Morningside Edinburgh, Edinburgh, EH10
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“Terrible customer service. I've viewed two properties with this agency ......”

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Oct 19,2017
Minithumbdown
By: 'LyndsC'
Oct 19,2017
1 people found
this helpful
Terrible customer service. I've viewed two properties with this agency and both have had awful communication. The second flat I viewed I was informed I had the first viewing slot and they couldn't let me come any earlier. When I got to the viewing the guy showing us around said that it would be on an application basis and not first come first served. When I phoned to put my application in someone had already paid a deposit. Now I had travelled a three hour round trip to view this as early as possible knowing things go quickly. But there was a clear lack of communication and incompetence from agents. What a waste of time and energy. So when I viewed the flat it was already gone. Not dissimilar to the first time I viewed something with them. Flat hunting is stressful enough without this mess of organisation. Strongly advise anyone against taking their business here. Maybe it's a silver lining that I wouldn't want a lease with this letting agency anyway.
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By: Lyndsey
Oct 19, 2017
Hello, I find your comment quite patronising and unhelpful. Far from apologetic and merely covering your own back after you made a clear mistake. The fact is I phoned immediately after viewing and would never have had a chance anyway. Also, the person showing the property advised they would be taking applications all day then selecting a suitable tenant. Maybe if he had told me the correct information in the first place I would have phoned within minutes of entering the property. That's the main issue I have and you or the person I spoke to on the phone seemed unable to take responsibility for that error. Better communication is needed in that respect and your comment above does nothing to address that. Instead you place the blame on myself.

I understand the market is competitive (you don't need to tell me) and that is why it's so frustrating when agencies have such poor organisation and take advantage of the fact that there is such high demand.

I stand with my previous review that this is very poor customer service.

I hope you are able to reassess your processes so this doesn't happen to someone else.
By: catriona waugh
Oct 19, 2017
Hi Lyndsey,
The market in Edinburgh is extremely competitive and fast moving. It is extremely difficult to keep everyone up to date when properties are in such demand, there were three viewings at 11.15am then 4 at 11.30am. when you viewed it the property was still available and had you called immediately you may well have secured it. As it happened someone submitted their application immediately, this was accepted and they then paid deposit. This all happened very quickly. I am very sorry that you had a wasted journey, I know how stressful flat hunting is and I hope you find something very soon.

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Arden Property Management
43 Morningside Road
Edinburgh
City of Edinburgh
EH10 4DR
01315168159

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Lettings 81% 95% £450 £3,250
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“I am a new landlord who recently handed over my ......”

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Feb 22,2024
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By: 'M'
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“Calum Lothian has been an exceptional propert......”

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Feb 22,2024
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By: 'Rita'
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Last updated at 1:47 PM 14/06/2018 by Catriona Waugh

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