47% sales valuation accuracy
43% sales fee satisfaction
100% lettings valuation accuracy
65% lettings fee satisfaction
Mar 29,2017
Mar 29,2017
6
people found
this helpful
this helpful
I'm not really one for writing reviews regardless of how good or bad treatment was but the way I was treated on a personal level by this company is frankly despicable. The following took place September, 2016.
i called up and enquired about an apartment, all was fine. I was put through to *Liz* the manager, we went through some details and then I asked about payment of rent as I'm used to paying in full (6 months worth of rent in one lump sum), due to me being self employed and having various streams of income. I was told this would not be possible without an accountant authorising and stating where such a copious amount of money was coming from, was told this was due to a money laundering regulation but have never had this issue before so assumed it was just how this company worked. Towards the end of the phone call, I asked why their company has this in place and told her I'd never had an issue before, she seemed to take this as me 'having a go', I was told in rather rude tone that, 'that's just how it is. I don't know how things have previously worked with you but this is the way we work, will that be alright with you?' Of course I agreed and apologised, saying I didn't mean to come across as rude I was simply asking. This made me feel uncomfortable of course but I just let it go as I was more concerned and looking forward to moving into my new apartment.
I paid all of the required fees (referencing etc), and declared details such as my income. I'd agreed that my accountant could be contacted by the referencing agency to confirm my income. The referencing company called me the next day and asked if they could have my accountant declare my income to them, I was confused as id already allowed this and passed along details, they informed me that wildheart had specifically requested I show my self assessment sheet, which I dont have nor deal with due to me having an accountant, I told them this and they were quite sympathetic, they said they'll put my checks on hold until I sort it out with Wildheart and to call them back before the end of the day. I called the estate agent where I was put through to Liz, and explained everything and asked why she would request my self assessment form when I have my accountant deal with my income and that I thought we had agreed my accountant would be involved in order to vouch that the money that will be used to pay rent is indeed legal and obtained from my work, this is where it gets disgusting and although this took place a few months ago, I'm still disgusted with the way I was treated. I was told by her, 'Let's be honest you're not being truthful about your income, saying you earn £* when you clearly don't, do you. Why would you lie on a referencing?' I was in complete shock and I was frankly lost for words, I told her I could pass her along to my accountant within the next hour and he could speak to her or email a copy of my accounts and it wouldn't be a problem, she replied 'no you know what, I'm cancelling it, I don't like you and I don't think you'd make a good tenant and that's that'.
Now I just want to note that this level of customer service is unbelievable and completely shocked me, I had no idea why I was being treated in the manner I was. I had the Sky team booked to come to the apartment on the moving day and install the Wifi and TV, I had my things boxed up, I had moving van booked and I was genuinely looking forward to moving in and Liz cancelled everything 5 DAYS before I was due to move in. To this day I'm still confused and quite frankly hurt by the way I was treated by this company. I felt embarrassed and upset having to call Sky, the moving team, etc and cancel them because this woman had, for no good reason, cancelled my move in.
Would just like to add, I know how difficult working with the public can be and I'm also mindful that people have bad days. I see it with the people I employ on a daily basis, but this woman was foul, belligerent and snarky each time I spoke to her. Not an ounce of professionalism in this company whatsoever. I'd avoid at all costs.
****Tried to approcach the owner of the company to make a formal complaint about Liz and the way I was treated but no reply.
i called up and enquired about an apartment, all was fine. I was put through to *Liz* the manager, we went through some details and then I asked about payment of rent as I'm used to paying in full (6 months worth of rent in one lump sum), due to me being self employed and having various streams of income. I was told this would not be possible without an accountant authorising and stating where such a copious amount of money was coming from, was told this was due to a money laundering regulation but have never had this issue before so assumed it was just how this company worked. Towards the end of the phone call, I asked why their company has this in place and told her I'd never had an issue before, she seemed to take this as me 'having a go', I was told in rather rude tone that, 'that's just how it is. I don't know how things have previously worked with you but this is the way we work, will that be alright with you?' Of course I agreed and apologised, saying I didn't mean to come across as rude I was simply asking. This made me feel uncomfortable of course but I just let it go as I was more concerned and looking forward to moving into my new apartment.
I paid all of the required fees (referencing etc), and declared details such as my income. I'd agreed that my accountant could be contacted by the referencing agency to confirm my income. The referencing company called me the next day and asked if they could have my accountant declare my income to them, I was confused as id already allowed this and passed along details, they informed me that wildheart had specifically requested I show my self assessment sheet, which I dont have nor deal with due to me having an accountant, I told them this and they were quite sympathetic, they said they'll put my checks on hold until I sort it out with Wildheart and to call them back before the end of the day. I called the estate agent where I was put through to Liz, and explained everything and asked why she would request my self assessment form when I have my accountant deal with my income and that I thought we had agreed my accountant would be involved in order to vouch that the money that will be used to pay rent is indeed legal and obtained from my work, this is where it gets disgusting and although this took place a few months ago, I'm still disgusted with the way I was treated. I was told by her, 'Let's be honest you're not being truthful about your income, saying you earn £* when you clearly don't, do you. Why would you lie on a referencing?' I was in complete shock and I was frankly lost for words, I told her I could pass her along to my accountant within the next hour and he could speak to her or email a copy of my accounts and it wouldn't be a problem, she replied 'no you know what, I'm cancelling it, I don't like you and I don't think you'd make a good tenant and that's that'.
Now I just want to note that this level of customer service is unbelievable and completely shocked me, I had no idea why I was being treated in the manner I was. I had the Sky team booked to come to the apartment on the moving day and install the Wifi and TV, I had my things boxed up, I had moving van booked and I was genuinely looking forward to moving in and Liz cancelled everything 5 DAYS before I was due to move in. To this day I'm still confused and quite frankly hurt by the way I was treated by this company. I felt embarrassed and upset having to call Sky, the moving team, etc and cancel them because this woman had, for no good reason, cancelled my move in.
Would just like to add, I know how difficult working with the public can be and I'm also mindful that people have bad days. I see it with the people I employ on a daily basis, but this woman was foul, belligerent and snarky each time I spoke to her. Not an ounce of professionalism in this company whatsoever. I'd avoid at all costs.
****Tried to approcach the owner of the company to make a formal complaint about Liz and the way I was treated but no reply.
Comment on agent fees
Unknown
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Apr 07, 2017
Hi SylviaI am the Operations Manager at Wildheart and would like to address the issues you have raised as soon as possible. Please contact me at your earliest convenience at - [email protected]
Many thanks
Sophie
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Opening Hours
Address
Wildheart
2 High Street
Epsom
Surrey
KT17 1SJ
0208 786 7777
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 47% | 43% | £0 | £0 |
| Lettings | 100% | 65% | £575 | £1,500 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 1 | 0 | 5 | 10 | 0 | 0 | 0 | 0 | 2 | 6 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Apr 13,2024
Apr 13,2024
0
people found
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I am in Lincolnshire and for almost 6 months the security gate has not been working. It had been reported by myself and a neighbour and I also send an email to Wildheart weekly about it. But still no joy. The main thing about this is ...
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Jan 08,2023
Jan 08,2023
5
people found
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this helpful
Never use this Company. They hide behind the law, cannot answer simple questions, they are obsessed with money, doubled the service charge in a short space of time, allowed the building to deteriorate, charge extortionate fees for a very poor service....
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Aug 12,2022
Aug 12,2022
0
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I arranged with the office in Nottingham for a new fob to the apartment block and Mollie and Becki were very helpful and friendly. They also helped answer some general questions I had....
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Feb 11,2022
Feb 11,2022
0
people found
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Got in contact with them 5 times as were interested in a property and each time they failed to ever do what they were supposed to do. Whether that was failing to send the confirmation email or get in contact with us when they said they ...
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Oct 05,2021
Oct 05,2021
5
people found
this helpful
this helpful
The worst letting agency out there. They constantly ignore calls. Bev who is head of buildings literally couldn't care and *who works under her has more breaks than a Kit Kat.
There's literally no one you can speak to deal with any problems.
It's clearly ...
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Jan 23,2021
Jan 23,2021
0
people found
this helpful
this helpful
I rented brand new apartment in Rugby through Wildheart ( 4 years ). Alice is the Best agent I ever had. Moreover I had contact with Talia, Martina and Liz. They are really kind and helpful as well.
Quick response and proffesional attitude. Highly recomended....
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Feb 25,2020
Feb 25,2020
3
people found
this helpful
this helpful
Major ongoing issues with the roof since 2017. Reported and reported and was told repairs would be made.
February 2020 water started to physically breach my apartment. Water coming through electrics and light fittings - fire brigade had no choice but to turn all electrics off to ...
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Sep 19,2019
Sep 19,2019
0
people found
this helpful
this helpful
I rented an apartment in West Bromwich, The Heights, for twelve months. Wildheart Residential Management were fantastic. From the very beginning, from viewing the flat to moving in was less than a week. The referencing process was easy and straight forward. Checking into the apartment ...
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Aug 19,2019
Aug 19,2019
3
people found
this helpful
this helpful
Wildheart are a terrible agency. There was damage to the security features of the property for the entire time I stayed with them (1.5 years). They were very poor at communicating, especially when I moved out. They charged extremely high and seemingly random fees meaning they ...
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Apr 02,2019
Apr 02,2019
5
people found
this helpful
this helpful
Lack of understating of legal obligations, arms length management of properties resulting in neglect of properties. Lack of accountability and a dismissive attitude. Never at the end of the phone. Emergency call out is an answerphone with a recorded message. It's always someone else's problem! ...
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Comment on agent fees
extortionate fees, zero value for money.
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Nov 26,2018
Nov 26,2018
0
people found
this helpful
this helpful
We stayed in this apartment for 10 months. Superb location. Alice was a wonderful person and always very helpful. I remember ,once one of our friends car was stuck in the apartment parking and even it was saturday, we got timely help and support from emergency ...
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Comment on agent fees
Agent fee is standard. Checkout fee might be a bit high provided the tenants take care of cleaning the apartment.
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Aug 02,2018
Aug 02,2018
0
people found
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this helpful
I am now in my second year with Wildheart. I live in one of their properties in Nottingham. I don't think I have ever left a review for a letting agent, at least not a positive one! My prior experiences with letting agents (I have ...
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Comment on agent fees
Good
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Jul 19,2018
Jul 19,2018
4
people found
this helpful
this helpful
Wildheart are the worst agency I have ever experienced!!! Not only are they incompetent of carrying out their LEGAL obligations and duties (e.g. breaching data protection), they are incredibly rude and lazy. In the 12 months that I rented out a property under their "management" ...
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Comment on agent fees
For the "service" you get, they shouldn't be allowed to charge any fees!!!!
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Feb 11,2018
Feb 11,2018
1
people found
this helpful
this helpful
Robotic management, no thinking out side of the box of apathy. Treats customers no different to council estate residents. Inconsistent dealings with subject matters. Long lead time to response, with robotic answers. Conflict of interest working on the side of developers. Lazy responses to correspondence. ...
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Comment on agent fees
Extremely high. Doesnt use local contractors, so pays oner and above for local to them contractors!.
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Feb 13, 2018
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(1)
Thank you for this review. However, we are at a loss to make much sense of this because:
1. we do not manage any properties in this area on behalf of any developers.
2. your comments regarding Council estate residents are confusing – it appears you are suggesting these should be treated in an inferior way to private rent paying tenants?
3. if you are a tenant of a property we manage we wonder how you would be able to make any meaningful comment on the charges made by our contractors whic ...
Jan 28,2018
Jan 28,2018
3
people found
this helpful
this helpful
I am a leaseholder. Wildheart have been managing agents for my property for several years. They have been advised on numerous occasions over the last 2 years, with photos, of some serious health and safety hazards (collapsing porch, crumbling steps) at the property. To date they ...
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Comment on agent fees
almost £1000 / year to do almost nothing except issue invoices for service charges and ground rent seems like a good deal (for the agent)
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Jan 29, 2018
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(1)
Hi Luke, thank you for leaving your comments. I am sorry to hear that our service has not been satisfactory for you. Could you possible email me directly so I can investigate this further and hopefully turn things around for you please? ...
Jan 03,2018
Jan 03,2018
3
people found
this helpful
this helpful
Terrible experience. As a tenant, I wouldn't dream of using wildheart. Applied grotesque deductions from the deposit (including over £100 for a dip in an already dipped bed, and charged for pre-agreed curtain rails). This is in spite of the fact that there were significant problems ...
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Jan 17, 2018
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(1)
Hi Robert - I have responded to you through google but please could you email me directly of the specific issues so I can look into them further for you. Many thanks. ...
Jul 11,2017
Jul 11,2017
1
people found
this helpful
this helpful
I have used Wildheart's services over the past 3 years to manage the letting of my property, and have always found the team to be very professional, helpful and diligent in the service they provided me. I can highly recommend them and will certainly use them ...
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Comment on agent fees
Very reasonable.
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May 08,2017
May 08,2017
1
people found
this helpful
this helpful
I have been using the Wildhart team for several years who have looked after my property in Newcastle. Simon the boss, can be proud of every one of them. Be it finding a new tenant, arranging replacement furniture, scheduling contractors or paying the rent, all ...
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Comment on agent fees
Worth every penny in my book.
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Apr 23,2017
Apr 23,2017
6
people found
this helpful
this helpful
I used this agency to move into a propery with my 8 week old son. The person that greeted me to show me the property was lovely. But my agent manager was vile. He met me to give me to give me the keys. And then ...
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Comment on agent fees
I do think the fees are acceptable, but the extra tenants and guarantor fee is a joke. Also depsit should only be 1 month not 1 1/2
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Jan 29, 2018
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(5)
Hi Clare, Apologies for not coming back to you sooner, could you email me directly as I am not aware of the issues you have raised in a previous tenancy? Many thanks ...
Mar 29,2017
Mar 29,2017
6
people found
this helpful
this helpful
I'm not really one for writing reviews regardless of how good or bad treatment was but the way I was treated on a personal level by this company is frankly despicable. The following took place September, 2016.
i called up and enquired about an apartment, all ...
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Comment on agent fees
Unknown
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Apr 12, 2017
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Hi Sylvia
If you could contact me with the details of this as soon as possible please. I've looked into the information we have and I'm unable to trace the issues you've raised, until you confirm fine details, I am unable to verify your complaint.
Many thanks ...
May 24,2016
May 24,2016
3
people found
this helpful
this helpful
Wildheart is an appalling group of incestuous companies and has no heart just like its robot employees. Its set up in such a way to scam the soul out of any human going near it.
Stay clear - you've been warned.
Employees, leave NOW, you ...
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Comment on agent fees
Horrendous scamming rip off
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Jun 22, 2016
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(1)
Thank you for posting your negative comments. As you have not stated specifics in your review, please contact us as soon as possible so we can discuss further. Please also be aware that Wildheart are just one company, there are no other companies grouped with us. ...
May 11,2016
May 11,2016
3
people found
this helpful
this helpful
My personal experience with this company is quite the very worst. Promises, delays, excuses and unacceptable behaviour seems to be their daily manners and following their words seems to do not mean anything for them nor has any value whatsoever(!)(!)(!)
Very poor service(!)(!)(!)
Can not ...
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Sep 12,2014
Sep 12,2014
3
people found
this helpful
this helpful
Basically i went for a flat and they just kept making excuses saying ive failed referencing but im in full time work and there was no referincing fees or admin fees to pay but i had to pay £250 holding fee, were now ive failed referencing ...
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What agent could do to change your mind?
She didnt have a clue saying one thing then anotherAttached Filesnbsp;
Comment on agent fees
The fees to me is basically a scam
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Sep 03,2014
Sep 03,2014
0
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I rent an apartment from wildheart from last year .
This is my first experience in renting from an agent .
Wildheart are very nice people .
While living in this flat ...I had one small problem which was dealt with the
Same day ..
I would recommend Wildheart.
...
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Comment on agent fees
Yes happy to pay ...understand the requirements .
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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.
Complaints Procedure
No procedure available.
If you could contact me with the details of this as soon as possible please. I've looked into the information we have and I'm unable to trace the issues you've raised, until you confirm fine details, I am unable to verify your complaint.
Many thanks