The St Austell branch handled the sale of my partner's house recently. It was an incredibly complicated sale through no fault of Millerson but throughout they helped and guided us and chased everybody that needed chasing. Our thanks got to Tom, Jeremy and Val for their hard work, professionalism and humour when it was needed. Between us my partner and I have moved house over 40 times and we rate Millerson as the best estate agents we have ever worked with.
Highly recommended

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I'd like to share a wonderful experience we had with Emma during the purchase of our new home in St. Austell. Emma demonstrated a high level of professionalism from our initial meeting and continued to be approachable and accessible throughout the entire buying process. Her responsiveness to calls and emails was always prompt, and she took the time to address all of our inquiries. We're truly thankful for Emma's invaluable assistance and support. Thank you, Emma!

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I'd like to share a wonderful experience we had with Emma during the purchase of our new home in St. Austell. Emma demonstrated a high level of professionalism from our initial meeting and continued to be approachable and accessible throughout the entire buying process. Her responsiveness to calls and emails was always prompt, and she took the time to address all of our inquiries. We're truly thankful for Emma's invaluable assistance and support. Thank you, Emma!

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This was the worst experience our family has ever had with a property agency, having collectively rented over 15 different properties over a period of about 25 years. In the end, we were desperate to leave and put the whole horrible episode behind us.

As a brief summary - the agents we dealt with, but notably TOBY LAKE, were rude, arrogant, unprofessional, apathetic, sarcastic, nonchalant and so single-mindedly focussed on serving the Landlord as to be neglectful and harmful to us, as family tenants.

During our brief (6 month) tenancy at 2 Trungle Terrace, Paul, fourteen separate maintenance issues arose, including: a broken and unusable toilet seat, a broken shower head, a broken and barely working bathroom tap, a fridge which fell out of its cabinet each time it was opened, collapsing and poorly maintained garden furniture and a loose and leaking kitchen sink. We politely notified the agent about each of these in turn, thinking we were being helpful and proactive.

Instead, we were just ignored.

LUKE in maintenance initially 'forgot' to respond to us (citing that he was overly busy and our issues 'slipped his mind' for 4 weeks). TOBY became involved and replied that they weren't under any obligation to fix anything, adding that they ONLY act on behalf of the Landlord and upon their instructions, irrespective of the condition of the property and any maintenance issues.

Later, LEAH visited the property for the periodic inspection; she first commented on how well we were looking after it, said she was unaware of, but opposed to the treatment we'd received, then returned to the agency and still did NOTHING about the maintenance issues, leaving me, my partner and our young child to live in a house full of broken, leaking fixtures for a further 2 months.

We attempted to peaceably end our tenancy agreement a month early, citing the intolerable maintenance issues we were experiencing, in addition to things the landlady had promised and left unfulfilled (to leave a table and chair set for our use and to empty the garden shed to give us some room to put our things, for example). Millerson, in strict alliance with the landlady, rejected this. We attempted to negotiate, offering to leave the tenancy two weeks early. But this was ignored and instead, we were threatened with being in breach of contract, and bullied until we made our rental payments in full, whether we stayed until the end or not.

NOTHING was ever done to resolve a single one of the maintenance issues.

Finally, after the tenancy ended, the landlady, with Millerson's support, attempted to claim £275 from our deposit for an uncut piece of grass (which is about 1 x 12 square metre strip) and to trim a bush, Millerson threatening that if we don't accept the landlady's claim, it will go to arbitration and then it will take 12 weeks to get our deposit back, placing us under further financial strain.

Although the requests and rejections I mentioned above were clearly directed by the landlady, Millerson supported them throughout and never, for a moment offered a shred of empathy to us, as tenants. Just platitudes, delay tactics and sarcasm. When I put this to TOBY LAKE, his smug reply was Mark - we are not YOUR agents, we act only on behalf of the landlord.

All Millerson did during our 6 month tenancy was to act as an uncompromising and unsympathetic middle-person, between a family of tenants and a distant, controlling, uncompassionate landlord.

The whole experience was deeply distressing.

TOBY LAKE, LEAH BUZZA, RYAN NASH - I don't know whether your actions (and inactions) were due to a lack of training, or you are shackled by company policy, but ask yourself this:

Have I acted ethically? How does that sit with me? How would I feel if I was the tenant?

MILLERSON ST IVES - Dealing with your agency has affected and marred our family life for the last 6 months. Thank goodness we'll never have to have anything to do with you again.

PLEASE TRY TO DO BETTER IN FUTURE

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I thoroughly recommend the Helston Branch. Everyone was very helpful and friendly, despite my purchase being very lengthy due to my Purchaser's complex finances. They were so patient even though the purchase dragged on for months for which they were blameless. Gail was kind enough to bring the keys up to the property together with a welcome pack!A very experienced, professional team.Full markd!

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