Nov 05,2013
By: 'Avoid, Avoid, Avoid!!!!'
Nov 05,2013
2 people found
this helpful
Where do I even begin??? First time I inquired for the possible renting via Greene & Co because I had bought this property from them back in 2007. While Buying Simon Cole was my contact and it was all good.

6 years Later I went back to them choosing them to act as an exclusive agent to rent my property and it was the BIGGEST mistake I ever made. Ed was good at following up on my initial call re: renting the place and he visited us at the flat with necessary info just before Christmas last year as property was to be rented from end Jan/Beginning of Feb 2013. It was all good up until this point. Ed had informed us that he is away on Holiday and someone from the agency will follow up but no one did. I had to make few phone calls to get the documents sent through to me. The problem had started form here on and I should have pulled out but decided to give them the chance.. another big mistake from me. No one got back to me with any follow up. I had to call the agency back and speak to various people. By the way communication within their team doesn\'t exist at this agency. When the viewing began half of the show rounds that had gone on weren\'t advised to me. At times I would come back from work and would know they had done the viewing. Alex was the one person who actually called or informed me that show round took place. But this didn\'t really mattered to me as they were trying to find me a tenant. But where is the common courtesy? Its someone\'s home for god sake! When they did find the tenant who needed to move in before the advertised date of availability I accommodated their request and moved out, me finding somewhere to stay for a week. I was leaving London for a year long travel. By this point I really wasn\'t happy how they had handled everything but it was too late to pull out because I had signed the contract already. So I called the agency and requested to speak to my contact in person prior to leaving the country so that I can leave in positive notes. I went to see Reena Mistry (my contact at the agency at the time) and told her that I want them to get back to me for whatever it is and not ignore my emails. If there is a problem or not, if they have answer for me or not, just let me know that my correspondence are being acknowledged. Reena assure me that would happen.

On the 31st of May I received an email from Reena about a problem in the bathroom that needed fixing and the quote for the cost involved. I gave a go ahead as soon as I received the email because I didn\'t wanted the tenants to be looked after. I advised Reena as well that it was by luck the email got looked at straight away as we had been to 9day long trek without access to phones. So I was advised that if any further urgent matter and the cost of fixing, if it was within certain amount they will go ahead and fix it. That was all good with me.

The real issue began in June when I received a remittance advice with underpayment (GBP500) without any explanation. I immediately inquired about the underpayment and ask to resend the correct invoice I got no response. In the mean time emailed Reena asking what was the problem, it took Reena good few days to respond to my email. The response was that the tenant had under paid them by GBP500 relating to the problem in the bathroom for which Reena had emailed for my ok on the 31st of May. My 1st question was, how would a tenant under pay you when the rent due date is 28th of every month but you only informed me of the problem on the 31st of May? The rent for June would have to be already paid to the agency on the 28th of May? You can only imagine my worry and anxiety having to deal with all this while being half way across the world with different time zone. So from this point I knew agency hasn\'t been honest with me. Despite sending numerous emails, speaking to many different people and by July I no longer knew who was my contact! I stayed late at night to call the agency during their office hour so that I can find out what the issue was but no..wasn\'t able to get to the bottom of it. All this time I am paying them monthly management fees as well. I asked for details of the problem the tenants had, when did they report to the agency and when was it resolved I never got straight answer. By now, I was passed on from one person to another and finally dumped to Natalie Ware. Natalie is my contact now fantastic!!! All of the people I had spoken to previously were no longer interested in speaking to me and every time I spoke to new person I had to give them the details on the ongoing issue.. it is now Mid July. During all this, I did speak to Simon who is now an assistant Manager at this branch thinking he may be able to help me but I was wrong. He wasn\'t interested either. He was in a hurry to end the conversation with me and advised me that Manager from Property Management Team would get back to me. Nobody got back to me! Not the first time!!! I have lost count now..So I emailed Ed asking if he can give me contact of someone that I can take my complaint to and possibly resolved the problem. I do have to credit Ed on this, he responded to my email straight away, apologised and advised me that he has brought this to the attention of the Manager at Property Management and the manager will get back to me. I waited and am still waiting... In another follow up I spoke to Alex on the phone (this is all done while I am away calling from abroad. You can only imagine my phone bills) who actually put me through to Natalie Ware. Natalie updated me with the info she had, the tenant shouldn\'t be holding this amount because the problem was fixed. She also told me that the tenants are claiming it took agency two weeks to fix the problem but it isn\'t true because agency has workmen confirming otherwise. Tenants want the agency to compensate them for the inconvenience caused. So the agency is investigating this and she will get back to me with the update. That was back in July I am still waiting on the update...While all has gone on, I am not given accurate details of anything. If I emailed asking update, I am copied in email that agency is sending to the tenant demanding them to pay or face the legal action plus GBP30 each time agency sends them the letter! In no point did the agency come to me to explain of the situation to ask would I actually consider doing something about it? This is still on going by the way... Yes its only been 5 months lets drag it even longer why don\'t we!!! I simply have no energy to try and resolve it from here (I am in Australia at the moment) so I am just waiting to be back in London and pay them the visit. Oh the great news is, I found out last month that they were taking this matter further and taking legal action against the tenant. Oh and we had to call them to find this out. So, while they take their legal action they have deducted the cost of fixing the problem from Sept rent without informing me... yet again!! They don\'t communicate in this organisation!

If they know what they are doing or if they cared, then they should be contacting me by now asking me if I want to extend the contract should the tenant wishes to stay longer? But of course they haven\'t. Friend of mine (who is the UK contact for the agency during my absence) emailed Natalie about this very point. Natalie informed her that someone form the contract team (I doubt they have a team there. They certainly don\'t work as a team!!) will get back to us. That was on 1st of November today is the 5th and no one has got back to us! I know what would happen if I waited for them to come back to me, so instead I have emailed them giving them the notice to end the tenancy agreement once it runs out end of Jan 2013. I will be back in London in December and want to move back in my flat.

They are the WORSE agency or an organisation I have ever come across. They do not respect what they sign for and do not have a clue about customer service. They DO NOT deliver what they promise!! I would NEVER EVER use them EVER again. I can\'t wait to have my place back so that I do not need to be dealing with them.
What agent could do to change your mind?
Communicate better for a start. Follow up on emails, do not ignore and be HONEST. In my case I haven\'t found them to be honest.
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Greene & Co

7 Lauderdale Parade, Lauderdale Road Maida Vale, London
Greater London
W9 1LU

020 7286 8787

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