We let out our flat after its sale fell through. Having a positive experience with Umega Sales, Umega Lettings was substantially different. Umega consistently present surface-level impression of being reasonable & helpful. Their ‘resolutions’ are often unilateral (already done deals). Emails & information provided frequently ignored, responses regularly include obfuscation, inaccurate statements, devoid of facts. Their MO seems to be that they think you’ll just give up. 1) Communications were consistently poor, absent, late, misleading. We repeatedly raised concerns re last-minute “hit send & run” emails received Friday afternoons. Despite discussions, the next communication again arrived on Friday @5pm (on the very dot). Early ‘issues’ listed from Umega were verbatim from the tenant. The majority were simply non-issues/nothing to do with us (rent cost, size of deposit, flat wasn’t furnished, odd marks on ablind, pictures of clear shelves &top of meter box?!). Their own move-in report recorded the flat clean to a high professional-level clean; however, we accepted that a dusty bedhead recently out of storage was an oversight on our part. Umega did not challenge anything, simply issuing us an additional cleaning bill after the fact. 2) After some hot weather, Umega hired an air-conditioning unit without our consent or knowledge. It’s not unusual for our building to be hot inhigh summer (it has a full glass side window). A week after the summer weather had cooled, they notified us they’d hired an air-conditioning unit; with no notice & after the fact. Had the tenant flagged an issue in the weeks it was hot, we would have agreed. But at the point they hired it, it was no longer necessary. Umega stated I ‘declined’ a phone call, which is incorrect. I took the call & apologised the conversation was short as I was ina meeting – nothing mentioned about air-con hire (it would’ve been the very first thing I mentioned if I were them). We were not given opportunity to make alternative arrangements, e.g. buy a machine - a permanent &cheaper solution! (again, if it was in the previous weeks’ temps, we would’ve agreed). When Umega hired the unit, the hot weather had abated, it was ~17 degrees daytime & 10 at night, & remained this way. They failed to cancel the hire when there was still time to, despite 3 emails & a call. 3 days later we had an in-person meeting with 2 Umega representatives who agreed the hire was indeed unnecessary, & they would de-hire the unit. This didnt happen, & they’ve ignored our repeated requests asking why this didn’t happen. Billing & hire periods changed — one invoice for air-conditioning hire Umega provided was £379 & a second was £696. They’ve been untruthful about extending the air-con hire - on 3rd Oct & 20th Oct, Umega emails outlined air-con was hired from 21/08/25 & finished on 25/09/25. But the invoice billed to October – we queried this (again numerous times). Now Umega are telling us (email 3rd Nov) & expect us to believe (which is new news to us) that they actually extended hire of the air conditioning until the 10th October. Most egregious - no matter that this is Scotland with Sept/October usual cool weather conditions, - unbeknown to Umega I had called the hire company on 6th Oct myself & they told me the unit had indeed been collected from our flat back in Sept when Umega indicated (xx address confirmed). So Umega have been caught bang in a lie! via their own complaints procedures. 3) Umega continued to classify the hire as a welfare issue in to October but providing zero evidence (when repeatedly asked) of high temperatures in the flat since our August communications. Its not an urgent maintenance issue, there is no legal obligation to provide air-conditioning into October in Scotland. Umega clearly accept responsibility, as they’re covering half of the hire cost. We’re now in dispute over the other half of the cost. Cue the ‘reasonable Umega’ response on here. Meantime, we’re taking this to Tier 1 tribunal & Umega has lost any future business from us, including our sale