Oct 06,2017
By: 'Paignton'
Oct 06,2017
0 people found
this helpful
After finding a property that we liked, we went ahead and decided to put the necessary holding deposit down to secure the place. We agreed the moving-in date with the estate agent, and signed the Holding Deposit Agreement for the agreed move date and rent per month.

After paying the £200 holding deposit, a few days later we were called and told the move-in date was actually now 'too late' and that we needed to move in sooner so the landlord could collect the rent on the same day as other tenants. Having already booked the correct time off work and booked the moving company due to signing the document with the estate agents, already moving in 2 weeks earlier than we needed to, we were unable to do this earlier date.

We were then bombarded with questions about why we couldn't move in sooner such as 'do you not have the money to pay for it yet, what's the issue here', and after multiple phone calls from them we were finally able to keep our original move-in date; even though we were originally told multiple times before paying the £200 holding deposit the move-in date was fine.

We then moved on to Vetting, where we discovered that the tenancy agreement we would be signing is 9 months long - not the 6 months told to us by the estate agent. After calling them to double check, it was 9 months and we had been told wrong, but decided we would proceed with the application anyway.

A couple days later we then got a phone call by the estate agent now saying that they 'had been told wrong by the property managing company that the property is actually £50 more per month than originally listed', so the new rent was even more expensive than what we had signed and paid the Holding Deposit for.

We were told we were able to have a refund on the £200 due to the incorrect listing if we no longer wanted to go ahead with the place. At this point we decided to stop with the application as we were told by the estate agent everyone else with the same landlord was paying the original price, and that the property was probably not worth that and she did not know why it had been raised or 'incorrectly listed' by the managing company.

We then asked for a refund which was due back within 5 working days. At the end of 5 working days with no £200 back in my account we rang them to find out where our money was. We were told the person who processed the refund was on holiday, but they would try and find out what had happened to it. After another few days we rang back only to be told we had to wait for the regional manager to in to ask them where our refund was, and they could not find any record of the original refund. We then contacted Connells Head Office who emailed the Connells accounts department, who said they did not have record of the refund, so it had not been processed by the estate agent. There was a clear lack of communication between staff, and we were told how the refund was 'definitely progressing' whilst being given many excuses about where our money actually was.

After calling them almost every day to find out where our money was, it took a MONTH to get the £200 back; not 3-5 working days as originally promised!

Please ignore the 5 star reviews below written by Connells employees, and avoid this estate agent and save yourself the hassle!
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