amyd157

Working with LEAD Conveyancing Brisbane for our most recent home purchase has been an absolute nightmare.

After buying a simple bulk standard contract review with no issues, we decided to proceed with LEAD for conveyancing.

It took them nearly two weeks to get a service agreement drawn up after we exchanged contracts and notified the seller who we would use for conveyancing. Our first paralegal asked us to complete requirements for the financial clause, which we did promptly. Then, about a week later, we found out we were assigned a new paralegal who also asked us for the financial clause requirements. She couldn't confirm when it had been done.

The second paralegal offered to call back at a nominated time, but then did not do so. After waiting half an hour, I sent an email indicating I could no longer wait for her call as was going into a meeting, at which point she immediately rang me demanding I speak to her then. This paralegal neglected to answer simple queries by email (what is settlement date?, has finance clause been removed?), insisting on phone calls, but also never answered her phone. When she called us, her phone demeanor was unprofessional, rambling, and incoherent.

We were given written instructions to mail in stamp duty concession forms, which we did promptly. Two weeks later, we have not been told if the forms have been received, despite asking repeatedly for confirmation.

Then the paralegal got our broker's email address wrong. He only found out after chasing her up by phone.

We did not receive an email confirming our shortfall amount due on settlement until less than 48 hours beforehand. The receipt had been issued three days before it was sent to us. This made it impossible to organise a bank transfer in time, causing the first settlement delay.

By this time we had made a written complaint, and a manager intervened. On the original settlement day, the manager notified me that my ID verification had not been approved weeks prior when I completed the forms, because I did not submit documentation in the proper file format, causing another settlement delay.

Our service has been negligent, with very poor communication, a lack of attention to detail, incredibly slow turnaround times, and terrible customer service.