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91% lettings fee satisfaction
Sep 10,2018
Sep 10,2018
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We were initially put in contact with Fiona upon paying the reservation fee for the flat so as to ensure a smooth transition into becoming full tenants. During this time she was helpful and responded promptly to emails and phone calls. However as soon as we had secured the property and become full paying tenants we were put in contact with Angie and all further contact with both her and Fiona became far more complicated.
Ironically the second response from Angie we received began with 'thank you for your prompt reply' and from that moment on all emails had to be chased up with phone calls. we had to send 4 emails, all of which were only answered in subsequent phone calls (calls made by us to them), simply to book a date for the lease signing. Not only this but we had still not received the lease papers to sign on the morning of the day of the signing which resulted in us driving about Edinburgh just hours before the singing in Glasgow so as to ensure everything could be done at the arranged time. This could have entirely been avoided had our original emails been responded to when they had been sent, more than 3 weeks prior to the date of the signing. Furthermore during one of our phone calls to Angie regarding arranging a date for the lease signing it was made clear that she had read the most recent email which we had sent to her and opted not to reply to us. Instead waiting for us to get in contact via phone, without being prompted or requested to do so.
In addition to this, the date which we had originally queried to sign the lease on was rejected due to supposed re-painting and re-carpeting of the property. It is now almost two months since that date and both tenants have since moved into the property and absolutely no re-painting nor re-carpeting has occurred, despite repeated attempts by us to get in contact with Fiona and Angie regarding this.
These are not the only instances of our emails being disregarded. After signing the lease we were only given one set of keys and told by Fiona that we would be emailed later that evening and told whether the other set of keys would be posted to the property or whether we would have to get them ourselves from the infiniti properties office. This email never came and after having to go through the inconvenience of phoning once again to acquire information that ought to have come in an email, we were made to go through the further inconvenience of having to pick the keys up from the office personally despite having been assured by Fiona that posting them through the letter box should not have been a problem.
Fortunately, in this case, we payed no direct fees for the salary of these two employees. However I cannot recommend, in good conscious, that anyone have to deal with putting in extra effort on their end, as we did, so as to make up for a lack of work done on the other end whilst having to pay fees.
Ironically the second response from Angie we received began with 'thank you for your prompt reply' and from that moment on all emails had to be chased up with phone calls. we had to send 4 emails, all of which were only answered in subsequent phone calls (calls made by us to them), simply to book a date for the lease signing. Not only this but we had still not received the lease papers to sign on the morning of the day of the signing which resulted in us driving about Edinburgh just hours before the singing in Glasgow so as to ensure everything could be done at the arranged time. This could have entirely been avoided had our original emails been responded to when they had been sent, more than 3 weeks prior to the date of the signing. Furthermore during one of our phone calls to Angie regarding arranging a date for the lease signing it was made clear that she had read the most recent email which we had sent to her and opted not to reply to us. Instead waiting for us to get in contact via phone, without being prompted or requested to do so.
In addition to this, the date which we had originally queried to sign the lease on was rejected due to supposed re-painting and re-carpeting of the property. It is now almost two months since that date and both tenants have since moved into the property and absolutely no re-painting nor re-carpeting has occurred, despite repeated attempts by us to get in contact with Fiona and Angie regarding this.
These are not the only instances of our emails being disregarded. After signing the lease we were only given one set of keys and told by Fiona that we would be emailed later that evening and told whether the other set of keys would be posted to the property or whether we would have to get them ourselves from the infiniti properties office. This email never came and after having to go through the inconvenience of phoning once again to acquire information that ought to have come in an email, we were made to go through the further inconvenience of having to pick the keys up from the office personally despite having been assured by Fiona that posting them through the letter box should not have been a problem.
Fortunately, in this case, we payed no direct fees for the salary of these two employees. However I cannot recommend, in good conscious, that anyone have to deal with putting in extra effort on their end, as we did, so as to make up for a lack of work done on the other end whilst having to pay fees.
Comment on agent fees
Not applicable in this case however had fees been paid they would have gone towards minimal to no effort work
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Sep 12, 2018
Dear Alasdair, I'm sorry to hear you are less than satisfied but I want to stress that this is the busiest time of year for letting agents and I've checked our records and you were responded to at each point, with regards the lease, you see this when you come to sign it at our office, it isn't sent in advance, with regards painting etc, it is clear from your reservation that you had no conditions as part of you reserving the property and yes, the landlord was planning to do this but as you had no conditions, decided not to, however I understand that she is now doing this in order to keep you happy, my last point is about your comment regarding paying staff directly, I think this comment is unhelpful and in bad taste and certainly discredits your review
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Address
Infiniti Properties
1016 Argyle Street
Finnieston,Glasgow
City of Glasgow
G3 8LX
0141 553 2677
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 100% | 100% | £38,000 | £372,000 |
| Lettings | 90% | 91% | £260 | £3,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 105 | 4 | 194 | 26 | 34 | 0 | 18 | 0 | 11 | 3 |
Areas covered
- Glasgow, East Renfrewshire, North Lanarkshire
- South Lanarkshire, Renfrewshire,
- East Dunbartonshire, West Dunbartonshire,
Services offered
- Sales
- Lettings
- Block Management
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Jun 11,2024
Jun 11,2024
0
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Our experience with Infiniti Properties for a rent property was flawless. The application process was easy. The team especially Sharon kept us informed on each step. They patiently answered all our queries.
Until the day of move in they were very helpful. Even after move ...
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May 26,2023
May 26,2023
0
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Infiniti managed 4 of my properties for almost 12 years, and their service, and professionalism were of the highest standard. Stephanie and the team were great communicators, and I rarely had any issues at all due to the high standard of their work. Would definitely recommend....
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Sep 24,2022
Sep 24,2022
1
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We've been renting the property through Infiniti for several years. We had our ups and downs (mainly due to the landlord's attitude) but the Maintenance Coordinator Zoe never disappoints with her professionalism and swift actioning any issues. The same applies to Ann who helped us ...
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Sep 12,2022
Sep 12,2022
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I've been a landlord client of Infiniti for almost ten years and have always been happy with their service, for which they charge a fair price. The team in the office are great to deal with on the phone and by email, and they work ...
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Jul 14,2022
Jul 14,2022
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We have been renting a flat with Infiniti Properties for the last 3 years. Every time we have had any maintenance issues over this period of time, they were resolved very quickly with the support of Zoe Connelly and we were satisfied with how they were ...
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Mar 18,2022
Mar 18,2022
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Don't ever rent a property from these people, whenever you need something fixed there is absolutely no resolution or response. Also when you actually leave the property and it comes to getting your deposit back they will steal every last penny of it and make ...
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Mar 21, 2022
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I am sorry that you have felt the need to leave a negative review, the property was not left in good condition and we have submitted our claim to the deposit scheme for an independent adjudicator to decide the outcome. If you feel our claim is unfair, please upload your evidence to substanstiate your claim ...
Jul 16,2021
Jul 16,2021
0
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It is definitely not a good way to yell to people calling and kindly asking you to repeat what you've said. You should try to repeat slowly or rephrase what you said.
It is unacceptable, very unprofessional. I do not recommend this agent....
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Jun 22,2021
Jun 22,2021
2
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I believe everyone should avoid any contracts with this company, and I will explain why:
- When I applied for the flat, they took 1 month to answer. They left me in the dark so I waited for weeks. I had given up and was almost ...
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Mar 08,2021
Mar 08,2021
4
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I would avoid renting a property represented by Infiniti Properties if possible in the future. In my experience of renting a property with them for two years their staff are unhelpful at every turn, rude on the phone and when it came to moving out, ...
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Apr 15, 2021
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We’re you renting on Earl St? ...
Jun 10,2020
Jun 10,2020
2
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Wouldn't even give 1 star.
Ignored & terrible service from this company! Do not use. As soon as they get you a property they do not care afterwards at all & will try & blame & take you for money for no reason what so ever. Will not offer any ...
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Dec 06,2019
Dec 06,2019
0
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As a student, infiniti properties made my move very easy by providing lovely service and their staff are always willing to tackle any questions. I initially did not know a lot about this process but their staff were always willing to help.
Stephanie dealt with ...
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Nov 08,2019
Nov 08,2019
0
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Lets tenants live with mold for months. Completely unresponsive after you move in unless they need something.
When you finally move out, they charge you a blanket 100 pound for cleaning regardless of whether you had already paid and independent cleaner come in before you move.
...
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Oct 31,2019
Oct 31,2019
0
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I've been a landlord with this company for about 15 years and their customer service has not improved much in this time. Whilst they are good at finding tenants and probably offer them a good service, with regard to myself as such a long established landlord ...
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Sep 16,2019
Sep 16,2019
0
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I met Richard Glenton from Infinite Properties. Actually, the address of the flat was not right, but it seems that I met the right agent! Richard provided an excellent service. He was very pleasant and patient, while made sure all info was provided correctly. I ...
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Aug 30,2019
Aug 30,2019
0
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Richard was on top of everything and updated us at every stage would use him again and would recommend him to others....
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Jun 20,2019
Jun 20,2019
0
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Infiniti properties have been a wonderful letting agents, recently they have been incredibly helpful whilst changing over a lease after my flatmate graduated and ended up moving out. Would highly recommend to anyone, fast replying and always ready to help....
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Jun 17,2019
Jun 17,2019
0
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Always keeping us in the loop & quick to respond, Richard offered sound guidance, reassurance and a highly professional service. It was a pleasure doing business with him....
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Comment on agent fees
Appropriate for the service provided.
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Jun 13,2019
Jun 13,2019
0
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It was a pleasure dealing with Richard for the purchase of a city centre property.
He always replied to my queries quickly, accurately and professionally, and was a great source of information about the property, the building and the market in general.
In addition he ...
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Comment on agent fees
n/a
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May 21,2019
May 21,2019
0
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Recently my electric shower stopped working and I contacted Fiona through email. She arranged the contractor to visit my property and made sure that repairs are done asap. Fiona was constantly in touch with me to assure that contractor was over on time. The contractor ...
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May 20,2019
May 20,2019
0
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We engaged Infiniti to rent out our flat based on a recommendation and a great first impression of a local and supportive group. We were very disappointed by a lack of communication and limited progress. After three months of trying we lost all faith and ...
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Comment on agent fees
Fees were comparable with other agents however after out flat was not rented in the timescales in the contract fees were still attempted to be charged to us.
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May 15,2019
May 15,2019
0
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I recently bought a property through Infiniti Properties with Richard's help. It was a very smooth process and he provided an excellent service. Would recommend....
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Comment on agent fees
N/A (buyer)
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Apr 18,2019
Apr 18,2019
1
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I can't put one staff member on the line as I spoke and dealt with many. From the beginning, we had problems with the gas and electric meters that were left with negative balances from the previous tenant. One light (over 5) in the kitchen was ...
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Apr 16,2019
Apr 16,2019
0
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Richard was extremely professional and proactive with the sale of my property. He was always Prompt on responses and went above and beyond the expected. Thank You Richard for the great service and care. It is much appreciated....
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Comment on agent fees
Nothing Bad to say.
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Sep 27, 2019
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This is my second apartment sold by Richard, Once again he was extremely professional and proactive. He was always Prompt on responses and went above and beyond the expected. Thank You once again Richard for the exceptional service and due care. It is very much appreciated. ...
Apr 05,2019
Apr 05,2019
0
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Having now worked fur us as both letting agent and selling agent, I can recommend Richard and eveyone we have dealt with at Infiniti enough.
Faultless and nothing was ever too much trouble....
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Comment on agent fees
Fee level, very competitive
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Apr 05, 2019
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Great to heart, thanks Bernard ...
Apr 03,2019
Apr 03,2019
0
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Very happy with sale of my property. Infiniti not only project managed the renovation of my property but sold it for a very good price. Richard is very efficient and very good at getting back to me with any queries throughout the whole process. This ...
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Comment on agent fees
Reasonably priced
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Apr 01,2019
Apr 01,2019
0
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Thanks for getting a great boiler contractor who knew what they werre doing to fix the boiler well. It is hard to find good contractors and infiniti can find the right ones for the job...
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Mar 28,2019
Mar 28,2019
0
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We would like a landlord confirmation letter for visa. Stephanie replied by email in 10 min.She also updated the details for our requirement....
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Mar 28, 2019
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Thanks very much Taibo, best wishes, Scott ...
Mar 08,2019
Mar 08,2019
0
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We bought a property with Richards help, I wish it was this easy in England! Richard was extremely helpful and professional, we are very grateful to him particularly as we were not local. I would be happy to sell a property with Richard....
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Comment on agent fees
N/A we were buyers
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Mar 01,2019
Mar 01,2019
0
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I'm a first time landlord and the friendly staff at Infiniti have been great! They have guided me through everything from the word go. I really couldn't rate them any higher....
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Comment on agent fees
Reasonable.
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“Excellent all round service always one step ahead in the management and account of my property, well done...”
Feb 13,2019
Feb 13,2019
0
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this helpful
this helpful
While I was abroad for 3 months all the Managment and accounting was handled with perfection and every thing was right up to date on my return very well done to the whole team...
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Comment on agent fees
Good
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No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
Complaints Procedure
The Infiniti Properties complaints handling process is designed to provide customers with a simple, straightforward way of handling and hopefully resolving complaints as quickly and efficiently as possible.
Please follow this process:
1. In the first instance if you are dissatisfied for any reason we would ask that you raise your concerns with the person you are dealing with verbally
2. If your concern or complaint is not resolved to your full satisfaction we would ask you to email the full details of your complaint to the General Manager using the email [email protected]
3. The General Manager will respond within 24 hours acknowledging your complaint
4. We aim to resolve complaints within 72 hours, however if the circumstances are complex or require input from others we will advise you of this, in any case the General Manager will provide a full response within 7 days of receipt of your complaint
5. If you are not satisfied with the response or outcome provided by the General Manager you can write to the Director of the company at: Company Director, Infiniti Properties Management Ltd, 1016 Argyle Street, Glasgow G3 8LX (please mark your letter as strictly private & confidential)
6. The Director will acknowledge your letter within 24 hours and aim to resolve the matter within 72 hours, however please allow for a period of 7 days. You will be sent a final written statement detailing the company's position; including details of any compensation offer and guidance on referring the matter to The Property Ombudsman within 12 months for a review should you still be dissatisfied with the outcome.
You said that this was the busiest time of year for the agents and we are completely understanding of this however this doesn't change the fact that during phone calls we were assured that we would be responded to via email within the day or by the following day and this did not happen.
You said that we were responded to at each point however we still have emails that have not been responded to. I can provide screenshots that prove this, if this is a discrepancy with your records. Furthermore my point above was not that we had not been responded to, rather that we had to spend extra effort and time in the form of phone calls to chase up these replies.
You said that the lease is not sent in advance however we specifically requested this and were assured that this would not be a problem.
You said that it was not in the conditions of us reserving the property that re-painting and re-carpeting occur. We understand this however we were informed by one of your agents that this would be going ahead and then were not informed of the landlord changing their mind because our emails have not been responded to.
In addition to this, this is the first time that we have heard that this process of re-painting and re-carpeting had been cancelled and then re-instigated. For us to have learned this here on this public platform rather than in a private and direct email is extremely unprofessional.
Lastly I disagree with your summation of any of my comments to be unhelpful. The purpose of this platform is for potential customers to read reviews of letting/tenancy companies so as to help them decide which company to contact. My comment that I cannot recommend the service of these agents to fee paying customers given the context of my complaint is potentially useful information.