100% sales valuation accuracy
100% sales fee satisfaction
Jul 18,2014
Jul 18,2014
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To begin with, they sent a text message with the wrong address for the house viewing, and the agent which I was meeting there was called *, did not take his mobile with him and so he was out of contact. I waited for 20 mins outside the wrong property and decided to visit their office. **He eventually returned and did not apologise, he almost implied I was in the wrong for getting the wrong address. He did however agree to conduct the viewing anyway, but it was very quick as it was now 7pm and **He obviously wanted to go home even though I had left work especially to view this flat.
The flat was very nice and fitted my criteria perfectly so I decided to pay the holding deposit the next day, and that is when the real trouble started.
He** misled me on numerous occasions from telling me there was BT internet when there wasn't, I found that out myself when I tried to transfer my current contract into the property. They told me there has never been a BT connection and it would cost me ‚£130 to install it. He tried to pass off another properties EPC rating as the belonging to the apartment I was going to rent. The file was lableled incorrectly in his defence, but as soon as I opened the pdf I could see it had the wrong address. For the fees he is charging he could at least check if he is sending the right files. He sent me "an exact copy of the contract you will have to sign" but with double fees included in it, he claimed that this was an old contract from the previous tenants. But once again the lack of effort to check the correct numbers was missing. I imagine he would not have questioned why I could have sent double the agency fees. I understand that everyone makes mistakes, but two mistakes shame on you, and three mistakes with the same prospective tenant over a period of 3 days just shows blatant disregard.
After the third 'mistake' I decided to email him that he was misleading me and I would like the management fees of ‚£150 to be waved. No apology was given apart from denying that he was misleading me. In the same email, he offered to return my full holding deposit of ‚£300, even though it stated in the terms and conditions that you would lose the whole deposit if you pull out of the deal. His willingness to get rid of me as quick as he could, I think, points towards his guilt that he was trying to mislead me.
This offer was made twice, because the first time I said I wanted to proceed but excluding his fees. He replied that they would not wave the fees and the offer still stands. Obviously, because I liked the property a lot I did not want to lose it, but eventually common sense prevailed over that weekend that if I am being treated this badly before I have even signed the agreement then I do not know how I will be treated when I have. So I replied promptly Monday morning 9am. There was no reply, so I rang Tuesday morning at 9am and he was not in so I left a message with the receptionist, could he ring me as soon as he gets in. No phone call all day, I eventually rang at 6pm when I was leaving work, and he was not at his desk. Finally, Wednesday lunch time, **He does not ring me, but emails me saying he does not work on Mondays and does not come into the office on Tuesdays until 12pm. Still no apology for the appalling service. He did return all my money like he had offered.
Two weeks later, I am still without a place to live. In hindsight I should have just left when he did not answer his phone when I was unwittingly standing outside the wrong property for 20minutes. I have learnt from this experience that if the customer service is bad to begin with it won't improve and it is only a sign of what is to come. I am thankful that I received the full amount of my holding deposit. If you do like a property advertised by them, avoid **He at all costs. Otherwise do not deal with them.
The flat was very nice and fitted my criteria perfectly so I decided to pay the holding deposit the next day, and that is when the real trouble started.
He** misled me on numerous occasions from telling me there was BT internet when there wasn't, I found that out myself when I tried to transfer my current contract into the property. They told me there has never been a BT connection and it would cost me ‚£130 to install it. He tried to pass off another properties EPC rating as the belonging to the apartment I was going to rent. The file was lableled incorrectly in his defence, but as soon as I opened the pdf I could see it had the wrong address. For the fees he is charging he could at least check if he is sending the right files. He sent me "an exact copy of the contract you will have to sign" but with double fees included in it, he claimed that this was an old contract from the previous tenants. But once again the lack of effort to check the correct numbers was missing. I imagine he would not have questioned why I could have sent double the agency fees. I understand that everyone makes mistakes, but two mistakes shame on you, and three mistakes with the same prospective tenant over a period of 3 days just shows blatant disregard.
After the third 'mistake' I decided to email him that he was misleading me and I would like the management fees of ‚£150 to be waved. No apology was given apart from denying that he was misleading me. In the same email, he offered to return my full holding deposit of ‚£300, even though it stated in the terms and conditions that you would lose the whole deposit if you pull out of the deal. His willingness to get rid of me as quick as he could, I think, points towards his guilt that he was trying to mislead me.
This offer was made twice, because the first time I said I wanted to proceed but excluding his fees. He replied that they would not wave the fees and the offer still stands. Obviously, because I liked the property a lot I did not want to lose it, but eventually common sense prevailed over that weekend that if I am being treated this badly before I have even signed the agreement then I do not know how I will be treated when I have. So I replied promptly Monday morning 9am. There was no reply, so I rang Tuesday morning at 9am and he was not in so I left a message with the receptionist, could he ring me as soon as he gets in. No phone call all day, I eventually rang at 6pm when I was leaving work, and he was not at his desk. Finally, Wednesday lunch time, **He does not ring me, but emails me saying he does not work on Mondays and does not come into the office on Tuesdays until 12pm. Still no apology for the appalling service. He did return all my money like he had offered.
Two weeks later, I am still without a place to live. In hindsight I should have just left when he did not answer his phone when I was unwittingly standing outside the wrong property for 20minutes. I have learnt from this experience that if the customer service is bad to begin with it won't improve and it is only a sign of what is to come. I am thankful that I received the full amount of my holding deposit. If you do like a property advertised by them, avoid **He at all costs. Otherwise do not deal with them.
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1st Sep 2020
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11th Jun 2019
reviewed by 'Nicky'
11th Mar 2019
reviewed by 'Steve'
12th Feb 2019
reviewed by 'Patrick'
Opening Hours
Address
Petermans
63-65 Herne Hill
Herne Hill,London
Greater London
SE24 9NE
020 7733 5454
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 100% | 100% | £34,300 | £1,000,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 5 | 0 | 11 | 3 | 32 | 0 | 17 | 1 | 0 | 0 |
Areas covered
- SE24
- SE5
- SE22
- SE13
- SW2
- HA8
- HA7
- NW7
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Feb 25,2021
Feb 25,2021
0
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Peterman's were very professional and efficient throughout the whole property chain process during this very trying pandemic period.
Wendy and Amar were very reassuring, helpful and knowledgeable during the whole chain process and would recommend them to anyone deciding which agent to use....
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Sep 01,2020
Sep 01,2020
0
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No transparency. Awful customer services. Not to be trusted.
Unresponsive. Many better agents in the area. Avoid at all costs....
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Aug 06,2019
Aug 06,2019
0
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Amar and the team at Herne Hill have been truly outstanding. Even when confronted with repeated setbacks Amar remained patient, resourceful and effective. He was swift and diligent when responding to inquiries and in dealing with tricky buyers and unpredictable tenants. Petermans is a well-run, ...
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Jun 11,2019
Jun 11,2019
0
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Fabulous level of customer service that you tend to only get from a family business. They were proactive in moving along the sale as well as being helpful in ways that were beyond their remit....
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Comment on agent fees
Excellent value for money!
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Mar 11,2019
Mar 11,2019
0
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We had previously listed with another local estate agent who we felt tried to play too much of a game with our sale. We swapped to Petermans who immediately injected energy into our sale and were really professional from the outset.
Amar, supported by Wendy, ...
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Comment on agent fees
No issues with Cost
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Feb 12,2019
Feb 12,2019
0
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Having managed my property as a rental for nigh on 20 years, Wendy and the team moved into action to secure a quick sale after I decided to sell the property. The market is pretty flat but a buyer was found quickly at very near the ...
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Comment on agent fees
Extremely competative
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Feb 12, 2019
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Thank you Patrick for your kind comments, it has been a pleasure dealing with you over the years. From all the team here at Petermans we wish you good luck for the future. ...
Feb 05,2019
Feb 05,2019
0
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Wendy and Amar are a credit to their profession. Informative, proactive, gracious and always willing to help. They made the process of selling our property as stress free as possible and were very reassuring and supportive throughout.
We would not hesitate to recommend Petermans to ...
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Comment on agent fees
Reasonable
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Nov 28,2018
Nov 28,2018
0
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Amar has been incredibly proactive and helpful during this prolonged and difficult sale. I am so grateful to both Amar and Wendy for all their help. This is a company who go above and beyond in their efforts to help and accommodate a sale. I ...
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Comment on agent fees
very reasonable
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Nov 21,2018
Nov 21,2018
0
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We have always dreaded dealing with real estate agents until we met Rory. He knew exactly what we're looking for, and has never wasted our time showing us properties we wouldn't like.
He is honest and goes out of his way to help. When we ...
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Sep 29,2018
Sep 29,2018
0
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I bought a flat in Herne Hill through Amar at Petermans. Throughout i experienced a friendly, professional and personal approach. Amar and the wider team made sure I was kept in the loop at all times which made what can be a stressful time as ...
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Comment on agent fees
Very fair
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Sep 15,2018
Sep 15,2018
1
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The best agents I've worked with. Amar and Wendy went above and beyond to support my property purchase. They truly care about the effects they have on others and when solicitors were delaying processes, both were moving the sale forward in the background advocating in ...
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Sep 09,2018
Sep 09,2018
0
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Wendy and Amar not only did an excellent job of getting my flat on the market and selling it quickly, but they were also professional and really, really helpful on a personal level, answering my many questions about the process and the chain and giving ...
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Comment on agent fees
Good
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Jul 23,2018
Jul 23,2018
0
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I've used Petermans twice - once as a buyer and once as a seller. Really good service both times. Professional, friendly and quick to respond to any queries....
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Jul 20,2018
Jul 20,2018
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Both the rental and sales team were incredibly efficient. Wendy and her team were proactive when it came to some issues with the buyer's solicitor and helped the sale go through smoothly....
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Comment on agent fees
Average.
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Apr 10,2018
Apr 10,2018
0
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It was a pleasure to have Wendy as our lead on the sale of our family home. Not only did Wendy respond efficiently (as did all of the team) but she understood the personal challenges of letting go of somewhere we had been very happy ...
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Comment on agent fees
The fees were fair.
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Apr 06,2018
Apr 06,2018
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The quality of service and care from Petermans was exceptional. They work as a team which is unusual and very appealing since everyone knows what is happening at any given point. Their knowledge of the local area is excellent and their aim is to sell ...
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Comment on agent fees
Petermans were open to negotiating with us because we were only interested in selling if we bought a specific house through them.
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Apr 06, 2018
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Thank you Sophie for your kind words. Our aim is to provide a stress free and helpful service. I am so glad you were happy with us and extra happy that we managed to get your the house of your dreams! ...
Mar 26,2018
Mar 26,2018
0
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From the moment wet met Wendy and Amar, till the final hand over of our keys to the new buyers, we have been impressed with Petermans. The team have done a great job from organising the photographer and EPC ratings, getting a great listing, and ...
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Comment on agent fees
Very good
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Mar 05,2018
Mar 05,2018
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During the selling of the property we have good communication and feedback from Wendy and Amar at each point. They were not overly pushy but kept us up to date and advise on what needed to be carried out next....
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Feb 15,2018
Feb 15,2018
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From the initial viewing to moving in day we felt that Wendy and Amar were efficient and gave us the information we needed when they were asked. After looking for a property for a number of weeks following our own property going under offer, everything ...
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Comment on agent fees
N/A buyer
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“Professional and concise advice and information throughout the process. Responded ......”
Dec 19,2017
Dec 19,2017
0
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Professional and concise advice and information throughout the process. Responded to queries very efficiently and punctually and had great local knowledge....
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Comment on agent fees
Agreeable
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Dec 09,2017
Dec 09,2017
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We used Petermans for the sale of our flat and they were fantastic. They are local and know the area very well and have a good book of buyers, they were courteous, negotiated hard for my benefit with local buyers and ensured the process ran ...
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Comment on agent fees
Good
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Dec 07,2017
Dec 07,2017
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Overall, we are satisified with the service that has been provided, for both our Sale and the Purchase.
All staff we dealt with have been helpful, and answered queries in timely manner....
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Dec 05,2017
Dec 05,2017
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Melissa has been friendly and helpful throughout our buying process. She has been efficient when chasing solicitors and liaising with all parties involved. We were very happy with the service we received....
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Comment on agent fees
NA
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Nov 05,2017
Nov 05,2017
1
people found
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Peterman's handled the sale of my flat and the purchase of my new flat well. Their knowledge of the local market was sound, and they gave pragmatic advice based on this in terms of asking price/ strategy etc. Melissa was straightforward and pleasant to deal ...
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Comment on agent fees
Reasonable and comparative percentage for the area.
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Oct 27,2017
Oct 27,2017
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All the staff in the office were delightful. Though Melissa and Wendy were our main contacts. The sale was not as straightforward as we had thought and they could not have been more helpful. They were practical and helped us work out solutions. They were ...
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Oct 24,2017
Oct 24,2017
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Very thorough and professional service. Melissa showed a lot of patience in finding us the right place and guided us through the purchase process very well....
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Oct 18,2017
Oct 18,2017
1
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We were very pleased with the experience of selling our flat through Petermans. We found them professional and friendly, communication was always easy and prompt, and we felt very comfortable leaving keys with them to manage the viewings. Melissa, in particular, was very helpful and ...
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Comment on agent fees
Comparable with other local agents and definitely more than the online agents, but we were very pleased with the level of communication and professionalism of Petermans.
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Oct 18, 2017
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Hi Jo and Matt, thank you for your comments. As you know we always strive to give our vendors and our buyers a smooth and stress free sale. As you put, communication is key to this and I am glad you feel we achieved that level of service for you. ...
Oct 16,2017
Oct 16,2017
1
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Petermans handled the sale of my parents flat in Herne Hill and their service, and particularly that of Melissa Freitas, was exemplary. It was a very stressful time and luckily for me I had Melissa looking after my sale - always super-efficient, polite and positive, ...
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Comment on agent fees
Good
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Oct 16, 2017
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Hi Emma, thank you for your comments. It means a great deal to all of us that you had a good experience. The team here, especially Melissa are grateful for your kind comments. Its nice to know we are appreciated! Hope all goes well for you in the future. ...
Oct 11,2017
Oct 11,2017
1
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Really enjoyed renting with Petermans. Hugely professional and a very fair service. All the workers from the handyman to the plumbers and office workers were exceptionally nice. Someone has created a great culture and it has filtered down to the clients. Renting can be daunting ...
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Comment on agent fees
Fine.
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Oct 11,2017
Oct 11,2017
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We bought our 1st home through Petermans.
Melissa Freitas was the agent we communicated with and she was very professional and also helped us to view the property multiple times before the exchange of contracts. Melissa kept us updated on the progress, and was very ...
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Best Estate Agent in SE24 
Best Estate Agent in SE24 
