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Sep 04,2018
Sep 04,2018
1
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I was a tenant for 4 years with Ace. When I first moved in, I was only given 24 hours to fill out the inventory, meaning I had little time to properly inspect everything. This meant that, among other things, the state of the mattress went unnoticed until after I'd handed the inventory back in. The mattress in question had zero to no life left in it and was covered in questionable stains (almost certainly blood). I had the mattress promptly replaced out of my own pocket.
Over the years I experienced several issues in terms of repairs and maintenance. The biggest issue they persistently neglected was an issue with mould. I complained about it when the issue first started after two years in the property, but I was consistently told it was due to the building's old age, or the cold weather outside, or poor ventilation. The mould first appeared in the summer on the interior wall of my wardrobe and it had affected my personal belongings. I ventilated the entire property on a daily basis, except when severe weather didn't permit. I would find mould in several areas in the flat, and even after spraying the affected areas with mould treatment, the mould would return after a while. I had to resort to some drastic measures, such as never closing the wardrobe doors.
I was later told by neighbours that the flat had previously been affected by mould. I knew then that regardless of what the agents were trying to tell me, it certainly had nothing to do with me! The property needed the be completely treated for the mould!
Another disgraceful issue was when I was left without heating in the bedroom for an entire month after the plumber had to drain a leaky radiator. This occurred just before Christmas, and I was left without heating in my bedroom for one month exactly! When I tried to call the office, it was closed for the holidays and I never got through on the emergency number. As a result, I fell ill and had to move out of the bedroom entirely. I spent a month sleeping at my partner's place or in my living room. When I finally got through after the holidays, they told me the delay was due to the landlord wanting a second quote on the cost of replacing the radiator. CLEARLY THEY ONLY HAD THE LANDLORD'S INTEREST AT HEART!
But here's the kicker; after two separate inspections I had mentioned that the strip lights in the kitchen were starting to go out (ie they would flicker), but that I couldn't figure out how to get the lamp out. On both occasions, the agents couldn't figure it out either and I was promised that they would send an electrician. When the strip lights finally went out, I phoned up and then emailed them to have an electrician send out. They said that they would send one out but that I would be liable for the electrician's costs. THE PROPERTY MANAGERS DID NOT KNOW HOW TO REPLACE THE LAMPS BUT THEY EXPECTED ME TO FIGURE IT OUT ON MY OWN?!?! I ultimately asked an acquaintance to help out for free, and when I was asked by the agent at a later date how I had achieved it, I feigned ignorance. Let them hire an electrician to figure it out...
When I finally gave my notice, emails for repairs went ignored, despite sending them repeatedly. I decided that since I had done my part, they would be liable.
My advice to future tenants would be to save every email correspondance because you never know when you'll have to provide evidence that they are liable and not yourself. I, personally, will do my best to not let from them again.
Over the years I experienced several issues in terms of repairs and maintenance. The biggest issue they persistently neglected was an issue with mould. I complained about it when the issue first started after two years in the property, but I was consistently told it was due to the building's old age, or the cold weather outside, or poor ventilation. The mould first appeared in the summer on the interior wall of my wardrobe and it had affected my personal belongings. I ventilated the entire property on a daily basis, except when severe weather didn't permit. I would find mould in several areas in the flat, and even after spraying the affected areas with mould treatment, the mould would return after a while. I had to resort to some drastic measures, such as never closing the wardrobe doors.
I was later told by neighbours that the flat had previously been affected by mould. I knew then that regardless of what the agents were trying to tell me, it certainly had nothing to do with me! The property needed the be completely treated for the mould!
Another disgraceful issue was when I was left without heating in the bedroom for an entire month after the plumber had to drain a leaky radiator. This occurred just before Christmas, and I was left without heating in my bedroom for one month exactly! When I tried to call the office, it was closed for the holidays and I never got through on the emergency number. As a result, I fell ill and had to move out of the bedroom entirely. I spent a month sleeping at my partner's place or in my living room. When I finally got through after the holidays, they told me the delay was due to the landlord wanting a second quote on the cost of replacing the radiator. CLEARLY THEY ONLY HAD THE LANDLORD'S INTEREST AT HEART!
But here's the kicker; after two separate inspections I had mentioned that the strip lights in the kitchen were starting to go out (ie they would flicker), but that I couldn't figure out how to get the lamp out. On both occasions, the agents couldn't figure it out either and I was promised that they would send an electrician. When the strip lights finally went out, I phoned up and then emailed them to have an electrician send out. They said that they would send one out but that I would be liable for the electrician's costs. THE PROPERTY MANAGERS DID NOT KNOW HOW TO REPLACE THE LAMPS BUT THEY EXPECTED ME TO FIGURE IT OUT ON MY OWN?!?! I ultimately asked an acquaintance to help out for free, and when I was asked by the agent at a later date how I had achieved it, I feigned ignorance. Let them hire an electrician to figure it out...
When I finally gave my notice, emails for repairs went ignored, despite sending them repeatedly. I decided that since I had done my part, they would be liable.
My advice to future tenants would be to save every email correspondance because you never know when you'll have to provide evidence that they are liable and not yourself. I, personally, will do my best to not let from them again.
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Address
Ace Property Management Ltd
175 Bruntsfield Place
Edinburgh
City of Edinburgh
EH10 4DG
0131 229 4400
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 100% | 100% | £300,000 | £300,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 27 | 1 | 29 | 11 | 5 | 0 | 0 | 0 | 2 | 3 |
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Dec 09,2024
Dec 09,2024
0
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I am not someone who typically writes reviews, but my experience with Ace Property Management Solutions has been so shockingly awful that I feel compelled to warn others. Based on my personal interactions and observations, I cannot understand how the overwhelmingly positive reviews for this ...
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Feb 19,2024
Feb 19,2024
0
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I want to take this opportunity to thank Ace Property for the awesome work it is doing to help tenants.
I want to appreciate Sandie and Alan for the good work they are doing and their customer service is second to none. I will encourage ...
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Mar 16,2022
Mar 16,2022
1
people found
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I've had a good experience with Ace Property Management during my short stay in their property.
People are helpful and cooperative. Their process is simple and help is provided whenever needed. Good job, keep it up!...
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Jan 24,2022
Jan 24,2022
2
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Would give zero stars if I could the agent Marcus was horrendous in his communication and has a shocking level of knowledge about the procedures maybe he is young and inexperienced but he is not up to job. He is also arrogant and speaks in ...
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Jan 25, 2022
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It is with real regret that we find ourselves in a position where we are left with no option but to robustly respond to comments that have been posted online.
We, as a firm, fully appreciate the frustration currently being experienced by many searching for a flat to rent in Edinburgh. It is even more exasperating for those who hope that they have secured a property, only to have the application rejected for whatever reason.
We as letting agents do not take lightly our role and the associat ...
Sep 24,2019
Sep 24,2019
2
people found
this helpful
this helpful
Have had Edinburgh estate agents for years but this is by far the worst experience.
They do not reply to your emails ever so you have to sort out things as well. And while all estate agents are bad for taking your deposit for tiny ...
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Nov 13,2018
Nov 13,2018
1
people found
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this helpful
I do not know how I would have got through the process of selling and buying without the help of the staff at Ace Property, especially Ian Gray. Having not moved house for over 20 years, I was somewhat out of touch, and the guidance and ...
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Comment on agent fees
Very fairly priced.
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Nov 05,2018
Nov 05,2018
1
people found
this helpful
this helpful
I'm weary of letting agents as I've had some bad experiences in the past, however Ace Property have been excellent throughout my 4 year tenancy. On every occasion they responded promptly to any issues that I raised with the flat. When needed repairs were scheduled in ...
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Oct 20,2018
Oct 20,2018
1
people found
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this helpful
I'd just like to say thank you to everyone at ACE. I rented a property through you for nearly five years and I can honestly say that during this time everything from beginning to end was done with efficiency and professionalism. I'd like to mention ...
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Oct 10,2018
Oct 10,2018
1
people found
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this helpful
From day one to termination of renting a flat through Ace Property at Bruntsfield Place the whole process went very smoothly. I rented for over two years. I found all staff to be helpful and friendly. I had very few problems with my flat but ...
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Oct 04,2018
Oct 04,2018
1
people found
this helpful
this helpful
1st Class Service - highly recommended, Ace has made this rental process very seem less and easy from a landlord point of view, advertising it, doing viewings, verifying suitability of potential tenants, taking payments and deposits! The team in ACE really helpful, nothing is too ...
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Comment on agent fees
Very reasonable
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Sep 04,2018
Sep 04,2018
1
people found
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I was a tenant for 4 years with Ace. When I first moved in, I was only given 24 hours to fill out the inventory, meaning I had little time to properly inspect everything. This meant that, among other things, the state of the mattress went unnoticed ...
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Comment on agent fees
Bad
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Sep 05, 2018
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Dear Maryah (Anon!),
I am disappointed to read your review.
Throughout your tenancy we endeavoured to work with you and repair any issues as quickly as possible.
I am not going to detail a response on every issue however i will clarify that you as a tenant are expected to change light bulbs. I'll leave it there!
Please feel free to contact me directly if you would like to discuss anything else [email protected]
I wish you all the best in the future
Alan Nash
Director ...
Aug 31,2018
Aug 31,2018
2
people found
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this helpful
Did not communicate the original reason for not wanting to contact a plumber straight away (needing to contact the landlord / presumably the cost to pay to call out a plumber). Making the tenant pay for a 'do it yourself' fix, and use their time for ...
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Sep 05, 2018
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Thank you for the feedback Anonymous.
I presume this is a tenant of ACE Property in a property on Lauriston Place. This may even be the boyfriend of a tenant that is not on the lease that tried to tell one of my team members how to do their job on Friday 31st August.
Reported issue - blocked drain - NOT an emergency call out.
Once the tenants had tried drain unblocker and made every effort to unblock the issue themselves without success a plumber was sent and the problem was fixed same ...
Aug 24,2018
Aug 24,2018
1
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this helpful
Good service from all at Ace - they managed a large flat helpfully, with prompt responses. Thanks to all and goodbye!...
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Jun 27,2018
Jun 27,2018
0
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I applied to view a flat last week. After being told I should view the flat on Wednesday 21st June 2018 (a date which DOESN'T EXIST) we phoned to enquire. We were told that we should view the flat on Wednesday 27th June 2018 (today at 16:30). Unfortunately ...
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?
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Jun 28, 2018
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Thank you for your feedback. I apologise for the poor service you received. This is not acceptable.
i will review internally and push our team to improve communication standards throughout the business to ensure this does not happen again.
The property has been taken. Some websites unfortunately do not remove adverts immediately.
Alan Nash
Director ...
Jan 22,2018
Jan 22,2018
2
people found
this helpful
this helpful
Finding the right rental property isn't easy, especially when trying to juggle my day job and travelling with viewing potential places of interest. Amie has been terrific, from the out set, in supporting me to identify somewhere, in arranging the viewings and then in getting ...
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N/A
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Jan 19,2018
Jan 19,2018
1
people found
this helpful
this helpful
We have been really impressed with ACE Property Management throughout this process. Not only has Amie being incredibly efficient and helpful at every stage, her friendliness and enthusiasm has fuelled to our excitement and made this an even more enjoyable experience for us as a ...
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Dec 04,2017
Dec 04,2017
1
people found
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this helpful
This agency is professional and friendly.
From the viewing and all communication there after I found Ace property to be courteous, friendly and professional. Their response rate to all my queries were fast and helpful.
I really appreciated all their help and the family feel ...
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Oct 30,2017
Oct 30,2017
1
people found
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this helpful
We have been renting a property from Ace Property for 1.5 years. In this time we have had only positive experiences with all staff, but especially Charlie, who has responded to any issues or matters arising with sincerity, efficency and professionalisim. It had been a pleasure. ...
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Oct 26,2017
Oct 26,2017
1
people found
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this helpful
Very friendly and helpful throughout the signing process. Amie answered all of our questions without any problems at all and everything was wrapped up very quickly!...
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Sep 27,2017
Sep 27,2017
1
people found
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this helpful
Ace have been absolutely fantastic with us over the past few years. We have leased our property with them for over 5 years and always had tenants. If there have ever been any issues with the flat they have been able to get them sorted very ...
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Comment on agent fees
Good
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Sep 26,2017
Sep 26,2017
1
people found
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this helpful
I cannot recommend Ian Gray and the Ace Property Sales team enough. The service I received was exceptional. Nothing was too much trouble. Everything was dealt with professionally and efficiently and a difficult situation for me was made so much easier....
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Comment on agent fees
Good / Fair
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Sep 10,2017
Sep 10,2017
2
people found
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this helpful
We asked many things before visiting our reserved flat. But she listened carefully and helped as possible as she could.
Thank you for everything....
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Sep 01,2017
Sep 01,2017
1
people found
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this helpful
I had the opportunity to rent a flat from Ace from January 2014 to April 2015. My wife and I had the best of services from Ace. With our history of renting flats for the last 10 years, Ace has been the best we dealt with.
They looked ...
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Comment on agent fees
I did not pay any agency fees
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Aug 30,2017
Aug 30,2017
1
people found
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this helpful
Excellent and super-professional services.
The staff of this agency is very friendly, and they get the job done. It's been a wonderful month spent in one of their managed properties in Edinburgh during the Fringe Festival. I can honestly say these guys are ace. Highly ...
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Aug 10,2017
Aug 10,2017
1
people found
this helpful
this helpful
ACE acted as both our letting agents and estate agent when we decided to sell the property , and I was impressed by both aspects of their services. I found all staff helpful, friendly, professional and efficient. Wendy was particularly helpful with several issues we had ...
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Comment on agent fees
Good
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Jul 25,2017
Jul 25,2017
1
people found
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this helpful
I was a tenant with this agency from 2016-2017 and overall, it was the best experience I've ever had. Although there were the normal issues with having things in the flat malfunction (lightbulbs, washing machine, etc.) my requests for these to be fixed were attended ...
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Comment on agent fees
GOOD
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Jul 11,2017
Jul 11,2017
1
people found
this helpful
this helpful
We rented a property from ACE for seven years, and found them helpful, courteous, approachable, professional, and fair. Problems were dealt with quickly, although we didn't have many at all. ACE were great letting agents in that they trusted us, as long-term tenants, and worked ...
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May 25,2017
May 25,2017
1
people found
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this helpful
We lived for 1.5 years in a property rented from ACE PM. We experienced a very honest evaluation of the lease price vs. the property comfort, location and market conditions. Furthermore, we received the property in very clean state and with the white goods in good ...
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Comment on agent fees
Reasonable.Fair. Competitive
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May 09,2017
May 09,2017
1
people found
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this helpful
The best letting agency I have ever rented from. They reply instantly and follow up on enquiries. Friendly staff and always willing to help....
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Mar 22,2017
Mar 22,2017
1
people found
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this helpful
Made the process of letting my flat painless and found suitable tenants extremely quickly. Any queries/ issues were dealt with promptly....
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Comment on agent fees
Reasonable.......same as most other agents.
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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 2:42 PM 02/07/2018 by allAgents
I am disappointed to read your review.
Throughout your tenancy we endeavoured to work with you and repair any issues as quickly as possible.
I am not going to detail a response on every issue however i will clarify that you as a tenant are expected to change light bulbs. I'll leave it there!
Please feel free to contact me directly if you would like to discuss anything else [email protected]
I wish you all the best in the future
Alan Nash
Director