Cavender

Firstly, I am fully aware that each member of staff has their job to do. This is not the issue at hand. I am also aware that there are many legalities to comply with at your agency and that is not the issue either. These things are completely understandable and are in no means what I have to issue a complaint over today. However, I am truly horrified by the way in which one of your employees has spoken to my guarantor. This is by no means customer service and I believe completely lets you down as an agency. There were communication errors between my guarantor and the agency which led to confusion on both ends. This was never taken into account by Cavenders. My guarantor is in Vietnam until August 7th. You would like her paperwork for the 5th. Once again, understandable. However, the lack of consideration into the fact there was miscommunication at first on both ends that led to the initial discrepancy, there is no physical way of getting the paperwork to you before the date requested. As stated in the latest email received from David, you have legalities in place and yes- this is completely fair enough. My issue here is that you showed no compassion or understanding towards a woman who is willing to guarantee one of your tenants. It is not a personal fault on either ends for the miscommunication but it is a personal fault when your member of staff does not take this fault into consideration and why it has then effected the further process. This failure to communicate adequately has resulted in the elongation of this process and increasingly, it's difficulty. As stated previously, my complaint is not about the agency itself- it is about the service provided by David, one of the company's employees. The email was sent on Saturday 29th of July 2017. My first issue of the email being that David addresses his personal dispute with my guarantor, yet cc'd in all other tenants and their guarantors likewise. This is completely unprofessional on his behalf. If he wished to address my guarantor on such a personal matter, this should have been done so without exploiting his differences with her for others to see. I understand it's important to cc' in tenants and guarantors the majority of time when it's to do with a shared property but this was a personal matter between one tenant, guarantor and the agency. Sending the email to everyone else was completely inconsiderate to her especially with it's sarcastic and rude tone. David may be correct that the email was sent to all parties on the same date however, this was evidently not received by all on the same date which led to the miscommunication in the first place as previously stated in an email paper trail between the guarantor and himself. Fair enough Mia was not in the office on the Saturday (that is nor her or my guarantors fault) but leaving my guarantor less than 24 hours to arrange getting these documents to you was unreasonable considering she had contacted you prior and it was not her fault that no-one was there to respond. The fact you did not receive her tenancy agreement but did receive her signed deeds of guarantee exposes the miscommunication between both parties. The sarcastic phrase ‘I was a little surprised' should never be used again when talking to your clients as it comes across extremely belittling and rude. My guarantor had obviously done her best to comply with your wishes and rush to get these sent to you before flying abroad yet you had the audacity to then belittle her which I just think is disgusting customer service. David would also like to point out in the email that 'this has to date never been an issue with any guarantors or tenants previously and I have never had this discussion before.' Why is this even relevant? This is a personal situation between your agency and a guarantor. It is completely unnecessary to impose opinion-as-fact towards someone about other guarantors and their behaviour. This situation isn't about other people you've dealt with. This should be about my guarantor and the issues at hand with your agency. ‘I was a little surprised' myself David by this alleged fact and that you used information about the majority of your guarantors/tenants in order to belittle a specific case. After beginning the email stating this Thank you for the reply. Thank you for your point confirming when you will be back in the country, I understand that the documents will not physically be with me on the Monday however on route in the following day or so you then conclude your email saying As previously mentioned we will require your signed tenancy agreement before we can allow this tenancy to commence. Failure for us to receive this will mean that the commencement of the tenancy cannot go ahead. These statements juxtapose each other. I don't understand what you want my guarantor to do myself so I'm not quite sure how she's supposed to interpret this. Are you implying she must fly back from Vietnam to get the documents to you for the tenancy to commence? Or are you saying that you're happy for the tenancy to commence two days later than planned once you have the signed tenancy agreement? Or are you implying the tenancy can't go ahead at all if my guarantor cannot fly back from Vietnam to provide you with the documentation before the 5th? Who knows? I sure don't. These parts of your email are very contradicting and nothing is clear. No wonder my guarantor had such miscommunication with you earlier on. Maybe if your emails were more to the point and clear, we could actually establish what needs to be done to meet your needs and would not have to be on the ends of such bad service. So overall, the email sent to my guarantor on the 29th July lacked professionalism and good service. In fact, the way in which she was spoken to offended me so much that I've had to spend time out of my day to write a complaint about it. I do not wish to witness anyone else spoken to like this. All David has done is continuously mention the problems at hand but offer no solutions. Anyone who works in any realm of customer service should at least try to offer alternate solutions. I'm surprised the manager of an estate agency can't even make some simple suggestions. This is one of the fundamental basics of good service.