Raine & Horne Diggers Rest - DIGGERS REST

We purchased our home through Dean at Raine & Horne and unfortunately were disappointed with the service and communication around settlement and handover. Before settlement, Dean told us he would ask the vendor to provide a physical handover during the final inspection. This was important to us because the house has a number of systems we were unfamiliar with, including the security alarm, door bell system, Wi-Fi equipment, gas heating, hot water system and roller shutters. The handover did not happen and we were told the vendor was busy. After moving in, we struggled to understand several of these systems and experienced issues with the heating, hot water, security alarm and some roller shutters. We contacted Dean simply asking for assistance with the handover or information about how these systems operated. Dean then told us he would ask the vendor to call us on Monday, but unfortunately we never received the call. When we followed up and asked whether there was another way to obtain the information, we were told the vendor did not want us contacting them and that the handover was not Dean’s responsibility. Our building inspection and final inspection was also referred to, although our request was not about the building inspection or asking the vendor to repair anything—we simply wanted practical information about operating the systems in our new home. Dean also mentioned that we had brought settlement forward by approximately one week and that this had caused inconvenience to the vendor. However, the earlier settlement date had been mutually agreed by both parties. At no stage were we advised that agreeing to the earlier settlement date would mean the previously discussed handover could no longer occur. Had that been communicated to us, we would have understood and could have made an informed decision. We fully respected the vendor’s privacy and did not expect their personal contact details. We were simply asking for the assistance and handover that had previously been discussed. In the end, we received a screenshot with the security company’s details and had to contact them ourselves. Buying a home is a significant experience. We understand an agent cannot be responsible for every issue after settlement, but we do expect clear communication and follow-through on what has been discussed. If a handover or phone call could no longer be arranged, we would simply have appreciated being told that clearly from the outset. Unfortunately, the way our concerns were handled after settlement left us disappointed with the overall experience.

Simran AntalGoogle

Raine & Horne Diggers Rest Amazing work.

Sammy royGoogle

Helped us find a property to rent when we moved from the UK in October 2022 and have rented using them ever since. Dianne has been great communicating with us and very prompt with resolving any issues. Would highly recommend the Raine and Horne Diggers Rest team! Ravinder

navpowarGoogle