anonymous
Initial challenging start, resolved in completion
I had a somewhat challenging and confusing experience with McHale & Co Solicitors. I was initially introduced to them via my broker, Tembo. After my case was assigned to an agent, there was no initial contact or introduction from them, so I had to reach out directly to initiate communication. Unfortunately, this set the tone for a lack of clarity and ownership at the outset. There was a considerable amount of unnecessary back-and-forth throughout the process, and I experienced delays which were very frustrating. At one stage, my case handler was not particularly helpful and came across as rude when I was trying to resolve these issues. My case was also transferred between two different handlers without my knowledge, which further impacted continuity. I only became aware of this after calling and being informed that my original agent was no longer handling my case, without any prior communication or context. However, once my file was assigned to Taylor So, the experience improved. Taylor was efficient, clear in communication, and handled the process professionally and supported me through to exchange and completion. Overall, while the latter part of my experience was positive, the earlier stages lacked consistency, and client care.
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A representative from McHale & Co Solicitors responded to this review
Thank you for taking the time to share your feedback. We’re sorry to hear that your experience did not get off to the best start, particularly in relation to communication, delays, and the change in handling of your matter. We understand how important clear and consistent updates are, and we appreciate you bringing this to our attention. We’re pleased to hear that your experience improved once your matter progressed, and that Taylor was able to support you through to exchange and completion. Your feedback is very important to us, and we are always looking at ways to improve both our communication and continuity of service. If you would like to discuss your experience further, please feel free to contact us directly.
