As the name used in the review does not correlate it was not easy to identify who wrote this review however I am now aware of the author. You complained about the “hardness” of the carpets which the landlord agreed to replace (at a cost of £1,700) and on the evening before the contractor was due to fit them you cancelled and you have not contacted us since to rearrange. You reported an issue with the oven and hob on a Sunday and we had an electrician instructed to come to you the next day. Unfortunately (and outside our control) he could not attend and therefore we instructed a second electrician that met you at the property on Wednesday. He could not diagnose the issue and so we instructed an appliance engineer to contact you the same day. He has told us that you could not make yourself available until the following Monday. He went to the property as arranged and fixed the issue – a new element. Whilst the second issue was ongoing you called the office and screamed at my team. I understand that you were frustrated however I am not sure how you expect to achieve anything by being so disrespectful. We are more than happy to help. Good tenants are a pleasure to accommodate so why would we do anything to ruin a relationship. When people shout and swear at my team I am more than happy for them to terminate the call, why should they have to tolerate such behaviour? If that means we are rude then so be it. It is a shame that we cannot leave reviews on tenants. We act and are paid by the landlord. Notwithstanding this we have a duty of care to tenants and we will always go the extra mile to try to help. However sometimes tenants can look to avoid their obligations and will often blame agents or landlords to get their own way. Sometimes we have to point out to tenants that we cannot simply acquiesce to requests that either we have no power to decide or that Kevin Hall Director – Martin & Co (Ashford)

I am sorry that you have felt it necessary to give us a one star rating. As the owner of this business I take great pride in what we do, hence why we have such good reviews. I have checked our records and can see that you applied for a rental property 3 months ago. You said that you had good credit and therefore we put you into referencing. As a result we found out that you had a significant county court judgement and therefore our independent referencing company could not pass you as a tenant and as a result we could not offer you the property. I appreciate that this was disappointing for you however I am sure you can understand that part of our role is to ensure that we only place suitable tenants.

Tee Jay, I have no idea who you are. As letting agents we record the names of people that contact us and are interested in property and I cannot see that you have dealt with us. I have looked at your other reviews and these indicate that you do not live in the Ashford area and wonder whether you have mixed us up with another agent. On that basis I would respectfully ask that you remove your review. If you believe that you have dealt with us and are genuinely unhappy with our service I would ask you to email me at kevin.hall@martinco.com and as business owner I would be happy to address any issues. Kevin Hall - Director - Martin & Co (Ashford)

Chris, we carried out a service on your oil fired boiler and the engineer raised concerns over the age and therefore its safety. We sought clarification from the engineer, unfortunately the advice he gave us and you conflicted and was somewhat contradictory. You were concerned about living in an unsafe house and we explained that we would seek instruction from the landlord and that in the meantime you could switch off the boiler and use the immersion heater for hot water and we could provide emergency heaters. We raised the matter immediately with the landlord who agreed to look into replacing the boiler. The landlord was moving back into the property and therefore to save disruption to you and to allow the landlord to instruct the right engineer the landlord agreed to purchase several heaters and to reduce your rent by £200 per month until the end of the contract. I was not present when you had the initial discussions with the team however I am disappointed by your comments given that we work hard for our landlords and tenants alike. I understand that issues of safety are emotive however we do not have a magic wand allowing us to sort issues instantly. When you flagged the matter up we provided a temporary solution which has then been extended to ensure that you are financial satisfied. Kevin Hall - Director - Martin & Co (Ashford)

“This is a fake review posted by someone that has threatened us with a campaign of fake negative review unless we make a payment to them. The matter has been reported to the police and we have made a request to the host to have these malicious reviews removed. We are an entirely professional and successful estate agency business that will not be held to ransom by individuals for personal gain – Kevin Hall (Director)

“This is a fake review posted by someone that has threatened us with a campaign of fake negative review unless we make a payment to them. The matter has been reported to the police and we have made a request to the host to have these malicious reviews removed. We are an entirely professional and successful estate agency business that will not be held to ransom by individuals for personal gain – Kevin Hall (Director)

“This is a fake review posted by someone that has threatened us with a campaign of fake negative review unless we make a payment to them. The matter has been reported to the police and we have made a request to the host to have these malicious reviews removed. We are an entirely professional and successful estate agency business that will not be held to ransom by individuals for personal gain – Kevin Hall (Director)

We have privately messaged you to remove this review as we have never had any dealings with you in any of our branches. This is a case of mistaken identity. Thank you, Kevin Hall at Martin & Co Ashford