Ngurealestate Reviews 4

I had a very disappointing experience with NGU Real Estate Ripley, particularly dealing with agents Leanne and Charles Kimmorley.

From start to finish, the service felt rushed, disorganised, and unprofessional. During inspections, we were repeatedly hurried through with comments implying the agent needed to leave quickly. At the pre-settlement inspection, the agent even turned off the lights while we were still reviewing the property, explaining she was late for a social engagement. This created unnecessary pressure and made it difficult to properly assess the home.

The situation worsened significantly at settlement. The property was left completely unlocked, which is unacceptable and raises serious security concerns. We were later informed the agent had forgotten about the settlement entirely and had gone home, without notifying us or ensuring proper handover procedures were followed.

Key handover was also mishandled. Not all keys were provided, and some remained with the seller and/or agent, creating confusion and inconvenience at a critical time.

Communication was extremely poor throughout the process and essentially stopped altogether once settlement was completed. Emails, phone calls, and messages went unanswered, leaving multiple issues unresolved.

There were also concerns around fixtures being removed from the property prior to handover, which should have been addressed and managed appropriately. Instead of assistance, responsibility was deflected, including attempts to blame us for matters that arose after settlement.

Overall, the experience felt disorganised and lacking in accountability. Buying a property should be a well-managed and professional process, but unfortunately, that was not the case here.

NGU means not good for you, as it does have dodgy Agent not good for buyer , too many lies wrapped in sugar coating , often block the buyer to go through the house thoroughly, do not trust what they said and never sign any papers until see the house properly, does not matter what ever the excuse Agent will make you to obstruct you to go through the property, as do not pay final payment until you go through the house , even Agent will say they are attending their family funeral, bit harsh but it is your money . and they are robber

REVIEW JEAN CAPPER
NGU Real Estate, Brassall QLD
The real estate agency that I was originally with was sold to NGU. I have had a range of property managers, some better than others.
NGU state “we are committed to delivering outstanding results whether you’re buying, selling or renting property”. That’s not true.
“We are not just another real estate agency – we’re industry game changers, challenging traditional methods and redefining how real estate is bought, sold, and rented. Our track record speaks for itself, and we invite
“We are committed to providing a comprehensive and superior real estate experience. Our vision is to exceed our client's expectations every time whilst setting standards of excellence in our market place.” That’s not true.
The last two property managers, have been poor quality and done a less than satisfactory job of managing the property. They have failed to identify damage to the property, failed to report it to the owner, provided false inaccurate inspection reports, failed to address and correct the matter, failed to manage the tenant.
The property manager’s primary responsibility is to protect the owner’s investment & ensure a steady flow of income by effectively managing the rental. Jean Capper did not protect the investment property well and did not inform the owner. There was damage done to the property & failed to follow up ensure that the damage was repaired by the tenant.
Part of the property manager’s duty includes conducting regular property inspections as well as overseeing repairs. While inspections were done Jean and Kimberley they failed to identify & report on damaged done to the garage door. The damage was clear in the pictures they took, however they failed to report on it, failed to notify the owner of the damage, failed to issue a breach notice without being instructed to, failed to follow up and see that the damage was rectified and the property return to the condition it was provided. As part of the inspection Jean failed to check gutters as part of the inspection which were full of leaves and needed attention. The previous owner of the business their staff did this.
A property manager charges the owner a management fee, to properly manage the property and see that it is maintain to the standard it was provided. They receive payment from the owner to care for, follow owner’s instructions, maintain the property to a high standard, ensure that it is maintained to the standard it was provided to the tenant as well as ensuring it is returned to the condition it was provided as per the lease agreement. While Jean charged the fee and took the money, she did not fulfill her obligations- ensuring lease standards were maintained, failed to follow up on instructions, had to be told to issue a breach notice as instructed for the damage done, failed to manage routine tasks to return property to the provided standard, repeatedly ignored instructions, failed to provided information requested, failed to respond to emails. Jean abrogated her responsibilities.
Matters & instructions were raised repeatedly, yet Jean would not address them & ensure that the tenant complied with the terms of the lease he had signed. She withheld information. She failed to learn from her mistakes and provide an accurate, true and correct inspection report.
A main role of a property manager is to manage routine tasks delegated to them by the owners & to preserved the value of the properties that they manage while generating income. Jean was disappointing in this regard. She was not proactive. She had to be told what to do with the damage that was done and still it is unresolved.
When a property manager does not do their job properly, it can lead to potential property devaluation due to tenant damage & increased stress for the owner. Poor communication & delayed maintenance are common signs of inadequate property management. NGU’s mission statement is just propaganda based on my experience.
Overall, the property manager experience with NGU has been frustrating and disappointing. Poor quality communication, not doing the job well, not providing true and accurate information, not following up on instructions, poor management practices I would not recommend NGU for property management. Trying to have matters resolved and going to the business owner has not been productive as they do not reply to emails, phone calls and messages to speak with them. You need to really research well to find a good property manager. I have learnt the hard way; they are few & far between.