I’m writing to express our dissatisfaction with the experience we had renting a property through this agency. We had high expectations based on the listing of a fully furnished apartment, but upon moving in, we were met with several issues that were frustrating and disappointing. Firstly, during the signing of the rent agreement, we noticed that the contract clearly stated the rent was to be paid on the 24th of every month. However, when it came time for the rent payment, the agency insisted that the rent was due on the 1st of each month instead, which they sent emails to us accusing us that our rent was overdue. We immediately pointed out the discrepancy, showing them the signed contract, but instead of apologizing or offering a solution, they became evasive and started pushing back aggressively. Their attempt to alter the payment date was not only unprofessional but felt like an attempt to scam me into agreeing to unfavourable terms after the fact. They even tried to make me feel like the error was on my part for not noticing this change earlier. Despite the contract explicitly stating the 24th. Also, we nearly got scammed by this agency when they tried to overcharge us while making our initial payment, and at the end of our tenancy. In addition to this, the move in date was delayed due to some issues with the landlord and the agent, however, the house was advertised as “available now”. Our move in date was changed from the 09th, 11th to the 13th and finally to the 24th of October 2023. This resulted in cancelling our jobs to fit into the actual move in date. When we finally moved in, we found that the sofa provided on the day we moved in was bug-infested, there were no beds in the two rooms, just a dirty mattress. It was clearly not in a habitable condition. Additionally, the apartment was only equipped with a mattress, and not the full set of furniture that was promised in the listing. This was a major inconvenience and certainly not what was advertised. It took two weeks for your team to deliver the furniture, after going back and forth with Nancy Suri. This caused further disruption and discomfort during the initial period of my tenancy. We had to make last-minute adjustments to our plans, which added to our frustration. The thing which was brought to us as a sofa is one that can be turned into a bed. We made complaints several times regarding the type of furniture provided. We were advised to make a complaint to Jake Harley and which we did but received nothing tangible. “Unfortunately, the landlord is only responsible to supply the furniture you've requested - the condition/quality of the furniture is obviously something he has chosen to supply”, this was his response from the email he sent. If we were aware that was the kind of furniture in the property, we would not be renting. Despite our complaints about the issue and awaiting your response, the problem was not resolved. As a result, we experienced undue stress and discomfort, which severely affected our overall experience in the property. Given the circumstances, we believe it is only fair to request compensation for the inconvenience caused. We trust that you will recognize the validity of this request and provide an appropriate solution. At the end of our tenancy, the agency refused to refund our holding deposit, despite providing them with a receipt of a professional cleaning carried out before we left. Hazel Sims (Senior Property Manager) is the one insisting some deductions be made on our holding deposit. What a shame. We raised these issues with the agency at the end of our contract, though we got a response from Chloe Hoptroff who promised to investigate our complaints and gave us a feedback duration of 14 working days. Unfortunately, we have not received any feedback till today and that was on 13th Decmber 2024. I sent an email for a follow up but no repsonse was received. Please note that every statement made here is backed up with emails, text messages, and photo evidence.