Jul 16,2012
By: 'Lorraine'
Jul 16,2012
6 people found
this helpful
From the very first moment of dealing with Morgan and Randal it has been a complete nightmare. We have been lied to continually and treated like absolute idiots. We have given up trying to get things sorted, as nothing is resolved properly and we are 5 weeks into our rental!

Originally we dealt with Leah Smith, who very rarely responded to any emails or questions we asked her.

Leah showed us around the property and stated that the flat would come with everything we could see. We physically pointed to items of furniture to ask if they would stay to which she replied yes. When we moved in this wasn't the case and items had been taken by the landlord. No apology was ever given for this.

Leah also produced the contract for us which we signed to state we would move in 21st April. When my partner called to ask what time on 21st we would receive the keys, we were told we were not able to move in until 23rd April. Leah did explain that it wasn't her who made up the contract which is completely irrelevant when we ere her customers to deal with. She did nothing to help us with this and kept saying that we should change our plans to move in on 23rd and she couldn't understand why we wouldn't (we have all the emails from Leah which say this - should anyone want to follow this up) At this point we felt we could no longer deal with Leah and asked to speak to the manager who was Zareena.

Zareena took over our enquiry and liaised with the landlord so we were able to move in on the 21st and agreed to refund us the admin fee. She also offered to arrange a removal man for us as our plans had been ruined. However what she never said was that we would be paying for the removal man out of our admin fee. This was never ever said to us. To make matters worse the removal man would not move our furniture up the stairs to the flat as he wasn't told that this was what he would be doing. So we had to pay £40 of our own money to have a guy move our stuff 30secs across the road. We then spend an hour moving our furniture up two flights of stairs. It was Morgan and Randall\'s fault that we had no help to move and yet again we received no apology for this.

We went to speak to Zareena about this once we had moved in but she was completely disinterested and tried to fob us off with a customer relations email address.

We are now dealing with the property management who seem to be efficient at first but again we are now waiting around on responses to email and have been waiting on a reply form Kate for over a week now.

The staff are incompetent. We are now 5 weeks into our rental with enquires still outstanding but we have given up -
I have dealt with estate agents before and never have I been treated so badly or given such bad customer service. I cannot wait until my rental contract expires so I can have absolutely nothing to do with this company.

Morgan and Randall say they pride themselves on customer service - this is utter rubbish.
What agent could do to change your mind?
Not messed the entire process up and leave us feeling like we had made a huge mistake which we were legally tied into. Give the staff training on Customer service because there was absolutely none. I dont think the staff realsied how stressful they made thw whole experience and how much trouble it caused. I will never ever deal with Morgan and Randall again after this experience.
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Morgan Randall

112-114a Balham High Road Balham, London
Greater London
SW12 9AA

0203 031 3939

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