Where to start... Ever since putting our first offer (rent) in, we had nothing but problems with the above named members of staff and the landlady of this property. First of all, the agent advertised a price for the property that we were happy paying, but when it came down to us making an offer (we offered the advertised price) we were told that the landlady expects more. We were due to meet her in person the following day and discussed the matter of price with her personally. She told us what she would be happy with, but when we made that offer the next day, the agent never came back to us. I had to chase for days to get an answer, then finally, we were told that she declined. When I mentioned that we offered exactly what she personally told us she would expect, we were told by the agency that they can\'t take our word for it. That trouble over with, we agreed to her demands because we really liked the property, sent all the necessary paperwork for referencing to the agent IMMEDIATELY, but once again, no one contacted us for a couple of weeks, we had to chase time and again. Emails were unanswered, phone calls never returned. We finally got around to sign our tenancy agreement a week ago (approx. 5 weeks since the whole malarky started), but to this day haven\'t received a copy of the agreement, although we have asked for it 3 times already. We also only received one set of keys (for 2 people who work totally different hours), and again, still waiting for a second set. During the inventory we noticed that the carpets in the flat have black marks and stains all around the edges, although apparently professionally cleaned. Photos were taken by Sukh Uppal but never emailed to us, and the requested invoice of the carpet cleaning company is also still outstanding. So is the invoice for the window cleaners because they too are dirty, and not professionally cleaned as stated on the inventory.
What do we have to say about Estelle Sumner..well, she is unpolite (bordering rude), incompetent and has rushed us through reading our contract because "I\'ve got someone else coming in and we close at 5. It\'s a standard contract.". When we had questions on some points of the contract she had no answers and even admitted that she has no idea. On the phone she regularly hangs up before you can even get a word in. All in all, a person who shouldn\'t work in a customer facing role if she doens\'t want to/is not able to deal with clients.
Sukh, well he never replies to any emails sent to him and has never returned any of our calls. He promised yesterday morning to send through all the paperwork and deal with our keys, but still no word from him. When I called the office today I was told he wasn\'t availble.
Sukh and Estelle together - one doesn\'t know what the other does, they don\'t pass on information to each other (for example, Sukh didn\'t know that we already signed our contract), and are as useless as the other.
What\'s left to say, well we are literally terrified of what\'s going to happen in the future when we need help, seeing as these agents don\'t seem to care at all and offer no assistance. We are appalled about the service we have received so far, customer care being non-existent. I really hope the manager of this branch will read this and have a word with his staff, because at the end of the day, the customer should be kind, but at this branch you are left feeling like Aschenputtel.
What agent could do to change your mind?
Given the choice, we would not rent/buy through this agent again. Once customer lost for good, due to the issues mentioned above.