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1.00 /5

A quick review of my experience with Martin and Co thus far, 7 weeks after my tenancy ended:- 7-4-19 - still a tenant I go to the place and find heating on full, food left out to rot, already had a mice infestation, spillages all over kitchen counters, left bathroom window unlocked and slightly ajar, drawers had been opened and gone through. I sent all photos and asked for everything to be in writing. 12-4-19 - they finally respond and say on their system I took the keys back on 25th of March. A LIE, I posted them through letterbox with photos. 16-4-19 I send email requesting gas meters readings as gas company charged me another month despite me saying I’ve moved. 20-4-19 - they respond with the INCORRECT gas reading, 13 days since complaint lodged and there has been no acknowledgement of it. 27-4-19 - I complain again after 20 days, warning I would take it further. 4-5-19 - after ignoring me for a further 8 days, they email saying he’s “chasing up deposit” 16-5-19 - no acknowledgement of request after 39 days. Hasn’t contacted me since 4th May. Time to take it up with Property ombudsman as per advice from citizens advice. Horrific treatment of a former tenant and absolutely no acknowledgement at all.

review by Fred J

Reply from agent

Dear Fred, We're extremely disappointed that you evidently feel that we have not delivered the end of tenancy experience that you would expect. We do acknowledge that in this instance our post-tenancy communication has not been as effective as we would have liked it to be. We also understand that the length of time for a deposit to be released can be a source of frustration. We have tried to call and email on numerous occasions to apologise to you for our delay in communicating with you but also to address some of the factual inaccuracies that you have highlighted. You should be aware that deposits are held within the Deposit Protection Service on behalf of a landlord and we have no authority to release without their explicit authority. Whilst we do try to progress matters in as timely manner as is possible and encourage decisions to be taken by landlords, we do understand former tenants frustrations when release takes longer than anticipated. If you really do want us to explain issues and investigate the concerns that you have, please do give me a call on 01752 255 255 so that we can draw matters to a satisfactory close for all concerned. Kind Regards, Chris Whitaker (Managing Director)

1.00 /5

Dear Victoria, We're really disappointed to receive this rating from you. We have tried repeatedly to contact you to discuss the frustrations that you have felt, but you appear unwilling to engage with us. It really is quite difficult for us to respond and improve without your support and engagement. I have spoken to your former property manager Mark and the only thing that he could think that might have upset you was the landlord's wish to increase your rent which we were asked to negotiate with you. If you do want to highlight any perceived shortfalls in service so that we can address these, please do feel free to give me a call personally on 01752 255 255. Kind Regards, Chris Whitaker (Managing Director)

review by Victoria Howells

1.00 /5

Dear Mike, We have no record of you on our property management software system as a client or applicant of ours. Furthermore, I note that your Google account has produced 416 reviews for various businesses around Europe within the hour. I suspect therefore that there may be some automated-spam element to your account which is in violation of Google's policy. I have reported this as such. If however, you are an actual human being, a client of ours and your review is genuine, I would encourage you to call us on 01752 255 255 or email me at chris.whitaker@martinco.com so that we can investigate your concerns. We can then do all within our power to resolve whatever issue there may be to your satisfaction. Kind Regards, Chris Whitaker Managing Director

review by Mike Mann

1.00 /5

A quick review of my experience with Martin and Co thus far, 7 weeks after my tenancy ended:- 7-4-19 - still a tenant I go to the place and find heating on full, food left out to rot, already had a mice infestation, spillages all over kitchen counters, left bathroom window unlocked and slightly ajar, drawers had been opened and gone through. I sent all photos and asked for everything to be in writing. 12-4-19 - they finally respond and say on their system I took the keys back on 25th of March. A LIE, I posted them through letterbox with photos. 16-4-19 I send email requesting gas meters readings as gas company charged me another month despite me saying I’ve moved. 20-4-19 - they respond with the INCORRECT gas reading, 13 days since complaint lodged and there has been no acknowledgement of it. 27-4-19 - I complain again after 20 days, warning I would take it further. 4-5-19 - after ignoring me for a further 8 days, they email saying he’s “chasing up deposit” 16-5-19 - no acknowledgement of request after 39 days. Hasn’t contacted me since 4th May. Time to take it up with Property ombudsman as per advice from citizens advice. Horrific treatment of a former tenant and absolutely no acknowledgement at all.

review by Fred J

Reply from agent

Dear Fred, We're extremely disappointed that you evidently feel that we have not delivered the end of tenancy experience that you would expect. We do acknowledge that in this instance our post-tenancy communication has not been as effective as we would have liked it to be. We also understand that the length of time for a deposit to be released can be a source of frustration. We have tried to call and email on numerous occasions to apologise to you for our delay in communicating with you but also to address some of the factual inaccuracies that you have highlighted. You should be aware that deposits are held within the Deposit Protection Service on behalf of a landlord and we have no authority to release without their explicit authority. Whilst we do try to progress matters in as timely manner as is possible and encourage decisions to be taken by landlords, we do understand former tenants frustrations when release takes longer than anticipated. If you really do want us to explain issues and investigate the concerns that you have, please do give me a call on 01752 255 255 so that we can draw matters to a satisfactory close for all concerned. Kind Regards, Chris Whitaker (Managing Director)

1.00 /5

If I could give no stars I would. NEVER rent from this company, absolutely horrendous service and do not give a single care about their tenants. Made myself and partners life a living hell for months and then continued to attempt to keep our deposit, they are very much ‘pro’ landlord. AVOID AVOID AVOID

review by BROOKE LEE - Student

Reply from agent

Brooke - we are trying to get in touch so that we can discuss your comments and address any issues that you may have. Suffice to say, if we have failed you, we will work to put it right, but we do need to speak to you in the first instance so that we can identify a suitable way forward. Please call us on 01752 255 255 or email us at plymouth@martinco.com. Regards, Chris Whitaker (Managing Director)

1.00 /5

Rude staff, blame everything on you, when it's not your fault, and when they do find out it actually it is not your own fault, they do not apologise or nothing, they make out you have done something wrong and make you feel like the bad guy, you phone them up, they say they will get back to you and never do, and if your late of paying your rent, they send you a not nice email, even know it's been paid lol and always passing the buck, if you want to make a complaint about someone in the office they come back to you saying actually they were not rude lol cannot make this up, anyway 1 star for bad service

review by Liam Palfrey

Reply from agent

Liam - we are trying to get in touch so that we can discuss your comments and address any issues that you may have. Suffice to say, if we have failed you, we will work to put it right, but we do need to speak to you in the first instance so that we can identify a suitable way forward. Please call us on 01752 255 255 or email us at plymouth@martinco.com. Regards, Chris Whitaker (Managing Director)

1.00 /5

Very unprofessional, rude staff, never there when you need help, and always passing the blame to someone else

review by Hannah Dickinson

Reply from agent

Dear Hannah, I understand that you are not a tenant or applicant of ours, but a friend of John Beare. Please do consider my response to John below, which summarizes events. Regards, Chris Whitaker (Managing Director)

1.00 /5

Unfortunately we received very poor service from Martin and co over the weekend. I stayed with my cousin who had a leak on Saturday. We had no heating or hot water. After several phone calls to them nothing was done. Their attitude on the phone was awful and they constantly lied about getting back to us. I definitely would not recommend them..

review by jennifer floyd

Reply from agent

Dear Jennifer, I understand that you are not a tenant or applicant of ours, but a friend of Liam Palfrey. Please do consider my response to Liam below, which summarizes events. Regards, Chris Whitaker (Managing Director)

1.00 /5

Worst letting agent who I have met. We were forced leaving the property 2 months before we wanted to move back to Hungary. After the tenancy they wanted us to pay for the damages what were done before we moved in. Dps helped us to get our money back.

review by Denes Csoka

Reply from agent

Dear Denes, We're obviously disappointed that you feel that we have let you down. Your property manager Mark was especially surprised by your review given the nature of the relationship that he shared with you and Laura when you lived at the property. There are a couple of issues that you raise and I know that our head of property management has tried on numerous occasions over the past week to call and email so that we are able to explain these to you... but with no success. You should understand that whilst we try our very hardest to support our tenants, we take instructions from our landlords and vendors. In this instance the landlord instructed us to market the property for sale. We understand that this is often a source of disappointment for tenants who are settled in their homes. We informed you of this in April this year. At the point that a sale was agreed in May this year we communicated this to you and outlined the implications for your tenancy. The sale completed in August. I understand that you requested to extend your tenancy beyond the point at which completion was scheduled to take place. We passed this information to the purchaser who informed us that they would not be willing to extend your tenancy. To be absolutely clear - as much as we empathise with your personal circumstances, this is not a decision that we were able to make or influence. In terms of our role in the deposit return process, we provide the landlord with a check-out report detailing the condition of the property once it has been vacated. This is compared with the condition of the property at the start of the tenancy as outlined within the inventory. The landlord provides us with direction on whether they wish to make any application for deductions against the security deposit. We do not make this decision nor do we gain financially in any way from applying to deduct money from a tenant's deposit. Once a landlord has provided us with their decision, our role is to negotiate any proposed deposit deduction with the outgoing tenant. If agreement cannot be reached, we submit the evidence that we hold to the DPS arbitration team that form a final view on the matter. Contrary to the detail contained within your review, the DPS determined that the landlord should retain some money from your deposit as the property was proven to be returned in a damaged and dirty condition. I hope that the detail outlined above provides some context to your frustration and that you can better understand our role in supporting you and in managing any tenancy. Kind Regards, Chris Whitaker Managing Director

1.00 /5

Never there to help you if there is a problem, always passes The buck. Never gets back to you when promised. And if they do it’s 10 minutes before they close. And still can’t do nothing, staff are rude when you tell them there is something wrong, and then put the phone down, very unprofessional beware guys they want your rent in time but don’t deliver if you need them to fix anything. Rude rude rude

review by John Beare

Martin & Co Plymouth

Martin & Co Plymouth

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