Pure business, no compassion!
I needed an urgent will completed for my terminally ill mother. Bal (the co-founder and director) contacted me and dealt with my query quickly and efficiently. There were a few things I needed to check with my brother before finalising and signing any paperwork, which I relayed to Sunny (client practitioner). She said this was completely fine and to get back in touch when I was ready. I had no communications with them for the whole month of June, but this was ok as per my instruction that I'd be back in touch. Unbeknownst to Bal, he rang me on the day of my mother's funeral (18th July) prompting me to pay my invoice. There was no asking of how I was, how my mother was or whether it was a good time to talk. He went straight in to remind me to pay my invoice and then threatened me with debt collectors if I didn't. I didn't even say that I wasn't going to pay it! I genuinely didn't think an invoice needed to be paid as I didn't continue with finalising the will and was quickly reminded that plenty of hours went in to creating it and to pay for the work they put in. Of course, I paid it a few hours after. I then called up 2 business days later to confirm receipt of my payment as I received nothing from them.
Up until this phone call, I would have recommended Maple Wills for their swift action in compiling an urgent will for my mum and for the service throughout. However following my call with the director, Bal, I was deeply disappointed. As the face of the company, he should set an example of how to speak to clients. Setting up an urgent will means the family are in a desperate and distressing time, it isn't just all business! He prides himself on providing the utmost care and compassion, which I didn't not feel. The final thing which tipped it off is I didn't receive an apology directly from him, but was fobbed off to the business manager, Kim, to deal with my complaint who apologised on his behalf. Absolutely unprofessional and not good enough. If you are going to use this company for any wills, make sure they video call or see the person's face who the will is being written for as they'll accept any Tom, D*ck or Harry, as long as they get some kind of voice confirmation over the phone. Had I received an apology directly from him, I would not have written this review, but I felt it imperative to highlight the unprofessionalism and lack of compassion of this company. They are aware that an honest review of my experience will be posted online.