Frost, as COLD as their name. Viewed a property through Pooja Shah. Do not trust this lady at all. She showed us the property with 0 enthusiasm. It was as if she'd come to a funeral. Never gave out any paper work or her card. " She couldn't care less " kind of attitude. We liked the property and went ahead and put a deposit down. I asked her if they'd take the property off the market since we've put down a deposit down. Her response was that they wouldn't. The excuse given was that clients in the past have messed them around hence it will still be advertised. I said what if someone comes along with a better offer in the mean time? She responded that we would be given priority. This was a complete and utter lie. Credit checks came back perfect. We were sent a draft copy of the contract. I highlighted a few points which were over ruled. I didn't bother much and wanted to proceed. One of the points pointed out in the draft contract was, " no pets allowed ". I emailed Pooja and told her to remove this clause as the advert clearly says in BOLD letters " PETS WELCOMED ". Pooja asked if we were bringing along any pets. I told her we had a couple of parrots that were caged. She replied back stating that we did not mention this before so she will need to consult the landlord. I was quite content it would not make much difference since the add stated in clear bold letters " PETS WELCOMED ". I was completely shocked when I received the response. It said that the rent would increase by £100 a month and the deposit would go up from six weeks to eight weeks. This is for having a couple of caged parrots?? Imagine if we had a dog or a cat. The rent would probably double! To diffuse the situation I told Pooja we would not be bringing along any pets and want to proceed as normal. She stayed quiet for 3 days and did not respond back to my numerous emails. Just a week before our potential moving in date she told me that the landlords have decided to move back in themselves. I clearly knew this wasn't true so I contacted the other 2 agents advertising the same property to see what they had to say. I was told by Ashburns that the landlords are renovating the property. The property had been completely renovated as we had viewed it already through Frost. I approached the landlords and was told they had received a better offer of a years rental paid up in advance at £2400 per month. That's £28,800. I also found out that Pooja is managing 5 other properties for the same landlord. I called Pooja and asked her whether these new tenants were through Frost. She told me they weren't. I drove past the property two days later and noticed both Ashburn's and Romans rental boards were taken off. To my surprise Frost's board was the only one there and had the words " let agreed " under it. This clearly showed what Frost's reputation is and how reliable and professional they are. I am going to raise an official complaint and take the matter right up to the Ombudsman Service.