These estate agents, though projecting a good image onto the market, are all about the image and nothing about the service. Quick to take the money, not so quick to do anything else. I will give my experience below, but as short summary as estate agents, they know little of the properties they are told to manage, appear to cut every corner possible in furnishing and managing the property. They are difficult to get a response out of, even if it is urgent, with their customer service in need of serious improvement as well as the communication between their different offices being equally poor. Nothing is organised in advance, even if an appointment is booked, and they cannot manage to send the correct paperwork to those involved in a transaction. Overall, they lack clarity and try to fob customers off with jargon in the hope that they won\'t ask questions. Steer clear of this agent.
My detailed experience;
On looking for a property they do not keep their window display up to date, with properties that have been let for months still appearing in them.
They own a lot of the newer properties, making it difficult to find an alternative agent.
They now have three offices, but you cannot do everything in one office, you must travel along wokingham road to the top office for contract signing and if you want to make a payment of any sort as their only debit card reader is located there. They also do not make it clear where to collect the keys to your property and there is little communication between the offices, leading to one office giving information that the other office tells you is incorrect.
They also give no information about the deposit scheme they use or how it will be returned despite it saying in their contract that they will provide it within 30days of signing. Two years later, I am still waiting.
Moving into the property, I was told it was not ready at the set time due to the previous tenants leaving it in a state and that they had had to repaint.It was clear that this had not been carried out and that blood stains were present on some of the door frames, though the carpet had been replaced. The cleaners they had hired had not done a good job and several small signs of wear and tear were present that could of easily been fixed. The paint had also not been sealed, so where the cleaners had attempted to wash it, the paint had rubbed off. The landlord was unaware of any of the damage to his property due to the previous tenants.
On top of this, they did not have all the keys to all the doors on the property, including the post key and a key to the block front door, with the latter not still not being found two years later for all residents. It took about 2 months for them to provide a post key and replace one of the locks on a door.
The inventory seemed to have been a generic one for the entire development, saying that some items of furniture were present when they were clearly not. Others were severely damaged, with claims of their being sprinkler systems on the ceiling (these are heat alarms and extractor fans). This again had to be corrected, only for the original inventory to come back to us when we renewed the contract. They also didn\'t know which gas box was connected to the property.
They are meant to manage the property, but all the faults we have had have simply led to Adams ringing the landlord and then the landlord coming to fix it. In order to get an action out of them, I recommend visiting their office once a day until something comes of it.
They are also prone to spelling mistakes leading to emails never being received, their quarterly inspections occur once a year, with them forgetting to send the notification when it does occur and then informing you that they posted it through your letterbox, only to be told by another member of staff it was sent as an email to an incorrect address.
Their admin fees are £50 per person for students, and these have to be paid even if the contract is simply being continued for another year and they cannot simply transfer your details across to another one of their properties, it all has to be done again, even if you stay with the same landlord.
The business is in need of stream lining and needs to stop expanding and focus on improving its service.
What agent could do to change your mind?
Improved customer service, spent the time reading up on the properties and done the job with little hassle.