“I am not impressed at all with the "service" Ross ......”
2 Star Review
Jan 16,2014
By:
'unhappytennant'
Jan 16,2014
Branch: Dundee, 8A Springfield
Services: Lettings (as a Tenant)
Would you recommend?: No
Postcode: DD3
Branch: Dundee, 8A Springfield
Lettings (as a Tenant)
Postcode: DD3
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I am not impressed at all with the "service" Ross Claire provides. Whilst I understand that being a foreigner is a risk and that therefore I had to pay the first and last rent in advance, I cannot understand why they insisted on transactions to two different accounts which cost my double the amount of transaction fees.
But first: It takes them AGES to reply to emails (that was even prior to me renting the flat), and if they do they always answer in the evenings, shortly before their office shuts down. So they first pushed my close to my deadline, then demanded a signiture prior to me seeing the flat.
Also, it took them 4 weeks to organise a vaccum cleaner and only after several emails and calls.
There was an issue with the front door, which got resolved - not at all, and I found the front door to the flat open and the lights on three times already after showings.
They never tell me upfront when they will come in for a viewing and also they didn't tell me that another person was moving in.
Instead I got a Spam mail.
Also they made me rent the flat for 2 weeks more than I need it.
All in all, I am not happy with them.
What agent could do to change your mind?
They could repond to calls and faster to emails. They could be more helpful in regard to the renting period and the ways to pay the money. The could care for their tennants requests and be helpful.
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The reasons that we require monies to be paid in to 2 different accounts is because we need to keep your deposit separate from the rent. The deposit then gets paid in to a tenancy deposit scheme. For accounting reasons and transparency, we need to keep everything separate.
In regards to the length of time it has taken us to get back to you, we do always aim to respond as quickly as possible, but obviously this does depend on the urgency of the email and the time of year (ie how busy we are). You probably get emails at the end of the day because staff are keen to get back to you before they leave for the day.
You moved in to a 'flat share' which is similar to a bedsit - this is why we don't generally tend to tell the other people in the bed sit that someone else is moving in, but if this is something that bothered you as a tenant, then this is easily changed and we shall start doing this going forward.
You should have been given email notice of viewings and generally that does happen. Of course, we will always make mistakes, but this should be rare. If you weren't told, then all i can do is apologies and speak to the office to remind them that they should be informing people without fail.
In regards to the door being left open and lights on. This was due to the landlord entering, which we obviously had no control over. We have spoken to the landlord and reiterated that at no point should he enter without telling us so that we can give the tenant notice.
In regards to the length of the lease, you were aware of the length before you signed it. Although we will try and be as flexible as possible, it isn't always possible for us to offer the exact dates that a tenant may want.
In regards to the hoover, i understand that when you called to report the hoover broken/missing, you were asked to buy one and submit the receipt and we would then refund you. I can only apologise if this wasn't conveyed clearly enough to you.