Hello David,

Clearly there is a little confusion about who said what - and I have reiterated to Darien that from now on communications have to be in writing to avoid this kind of situation.

However one thing I would like to point out is that I have just read an email sent by myself quoting our fees. This was based on a rent of £675, because you told us it had been valued by Foxtons at this (and we know that the selling agent is likely to add a gloss to it for the purpose of enthusing the buyer somewhat). We also agreed in the same communication a bonus for beating this figure.

We did not however give a valuation of this amount and certainly we didn't state a valuation of the figures suggested.

Anyhow, I'm glad you have found a tenant - which incidentally I do think is the market rate.

I'm sorry if you weren't aware of how we market properties - it should be made clear to all clients before their advert is live.

We are not perfect, and we are always looking at ways that we can improve our service and I am disappointed that communication appears to have been poor on this occasion.

However on a positive note, that gives me a catalyst to improve our communication considerably and make sure that all landlords are fully aware, in writing, of how we intend to market their property and they understand why we do it.

Darien is quite new to the industry David I agree that he had plenty of chutzpah (I had to look that up) and needs a little more experience to ultimately create the refinement, but I am also extremely sure he never intended any breakdown as we always talk in the office about the importance of not burning your bridges.

If you would like to make any further comment, p[lease email me at [email protected]

Since you accuse me of dishonesty I'll comment further.

I told you I'd consider appointing you sole agent if things went well in the first fortnight.

In order to win my business you told me that you expected to achieve a rental in the range of £700-£850 per week. You then proceeded, without my knowledge or consent, to advertise the property at £550. I immediately recognised that I would not get a better rental because you'd put this figure in the market.

You obtained one offer at £500 and made it clear that you would not continue to act for me if I did not accept it. This was £175 below the figure suggested by Foxtons, the agent who sold me the flat.

Did you seriously expect to get sole agency after this?

I told the other agent to lower his price after I became aware of your actions and shortly afterwards he achieved an acceptable offer.

It's many years since I was last in the property market, so far all I know your firm's actions may be par for the course nowadays. They did surprise and disconcert me, though, and the other agent has behaved with traditional integrity and professionalism throughout.

Darien, I would have awarded your firm one star. I gave it two because despite everything I admired your chutzpah. I suggest, however, before you write further, that you consider the First Principle of holes.

Hello David,

I have seen the review you have posted on the All Agents website and I want to run through it with you:

They suggested quite a high a weekly rental value, and I was surprised to see their adverts quoting a much lower rental, without prior consultation with me - We had spoken about this on the phone several times and you know our marketing strategy - If you didn't understand it why did you not never once raise it as an issue with me? Instead you use a public forum to criticize me

They used another agent's photographs and description, without his consent. When he made them take them down they charged me £90 for taking their own photos, not something I have come across before - I had made it clear top you then if we agree a sole agency agreement we would cover the cost of your professional photo's, floor-plans and EPC, however you chose another agent. I made it clear that we use a professional company and although you had already been on the market an entire month, you didn't want to instruct us alone so I said we would require the cost to be covered, which you were happy to agree with me.
They obtained one offer at a rent below their advertised price. It was not acceptable to me. Darien was quite aggressive, insisting this was the best offer I was likely to get, and that his firm would no longer act for me if I declined it, which I did - It is correct that this offer was below our adverts price and I also pointed out that the tenant was happy to move in immediately and gave good feedback as to why he didn't think it was worth more to him. I wasn't aggressive David and the reason we decided it wouldn't work is because originally you had told us the other agent was only going to continue marketing for 2 more weeks maximum, however when the time arrived they were still marketing your property - so you had essentially not been completely honest with me from the outset.

We thought this was near to the best offer you'd get based on the levels of interest in the property and the general feedback.

Maybe being a straight talker makes me aggressive but I don't remember once ever raising my voice or in anyway forcing you to accept the offer. All I did was try to get you to see the benefits in accepting an offer sooner rather than later.

In fact now that you have entered a public domain to criticize me, I will add my two pennies worth.

It took your agent 6 weeks to find you a tenant at £550pw.

When we were instructed, we had an offer within the first 12 days with a tenant wanting to move immediately.

£500 x 52 = £26,000

£550 x 46 (less 6 weeks) = £25,300

Therefore using my own calculations, it would have worked out financially better for you to use mwe from the start as I would have found your tenant more quickly.

They charged me £24.50 for returning my keys, not something I have come across before - Again, I ask why would you expect us to spend money on a Client who isn't able to commit to us?
you could have collected them too, and we are not going to send first class and have any liability for loss made against us, so we needed to use an insured post service.

Do you really think at this point I would be willing to incur any further losses? We are a business and we are not going to throw money away David.

David we have many many great reviews from our landlords, but honestly the relationship has to be mutually beneficial, and it wasn't a fair platform for us as we were told things that didn't materialise.

I am happy you now have your tenant and I hope your tenancy runs smoothly and the managing agent you have chosen is sufficiently protecting you by holding important client money protection insurance - so there is no risk to you if their business fails or disappears.

Yours sincerely,

Mr Darien Neavin MARLA