Hello, I had a similar experience with the same woman, Dawn Teggert. She seemed very rude and condescending without really having the right to be. She was unprofessional for someone so judgey and was late with us too because 'she picked up the wrong keys'. It's a shock that she is an estate agent and that her feedback is 'exceptional'. Maybe she should consider working somewhere where there is no people skill; it may be more suitable for her. As sorry as I am that you had to go through that, I'm glad I'm not the only one because I really was so shocked at her rudeness, I thought it was just me overreacting. But I've never met an agent so rude even if they ultimately don't think you're suitable as a tenant. At least be nice about it. I wish I gave her more of a piece of mind on the spot. I strongly hope she gets her commeupance somewhere in her miserable life.

Dear Miss Silverstru

I was very disappointed to read your review and as a consequence, have investigated your complaint

This is our version of events

It had been agreed, with existing tenants that they would be fully moved out, of the property, by Monday pm - with you able to view on the Tuesday am, at the agreed time

When on Tuesday morning, we found that keys had not be left at our branch as agreed, with the previous tenants, we contacted them first thing Monday, whereby they advised, they had, had a last moment, move out, issue and would have keys to us 2pm

Our branch, aware that you were on the road, immediately contacted you to advice of this unexpected problem and offered a 2.30pm appointment, which you accepted. It was unfortunate, that you had already set of from Manchester, but this was out of our control

You were then contacted a little later, to advise that if you were waiting around, we could accommodate you earlier, at the property, at 2.15pm. You chose to still arrive at 2.30pm

Our Durham branch, Lettings Portfolio Manager, Dawn Teggert, met you at the property. As is normal practise for a letting agent, had some basic information from you about your circumstances, but at the property, began to ask additional questions about your eligibility to rent the it i.e.: did you have right of residency in the UK, were you able to provide proper original ID, what was your previous letting history, what was your employment situation, etc. Many of your answers, were not in keeping with our landlords requirements, hence the need, for Dawn to ask more questions

We hope this clarifies our situation. Dawn's customer feedback is in general exceptional, as can be seen by the reviews here and on Facebook Dowen Durham. We are both very sorry, that you felt your experience, was not as such

Ultimately, based on the information you provided to us, the landlord was unable to consider any application, from you

We trust this properly explains the situation and wish you the best of luck, in successfully finding a property to rent, in the Durham area

John Nicholson - Branch Manager - Dowen Durham