Raine & Horne Wetherill Park

Never doubted that we had the right agent from the beginning! From our initial consult Sam demonstrated his great understanding of the current market conditions and trends in our local area, providing a realistic property value.

He provided valuable insights in to the current market conditions and suggested the best method of sale for our property and situation.

Sam’s genuine enthusiasm and love for his job is very refreshing and gave us immediate confidence that he’d get the best result for our family.

Sam and the team at Raine & Horne Wetherill Park communicated with us on a regular basis, making us aware of how the campaign was tracking, as well as buyer feedback after each open home. The regular updates on how the strategy was tracking were full of helpful information that showed us the team were doing everything they could to ensure a successful campaign. They worked tirelessly leaving us confident that no stone was left unturned. Every lead was actioned and communicated in a professional manner. Any concerns or questions we had were promptly answered, leaving us reassured and well-informed.

Each Open Home was run by Sam with efficiency and on time with the addition of ambience to create an inviting and welcoming feeling for prospective buyers.

Throughout our whole campaign Sam conducted himself in a transparent, punctual and honest manner, always well-prepared and organised in his dealings with us as vendors as well as with prospective buyers, ensuring compliance with regulations, always demonstrating his ethical business approach.

His high level of professionalism and genuine desire to do well for his clients saw a lively Auction day with results that exceeded our expectations.

Sincere thanks to Sam and the team at Raine and Horne Wetherill Park!

Simply the best. Being completely new to renting out a property it felt very daunting at first however Monique was extremely knowledgeable and guided me through the process from top to bottom making it very easy. She was responsive, friendly and personable. The first meeting was a very windy day and we both saw my neighbours bin blow over and she was quick to say she will pick it up and put it back before leaving to her car which she did. This is a testament to her character and showed me that she’s a lady of her word and not only did she care about my property but also the properties in the community. I would highly recommend her services! She’s professional, trustworthy and had my property leased within a week of advertising it online:)

RESPONSE TO THE OWNER:
"The tenants lost half the bond because R&H could not manage them properly. They should have been told they will loose the bond if they don't fix things".

I don’t recommend Raine & Horne for renting as they lack what it takes to be impartial from my experience.

I noticed a lot of errors & contradictions in their general routine reporting and on the final report issued.

To my knowledge they do not have qualifications or a degree as a Structural Engineer to record my property as structurally unsound.
This is wrong, ignorant & vindictive to persist so stubbornly in doing so.

I wanted to give them an opportunity to amend but they refused.
They confused safety with structurally unsound.

The structure of the house has nothing to do with the pool gate or not cleaning off Mould. This agency had no problems bringing 40 people to an open home in a so called structurally unsound house.

My family lived in this house for 18 years and no walls or floors caved in. We all got out alive!

I organized many renovations, fumigations as we raised our 3 children in this home. Natalie happy to accept hearsay from tenants which is contrary to the truth.

Natalie will tell you she can't help you because she is working from home & there is no one else to help. You get blocked from bringing tradesmen in & just end up cancelling.

We are dealing with a larger agency now & there is always someone willing to be of good, polite assistance.

Mrs. Ruisi did not treat us well & this agency is not worth dealing with. I don't recommend them.

If they can treat us like this, they can do it again, unless Mrs. Ruisi learns from her mistakes, who knows?
And all this was not just about a toilet seat?

SAM RUISI IS FANTASTIC! Sam and his team recently sold us our first home and like all first home buyers, we were unsure about the whole process. From the moment we met Sam at the first open home, he immediately made us feel welcome and comfortable. We instantly knew that we were in good hands! Sam and his team go above and beyond to deliver exceptional customer service that separates them from the rest! You will not be disappointed! I highly recommend Sam and the team at R&H wetherill park!

Awesome to deal with. Very professional. Both Joanne and Monique were on the dollar with rental amount and quick to get in a tenant. Got a tenant in within a week from advertising. With minimal effort on my end, they handled everything

We had the privilege of working with Sam, an exceptional real estate agent who recently sold our family home. From start to finish, Sam's professionalism, expertise, and excellent communication was exactly what we needed! We couldn't be happier with the outcome of our sale, as Sam managed to secure a great price!

Professional and helpful. Sam was professional throughout the whole sale process and was always available to answer any questions we had

Highly recommended
From our first encounter with Sam, he has proven to be a helpful, knowledgeable and professional agent. Sam and all his staff have been wonderful to deal with. Sam and his team have always been friendly, enthusiastic and possess excellent communication skills. The whole process of the sale of our house has been a smooth endeavour. We highly recommend Sam Ruisi and his team at Raine & Horne Wetherill Park and send our sincere gratitude for all their hard work.

Can't be happier with the results at auction of our family home. Sam, daisy and he's whole team did a amazing job. Sam crossed the T's and dotted all the I's, he left no stone unturned and was a fantastic communicator throughout the whole process. Thanks again team.
From colona, con and family

Awesome Agent, I give Sam start!

We met Sam through couple house viewing. A year past we still didn't get our dream home.
Couple weeks ago we decided to say hello to Sam and Daisy. It's been a while since we've seen them. On the day when we saw them we mentioned that we were still looking for our home.
They were so kind and really wanted to help. Sam and Daisy were from relaxed mode into action. We are here we will do our best to help you. Don't stress. I can tell you, they were doing there best to help us. Within a week we viewed couple of homes that Sam had on the market, but he went even further to help us, find what we really like. His words were guys we are here and will find a home for you. He sure did. Within 2 weeks from seeing Sam and Daisy they made our dream come true. We bough our dream home. Not a house, its a home. We met many agents, but not one agent did, what Sam did for my family. Excellent communicator, professional, honest, most importantly caring.
He made our dream come true.
Many Thanks

Rob is a very friendly, professional agent to deal with who knew the area and market well. He helped us buy our first home and was very quick and easy with all communications

A1 Service
Sam & Daisy and team were amazing from the get go. Their approachable disposition together with their professionalism and warmth proved to us as a family we had made the right choice selling our beloved home after 42 years. Sam kept us updated daily and walked us through the process until the big day of the auction and the sale exceeded our expectations. My family and I again thank you from the bottom of our hearts

Excellence. This was my first ever home to be leased out. I researched multiple agencies however the communication and competence by Monique exceeded the rest. Monique was very knowledgeable in the market and getting things done efficiently. Has been very helpful in managing the property. 10/10 Would definitely recommend if you’re looking for a excellent property manager.

The worst real estate agency to deal with based on the management of our family home. When something goes wrong Joanne Tartaglia and Natalie Ruisi are the rudest, most unprofessional, unhelpful, ignorant real estate agents we have ever dealt with.
A professional fumigation was required based on a signed pet agreement & also the Residential Tenancy Agreement that specifically states a fumigation is required. Natalie said she would chase up. Proof of fumigation was required but Natalie & Joanne decided NOT to provide it & ignore what is legally required in agreements. This is one of many bad experiences we had. They bully, ridicule, give attitude & try to outnumber & that’s not a fair, level playing field.
They are more concerned about 5 star reviews than providing good customer experiences & this is the wrong attitude to adopt in a service industry. Joanne argued with my dad that just a flea treatment was required and in the end not even a cheap irrelevant flea treatment was provided to us.
We were left with a filthy family home with many items in disrepair & damage. Natalie’s advice was unsound. The management is inadequate and they don't take care or listen to the landlords. Too many errors were made for R & H to backtrack. The fact remains that NCAT will uphold legislation in any signed Tenancy Agreement and the Property & Stock Regulation which Natalie has blatantly disregarded.
She took sides & engaged in dirty tactics probably thinking she could get away with it but may have forgotten she was still in a contractual management agreement with landlords & she clearly had obligations to fulfill but wanted to wash her hands of any responsibilities. R&H authorised the release of the Bond contrary to our clear & repeated instructions. Again breaching the Property & Stock Regulations & the landlords froze it at NCAT. It has been frozen with NCAT for 7 long months. We had to draw on our personal savings to fix some damaged items.
In addition you trigger my younger sister with your colluding tactics & threatening my parents that they did something wrong. They have done nothing wrong by telling the true story. As dad observed they were already ex- tenants during the final inspection. As dad was examining the pool gate in the backyard, we got barged in on and recorded accusing us of doing something wrong triggering Lucy. We felt unsupported. The keys were required to be returned the day before as per vacate date on termination notice, but no the dirty tricks kept on rolling in.
These tenants got a bargain rental for years with no rent evaluation or increase. A clean, beautiful house, with an upgraded salt water pool (we never got to use) and a detached outdoor studio/ garage. And when our family got our home back after a lot of stress & trouble, we didn’t know where to start. There was too much work to do, too much disrepair & cleaning. It was the worst mistake using R & H. Moving forward we have sought more competent real estate management elsewhere. One big bad experience is enough for us to want to boycott R & H Wetherill Park forever.

Highly disappointing experience with Mrs Ruisi managing our rental property. Poor knowledge of the Residential & Tenancy agreement.

I was refused entry & had to cancel both repair appointments as Natalie was working from home & no one else was available.

That was a frustrating experience.

After 3 years I attended my first routine inspection as the damages were accumulating.

R & H authorised the release of the bond to tenants contrary to our written/verbal instructions to Natalie

Landlords took the initiative to freeze the bond. Fixtures were thrown out with no verbal or written consent

The final inspection was horrible and witnessed by my husband, myself & younger daughter during which Natalie was willing to do without us but with tenants.

That day we pulled our daughter out of school earlier & we rescheduled both our work commitments (all last minute) as Natalie stipulated her demands on us & held keys ransom, well after the vacate date on termination notice.

Our teenage daughter was distressed by the aggression of the final inspection.

The conduct was appalling, not what you'd expect from a professional manager.

That's how our family home of 18 years was eventually returned to us filthy with many items damaged & in disrepair.

In our experience, it was the biggest mistake using Mrs Ruisi at
R & H as the managing agent.

Natalie passes on emailed threats & when my husband & I wanted to know what it’s all about she doesn’t want to explain. Why not?

A professional manager would be impartial & not willingly listen to hearsay that can't be substantiated.

Not sure what we paid management fees for? Her advice is unsound & one sided.

Instead of self reflecting, trying to fix when a mistake is made Natalie presented us with an aggressive, rude & vexatious attitude.

We agree with Cameron Del Mare’s 1 star review as we experienced this ourselves. She is pushy so don’t be fooled by the fake facade.

She divulged our personal information without even asking if we were okay with this or how we preferred to receive information.

Not respecting our privacy with details we provided in confidence & one address was completely unrelated to our dispute.

Very unprofessional, uncivil & unreasonable in her approach. We didn't like Natalie's management style that's why we couldn't see eye to eye.

We are doing nothing wrong by telling the truth based on our first hand experiences.

Isn’t that what reviews are meant for? Word of mouth marketing is important as people want to share their experiences.

We would not want to see anyone else go through these experiences and be totally unsupported & frustrated as we experienced.

Mrs Ruisi worked hard to shut us down & deleted two of my parents' honest reviews just to bring her review ratings up.

We would prefer to help someone out who finds themselves in the same situation.

Natalie didn’t manage our property reasonably based on The Residential and Tenancy Agreement.

Eg. A fumigation was required & stipulated in the Tenancy Agreement, but they wanted to substitute with an irrelevant/ cheap flea treatment.

A Tribunal Member compensated us for the professional fumigation that Natalie refused to follow up.

Another issue, Mrs Ruisi shared private addresses and one that was completely unrelated to the dispute.

Never once did she ask us if we were okay with our personal details being disseminated so freely, or how we preferred to receive information.

You need to tell Mrs Ruisi that your personal details are confidential, otherwise she will share it even with the tenant, who unexpectedly came to our home with no notice.

You would think Mrs Ruisi as the managing agent would advise the tenant not to do this as it goes against our wishes, privacy & it’s unwelcome.

Information could be sent to the property in dispute, but Natalie doesn’t want this.

She had unwarranted legal proceeding letters sent to our home address & emails all because we left honest reviews.

Natalie's management style is pushy, deflective & unreasonable. That's the reason we couldn't see eye to eye. No regard for Tenancy Agreements, just looks for the exit sign.

Other issues, authorising the release of the bond to tenants contrary to Landlords written/verbal instructions.

Fixtures we paid for were thrown out with no verbal / written consent obtained from us.

The final inspection Natalie was willing to do without us, but with the tenants & held our keys ransom, well after the vacate date on Termination Notice.

Our teenage daughter was scared at the aggression displayed at the final. We never expected & experienced this from a real estate agent before.

Our family home of 18 years was left in a filthy state with many items damaged & in disrepair.

Natalie relays horrible gossip from the tenant that can't be substantiated.

The shame is on you Mrs Ruisi because if you managed our property as per The Residential Tenancy Agreement & instructed the tenants to clean, not throw out fixtures & fumigate, the tenants would not lose the bond.

We did not feel taken care of contrary to agents obligations to landlords in the Property & Stock Agents Act.

My father, Phil, could hear Mrs Ruisi's comments at NCAT. “I don’t know how he sleeps at night! ” In response to you, I sleep very well at night, thank you! As I work very long hours at my jobs.

Show some decorum & etiquette as you know nothing about my life.

I'm happy the Member dismissed all the nonsense, gossip you choose to believe when a tenant came to your office to gossip/ ridicule about throwing out toilet fixtures. We never came to your office once.

So happy we won on the toilet fixtures when Mrs Ruisi was convinced we wouldn’t.

We would never recommend their services to anyone as they don’t do the decent thing by landlords.

​​

RESPONSE to Mrs Ruisi - Part 1
From Lescuyer family

Our reviews were based on our first hand experiences.
Mrs Ruisi constantly deflects blame.

We needed to write reviews as it was the only way to be heard and share our story to help others that may find themselves in the same situation as us.

We found Cameron Del Mar 1 Star review extremely helpful as we experienced the same attitude, dirty looks & poor service from Mrs Tartaglia & Mrs Ruisi.

We were constantly being attacked for everything & we were clearly not the only ones, as they claim & bully.

Prior to the NCAT claim we were advised by Natalie’s Criminal lawyer that legal proceedings would commence against us for our reviews, by hijacking our claim.

Her criminal lawyer has written her two, five star reviews.
NCAT has no jurisdiction in this area.

The end result was a successful outcome for landlords as we won 55% of the bond.

We didn’t expect to get all of it back.

We had 2 lots of evidence to produce only 2 days apart. Tenants/ real estate agents had months to prepare.

NCAT awarded compensation to Landlords on 7 claims for clear breaches of multiple clauses in The Residential Tenancy Agreements listed below:

1. For tenants throwing out fixtures without consent for toilet seat & cover
2. For tenants throwing out 2 supporting rods killing 2 standard roses
3. For Cleaning
4. For Pest Control
5. For fixing damages to kitchen cupboards
6. For Painting
7. For replacing Rangehood light globes.

In our opinion, this outcome is reflective of the inadequate management & follow up we received.

This could have been prevented if the Principal told tenants to clean, fix & repair all damages otherwise the bond will be lost when clauses are breached in The Residential Tenancy Agreement. Mrs Ruisi couldn’t be bothered.

For example the Pest control which Natalie said she would deal with at the final, but chose not to do anything about this requirement stipulated in the Tenancy Agreement.

Instead they go on about an irrelevant flea treatment & other concocted made up stories, which the Member dismissed immediately as it was complete nonsense.

Management should be impartial & not take sides. We found Mrs Ruisi to be constantly unaccommodating, impartial & deflective.

We wanted to hold management accountable to Agreements. As the Member stated there is nothing wrong with holding someone accountable to an Agreement.

For the Management issues the Member wanted us to pinpoint the exact email where we explained our intentions to Raine & Horne to re-lease our premises.

There were well over 80 pages of emails. The Member didn't have time to read all the emails & to find that in a minute's notice, was difficult.

We won overall in getting compensation in 7 key Areas we raised and that’s a good win for us.

Mrs Ruisi was able to produce an email from her phone to show the Member, we were not permitted to present any new evidence on our phone.

We should be relying on evidence already submitted by due dates thereby following procedural directions.

SEE part 2, review continues

I highly recommend the services of Monique, Property Manager, Raine & Horne Wetherill Park. Monique is professional and very efficient, responding to numerous emails and queries promptly and efficiently and always with a smile, nothing is to much to ask.

Professional and helpful making selling a painless experience Sam and the team go above and beyond to ensure you receive a great result; highly recommended