Terrible and unfortunate experience with the agency! Not just one, but also several different factors as you will read below: The short version: Stay Away!
Whatever you do, check what you are signing. Do not send any money until the contract is signed. Do not trust what they tell you verbally. Have everything in writing. And even after that, they will disappoint you. And, we wish you good luck trying to get your money back! You will eventually, but the hassle.
What the agent promises, and what you get are 2 different stories. There\'s no professionalism. No customer service. If one person transfers your file to another person, the new person has no clue what you are talking about.
And when they tell you to show up at the apartment to pick up your keys, the concierge doesn\'t allow you in, because an agent needs to be with you to get the keys. When you ask for an agent to go with you, they don\'t. They say you should be able to get your keys. When you ask them to at least call the concierge to say we\'re coming in with a signed contract. They won\'t, because they "don\'t have the phone number for the building" that they are trying to rent to you. And then when you call them out, they blame you.
Customer service is non-existent. No callbacks. This was a totally negative experience. I am glad we didn\'t get scammed into losing our money. They insisted that we sign the contract and all will be fine on a Saturday. We actually went to see the concierge ourselves. We spoke with them. And they said that we were absolutely right. Had we showed up with just a signed contract, they would still NOT have given us the keys. And we would\'ve been stuck on a Saturday until Monday to resolve the issue.
All it would have taken was 1 phone call. A simple phone call! The fact that they refused to make the phone call and \'trust\' them was a red flag. I\'m glad we didn\'t listen to them and proactively did our own due diligence.
By the way, for all their hard work (that we ended up doing ourselves), we paid them a fee for their trouble in \'helping\' us. Oh never mind the fact that the agent tried to pull a fast one and almost had us sign a 24-month instead of a 12-month. I am glad we did. The agent also said the water fee was included. Come contract day, after we placed the deposit, guess what? It was not included! We kind of knew that anyway.
On the day we were supposed to sign the contract, the agent called in sick. So we had to email the manager. She told us to see this other agent and that he has the file; yet when we met with the new person, he had no clue what we were talking about. We then had to relay all the information all over again to the new agent. But the new agent also refused to call the concierge at the new apartment building. He said just go there; show the signed contract, and they will give you the keys. Of course, that wasn\'t the case.
What makes this worse is that the agency is a short 5-minute walk to the building we are renting in. When we finally insisted that the agent come with us, he said he was late for his next \'sales\' appointment.
So we called the \'manager\' (oh no -- she doesn\'t accept phone calls, you can only communicate with her via email back and forth -- you can see how frustrating this back and forth is), so we emailed the manager and she said; "don\'t worry, I emailed the concierge, just show up with your signed contract and they will let you in and give you the keys..." Of course not!
We went to see the concierge personally on our own (since no agent wants to come with us or make phone calls), and after we spoke with several of the concierge people, they told us that they were glad we did what we did. Because they stated that had we shown up even with a signed contract, they still would NOT have given us the keys! They would\'ve wanted to see the agency, as well as the agent needs to show us how things work in the building, etc. when someone rents.
Besides, anyone can forge the signatures on a scanned document and show a \'signed\' contract. Why would the building and their concierge take that chance to let someone in and give them keys without an agent or agency present?
Of course, we knew this thankfully, as we have been scammed before and we weren\'t born yesterday. So the finality is good riddance!!!
The building is writing a full report and will probably not allow this agency to work with them anymore.
SO BEWARE!!! Stay away from this agency. There are more reputable agencies nearby! And don\'t believe the reduced pricing. It\'s a scam. In the end, it\'s bait-and-switch. And you\'ll end up paying more. It\'s not just the money. It\'s the frustration, aggravation, wasted time and energy, and money!
This apartment renting in London was supposed to be a pleasant experience and an exciting event. Instead, it made us double-check everything, become paranoid. And the situation became a nightmare!
We do not recommend this agency!
What agent could do to change your mind?
Customer service would have been a start. The first agent should not even work in the industry.