Myself and partner paid a holding deposit after viewing a flat (Nova Building) that was available to be moved into in a week. Signed 'Statement of Funds' documentation to confirm the payment and subsequent payments to be made after reference checks. Successfully passed reference checks and completed full payment including advance rent, reference and agent fees. We sought further clarification and confirmation with regards to the flat and it's availability. We were informed it will be available and the tenancy will solely be given to usWe are told the landlord has booked an inventory check. On the day we are due to collect the keys from Chanin Offices and move in two days, we are informed our moving date will now have to be delayed a week or two.
We requested to speak to the landlord. Chanin made excuses as to the whereabouts of the landlord. We are informed the landlord was in Barbados. More so, on a cruise ship so won't be able to attend to us due to poor internet connection. This was very confusing since Chanin claimed to be in a meeting with the landlord.
Chanin Estates staff were unresponsive to emails and refusal to pick up our telephone calls. They continually made excuses as to why they hadn't been in touch with us.
We asked for our refund numerous times. The refund was not forthcoming until we decided to seek further action (legal and police action) and told them that was our next step. It was then that the refund was made instantaneously via mobile transfer where a poor screenshot of the payment was sent to us.
We were left in the lurch. We were hugely disappointed with the situation that we found ourselves in. We didn't expect such extremely poor professionalism from Chanin Estate who supposedly pride themselves in a reputation of integrity, discretion and professionalism. This lack of professionalism put so much stress and strain on us, where, we lost time, energy, and money.
Chanin Estates claim to be members of The Property Ombudsman (TPO). We contacted TPO and found out that was actually not the case. They were also not part of the Property Redress Scheme or the Ombudsman Services Property scheme.
Our advice? Be careful when dealing with Chanin Estates and it's staff. From our experiences, their mission statement on their webpage is wholly not true. Its claims are deceiving. We will not recommend them.
Chanin Estate staff:
1. Richard Li: Spoke a lot during the flat viewing (waffling). We will later find out that a lot of his talk was just misinformation. He appeared clueless on estate properties and the little details about renting.
2. Catherine Chan: Very unprofessional and lack of integrity. Also lack of good communication where she failed to call and update us as she promised. And when she did communicate, it was rather a poor email or loose talk on the telephone and making excuses.
3. Kiera: Unprofessional. Promised us the flat will be available on the moving date. Once all payments were made we found her to be unresponsive to emails and telephone calls.
Comment on agent fees