“No shows...”

Apr 14,2019
By: 'T'
Apr 14,2019
0 people found
this helpful
Myself and my partner were due to come to Farnborough, then continue on to other towns to view rental properties.

On the phone with various people at Bridges, I was promised a confirmation email on 3 separate occasions, but they never sent one and instead opted for a verbal confirmation. They didn't call me on the morning to confirm either.

We got the 1.5 hour train to Farnborough and then walked 20 minutes because we wanted to see a flat at Empress Cottages. It was nice looking and would have been a quieter area, while not too far to walk to the train station.

When we arrived there, we saw no Bridges signs, no local residents we passed knew of the flats, and the agent Mark did not call us. We tried to call Bridges, but they did not answer for 10 minutes. When I did speak to someone, she worked in sales and kept putting me on hold to talk to the person I needed instead of just passing me over. That person then texted Mark my mobile number, because for some reason he didn't have it.

She said our viewing was at 10:15 and it was now 10:30 (as if we hadn't been there since 10:15 like I told her we had...). She said we should start making our way to these other flats where Mark had already gone, which we didn't book to view, gave us a postcode which didn't exist, then gave us another postcode (a cafe nearby), which was 2.2 miles away.

On the bus over (they knew we didn't have a car), we saw that it was a 35 minute walk from the train station, which was not to our specification. Mark then called and told us he had arrived there, with no explanation or apology for what had happened, so I told him we were just continuing on to our other viewings with other estate agents.

We then saw properties with NewLife Let in Farnborough, then Martin & Co in Aldershot, and Seymour's in Woking. They were all very well organised.
Comment on agent fees
N/A - didn’t incur fees at the viewing stage.
Was this helpful? Yes
By: Daniel Pockett from Bridges Estate Agents
Apr 15, 2019
Dear T,
Your review made for disappointing reading and I am extremely sorry to hear of the failings that you experienced when dealing with our team in Farnborough. It is clear that we could and should have handled things very differently and we did not even come close to the high service standards that we would expect to deliver to our customers. If you would like to discuss the matter I would be pleased to have an opportunity to speak to you in person, and if you have not yet secured a property I hope that you will give us another opportunity to show you what we can do for our customers.
Yours sincerely,
Daniel Pockett MARLA​

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Bridges Estate Agents

1 Bridge Road Cove, Farnborough
GU14 0HT

01252 370001

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