92% sales valuation accuracy
96% sales fee satisfaction
86% lettings valuation accuracy
86% lettings fee satisfaction
Jun 29,2012
Jun 29,2012
17
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Here is a copy of my complaint to reed rains...
Dear Mr Beastall,
I am writing this complaint on several grounds. Primarily I have been issued with a bill for £120 which I do not believe I should be charged for since the service I was promised for this fee was delivered with such appalling service that it caused months of hassle, two complaints to be raised (one of which was completely ignored), I have incurred considerable costs and have had to contact Reed Rains over 50 times in the 5 months that the delivery of the service was overdue. I will address my concerns below, in order.
In early Jan 2012, I was visited by Emma Eyre to discuss putting my property (137, Industrial rd, Halifax) on the market, while it is also rented. I agreed to use Reed Rains for both of these services, for the sale and the rental.
Assured short hold tenancy agreement
The tenant who was to take the full tenancy of the property was already living there, with myself, as a lodger.
It was agreed with Emma that I just needed Reed Rains to draw up the contract for me, as a condition of my mortgage agreement the property must only be let through a reputable agent, so I just needed the contract drawn up.
It was agreed that I would not be charged any other fees, e.g. managed services or tenant finding or tenant vetting, since I did not want or need any of these services.
This was early January 2012.
I was told the contract would take two weeks to draw up and would cost around £100.
I wanted to let out my house as soon as possible to rent somewhere closer to where I was working as a consultant in Manchester, to save over a two hour commute each way.
The contract was finally completed at the end of May 2012. Four months after it was supposed to be finalised!
My problem with the service was this:
1) No one contacted me to tell me what was going on. I had to phone up nearly every day to demand an answer, since my emails were often ignored.
There were over 50 phone calls / emails that I had to make asking for updates, trying to find out where the contract was and what the delay was.
My contact was met with several excuses; everything from just 'I don't know' to 'Someone will get back to you' - but no one did to 'someone's on holiday, we'll wait for them to get back and ask them...', occasionally I'd just be lied to to stop my demands for the contract to be completed. On several occasions I was told that it would be done 'this week' only to find that again, no contact and no contract a week later, it had been forgotten about again.
2) I explained that I could not move out of the property until I had this contract as not having the tenancy agreement in place invalidated my landlord insurance. If there was any need to claim on the insurance, I would not have been able to. I would've been left without any buildings insurance whatsoever, which in the event of incurring any damage, would have left me hundreds of thousands of pounds in debt.
3) While being forced to stay in the property was costing me 4 hours a day in commuting time and the cost of train tickets to Manchester from Yorkshire every day.
4) when the contract eventually came back, it has the incorrect rental amount and the incorrect address for myself (I'd given you the correct one on 3 separate occasions, and phoned to confirm you had the correct address) - but I cannot wait another four months to have yet another contract drawn up.
5) it has been backdated to the original date it should have been issued - which is not entirely legally valid, and could easily be disputed in court by the tenant, myself or an insurance company or third party, if there was a problem with the property occuring before the contract was actually signed.
I cannot stress enough the inconvenience, time, money and worry that not having this contract in place and being messed around and ignored by your agents caused both my tenant and myself during those months.
Two complaints regarding repeated unsolicited sales calls
Whilst your agents refused to keep me informed about what was happening with my contract when two weeks turned into four months, I did receive calls every day from your sales team.
Every time I answered the phone, I told them that I did not want to receive anymore sales calls, but they continued to hassle me every day, sometimes several times a day.
They would call with the line that it was Reed Rains calling to discuss my property - so of course, I came out of meetings to take the calls, believing it to be about the sale or rental of my property, before realizing they were trying to sell me insurance that I told them many times I did not want, and asked them to stop calling.
I made several complaints to the sales team themselves, but they refused to stop calling me. They were quite rude when I told them to stop calling me. I made several complaints to the branch about this asking repeatedly for them to not pass on my details to sales departments and to stop the sales calls. The first 5 complaints I made, I was assured it would not happen again until I eventually escalated a complaint to the complaints department - after initially being told that there was no complaints department!
Harassment of my tenant
After the complaint was dealt with and the calls stopped, I then received a complaint from my tenant about exactly the same thing happening to him. He emailed me to say that he was sick of being harangued by your sales people. He'd asked you several times not to call him during work hours and told you that he didn't want sales calls anyway, that he didn't need a mortgage or insurance of any kind, yet still the calls would be made during work hours every single day.
I raised another complaint to you, via Jamie in the branch, and Matthew Berry has assured me twice now that he has seen and escalated this new complaint, yet I have heard nothing back. This complaint was made at least two months ago if not longer.
I included an excerpt from my tenant's complaint email to me, and asked that you stop harassing him. He stays my tenant because he is more than happy with the arrangement he has with me, as his landlord. However, you as my estate agent, are harassing myself and my tenant to the point where we've both made complaints, after asking repeatedly for this to stop.
I asked him if he would agree to sacking Reed Rains entirely and we use a different estate agent, however - at this point, we were both very busy with work and I was about to leave the country, so we thought that now the contract was finally in place, we wouldn't have to deal with you again, so we'd leave things as they were.
Ignored complaints / billing for services that were not delivered or delivered late and unsatisfactorily
I am now disappointed to find that my complaints have been ignored and I've been billed for services that
- I did not ask for or receive and was told that I would not be billed for i.e. the tenant finding service.
- I have been billed at full cost for the tenancy agreement - which caused several complaints to be raised and ignored, weeks of harassment of myself and my tenant, several months of having my inquiries ignored by your agents, delaying my moving date, and invalidating my house insurance.
The very least I would expect from you is for the contract fee to be waived, and minimal compensation for all the emails and telephone calls I've spent chasing up your agents who've expertly ignored all my correspondence.
Difficulties making / escalating complaints
I am now told by Jan Johnson that to complain, I must but my complaint in writing. This is interesting since one of my earlier complaints was dealt with over email, have you changed your procedures or are you simply trying to put more barriers between me and the complaints department.
First I was told that there was no complaints department, then I was told to complain to the branch manager, who was on holiday, and I'm now told I must print this out and post it. It seems increasingly likely that you are just adverse to receiving complaints and try to make the procedure as obscure and ridiculous as possible. I am writing this by email and have no intention of printing it out for you. If you wish to see this complaint in print, I suggest you print it out yourself.
If this matter does not meet with a response or resolution, I will be contacting the property ombudsman, as you have already failed to respond to earlier complaints which I have written sent in months ago to address the "financial loss and/or aggravation, distress and inconvenience" caused by your agency, all of which are in the powers of the ombudsman to adjudicate upon.
Yours,
Dear Mr Beastall,
I am writing this complaint on several grounds. Primarily I have been issued with a bill for £120 which I do not believe I should be charged for since the service I was promised for this fee was delivered with such appalling service that it caused months of hassle, two complaints to be raised (one of which was completely ignored), I have incurred considerable costs and have had to contact Reed Rains over 50 times in the 5 months that the delivery of the service was overdue. I will address my concerns below, in order.
In early Jan 2012, I was visited by Emma Eyre to discuss putting my property (137, Industrial rd, Halifax) on the market, while it is also rented. I agreed to use Reed Rains for both of these services, for the sale and the rental.
Assured short hold tenancy agreement
The tenant who was to take the full tenancy of the property was already living there, with myself, as a lodger.
It was agreed with Emma that I just needed Reed Rains to draw up the contract for me, as a condition of my mortgage agreement the property must only be let through a reputable agent, so I just needed the contract drawn up.
It was agreed that I would not be charged any other fees, e.g. managed services or tenant finding or tenant vetting, since I did not want or need any of these services.
This was early January 2012.
I was told the contract would take two weeks to draw up and would cost around £100.
I wanted to let out my house as soon as possible to rent somewhere closer to where I was working as a consultant in Manchester, to save over a two hour commute each way.
The contract was finally completed at the end of May 2012. Four months after it was supposed to be finalised!
My problem with the service was this:
1) No one contacted me to tell me what was going on. I had to phone up nearly every day to demand an answer, since my emails were often ignored.
There were over 50 phone calls / emails that I had to make asking for updates, trying to find out where the contract was and what the delay was.
My contact was met with several excuses; everything from just 'I don't know' to 'Someone will get back to you' - but no one did to 'someone's on holiday, we'll wait for them to get back and ask them...', occasionally I'd just be lied to to stop my demands for the contract to be completed. On several occasions I was told that it would be done 'this week' only to find that again, no contact and no contract a week later, it had been forgotten about again.
2) I explained that I could not move out of the property until I had this contract as not having the tenancy agreement in place invalidated my landlord insurance. If there was any need to claim on the insurance, I would not have been able to. I would've been left without any buildings insurance whatsoever, which in the event of incurring any damage, would have left me hundreds of thousands of pounds in debt.
3) While being forced to stay in the property was costing me 4 hours a day in commuting time and the cost of train tickets to Manchester from Yorkshire every day.
4) when the contract eventually came back, it has the incorrect rental amount and the incorrect address for myself (I'd given you the correct one on 3 separate occasions, and phoned to confirm you had the correct address) - but I cannot wait another four months to have yet another contract drawn up.
5) it has been backdated to the original date it should have been issued - which is not entirely legally valid, and could easily be disputed in court by the tenant, myself or an insurance company or third party, if there was a problem with the property occuring before the contract was actually signed.
I cannot stress enough the inconvenience, time, money and worry that not having this contract in place and being messed around and ignored by your agents caused both my tenant and myself during those months.
Two complaints regarding repeated unsolicited sales calls
Whilst your agents refused to keep me informed about what was happening with my contract when two weeks turned into four months, I did receive calls every day from your sales team.
Every time I answered the phone, I told them that I did not want to receive anymore sales calls, but they continued to hassle me every day, sometimes several times a day.
They would call with the line that it was Reed Rains calling to discuss my property - so of course, I came out of meetings to take the calls, believing it to be about the sale or rental of my property, before realizing they were trying to sell me insurance that I told them many times I did not want, and asked them to stop calling.
I made several complaints to the sales team themselves, but they refused to stop calling me. They were quite rude when I told them to stop calling me. I made several complaints to the branch about this asking repeatedly for them to not pass on my details to sales departments and to stop the sales calls. The first 5 complaints I made, I was assured it would not happen again until I eventually escalated a complaint to the complaints department - after initially being told that there was no complaints department!
Harassment of my tenant
After the complaint was dealt with and the calls stopped, I then received a complaint from my tenant about exactly the same thing happening to him. He emailed me to say that he was sick of being harangued by your sales people. He'd asked you several times not to call him during work hours and told you that he didn't want sales calls anyway, that he didn't need a mortgage or insurance of any kind, yet still the calls would be made during work hours every single day.
I raised another complaint to you, via Jamie in the branch, and Matthew Berry has assured me twice now that he has seen and escalated this new complaint, yet I have heard nothing back. This complaint was made at least two months ago if not longer.
I included an excerpt from my tenant's complaint email to me, and asked that you stop harassing him. He stays my tenant because he is more than happy with the arrangement he has with me, as his landlord. However, you as my estate agent, are harassing myself and my tenant to the point where we've both made complaints, after asking repeatedly for this to stop.
I asked him if he would agree to sacking Reed Rains entirely and we use a different estate agent, however - at this point, we were both very busy with work and I was about to leave the country, so we thought that now the contract was finally in place, we wouldn't have to deal with you again, so we'd leave things as they were.
Ignored complaints / billing for services that were not delivered or delivered late and unsatisfactorily
I am now disappointed to find that my complaints have been ignored and I've been billed for services that
- I did not ask for or receive and was told that I would not be billed for i.e. the tenant finding service.
- I have been billed at full cost for the tenancy agreement - which caused several complaints to be raised and ignored, weeks of harassment of myself and my tenant, several months of having my inquiries ignored by your agents, delaying my moving date, and invalidating my house insurance.
The very least I would expect from you is for the contract fee to be waived, and minimal compensation for all the emails and telephone calls I've spent chasing up your agents who've expertly ignored all my correspondence.
Difficulties making / escalating complaints
I am now told by Jan Johnson that to complain, I must but my complaint in writing. This is interesting since one of my earlier complaints was dealt with over email, have you changed your procedures or are you simply trying to put more barriers between me and the complaints department.
First I was told that there was no complaints department, then I was told to complain to the branch manager, who was on holiday, and I'm now told I must print this out and post it. It seems increasingly likely that you are just adverse to receiving complaints and try to make the procedure as obscure and ridiculous as possible. I am writing this by email and have no intention of printing it out for you. If you wish to see this complaint in print, I suggest you print it out yourself.
If this matter does not meet with a response or resolution, I will be contacting the property ombudsman, as you have already failed to respond to earlier complaints which I have written sent in months ago to address the "financial loss and/or aggravation, distress and inconvenience" caused by your agency, all of which are in the powers of the ombudsman to adjudicate upon.
Yours,
What agent could do to change your mind?
They could've responded to my complaints or stopped harassing me and my tenant with sales calls EVERY DAY when we asked them to. They could've NOT IGNORED all my calls and emails to ask where my contract was when it was 4 MONTHS LATE. First they pretended they didn't have a complaints proceedure, then that it had to go to the branch manager who was on holiday, then that I had to write a letter, not an email, tried every stupid lie to prevent a complaint about their incompetency.Attached Filesnbsp;
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16th Aug 2021
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17th Nov 2017
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6th Oct 2017
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Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 92% | 96% | £50,000 | £420,000 |
| Lettings | 86% | 86% | £325 | £1,200 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 11 | 5 | 13 | 0 | 17 | 2 | 18 | 0 | 1 | 1 |
Areas covered
- Halifax
- Queensbury
- Sowerby Bridge
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Mar 11,2022
Mar 11,2022
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Absolutely fantastic experience dealing with Reeds Rains. Prompt, efficient, helpful, courteous and thorough. Will Highly recommend to people in future....
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Aug 16,2021
Aug 16,2021
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As a landlord we have always used the Halifax R R team , amazing turnaround in finding tenants and we are pleased with their services...
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Jan 30,2021
Jan 30,2021
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Reeds Rains Halifax, I would highly recommend. All the staff that supported us through the journey of selling and buying our home were superb throughout. Although they may not be the cheapest, you get what you pay for and their customer service was fantastic, especially ...
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Jan 07,2021
Jan 07,2021
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Appalling. constant trying to deduct money from my rent, outrageous maintenance charges - £1500 for a little of painting and I mean a little bit, nearly £1000.00 to replace a simple cooker and paint a stain, the list goes on.
They deduct for jobs not even done ...
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Nov 17,2017
Nov 17,2017
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I'm not usually one for reviews however i felt compelled to share my recent experience dealing with Reeds Rains Halifax. My young daughter and her mum almost found themselves without a roof over there heads and needed to move quickly.. fortunately for them the property ...
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Comment on agent fees
Good
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Oct 06,2017
Oct 06,2017
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Such a professional and friendly team. The telephone is always answered quickly and queries responded to promptly. Amy and Jan though have really gone the extra mile for us to help us complete on our flat. A big thank you !...
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Oct 09, 2017
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Thank you for your kind review. Really appreciate your comments. We are looking forward to receiving the news that the property has completed! Kind regards. Jan Johnson Branch Manager ...
Sep 28,2017
Sep 28,2017
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We would to say that we rate Jan particularly, but also the whole team at reeds reins Halifax branchFIVE STAR for going the extra mile on numerous occasions and never making us feel guilty for taking so much of their time up.
....
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Sep 28, 2017
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Sincere thanks Brian and Jill - it is our pleasure. We really do work hard to ensure a smooth process. ...
Sep 25,2017
Sep 25,2017
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We had a fantastic service from all the staff at Reeds Raines Halifax when purchasing our house this year. Everyone was professional yet friendly and the overall expertise made the process of moving house easy. Special thanks to Amy, she was excellent at her job. ...
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Sep 25, 2017
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Thank you so much for your wonderful review. Very much appreciated. Kind regards. Jan Johnson Branch Manager ...
Sep 22,2017
Sep 22,2017
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I have just sold my property with Reeds Rains and received an excellent service from Jan & Amy. They worked very hard promoting my house, especially as my first sale fell through. They were always cheerful and positive and showed a great understanding to my situation....
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Good
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Sep 22, 2017
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Ann - thank you so much for you kind comments as well the chocolates and thank you card! When you are ready to find your next property will be delighted to help again. Jan Johnson ...
Aug 06,2015
Aug 06,2015
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Very easy process from choosing it to rent to checking out. Victoria, lettings co-ordinator, was helpful and very quick and efficient at answering any queries we had....
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Jul 06,2015
Jul 06,2015
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Victoria ensured that the referencing and application process was dealt with quickly and efficiently, the whole process from viewing to move in was less than 2 weeks. Jane McMillan was friendly and personable and handled my move in professionally, answering all my questions. I would definitely ...
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Jun 28,2015
Jun 28,2015
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I called into the Halifax office last week with regards to my tenancy and the procedure for giving notice. I spoke to Jane McMillan about several issues and questions. I found Jane to be very friendly and helpful and spent time explaining things in a ...
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Jun 19,2015
Jun 19,2015
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I am based in Hong Kong and have received information and reporting on the property in a timely manner whether it be good or bad news. Dan helped me with the original purchase in a very professional manner and Victoria in the follow up in ...
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Comment on agent fees
Would always like cheaper but you pay for what you get, so not complaining.
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Jun 17,2015
Jun 17,2015
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Victoria does an excellent job and I would have no hesitation in recommending her to anyone, Victoria is exceptional at dealing with our tenants and keeping us informed....
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Dec 22,2014
Dec 22,2014
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My viewing was arranged very quickly and the application was also processed very quickly and the staff were very helpful....
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Dec 17,2014
Dec 17,2014
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I bought a house through reeds rains in halifax and it got sorted pretty quickly and my solicitor had trouble getting things sorted but reeds rains (ross haigh) helped a lot. Thanks guys...
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Dec 05,2014
Dec 05,2014
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I sold my house through reeds rains in halifax and it was a good and easy process. I was kept up to date with my sale all the way through. Thank you guys....
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Dec 05,2014
Dec 05,2014
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We sold our house with Reeds Rains and are completing in nice time before Christmas 2014. All the staff at Reeds Rains were always very friendly, helpful and professional in particular Matthew Berry who we dealt with mostly! Matthew has been absolutely wonderful through the whole ...
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Nov 25,2014
Nov 25,2014
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We used Reeds Rains in Halifax for the purchase of a property in Halifax and found the service and attention to detail was excellent. The staff were polite and helpful, attentive and regularly 'checked-in' to make sure things continued to progress with the sale. Matthew ...
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Nov 21,2014
Nov 21,2014
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I was treated efficiently and with respect throughout the whole process from start to finish. Dan kept in regular contact letting me know exactly what was going on. I wold not hesitate to use this firm again and would recommend them to family and friends. ...
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Comment on agent fees
At first I thought they were somwhat high but because the service was so good its ok.
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Nov 18,2014
Nov 18,2014
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What an excellent, friendly, professional service from everyone at Reeds Rains Halifax. Matthew Berry handled the initial stages of making the offer and then Dan Burbridge ran with the process through to completion. Both these people were very knowledgeable, unfailingly patient and reliable and made ...
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Nov 11,2014
Nov 11,2014
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I've rented a property through Reeds Rains. I found all the staff to very welcoming and helpful. Victoria has helped me incredibly helpful from start to finish....
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Nov 07,2014
Nov 07,2014
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I bought a property through Reeds Rains in Halifax and it was a nice and easy process. Ross met me at the property with the owners and was involved in the process the whole way. The house had dampness issues but Ross sorted it out ...
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Nov 05,2014
Nov 05,2014
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I have recently purchased a house that was advertised/marketed by Reeds Rains (Halifax Branch, Bull Green).
As I was a first time buyer I was a little nervous about the whole process, However this was made very simple due to the helpful Agent I ...
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Nov 02,2014
Nov 02,2014
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did exactly what it said on the tin, team was great, quickly up on site and viewings booked, first offers within a day. would use them again if ever needed....
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Comment on agent fees
fees could always be cheaper ;)
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Oct 23,2014
Oct 23,2014
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the service provided was excellent, Matthew was really helpful in going through the process and all options where gone through. would love to deal with Matthew again and the estate agency....
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Oct 16,2014
Oct 16,2014
2
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We chose RR as we felt they were more professional and trustworthy, with us moving overseas, to manage the letting of our property. Not only am I dissatisfied with the involvement we have had with the Halifax branch, we are hugely dissatisfied with the whole ...
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Comment on agent fees
Hugely extortionate and not justified, lots of hidden costs and charges to not reflect the quality of the service provided. By the property management's inefficiency it has cost us a huge amount of money, which I hold proof of.
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Oct 16,2014
Oct 16,2014
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Agent acted quickly and professionally and gave me a choice of tenants which has resulted in me obtaining a five star tenant. I would recommend Victoria and the rest of the team to anyone....
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Oct 16,2014
Oct 16,2014
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With living some distance away from the property, it has been difficult to get over and deal with it, however Victoria and her team dealt with all the viewings and quires. Before the tenant moved in,they had some minor issues which they wished to ...
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Oct 15,2014
Oct 15,2014
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After finding our prospective new family home and coming to an agreed price with the agents/vendors all seemed well, unfortunately at a late stage of the purchase the sale of my property fell through having a knock on effect with our purchase. My own ...
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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
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Last updated at 12:13 PM 21/11/2018 by allAgents
