I have endured the unwanted displeasure of having my rental tenancy managed by Martin & Co Solihull after I initially signed for my tenancy with a different agency, Hallway Lettings, which was sold to Martin & Co. during my time in my property. I had no problems whatsoever with the previous agent; the absorption by Martin & Co. however, was disastrous, not helped by the fact that this coincided with me handing in my notice to end the tenancy.1. I requested, as is my right, to be present for the check-out process; I was informed that, even when Covid wasn't an issue, that the tenant's presence at check-in and check-out wasn't "standard practice" and that they don't allow it - I have this email saved. This alone rang a significant set of alarm bells - every agency I've ever rented with has offered to allow the tenant to be present at the check-out, as well as being a recommendation by HomeLet, the leading tenant's insurance company - to quote them: "Your landlord is obliged to give you the opportunity to be present at the checkout stage of your tenancy, and it’s strongly recommended that you do attend." This quote is available on the HomeLet website. This right and request was disregarded, and the check-out report was completed in my absence - and they emailed me to say that, not only that, they intended to withhold the date they would complete the check-out report until after it had been completed, one assumes to prevent my attendance. Moreover, even had they suggested an alternative method of attendance, to allow for Covid compliance such as a Zoom/Facetime tour with the investigator, I would have been satisfied - this wasn't even entertained.2. The check-out was completed the day after I handed the keys in, which was the agreed key hand-in day as stipulated by the agency on issuance of the notice; the check-out report was completed in my absence the following day. I had to contact them repeatedly with regard to the check-out report from this point - an unanswered email, five phone calls which weren't responded to, and four phone calls in which I was able discuss the issuance of the check-out report and to ask about intended deductions - over the course of two weeks. I finally received a copy of the report, without any written indication of any deposit deductions to take place, after 12 working days.3. This may seem acceptable, but my contract has a stipulation that this has to be completed within 10 working days. I literally worked on their behalf to chase this and ensure that everything was completed within the acceptable time frame. When I raised this with Martin & Co., I was told numerous times that they have 30 days to complete this and that it didn't sound right as that wasn't standard practice either. They seemed happy to brush me off with each phone call with this reason and I had to remind them that standard practice isn't the point - my contractual terms are.They didn't actually have any understanding of my contractual terms, suggesting that they bought an agency and didn't think to review the tenancy agreements they had inherited. I was called afterwards letting me know that they would enter negotiations with the landlord to release my deposit in full, as if they were doing me a favour rather than being in breach of contract, and then again after that saying that they'd had to "negotiate with the landlord" to get them to agree to release this - I have this as a saved voicemail - again, in some attempt to make me feel like they'd done me a favour, not failed miserably to inform the landlord of my contract terms and to issue notification of intended deductions within the agreed window.All in all, Martin & Co. have proven to be slow, incompetent and - most worryingly - users of obfuscation in order to prevent tenants exercising their rights. I didn't choose this agency and I wouldn't ever have chosen to - it is why I originally went with the smaller agency down the road. I cannot stress this enough - avoid them like the plague. Everything stated above is factually correct and my personal experience.