I\'m a IT professional who just moved to London last year, never had any problem with any tenants or agency before.
The rent was debited from our account on the 18th of each month.
Beginning of November, I gently asked the person of the agent to please move the payment date to the end of the month, as everyone (we shared the apartment) were getting paid at the end of each month, and we had no intention of not paying, but it would help us if you could move it 12 to 13 days later really.
It would have incurred bank charges, interest and get us into debt. We got worried but we thought, \'This is agency is big. It must be big because of it\'s great customer service. It will help us. We are being honest with them..."
The first reply on phone from the Credit Controller of the branch was...
"I will be in touch with the landlord and will get back to you."
The problem is even if she got back to me, this does not change we get paid at the end of the month.
A week later I chased her because I didn\'t get a reply..
Answer:"Please leave it with me I will chase the landlord"
December comes, email comes and letter threats of arrears comes, saying our rent is late, as if this Credit Controller knew nothing. SHE KNEW and still sent these letters. As if we did not try to resolve and phone calls have been made, as if we are not good willing people.
it goes on until today end of January (3months), emails and letter ignores that we have been trying to be just informing in advance.
A charge is requested, the agent says,
"Like I explained to you I have sent emails to the landlord with regards to this and have had no reply so yes if payment is not paid on the due date arrears letters will be sent to you. The landlord is our client and we act on her instruction."
Client...someone who purchases, buys, rents, gives money in exchange of products or services. It doesn\'t matter who YOU THINK is a a client. The Tenant is also a client. No one gives a damn who can instruct who. The Tenant, client doesn\'t care about your facts...
Synonyms for Customer...
customer - shopper - patron - buyer - purchaser
Here\'s what Seth Godin says about the ONLY Purpose of \'Customer Service\' a very good lesson here for the agency that represents you Oh..Kinleigh Folkard & Hayward
"The Purpose of Customer Service is.....to change feelings. Not the facts, but the way your customer feels. The facts might be the price, or a return, or how long someone had to wait for service. Sometimes changing the facts is a shortcut to changing feelings, but not always, and changing the facts alone is not always sufficient anyway.
If a customer service protocol (your call center/complaints department/returns policy) is built around stall, deny, begrudge and finally, to the few who persist, acquiesce, then it might save money, but it is a total failure.
The customer who seeks out your help isn\'t often looking to deplete your bank account. He is usually seeking validation, support and a path to feeling the way he felt before you let him down...."
So yes, I am terribly annoyed, I\'m giving money to KFH who don\'t care, won\'t help and pass the blame on other department who managed to reach the landlord to let us know the contract is not renewed. You think I\'ll ever refer this agency to anyone?
More insult. Women live in this flat. They gave the key to a gas boiler man. He walked into the house without us knowing. This is what this agency is doing now. No respect for tenants.
I will do my damn hardest to let everyone know to never rent from KFH. Believe me, if you think I\'m going to do whatever here does and just writes, you got another thing coming. I\'m really angry.
This could have been resolved. The largest estate agency in London? You kidding me?
No. They hired the most incompetent, obnoxious, arrogant, unhelpful representatives of their brand I have ever come across. Lacks customer service and understanding that one good tenant can lead to many more good tenant. But one angry tenant, hurt, disappointment leads to hell on social media for the agency, plus press releases.
I pay money, and I am told I\'m not important, I\'m nobody, I\'m not a client? And add to injury... agency gets 3 months advance notice of the problem to help, to remove obstacle but instead they didn\'t listen.
I will avoid KFH like the plague.
What agent could do to change your mind?
The best measurement of customer support is whether, after the interaction, the customer would recommend you to a friend. Time on the line, refunds given or the facts of the case are irrelevant. The feelings are all that matter, and changing feelings takes humanity and connection, not cash....\"
I would have liked the agent to talk to the Landlord, changed the date to the end of the month so I could pay the rent without extra charges, without threatening letters of arrears, without telling me I am not important, that the Landlords is who she listened to and no me. That\'s what I would like to have done.
I would have liked the Credit Controller to say, \"I\'m going to talk to someone now, and get this sorted as it\'s urgent and we don\'t want you to get into arrears.\"
I would have liked that on the same day, she called and said, \"we have changed the date to the end of the money. Is there anything else we can help you with?\"
Do you know how I would have felt if she did that? Over the moon. I would have felt this agency cared. I would have told everyone on facebook, on twitter, and on my email to all I know. And...I know a lot of people. A lot.
I would have liked that I wasn\'t ignored for 3 months and for the Credit Control to act like nothing has happened and send me threatening letters about arrears that said...
\"The Landlord might take further legal proceedings..\"
I would have liked to have trusted the agency, to walk away happy and to one day, when I needed to rent again, to know I can come back and be treated with respect. I would have liked to have \"FELT\" good.
I will never forget this experience. I will never trust this brand again. I will never refer anyone to this agency ever. I hope I have been thorough, detailed and vocal so you take my complaint seriously.