1 /5 Sarah: Purchased a property in Dec and we had all our paperwork finalised, Brook who we worked with made multiple mistakes initially with our paperwork, which we rectified.
All communication was difficult and needed to be chased up and after submitting everything in October, I assumed smooth sailing. I followed up many times checking in and she kept dismissing me and said not to worry.
Come day of settlement, she submitted the original (incorrect) document for settlement which did not match the documents from my bank and mortgage broker, this leaded to an unsuccessful settlement.
We re-signed all the forms Brooke and our mortgage broker that evening to get settlement for the next day. Brooke did not tell us there was a missing document she failed to provide hence delay of settlement again.
The next day we finally got through and settled our home.
3 days late, we had planned on moving in the weekend, but could not due to the multiple delays and had to push everything back (we gave ourselves 2 days buffer time after settlement) and unfortunately was pushed back until after the weekend.
All the rescheduling costs and vendor delayed settlement fees accounted upto over $5k extra all due to Brooke submitting the incorrect forms on the day of settlement.
We then reached out to our mortgage broker and ANZ to identify the issues with settlement as Brooke tried to blame ANZ and the mortgage broker. An investigation was completed and identified all my bank forms were correct, except land title forms as the original incorrect forms were used, which only came from Brooke.
Once we settled I reached out to Brooke but she had suddenly left and I spoke to Gwyn the Director of HDME and he said he will look into it, 2 weeks went by, 3 unanswered emails and many calls never returned.
Finally got through to Gwyn and he said he did investigate but no wrong doings, I pressed him on what he found out and he couldn’t go into it or explain how he decided no wrong doings, I had sent information from ANZ and my mortgage broker and he dismissed the claims without identifying if he went through all brooks communication with me.
I asked about emails I sent to Brooke and he couldn’t justify it kept saying needed to look into this.
Last communication was March when he said he will and now its June and still heard nothing and still unanswered emails.
Appalling.
