80% sales valuation accuracy
95% sales fee satisfaction
93% lettings valuation accuracy
84% lettings fee satisfaction
Mar 18,2015
Mar 18,2015
5
people found
this helpful
this helpful
When first shown the house, we walked through with Craig and as we were shown the house we clearly asked if it would be professionally cleaned, to which he said yes. We also asked in the washing machine upstairs was a washer/dryer, to which he said yes.
We then moved in on Saturday 14th, and were told by the check in person that the house had only been domestically cleaned and the carpets shampooed and not cleaned professionally. Which is the complete opposite of what we were told by Craig when viewing the house. Considering the former tenant had a dog, and the house quite CLEARLY smelt of wet dog, it is incredible that it was not professionally cleaned. I am allergic to dogs, and have been experiencing several symptoms after only spending 36 hours at the house.
Furthermore, the washing machine we later discovered was NOT a washer/dryer, which again was not what we were told originally.
When viewing the house we noticed mold on the En Suite bathroom's ceiling, which we asked to get cleaned and painted over. It was not been cleaned, it was clearly just painted over and the mould is now growing again, and we've been in the property 3 days!
To continue, the garden is absolutely littered with dog feaces and the grass is 100% stained. We told Candice, who I know is not a Guildford agent, and she told us 'why can't you pick it up yourselves'? Is this an appropriate remark considering the overall situation I've outlined? Absolutely not. In the garden, the stone slabs out on the patio are all scratched and horrendously marked, again by the previous tenants dog and as if that was not bad enough there is dog hair down the kitchen sink, and we have continued to find it everywhere.
I'm sure you can more than understand how ridiculously unacceptable this WHOLE situation is, both the Townends employees and the overall state of the house. Considering we paid a substantial amount of money, this is NOT a situation ANY tenant should have to endure when moving into a new home.
We NEED all these issues resolved, and have asked for several call backs from Craig regarding the cleaning, the washing machine and Candice with the garden, and have heard nothing back but clearly just being ignored. I understand we are young professionals, but at the moment it feels that because we may be considered 'young', we are some sort of disadvantage and not treated as professional working adults. I am beyond horrified, and disgusted at this whole matter, and it is a crying shame as our past experience with Townends was fine when living at our old house which was a Townends let property.
We then moved in on Saturday 14th, and were told by the check in person that the house had only been domestically cleaned and the carpets shampooed and not cleaned professionally. Which is the complete opposite of what we were told by Craig when viewing the house. Considering the former tenant had a dog, and the house quite CLEARLY smelt of wet dog, it is incredible that it was not professionally cleaned. I am allergic to dogs, and have been experiencing several symptoms after only spending 36 hours at the house.
Furthermore, the washing machine we later discovered was NOT a washer/dryer, which again was not what we were told originally.
When viewing the house we noticed mold on the En Suite bathroom's ceiling, which we asked to get cleaned and painted over. It was not been cleaned, it was clearly just painted over and the mould is now growing again, and we've been in the property 3 days!
To continue, the garden is absolutely littered with dog feaces and the grass is 100% stained. We told Candice, who I know is not a Guildford agent, and she told us 'why can't you pick it up yourselves'? Is this an appropriate remark considering the overall situation I've outlined? Absolutely not. In the garden, the stone slabs out on the patio are all scratched and horrendously marked, again by the previous tenants dog and as if that was not bad enough there is dog hair down the kitchen sink, and we have continued to find it everywhere.
I'm sure you can more than understand how ridiculously unacceptable this WHOLE situation is, both the Townends employees and the overall state of the house. Considering we paid a substantial amount of money, this is NOT a situation ANY tenant should have to endure when moving into a new home.
We NEED all these issues resolved, and have asked for several call backs from Craig regarding the cleaning, the washing machine and Candice with the garden, and have heard nothing back but clearly just being ignored. I understand we are young professionals, but at the moment it feels that because we may be considered 'young', we are some sort of disadvantage and not treated as professional working adults. I am beyond horrified, and disgusted at this whole matter, and it is a crying shame as our past experience with Townends was fine when living at our old house which was a Townends let property.
Was this helpful?
Yes
Yes
Mar 18, 2015
Thank you for your feedback, all of which is extremely valuable. I understand you have now had communication with our Regional Director and any outstanding issues are in the process of being resolved.
Agent Response / Add a Comment
You can use this form to reply to the above review or a displayed comment on the above review.
Browse popular links for estate agents, letting agents and properties nearby
Latest Reviews
12th Aug 2020
reviewed by 'Unknown'
6th Mar 2020
reviewed by 'Lene'
9th Dec 2017
reviewed by 'Szidonia'
15th Nov 2017
reviewed by 'Topgeear'
Opening Hours
Address
Stirling Ackroyd
3-5 Epsom Road
Guildford
Surrey
GU1 3JT
01483 300 700 / 01483 505 535
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 80% | 95% | £34,500 | £718,000 |
| Lettings | 93% | 84% | £480 | £3,750 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 98 | 6 | 121 | 17 | 57 | 5 | 40 | 1 | 7 | 5 |
Areas covered
- GU1
- Central Guildford and the surrounding villages
- GU2
- GU3
- GU4
- GU5
- GU6
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
Advertise on
Members of
Rankings
Overall
Overall
Latest Properties
No Properties
Aug 12,2020
Aug 12,2020
0
people found
this helpful
this helpful
I would give them minus stars if I could. Awful, utterly mind baffled at how anyone would use them. They have given nothing but grief to me since I’ve been renting with them. They want to take 0 responsibilities for anything to do with the ...
read full review
read full review
Was this helpful?
Yes
Yes
Aug 13, 2020
View all comments
(1)
Thank you for taking the time to post a review. I regret to hear you were disappointed with the service you received. I would like to assure you that your feedback is important to us and in consideration of this I hope you contact me using [email protected] so we can understand better what may have gone wrong. I look forward to hearing from you, regards - Amber ...
Mar 06,2020
Mar 06,2020
0
people found
this helpful
this helpful
Has been renting through Townsend for couple of years to start with they were good.. However now coming to move out we have seen a very different side to them..... They are rude, inconsiderate, making moving which is already stressful even more stressful by demanding ...
read full review
read full review
Was this helpful?
Yes
Yes
Jan 17,2018
Jan 17,2018
0
people found
this helpful
this helpful
I recently sold my property through Townends, Guildford.
I've not had the best of experiences with estate agents, but felt compelled to write a review and thank you, for the service i received from them, especially from Lee Glome, who is an asset to them.
...
read full review
read full review
Was this helpful?
Yes
Yes
Dec 18,2017
Dec 18,2017
0
people found
this helpful
this helpful
Brilliant information and understanding towards what I need to rent. She had a great knowledge of the surrounding area which really helped towards matching my needs as a working professional. thanks for the help!...
read full review
read full review
Comment on agent fees
Reasonable.
Was this helpful?
Yes
Yes
Dec 09,2017
Dec 09,2017
0
people found
this helpful
this helpful
Although we had very little chance to get the house as sharers (we already have been rejected by the landlord as he wanted the property to be let to a family),Rafael has gone the extra mile and managed to nagotiate an offer that none ...
read full review
read full review
Comment on agent fees
Higher than the average but probably worth it.
Was this helpful?
Yes
Yes
Nov 15,2017
Nov 15,2017
0
people found
this helpful
this helpful
We bought and sold through Townends
When we bought Arthur was very accommodating regarding viewings and kept us updated all the way though the process, it was a pleasure dealing with him.
When we sold Gina was extremely professional and proposed an excellent marketing plan, ...
read full review
read full review
Comment on agent fees
We felt that the fees were very reasonable.
Was this helpful?
Yes
Yes
Oct 18,2017
Oct 18,2017
3
people found
this helpful
this helpful
Firstly, they put a terrible tenant in our property. A fixed two year tenancy with no break clause (my fault for not picking that up but I have never had a tenancy with no 6 month break clause). We end up having to hire a solicitor ...
read full review
read full review
Was this helpful?
Yes
Yes
Aug 06,2017
Aug 06,2017
0
people found
this helpful
this helpful
Arthur kept me well informed of all the stages of the sale of my property. He was charming and polite and very understanding. In short he made the deal happen. Thank you Arthur. Five stars for you....
read full review
read full review
Comment on agent fees
fair
Was this helpful?
Yes
Yes
Aug 03,2017
Aug 03,2017
0
people found
this helpful
this helpful
Arthur is a true professional who kept in constant phone/email contact with us when he sold our property recently. He is professional, polite, helpful and always responded to our questions in a timely manner and in our opinion went way and above the expectations ...
read full review
read full review
Comment on agent fees
Good
Was this helpful?
Yes
Yes
Aug 03,2017
Aug 03,2017
0
people found
this helpful
this helpful
Arthur is a very professional and pleasant consultant, he always took time to explain all our questions and ensured we were never worried....
read full review
read full review
Comment on agent fees
Good
Was this helpful?
Yes
Yes
Jul 25,2017
Jul 25,2017
0
people found
this helpful
this helpful
She is the best...stretched long hours to show us good properties. Full of energy, very polite and friendly. Amazing person !...
read full review
read full review
Was this helpful?
Yes
Yes
Jul 11,2017
Jul 11,2017
0
people found
this helpful
this helpful
The perfect balance of professionalism and honesty, after 7 months of disappointment, this was the first time I felt confident with the competency of the agents, from start to finish....
read full review
read full review
Comment on agent fees
Reasonable
Was this helpful?
Yes
Yes
Jun 08,2017
Jun 08,2017
1
people found
this helpful
this helpful
I have just moved out of my parents house into the big wide world for the first time and Ellie made the whole process a walk in the park. So so helpful, really quick coming back to me at all times and happy to answer ...
read full review
read full review
Was this helpful?
Yes
Yes
Jun 01,2017
Jun 01,2017
0
people found
this helpful
this helpful
Both agents were really friendly and informative about all the properties we viewed making finding our perfeft home a quick, easy, relaxing and enjoyable experience....
read full review
read full review
Comment on agent fees
Good
Was this helpful?
Yes
Yes
May 30,2017
May 30,2017
0
people found
this helpful
this helpful
Anisa was a great help, she was friendly and the customer service was great! I called numerous times after for various enquiries and she was always very helpful....
read full review
read full review
Was this helpful?
Yes
Yes
May 23,2017
May 23,2017
0
people found
this helpful
this helpful
Generally a great service recd as buyers of a property sold through townsend. The only down we had was that we had to wait to get a response and chase a fair bit at the beginning when we had offered. Appreciate this may have been ...
read full review
read full review
Comment on agent fees
NA
Was this helpful?
Yes
Yes
May 04,2017
May 04,2017
0
people found
this helpful
this helpful
Arthur was very helpful throughout the whole selling process. Even when we should have been consulting with other professionals like our solicitor Arthur would always help with any questions I had. I would recommend Arthur and townends to anyone else that I know that is ...
read full review
read full review
Comment on agent fees
Agent fees were really good and the offer of ‚£1000 off made it even better.
Was this helpful?
Yes
Yes
Apr 22,2017
Apr 22,2017
0
people found
this helpful
this helpful
Very helpful, swift feedback after viewings. Arthur and Richard always responded to my calls - excellent service, polite, friendly and hardworking....
read full review
read full review
Comment on agent fees
Fairly good
Was this helpful?
Yes
Yes
Mar 24,2017
Mar 24,2017
0
people found
this helpful
this helpful
Arthur was great throughout the process of my purchase! Always had the answers to my questions and happy to help. Would certainly recommend Townends to anyone looking to use an agent in Aldershot....
read full review
read full review
Comment on agent fees
Good
Was this helpful?
Yes
Yes
Mar 24,2017
Mar 24,2017
0
people found
this helpful
this helpful
I bought my house through Townends last year and the whole experience was brilliant. Really helpful team who were always willing to help me with any questions I had....
read full review
read full review
Was this helpful?
Yes
Yes
Mar 22,2017
Mar 22,2017
0
people found
this helpful
this helpful
We have engaged Townends Letting service in Guildford for the last 3 years and have the opportunity to liaise closely with Kathleen on our most recent new tenancy search. She has been very pro-active and helpful. We are very pleased with the service she has provided....
read full review
read full review
Was this helpful?
Yes
Yes
Mar 17,2017
Mar 17,2017
3
people found
this helpful
this helpful
Townends have managed my property for the last 3 and a half years and I couldn't be happier to finally be getting rid of them.
Firstly the few positives:
- Their Guildford office staff were always polite, helpful and usually got back to me fairly promptly (...
read full review
read full review
Comment on agent fees
The actual fees from Townends seemed fairly standard, but the quotes their maintenance company provided were expensive.
Was this helpful?
Yes
Yes
Mar 06,2017
Mar 06,2017
0
people found
this helpful
this helpful
On my first visit to Townends I met with Joanna who immediately understood my requirements for a white space to show my art collections and classic furniture.
Joanna suggested a suitable property and we visited it the next day - it was perfect.
I agreed ...
read full review
read full review
Comment on agent fees
good
Was this helpful?
Yes
Yes
Feb 28,2017
Feb 28,2017
0
people found
this helpful
this helpful
From the moment we met Jo she came across as friendly but professional. Her knowledge of the letting market was excellent. She let our flat within days. Returned any of our calls promptly and dealt with the whole letting terribly efficiently.
We would definitely recommend ...
read full review
read full review
Comment on agent fees
Seemed fair but an awful lot of add ons !
Was this helpful?
Yes
Yes
Feb 28,2017
Feb 28,2017
0
people found
this helpful
this helpful
Kathleen has been extremely helpful & has always gone out of her way to help me with search. Polite, friendly & professional...
read full review
read full review
Comment on agent fees
Competitive
Was this helpful?
Yes
Yes
Feb 20,2017
Feb 20,2017
0
people found
this helpful
this helpful
Staff member No 1 has good customer relations and communication skills. Good follow up and takes time to learn customer likes and dislikes....
read full review
read full review
Comment on agent fees
Good
Was this helpful?
Yes
Yes
Feb 18,2017
Feb 18,2017
0
people found
this helpful
this helpful
Townends were fantastic in moving my purchase forward quickly and were always there to answer my queries quickly and professionally. We were able to complete within 6 weeks of making an offer. I would definitely recommend the Guildford office....
read full review
read full review
Comment on agent fees
I was the purchaser
Was this helpful?
Yes
Yes
Feb 14,2017
Feb 14,2017
0
people found
this helpful
this helpful
Kathleen has been a massive help. My partner and I made an offer on a plave that fell throught. However she managed to get the fees down in order for us to afford it.
Despite this, Kathleen did everything she could and has always been ...
read full review
read full review
Comment on agent fees
High but negotiable
Was this helpful?
Yes
Yes
Feb 03,2017
Feb 03,2017
0
people found
this helpful
this helpful
Kathleen was very helpful and pushed to get our flat in such a short time frame which was really helpful....
read full review
read full review
Comment on agent fees
very good, she reduced them for us.
Was this helpful?
Yes
Yes
Jan 26,2017
Jan 26,2017
0
people found
this helpful
this helpful
During my time letting with Townends, Kathleen has given me the upmost best customer service i have ever recieved. Aware of the high letting fees, she did everything she could to lower these and tailor the property to our best affordable move in date. In ...
read full review
read full review
Comment on agent fees
High but negotiable
Was this helpful?
Yes
Yes
Vendor Fees
No fees set.Landlord Fees
No fees set.Tenant Fees
No fees set. Last updated at 17/03/2023, 6:04 PM by Ellie WyattComplaints Procedure
No procedure set.
Last updated at 5:04 PM 17/03/2023 by Ellie Wyatt
Best Letting Agent in GU1 
