An awful experience from start to finish, so I feel I have to inform other people to just turn around and vote with your feet. How a company can perform so consistently poorly is frankly astounding. An summary is included below, it is long, which reflects the shear volume of problems we had:
1. Check in - delayed 4 hours "Just go out for some lunch in the village" said Sanjeeta when I arrived at 1pm. The check in clerk didn\'t show up till 5pm. Que a lot of sitting on my backside waiting.
2. Property mis-advertised, the agent (Carlos) showed a different flat that was fully furnished. We arrived at our flat - no sofa, coffee tables, tv stand, bedside tables....pretty much nothing except a bed each!
2. Chase chase chase, emailing and often with no reply. Whilst all the while sitting on the floor. Almost 1 MONTH later, Carlos appeared with a sofa from a skip, it was disgusting; scuffed, ripped and dirty. Obviously we complained again and 2 weeks later a sofa in decent condition turned up. So nearly 6 weeks with nothing to sit on - completely unacceptable. And we also had to buy all other furniture ourselves. We looked for a furnished flat as we wanted a furnished flat, instead we had to pay for lots of items of furniture at great personal expense, all due to mis-selling by the agent.
3. We asked on several occasions for the dirty horrible sofa to be removed. I moved out a month ago, 1 year on - it was still there. You can ask these people things until you are blue in the face, it feels like they are completely inept at using that \'reply\' button on an email.
4. A dishonest check in clerk (Kirk). He took a picture of all the keys for the report, we asked where the car park fob was and he said Brinkleys would be in touch about that. We didn\'t have a car at the time so didn\'t follow it up immediately, but when the time came that we needed a fob, I contacted Brinkleys who said I had to pay £35 for one myself. Kirk said there was one there, conveniently forgetting our conversation, and he never did explain why if there was one there it appeared to be invisible in the photo of all the keys??
5. We came home to find people looking round the flat. No 24 hrs notice, no permission asked - just waltz straight into our home whenever they damn feel like it. They \'tried our mobiles\' and emails - no voicemail, no missed call, no email. Hmmmm - in the days of carrying our mobiles everywhere and receiving emails on the go, this was just a bare faced lie!
6. Check out. The place was domestically cleaned at move in, so was domestically cleaned when we left (not professionally cleaned). 3 weeks of backwards and forwards as the landlord wouldn\'t accept we hadn\'t had it professionally cleaned - even when we didn\'t have to! I was asked to SEND BRINKLEY\'S a copy of the check in report \'for their records\' to confirm we had no obligation for a professional clean. Don\'t they keep records of this stuff themselves?? It beggars belief!
7. 1 month on, all deadlines in the contract have passed for a return of the deposit. No money - they STILL have nearly £2000 of my money.
I can honestly and truthfully say, if you are looking for reviews to guide a decision, please take heed. I am a normal guy who always paid my rent on time and we paid all the extra fees they \'add on\' (incidentally a practice that is now illegal in Scotland where I have moved to). I expect a level of service, professionalism and courtesy. I expect responses, I expect issues to be dealt with promptly and professionally. This isn\'t too much to ask.
It should never be up to tenants to chase, email, ring, email and be ignored for days or weeks on end. It should\'t take 6 weeks to get a clean, decent sofa when the agents mis-advertised the property in the first place. I shouldn\'t get home to find strangers in my home. I shouldn\'t have to act as a bloody admin assistant and send them copies of their own paperwork. And it shouldn\'t take over a month to return a deposit.
You shouldn\'t give these amateurs the time of day, let alone a penny of your hard earned cash. If I breach the contract, if I don\'t pay my rent - I will get stung. Brinkely\'s arrogance means they feel they can make as many flagrant breaches of contract as they like and get away with it.
I am looking forward to seeing what the Ombudsman has to say about their conduct.
What agent could do to change your mind?
Conduct themselves in an efficient and professional manner and do their jobs. No outrageous demands, just simply, courteous and efficient service. It is the arrogance of Brinkely\'s that makes things worse - they act like they don\'t care.