“I would rate this agency worse than 'terrible', but unfortunately ......”
1 Star Review
Sep 29,2014
By:
'mamf'
Sep 29,2014
Branch: Chelmsford, 12\/12a Duke Street
Services: Lettings (as a Tenant)
Rent PCM: £1250
Would you recommend?: No
Postcode: CM1
Branch: Chelmsford, 12\/12a Duke Street
Lettings (as a Tenant)
Rent PCM: £1250
Postcode: CM1
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I would rate this agency worse than 'terrible', but unfortunately this was the lowest rating supplied.
Do not use this letting agency, their professionalism and customer care is appalling. They didn't provide a copy of the tenancy agreement and the property that my parents moved into was absolutely disgusting - they found bits of old dog bone in the kitchen. The bathroom, toilet, oven, grill, sink, draining board and every work surface was filthy despite being assured that it would be clean on arrival. On the day they moved, we called them to say that the property needs to be professionally cleaned because it was so dirty, however there was no one in the agency office who could help because all the Lettings staff were 'out on a conference'. On the next day, the follow up service provided by Matthew was terrible - he didn't return phone calls nor call back when he said he would. My parents are elderly and the stress they've caused them is appalling.
What agent could do to change your mind?
They should have:
- provided a copy of the contract as soon as it was signed.
- ensured that the property they agreed to rent out was in an acceptable condition.
- had a representative from the Lettings side of the office available who could deal with problems.
- kept the tenants informed of events and provided an update of what was happening.
- returned phone calls when they said they would.
- had a 'plan B' option for when they couldn't contact the landlord - they said they couldn't arrange for cleaners to clean the property because they had to have permission from the landlord first, but what is the contingency plan if they can't contact the landlord? There must be a second option otherwise my parents are sitting in a dirty, filthy house.
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Comment on agent fees
The amount paid was way over the top for the condition of the property when my parents first moved in. The customer service provided by the agency was terrible - if I was that bad at my job, I would get sacked.
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