“Terrible Customer Service for Maintenance Issues...”

Aug 31,2018
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By: 'Anonymous'
Aug 31,2018
1 people found
this helpful
Did not communicate the original reason for not wanting to contact a plumber straight away (needing to contact the landlord / presumably the cost to pay to call out a plumber). Making the tenant pay for a 'do it yourself' fix, and use their time for an emergency situation, is not good service. Telling the tenant their situation is not an emergency is terrible service. Belittling the tenant's rights due to a sense of self-entitlement is the worst kind of customer service you can experience. I wholeheartedly would not recommend this letting agency based off of personal experience with how they deal with on-going maintenance issues.
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By: Alan Nash
Sep 05, 2018
Thank you for the feedback Anonymous.

I presume this is a tenant of ACE Property in a property on Lauriston Place. This may even be the boyfriend of a tenant that is not on the lease that tried to tell one of my team members how to do their job on Friday 31st August.

Reported issue - blocked drain - NOT an emergency call out.

Once the tenants had tried drain unblocker and made every effort to unblock the issue themselves without success a plumber was sent and the problem was fixed same day at landlords expense.

If i am mistaken and this is not to do with a drain blockage on Lauriston Place please let me know Anonymous and we can arrange a time to meet in my office to discuss the issue further.

Alan Nash
Director

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Ace Property Management Ltd

175 Bruntsfield Place Edinburgh
City of Edinburgh
EH10 4DG

0131 229 4400

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