Robinson family
Awful customer service and attention to detail
The process began in May 19th and received notice of 'completion' on 29th July. While taking a little longer than expected were were reasonable happily and would have give a 3-4 star review. During this time Joe Furness from Holden Smith was not that forthcoming in his communication style and his phone manner was at time too 'relaxed'. We would have liked more efficient and regular updates and more energetic approach but I would have recommended Holden Smith especially considering their quote was on the lower end of the spectrum. That being said it appeared to be a very straight forward process of paying off a help-to-buy loan with cash savings. After 'completion' we would have assumed : 'no more to do'. However we were selling our house shortly after and that solicitor informed us there was no note on the Land Registry documents. We were starting to think the worst that we'd been scammed or something. We contacted Joe who said 'it was completed' just waiting on land registry and claimed that not his fault is the fault of land registry. Joe took over 2 weeks to reply to emails after which we called him and eventually got an answer in which he claimed it was down to HelptoBuy . After calling Help to Buy we found out Joe did not complete the 'DS1' form properly and seemed like pretty easy information to find out. This took a few days to sort and was eventually sorted , with Joe being more forthcoming (probably because we were so annoyed) . We would have not known about this error/oversight if it weren't for the other solicitor noting this. After all of this we eventually 'actually completed', having our account closed with Help to buy almost a month later. This could have been avoided had Joe not acted as previously mentioned. Because of this I will not be recommending Holden Smith and would not use them again. I sent them this email during the time and they never replied
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