A junior agent provoked ill-feelings in my tenants by telling them that I had to install new facilities for which no such requirement existed, either in the tenancy agreement or elsewhere. They took a lot of pacifying, though good relations were eventually restored. But when I explained the issue to this agent at the time they told me to 'just get it sorted'; and in a subsequent phone conversation the agent shouted and ranted at me, and then hung up - it was shocking!
I suppose this junior agent just didn't understand the job, but the agency manager seemed to have no problem with the actions of his staff. I switched agency at the earliest opportunity. Generally I don't think they got very good rates for that place - the new agent achieved a significantly higher rent.