“We are currently looking to rent in Brentwoo......”
1 Star Review
Oct 19,2019
By:
'Shelley'
Oct 19,2019
Branch: Brentwood, 77 - 79 High Street
Services: Lettings (as a Tenant)
Would you recommend?: No
Postcode: CM14
Branch: Brentwood, 77 - 79 High Street
Lettings (as a Tenant)
Postcode: CM14
1
people found
this helpful
We are currently looking to rent in Brentwood. We viewed a lovely house in Milton road and put in our offer straight away . Our offer wasn't excepted at first but we got a call late Thursday to say our offer had now been accepted. We were very happy with the news, we got the terms and conditions on the Friday we had a look through but our printer wouldn't print the documents 'that's technology for you I guess'. We were going to sort this out over the weekend and get the documents etc sent and emailed back for Monday morning . My partner got a phone call from Adam this morning (Saturday) he was demanding and made it seem as though it was urgent and unacceptable that we hadn't got the documents back to him! Since our offer got accepted Adam seemed very pushy with us. This is very unprofessional we had the email with the terms a little over 24 hours plus it's the weekend I'm a new mum and my partner is a busy man in full time work. It seemed all* cared about was getting his commission whilst not delivering good customer service! Tenants are just as important as landlords although this was not how we were made to feel by *. My partner was unhappy with how he was spoken to and the call was cut short. I having herd this from my partner have called * as I could of got the forms sorted today although I had to rearrange my day to do so, when I spoke to * he said he had given the property to someone else my partner had literally spoken with * an hour ago. This is not acceptable to us it's really poor customer service you need to learn how to communicate better, not be so pushy, have a bit of patience and some compassion, maybe go on a customer service course. We fell in love with this property and being a new mum to our 15 week old son we were really excited to live there, all * had to say to me was, well there are other houses! We didn't want another house * we wanted that house. This was going to be a home for us I no all you care about was the commission but this was important to us there isn't a lot on the market at the moment that is suitable for us so no there aren't other houses. It's not good enough we feel just because we didn't sign the terms at the pace that * wanted he just dismissed us without warning. I will be making a formal complaint about this but wanted to write a review so other customers are aware of how they will be treated. I hate complaining I literally never complain but I am really upset with how things were dealt with by this particular staff member. Our property search to rent continues, we will never be dealing with * again. We are hoping the other staff members at Beresfords aren't as cut throat and unprofessional as *. I'm sure they won't be.
1
people found
this helpful
Was this helpful?
Yes
Having read the contents of your review I was naturally concerned in terms of some of the comments made and have therefore investigated the matter further. As a result I felt it appropriate to reply as follows.
Firstly it's worth mentioning that our internal system records all notes in chronological order and they cannot then be amended in any way.
After your offer to rent the property was provisionally accepted on the 17th October our standard Terms of Business were sent on to you by email on the same day. We spoke to your partner Mr Slater to inform him of this and he said they would be returned to us the following morning. Unfortunately they were not returned as promised and we spoke to your partner Mr Slater again and he promised to email them back later in the day (Friday). Once again this did not happen and we contacted Mr Slater towards the end of the day and he said he would drop them in to our office on Saturday morning. By 12 midday on Saturday we had heard nothing so contacted Mr Slater who said he was not able to come in on Saturday but would try to deal with this on Monday. We explained to Mr Slater that we could not progress the transaction any further because the standard documentation required had not been returned despite numerous promises to do so. We also explained to him that we would need to update the relevant landlord regarding the situation. At that point Mr Slater responded by saying 'forget it, don't worry about the house'. We spoke to the landlord who, based on the series of events and Mr Slaters most recent comments decided to enter into negotiations with other interested parties. We did speak with you personally on this matter on the Monday and you asked to view another property we had available and a viewing appointment was arranged for the same afternoon. However although our staff attended as arranged you failed to turn up for the appointment. In summary our Terms of Business form part of the application process for a tenancy and within these we clearly outline what is required of tenants to ensure they put themselves in the best possible position to secure the property. They also outline our legal responsibilities to both landlords and tenants, hence why we cannot proceed further until they have been read, signed and returned. Naturally the landlord became concerned at the length of time taken to return them. Normally motivated tenants will ensure all related paperwork is returned within the specified timeframes hence why a decision was made to then negotiate with other interested parties. I'm sorry that on this occasion you felt aggrieved by our actions. However our staff were merely following the same process that is adopted on every transaction that we deal with and trying to comply with our related legal responsibilities. I hope that my explanation helps provide a clearer overview of our companies position regarding this matter and take this opportunity to wish you every success in your search for an alternative property.