At the beginning of April 2021 I had been trying to contact them for several days to rent an apartment, when I get them to pick up the phone, I try to make an appointment to see the apartment, with the covic-19 situation, there are no visits, They sent me a video on Friday the 9th, on Monday we called to pay a reservation or the apartment fee but the agent who runs the house is on day off on Monday the 12th and Tuesday the 13th, on Wednesday the 14th , I make an appointment despite insisting that I no longer want to see her I want to pay the deposit, I liked the video and I want it, because the agent as it was full on Saturday17, began to have appointments before Saturday17 to all the people who arrived after me, instead of moving the day appointments. Thank you very much for your terrible service and for leaving me almost in the street, since I have wasted 2 weeks of my 1 month notice, in wanting to rent.
Regarding the online appointment that you say that I did not appear, to the online appointment, those who did not appear was your agent, me and my partner were 2 times waiting like fools, for their agents to call us virtually, and I have witnesses of all this, now get well doing and saying that you are going to give the truth of reality, if you are going to tell yourself the truth tell the whole truth do not tell lies, please ask your agents for the two calls that were made when we saw that not they called us virtually ,They not like to have bad reviews, so do your job well and be professionals in the future.
Reply from agent
Dear Vanesa,
Thank you for taking the time to leave a 'review'.
I cannot find your name in our database but I think I have been able to establish who you are via your partner's name.
I will start by apologising for how you feel, trying to find a new home can be stressful especially when the letting market is so fast-moving. We would never actively do anything to make this process stressful for someone, however, we can only ever let a property to one person(s) despite receiving (on average) over 50 enquiries for each property we mark as available.
As you have chosen you display your concerns publically, I have little choice but to display both sides of the story to show a true representation of the course of events.
19th March - We registered your partner looking to rent a property. This was done the same day you made contact with us. Also on this day, you made a duplicate enquiry which was deleted as we had already spoken to your partner. We had no suitable properties to offer you at this time.
27th March - You/your partner enquired via email again and re-registered looking for property under a slightly different name. We tried to contact you but received no calls back and the enquiry was closed.
2nd April - You enquired about a property in Bewbush we marked as available to rent. We booked you a virtual viewing via Zoom for 6th April.
6th April - You failed to show up for the virtual viewing via Zoom with my colleague. We then had to rearrange this for the 9th April.
9th April - Virtual viewing conducted
10th April - We called you to try and obtain feedback from the viewing. You did not answer/return our call.
You maintain you called on the 12th and 13th April - I can see no record of these calls looking at our call log history on the number we have for you. This aside, as you hadn't seen the property physically, we never would have taken a 'reservation fee' anyway as that is not within our processes until a physical viewing has taken place.
14th April - You spoke with my colleague and arranged a physical viewing for Saturday 17th April
14th April (Eve) - another party sees the property physically (they virtually viewed the day before) and they declare their interest and pay their holding fee.
15th April - You are called to inform you that the property is now let and the viewing on Saturday is cancelled.
16th April - You attend the office upset, asking how this has happened. All of the above was explained to you PLUS additional information regarding the current occupiers and access issues we had had due to COVID19 concerns on their behalf. All of which were out of our control.
20th April - without any further contact with ourselves you leave the above review.
I must say that your claims of putting you 'almost on the streets' are completely out of proportion and as you can see from the above, at no point were you mistreated and at no point were you promised a property you did not receive.
I am sorry you did not secure the property you say that you wanted, i wish we had many more properties available for you but the lettings market stock has been falling due to some of the changes in the Private Rental Sector that we have seen over the last few years.
I do not feel the situation above deserves a 1-star review I am afraid and it is not reflective of the service we provide.
I wish you all the best in your future search.
Kinds Regards
Adam Charlton DipSP MARLA
Director
