50% sales valuation accuracy
100% sales fee satisfaction
Aug 03,2018
Aug 03,2018
0
people found
this helpful
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I met Dean at the property and told him whilst in the flat that I wanted to go ahead but needed to move in on the Monday 23rd July as that was the day I needed to vacate my current property. He said that the landlord was flexible and could vacate for that time and was buying from their branch so he could track the sale and update me.
We agreed on the 22nd to move even though that was a Sunday and of course branch was closed!
I told dean that I would like to collect the keys on the 23rd after work and move in then.
I called Dean no less than twelve times over the next three weeks and often had to call him two/three times to speak to him as he was always busy or on the phone and never returned calls.
On Thursday the 19th, twoworking days before I should have moved dean actually called me for the first time in the morning to say that landlord needed more time and couldnt vacate for the weekend.
I reminded dean of the reason I needed on the Monday and he said there nothing he could do.
When I asked for his line manager details to escalate the matter he said that he busy and couldn't provide those details until the afternoon even though I was now faced with nowhere to live a few days later.
Age I called back some fourth minutes later to get his manager details from another member of staff as he was again busy I was told that dean was on the phone to his manager, no doubt to cover his back.
At the same time I called Barnard Marcus complaints team who told me that their policy was to responded to complaints within 15 working days, I'm explained my situation and suggested that I couldn't really wait that long in the circumstances and was told that if I emailed them a copy of the complaint she might try to escalate my case. Some four weeks later the complaints team hasn't even had the decency to acknowledge my email.
It took two working days for the area sales manager to call me, he explained that he too was busy and hadn't had read my email but 'asked if I could fill him in'!
I suggested that he take the time to read my email and we discuss the matter the following day and he said he would call me around 12pm. Of course he called around 4pm which gave me the impression again that customer care even when dealing with complaints isn't a priority to the company.
I found a vacant propert6 the next week and get the keys tomorrow.
Overall I've found the level of service provided by dean to me to be very poor indeed and also know that he has lied obout what he actually did to update me during the course of my trying to rent through the Epsom branch of Barnard Marcus.
My experience is a very poor one and I can't believe that it is an isolated one.
I wouldn't recommend this branch to anyone at all given how I was dealt with.
In short, uncaring and unprofessional plus a liar to cover his incompetence. Do not use!
We agreed on the 22nd to move even though that was a Sunday and of course branch was closed!
I told dean that I would like to collect the keys on the 23rd after work and move in then.
I called Dean no less than twelve times over the next three weeks and often had to call him two/three times to speak to him as he was always busy or on the phone and never returned calls.
On Thursday the 19th, twoworking days before I should have moved dean actually called me for the first time in the morning to say that landlord needed more time and couldnt vacate for the weekend.
I reminded dean of the reason I needed on the Monday and he said there nothing he could do.
When I asked for his line manager details to escalate the matter he said that he busy and couldn't provide those details until the afternoon even though I was now faced with nowhere to live a few days later.
Age I called back some fourth minutes later to get his manager details from another member of staff as he was again busy I was told that dean was on the phone to his manager, no doubt to cover his back.
At the same time I called Barnard Marcus complaints team who told me that their policy was to responded to complaints within 15 working days, I'm explained my situation and suggested that I couldn't really wait that long in the circumstances and was told that if I emailed them a copy of the complaint she might try to escalate my case. Some four weeks later the complaints team hasn't even had the decency to acknowledge my email.
It took two working days for the area sales manager to call me, he explained that he too was busy and hadn't had read my email but 'asked if I could fill him in'!
I suggested that he take the time to read my email and we discuss the matter the following day and he said he would call me around 12pm. Of course he called around 4pm which gave me the impression again that customer care even when dealing with complaints isn't a priority to the company.
I found a vacant propert6 the next week and get the keys tomorrow.
Overall I've found the level of service provided by dean to me to be very poor indeed and also know that he has lied obout what he actually did to update me during the course of my trying to rent through the Epsom branch of Barnard Marcus.
My experience is a very poor one and I can't believe that it is an isolated one.
I wouldn't recommend this branch to anyone at all given how I was dealt with.
In short, uncaring and unprofessional plus a liar to cover his incompetence. Do not use!
Comment on agent fees
The initial fee of £500 was refunded in full a few days after I found another property through another agent after agreement with the area sales manager
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Latest Reviews
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3rd Aug 2018
reviewed by 'Mr'
31st May 2012
reviewed by 'Carol'
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 50% | 100% | £500,000 | £525,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 1 | 0 | 0 | 1 | 1 | 1 | 0 | 1 | 0 | 1 |
Areas covered
- KT19
- KT17
- KT9
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Sep 03,2021
Sep 03,2021
0
people found
this helpful
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Where do I begin. Absolutely horrendous service.
Signed up on good faith as I assumed that they were the leading agent.
- Misled us into a sole contract for 20 weeks although only one party signed
- Haven’t generated one offer or even discussed negotiating ...
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Sep 03,2021
Sep 03,2021
1
people found
this helpful
this helpful
Where do I begin. Absolutely horrendous service.
Signed up on good faith as I assumed that they were the leading agent.
- Misled us into a sole contract for 20 weeks although only one party signed
- Haven't generated one offer or even discussed negotiating the ...
read full review
read full review
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Jul 27,2021
Jul 27,2021
2
people found
this helpful
this helpful
I was unlucky to be purchasing a house through their Ewell branch. Lies from day one, to start they refused to pass my offer onto the seller saying it's too low. The property was left on the market for a week after my offer was ...
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Aug 03,2018
Aug 03,2018
0
people found
this helpful
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I met Dean at the property and told him whilst in the flat that I wanted to go ahead but needed to move in on the Monday 23rd July as that was the day I needed to vacate my current property. He said that the ...
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read full review
Comment on agent fees
The initial fee of £500 was refunded in full a few days after I found another property through another agent after agreement with the area sales manager
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Dec 01,2014
Dec 01,2014
3
people found
this helpful
this helpful
What could have been a very difficult and protracted house sale was managed fantastically by Daniel and Michael. They took ownership of the process and showed great initiative and determination to push the entire chain to contract Exchange, despite a few road blocks along the ...
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Comment on agent fees
The team earned every penny!
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May 31,2012
May 31,2012
1
people found
this helpful
this helpful
I have already used Bernard Marcus before to let and manage one of my property. When I was looking to purchase another property, Jo and Jill (Sales manager) took me to view a selection of BTL property and gave me their professional view on each ...
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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.
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Last updated at 1:04 PM 06/08/2018 by Amy Hull
