in all that time I have never come across an agent that I would be happy to recommend. However, my recent experience with Daniel Harley, from Mackenzie Smith, has proven that agents do still exist that can provide excellent customer service from start to finish, keeping me fully informed at all times, alongside the utmost professionalism and attention to detail. I wouldn’t hesitate to recommend him.
Thank you for your review, Lesley. This kind of feedback means a lot to me.You have been such a pleasure to work with, and I look forward to doing so again, in the future.Warm regards,Daniel HarleyLettings Manager
5/5
TrustpilotI was very impressed with Mackenzie…
I was very impressed with Mackenzie Smith, they gave regular updates for viewings etc and were always helpful with any questions I had.
Thanks for the kind review, Annette. I'm delighted we got the apartment sold for you and your Mum. I hope that we made the process as smooth as possible for you both. The new owners are also very happy with the property. Wishing you all the best, Brian Lane Yateley Branch Manager
5/5
TrustpilotCoombe Road sale
We had an unusual request to put our property on the market in a tentative way firstly to test the market and get a feel for how we would proceed We were having a new build and wanted to find out what the property would give us as build money Gavin Fouracre helped us through the process of getting a picture in the window to see if we had any takers then picking those customers that would not want to move straight away We had several viewings all of which were hosted by Gavins team culminating in the sale of the property The financial side was delayed due to chain buyers solicitor not asking or receiving the proper information but Gavin and his team were supportive in telephoning them on a regular basis and keeping us updated Should we require there services again I would not hesitate to use them or recommend to people Efficient Friendly and Supportive Team Jenny & Alan Jackson
Dear Jenny and Alan,Thank you for taking the time to review our service. There is an old saying that you can only move as fast as the slowest link in the chain, and your buyers were delayed by their first time buyer, as you know, but I did believe we would cross the line eventually!Gavin FouracreYateley Branch Manager
1/5
TrustpilotManager Yateley handed over so many keys x2…
Manager handed over so many keys x2 bundles all unlabelled!
Dear Mark, I am sorry that you and your wife were left feeling dismissed. I have investigated the matter with the branch manager and addressed the concerns raised. A separate email has been sent to you with a fuller response. As the review relates to another person’s property transaction, it would not be appropriate to discuss the details publicly. Tracey Easton Operations Director
5/5
TrustpilotSelling our parents home.
I'm giving Mackenzie Smith 5 stars.They have been brilliant all the through what has been a stressful time. Always on the end of the phone or if I called at the office.They are very professional nothing is to much trouble. Kieran has been an absolute star from our first meeting through to the news that finally all is sorted.I would definitely recommend Mackenzie Smith to anyone looking to move house.
Thanks so much for your review, Lynda. With a couple of hurdles along the way we finally got there! As I mentioned to you, sales are taking longer at present to go through, so a mixture of patience and persistence is required, thank you for having both in this case!I’m grateful to you for placing your trust in us and thank you again for your kind words.Kind regards,Kieran EganSenior Client Manager - Hook
5/5
TrustpilotAs the buyer of a property Mackenzie…
As the buyer of a property Mackenzie Smith were selling, I was treated like I was their client. The quality of service was exceptional, I felt listened to, well supported, and that my best interests were at heart. If at some point in the future I decide to sell, then I would not hesitate listing my house with Mackenzie Smith. In the meantime, I will be recommending them to others.With thanks to David Lake
Thank you for your kind review.I do believe that vendors and purchasers alike deserve the best possible service, I sincerely hope you will be happy in your new home.Best wishes for the future.David LakeSenior Client Manager - Farnborough
5/5
TrustpilotEXCELLENT SERVICE AND VERY PROFESSIONAL…
EXCELLENT SERVICE AND VERY PROFESSIONAL As a first time buyer I didn't knew what I need to do to get the property. When I started communication with Mackenzie smith,I was well informed from the start and at every stage. My case have been handle in very professional manner and was able to answer my questions via all means of communication. Now I am at exchanging stage and will soon be able to get the keys Thank you Stephen Down for all the time you have spent for me and support. To Reviewers - HIGHLY RECOMMENDED to use the services
It was a pleasure assisting you with your move into your new home. Thank you so much for your kind words. Best wishes,Stephen DownSenior Client Manager - Farnborough
4/5
TrustpilotJustin and the team at the Fleet office…
Justin and the team at the Fleet office managed to get my property sale through after a marathon transaction which lasted some 5 months from sale agreed to exchange of contracts! In all, they came up with 2 buyers after taking on the property from another agent who had overpriced the house. I was generally satisfied with the service particularly as MacKenzie Smith demonstrated that there is more to selling than sticking an ad on rightmove! If I had one criticism, it would be that they did not always drill down to the route of problems, preferring to leave it to solicitors who had no incentive to rush things.
It has been a pleasure Mark. Thank you for your kind words, it's very much appreciated. We value the feedback, both positive and constructive as we continue to strive for exceptional service.Best wishes for the future,Justin SmithSenior Client Manager - Fleet
5/5
TrustpilotAndrew and his fantastic team
Andrew and his team have again shown how lettings should be done. A thoroughly professional experience, arranging viewings on a scheduled "open house basis" ensured little disruption to existing tenant whilst achieving a wide number of viewings resulting in new tenants being secured. I can thoroughly recommend Andrew and the team at Fleet
Hi Chris,Thank you kindly for your review. It has been a pleasure to work with you again and to secure long term tenants for one of your properties. Please do give me a call when the next one becomes available.Kind Regards,Andrew TraversSenior Lettings Manager
5/5
TrustpilotFrom start to finish an excellent…
From start to finish an excellent service. Simon provided a friendly valuation and gave good advice on how to market the property and what work would/wouldn't add value.Property was listed on the Friday and offer agreed on the Monday. Simon was great at the negotiation stages and understood what price we would accept.Throughout the process there was great communication with both Kris and Simon who always returned calls and emails if they were not available (or if I emailed late!). Kris and Simon helped chase solicitors and I was very happy with this. Thanks again for all your help!!
Dear Andrew,Thank you for your comprehensive review. I’m delighted to learn that you are very happy with the service provided. It was a pleasure to formulate a transaction for you in a timely manner at the best price possible. Kris and I wish you the very best.Simon Dredge Hook Branch Manager
5/5
TrustpilotWe have recently moved in into our first home
We have recently moved in into our first home and would like to leave this review for Mackenzie Smith Farnborough office and in particular a very professional work done by their Senior Client Manager, Stephen Down. Stephen was our main point of contact and was handling the transaction from beginning to the end. He always kept us up to date with any developments and was very approachable to ask any questions and provide further guidance. As a first time buyer you may be unsure about the processes and would hope that the estate agency handling your purchase always provide you with the most accurate and trustworthy information. From the recent experience we’ve had with Mackenzie Smith Farnborough office, we feel confident to say that you will be in very professional hands should you choose to buy/sell your property with this estate agent.
Thank you for taking your time to write a review Denis. I’m glad you had a good experience as we pride ourselves on going the extra mile and giving a first class service to all our clients (sellers and buyers). I thoroughly enjoyed working with you and I wish you all the best for the future. Stephen DownSenior Client Manager - Farnborough
5/5
TrustpilotKatherine is an excellent Land Agent
Katherine is an excellent Land Agent. Nothing was too much trouble.After initially approaching us, we had several meetings with her, some of which were held after office hours.There were a few problems with the land but these did not faze Katherine. At each meeting we agreed on a plan of action & were constantly kept up to date regarding this.Eventually, after Katherine's tenacity & hard work our land was sold. I would highly recommend Katherine to anyone who has land to sell.
Dear Valerie,Thank you very much for your kind review. It really was a pleasure representing you and your family. As you say, there were a few hurdles along the way, but I feel we all worked together to get them resolved. I am delighted that we managed to secure a successful result for you all and you can enjoy the benefits over Christmas and the New Year.If there was ever anything else you needed, please don’t hesitate to get in touch.Kind regards as always,Katherine GrayLand Manager
5/5
TrustpilotStephen Down was fantastic!
Stephen Down was excellent throughout the whole process.From the first viewing, Stephen was always willing to go above and beyond. He returned back to the house the same evening so we had a chance for our families to view the property before we put an offer on the property (even though it was quite late).He guided us through the process as first time buyers - directing us to financial advisors and advising us of every stage of the purchase.Once the offer was accepted and the process had begun - he kept us well informed and in contact throughout. He would call at least three times a week to let us know that he is chasing it up and giving us as much information as he could find out.He would answer any questions and be contactable at any time. He was willing to chase every day for things. If we emailed - he would reply promptly or follow up with a phone call. He was always happy to help where he could and made this very clear to us! He offered the best customer service and he is an asset to the Mackenzie Smith team. We will absolutely be using him again on a revaluation and sale of the property.Thank you again for all your help on this purchase, Stephen! Miss C De Filippis & Mr A Tester
Thank you very much for your superb review of our services, it was my pleasure assisting you in the purchase of your new home. We, as a business, thrive on getting the job done well and to receive feedback of this nature makes the job even more satisfying. I look forward to seeing the place once you’ve put your stamp on it.Wishing you a Happy Christmas, and best of luck on your onward purchase for the New Year.Stephen Down Senior Client Manager - Farnborough
5/5
TrustpilotHighly recommended
From the offset, James impressed us, showing a greater level of customer awareness and empathy than other estate agents we had spoken with and creating the right sales plan for our needs.We found him knowledgeable, understanding, well networked and supportive. More than once, he went beyond his remit to support and guide us in our purchase, as well as our sale and related chain.I would absolutely recommend James and Mackenzie Smith
Dear Jo,Thank you for such kind and constructive feedback.It is so nice you recognise the dedication and experience myself and the team have.Moving house is an emotional and testing experience and having the comfort of knowing you have an agent beside you who understands your needs is so important.I have really enjoyed working with you both which really makes this job worthwhile and I know how happy you are all going to be as a family in your new beautiful home.Best wishes,James HarrisFleet Branch Manager
3/5
TrustpilotIt is with some regret that I have to …
It is with some regret that I have to review McKenzie Smith with a negative. They do say that moving home is one of the most stressful things that you will do. I can definitely vouch for this and unfortunately Pedro, our Estate Agent at the Farnborough office did little to alleviate that stress. Our move was hit by many complications at the bottom of the chain and as such our move was constantly delayed. Trying to obtain information from our agent was impossible; phone calls were never returned, which I found at best unbelievable, at worst, rude. Emails were answered but I had at times, had to chase for those answers. After the 12 week contract had expired, I asked for costings for ‘tearing up the contract’ and again Pedro failed to provide the appropriate advice. This, unfortunately was a constant in dealing with Pedro.Fortunately for us, Pedro had 2 weeks planned holiday and Steve Panther, Farnborough Branch manager took over. The change was remarkable; phone calls and emails informing of progress. Rather than chasing, Steve was very proactive in dealing with our situation to the point that I asked Steve to carry on until completion.Had it not been for Steve's intervention, I would have only rated a 1* but feel that 3* is now appropriate.Dear Tracey Not really happy with your response. I note that you commented more on my positives regarding Steve, rather than the negatives regarding Pedro. Although Steve did get us over the line, we had over 15 weeks of ineptness by your colleague Pedro, yet you have not indicated how his inefficiency and absolute unprofessionalism will be dealt with. I lost complete confidence with your colleague and it was only alleviated by Steve getting us over the line. I felt robbed; both financially and emotionally in what was a very difficult move. What, if anything, has your company done to make sure that his kind of behaviour will not be tolerated and will not occur in the future?
Dear Alan,Firstly, I’d like to thank you for taking the time to review your recent sale with us. At Mackenzie Smith we pride ourselves on providing a high standard of service, so we’re really sorry to hear that on this occasion we have failed to meet your expectations regarding communication.We’re pleased that Steve was able to bring this to a successful sale for you. Please be assured that we do genuinely value your input, any feedback from our clients is vitally important as it enables us to continue to improve on our service.Thank you again for your time, and of course for entrusting us with the sale of your property. I do hope that if you should ever have a need for our services, that you would consider allowing us to assist you once again.Best regards,Tracey Easton, Financial Controller.--------------- Dear Alan,I’m sorry that you feel my response didn’t answer the concerns you raised.Please be assured that all feedback we gather is used to measure staff performance on a monthly basis. The Trustpilot reviews received are allocated to the relevant employee, who is then either thanked for a job well done or, if issues are raised, these are then addressed by the Branch Manager to highlight any training needs and improvements needed.Our reviews help us to progress and develop, ensuring that all members of our team are able to meet the high standards required by both Mackenzie Smith and more importantly, our valued clients.Your feedback will be given to both individuals concerned, who will be managed in line with our company procedures, as stated above.My apologies again that we did not meet your expectations on this occasion.Should you wish to discuss this further, please feel free to contact me on traceye@mackenziesmith.co.uk.Kindest Regards,Tracey Easton
5/5
TrustpilotJames Harris in Fleet ... goes the extra mile!!
We recently sold and bought our new house with Mackenzie Smith and, in particular, James Harris is excellent!!We initially had a keen buyer whose agent wasn't helping get their house sold and James was going above and beyond what was expected to help this chap, giving advise as to how to manage his own agent. Sadly it wasn't meant to be but when another buyer came along James fascilitated the sale, purchase and many 'back and forth' issues with developer brilliantly ... and kept his calm, and help us keep ours, through the entire process!!I would (and have already) highly recommend James to anyone; HE gives estate agents a good name!!!Thanks for everything James :)
Dear Ashley,Thank you for taking the time and trouble to provide such a lovely review. As a family, I really enjoyed dealing with you all and it is nice to be recognised for the work and effort we put in, on a personal level, whilst the job can often be challenging, it is also rewarding.Thank you for all the kind recommendations, I really appreciate it.Kind regards,James HarrisSenior Client Manager
5/5
TrustpilotSimon and his team at Mackenzie Smith …
Simon and his team at Mackenzie Smith far exceeded our expectations.We had concerns before signing up with Mackenzie Smith as their valuation was considerably higher than other local agents. Our fear was we would be overvalued and on the market all Summer. We need not have worried, plenty of viewings and feedback given after every viewing. An asking price offer in just over 2 weeks achieved. Simon continued to keep us abreast of our sale and kept the lines of communication flowing between solicitors and our sale completed without any hiccups.Could not have asked for more.Thanks very much to Simon, Kris and Louise.
Dear Karen,Thank you for posting your review. Selling your property was an absolute pleasure, and you were great clients to work with. As an agent, it brings me enormous job satisfaction to know that I provided the correct advice in the first instance and backed it up with great service too, so your feedback is hugely appreciated. Please pop in to the office to say hello, if and when you are ever passing by.Many thanks,Simon Dredge Branch Manager
5/5
TrustpilotMcKenzie Smith, Hook.
Kris at McKenzie Smith, Hook, has been a hard working, empathetic estate agent for us during the sale of our property. After an unsuccessful four months with another agent, Kris sold our house in a matter of weeks. We really respected the way he was able to communicate complicated house selling scenarios and then go out of his way to help solve them. We were always in the loop, and Kris was always prompt in answering any queries we had. And if Kris wasn't in the office, his colleague Simon was equally helpful, and also up to date with our house sale progress. Our house sale was in very safe hands with McKenzie Smith, Hook.
Dear Ruth, Thank you for your fantastic review. It really has been a pleasure working with you and I am over the moon we were able to sell your property for you.I wish you all the best with your next steps and if there is ever anything else that either myself or my colleagues at Mackenzie Smith can do for you, please don’t hesitate to get in touch. Kind Regards, Kris HolmesSenior Client Manager
5/5
TrustpilotSale of our house
From the first time Chris attended and had a look around to the day we completed on our sale, he was professional, honest and straight down the line. Contact was good, he assisted on enquiries that wouldn't necessarily be the resonsibility of an estate agent and was calm and level headed the whole time.A stressful process at times was made a lot easier and I would whole heartedly recommend Mckenzie Smith, Chris particularly, to friends or family looking to sell their home. Thankyou very much.
Thank you for your positive review Jim, I was pleased to have been given the opportunity to sell your property and am delighted that we were able to assist.Good luck with the move and should you ever need anything, don’t hesitate to get in touch,Kind Regards, Kris HolmesSenior Client Manager
1/5
TrustpilotDreadful Customer Service
Jason at Mackenzie Smith behaved disgracefully towards my husband and I when we were selling our property. Jason was fixated on another property (South Lane) and wasn't interested in selling our home. Why talk to us about another property which was unconnected to ours, not even similar and Jason then telling us to lower our asking price after 10 days?We decided to exercise our right (within the 14 day cooling off period) to terminate our contact with Mackenzie Smith as we did not feel that Jason was acting in our best interests. We explained our reasons to John Mundy who was understanding of our situation. We thought that would be the end of it. Sadly not! The next day Jason persisted on harassing my husband and I, by phone, text and email. In Jason's email he threatened us with seeking fees for work that Mackenzie Smith had carried out unless we proceeded on a dual agency basis. John Mundy had confirmed that we would not need to pay any fees but Jason is a law unto himself. I emailed John asking to be left alone which again I thought would be the end of that. Sadly not after weeks of peace and quite Jason popped up again. Which part of leave us alone does Jason not understand? This time Jason was enquiring about dual agency again. My husband started receiving post from another branch and an email welcoming him re: registering with Mackenzie Smith. We can only assume Jason was behind that. We had no option but to put in a final complaint to Ed / Steve as we felt the service and being asked to be left alone was not filtering through to Jason. Being harassed and making someone feel threatened does not make good customer service.My advice, proceed with caution as the behaviour of one individual has tarnished my view of Mackenzie Smith.
Dear SSP, As discussed following your letter a little while ago, having investigated your complaint regarding Jason, I whole heartedly agree that on this occasion your experience was not what it should have been and certainly not one on which we as a company strive to provide. Whilst we can in no way condone Jason's behaviour, he has personally recognised and accepted that his actions were considered to be over zealous and lacking in both tact and diplomacy. With an extensive track record, Jason prides himself on working tenaciously to maintain his personal reputation and, for that reason alone, will use your comments and feedback in an effort to further enhance the service he provides. Having unfortunately accepted that on this occasion there is no way in which we can regain either your faith or confidence, we would like to wish you every success with your impending move and as promised, if I can personally be of any further assistance, you will have my full attention and support.Kindest Regards,Steve Tetlow,Sales Director
5/5
TrustpilotMackenzie Smith, Fleet
James at Mackenzie Smith, Fleet, was brilliant! He continuously kept us updated on our sale, called us back when we left a message and was invaluable as the go to person for us, our buyers, our solicitors and buyers' solicitor. The team as a whole at Fleet had regular briefings so we could speak to anyone about our sale if James was out of the office and everyone was always very professional. We considered going with an estate agency where we would manage the process ourselves but, we can safely say that Mackenzie was worth the commission - I don't think we would have got to our lovely new home without James.
Dear Jonathan and Jess,I hope you are settling into your new home. Whilst I am sure you will agree we had some challenges, I am pleased I was able to deal with them on your behalf and that you could see the benefit of using us with a personal approach and valuable experience.You were a pleasure to deal with and I know as a family you will fit into the Benley community extremely well.Make sure you come and say hello when you visit Fleet.Best wishes,James HarrisSenior Client Manager
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