"Terrible" is the only word that can describe their service.
Based on my experience, their aim is basically to take as much money as possible from their customers. They have a ridiculously high charge on the referencing, administration, check in, and tenancy agreement fee that in total cost over £500. As inexperienced as I am and as I am very desperate in finding a new place to live, they know that they have more power and that I do not have any choice but to use their service.
Moreover, one of their sales agent was even cheeky enough to ask for the payment WITHOUT having sent a copy of the tenancy contract and the invoice beforehand! Also, they never told us that the fees excluded VAT. All in all...they are dishonest people and you should NEVER do business with them! If you have no other choices and have decided to use their services, you should take note of everything they say or do because they make tons of excuses and make lies after lies.
What agent could do to change your mind?
They should take the reviews and complaints into consideration. As I can see...they have yet done so, otherwise there wouldn\'t have been continuous complaints and poor reviews on their products and services.