“Unprofessional, aggressive and vindictive staff member Gina Cambell ruins company credibility...”

Apr 12,2018
By: 'Phil'
Apr 12,2018
1 people found
this helpful
I contacted Select Property Management Limited as regards finding a flat to stay. I enquired about two flats they had available. "L" who arranges viewings was informative (truthfully), prompt and polite in all interactions, on the phone and via email. Two viewings were arranged, one on a Friday, the other the next day on Saturday. The flat I viewed on the Friday was ok apart from having broken seals on the massive cathedral like double glazed windows in three rooms. I could feel a breeze coming through them as I stood by the windows. In most of the flat the very light beige carpets was dirty, stained and grubby. Some fixtures need screwing properly to walls and the walls obviously needed painting. Simply rectifiable snags that would make it into a very good flat. The "part time agent" who showed me round knew no answers to my questions bar lying about how long it had been vacant (96 days was the answer). He said two weeks, then when I explained a website "the office" had confirmed it was 96 days, he suddenly remembered that he had heard something about the last tenants leaving around Christmas time!!! It is now April... Of the problems of repair that were self evident (and illustrate why it has been not been tenanted in nigh on 4 months) I was informed that the landlord got maintenance reports, speaking to matters that needed addressing @ their property. Not all landlords act on said maintenance issues, which made views such as this that much more difficult he, to his credit, admitted. After the viewing I knocked on a nehbours to the flat I viewed and asked them what the landlord and property management were like. The tenant said they did not know who their landlord was (? are landlords/landlady's not legally required to be on the tenancy agreement, name and address). As regards repairs, the tenant said "As long as you keep mithered them" they [Select Property Management Limited] would eventually come. (Whoever moves there is going to have a very nice neighbour btw). I called the Select and asked to speak to "L" and was informed "L" was off that day. The person speaking offered to assist me in my enquiries. They did not say who they were. I explained I had been on a viewing at X property. I laid out the problems with the property. I asked it be put to the landlord that I would take the property with the proviso that in the tenancy agreement they agreed to attend to the maintenance issues.The person then got really aggressive and rude! In general saying that the state of the flat was not their [Select's] fault (I never said it was), she would not put that offer to the landlord as I requested. It was not their fault. That sums up her having a go at me with some vigour!!! I asked her name and go no response, I asked again and go nto response "Hello, what is your name please?" to which she answered "Select Property Management". "No I asked you your name please". She very, very, very reluctantly informed me her name, Gina. I said I would send an email as regards this matter, I got her email address (she gave the 'enquiries' email, not her own) and finished the call.

I sent the email attached to Gina and copied in "L". A bit later that day I got an email from another member of staff from Select telling me"Flat 7. 75 Park Road, Netherton
Marisa (Select Property) <marisa.tibbetts@selectsalesandlettings.com>
Fri 06/04/2018 12:30
Gina (Select Property) (gina.campbell@selectsalesandlettings.com);Colette Coles (Select Property) (Colette.Coles@selectsalesandlettings.com);Gemma (Select Property) (gemma.dyas@selectsalesandlettings.com);Lauren (Select Property) (Lauren.Price@selectsalesandlettings.com)
Hi Phil

Your email has been forwarded to me regarding the maintenance concerns you have noted following your recent viewing of the above property.

As you have been advised, the landlord, will have been made fully aware of any maintenance required in the property.

Unfortunately, as we are a managing agent acting on landlords instructions we cannot agree to or carry out work on properties without authorisation from the landlord and cannot therefore make provision in the tenancy agreement for your requests.

In light of your concerns I don't think ... is suitable for your requirements and would suggest you proceed with viewing the alternative option of ... which may be more to your satisfaction". Every staff member, was copied into that email?

I replied to that email, content attached, on Saturday morning at 8:09 am, to all staff.

At 9:44 am a un-named member of staff @ Select called me to curtly inform methat the scheduled viewing that day was off. "L" had taken time in ensuring that the landlady's schedule and mine was accommodated to facilitate that viewing. I called to speak to "L" on Monday and Gail, who answered yet never details her name said "L" was busy, I asked for a message to be passed on for "L" to contact me (as she had in the past). I sent "L" and email after getting no response, at the end of the working day. I called again the next day and again got Gail, who again did not detail who she was. "L" was unavailable. Gail then told me that "M" was dealing with my issue, yet did not wanting to detail who M was!!! Gail eventually informed me M was in charge of maintenance issues. I explained that any issues/matters between Select Property Management Limited and their contracts with private landlords was nothing to do with me. I was not a landlord nor tenants as such M was not dealing with any maintenance issue with me. ps. When I first asked to speak to M, Gail said she was unavailable, then that M was unavailable all week. Gail then 'went off again' "What do you want from us, what is it you want" in a raised voice and aggressively". I paused, leaving some quiet time, then asked Gail not to be so aggressive. In a very soft voice said that I had simply called a lettings company to view some properties with the intention to find a nice place to live. It was that complex I explained. Ahh ok she said, "L" deals with viewings!!! (I could not script it...). Gail then informed me that it was she who had cancelled my viewing on Saturday. I asked if the landlady could be contacted as regards the next earliest possible time for a viewing. Gail said she would do that.

My calls now keep going to their answering machine and there have been no reply to emails as regards the cancelled Saturday viewing.

Gail was shockingly rude in every verbal interaction, misinforming her colleagues (hence me making sure I sent email confirmation) and it would seem cancelling, out of spite/malice, a viewing that had been arranged between two professionals (where we had both made other special arrangements, as we were both were going out of our way to attend the viewing).

Self-evidently Gail believes that such behaviour is acceptable and behaviour for which she not the company should be judged. I wonder if the Director of Select Management Limited, Stephen Jeffery Mc Arthur or Company Secretary, Julie Elizabeth Mc Authur would agree.

Could, would I recommend Select Property Management Limited. The resounding answer would have to be no. "L" I must note was a consummate professional, setting aside the un-replied calls and emails this week (under instruction by other staff, less professional staff no doubt).

ps this system has not permitted me to attach two files so I will submit another 'review' with the file attached

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Select Property Management Ltd

60a Manor Park Kingswinford
South Staffordshire

01384 277701

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