“Dishonest and unprofessional...”
1 Star Review
Jan 23,2019
By:
'Pasquale'
Jan 23,2019
Branch: Manchester, 54 Stretford Road, Meridian Square
Services: Lettings (as a Tenant)
Rent PCM: £850
Would you recommend?: No
Postcode: M15
Branch: Manchester, 54 Stretford Road, Meridian Square
Lettings (as a Tenant)
Rent PCM: £850
Postcode: M15
4
people found
this helpful
Apologies for the long review but if it helps even one single person staying away from this agency it will be worth the time I've spent writing it. We have been 2 years with C&R and during that time we have mostly been ignored while we highlighted some issues that needed sorting (broken fridge, water pressure and similar). It wasn't up until checkout that they showed their true face. We requested to be present during the checkout as we read in a few reviews that they are not always clear with the procedure. They asked us to pay £60 for a scheduled checkout, despite me telling them that I was ready to come at any point that was suitable for them with just 30 mins notice. They still demanded to be paid, arguing about the meaning of the word "scheduled" and not giving us any other choice. I've decided to ignore the fact that the woman who was replying to my enquiry was the rudest person I've ever had the chance to talk to or that when I showed up in their office they refused to acknowledge my presence for about 5 minutes (the owner kept on eating his crisps and avoiding eye contact) and just paid for it to avoid further trouble. I've gone trough my checkout with the only friendly employee of the agency and come out of the house with a signed piece of paper with a few things that we agreed needed fixing (and an estimate quote of "definitely less then £100"). A week later, despite everything was pretty much agreed, they decided that the house needed a treatment for the smell, as we had a dog in the property (which they were aware of). Despite that the fact wasn't even mentioned at the time of checkout and the house was left spotless and odorless I've waited for a quote, to decide how much was I willing to pay to avoid issues. I received a quote of £130 which included a chair that I've replaced and unpacked on the day. Once I made that clear they told me not to worry, they will take that off the final bill. 3 weeks later I've received an invoice of £180 which included not only my chair, but also a second couch that we never had. While the second couch has been taken off the bill (with a ridiculous excuse and no apology) the chair was left there. At that point they also decided to ask for £50 admin fee for having to call the company on my behalf, despite I've already paid for a scheduled checkout to avoid that instance. On top of that they charged me £60 for scheduled maintenance (fair) and £80 for a few plastic bits missing from a blind with no invoice (during the checkout he told me that parts shouldn't cost more then £20 and the blind itself wasn't worth half that money). In the end I've agreed to everything but refused to pay the admin fee, threatening to dispute everything and go to court. First they pretended to be kind enough to wave half of the cost and then, after my protests and threats they just released my deposit without further communication or answer to my email. On and on it took almost 2 months to get my deposit back, I've paid way more then I was supposed to and I had to fight to get back at least some of it. As someone already said, this agency is incredibly unprofessional, rude, with no customer service and with practices that are only created to rip off their customers. Steer away from them and if you really can't just walk in their office, a quick chat with the owner or their admin will make you realize that you are making a big mistake.
Comment on agent fees
unprofessional and dishonest
4
people found
this helpful
Was this helpful?
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nThank you for your review, which we note all the issues you claim to have raised. We remember very clearly the whole application process and the fact that you had a pet dog and was open and honest by giving this information before hand and even graced us with you dog’s presence when you into our offices to sign the tenancy agreement. We have always been very accommodating with your requests and any repairs have been that you have raised had been addressed within an appropriate time line. We had rented the property beforehand and no one ever mentioned issues like water pressure and when tested was fine. Please note that the currents tenants also have not raised any issues with the water pressure.
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nRegarding the check out, as you may remember we did not want to give you a quote on the day as we couldn’t estimate all the work given that 3rd party contractors are involved. We reluctantly, and albeit mistakenly gave you a very rough estimate on costs – and in no way said it would ‘definitely’ be less than £100.00. My property manager assured you that this was an approximation and should only be taken as a guide.
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nOn the day of the scheduled checkout the property had been freshly cleaned, some areas were still wet and smelt of cleaning solution (with a large solution spill on the carpet). On top of this most of the windows were open (which the property manager closed as he went around the property). Due to this, my property manager could smell on the day was only the cleaning solution. He was even reasonable enough to help clean minor areas that were missed right in front of you.
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nWhen one of my colleagues did a viewing on the property, he noted the very pungent smell of dog – and the property was not being let specifically due to this smell. Anything following a checkout can be added and charged to whoever is liable (something the DPS Guidelines include) – if it is reasonable. It was 100% reasonable to get the property de-odourised.
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nThe cost of this was £135.00 – but we actually charged you less than this on the actual deduction. During this time, the landlord removed the chair and replaced it with a sofa – so the invoice was £180.00. You were not charged for the chair like you say because it wasn’t even in the property, and we reduced the invoice down to £131.50.
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nThis was not the first time you were told about the £50.00 Admin Fee. You were told at the start of the tenancy, and on the original checkout report that was sent – you decided not to read my email or your tenancy agreement. However, out of good faith we decided to waive this fee completely.
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nThe repairs on the blind actually cost more than you were charged, again – but this was reduced this down as to be more reasonable in line with DPS guidelines. My Property manager told you numerous times that a physical person has to go and do repairs, and fit items, these people get paid by the hour on top of the cost of the item, they do not work for free – we cannot be held accountable for these costs as we do not make them.
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nIn the end – not including the unexpected smell and deodorising associated to that, the final cost was £138.28, not far off the estimation given. The deodorising was unavoidable, and made the property un-lettable. In fact, we even offered for you to come back to the property with me and investigate the smell yourself just in case you were doubting it.
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nI’ve spoken to my colleagues whom you dealt with in the office and you were not kept waiting five-minutes, this is a untrue statement and a huge exaggeration on your part. Were in a small office so you there is no way we would leave you standing for a 5 full minutes without any acknowledgement. The Property Administrator on the front desk dealt with you straight away. I find it disappointing that you have also commented on my manager eating his lunch at his desk, which has nothing to do with the matter at hand.
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nAll in all – we were wholly reasonable with you throughout the process, and informed you that the Christmas and New Year break would cause a short delay. We feel many of your comments are unfair and missing a lot of information simply to paint us in a poor light.