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    Philomena Masella
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    Chole Harfleet
We are a local independent estate agent based in Godalming. We cover Godalming and surrounding areas, with additional offices in Guildford and Cranleigh.
 
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Properties for sale
Properties for rent
Jun 06,2014
Minithumbdown
By:
Jun 06,2014
4 people found
this helpful
Absolutely terrible service, poor communication, massively inflated fees vs other agents in and around Guildford (word on the street being the owner got caught in a property scam and is trying to claw back the cash he lost!) Not very understanding and dam right rude in most dealings, no customer service finesse whatsoever. And in fact their ad for the property was incorrect so we've rented a property not as described and the landlord just doesn't care either....
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What agent could do to change your mind?
They could reduce their outrageous fees, be more honest and open with customers and actually offer support and advice rather than having a \'tough shit. Deal with it\' kind of attitude.
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Apr 18,2014
Minithumbdown
By:
Apr 18,2014
4 people found
this helpful
Seriously don\'t use this agent...and oh dear poor you if you have and it is managed by this individual. The rest of them (despite a few being related to the owner) seem to be ok but this one has a complete lack of competence....
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What agent could do to change your mind?
Given me back at least part of the three deposits I have given them, repaired houses when asked, not left me without heating or hot water or an oven for two years running at xmas, not expected me to come up with moving costs when they moved me out a house under the pretence it had been sold (only to find out is now rented by 4 tenants paying double the rent I was, poor blokes). not charged extorsionate fees, dropped the curb to my previous residence like was meant to be done before I moved in (I have now moved out and its still not done despite being paid for by my landlord and despite me paying extra rent for them to agree this) Theres an awful lot this agent could have done over the years and as a reliable tenant of 5 years I can honestly say i would never recommend them to anybody.
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Jul 31,2013
Minithumbdown
By:
Jul 31,2013
4 people found
this helpful
Very poor service & marketing. Rented a property through them and the highlights were: - Windows had large gaps around the edges and let in drafts - Woefully inadequate and inefficient old heating system - Extremely noisy neighbours (we had asked in advance and were told the neighbours were quiet) - Very poor state of decorative order, much worse than on first inspection (was advertised as "well presented") - Missing tiles on roof not fixed - Landlord latterly refused to an...
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Jul 12,2013
Minithumbdown
By:
Jul 12,2013
4 people found
this helpful
Awful agent. Please save yourself a lot of hassle and stay away!! They lied to us about the landlord, property . First day we had a GAS LEAK! Boiler doesn\'t comply with safety regulations - water leaking our of kitchen roof! Locks on house broken couldn\'t lock up house for a week!! Cook , shower, bath , plug shockers not working in bedroom . All these problems in the first month....called Agent and was told its not their problem!!!!!! - avoid!!!!...
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Jun 24,2013
Minithumbdown
By:
Jun 24,2013
6 people found
this helpful
If I was to describe this agency in less than 5 words, it would be - extremely incompetent and deceitful. Masella Coupe have lied to us and the landlord (who we get on well with) on numerous occasions and did not hesitate to enter our house without any notice - in breach of our tenancy agreement. They obtained the key by deceipt and simply let themselves in assuming nobody would be in on that day. Luckily, one of us was there to confront them. Avoid at all cost!...
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Feb 12,2013
Minithumbdown
By:
Feb 12,2013
6 people found
this helpful
Appalling customer service. Avoid this Estate Agent at all costs ! 5 weeks to fix the main property heater over Dec 2012/ Jan 2013. The heater was not in working order despite that being a contractual obligation. Resulted in living in cold damp conditions with mold developing on the walls and around the widow frames. Made worse by the fact that my elderly parents, who came to stay over the holiday period - had to endure the appalling conditions. Uncaring, not interested in customers welfare. ...
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Aug 07,2012
Minithumbdown
By:
Aug 07,2012
2 people found
this helpful
Very good at finding tenants but very poor at managing the rental and tenants. Very poor at keeping customers informed, no advise once the tenant stoped paying rent, no proactive action to sort out problems, long wait for replies to emails and no responce to emails marked as complaints to the manager....
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What agent could do to change your mind?
They need to have a lettings manager who looks after the whole account instead of different people who pass issues on to others. They need to repsond to emails and provide advise when there are tenant problems. They need to keep their landlords informed and not wait to be chased. They need to monitor rents coming in to ensure they are paid on time and advise their landlords when there is a problem along with how they propose to deal with it. There is no management although they are happy to charge a managment fee.
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May 20,2011
Minithumbup
By:
May 20,2011
0 people found
this helpful
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Awards won by Masella Coupe Estate Agents

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Office 1
3 Bridge Street, Godalming GU7 1HY
(3)
Office 2
17 High Street, Godalming GU7 1AZ
(5)

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