Probably the worst customer service I have ever encountered. Never reachable, very difficult to get them to organise viewings. Very keen on taking your money and very reluctant to do any work. They fabricated \'evidence\' they used against us and we ended up pulling out of renting a property from them and leaving our deposits behind.
In May 2012, we visited a property with Palmer Snell and fell in love with it. We were keen on waiting at least a day or two to think about it, especially since one of the housemates could see it the next day as they could not be there for the first viewing. The agent pressured us into paying a very large \'holding fee\' which we thought was just a fee to remove the property from the market but found out later that this initial fee also included the credit checks. It is worth mentioning that at that point we had not signed anything nor officially provided any information regarding our employment status as nothing had been ask from us, meaning that the agent had no way of knowing if we were suitable for the property.
There was always going to be 4 of us moving into the property we paid a deposit for and the agent lied to the landlords, telling them there would only be three of us. Leaving us to deal with the consequences when we were always clear about the number of people who were to live in the property.
We paid a very large deposit for a house and supplied them with all the information they requested for the credit checks. All our information came back positive and our checks were cleared. The agent however, deemed that the information we had supplied for those checks were contradicting information we had orally given them when we had first visited the property when we did not provide them with any information as they did not ask us any questions. We were never asked the type of employment contracts we were on but still filled in some preliminary forms that we, customers never go to see nor sign. When everything started to unravel and then agent turned to the landlord telling them we had been lying all along, they showed said forms to the landlords and presented them as proof that we had not been honest. Again, these are forms we never filled in, never saw and never signed.
All the meanwhile we were trying to organise a viewing so that the 4th person of our group could visit the house as they had not been able to see it when we first saw it. After two weeks of trying to get in touch with Palmer Snell and the agent being unreachable the 4th person decided to pull out stating that they did not want to deal with an agent that was so reluctant to let us view a property we had paid so much money for it.
Finally, the remaining three of us ended up pulling out and losing out deposit as we were so worried of having to deal with such crooks. The goodwill gesture considering how bad their service had been would have been to refund us the deposit or at least part of it. We did ask them for this and they flat out refused.
As we had proof for everything that had happened in the form of emails and letter, we went to their parent company, CountryWide, who flat out refused to speak to us. This goes to show that we were probably best off not dealing with such people.
I have never been treated so poorly by any service provider ever.
We have since then found another place with another agent who has been nothing but approachable, reachable and incredibly efficient in solving any issues we may have had.
I have also met another three people who had dealt with Palmer Snell and encountered problems after problems.