Absolutely shocking level of service. They were rude and patronising and constantly shifting the blame to the tenants. The staff are disorganised and uninterested (the office assistant more interested in doing her nails and chatting to her co-workers than us)
The move in date was pushed back three times to over a month after the initial date agreed. They grudged handing us our letting documents and eventually coughed them all up in one big heap -many of which stated were to be read and signed a least 48 hours before the tenancy agreement was signed which was handed to us at the same time.
It took them three months to fix a leaking kitchen tap and another three months to fix a broken washing machine which flooded a cupboard and left considerable damp. Only with the threat of withholding rent did we get any sort of response other than their automated emails and phone recordings.
As a whole the experience was abysmal and the customer service was so terrible it is actually impressive. NEVER again will we be dealing with Merchant Lettings. Now just to wait and see if they withhold our deposit...