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Umega Lettings - Edinburgh

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Umega Lettings - Edinburgh

A selection of reviews/testimonials by highest rating
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1.00 /5

As a potential tenant, our experience with Umega was an absolute nightmare. Firstly, their process for new tenants is extremely complicated and not accessible for individuals who are not tech savvy or who may have disabilities. We were 3 days away from our move in date and the company was still going through their referencing process, only to inform us at the very last minute that the application was withdrawn by the landlord. Secondly, this company exhibited fraudulent behaviour regarding funds. We paid both the deposit and first month rent to Umega, and they have been reluctant to refund us the exact amount. Umega claimed to have not received the first month rent, after which we had our bank launch an investigation. Once we made Umega aware of the investigation, they confirmed that they in fact did receive the first month rent. They have issued the refund for the deposit which is not the correct amount, and the accounts team is refusing to explain why this is. Thirdly, throughout the entire process outlined above, the customer service from Umega has been absolutely absurd. In addition to the poor communication on Umega's end, we are not burdened with begging Umega to issue our refunds and to explain why the exact amount is not being refunded to us. We DO NOT recommend Umega Lettings. There are many other letting agencies with much better customer service, and who actually respect their clients.

review by Natasia Adolfo

Reply from agent

Thank you for your feedback. I’ve spent time getting a full understanding of the series of events that I believe have led to your 1 star review. We’ve found ourselves in a situation which we would much prefer never happens, whereby the application for a property has fallen through due to various important criteria not being met. In your case this situation has been made even more difficult because the timescales between your application and the proposed lease start date were fairly short (in the case of further references being required). We realise the outcome must have created additional stress for you at this time and we are truly sorry about this. We also acknowledge that our application process will always benefit from being well-explained to customers, particularly when it comes to our heavy reliance on technology. We are happy for prospective customers to use email for references if that is their preference and we are always learning how we can do things better. Relating to refunds: at the time of writing we are satisfied that your full refund has now been processed. I can assure you that Umega Lettings has never and will never exhibit what you refer to as ‘fraudulent behaviour’. We acknowledge that there has been a fairly prolonged timescale associated with getting this back to you, which must have been extremely frustrating for you. We required extra time to match the original payment we received to your account on our system, as a result of various inconsistencies in the transaction description and source, which led to additional checks being needed on our end before we could proceed with refunding you. These checks took place with the help of our bank between Wednesday, Thursday and Friday last week. On Friday we were able to process your refund in full. Given that we are dealing with cross-border transactions through International Banking, this further adds delay and complexity to the flow of information. For us this case is not yet closed. We will be satisfied this case is closed when you have confirmed to us that you have received the money that is owed to you (currently the funds are in transit).