100% sales valuation accuracy
100% sales fee satisfaction
0% lettings valuation accuracy
33% lettings fee satisfaction
May 07,2024
May 07,2024
0
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I would strongly advise against using these estate agents.
We rented a property through their website however the landlord' was managing the property maintenance. The beginning of the process (receiving tenancy agreements etc) was fine, however the day we got our keys and moved in there was no gas or electric (bearing in mind it was November when we moved in), I phoned Masella Coupe and explained the situation, Paula (lettings) explained she would get in touch with the landlord, 5 hours later we are stood in the kitchen in the pitch black and freezing cold. Paula blamed the landlord and the landlord blamed the estate agents. We couldn't put away any of our belongings let alone make any food. The property was filthy, clearly hadn't been cleaned although they assured me it had. At 8pm we finally had gas and electric after numerous phone calls as no one could get hold of the landlord. We found this property listed on their website but they refused to accept any blame. 2 weeks later, we noticed the back bedroom wall and all living room walls were soaking wet, I phoned the landlord and explained, he tried to fob me off and installed two vents (which made the place utterly freezing) after weeks of complaining. Turns out it is rising damp. 1 month later I get an email (no telephone call) from Paula explaining that the landlord has decided to put the property on the market. I explained the issue with the rising damp, Paula assured me they had no idea. Then the sales team dropped that the landlord had re-assured them the damp would be sorted before we moved in! Total lie. I was then bombarded by emails and phone calls from them trying to arrange visits for the flat, whilst we were in the process of trying to find somewhere else to live. I explained to Nick (sales) I work from home and the nature of my job requires confidentiality. Needless to say he didn't appreciate that and proceeded to phone me and accuse me of making their job difficult and then hung up on me?
No apology or any compensation offered from Masella. AVOID
We rented a property through their website however the landlord' was managing the property maintenance. The beginning of the process (receiving tenancy agreements etc) was fine, however the day we got our keys and moved in there was no gas or electric (bearing in mind it was November when we moved in), I phoned Masella Coupe and explained the situation, Paula (lettings) explained she would get in touch with the landlord, 5 hours later we are stood in the kitchen in the pitch black and freezing cold. Paula blamed the landlord and the landlord blamed the estate agents. We couldn't put away any of our belongings let alone make any food. The property was filthy, clearly hadn't been cleaned although they assured me it had. At 8pm we finally had gas and electric after numerous phone calls as no one could get hold of the landlord. We found this property listed on their website but they refused to accept any blame. 2 weeks later, we noticed the back bedroom wall and all living room walls were soaking wet, I phoned the landlord and explained, he tried to fob me off and installed two vents (which made the place utterly freezing) after weeks of complaining. Turns out it is rising damp. 1 month later I get an email (no telephone call) from Paula explaining that the landlord has decided to put the property on the market. I explained the issue with the rising damp, Paula assured me they had no idea. Then the sales team dropped that the landlord had re-assured them the damp would be sorted before we moved in! Total lie. I was then bombarded by emails and phone calls from them trying to arrange visits for the flat, whilst we were in the process of trying to find somewhere else to live. I explained to Nick (sales) I work from home and the nature of my job requires confidentiality. Needless to say he didn't appreciate that and proceeded to phone me and accuse me of making their job difficult and then hung up on me?
No apology or any compensation offered from Masella. AVOID
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Latest Reviews
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reviewed by 'Rachael Fry'
6th May 2017
reviewed by 'Maria'
18th Apr 2014
reviewed by 'anotherhappytenant'
Opening Hours
Address
Masella Coupe Estate Agents
17 High Street
Godalming
Surrey
GU7 1AZ
01483 860363
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 100% | 100% | £640,000 | £640,000 |
| Lettings | 0% | 33% | £895 | £1,150 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 0 | 0 | 8 | 1 | 0 | 1 | 0 | 0 | 0 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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May 07,2024
May 07,2024
0
people found
this helpful
this helpful
I would strongly advise against using these estate agents.
We rented a property through their website however the landlord' was managing the property maintenance. The beginning of the process (receiving tenancy agreements etc) was fine, however the day we got our keys and moved in ...
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Sep 24,2022
Sep 24,2022
0
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We bought & sold through Masella Coupe & I can highly recommend Nick King if you are doing either. He kept us fully informed throughout the process, was professional & always friendly & kind in what can be a stressful situation. When we buy again, we will definitely use ...
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Aug 10,2022
Aug 10,2022
0
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Really helpful, really thorough, very professional. Thanks Nick and team. You helped us out enormously and couldn't have done more to help.
Many thanks
Emma and Andy...
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May 06,2017
May 06,2017
3
people found
this helpful
this helpful
Terrible letting team. First of all they sent our contract to the flat we wanted to rent (you see the logic? I don't). Then they are very slow to respond to the emails, when they do. We waited more than a year to have a ...
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Comment on agent fees
As I said priviously, ridiculous.
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Nov 17,2016
Nov 17,2016
5
people found
this helpful
this helpful
Dreadful lettings service. Charge extortionate fees which they do not make available nor provide an explanation about how they are calculated even when requested (watch out for the £210 check out fee charged to tenants which they like to surprise you with once you have vacated ...
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Comment on agent fees
Disproportionately high, hidden and unclear, would recommend asking for them upfront including any check out fees/end of tenancy fees.
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Apr 18,2014
Apr 18,2014
5
people found
this helpful
this helpful
Seriously don't use this agent...and oh dear poor you if you have and it is managed by this individual.
The rest of them (despite a few being related to the owner) seem to be ok but this one has a complete lack of competence....
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What agent could do to change your mind?
Given me back at least part of the three deposits I have given them, repaired houses when asked, not left me without heating or hot water or an oven for two years running at xmas, not expected me to come up with moving costs when they moved me out a house under the pretence it had been sold (only to find out is now rented by 4 tenants paying double the rent I was, poor blokes). not charged extorsionate fees, dropped the curb to my previous residence like was meant to be done before I moved in (I have now moved out and its still not done despite being paid for by my landlord and despite me paying extra rent for them to agree this) Theres an awful lot this agent could have done over the years and as a reliable tenant of 5 years I can honestly say i would never recommend them to anybody.Attached Filesnbsp;
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Jul 31,2013
Jul 31,2013
6
people found
this helpful
this helpful
Very poor service & marketing. Rented a property through them and the highlights were:
- Windows had large gaps around the edges and let in drafts
- Woefully inadequate and inefficient old heating system
- Extremely noisy neighbours (we had asked in advance and were told ...
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Jul 12,2013
Jul 12,2013
6
people found
this helpful
this helpful
Awful agent. Please save yourself a lot of hassle and stay away!! They lied to us about the landlord, property . First day we had a GAS LEAK! Boiler doesn't comply with safety regulations - water leaking our of kitchen roof! Locks on house broken couldn't ...
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Jun 24,2013
Jun 24,2013
8
people found
this helpful
this helpful
If I was to describe this agency in less than 5 words, it would be - extremely incompetent and deceitful. Masella Coupe have lied to us and the landlord (who we get on well with) on numerous occasions and did not hesitate to enter our house ...
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Feb 12,2013
Feb 12,2013
7
people found
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Appalling customer service. Avoid this Estate Agent at all costs !
5 weeks to fix the main property heater over Dec 2012/ Jan 2013. The heater was not in working order despite that being a contractual obligation. Resulted in living in cold damp conditions with mold developing on the ...
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No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
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