Welcome to Henderson ReevesHenderson Reeves Connell Rishworth is one of Whangarei{s leading law firms. Our team offers a wide range of legal expertise and excellent service.Henderson Reeves has been at the forefront of providing legal services in Northland for over 30 years. We’ve developed a reputation for providing expert legal advice and trusted high quality service to individuals, families, and businesses throughout the Northland region.Our legal team is very experienced in all aspects of the law, with some nationally recognised areas of specialisation.
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“Unsurpassed service; a strong reputation for high quality service.” Quote from Henderson Reeves.
This is the second time we have used this firm for our conveyancing. The first time was faultless. Up until last week, our experience this time around was the same. Sadly, we feel let down this past week. Some of the issues can be put down to human error which we accept are a fact of life for any business. However, the reason for our low score was the response and attitude of one of the Directors, Thomas Biss, who became involved when we expressed concerns (and when there was no one more qualified than a legal secretary managing our case for a day). Essentially, he concludes that all the processes followed were normal, reasonable and satisfactory. Below I have summarized the main points of our grievance which amounts to what we feel is poor customer service. Better communication would have resulted in far less stress on our part. You can decide for yourself if this is what you want from a conveyancing firm!
We signed up with Sarah O’Donnell (who we have found to be an excellent communicator throughout the process). Unfortunately, Sarah took 1 week of leave (after only 3 weeks back from the extended Christmas break). The first we knew of this was receiving an “Out of Office” reply to one of our emails which was a little surprising! There is a second legal executive in the office who took over our case (we’ll overlook the garbled voicemail message in which we were referred to as purchasers not vendors - causing some confusion on our part which Mr Biss seems to think is irrelevant). However, this second person was also away 1 day in the week leaving only a legal secretary managing our case. Again, Mr Biss tells us this is irrelevant.
The mark of a business that truly delivers unsurpassed high-quality service is not only measured by minimising mistakes but by its actions, attitudes and remedies after the fact.
benjamin fernmoor | mr
“Unsurpassed service; a strong reputation for high quality service.” Quote from Henderson Reeves. This is the second time we have used this firm for our conveyancing. The first time was faultless. Up until last week, our experience this time around was the same. Sadly, we feel let down this past week. Some of the issues can be put down to human error which we accept are a fact of life for any business. However, the reason for our low score was the response and attitude of one of the Directors, Thomas Biss, who became involved when we expressed concerns (and when there was no one more qualified than a legal secretary managing our case for a day). Essentially, he concludes that all the processes followed were normal, reasonable and satisfactory. Below I have summarized the main points of our grievance which amounts to what we feel is poor customer service. Better communication would have resulted in far less stress on our part. You can decide for yourself if this is what you want from a conveyancing firm! We signed up with Sarah O’Donnell (who we have found to be an excellent communicator throughout the process). Unfortunately, Sarah took 1 week of leave (after only 3 weeks back from the extended Christmas break). The first we knew of this was receiving an “Out of Office” reply to one of our emails which was a little surprising! There is a second legal executive in the office who took over our case (we’ll overlook the garbled voicemail message in which we were referred to as purchasers not vendors - causing some confusion on our part which Mr Biss seems to think is irrelevant). However, this second person was also away 1 day in the week leaving only a legal secretary managing our case. Again, Mr Biss tells us this is irrelevant. The mark of a business that truly delivers unsurpassed high-quality service is not only measured by minimising mistakes but by its actions, attitudes and remedies after the fact.
15 February 2023