Atlantis Property Services Ltd
View statement from Mr John Sykes, Group Managing Director of Atlantis Property Services Ltd.
Statement from Mr John Sykes, Group Managing Director of Atlantis Property Services Ltd as we received it on 26th January 2009:
I am the founder of Atlantis and have been monitoring this site with genuine disbelief, as we regularly receive such positive feedback on our service and should we ever have any isolated incidences where clients are unhappy we pride ourselves on being proactive in resolving the issue swiftly. In fact all new tenants have for many years received a welcome letter from Andrew Strong our Managing Director, a week or so after they move in, which reads ‘Thank you very much indeed for choosing Atlantis to assist with the letting of your new home and I trust that your move has run smoothly to date, with our office ensuring that the necessary paperwork was completed efficiently and to your satisfaction. I take my role within Atlantis very seriously and greatly appreciate your business, as such should you have any issues during the tenancy which you feel that my colleagues have not dealt with to your satisfaction, then please do contact me direct and I will do all I can to help. I wish you much happiness in your new home’.
Also, the telephone number section of our website has stated for the last 5 years ‘We believe that all clients should be able to contact our board of Directors. Customer service is a crucial element of our business and we would love to hear any feedback you have about the service that we offer or indeed if you have any other information that may be of use to us’. This is then followed by the direct dial telephone numbers of our board of Directors who have been with Atlantis for many years.
There are usually more to these complaints than meets the eye and is often down to communication. There have been comments on this site stating we charge tenants unfairly, this I strongly disagree with. There are of course occasions when charges are enforced which are clearly laid out in our Terms & Conditions before the tenancy commences e.g. if a tenant is in breach of their contract for not paying their rent (although we always give tenants an allowance of 4 days to be late just in case the rent due day lands on a weekend or bank holiday) as it creates a certain amount of extra work, as you would expect to incur a minimal fee if you did not pay your credit card or mortgage on time. Another example would be deductions from a tenant’s dilapidations deposit if there are any damages at the end of the tenancy, this is not determined by Atlantis but by an independent inventory clerk who the landlord also has to abide by. If there is no damage (fair wear and tear is taken into consideration) then there are no deductions for dilapidations. Whilst I acknowledge that as a company we will not be bullied into making the wrong decision, it should be noted that we always endeavour to act fairly, we are members of ARLA, TDS, ARMA, NAEA, OFT and abide by their strict code of conduct.
Atlantis have the largest market share in the Reading area and therefore it goes hand in glove that we should expect to receive more reviews, coupled with the fact that as a society we are all too eager to complain but rarely praise, however I fully acknowledge that one bad review is one too many.
I am the founder and Managing Director of the Atlantis Group and I can say very sincerely that I truly care about my business and customers and am very unhappy to read the comments on this website. I have never lost sight of my role here and as always I am available to assist customers in any way I can who are welcome to contact me via my direct dial number: 0118 955 7002 or my e-mail j.sykes@atlantisgroup.co.uk.
Please be assured that we do care.
Kind regards
John Sykes
Group Managing Director
Customer Reviews
Reviewed by Charlie on 5th June 2009
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
Yes
IP address: SMT.TDD.T7N.UDL
I have rented various properties with Atlantis over the years and found them very helpful. They have a good variety of properties to rent and have always found me and my family a suitable property with all my needs being catered for. I would recommend Atlantis to my friends and family.
Reviewed by Lewy on 27th April 2009
Services: Lettings (as a Landlord)
Property: Residential
Experience: Would you use the agent again?
No
IP address: TUM.TGZ.TUT.U9D
One word - rubbish.
Reviewed by Mars on 19th March 2009
Services: Lettings (as a Landlord)
Property: Residential
Experience: Would you use the agent again?
Yes
IP address: S9M.UDD.UL7.T7M
I am a Landlord living out of the area with a property in Reading. Atlantis have always managed to let my properties, without leaving it empty. They have kept me up to date with the progress of new tenants and I have found them to be very helpful and approachable. I will continue to use Atlantis now and in the future and would be happy to recommend them other landlords.
Reviewed by Gary on 5th March 2009
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
Yes
IP address: SZ7.UZM.UZL.UTN
Dear Andrew
a quick note for your information on the great service provided by your staff at the Market Place, Reading branch.
My family and I recently relocated from Australia to the UK on a 2 year contract with my work. During the process, we booked from Australia a weeks stay in one of your short term apartments in Reading, the 'Blakes Quay' apartments. We then had to quickly find and secure a long term let on a house suitable for all of us! This was accomplished in a relatively short period of time and the transition from the short to long term accommodation was quite a seamless process.
I would like to pass on thanks to your staff who co-ordinated the process, namely Emlyn Hepburn (first contact and inquiries from when we were still in Australia), Heather Smith (who looked after our short term inquiries and booking), Paul Morton (co-ordinated the long term inspections and letting) and Charlene Jones (finalising the whole 12 month long let process).
All very approachable and friendly in their profession. Again, thanks for the whole transition process, made that much easier.
Kind regards,
Gary Simpson
Reading
Reviewed by KateJS on 16th February 2009
Services: Lettings (as a Landlord)
Property: Residential
Experience: Would you use the agent again?
No
IP address: 9QE.9EJ.9XQ.9V3
Interesting. I believe Andrew Strong is the same Andrew that I dealt with when I first let my property a few years ago. The one that told me that he could not contact my prospective tenants because they had gone abroad on holiday - when in fact they were sitting on my sofa, having been driven to looking us up in the phone book by the lack of contact from Atlantis. Having assumed he would have left by now I was actually considering giving them another go - maybe not!
Reviewed by Asker on 14th February 2009
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
Yes
IP address: 9FB.JFX.JEX.9VV
I was a tenant of Atlantis before I purchased my house. I always found them extremely helpful if I had a problem with the property. Someone was send out within a week if I had a small maintenance issue and straight away if it was major. I would use them again if I was renting and when I come to sell my house.
Reviewed by Moo on 30th January 2009
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
No
IP address: EJ3.9BB.EBB.9XQ
I am incredibly dissapointed with Atlantis. From the very beginning of my tenancy we have had serious problems with them. We arrived at the house to a foul stench; the fridge and freezer had been left closed and uncleaned for so long that it had partially rotted and there was mould everywhere. We called Atlantis time and time again to sort this out, because we couldnt use it, and the house smelt like decay. The landlord ended up sorting it out himself and hiring a cleaner.
They also charged us rent twice in a month, and then had the nerve to say that they wanted to charge us an administration fee for reimbursing the overcharged money!!
Not only this but we asked for a repair man to be sent in as we could not use the cooker (the hob was so old that every time we turned it on it let out the smell of burning plastic), and we rang five times to get this sorted. Days turned into a week, and in the end I complained. The landlord again sent in his cleaner, and we were not charged.
I am now being told that I will need to pay a fee for a reference to be sent to my new landlords, and I move out tomorrow! I got mouth from the woman on the phone, and ended up complaining yet again.
I am also very concerned that I will not get my full deposit back; I have spent days (and a lot of money) cleaning the flat to make sure it is in pristine condition, and better than it looked when we arrived. Both myself and my partner have decided to be present at the deposit check because we just do not trust atlantis. The flat was in a disgusting state when we arrived, and I am certainly not being denied my deposit after every effort I have put into making it habitable again. I have even had to get up on a ladder with a bucket of bleach to clean the black mould that they failed to spot covering the roof of our bedroom, and the doorframe. I have been unable to clean one area simply because I was too concerned I may break some of the furniture and have our deposit taken away.
I sincerely hope that in the future Atlantis will get their act into gear; I wouldnt wish this experience upon any genuine hard working tenant. I will certainly not be using their services again.
Commented by Andrew Strong on the 2nd February 2009
Dear Moo,
I am very concerned to read the comments that you have placed onto this website. Would you please give me a call so I may investigate your complaint further. My direct line is 0118 955 7001.
In respect of your comments regarding rental payments I would advise you that we do not have a direct debit facility for our lettings department and therefore we have no authority nor ability to take money from your bank account. You may have a standing order with your bank requesting them to pay us a specified amount of money each month and it is possible that your bank may have sent this twice? Administration of approximately 20 minutes is created by arranging for money to be reimbursed to tenants and therefore we make a charge of £12.50 plus VAT to do so.
I do hope to speak to you soon.
Kind regards,
Andrew Strong
Reviewed by Mr. T on 21st January 2009
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
No
IP address: JFB.93E.9IB.9VB
There are far better letting agents in Reading than money sucking Atlantis.
Reviewed by Thanks Atlantis on 4th January 2009
Services: Lettings (Prospective customer)
Property: Residential
Experience: Would you use the agent again?
No
IP address: 9QE.9EJ.93J.9IR
The most horrible of the lot. Really unprofessional people in the Reading branch. They have no idea about a property being available or not for letting. Made me and my family wait for more than 30 mins outside the property when and it was really cold and the agent never turned up. They did this twice to me. After that, out of frustration when I went to their office, I was told that the existing tenant has locked the apartment and left and we cannot view the property for that day. Every agent has a spare key of a house. But it seems Atlantis does not :-). They could have come up with a better excuse. Anyways, they gave me an appointment for the next day which I agreed to. The next day, their agents calls up and informs me that the apartment has already been let. Hmmm... strange, is'nt it? I asked one of the agent in the office if the apartment is available, and I was told it is. May be the other agent had some vested interest in the apartment. And the irony is that the apartment is still available. You can check their website for 2 bedroom, Bridge Street, Reading, £850. Anways, have decided never to go for Atlantis ever. Have informed all my friends (in and outside the office) about my experience (and I have a very big friend circle). Luckily none of them are with Atlantis and after my experience no one plans to goto Atlantis.
Reviewed by Mr S on 25th November 2008
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
No
IP address: 9QE.9JI.EBB.9QJ
As promised from my message sent before on 13th May that I will provide an update. After reading Thetenant's review I can sense that person is extremely disatisfied and I fully understand why.
Stuart, I don't think these people are being unreasonable as they are all being honest. And yes it is funny to see that Sarah and Stuart are from the same IP address with a short positive comment like the ones before.
But back to my review, I just can't emphasize how unprofessional they are (with the exception of the helpful receptionist and a young man who may have recently started working there). It was very insensitive to send the agent, who offended my friends and I previously, to show potential tenants around my house. I didn't want to see her again. Was she even showing them around the property when each time she couldn't be bothered to unlock my back garden door to let them see and complained that a small bucket was on the way? It seemed like she wanted to get out as quick as possible. The other agents let the viewers take their time and have a very GOOD look at the property before leaving.
I know Thetenant is definitely going to comment about what I'm going to say as they must've experienced this as well. 8 out of 10 times they brought viewers around unexpectedly and have told me that they have sent me a text message to my phone. I never received those text messages and each time when I tell them that, they say they have had a problem with the system and they will get it fixed. I'm an IT specialist and I'm pretty certain it doesn't take 3 months to fix an problem like that. Also, one time I was away for the weekend and they had called me to inform me of viewers looking at the property. I came back after the weekend to find my front door unlocked, and it is not a sturdy door either. Thankfully no one invited themself in.
Unfortunately, I had to stay to the end of my contract because they couldn't find tenants. I received my full deposit back a month later minus those admin fees and the cost of sending the letter to me, etc etc. The landlady of that property was very nice and was also disappointed with the service that Atlantis provided. I guess I'm not the only one who has spoken to their landlord/landlady where they have said the same thing about Atlantis.
My friend was also going to be a first time tenant and he was looking at Atlantis, but there is no way that I could let him deal business with them.
I am currently with Martyn Russell and they get things done immediately and professionally!
I would never recommend Atlantis.
Reviewed by Danielle on 15th October 2008
Services: Lettings (as a Landlord)
Property: Residential
Experience: Would you use the agent again?
Yes
IP address: TUG.S9G.UN7.TDU
Let my property for 3 years and now I'm selling. James has always looked after me and hopefully he'll find a buyer soon.
Commented by Thetenant on the 19th November 2008
Its absolutely ingenious that allagents are now showing the IP addresses so that you can SEE that several of the positive reviews have all come from the same IP address. Atlantis- is that false reviewing even legal?! Perhaps your time would be better spent sorting out clients problems instead of trying to boost your rating on here. Hang your head in SHAME!
Commented by Stuart on the 25th November 2008
Perhaps the agent is getting happy customers to review when they visit the office. This is what they asked me to do!
I was intrigued by the comments on this site when they asked me to place a review and to be honest I think most people are being unreasonable.
Its always difficult to keep all parties happy when you the middle man between two people. With Atlantis being the biggest agent in the town its seems obvious to me that they cannot please everyone!
If you actually take time to read reviews of all the Reading agents you will see that the biggest agents have the most negative comments...why because people love to complain but are rare to compliment!
Commented by Thetennant on the 29th November 2008
The surely to be objective they should have asked me to place a comment when I came into the office to complain? It is all to easy to fail to compliment a service which left me without heating for three weeks during February and had male estate agents entering the property where a single woman was living alone with no prior notification for over three months. Perhaps the agency should only expand within its means- if a big agency can't meet the needs of its customers it is a bad agency. By the way Stuart, did they ask you to come back in and reply to the post?
Commented by Stuart on the 4th December 2008
No thetenant they did not.
Every person has their own views about matters and I fully appreciate yours, my comment just stated general facts about the general public and about agents in Reading.
I'm not saying that Atlantis are perfect but as the biggest agent in the town they must be doing many things right.
Reviewed by Sarah Stoward on 15th October 2008
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
Yes
IP address: TUG.S9G.UN7.TDU
stayed 14 months in reading and used atlantis, they were great!
Reviewed by Stuart on 15th October 2008
Services: Lettings (as a Landlord)
Property: Residential
Experience: Would you use the agent again?
Yes
IP address: TUG.S9G.UN7.TDU
We have used Atlantis since they started back in 2000. We have always found them to be a good agent and they have always looked after our interests.
Reviewed by CH on 29th August 2008
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
No
IP address: TUL.UZM.TGM.U9N
The fact that Atlantis has to go onto this site and try to redeem themselves by writing positive reviews themselves says it all. Every good review has been written in the same style, all by people with first name usernames - not too obvious!!
I agree with all below comments - Atlantis have been nothing but unprofessional, fleecing, arrogant and uncaring. Apologies - the receptionist has always been very helpful. Apart from that, our whole experience with Atlantis has been absolutely horrendous.
Property 1:
- No oven for the 3 weeks it took for them to get someone out to fix it. Their maintenance guy brought the wrong part twice, failed to even turn up once. It was agreed we paid reduced rent as compensation, then letters were sent demanding we pay arrears as well as an administration charge for sending out the letter!!
- Shower had to be fixed twice because the problem was not resolved the first time a plumber was sent out - then had to be replaced completely.
- Inventory was years out of date according to the clerk who had checked the property before (which was not even checked when we moved into the property).
- Deposit then took 3 weeks to come back to us - none of the above problems were resolved without constant hassles and pestering from our end for Atlantis to ever get anything done.
Property 2:
- No washing machine for 2 weeks, despite being a brand new apartment. We had to pay £50 for 2 service washes - again, agreed we would have reimbursed to us. This never happened and they denied all knowledge of ever agreeing.
- Deposit - we were fleeced £230 for ridiculous reasons. Having been told there would be no extra hidden charges other than those for example for professional cleaning, we are being charged £60 'finalisation fee'; £30 'contractor fee'; £60 - 'Atlantis Maintenance Invoice' and £80 for cleaners - having spent a whole day gutting and cleaning the apartment head to toe.
This came back 2 weeks late. I have had to chase Atlantis on several occasions to find out what is going on - including contacting one of the MDs - only to get a response that because some of their staff were on annual leave there was a backlog of files to get through including getting people's deposits back to them. This just illustrates the unprofessionalism - what company lets their staff go on holiday at the same time, letting slip levels of customer service and key business processes in the meantime??
I need to add - the only reason we stuck with the agency for the 2nd property is because being so desperate to get out of the first one, they were able to find us another very quickly. However lessons have been learnt and I would never wish this agency on anyone, let alone even think about using them again.
Commented by josieparker on the 10th September 2008
Well I'm no expert but my understanding is that the tenants' deposits legally have to be held in a protected fund (in this case with ARLA) and that the tenant should be given a user number in order to access this. It is not up to the agent to deal out the deposit refund as I believe that both have to apply to the 'holder' and it should not be released until both parties agree to its distribution. If no agreement is reached then the 'holder' should act as arbitrator. Take photos too if you are accused of damaging something - just in case. I might be wrong.... but I don't this so. Oh and if you think the tenant has it rough - you should try being a landlord - they treat them with the same contempt.
Reviewed by GF on 11th August 2008
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
No
IP address: WHS.WCC.WPA.3BP
From other reviews here, I must have had it good...
Completely unprofessional and incompetent people, particularly in the property management department.
I had problems with the central heating not working which was not resolved for 3 weeks and required me having to rant at their office before one of the Directors offered a solution and repairs were made. The staff are completely unreachable on phone at any time of the day (except when you want to make a payment).
Inspections were carried out quaterly, which turned out to be a needless farce considering the number of repairs required that were highlighted in the inventory check-out. Made me wonder what the point of the inspection was.
Getting meter readings on leaving was a disaster as their reading turned out to be completely wrong requiring Thames Water to get the correct reading themselves so as to close my account.
The final straw was having to chase up on the deposit only to find out on expiration of the legal 10days after agreement that they would just start processing it. Even worse, they wanted to charge £25 to fast track the refund processing. How does one get the nerve to tell a customer that you did not do your job in the time allotted by law and contractually and that for you to do your job quickly after flouting the law and contract you will need to charge??? Unbelievable!!!
I just pray I never have anything to do with them again.
Reviewed by Adam on 15th July 2008
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
No
IP address: S9U.UGT.TD7.U7M
I have dealt with a number of Estate/Letting agents over the last 6years in Oxfordshire, Northumberland, London, Dorset and Reading. I have never come across such a poorly run, unprofessional, deplorable 'company' as Atlantis.
I have lived in an Atlantis 'managed' (I use the term lightly) property for the last year. From day one I have had problems with this organisation and its ever changing 'work-force'. I have never actually had a contract stating the correct dates despite trying to secure one for 12months now. My rent is paid via direct debit on the same date every month yet for some reason I regularly receive fines for late payment.
I have also had issues with Atlantis in regards booking appointments for prospective tenants to view the property. This is an ongoing theme, the day I moved into the property myself, we had to delay by a number of hours as they had lost every single key (including window keys). This has happened a further two times and I have had to provide newly cut keys (at my own expense) so that customers can view the property.
The team of Estate agents can only be described as cowboys. They have limited knowledge of the market they are working in and come across as smarmy and desperate. As for the rest of the organisation, they do not keep records of previous conversations or phone calls, are generally very rude. I would highlight the Accounts department as being specifically incompetent. I often find that when I have an issue, it ends up that I do the work for them in resolving the issue. I could go on, however, I think you can form a comprehensive picture of how poor Atlantis are from other peoples reviews.
I am currently disputing my leave date with Atlantis and with each staff member I speak to I receive a different story. This has been ongoing for over 6 weeks. A such I am now in the process of seeking legal advice. Atlantis are an organisation that feed you lies, mis-inform you, mis-represent you and try to fleece you whenever they can. I have just bought my own property, and I can confirm that Atlantis are the laughing stock of estate/letting agents in Reading. When you have a poor reputation amongst your peers as well as your customers something is wrong. As well as seeking legal advice I will also be complaining through the ARLA. I am also a tad annoyed that I cannot rate Atlantis lower than 1 star.
I look forward to Andy's automated response and pursuing my complaints through other means.
Commented by JP on the 16th July 2008
I would just like to say that I completely agree and second all of Adam's views. Frankly, this company need to be shut down as fast as possible and I hope that everyone who comes to this site acknowledges exactly the extent of negativity expressed from pretty much every REAL review that has been written from people's experiences with them. Really, the quality of the company is summed up by their MD 'Andrew' not even being bothered to write a proper response to any of the reviews - how sad is that? Bunch of complete losers - if only there was a ZERO STAR RATING
Commented by CB on the 17th July 2008
Totally agree with you Adam. Words are not enough to define the means Atlantis adapt to rip poeple off. Also would like to bring to everybody's attention that Anong who left such a positive review for Atlantis can be found at their lettings office in Reading City Centre as an employee for Atlantis.
Commented by Adam on the 17th July 2008
Hi,
Thanks for commenting on my views guys, is nice to know I am not the only one out there. I will keep you up to date with any progress I make, and if needs be will ask your opinions and get you to related your horror story. Best.
Commented by CH on the 29th August 2008
Yeah sorry to hear all this Adam,
And CB - it's nto just "Anog" who can be found at their offices but also Marie, Rob, Norman and Peter!! They could have at least used original usernames.
Wait till my review gets posted guys, it's a beauty. Shame to be so negative about a company but it all rings true and I just want people to see what they are dealing with should they decide (insanely) to go ahead and use them anyway.
Reviewed by Mr V on 24th June 2008
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
No
IP address: EJE.EBQ.JXF.9QF
SHOULD BE ZERO OUT OF FIVE!
Well well.....finally an opportunity has arisen for me to broadcast exactly how truly awful this joke of a company is. I used to be a tennant in Tilehurst of a property managed by Atlantis and I have to say I have never experienced such incomptent and unprofessional service from any company in my entire life.
I was repeatedly lied to, repeatedly charged without any justification or explanation and had my entire deposit STOLEN from me....frankly the only word to describe it. I have personally met John Sykes and, frankly, if a company is run by someone like that then it is little surprise how truly awful it is. I also had several dealings with 'Andrew' the MD - and I only deem it fair to NAME AND SHAME these people for all to see and read.
PLEASE PLEASE PLEASE, if you are thinking of letting your house or becoming a tennant, LOOK ELSEWHERE AT ALL COSTS - there are plenty of respectable agents in Reading that will look after you well and serve your best wishes.
To conclude, any company which has to fake letters of praise to hang on its own office walls really scrapes the lowest of the low.
A.T.L.A.N.T.I.S:
Argumentative
Time-Wasting
Lacking Any Respect
Antagonistic
Neanderthal
Terrible
Immoral
Sly
Please take heed of my advice.... I really hope nobody else has to experience what I had to through dealing with them.
Reviewed by Pills on 23rd June 2008
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
No
IP address: S9M.UT9.ULL.TTD
Atlantis Property Services Ltd are an appalling company whose main aim is to make as much money as they can by swindling tenants.
I was a tenant (first time renting) with Atlantis for 2 years and found them to be very unprofessional, unreliable and unavailable. Even the landlord found they were unhelpful and delivered a poor service. It was easier on both parties to contact the landlord directly, than wait for Atlantis to pull their finger out and do something. And on the rare occasion they responded to a fault/issue, they would somehow add on an a "hidden" cost.
I highly suggest you avoid this company at all costs. There are many good letting companies in Reading (currently still renting), who answer the phone, deal with your issues in a professional manner and do not steal your money.
Commented by Andrew Strong on the 30th June 2008
Dear Pills,
I was very concerned to read your comments placed on this website.
Perhaps you could call me on my direct dial, 0118 955 7001 to discuss matters further so we can resolve the issue surrouding your deposit. If there is a deposit to return I will certainly deal with this immediately.
Andrew Strong
Managing Director
Atlantis Property Services Ltd
Reviewed by Mr A on 23rd June 2008
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
Yes
IP address: AWC.31H.WAK.3BP
One star is one too many in my opinion. Businesses like this continue to make money out of fleecing the young and old of this country. Make a difference just dont use them. There are plenty of quality comapnies in Reading notably Haslams. They offer Service and Value which are two things that you could never dream of receiving from Atlantis.
Now clearly looking at these reviews there are some people who think Atlanstis are a 5 stars great company, those people clearly currently have jobs there! Another sign of Atlantis anything goes tactics!
I would say this all to Atlantis but then I would have to repeat it all again to a new employee the next day as their Staff turnover must be near on 100%.
Andew thank you in advance for your automated concern message its really sincere.
Commented by jay on the 23rd June 2008
At least Andrew shows his concerns and tries to do something about it. And you could have been more specific and say why you rate Atlantis so low.
Commented by Mr A on the 23rd June 2008
Okay let me see... I had to deal with about 10 different people who kept telling me different reasons about why I hadn't received my deposit back yet after I had been told that I was due back several hundred pounds, never did get it back I gave up in the end, one of those people was Andrew. I frequently had to deal with the Landlord directly as it never was resolved if I contacted Atlantis. I lived with a hole in my Living room ceiling for months and John Sykes failed to follow through on his words, all this is off the top of my head I'm sure there is more.
Reviewed by GV on 18th June 2008
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
No
IP address: EJE.EBQ.JXF.9QF
Atlantis I have to say were terrible from start to finish. Customer service was awful and the rate of staff turnover meant that every time you rang them to query something you were put through to a new member of staff, meaning having to repeat yourself several times over. John Sykes was also very unprofessional in his etiquette having been called to meet with us to resolve an issue and then not following up on his statement of intent to resolve the issue.
I would strongly recommend anyone considering using Atlantis to stay WELL CLEAR as I have since used severel other companies - John Mortimer, Parkers etc, who have provided a stellar service in comparison. It really is best that people know how bad Atlantis are.
Commented by Andrew Strong on the 21st June 2008
Dear GV,
I was very concerned to read your comments placed on this website.
Perhaps you could call me on my direct dial, 0118 955 7001 to discuss matters further so we can resolve your issues.
Andrew Strong
Managing Director
Atlantis Property Services Ltd
Reviewed by Thetenant on 3rd June 2008
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
No
IP address: S9U.UNL.UZD.U9M
I have had a terrible experience with Atlantis, on several occasions letting agents have brought viewers around without appointments, and they are unwilling to schedule appointments which are convenient to both parties. On the one occasion I attempted to rearrange an appointment because the time was inconvenient I was brow beaten and threatened with a £50 charge- an unfair clause in the tenancy agreement which is not enforceable by law.
On several occasions they have breached the ARLA code of practise- I was left without electricity for a total of 12 days during the winter. heating for 18 days and informed that this wasn't a sufficient level of emergency for them to treat with any priority. In the end I had to contact the landlord myself to arrange for a new heater. A clear breach of their professional responsibilities as landlords.
I have returned to the residence on several occasions after the letting agents have shown viewers around to find that the lights have been left on and the doors not properly secured with both locks. On one occasion an electric heater was used by a repair man and left on using my electricity, which I only discovered after I returned to my flat after time away,
I have called on several occasions to report an infestation of ladybirds- something which the company has done nothing about- and my concerns that a nest of wasps outside a window were entering my property- another concern which they failed to contact me about. I am just willing for my tenancy to end and intend to report them to ARLA for misconduct.
Commented by Andrew Strong on the 10th June 2008
Dear Thetenant,
I was very concerned to read your comments placed on this website.
Perhaps you could call me on my direct dial, 0118 955 7001 to discuss matters further so we can resolve your issues.
Andrew Strong
Managing Director
Atlantis Property Services Ltd
Commented by Thetenant on the 12th June 2008
Unfortunately Andrew I have been making these complaints to your representatives in the Reading office for four months now with no resolution. I have been called difficult and shouted at down the phone because your agents are incapable of sending out correct appointment times, none of my concerns have been remedied when I have gone through all the correct channels for FOUR MONTHS and it saddens me that I have had to make a complaint on a website to generate any interest from those in charge of the company. Nothing will stop me making a full complaint to ARLA about the ways the company has breached their code of practise- and a copy of this complain will be forwarded to you, though I will also be happy to call and discuss my concerns.
Commented by Andrew Strong on the 17th June 2008
Thank you for the updated comment.
Before the complaint can be taken to ARLA or indeed any of the other professional bodies you will need to follow our internal complaints procedure which will mean that a final viewpoint and investigation will need to be made by myself.
I would very much appreciate the opportunity of discussing this matter with you but until I know your name / property address this is not possible.
Kind regards,
Andrew Strong
Managing Director
Atlantis Property Services Ltd
Commented by Thetenant on the 18th June 2008
Mr Strong, I have contacted you three times in three days, leaving a message on your answer machine each time. The only time you have attempted to contact me was by phone at a time which I explicitly stated that I would not be available. I appreciate that you are keen to resolve this matter, so perhaps it would be prudent to contact me by email or outside of my work hours.
Commented by Andrew Strong on the 21st June 2008
Dear Thetenant,
Thank you for your comment. I'm afraid it has been a little difficult over the past week to contact you after 4pm in the afternoon as I have been out of the office on appointments for the majority of the time.
I hope that you have not received a copy of our internal complaints procedure and I am keen to resolve the problems that you currently have.
I understand that you are moving out of the property today and perhaps you may like to contact me on my mobile phone at a time convenient to you, 07894 683 805.
Andrew Strong
Managing Director
Atlantis Property Services Ltd
Reviewed by Mr S on 10th May 2008
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
No
IP address: S9T.STU.SL7.TDU
I must say, I have to agree with ghuss1, jml and Jo Taylor.
1. They also fleeced me from the start, being a beginner at all this tenancy business, they gave me an agreement that had a break clause (cost £180) which was pointless because I'll still have to pay rent for until the end of the contract.
2. Their customer service is absolutely rubbish. You call their headquarters and they redirect you all over the country just to find the person you want to talk too. Most of the time they are unavailable due to being on "lunch break" or "in a meeting".
3. Do NOT be deceived by their glossy image. Their agents drives BMW's and Mini Coopers and are very arrogant. I was looking for another property, unfortunately with Atlantis. When I arranged a viewing with them, I'd only got into the house for 2 mins and was questioned about my income. They suggested to end the viewing there because they assumed I wasn't able to get the money quick enough...
Also, right now after reading some of these comments I am very afraid that I won't get my full deposit back: they'll find ways to squeeze money out of me as I'm certain they have deceived many people!
Note: seems like those people who gave this agent good reviews were paid to do so. If you notice the time gap between these reviews... doesn't it seem a bit odd?
Don't go with these agents, they'll will cheat you for every penny you got.
Commented by Andrew Strong on the 14th May 2008
Dear Mr S,
I was very concerned to read your comments placed on this website.
Perhaps you could call me on my direct dial, 0118 955 7001 to discuss matters further so we can resolve your issues.
Andrew Strong
Managing Director
Atlantis Property Services Ltd
Commented by Mr S on the 14th May 2008
I am very glad I got a quick response from the Managing Director himself in regards to my negative comment. He was very helpful and understand. A true professional. He advised me very clearly on the procedures of ending my agreement early with reduced hassle, which I'm very happy about.
Hopefully, I'll be able to move out soon and I'll update this review in future.
Reviewed by Peter on 23rd January 2008
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
Yes
IP address: W5R.50W.S57.RHB
I was a tenant of Atlantis and found them to be excellent in all respects. They were always available to help with any issues from explaining the legalities of letting to sorting out maintenance issues promptly. I was so impressed with Atlantis that when I decided to jump on the property ladder I purchased my current home through Atlantis and again was very impressed with they proactive and professional informative service. They are true professionals and I believe they are the most honourably agency in Reading.
Commented by paranoidandroid on the 3rd June 2008
Dare I suggest that Peter, Rob and Norman's reviews so close together in date, lacking the use of cybernames and repeating the same doggerel are linked?
Reviewed by Rob on 22nd January 2008
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
Yes
IP address: 0DT.0DT.EDI.468
Having rented two properties through this agency I was surprised to read some of the other comments made. The agent has always been professional, responsive and fair in all of my dealings with them over the past 4 years.
I would strongly recommend them as many of the other agents in Reading do not meet Atlantis's high standards.
Reviewed by Norman on 21st January 2008
Services: Lettings (as a Landlord)
Property: Residential
Experience: Would you use the agent again?
Yes
IP address: 4D0.C04.TDI.485
Atlantis are a truly professional company, top class service and customer care. Every time I let one of my propertys its so easy. I highly recomend them. Well done Atlantis, keep up the good work.
Reviewed by Marie on 1st January 2008
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
Yes
IP address: C00.B50.DNH.5D4
My boiler stopped working over xmas and so I contacted their emergency number. I was amazed that they were able to send a plumber that night. I have never known this service from any other agent that I have let from in the past. My family and I are extremely grateful, thank you Atlantis.
Reviewed by Anong on 18th December 2007
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
Yes
IP address: 04D.460.4P0.5S0
I rented a property through Atlantis for 9 months and all my dealings with the company were professional, fast and pleasant. I would definately use them again.
Reviewed by ghuss1 on 8th December 2007
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
No
IP address: 6MI.77L.600.5RM
Oh my god... I will never use these thieves ever again. They fleeced me from start to finish & took £150 from my deposit when I moved out because there were 'slight indentations' in the cheap laminate floor. I would be interested in taking action against these idiots via a formal complaint to ARLA - if anyone else is interested in joining me(?)
Reviewed by jml on 17th July 2007
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
No
IP address: 9CN.9I7.RB4.N04
Poor customer service, at taking every opportunity to fleece tenants. Upon finally escaping a contract with Atlantis - they still charge £25+VAT to provide a reference to my next letting agent! In many years of renting I've never experienced this before - scandalous!
Commented by Purpleyogi on the 25th March 2009
I couldn't agree with you more. They provided a very bare-bones inventory, which hardly reflected the deficiencies with the apartment. On one of the quarterly visits, they had the nerve to tell me to get some professional to replaster the bathroom ceiling, when it was in the same condition when I moved in.
I still cannot believe they charge to provide a reference. I will NEVER use Atlantis again and will make sure I spread the news to everyone I know.
Reviewed by Jo Taylor on 30th May 2007
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
No
IP address: 9DR.0EN.D0C.8RI
Avoid this company at all costs
Do not be fooled by their glossy image, in my opinion they are the worst agency in Reading, perhaps the UK.
In my personal experience, Atlantis appear to deliberately deceive to get as much money as they can - this will involve hundreds of pounds.
My advice is: be prepared to go to court to get your deposit back, and if you disagree with their penalty charges.
Reviewed by alison on 21st May 2007
Services: Lettings (as a Tennant)
Property: Residential
Experience: Would you use the agent again?
No
IP address: 0NB.7D4.0NB.7D4
Atlantis are ruthless. They took weeks to respond to complaints, charged for water charges that were meant to be inclusive, had to be chased regarding the return of the deposit and then took money off me for 'general dilapidation' which they did not explain to me.
Reviewed by joice on 21st September 2006
Services: Lettings (Prospective customer)
Property: Residential
Experience: Would you use the agent again?
No
IP address: 9DB.85B.4HD.S5T
I arranged a viewing a few days in advance and left work earlier just to get a phone call from Atlantis telling me that the property I was about to see had been let. This happened three times. They could have let me know as soon as the property got a new tenant, not when the viewing came up in agent's calendar.
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Commented by John Sykes on the 19th February 2009
Dear Kate
I am very concerned to read your message and please do give me a call, if you wish, to discuss this, I am very keen to help in any way I can, my office no. is: 0118 955 7002.
Kind regards
John Sykes
Group MD
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