Hern & Crabtree LLandaff reviews in Cardiff

Dear Faranak Gh and Mike Tandy, We’re genuinely sorry to hear that your experience did not meet your expectations, and we take your feedback very seriously, especially when a client feels so disappointed. We’d like to provide some context around the events following the completion of your purchase through our agency. After the successful completion and key collection, you informed us that the back door key had not been left by the seller and that the door had been left unsecured. As you were due to go away the following day, we fully appreciated the urgency of the situation. Jo made multiple attempts to reach the seller, leaving several voicemails, but unfortunately received no response. As a result, you arranged for a locksmith, and we offered, as a gesture of goodwill, to cover the cost of replacing the back door lock (approximately £75). We understand that you also chose to replace the front door lock for added peace of mind. Later that evening, you contacted us with concerns about the condition in which the property had been left. Owen responded the following morning, before 10am, to acknowledge your concerns and to express our shared disappointment. However, as we explained at the time, the condition of the property upon handover is legally the seller’s responsibility. Estate agents are not party to the contract of sale and therefore have no authority to enforce standards regarding how a property is left. Any issues of this nature must be addressed through the legal representatives involved. We absolutely understand how stressful moving can be, particularly when things don’t go smoothly. We're truly sorry that your first impression of your new home was a negative one. That said, we must clarify that none of the issues you encountered were within our control or caused by our agency. We believe we acted promptly, professionally, and in good faith to support you wherever we were able. You are correct in quoting Densie, she did say she would rather not be having this conversation. That comment came from a place of genuine frustration, as she had already explained on several occasions that the matter lay completely outside our remit as agents. Despite our willingness to help, there was, unfortunately, nothing further we could do. To set expectations more clearly: no estate agency in the UK is legally responsible for checking, cleaning, securing, or preparing a property prior to the new owner moving in. While we would love to provide such a service, it is not something any buyer can reasonably expect under current industry standards. As we’ve stated in response to a review left on another platform, these responsibilities lie solely with the previous owner, and regrettably, we have no authority to enforce them. We always strive to support both buyers and sellers fairly, and while some matters are outside our control, we do our best to go above and beyond, as we endeavoured to do in your case. We sincerely wish you all the best in your new home and hope it brings you much happiness in the future. Yours sincerely, The team @ Llandaff H&C

Thank you so much for your kind review, Pamela. We are delighted to hear that Owen and the team were able to provide expert support while marketing your home. It is wonderful to know that you felt well looked after throughout the process and that you would recommend our branch. Your feedback is greatly appreciated and means a lot to everyone at Hern and Crabtree. Wishing you all the very best and thank you again for sharing your experience.

Hi David, Thank you for your kind feedback. Moving home can be incredibly stressful, so we are really pleased that Gina was able to support you and help things progress smoothly towards completion. Gina will really appreciate your comments and recommendation. Thank you for choosing Hern & Crabtree and for taking the time to share your experience. Kind regards, The Hern & Crabtree Team

Hi Ian,Thank you so much for taking the time to share your experience! We’re thrilled to hear that our team’s friendliness, professionalism, and expertise made the process smooth for you. We’re just as excited as you are and are keeping our fingers crossed for a quick sale! Please don’t hesitate to reach out if there’s anything more we can do to help.Best regards,The Hern & Crabtree Team 😊

Thank you Geraint for your positive feedback. We really appreciate you taking the time to review Lance and our Lettings Team. I'm sure they'll be really pleased to read this!

Dear Nick, Thank you so much for your kind words and recommendation. We're delighted to hear that Alastair provided sound advice and helped make the process smooth and straightforward for you, that’s exactly the experience we aim to deliver. It means a great deal to know you’d choose us again, and we’d be absolutely thrilled to assist you whenever the time comes. All the very best, The Llandaff Sales Team Hern & Crabtree

Hi Jeffrey, thank you for taking the time to write this lovely review and for your kind words. We work hard to ensure we get the best marketing for your home and over the moon to hear you're happy with the results.

Hi Trisha, I'm sorry you feel that we've fallen short of our normal standards. We pride ourselves on providing a great customer experience with good communication. We are sometimes impacted by third-party contractors which can cause some delays in carrying out repairs. We will take on board your feedback and we will be looking into how we can improve in the future and the contractors that we appoint. If you have any further feedback please email our area manager: rhodri@hern-crabtree.co.uk

Thank you Helen for your kind review and for trusting Hern and Crabtree Estate Agents Heath, Cardiff during what we understand can be a very emotional and challenging time. Handling the sale of a probate property often requires extra care, clear advice and consistent communication, so we are really pleased to hear that our team was able to make the process easier for you. Supporting our clients through every stage of a property sale in Heath, Cardiff is something we take great pride in. Your feedback means a great deal to the team at the Hern and Crabtree Heath Sales Office, and we are very grateful for your trust. If we can ever assist you again with selling property in Cardiff or the surrounding areas, we would be very happy to help.

Hi Patricia, thank you for your kind words and glowing 5 star review. It's great for us to hear your positive feedback about Adele (in Pontcanna) and Jo (in Llandaff), especially your experience with both our sales and lettings offices. Wishing you all the best - Hern and Crabtree

Thank you Ian for your review. Moving home can be a stressful time and we are glad we were able to assist with your purchase. Wishing you all the best.

Hi Rob, Thank you so much for your kind words. We’re really pleased the team were able to support you through such a difficult time and make the process as smooth as possible. Selling a home during a bereavement is never easy, so it means a lot to us that you felt well looked after and kept informed throughout. We truly appreciate you taking the time to share your experience and wish you and your family all the very best moving forward.

Hi Wendy, Thank you for sharing such a positive review with us. We are thrilled you had a great service from our Pontcanna Team.

Thank you so much, Julie! We’re delighted to hear you had such a positive experience with our Llandaff team and that your house sold quickly. Your recommendation means a lot to us, and we’ll make sure to share your kind words with the branch.

Hi Theresa,Thank you for your kind words! We’re delighted to hear that you found our service efficient and communication excellent. It was a pleasure working with you, and we’re here if you need anything in the future.Best regards,The Hern & Crabtree Team 😊

Thank you for your kind review, Jayne. We are really pleased to hear that you found the service professional throughout the sale process. Our team at the Heath office always aims to make the selling process as smooth and straightforward as possible, with clear communication and support from start to finish. It was a pleasure helping you with your sale, and thank you for choosing Hern and Crabtree. If we can help you again in the future with buying, selling or letting in Heath or the wider Cardiff area, we would be delighted to help., The Hern and Crabtree Heath Team

Hi Mollie,Thank you so much for your kind words! We’re delighted to hear that your experience renting through Hern & Crabtree has been such a positive one. Communication and prompt support are so important to us, and it’s wonderful to know that Adele and the team have been able to assist you so well. Your feedback truly means the world to us, and we’re honored to be your top choice among letting agents!If there’s ever anything more we can do for you, just let us know.Best regards,The Hern & Crabtree Team 😊

Hi Patricia, Thank you so much for taking the time to leave such a glowing review! We’re absolutely delighted to hear that you had such a positive experience with us. Providing great advice and service is at the heart of what we do, and it’s wonderful to know that the whole team lived up to your expectations. We’re especially pleased that Jan’s excellent communication skills made a difference for you. She is a valued member of our team, and it’s fantastic to hear that her dedication in keeping you informed and promptly returning calls stood out during your journey with us. It was truly our pleasure to guide and support you from start to finish. We know how important it is to feel reassured throughout the process, and we’re so glad we could make things as smooth and stress-free as possible for you. Your recommendation means the world to us, it’s the highest compliment we could hope for! If there’s anything we can help with in the future, whether it’s advice or assistance, please don’t hesitate to reach out. Wishing you all the very best, The Hern & Crabtree Team