“Honestly speaking it was the worst experience I have ever ......”
1 Star Review
Aug 27,2014
By:
'Anastasia'
Aug 27,2014
Branch: London, 37b Millharbour, Ability Place
Services: Lettings (as a Tenant)
Rent PCM: £1200
Would you recommend?: No
Postcode: E3
Branch: London, 37b Millharbour, Ability Place
Lettings (as a Tenant)
Rent PCM: £1200
Postcode: E3
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people found
this helpful
Honestly speaking it was the worst experience I have ever had with the agent. Agata has no customer serving skills, timekeeping, organisation skills and all of the rest I guess.
My story with her has started when my landlord has sold the property and agency was changed respectively (previously was with Madison Brook which was amazing experience).
So here is my first conversation with Agata:
9am, I am in hospital after traumatic shock
-Agata: Hello, my name is Agata, I am from Vanet PAM, please send me your tenancy agreement, passport details and ask your previous agency to forward us your deposit, We are your new agency.
-Me: Hi, sorry, first of all I have not received any warning or documentation that the agency has changed neither from my landlord or from my agency, secondly, I don't know you so it would be quite strange for me to send my details and ask to send my deposit to completely unknown person. Moreover I am in hospital and won't be able to help you anyway for a next week or so, and please don't disturb me in the mornings.
-Agata: But we are your new agency!
-Me: Sorry, I only will be able to help you when i will have an approval from the landlord or my ''previous agency''
-Agata: Ok, bye
-Me: Bye
Call in next 10 min. whereas I asked not to disturb me in the mornings
-Agata: Hello It is Agata again, please send me a contract and deposit. I already said to someone that I have all the documentation from you.
-Me: Sorry Agata, I couldn't help you with it.
-Agata: Why?
-Me: ...
And here i started to explain it all over again, I even forgot about my trauma as I was incredibly surprised with such a conversation about nothing.
I haven't heard anything from Agata/Vanet for a next month. Only Madison Brook contacted me that they are not holding my deposit anymore and Vanet is my new agency. However, after month of calmness I received a email and call in one day that I need to pay my rent, whereas i have paid straight a way for a 6 months in my previous agency and had about 2 months more to live as a tenant in the flat. After a long conversation Agata finally agreed about it.
After 2 month time it was a time for me to pay for another 6 months of my rent. And here was one more long and incredibly stupid story. I won't tell it in full details, just shortly. Unfortunately, my online banking was closed and I could only pay by phone or by invoice in a bank. I was trying to reach Agata for about a week by phone and email for a week or so- no reply at all. Then I came to the agency to ask if Agata is there or if i can to get an invoice to pay for a flat. Receptionist girl said that she has no idea where Agata is, and that that girl don't know anything about Agatas timetable and when she would be in the office, moreover Agata is not in the same office as this girl, but she don't say where Agatas office is, I couldn't see someone as i need to have an appointment, but i couldn't book with receptionist, if i want to book an appointment i need to contact my agent, but she is not replying. And finally, I don't need an appointment in Agatas office but noone says where it is! I was forced to leave the office and spend another week trying to understand receptionist and her sentences with mostly no meaning. 1 day before my rent finishes I finally got an email from Agata! And hopefully got my invoice!
6 month later...now! My rent finishes the day after tomorrow and i asked Agata to continue my rent for one more year about 2 monts ago! Guess who is still waiting¢â‚¬Â¦ Still couldn't reach her. Almost no reply for 2 months, just short messages (1 message in 2 weeks) with empty promises that she will do everything tomorrow.
And here is few more stories from this 2 months of waiting:
About month ago, I was in the Vanet office again, from 10am till 6pm, asking to find Agata and explain why I couldn't reach my agent for a month already. Noone was able to reach Agata. In the end of the day truth came out, Agata was at her courses or something like this¢â‚¬Â¦ Moreover she was there for a week! So from what I understood she is going to be at her courses or somewhere until the next week so I left again without anything. Actualy, I found out one thing, Agata was promoted, I am still wondering how and why.
Last friday, calling to receptionist, it was almost the last day when I can get a contract from Agata (monday is a bank holiday, so on tuesday(today) is left to go to the bank and pay the rent). I called a receptionist 3 times with an intervals of 1 hour. Receptionist is always saying that Agata is in the office and that she will call me shortly. 4pm, I am calling receptionist and asking her to say Agata that I am going to be in the office in half an hour to speak to her. Receptionist says OK. 4.30 I am near the office and it is closed! Calling receptionist again, there is a reply, saying again that Agata is in the office. I asked her to connect me to her, after 10 minutes of listening classical music in my phone I understood that something is unclear. Decided to find any other contact within this agency. So i found a phone of another agent and called him. He kindly replied, said that today their day off and asked about my situation with Agata. I explained him the situation very shortly and he said not to worry, they will solve everything. In next 5 min I got sms from Agata¢â‚¬Â¦ all good, will send you contract on tuesday morning¢â‚¬Â¦ Should I say that it was something a bit to small and strange after 2 months of not replying to calls and emails from her! there was really a lot of them with different questions etc¢â‚¬Â¦ and why the receptionist was saying that Agata is in the office?
Today is Tuesday, late afternoon, as you already know I am still waiting for a contract!
So i hope that you will understand from my experience that it is better to run away from this agency and especially from Agata. If you will ask me why I am still with them, the answer is very clear, i like this flat, and it is the best opportunity for me, so i will fight for it, at least today, as i think that tomorrow i will be packing up my stuff and urgently looking for another flat!
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Occasionally they swap roles, apparently without telling their managers.
Add that to Vanet's usual rudeness, sloppiness and miscommunication and you can see why landlords migrate to other Property Management Agencies.