This has been the worse letting agency that I have ever gone through to rent a flat/home and I have been renting for the past 8 years. They don't answer their emergency number, even after numerous messages have been left, leave windows broken for months and there were other problems throughout the year of being in the flat. I will never recommend them and suggest people to look at other agencies, no matter how great the flats look.
What agent could do to change your mind?
No matter what they do, I will never go back to them. Personally, I don't think they can improve because they don't believe what they did was wrong.