I wanted to take the time to provide an honest and detailed account of my experience — both positive and negative — in the hope that it assists in improving future customer service and transparency for other buyers.I first enquired about the property in early July and was introduced to Mr. Mitchell Purewal, Residential Sales Consultant. Throughout the process, Mitchell was professional, efficient, and courteous. His prompt responses, clear communication, and polite manner during our face-to-face meeting at completion were greatly appreciated.During my initial viewing, I was assisted by Jada, Sales Consultant, who was equally professional and informative. She answered all my questions, shared valuable insights about the property, and conducted herself with a high standard of customer service. Her professionalism, telephone etiquette, and friendly approach made the process smooth and reassuring. Having read positive reviews about Jada beforehand, I can confidently verify those experiences based on my own.Following the viewing, I submitted an offer via Mitchell, which was initially accepted. However, I was then contacted by Mr. Samer, Mortgage and Protection Adviser, who informed me that the seller preferred a cash buyer. As I did not have the full amount available, I asked to be kept informed should the seller later consider mortgage buyers.Approximately four weeks later, around June 2025, Samer contacted me to confirm that the previous buyer had withdrawn and that the property was again available. We agreed that I would proceed via a mortgage application through Haart, increasing my deposit to 15%. A Memorandum of Sale was subsequently issued.I met with Samer at the Harborne office, where he carried out some rate checks and requested payslips, which I provided promptly. However, immediately after the meeting, while I was driving home, I received a call from him asking me to make a £78 payment to instruct solicitors. I would have appreciated this being discussed in person rather than over the phone.Later, I discovered that an additional £495 fee applied for the submission of a mortgage application. I decided instead to use a different broker who offered the same service free of charge. Despite notifying Samer of this decision, he continued to contact me via phone and email over the following weeks, which I found pressuring.When I confirmed that I would not be proceeding with Haart’s mortgage services, I received an email from Mitchell on 09.07.2025 stating:“Please be aware that if another offer comes in from a buyer who is ready to proceed, the vendor is prepared to move forward with them instead.”Given that a Memorandum of Sale was already agreed, this message caused concern and made me feel pressured into using Haart’s mortgage services in order to secure the property. I found this approach unprofessional and felt it compromised transparency in the process.After I declined Haart’s mortgage offer, communication from Samer ceased. I proceeded with my independent broker, obtained my mortgage approval from Nationwide Building Society, and shared confirmation of this with Mitchell.I also arranged my own survey, as Haart quoted £530 for a Level 2 report, whereas I obtained a Level 3 RICS-approved survey for £504. Similarly, the solicitor recommended by Haart, APL Lawyers, quoted fees between £1,900 and £2,500, which I found significantly higher than typical market rates.After receiving my survey results, I signed initial paperwork with my solicitor and shared my Level 3 report with Branch Manager Krystle. Unfortunately, my interaction with her was disappointing. I found her tone abrupt and unhelpful, lacking empathy or professionalism. When I explained that I was awaiting advice from my solicitor before deciding on next steps, I felt pressured to give an immediate yes or no answer and was not allowed adequate time to consider my position.I raised a formal complaint regarding this experience and expected contact from senior management. However, I did not receive any follow-up or acknowledgment. Given that I wished to focus on completing the purchase, I decided not to pursue the complaint further at that time.Afterward, communication was minimal until my solicitor followed up with the seller’s representatives directly. The transaction then proceeded to exchange and completion, at which point I collected the keys from Mitchell. His professionalism and courtesy at completion were again appreciated.For the benefit of other potential buyers, I would advise conducting independent research into mortgage brokers, surveyors, and solicitors to ensure they receive the best value and impartial service.
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