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Sep 06,2017
By: 'Donna'
Sep 06,2017
3 people found
this helpful
If I could I would give zero stars as a rating as that is a more accurate rating.

I am sorry to say that these two individuals, Nick and Autumn, are two of the rudest, most dishonest "professionals" I have had to deal with. They have constantly lied to me. Firstly, I had to ask Autumn to take me to the property to view it, something I have never had to ask an agency to do as this is part of the required service they provide. Then as soon as my holding deposit was received, it became difficult to reach Autumn by phone or email when previously it was not.

I was asked to meet the landlord the following Saturday exactly a week from when I paid the holding deposit. Even though I made it clear via email and verbally that I would be available to meet the landlord on the Saturday 26, August, the agency did not confirm that we would be meeting that day.

I ended up meeting the landlord on my own on Friday 01, September because Autumn refused to take me, a week later because that's when the landlord was next available. During this meeting with the landlord, he refused to do things he had agreed to do when I made my request and paid my holding deposit two weeks before. The things he refused to do which he had agreed to were putting sockets in the kitchen as there were none to plug things in without using an extension chord, and he refused to provide a letter box. The letter box was needed as the property was marketed as having it's own front door yet there was no slot for me to receive my post! I did not want the landlord handing me my post so I asked for a letter box to which he agreed two weeks prior. During the viewing, the landlord actually suggested that I use an extension chord for a microwave, toaster, and kettle as the council had told him he could not add sockets as they would be too close to the sink! Yet, he thought using an extension chord for the same purpose as the sockets would be OK!

I asked the Autumn for a refund on Friday 01, September. I was not happy the previous day when Autumn refused to take me to this viewing. She actually told me to look up how to get there myself! She claimed that agents don't usually meet the landlord with prospective tenants.

The landlord was surprised to see me without Autumn and told me that Autumn had told him that she would be accompanying me. He told me that he was unhappy with how the agency had been doing things and that he had taken time off work to meet with me the previous Saturday. I explained to him, that I had planned to meet him the Saturday and told Autumn I was available but Autumn did not respond when I proposed a time to meet Saturday.

Since Friday 01, September, I have been trying to get my refund for the holding deposit paid two weeks ago for £350. First I was told they would give me a same day refund. Then I was told it would take 3 working days. I called on Saturday and eventually spoke to the manager who promised I would have the money showing in my account Monday. I have been chasing this everyday since as it is still not in my account. This morning, I was given the run around again when I was told that my call could not be transferred which is something I have not been told before. Also this morning, 06, September, Autumn sent me an email with a screen shot showing they have only started processing my refund yesterday noon instead of Friday as she had confirmed via email Friday.

I have made a formal complaint after being in contact with the Property Ombudsman and I am seeking compensation for monetary loss resulting in delay of me being able to get a property while awaiting my refund, as well as the extra stress caused throughout the past three weeks due to the irresponsible handling of this move. I was trying to move out before my rent is due and it is now due!

If necessary, I will be taking this to small claims court.


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Streets Ahead

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SE19 3AH

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