Jun 05,2013
By: 'Avoid'
Jun 05,2013
8 people found
this helpful
Stay far away from You-Rent.

The administrative errors than accompanied our renting process were astounding. Most glaringly, we were provided with the incorrect address for our apartment, which we were never notified about, and left to notice the subtle change in email subject that indicated the address change. When we brought this to their attention, Anne-Marie refused to accept responsibility for the mistake, instead pinning it on us for not noticing the change of email subject.

Additionally, we dealt with emails being sent to the wrong address, forms not being attached to emails, and the most privacy-invading, draconian referencing procedures we have ever witnessed, which required itemised copies of our past 3 months\' bank statements, and 3 months of payslips.

Any issue we brought up with them was met with steadfast denial at any wrongdoing on their part, and complete unwillingness to make amends. Our experience with You-Rent has been incredibly frustrating, and we wish we had read the other reviews on this site before pursuing a rental with them. Don\'t make the same mistake we made.
Was this helpful? Yes
By: You-Rent
Jun 13, 2013
I do appreciate maybe you have 'done things differently' in the past, as you kept reminding us all the way through the process but we have requirements that need to be meet. I can say that without doubt you have been the most difficult tenants we have ever dealt with. All the way through your application process we have bent over back wards to accommodate you. Even down to your signing the contract.

Once again I would stress that you provide us with the wrong email address to begin with. Our initial email to you did contain the correct details. As I've already said one email contained the incorrect address whilst all the other had the correct address.
Again I would confirm that you were given a property sheet at the property with the correct address along with a detailed list of our requirements with regards to bank statements. So we not only confirmed both the address and our requirements verbally but also in writing. In fact the application form you signed clearly states our requirements.
By: Avoid
Jun 07, 2013
The incorrect address was provided in the initial email that stated the details of the property. It was only "corrected" by quietly changing the subject of the email - at no point were we directly notified of the error. I also never admitted to never having read the emails, as that is not at all correct: if we were not reading the emails, we would never have noticed the subject line had changed. I don't appreciate your misrepresenting our phone conversation. The information we were provided with at the viewing was not specific to the property we ended up choosing, and instead contained a full list of the properties you had available. Should we have been expected to cross-check the information you provided in the initial email against your list of available properties? Surely it's absurd to require your customers to have to perform such thorough error-checking on their own.

We provided the correct email address over the phone. I understand that letters can be misheard, and the matter of the incorrect email address is of extremely minor significance to us - I'm not entirely sure why this has become one of your major focuses.

We were not advised at the viewing of the requirement of itemised bank statements. It would surely have thrown up a red flag for us if we had been, as neither of us have ever encountered an estate agent that required such an absurd level of background checking.

I will leave it to any outside party to judge for themselves whether the errors made by You-Rent could be considered "small" or inconsequential. From our perspective, this has been the most grossly inept handling of rental administration we have ever experienced.
By: You-Rent
Jun 06, 2013
Dear Avoid
Thank you for your comments and as confirmed to you both in writing and verbally I am happy to discuss your issues in more detail however to date your demands for money/compensation are not warranted.
To clarify your issues please see below-
With regards to the incorrect property address this was an issue that only happened once in an email by a junior member of staff. The error was corrected immediately and in all future correspondence had the correct address. You have failed to mention in you statement that you admitted yourself that you 'did not read the emails'. You were also provide with full property details at the viewing and a confirmation email was also sent to you. In fact over 15 emails were sent to you with the correct address.
On the matter of the incorrect email address we worked with the email address provide. Once again you admitted yourself it was a 'difficult' email address to get right.
Your issue with regards to the bank statement is also unjustified. We advised you both in writing and at the viewing of the property that we would require this information. At no point during the initial meeting did you state this would be any issue. Our referencing proceed ensures the correct assessment can be made of any future tenants.
Once again we are happy to discuss your issues in more detail however your demands for money/compensation due to one small error made by a junior member of staff have no grounds.

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You-Rent Residential Lettings

Lismore House 28B Wilton Road Reading
RG30 2SS

0118 907 2025

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