Sep 20,2011
By: 'Winston'
Sep 20,2011
472 people found
this helpful
My two flatmates and I founds a rental property through DavidStJames, and proceeded to put down a deposit for the flat. Our first prboelkm arose when one particular housemate tried to pay the initial '£500 downpayment. She was informed a matter of days later that her card had been cloned, and it had to be cancelled. Fair enough, that could have been a coincidence. We then paid the full balance of our deposit/agency fee and first months rent within a matter of days, and were all set to move. The day before the move, we recieved a call to say the flat had fallen through, the current landlord was letting the existing tenants stay on. My first issue with the agency was; "why hadn;t they got some form of written and signed assurance from the landlord that they solely would let the flat". It turns out that they had failed to make him sign any terms of engagement. We were then required to put our belongings into storage and stay with friends, whilst the agency tried to help us find a new flat the next day (for much higher prices I might add). Luckily after just 2 days we were able to secure a flat independently, and had to loan the money from kind parents/extend overdrafts to put the new deposit/rent down. We promptly asked DavidStJames for our deposit/rent for the fallen flat to be refunded, and this is where the main debarcle began. We called everyday for two weeks trying to ascertain when the money would be returned (apparently 10 working days). We were fobbed off consistently, and seemingly lied to. Finally, after 15 working days and many strongly worded calls, they returned the money back onto our cards (c. '£1500 each), and sent us the receipts. The receipts were dated for that morning (when for the previous 10 or so days they had been telling us that they had already done the transfer and it was out of their hands). Just such blatant lying. A terrible experience, we felt very lucky that we were able tos ecure a new flat with other funds - for if we had relied on the money back from them for a new deposit we would have been stuffed!!
Was this helpful? Yes
By: Reality Check
Jan 21, 2012
Reality Check: There is no customer service at DSJ, right? It is a dead end email address with no person designated for customer service and no phone number or extension. Please also read the other 1-star complaints along with the complaint dated 13/12/11 for an even more egregious experience with DSJ and their agents.

To the person who featured this complaint: thank you for providing a true customer service to greater London's prospective tenants.
By: Customerservices
Sep 26, 2011
We are sorry to read of your disappointment in our service. We want to look into the matter to investigate this further. If you could be forward your comlaint to our customer service department ( we assure you this will be looked into in detail.

Whilst we pride ourselves on caring for our customers at all stages of a tenancy, it's clear you are unhappy and that truly does matter to us. If we fell short we want to know about it and ensure it never happens again. And if possible we want to try and remedy the problem with you.

Please be assured that all customers are important to us: we do review feedback from both tenants and landlords alike. And we wish to reassure you that we do not adopt an approach of 'money matters first.' We look forward to hearing from you.

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David St James

447 Roman Road Bow Tower Hamlets, London
Greater London
E3 5LX

0208 980 8172

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