Obviously there are many bad reviews out there for agents that have upset tenants etc. This is another one but absolutely genuine. I don't think I have ever met such a dismissive, unresponsive letting agency like this one.
Only the company director can make any important decisions about tenancies. The front desk staff are nice and firendly but not empowered to do anything other than write messages down for the boss. Weeks can go buy before you hear anything about your raised problems, even with important issues within the house.
Be prepared for a trying time with this company.