“Incompetent uncaring liar...”

Aug 03,2018
By: 'Mr Walker'
Aug 03,2018
0 people found
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I met Dean at the property and told him whilst in the flat that I wanted to go ahead but needed to move in on the Monday 23rd July as that was the day I needed to vacate my current property. He said that the landlord was flexible and could vacate for that time and was buying from their branch so he could track the sale and update me.
We agreed on the 22nd to move even though that was a Sunday and of course branch was closed!
I told dean that I would like to collect the keys on the 23rd after work and move in then.
I called Dean no less than twelve times over the next three weeks and often had to call him two/three times to speak to him as he was always busy or on the phone and never returned calls.
On Thursday the 19th, twoworking days before I should have moved dean actually called me for the first time in the morning to say that landlord needed more time and couldnt vacate for the weekend.
I reminded dean of the reason I needed on the Monday and he said there nothing he could do.
When I asked for his line manager details to escalate the matter he said that he busy and couldn't provide those details until the afternoon even though I was now faced with nowhere to live a few days later.
Age I called back some fourth minutes later to get his manager details from another member of staff as he was again busy I was told that dean was on the phone to his manager, no doubt to cover his back.
At the same time I called Barnard Marcus complaints team who told me that their policy was to responded to complaints within 15 working days, I'm explained my situation and suggested that I couldn't really wait that long in the circumstances and was told that if I emailed them a copy of the complaint she might try to escalate my case. Some four weeks later the complaints team hasn't even had the decency to acknowledge my email.
It took two working days for the area sales manager to call me, he explained that he too was busy and hadn't had read my email but 'asked if I could fill him in'!
I suggested that he take the time to read my email and we discuss the matter the following day and he said he would call me around 12pm. Of course he called around 4pm which gave me the impression again that customer care even when dealing with complaints isn't a priority to the company.
I found a vacant propert6 the next week and get the keys tomorrow.
Overall I've found the level of service provided by dean to me to be very poor indeed and also know that he has lied obout what he actually did to update me during the course of my trying to rent through the Epsom branch of Barnard Marcus.
My experience is a very poor one and I can't believe that it is an isolated one.
I wouldn't recommend this branch to anyone at all given how I was dealt with.
In short, uncaring and unprofessional plus a liar to cover his incompetence. Do not use!
Comment on agent fees
The initial fee of £500 was refunded in full a few days after I found another property through another agent after agreement with the area sales manager
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Barnard Marcus

429 Kingston Road Ewell, Ewell
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0208 3930977

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