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May 18,2013
By: 'AR'
May 18,2013
4 people found
this helpful
I\'ve had an absolute nightmare with this agency. I paid in £180 for a inventory and contract. My contract was a standard template and my inventory was 2 pages long stating the rooms and that they had floors. There were no photos, no details, etc. when questioning this I was told it was a basic inventory so I carried my own out.

The property was dirty, I had previous tenants food in my freezer, thick cob webs on the windows, burnt fat in the oven, deep grease on the hob, bathroom was also a disgrace....this list cld go on.

There is a lady called Anna there who is very nice but Dorian I have no words for, or words I can\'t write on a website. What has really interested me about this website is a kidding to Dorian I\'ve been the worst tenant he has ever had the misfortune to dealing with and how all other tenants have been more than happy with the service....another lie! Excel in customer service Dorian? Where\'s my gas safety certificate? Isn\'t that a legal requirement????

I would NEVER rent through this agency again, I\'ve spent 2 weeks crying and have to date taken 3 days off work to deep clean the property myself before being able to unpack a box. The agents sent a cleaner for 3hrs however, they didn\'t have time to clean everything as it took the lady 2hrs to do just the oven.

The entire experience has been that of an exhausting one and I strongly recommend you rent via the larger agencies to avoid this unprofessional service.

This is now with my company legal division and I\'m following up with the property ombudsmen. I\'m so upset that I.cant deal with this myself anymore so have a lawyer acting on my behalf.
What agent could do to change your mind?
Acknowledged flat was dirty at paid for deep clean, proper inventory etc
Attached Files
Was this helpful? Yes
By: Dorian
Jan 03, 2014
Dear "AR"

Taking into consideration that I can not name you and your comments, no matter how untrue they may be, it is only fair for people who read this review to know the real facts and cronology of events:

You viewed the property for the first time on the 16th April 2013 at 1:30pm. You were allowed enough time in the property and garden area to carry out a thorough inspection. I answered all your questions at the time.
Soon after the viewing, you sent an email expressing your interest in the property and asked to arrange another viewing for the same day. I informed you that at 5pm of the same day I had another viewing with other applicants and you asked to arrange an appointment for 4:45pm , just before my next viewing with other applicants. During the second viewing you inspected the property closely again and I again answered all your questions clearly and honestly. I also mentioned very clearly that the property comes as seen and that a cleaner would be asked to carry out post tenancy cleaning taking into account that the property had been handed over by the previous tenants in clean condition, however because the property had just been decorated, further cleaning was required.
I did not offer professional cleaning as I could not do so without agreeing with the Landlord first. I was was very specific about it because I even told you that the carpet in the bedroom would not be washed but just vacuum cleaned.
I was under no pressure whatsoever to promise anything that I would not be able to provide taking into consideration that the applicants who viewed the property soon after, in your presence were very keen on the property; however as I had advised you previously I informed those applicants that you had seen the property first and would be given first priority.
The special requirement of your initial offer were to have the furniture removed from the property except the bookshelf in the living room and the wardrobe in the bedroom, to replace any burnt spotlights and to fix the hinges on the garden gate. Your offer was accepted later by your Landlord subject to these requirements, references and contract and you were sent an email stating clearly the costs and the procedure to be followed in order to move in on the 27th April 2013.
Although the holding deposit was not received until the 18th April, I was kind enough to hold the property and to answer any questions promptly, honestly and without delay.
Even though the original offer was accepted subject to the requirements above, I kindly agreed to other additional requirements, which came at an additional cost to the Landlord.
Although it is not standard practice, In order to be as helpful as possible I even agreed to release the keys a day before, on Friday in order to assist you with moving in, providing that the funds would be received by then. Even when the funds were not yet received, I was always contactable throughout Friday Morning and each of the numerous times that you phoned I was kindly and patiently checking the account to keep you up to date with the situation.
We had arranged for the furniture to be remove, repairs to be carried out and the cleaner to carry out the cleaning as agreed and the flat was ready for you when you visited our office on Saturday to collect the keys. I personally released the keys to you and gave you two copies of the inventory and advised that you had 7 days to check and add any comments as necessary. Prior to this the flat was inspected by a member of our staff and photos taken and sent to you.
I did not hear from you until the following Monday when I returned to the office to find a voicemail in our answering machine stating that the property was "filthy". I immediately tried to contact you and when you finally returned my call I agreed to come and meet you at the property.
Despite all the rudeness and swearing I had to endure during our meeting and although I did not fully agree with the "filthiness" of the flat I agreed to ask the cleaner to return and finish those areas that you mentioned like the blinds being dusty, the burnt on grease on the oven , which the cleaner had tried to remove but could not do so and any corners that may have been missed.
We arranged for the same cleaner to attend on the 30th at 4pm; however we were informed by the cleaner, just before the appointment that she couldn't make it so we arranged for another cleaning company to attend on the 1st May at 9am.
The cleaning company addressed those issues but informed me that you were insisting on having the whole flat cleaned again and also to clean the bathroom again after you had just used although it had already been cleaned moments before you used it.
You phoned me and I informed you that the cleaners had already dealt with what we had instructed them to deal with and that the cleaner would finish and leave, at which point you started being very rude again and continued with your threats, name calling and personal insults.

The review from this tenant is unfair and unrealistic and although I have tried to help as much as I could, my efforts have gone in vain and unappreciated.

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113 Shirland Road Maida Vale Maida Vale, London
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