50% sales valuation accuracy
100% sales fee satisfaction
33% lettings valuation accuracy
38% lettings fee satisfaction
Jun 15,2017
Jun 15,2017
6
people found
this helpful
this helpful
I am a military member stationed at RAF Mildenhall, and I worked with TuckerGardner for over a month to try to rent a property in Soham. The entire experience was beyond stressful. I am new to both the military and to England's letting services, so I tried my best to let them know how the process worked on the military side.
TuckerGardner was extremely hard to contact, especially Elliot Drewery. Elliot rarely returned my calls or emails; I had to go to the office in person a couple times, just to get things done. They were rude and condescending; they insisted on telling me that I was wrong and that they knew the military process more than I did, even though I had just check. After several of our many phone calls, I would hang up crying out of frustration. TuckerGardner refused to believe me, and I even had to have my Housing Office on base call them and tell them the same thing I did.
Ex: I went into the TuckerGardner office in person, and told Elliot I wanted to have my rent due on the 1st. He said okay, no problem. I even confirmed over email that he said that just to keep communication clear. Then when I finally got my lease, it's payment period was not on the 1st. Elliot didn't tell me he had changed the game plan on his own. He just did it silently behind my back. I had to go into the office again in person to ask why, and he said he didn't remember agreeing to that. He said if I wanted it on the 1st and to move in mid-month, I would have to pay to that whole month, PLUS the difference. Which makes no sense, other letting agencies have no problem letting you prorate the difference, and start paying on the first.
I'm sad to say I never even got the house I wanted because I just couldn't work with them anymore. I am now getting a house from Henley's, a WONDERFUL letting agency that is impeccably comfortable with military members.
TuckerGardner was extremely hard to contact, especially Elliot Drewery. Elliot rarely returned my calls or emails; I had to go to the office in person a couple times, just to get things done. They were rude and condescending; they insisted on telling me that I was wrong and that they knew the military process more than I did, even though I had just check. After several of our many phone calls, I would hang up crying out of frustration. TuckerGardner refused to believe me, and I even had to have my Housing Office on base call them and tell them the same thing I did.
Ex: I went into the TuckerGardner office in person, and told Elliot I wanted to have my rent due on the 1st. He said okay, no problem. I even confirmed over email that he said that just to keep communication clear. Then when I finally got my lease, it's payment period was not on the 1st. Elliot didn't tell me he had changed the game plan on his own. He just did it silently behind my back. I had to go into the office again in person to ask why, and he said he didn't remember agreeing to that. He said if I wanted it on the 1st and to move in mid-month, I would have to pay to that whole month, PLUS the difference. Which makes no sense, other letting agencies have no problem letting you prorate the difference, and start paying on the first.
I'm sad to say I never even got the house I wanted because I just couldn't work with them anymore. I am now getting a house from Henley's, a WONDERFUL letting agency that is impeccably comfortable with military members.
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Latest Reviews
6th Jun 2023
reviewed by 'Danielle'
5th Oct 2022
reviewed by 'Bridget'
29th Aug 2018
reviewed by 'Elaine'
13th Aug 2018
reviewed by 'Kat'
14th Jun 2018
reviewed by 'Helena'
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 50% | 100% | £162,000 | £162,000 |
| Lettings | 33% | 38% | £525 | £1,450 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 1 | 0 | 1 | 10 | 1 | 0 | 0 | 0 | 0 | 7 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Jun 06,2023
Jun 06,2023
0
people found
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we have had a brilliant professional services from James, he couldn't be more helpful,, great commination thank you....
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Oct 05,2022
Oct 05,2022
0
people found
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I went in to Tucker Gardner to ask a few questions about buying a property to let. My questions were answered very thoroughly and then the agent came up with a few suggestions that I hadn't thought of that I should considered. He, James Moore, ...
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Aug 29,2018
Aug 29,2018
0
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this helpful
First time at selling a property and was I glad that Tamsin had been allocated to deal with this. She was very professional friendly and kept me informed of everything that was going on. She would call every week with an update even if there ...
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Comment on agent fees
For the service and work that I received I cannot fault the fees it was worth every penny
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Aug 13,2018
Aug 13,2018
5
people found
this helpful
this helpful
I rented a property through Tucker Gardner in Ely 6 years ago. The shower in on-suite was leaking from day 1. We reported the problem at least 5 times and nothing ever got done about it! The boiler broke during our last winter at the property and we ...
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Comment on agent fees
Bad
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Jun 14,2018
Jun 14,2018
6
people found
this helpful
this helpful
As stated before, is a really unprofessional company and takes a long time to communicate with them. Every time you try to contact them they will pass you to a different agent who have no idea about the issues you have been trying to solve.
...
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“Extremely poor communication regarding whether our application was successful took ......”
Jan 11,2018
Jan 11,2018
5
people found
this helpful
this helpful
Extremely poor communication regarding whether our application was successful took several phone calls to find out what was happening. Did not return our calls....
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Comment on agent fees
High fees
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Sep 13,2017
Sep 13,2017
9
people found
this helpful
this helpful
I have been using TG at Ely for well over a year to manage a property that we have locally The business relationship has been plagued with issue after issue, all of which can be attributed to poor management practice, resulting in poor customer service. ...
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Comment on agent fees
This agents letting fees are certainly on the low side at 6%, but as the old adage says, you get what you pay for.
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Jun 15,2017
Jun 15,2017
6
people found
this helpful
this helpful
I am a military member stationed at RAF Mildenhall, and I worked with TuckerGardner for over a month to try to rent a property in Soham. The entire experience was beyond stressful. I am new to both the military and to England's letting services, so ...
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Apr 21,2017
Apr 21,2017
10
people found
this helpful
this helpful
The worst agent I have ever come across. No notification of the change from Russells to Tucker Gardner. Tucker Gardener staff have been rude on the phone when I can eventually speak to someone. They have been abusive on the phone. If I ever leave ...
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Comment on agent fees
These are the highest fees around. And they do nothing for them!
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Apr 19,2017
Apr 19,2017
8
people found
this helpful
this helpful
This is by far the worst lettings agents I have ever rented with. The service they offer their tenants is horrific. I'm beyond the point of despair with them and now have had to sent a handwritten letter to my landlord explaining how awful things ...
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Comment on agent fees
Extortionate, higheSt fees on the market and they charge for contract renewal
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Apr 20, 2017
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(1)
Good afternoon
We are really sorry to hear of your disappointment with the service you have received. I would like to make sure this is dealt with as soon as possible but am finding it difficult to locate which property your comments relate to as unfortunately I can't see your name or a property address mentioned.
Please could I ask that you contact our Lettings Manager directly at [email protected] who will be on hand to deal with this matter promptly.
Kind ...
Jan 18,2017
Jan 18,2017
9
people found
this helpful
this helpful
AVOID AT ALL COSTS! Tucker Gardner Ely - formally Russells. Horrifically bad customer service in all areas from the very beginning. They do not return phone calls. Emails are very rarely responded too, only usually after sending multiple chasers for any kind of response. No ...
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Comment on agent fees
High admin fees to send out documents which had to be corrected every time!
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Jan 18, 2017
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(1)
Thank you for your review. I am sorry to hear that you have experienced problems and we would like the opportunity to discuss these with you so we can ensure better service in future. Please could you contact your local branch and request a copy of the complaints procedure so we can obtain full details and investigate matters for you. Many thanks. ...
Nov 27,2016
Nov 27,2016
6
people found
this helpful
this helpful
Is the worst agency I have ever had. I had a problem with a wall that is making the property in danger and my health. After two weeks they haven't done anything yet. Not the first time they don't solve a problem and give excuses ...
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Nov 28, 2016
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Thank you for your review. I have checked with the team in Ely and I understand that they are in the process of arranging a second opinion, as the first contractor is not sure of the source of the moisture. Unfortunately, this does take time however they will speak to the second contractor again today to ensure he attends as soon as possible. Please do feel free to call the office if you require a further update. ...
Oct 27,2016
Oct 27,2016
5
people found
this helpful
this helpful
I requested a Saturday viewing appointment and was told that there would be no viewings on that day at all as one of the staff members had an injury. How there is no one else available or more than 1 member of staff on a Saturday ...
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Oct 28, 2016
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(1)
Good afternoon, we have looked into this and can confirm we have an appointment booked for you. We hope this viewing is successful and the property is of interest to you. If you have any further queries please do not hesitate in contacting our Ely Branch directly on 01353 616130. Kind regards ...
Oct 24,2016
Oct 24,2016
6
people found
this helpful
this helpful
First off the fee for letting was astronomical, compared to other letting agents, im not sure what I paid for? I asked several times before moving if I could have the mattress removed, and nobody got back to me whatsoever, I had to set up ...
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Comment on agent fees
Most expensive out of everywhere I looked at, and jog worth it as in my opinion they did nothing, didn't even set up the standing order for rent
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Oct 25, 2016
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(1)
Dear Holly, We are sorry you were dissatisfied with the service you received, please feel free to contact the branch to discuss your concerns and we will be happy to assist. It is worth noting that no third party would be able to amend a standing order on your behalf. Additionally all fees are detailed to clients before confirming they are happy to proceed. Kind regards ...
Nov 21,2015
Nov 21,2015
6
people found
this helpful
this helpful
I had a viewing at 2 o clock in Ely but I got there 1 hour earlier (I drove all the way from Kent) waiting outside the house. Until 2.15 nobody showed up so I called them at the office and asked them about it. The lady told ...
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Nov 23, 2015
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(1)
Thank you for your comments. We do, of course, take our reputation very seriously and work very hard to ensure a positive experience for our customers. In this instance, we do not have a staff member called 'Kate' so I am unable to make enquiries to see what actually happened. If you had indeed booked a viewing with TuckerGardner and were there on time, then I have no doubt that an agent would have been there to meet you. Sometimes external factors (such as traffic) mean that both ourselves and ...
Aug 25,2015
Aug 25,2015
8
people found
this helpful
this helpful
I have had the misfortune to be a tenant of 2 properties managed by Tucker Gardner. The first was managed by the Cambridge office and the second by the Ely office. Common themes have occured with both. At both properties we have had domestic appliance (dishwasher) ...
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What agent could do to change your mind?
No commentAttached Filesnbsp;
Comment on agent fees
No comment
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May 08,2015
May 08,2015
8
people found
this helpful
this helpful
Found them incompetent from start to finish and decided not to take either house because of the attitude of the two girls I dealt with. One viewing, the girl turned up late and with the wrong set of keys. She tried to make it my ...
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What agent could do to change your mind?
The agent could have been polite and respectful. I do not want to hear staff swearing when I am in a professional office with my child. Turning up on time to appointments would at least have been something.Attached Filesnbsp;
Comment on agent fees
When she showed me the fees they were the highest I had seen out of the agents I visited.
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Apr 20,2015
Apr 20,2015
10
people found
this helpful
this helpful
The worst agent and staff I have ever had the misfortune to meet. * the manager is an absolute disgrace. Got annoyed and condescending with me on the phone when I chased for the 6th time in a month for a faulty boiler. I discovered an ...
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Comment on agent fees
Daylight robbery. They did not do half of what they were supposed to do for the fees paid
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Apr 21, 2015
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TuckerGardner are well aware of this tenants' perceived grievances and continue to try and negotiate a fair settlement on behalf of all parties. We are, as always, working within best practice guidelines and will, of course, comply fully with any TDS dispute outcome. The nature of the comments above do not reflect our experience of the tenancy or the end of tenancy procedure. ...
Jan 09,2015
Jan 09,2015
4
people found
this helpful
this helpful
Arranged 2 viewings a week in advance for a move from the the north east. Agent cancelled both viewings without informing us, in part because they failed to note our details down correctly. Had we not been checking properties online and seen one was de-listed we ...
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What agent could do to change your mind?
Contacted us in good time to cancel an appointment for a let property Contacted us in good time to cancel an appointment due to conflicts with sitting tenants Attempted to accomodate us at second property with late viewing to fit round tenants needs Taken down accurate contact details as given Not lied about using contact details to leave messages that were never left Attempted to contact other branches of Tuckers to locate other suitable properties for us to viewAttached Filesnbsp;
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Feb 15,2011
Feb 15,2011
10
people found
this helpful
this helpful
Beware (for those who rent). Tucker Gardner will deduct money off your deposit for extra cleaning when you leave even when not required....
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Nov 29, 2013
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(2)
Cleaning is an emotive subject and where there are issues at the end of tenancy all agents will be familiar with the claim 'it's cleaner than when I moved in.' We have very clear end of tenancy guidelines, explaining the final inspection process and recommending the use of a professional cleaning company. If there are still issues then all tenants now have the comfort of being able to refer the matter for free, independent arbitration, whereby we have to demonstrate with the inventory and photos ...
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.
