“Poor customer service not recommended...”
1 Star Review
Feb 19,2019
By:
'N'
Feb 19,2019
Branch: Hawarden, Reades House, 3-5 The Highway
Services: Lettings (as a Tenant)
Rent PCM: £650
Would you recommend?: No
Postcode: CH5
Branch: Hawarden, Reades House, 3-5 The Highway
Lettings (as a Tenant)
Rent PCM: £650
Postcode: CH5
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This will be my first and last time using Reades estate agents. I appreciate we can not determine who chooses to use which estate agents to rent out properties.
Renting as a tenant, I would not recommend using this company. And if you are a landlord, unfortunately you will have a very unhappy tenant.
When organising inspections, they don't communicate via phone or letter, simply via email to make you aware of an inspection date.
If you do not keep up with your emails you will be greeted with an independent inspector, who without permission walks into your home.
Whilst in bed after working a night shift, I was very alarmed and harassed by this when finding a chap stood in my living room.
No written apology was made by Reades, and was not addressed with the inspector.
Unfortunately, I am having to leave this review as very poor customer service.
I wouldn't usually leave feedback, but in this instance I feel people should be made aware.
When I moved out of the property, keys were handed back and all rent was paid up to date.
I was informed the landlord needed to review the check out inspection, and a decision would be made once that was done.
Now 10 days later and after numerous calls to Reades I have heard nothing.
In my opinion as I am no longer a tenant, my needs do not matter. I have a lot of money sat in a deposit protection scheme, that should of been refunded back to me within 10 working days, according to the government website.
If anyone is thinking of renting with Reades, I can not stress this enough to think about other options before doing so
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Having now reviewed your claims, I am satisfied Reades acted appropriately during your tenancy and in dealing with the refund of your deposit after your tenancy finished.
I am aware that you left your review after being informed that the landlord was looking to make a deduction from your deposit and that prior to this you had expressed no concerns with the service you had received from Reades.
As for communications, I can see from our logs that we had great difficulty contacting you during your tenancy, whether that was to arrange an inspection or recover the rent you had failed to pay on time. With regards to arranging inspections, you actually requested to receive notifications via email and confirmed this was the best way to communicate with you. As for feeling you had no choice but to write a public review of your experience, this is simply not true and you were informed of your options at the time:
1. At the bottom of every email sent by Reades (you had lots of these) there is a link to https://www.reades.uk/feedback where you will find a button marked tell Jonathan". The completed form is emailed directly to me and I will always do my best to quickly resolve any issues.
2. If you remain unsatisfied with my response, we offer a formal in-house complaints process and you could have written to The Operations Manager, Reades Ltd, Reades House, 3-5 The Highway, Hawarden, Flintshire CH5 3DG.
3. If you remain unsatisfied with the outcome of our in-house complaints process, you could have progressed your complaint to The Property Ombudsman Scheme for Lettings (https://www.tpos.co.uk/ - there's a link to this on every email we send too).
You chose not to make use of any of the above.
Considering the evidence, I can only conclude that you posted your public review in an attempt to either coerce Reades into returning your full deposit, or in reprisal for Reades deducting the monies requested by the landlord to cover the damage you had caused.
Your abuse of the public review system is disappointing. Reades has a duty towards its landlord and tenant clients and will not succumb to extortion, even if that means negative reviews posted about the company online.
Sincerely Jonathan Reade – Managing Director