“Unprofessional agents with zero customer care...”
1 Star Review
Oct 25,2019
By:
'Susan'
Oct 25,2019
Branch: London, Unit 2, Discovery Dock East, South Quay Square
Services: Lettings (Prospective customer)
Would you recommend?: No
Postcode: E14
Branch: London, Unit 2, Discovery Dock East, South Quay Square
Lettings (Prospective customer)
Postcode: E14
4
people found
this helpful
Morgan Randall are ruthless sales people with zero customer care. We put down an offer to let an apartment on a Thursday and this was accepted the following morning with both myself and my partner receiving an offer acceptance confirmation email with instructions for next steps (reference checks, deposit etc.), needless to say we were ecstatic and celebrated over the weekend. Following that we didn't hear anything for close to a full working day or over the weekend, our letting agent did inform us that she was taking a flight on the Friday so we gave her a grace period and contacted their office on Monday to get the relevant paperwork to complete our referencing and was told someone will get back to us in 10 minutes. We don't get a call back until 3 hours later and are told by one of the lettings managers' that the landlord has gone with another offer.
When we asked for an explanation and further details we were given inconsistent stories from various letting managers ranging from an automated system error, our agent being too eager and sending a confirmation before things were fully finalised with the LL, the LL changing their mind and going with another offer and another offer having a longer term (our accepted offer was for a 2 year tenancy..). The inconsistency in their stories and the fact they didn't contact us just makes us think they are making up excuses and not being transparent as to what really happened.
It is completely unacceptable that no one contacted us and when we contacted Morgan Randall their response time was appalling (compared to when they are trying to make a sale and will call you repeatedly, text, email and leave voice notes). They tried to blame the fact that our agent was on holiday however her offer acceptance email to us cc'd a centralised tenancy team shared mailbox so I find it hard to believe that no one would have seen the offer acceptance sent to us or that the system would allow you to send a second offer acceptance without some kind of manual override.
It is evident that they have no care or empathy for their customers and the agents will continue to push their deals through even though they are aware that offers have gone through the last and finals process and an offer acceptance has been made. Morgan Randall cannot be trusted. This would not happen in a professional organisation. The fact they failed to contact us and their inability to be transparent or give us a coherent explanation shows that they have done something unethical. If you want to be lied to or have agreements that mean nothing, Morgan Randall are the company to go to.
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people found
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