be careful using this agent - they are all nice and friendly at first, but when problems arise once you are in the property they are not very helpful. numerous times we complained about our rented property, and the first few times they eventually informed the landlord, but after that they kept saying the did not manage the property so there was nothing they could do. They also broke the terms of the tenancy but taking money from the deposit without our authorisation. I have had plenty of communication with them over this matter, but they always ignore my bad experiences and focus on the good points of their service (which weren\'t many!). I am still waiting for their comments in relation to the breach of tenancy, this is the forth time of asking!! All I get back is how their customer service is excellent, their staff do everything right and basically they are brilliant and perfect - which is far from the truth as their staff are disinterested a lot of the time and definitely say one thing and do the opposite - and then just ignore your complaints! if you use them, do so at your peril.
What agent could do to change your mind?
be honest, hold their hands up and accept they have made a mistake, rather than trying to turn it round on to me. they are no where near perfect so should stop thinking they are - look at the problems they have and work on it - a simple apology goes a long way (although personally am now beyond this point)