“Unfortunately, my experience with Martin and Wright was not a ......”
1 Star Review
Sep 29,2015
By:
'Laura'
Sep 29,2015
Branch: London, 349 West End Lane
Services: Lettings (as a Tenant)
Rent PCM: £2130
Would you recommend?: No
Postcode: NW6
Branch: London, 349 West End Lane
Lettings (as a Tenant)
Rent PCM: £2130
Postcode: NW6
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Unfortunately, my experience with Martin and Wright was not a positive one.
From our moving in process to exiting and having our deposit returned, there were many issues resulting in unsatisfactory customer service in my opinion.
Moving in procedures took a long time, very slow and a lot more paperwork was needed than some other agencies, such as with my new tenancy. I had to hand in notice at my previous tenancy but was unsure until just 2 weeks before they sent us confirmations. We dealt with several people, I felt as though there was a lack of consistency in who was supporting our move in. We were going back and forth between different people, delaying the process even more.
The flat was not ready for us to move into on our move in date. As much as we know, this was NOT communicated until after we had signed a contract and went to the flat. Work that was promised to be carried out was not, cleaners had to be called in after we moved in and we felt an unsatisfactory job was completed - eg they (the cleaners)left thick black dust in some wardrobes and rat droppings in most of the kitchen units. It is a shame this was not dealt with prior to our move in. Workmen were working in our first week inside our flat to do the work that should have been completed before we moved in.
Moving out, the retrieval of the deposit was highly stressful and extremely slow causing financial struggles. Communication around dates for this were lacking. I have had to raise the unfortunate possibility with the agency that the contract was breached with regards to the deposit return. I am awaiting confirmation of this. It took 27 days for them to return the deposit and only after we produced 3 different documents for one utility bill, and 2 for another.(Having spoken to the providers and others, I was informed not all of these documents were necessary) I was told the person working on release of deposits only works part time and I was regularly told no-one else in the agency can deal with it. Actually, the director was able to deal with ours. I had to go into the agency and speak with him, to get our deposit back, 11 days after the Landlord had released it. By this point, I had been in communication with lawyers to discuss my options in retrieving the deposit.
So far I have received a "sorry for the delay" apology. At this time, I do not recommend this agency. In my opinion, they have a long way to go in meeting their own claim of offering an "honest, reliable and efficient service". This cannot be only provided to a chosen few. It must be across the board.
What agent could do to change your mind?
Be teachable. Learn from this.
Be efficient.
Be more honest.
Be consistent.
Be fair.
Be compassionate to clients.
Be more simplistic in approaches and methods.
Be assertive in initiating clear communications.
Be excellent in every area of business. Satisfactory or less should not be an option.
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