“I am not sure. We arranged to rent our flat ......”
3 Star Review
Jul 25,2017
By:
'Emma'
Jul 25,2017
Branch: Malvern Wells, 251/253 Wells Road
Services: Lettings (as a Tenant)
Would you recommend?: No
Postcode: WR14
Branch: Malvern Wells, 251/253 Wells Road
Lettings (as a Tenant)
Postcode: WR14
2
people found
this helpful
I am not sure. We arranged to rent our flat fairly quickly after the first viewing with Crystalight. However, they still had plenty of time to sort things out before we moved in but instead decided to do their inspections last minute and had repairmen there as we were moving in (we were not told that the carpenter would be there on our arrival). They are very much an office hours only kind of firm and you can only move in on weekdays during the hours of 9am-5pm. We have had some problems with our energy supplier which after a couple of months we still haven't been able to fully resolve. The problems occurred because Crystalight had mixed up our electric meter code with a different flat's meter. When that flat changed energy supplier, they closed our account instead. We are now paying a higher rate for electric because we cannot reopen our old account with our old tariff. Crystalight contributed to our energy bills for the period since moving in to when the problem occurred but we are still out of pocket because of the higher tariff. I accept that everyone is human and mistakes can happen but it is difficult to not feel disheartened about this. The main problem we have had with Crystalight is due the communal bins. We received a notice from Crystalight suggesting that if the council continued to refuse to collect our rubbish then Crystalight would charge all tenants in the building a proportional figure for Crystalight to remove the rubbish themselves. It then came to light that Crytalight's staff, who are renovating the building next door, were storing their commercial waste in our refuse area, which caused a lot of the problems. This has also caused animosity amongst the tenants living in the building as there is a lot of pointing fingers about why the council will no longer collect our refuse. I have expressed my concerns about this with Crystalight and they have not replied. Crystalight also did not inform us that the council had changed their collection date from a Thursday to a Wednesday (if that is the case, it may have been that they provided us with the wrong information in the first place). My partner approached Sam for confirmation about the collection date and she failed to respond after saying she would look into it. Sharon was helpful at the start of our tenancy (only four months ago) but she has become more and more sloppy with replying to emails.
Comment on agent fees
You have to pay a fee every year to renew your tenancy. There is no need to renew a tenancy every year and this is clearly something Crystalight do to charge unnecessary fees.
2
people found
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Renewal of tenancy is negotiable at the time and we do not force a fixed term if this is not what you want. Our fees are declared at the start of your tenancy to ensure transparency - they are chargeable only if you use one of the services we provide. We hope that we can resolve your outstanding issues and Samantha will reopen your electricity bill issues.