Dear Mrs Taylor Thank you for your review of Google it is always good to get feedback whether it is positive or negative. I am sorry that you feel we are a "money over people type of agency" but I do not believe this to be true. We do have an emergency number for tenants that call the office out of hours so they can be connected to a member of staff straight away. Unfortunately your daughter did not call this number, if she had we would have been able to deal with the issue the same day and avoided her any stress. With regard to any deductions from her deposit we are very clear with all tenants what is expected when they return a property and we offer them a pre-check inspection so we can give them advise on what is required for them to return the property and receive their full deposit back, your daughter cancelled this meeting that was offered to her. I would like to wish you and your daughter a Happy New Year and a healthy 2021.