I had the displeasure of being a tenant to this agent for almost 2 years, while the basic service (as long as nothing went wrong) was ok, that being, visits were periodical roughly every 3 months with at least 24 hours notice. When something did go wrong, or we needed to contact the agent, they were utterly useless. Several times I left many voice messages and sent Emails to no avail and ending up getting things sorted myself.
When first moving into the property we were without an oven for 2 months since the previous tenant broke the oven door. The garden was.. Well, overgrown would be an understatement. But after 6 months of calls and Emails, being assured that the landlords dad would sort it out, we took on the job ourselves. We had to nag for 6 months to get a working lawnmower to be able to keep up the newly neat garden.
These are just a few examples of where lack of contact with or action of russells has caused us greif.
Upon moving out of the property we had the standard checkout procedure, and even though the house had been sold and not re-let. We still had to pay for cleaning and decorating charges, despite the fact that the property was in far better condition than when we first moved in. Any correspondence we did have with Russells was unhelpful and the staff came across as arrogant, especially during the checkout procedure where they tried everything possible to squeeze more money out of us. Including using a 5 year old inventory that had many many clear mistakes and problems on it. Fortunately for us, when we first moved in we picked up on this and changed our one over 50 different items all signed by the agency to verification. They took a copy of this new inventory yet still didn\'t amend it, bringing the old one in order to try and charge us more for doing the sold house up. Even after doing this we still ended up paying for things that weren\'t our fault because of things that we missed when we first updated the inventory. I\'m just glad that we managed to keep hold of our version, or we could have ended up losing all of our deposit.
The short version of it is that they are hungry for money, and will take every step possible to drain every single penny that they can out of you, they aren\'t even subtle about it. I would NOT use this agent again, and overall I would say that the experience has put me off of renting properties entirely.
What agent could do to change your mind?
Better correspondence with the tenant, including answering Emails would be nice.
Getting things done when they say they will rather than putting it off indefinitely.
Not trying to take you for every penny at checkout and keeping records updated.
I don\'t think there\'s anything that they could do to reconcile the experience. Avoid.