Dear Mr Reed, I am very sorry to read this especially so late after you completed on the purchase. With regards to additional information and guarantees this was a legal matter between your solicitor and the sellers’ legal representatives, sadly we have no capacity in providing legal documents and therefore we were unable to assist. I know Marc at the office did indeed try and get the points resolved but sadly had to revert you back via solicitors. The family confirmed to us and their solicitor that they did clear the house of their elderly parents’ possessions post exchange of contracts. I would be very keen to learn what furniture was left at the property as I believe when you spoke with Marc it was a stool that had been left by the family. The house was sold and contracts exchanged with "vacant possession" and clearly if this was not the case and you had to employ an additional removal firm having found additional furniture after your call to Marc in the office, then this should have been referred back to your solicitor as a breach of contract. You alerted us to an internal door between the garage and workshop that been locked. This door had never been locked while we were marketing the property and was always open throughout. We were never supplied with a key for this door. When we approached the sellers’ children, they too were unaware of the door being locked or indeed knew where any keys were for it. You did employ a locksmith and approached us to ask the sellers to cover the cost. This was done for you and you were updated after several non-responses, we confirmed that we had not heard anything and again reverted you back via your solicitor to try and get this cost covered. I am sorry that whilst we tried our very best to get the points above resolved our sellers were not willing to enter in to further dialogue. Should you wish to speak with me in more detail or indeed raise a formal complaint for internal investigation please don`t hesitate to contact me. Regards, Grant Letts Partner

Dear Mrs Cornthorpe, I am very sorry to read this review and have looked back to see how we have been in contact in the past and where we may have gone wrong. I cant find your details on any of our systems but would clearly like to address any issues for you. Please dont hesitate to contact me at the Weybridge office to discuss 01932 843322. Kind Regards, Grant Letts Partner

We are in the middle of a public health emergency. We must make sure that we do not present any unnecessary risks to our clients by conducting physical viewings in their homes, who we are not absolutely certain are in a position to go ahead with the pu…See more

Hi Antonietta, we're sorry to read your negative review. Our Walton Lettings team are one of the very best so we will look into this to see what happened. If you can DM us your phone number or email address we will ask the manager to contact you. Kind regards, Rachel

Dear Mr Bryan Further to your recent correspondence with our company, firstly please accept my sincere apologies for any undue stress and upset this situation has caused. Please be assured that the Landlord's withdrawal from the proposed tenancy was totally unforeseen on our part. We agreed your offer with the Landlord to move in on 1st December and under her instructions accepted it on her behalf and took your holding fee in good faith to start processing the paperwork. However, as discussed, she has accepted what she deemed to be a better offer through another agent and despite our efforts to dissuade her, she no longer wishes to proceed with your offer. Again I apologise as I realise this is very disappointing and I sympathise with the inconvenience this has caused you. However as discussed, this is completely beyond our control. Following receipt of your email at 17.58 yesterday confirming your bank details to process the refund of the £500 you paid to us, I can confirm that we forwarded these to our Accounts team straight away so that they could action as soon as they were open again this morning. They have processed the refund on our faster payment same day payment system and you should therefore now be in receipt of these monies. I hope that this resolves the matter satisfactorily and as before, we would be happy to assist in any way we can with your onward search. Again, I must stress that this matter has been entirely outside of our control and I feel that we have acted in good faith and professionally at all times. If you have any further queries or require any further assistance, please do not hesitate to contact me. Otherwise, I wish you all the best with your onward search and move. Fiona Fay Senior Lettings Manager Curchods Weybridge

If agent Kat is honest, she knows that our only requirement to enter was to paint the house, which was not done, it is true that we did not say anything trusting that it would be taken into account, because no, they took our money for painting walls ..…See more

Dear Elouisa I’m sorry to hear that you feel your experience has not been a positive one though I feel you are being a little unfair on us. I have looked into the matter in detail and would be happy to discuss in person with you should you wish. It is my aim to rectify any fault in the service we provide however I have identified the following: I believe we had discussed with you at the time of renting the property that our recommendation to the owner was that decoration works were required prior to your tenancy; this was not a condition of your offer but we advised the Landlord to do so. This was even more apparent when the previous Tenants vacated. Upon viewing the property for s second time, it appears that you were in agreement with this suggestion and pleased we had taken this measure on your behalf. Due to the timescales of your move, there was not adequate time between tenancies to have the works completed. The Landlord was provided with quotations from contractors but decided against using them. You kindly informed my colleague that you knew/worked with a decorator who we subsequently contacted and the Landlord instructed to carry out the works. I am sorry that you were not provided with the utility providers on the day that you moved in. This is strange as there should have been new/recent mail from the providers requesting your information as the new occupants. We did ask your Landlord immediately upon receiving your request who the providers were and they stated that they “did not know”. The previous Tenant had not been present for their check out and therefore the inventory clerk was not made aware either of the providers as we would have expected. As I have mentioned above, it is our intention to make sure you receive a high level of service and if we have fallen down on any part then I accept full responsibility. Please can you contact me directly to discuss the other points you mentioned have “not been done”. We have instructed everything you requested as a condition of your offer and the additional decoration works; therefore I’m unsure what else you refer to and would be keen to discuss the matter to see what can be done to rectify the situation for you. Peter Lessels Lettings Manager 01932 221 122

Dear Mrs Normand, I'm so sorry to hear you are unhappy with our service. I have looked into the tenancy history as we take health and safety very seriously. It looks like you had an issue with the mirror which we did get fixed for you. In terms of the deposit the costs are what your landlord asked us to put forward to you following an independent inventory clerk doing the checkout report. I can see from our notes on the system you rejected some of the deductions on the list and following our discussion with the landlord these costs were removed and the deposit was released. We do follow the TDS guidelines when negotiating deductions to deposits and I believe in this case you and the landlord did come to an agreement. Kind regards Lois Waters Head of Property Management