Bourne Estate Agents Opiniones 

This review is specifically for the great service received from Karen Reynolds working in the property maintenance department at Bourne. After having a less than ideal end to a recent tenancy, Karen responded so incredibly quickly, being very attentive and patient, meanwhile organizing various external services at very short notice to address several surprise issues that had to be dealt with very very quickly and efficiently. Karen remained totally unflustered and focussed, and dealt with my extreme frustration and urgency admirably. With a short period between incoming and outgoing tenants, Karen rose to the challenge and delivered what was necessary, with the result that the incoming tenants moved in successfully on time. A long 3 days, but I greatly appreciate Karen’s contribution, without which the whole process may have looked quite different, and would have certainly been more painful than it otherwise was. A massive thanks to Karen and keep up the great work - much appreciated! I very rarely leave reviews unless I have an exceptionally good or exceptionally poor service, so this is a testament to Karen’s great effort.

I have a property let out through Bourne that will need certain works carried out prior to new tenants moving in. I have been in ill health for a few months and Karen Reynolds, Property Manager has been obtaining quotes on my behalf and I am beyond grateful for the work she has put in to obtain quotes and arrange the works. She has kept me updated every step of the way and is an absolute asset to Bourne. Thank you!

A big thank you to Alice and Chris for helping us find a home, we had so many questions and they had so much patience! Thank you for your amazing service !

Working with Ross Trowbridge on our recent conveyancing transaction was fantastic! He was a pleasure to work alongside as he kept the client informed and was always there if we needed any support as the Solicitors. You are in good hands with Bourne & Ross!

From the outset, Adam at Bourne demonstrated a profound understanding of the local area and surrounding residential market. His knowledge, combined with his professionalism and dynamism, set him apart as a top-tier estate agent. Despite the current challenging times in the market, Adam exhibited remarkable expertise in navigating the complexities of the sale process.

One of the key strengths of Adam was the delivery of marketing materials and high-quality pictures that showcased our property effectively. The advice provided for bringing our £1.5 million residential property to market was not only timely but also comprehensive and accurate, reflecting Adam’s commitment to excellence.

Throughout the entire process, Adam consistently exceeded our expectations. His proactive approach and ability to manage and communicate the behind-the-scenes progress were instrumental in achieving a quick and successful sale. The timely exchange and completion of the sale further highlighted Adam’s professionalism and dedication.

I am truly grateful for Adam’s calming presence and the transparency with which he provided progress reports. His communication style ensured that we were well-informed and confident in every step of the journey.

In conclusion, I wholeheartedly recommend Adam at Bourne to anyone looking for an exceptional estate agent in the Cobham and surrounding areas. His outstanding service, coupled with a results-driven approach, made the sale of our property a timely, smooth and stress-free experience.

Thank you, Adam , for your outstanding efforts and for enabling a calm and successful sale.

The staff at Bourne exceeded our expectations in all respects. The team were especially outstanding in the letting of one of our flats in Esher. Their approach was professional, focused and highly skilled. Their client "manner" was as good as I have ever experienced and their determination and hard work to achieve the very best outcome was superb. It included regular reporting and up-dating and with offers to assist during the process and which went beyond the call of duty. It has been a pleasure dealing with them and we will have no hesitation in engaging their services again.
James and Marie Farrell

I would give this estate agent 0 stars. They have no understanding of how their actions and lack of transparency affects their customers. I felt bullied, disrespected and lied to for my 5 month ordeal in purchasing a home with them. And then to be told that they are putting the home back on the market. I have fed back to this estate agent as a whole and had no apology but instead was made to feel as if I was in the wrong for not using their recommended solicitor. Shame on them as they truly failed to understand how much this has affected me and my mental health. I don’t want to name and shame who this agent was , but she knows who she is. Bourne in my eyes is all about business and lack empathy. Disgraceful and be warned!

I had approached Bourne to help my friend find a bungalow property and I was bombarded by irrelevant emails with unsuitable properties. When I insisted that they stop wasting my time with these irrelevant emails, I was informed by a Senior Sales Consultant that "Unfortunately when we sent a mailout, there isn’t a preference to select houses or bungalows, would you like me to take you off our mailing list?". Aside of the basic literacy issues here, it is clear that they and their systems are incapable of meeting the needs of individual clients. More concerning is that when one of their staff did send me details of a bungalow that I was keen to view, I let her know that I was available the following Monday and she confirmed that a viewing would be possible at 4.30pm on the Monday. Although I did not respond to this offer until late on the Friday night, I assumed that it was going ahead, unless I heard otherwise, as they had the full day on Monday to forewarn me of any changes. I stood in the rain outside the property for 20 minutes before phoning Bourne to find out how much longer the viewing would be delayed and I was told that my viewing had not been confirmed as the staff member was unexpectedly off work on the Monday and had not seen my email. I was told that viewings were due to take place at the property at 5.15pm and, given that it was 4.50pm and that the Bourne office was only a 5 minute drive, I asked if it was possible that the person doing the viewings could come now whilst I was at the property before the 5.15pm appointment turned up. The phone was passed to the staff member doing the later viewings, whom I now know is the manager, and he was highly defensive in his tone, suggesting that I was at fault for turning up at the property without the other staff member re-confirming the viewing. My request to have a quick 5pm viewing prior to the 5.15pm appointment was denied and I was offered a 6pm appointment instead. I was quite shocked by the unhelpful attitude and expectation that I would wait a further hour in the rain until all the other viewings had been completed. I declined their offer. I waited a couple of weeks in the hope that the original staff member, who sent me the viewing appointment time, returned to work. Given that I was told I should have not turned up to the viewing time she offered without hearing back from her, I thought that she would eventually respond to my email, but no. Zero customer service. I emailed her to explain the above in case her colleagues had not made her aware. I also suggested that it might be useful to cc in a colleague or manager to emails regarding viewings so that someone could take responsibility for ensuring that all clients responses were acknowledged prior to viewings. I asked for the manager's email address as I wanted to make a complaint about the "process". The staff member "replied" to my email. This was the response in total: "I’m sorry you feel this way, here is my managers email address: email address removed for the purpose of Trust Pilot bourneestateagents.com." I had not mentioned anything about my feelings in my email to her, therefore I am unclear as to what "feelings" she is referring to. However, this "response" is bog standard customer services speak for suggesting that the issue is the client's feelings, not their customer service. As she had provided her manager's email address, I was able to cc him into my response to her and I quickly got a highly defensive email from him, with no reference to the valid points I made in my original email. Whilst I was shocked to learn that the person I had spoken to that day in the rain was the manager, I now understand why there are various issues with the team that he is managing; people are led by example. An unhelpful manager who is reluctant to resolve an issue and, instead, waste time blaming the client creates an unhelpful team. I hope that they remove me from their mailing list, as requested, asap, and that I never hear from them again.

Moving out of a property is stressful, while working a full time job. You would hope that an estate agency like Bourne would be able to do their part of the job effectively. I can't decide whether they are highly incompetent or just plain crooks. Getting a date wrong on a legal document, sending an invoice charging for 3 days rent before checking the tenant agreement date and admitting it was their mistake and then blaming the tenant for not highlighting the mistake. We were no longer in the property, and we returned the keys when requested by the agent. We have followed instruction and done nothing wrong. Yet they want us to pay them 3 days extra rent.

We recently purchased a house through Bourne. We found the team very helpful and a pleasure to deal with. We would certainly use them when looking to sell a property in the future.