“Extremely dissatisfied with the level of service we received from ......”
1 Star Review
Feb 05,2015
By:
'Natalie'
Feb 05,2015
Branch: London, 3 Arlington Parade
Services: Lettings (Prospective customer)
Rent PCM: £1450
Would you recommend?: No
Postcode: SW2
Branch: London, 3 Arlington Parade
Lettings (Prospective customer)
Rent PCM: £1450
Postcode: SW2
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Extremely dissatisfied with the level of service we received from this agent. Having seen a property just go up on their website we rang Eden Harper immediately and asked when would be the earliest we would be able to view ¢â‚¬â€œ really liking the look of the property we were keen to be the first in to view. We were told that the current tenants would need a minimum of 24 hours notice so the first appointment we could possibly have was at 6.00pm the next day. At this point I was confident that we would be first in.
The next day, an hour before we were due to view the property, I received a text message from Eden Harper saying that our viewing was cancelled as the flat had gone ¢â‚¬â€œ apparently people had been in to view that lunch time! I was shocked to hear this having been assured that 6.00pm was the earliest that we could possibly view! When I rang the agency to see what had happened they informed me that not only had people been in at lunch time but also that they had other people booked in earlier that afternoon. Had I have known we could have gone earlier then of course I would have.
Feel incredibly frustrated to have missed out on this property because of Eden Harper's incompetence! I don't usually write bad reviews but I'm just so frustrated that I feel compelled to this time!
What agent could do to change your mind?
Kept to their word! I understand that mistakes and miscommunications do happen sometimes but having said that we would be first in the least they could¢â‚¬â„¢ve have done was allow us to view the property and then put all of the offers to the landlord so that she/he could choose which offer to go with.
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Was this helpful?
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It is disappointing to see such a negative review from you, particularly after we spoke on the phone. I did speak to you to apologise and also offer an explanation and was under the impressions that you were now appeased with the situation.
Of course it is always deflating, when a flat you wish to view is withdrawn or taken by another party before your own viewing, but I did explain the circumstances of why this occurred.
At no time did we inform you that you would be the first to view the property and due to the large number of enquiries a block viewing was set up. I do appreciate that when you initially contacted us to view the property, 6pm was the only and earliest time that had been organised as a time slot to view. Subsequently, an earlier time slot was allocated and agreed by the vendor for us to accommodate the high demand. I do apologise if the earlier time slot was not offered to you and I shall ensure that new protocol is enforced to avoid this happening again.
Please note that we did notify you by text, however we also tried to phone you as well, in order to save you a wasted journey. We also asked the landlord if they would be happy to wait for all the scheduled viewings, which including yours, to take place before making a decision however the landlord wanted to proceed with the early offer and I hope you appreciate we are duty bound by our client to carry out their instructions.
May I extend an apology again to you for the inconvenience that you have experienced and if there is anything else that we can do to assist you in finding the property you want then we will be more than happy to help.
Kind regards,
Liz Biedka
Lettings Manager