Speedy enough but need to stop making promises

Alex and other staff at 2Move have been more than helpful in our moving process, from viewing to moving in within 3 weeks. However, the biggest pit fall is that they consistently say that they will do something and then they don't. The amount of times I head "I'll call you back" or "I'll bet him to call you back" and I didn't hear anything until the 5th or 6th time that I'd called and that to me is not acceptable. Also on picking up our keys Alex had arranged to meet me at the Strood office at 5:30. I turn up at 5:30 to find that he is "out on appointments" and I have to go through sales agents who can't answer my questions about the property - although this is not their fault. Also found faults in the property that were never mentioned to us when we were being shown the property or discussing it with the agent. If we had been aware we may not have continued with our approach of the property. Not a great experience but hoping for some improvement as the tenancy continues.