Martin & Co Birmingham Harborne

Extremely poor customer service! I called the Harborne office on behalf of a potential tenant and was not let to finish sentences during the telephone call - whilst I appreciate they needed the tenant's permission to speak to me on their behalf, I was only putting a general enquiry forward, therefore not asking any personal details. The female adviser seemed to rush the phone call, very inconsiderate and not empathetic. Every business that relies on clients should be offering at least satisfactory customer service to clients and should be considerate of individual needs and concerns - that was not the case! I kindly asked if there was a manager in the office or anyone else I could speak to as the first adviser made me feel uneasy and was told no one was available to take my call. Personally walked into the office only after 15mins from that phone call and 5+ employees were present. The female adviser I spoke to on the phone seemed very uneasy and concerned and was not expecting the visit. She had a completely different attitude whilst speaking to her face-to-face. The adviser's colleague backed upon the same conversation and they both seemed to not be accepting the fact that their customer service was poor and were only concerned on the steps moving forward. In addition, the adviser's colleague clearly stated she would have approached the conversation the same way as the first adviser. As clearly stated above, other 5+ employees seemed disinterested at all and could have, at least, taken an interest to resolve my issue. The referencing agency they are affiliated to, Van Mildert, after 4 phone calls dated 28/03/19, let the tenant ring their office for 1h+ with no reply. I would never expect such poor customer service from a 'leading UK estate agents' - what a shame!