100% sales valuation accuracy
100% sales fee satisfaction
Nov 02,2018
Nov 02,2018
7
people found
this helpful
this helpful
I can't express in words how disappointed I was by the service I received through Foxtons and the negative impact their actions had on my tenancy and my life.
I had often heard bad things about them in the past and so when I happened to find a house that was absolutely perfect for me, I was very conflicted.
Eventually, despite being warned about them by friends to avoid them, the house was simply too good to turn down.
However, during my tenancy there were so many incidents that caused turmoil. However, perhaps the two that were the most unsettling and damaging were:
1. They lost a set of our house keys, falsely blamed us for losing them - and then never replaced them or changed the locks, leaving our property insecure for the duration of the tenancy.
2. Their staff told us vital misinformation about our contract that cost me 1000s of pounds, forced my housemates to move out and irreparably damaged our relationship with our landlord
To their credit - their sales team are absolutely determined to get the deal done, no doubt to get the commission with other agents now circling.
However, as soon as we'd paid our fees - we quickly became 2nd class citizens and yesterday's news. We all submitted our references weeks before moving in and then heard nothing from Foxtons.
We completed all the other various bits of paperwork and yet we only found out a day or before we moved in that they we hadn't submitted a couple of documents.
At which point, we were hounded for these and threatened that if we did not get these then we wouldn't be allowed the keys to the property when we moved in.
After a day of panicking and having to try and frantically now chase our own references (upon their request) - we then finally got the go-ahead to move-in.
We started moving in one by one into our new house and it was only when the final member of our house moved in, it became apparent that we were one key short.
Whilst 4 keys had been left with Foxtons and signed for, there was now only 3. This obviously caused a tremendous amount of inconvenience for us as we settled into our new property as we now had to ensure someone was in to let our final member of our house in everyday.
We were assured that an investigation was being undertaken by the manager. However, within a few days of communicating via phone to Foxtons - we learned to our dismay that we were being cast as having lost the missing key.
We fought this clearly and it was only a few days later that the Foxton team finally admitted that they must have been the ones who lost the key.
Despite this admission, no apology for the incorrect allocation of blame was forthcoming. Likewise, when we asked what they were going to do about the situation, we found that the issue seemed not to be receiving the urgency we felt this should be treated with and we received very little (if any) in terms of updates from the Foxtons team.
Eventually we felt forced to visit the Foxtons office in person on multiple occasions to encourage a resolution to this. At this stage, we were told that the key must reside within the office and that it was simply a case of locating what happened to it.
Despite these several visits, Foxtons' search was fruitless and no offer was made to make amends for their fault or replace the lock.
This meant that the landlord to help out, provided a spare key that was held by a close friend. The key was never been replaced by Foxtons and the missing key proved to be a continual source of great concern by my housemates, given that it effectively meant that the security of the house was effectively compromised.
Vital Misinformation
Rather unfortunately, in the middle of our tenancy, I learned that my girlfriend's parents who had been married for over 25 years had separated due to adultery, and that her father had eloped.
My girlfriend, heartbroken and unable to financially support her disabled mother - asked me to move in with her to help her meet the new financial demands placed upon her and support her in her new circumstances as soon as possible.
I agreed and promised to move in as soon as I could possibly move out as I would not be able to financially afford to pay 2 rents.
I spoke to my housemates at the time to explain my intention to move out and they all were supportive of my decision and indicated no desire to do the same.
With this being the case, I was hugely confident that I would be able to move out within 2-3 weeks (at the very latest) as I would only need to replace one room and one place in the contract.
I spoke to the landlords to explain my situation and they were also fully supportive and had no qualms with the change of occupancy.
However, things took a turn for the worst when I spoke to a member of Foxtons team regarding our change of occupancy to learn about the process and begin taking initial steps.
A member of their team explained to me over the phone that if I would be able to find an individual to replace myself, the landlord agreed to the change, references were approved and a fee was paid - that this could be done.
However, what I was not expecting was to be told that if I were to complete this change of occupancy that no further changes of occupancy would be able to be completed for a further 6 months.
Whilst I didn't remember this caveat, I trusted the information I was provided (and the conviction with which I was told it). As such, I felt obliged to tell my housemates about this, knowing that it could adversely affect them, and restrict their ability to move in the future.
After telling my housemates of the new development, 2 of my fellow tenants were understandably concerned about being locked into the contract for a further 6 months and so reconsidered their original position, both deciding within a week to also move out.
This hugely complicated the situation as it meant that we would now need to fill 3 rooms and agree on a common timeline for the move-out date, so that the change could be completed together.
My fellow tenants would also need to find new houses for themselves and so this would invariably add considerably to the time it would take. â¨
The landlords when they found out that 3 tenants now wished to move out, also transformed their attitude towards the change of occupancy - as this was a far bigger ask of them and created a large amount of uncertainty.
From having 3 established tenants remaining that they knew and trusted, they now faced the prospect of almost effectively a new house. Inevitably, they then need to deliberate considerably over whether to accept the change.
With all these delays, it became clear that the soonest all parties would even consider the move-out date now 2 months later than I originally hoped.
This meant that I was forced to pay over 2 months rent (£1000s worth) and it caused a huge amount of distress to myself and my girlfriend, as I was unable to move in with her to support her through this difficult time.
In frustration, I began looking through our tenancy contract, Foxton's policies to find out where this 6 month clause had come from. When I could not seem to find any basis, I phoned Letting Support and spoke to the same member of staff once again to clarify this point. Once again, she affirmed this clause and would send me an email with the details.
However, within 5 minutes she rang me back after a conversation with a colleague saying that she had made a mistake and that the previous information I was given was wrong.
It goes without saying that I'm sure you can imagine my absolute horror that this situation had been created from a member of the Foxton's team feeding me misinformation.
All I received for this error was a simple one line apology in an email saying âMy sincere apologies for the incorrect information earlier given.â
The landlords understandably were disappointed that my housemates had moved out too - so much so that they then took on a very different tone, for the rest of the occupancy change, they refused to speak to us directly and nearly refused to grant us permission to go ahead with the change.
This was extremely close to causing the whole occupancy to collapse. Yet even when this disaster was unfolding - we received very little help from Foxtons to smooth things out and I was left eventually to make a direct 11th hour plea to the landlord to go through with the change.
However, despite their eventual agreement - they were so upset that they imposed a whole new set of unfavourable conditions on the new tenants that would be taking our place, that would in effect lock them into the contract for 2 years.
Whilst this eventually got resolved, the stress and anxiety by this stage had taken a severe toll on my mental health.
For well over a week, I lost my appetite, was unable to sleep and even experienced heart palpitations - exacerbated by the lack of help, co-operation and support I received from Foxtons throughout this saga which was certainly in part caused by the misinformation I received.
Whilst I'm going through a complaint proceeding with them - I hope my story can act as a warning to any individual who is thinking of renting with Foxtons.
I had often heard bad things about them in the past and so when I happened to find a house that was absolutely perfect for me, I was very conflicted.
Eventually, despite being warned about them by friends to avoid them, the house was simply too good to turn down.
However, during my tenancy there were so many incidents that caused turmoil. However, perhaps the two that were the most unsettling and damaging were:
1. They lost a set of our house keys, falsely blamed us for losing them - and then never replaced them or changed the locks, leaving our property insecure for the duration of the tenancy.
2. Their staff told us vital misinformation about our contract that cost me 1000s of pounds, forced my housemates to move out and irreparably damaged our relationship with our landlord
To their credit - their sales team are absolutely determined to get the deal done, no doubt to get the commission with other agents now circling.
However, as soon as we'd paid our fees - we quickly became 2nd class citizens and yesterday's news. We all submitted our references weeks before moving in and then heard nothing from Foxtons.
We completed all the other various bits of paperwork and yet we only found out a day or before we moved in that they we hadn't submitted a couple of documents.
At which point, we were hounded for these and threatened that if we did not get these then we wouldn't be allowed the keys to the property when we moved in.
After a day of panicking and having to try and frantically now chase our own references (upon their request) - we then finally got the go-ahead to move-in.
We started moving in one by one into our new house and it was only when the final member of our house moved in, it became apparent that we were one key short.
Whilst 4 keys had been left with Foxtons and signed for, there was now only 3. This obviously caused a tremendous amount of inconvenience for us as we settled into our new property as we now had to ensure someone was in to let our final member of our house in everyday.
We were assured that an investigation was being undertaken by the manager. However, within a few days of communicating via phone to Foxtons - we learned to our dismay that we were being cast as having lost the missing key.
We fought this clearly and it was only a few days later that the Foxton team finally admitted that they must have been the ones who lost the key.
Despite this admission, no apology for the incorrect allocation of blame was forthcoming. Likewise, when we asked what they were going to do about the situation, we found that the issue seemed not to be receiving the urgency we felt this should be treated with and we received very little (if any) in terms of updates from the Foxtons team.
Eventually we felt forced to visit the Foxtons office in person on multiple occasions to encourage a resolution to this. At this stage, we were told that the key must reside within the office and that it was simply a case of locating what happened to it.
Despite these several visits, Foxtons' search was fruitless and no offer was made to make amends for their fault or replace the lock.
This meant that the landlord to help out, provided a spare key that was held by a close friend. The key was never been replaced by Foxtons and the missing key proved to be a continual source of great concern by my housemates, given that it effectively meant that the security of the house was effectively compromised.
Vital Misinformation
Rather unfortunately, in the middle of our tenancy, I learned that my girlfriend's parents who had been married for over 25 years had separated due to adultery, and that her father had eloped.
My girlfriend, heartbroken and unable to financially support her disabled mother - asked me to move in with her to help her meet the new financial demands placed upon her and support her in her new circumstances as soon as possible.
I agreed and promised to move in as soon as I could possibly move out as I would not be able to financially afford to pay 2 rents.
I spoke to my housemates at the time to explain my intention to move out and they all were supportive of my decision and indicated no desire to do the same.
With this being the case, I was hugely confident that I would be able to move out within 2-3 weeks (at the very latest) as I would only need to replace one room and one place in the contract.
I spoke to the landlords to explain my situation and they were also fully supportive and had no qualms with the change of occupancy.
However, things took a turn for the worst when I spoke to a member of Foxtons team regarding our change of occupancy to learn about the process and begin taking initial steps.
A member of their team explained to me over the phone that if I would be able to find an individual to replace myself, the landlord agreed to the change, references were approved and a fee was paid - that this could be done.
However, what I was not expecting was to be told that if I were to complete this change of occupancy that no further changes of occupancy would be able to be completed for a further 6 months.
Whilst I didn't remember this caveat, I trusted the information I was provided (and the conviction with which I was told it). As such, I felt obliged to tell my housemates about this, knowing that it could adversely affect them, and restrict their ability to move in the future.
After telling my housemates of the new development, 2 of my fellow tenants were understandably concerned about being locked into the contract for a further 6 months and so reconsidered their original position, both deciding within a week to also move out.
This hugely complicated the situation as it meant that we would now need to fill 3 rooms and agree on a common timeline for the move-out date, so that the change could be completed together.
My fellow tenants would also need to find new houses for themselves and so this would invariably add considerably to the time it would take. â¨
The landlords when they found out that 3 tenants now wished to move out, also transformed their attitude towards the change of occupancy - as this was a far bigger ask of them and created a large amount of uncertainty.
From having 3 established tenants remaining that they knew and trusted, they now faced the prospect of almost effectively a new house. Inevitably, they then need to deliberate considerably over whether to accept the change.
With all these delays, it became clear that the soonest all parties would even consider the move-out date now 2 months later than I originally hoped.
This meant that I was forced to pay over 2 months rent (£1000s worth) and it caused a huge amount of distress to myself and my girlfriend, as I was unable to move in with her to support her through this difficult time.
In frustration, I began looking through our tenancy contract, Foxton's policies to find out where this 6 month clause had come from. When I could not seem to find any basis, I phoned Letting Support and spoke to the same member of staff once again to clarify this point. Once again, she affirmed this clause and would send me an email with the details.
However, within 5 minutes she rang me back after a conversation with a colleague saying that she had made a mistake and that the previous information I was given was wrong.
It goes without saying that I'm sure you can imagine my absolute horror that this situation had been created from a member of the Foxton's team feeding me misinformation.
All I received for this error was a simple one line apology in an email saying âMy sincere apologies for the incorrect information earlier given.â
The landlords understandably were disappointed that my housemates had moved out too - so much so that they then took on a very different tone, for the rest of the occupancy change, they refused to speak to us directly and nearly refused to grant us permission to go ahead with the change.
This was extremely close to causing the whole occupancy to collapse. Yet even when this disaster was unfolding - we received very little help from Foxtons to smooth things out and I was left eventually to make a direct 11th hour plea to the landlord to go through with the change.
However, despite their eventual agreement - they were so upset that they imposed a whole new set of unfavourable conditions on the new tenants that would be taking our place, that would in effect lock them into the contract for 2 years.
Whilst this eventually got resolved, the stress and anxiety by this stage had taken a severe toll on my mental health.
For well over a week, I lost my appetite, was unable to sleep and even experienced heart palpitations - exacerbated by the lack of help, co-operation and support I received from Foxtons throughout this saga which was certainly in part caused by the misinformation I received.
Whilst I'm going through a complaint proceeding with them - I hope my story can act as a warning to any individual who is thinking of renting with Foxtons.
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Opening Hours
Address
Foxtons
55 Wimbledon Hill Road
Wimbledon,London
Greater London
SW19 7QW
020 8605 2900
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 100% | 100% | £265,000 | £765,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 2 | 1 | 7 | 14 | 6 | 0 | 2 | 0 | 5 | 1 |
Areas covered
- SW19
- SW20
- SM4
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Feb 03,2024
Feb 03,2024
4
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i took a appointment Wimbledon brunch .
His name is Zak Anwar dont work with him. He cancel two time appointment. He did not give any excuse. He wrote just he has to cancel. My appointment was 3pm . He cancelled 2 pm .What a prefessional company....
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Feb 03, 2024
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(1)
First I took appointment at 01 February Thursday 6pm and they cancelled 3 hours before appointment time. They scheduled new meeting 03 February 3pm. Incredibly they cancelled again new appointment 45 min before and I was already arrive the location. I came from 1hr far away just for nothing.Sales advisor Zak Anwar from Wimbledon branch really disappointed me and I never gonna work with Foxtons again. ...
Feb 27,2023
Feb 27,2023
1
people found
this helpful
this helpful
Foxtons Wimbledon have been appalling in their treatment of my daughter and her flatmates. Almost a month into a tenancy, the flat is dirty and dangerous with faulty electrics. And despite dozens of emails and phonecalls, Foxtons DO ABSOLUTELY NOTHING. They are in breach of ...
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Jan 11,2022
Jan 11,2022
4
people found
this helpful
this helpful
If I could give Foxtons less than one star… I deeply regret having rented a property in SW London with them. Here is a short version of a long story. Details are available if Foxtons management is interested.
We became interested in a property and ...
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Jun 26,2021
Jun 26,2021
3
people found
this helpful
this helpful
How can I put under 0 stars?
Shocking! I can only describe like that. First and last time I use foxtons, never ever again.
Booked a viewing for a flat; email confirmation arrived. Meeting point at office and was weird...asking if we could meet at ...
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Jul 29,2020
Jul 29,2020
2
people found
this helpful
this helpful
From the beginning of my tenancy to the end, Foxtons have been unreliable and extremely disappointing. The rental agent made promises that were not kept. Email correspondence was never answered timeously. Staff were unresponsive and unapologetic when anything was raised....
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Sep 25,2019
Sep 25,2019
1
people found
this helpful
this helpful
Rude, pushy, and useless. Didn't leave us alone when trying to renew our tennency but wouldn't deal with us when we tried to get our £2.5k deposit returned despite agreeing on deductions. Still not returned 3 weeks after leaving the property....
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Nov 02,2018
Nov 02,2018
7
people found
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this helpful
I can't express in words how disappointed I was by the service I received through Foxtons and the negative impact their actions had on my tenancy and my life.
I had often heard bad things about them in the past and so when I happened ...
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Dec 06,2017
Dec 06,2017
4
people found
this helpful
this helpful
The day I was supposed to get the keys for my apartment I've been told that even though I paid the first month of rent and the deposit (3500£ of deposit!!!) they couldn't give me the keys because they still had to process the payment. To ...
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Aug 21,2017
Aug 21,2017
3
people found
this helpful
this helpful
I was unable to view the house I let in person because I arranged it from abroad. The photos they showed me were misleading, and the house was damaged, dirty, and mouldy. My cat did cause some damage to a carpet, which I was happy ...
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Comment on agent fees
Fine
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Mar 16,2016
Mar 16,2016
0
people found
this helpful
this helpful
Very impressed by the service and level of professionalism we received from our agent Vincent. He was extremely knowledgeable of the area we were searching in and made us feel at ease with his answers to our important questions.
Would not hesitate to recommend him ...
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Comment on agent fees
Good
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Mar 14,2016
Mar 14,2016
0
people found
this helpful
this helpful
Our treatment by Wimbledon Foxtons Branch,and particularly Jarryd Reay, was absolutely brilliant. They respected the fact that I work in a hospital and can't accept calls during work hours and contacted me via email which was preferable. Jarryd took time to sort through the ...
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Comment on agent fees
On the higher end
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Jan 26,2015
Jan 26,2015
0
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Hi
I bought a property in Wimbledon from your sales agent, Tom Cope. I've bought quite a few properties in the past, and was extremely impressed with the service and assistance offered by Tom. He was very professional, always honest and a pleasure to have ...
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Dec 09,2014
Dec 09,2014
0
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Simon Darville's assistance in my property search was extremely professional and considerate enabling me to find a suitable property for purchase within the week of my stay in London. He also assisted me in finding very good professionals to assist me with the process of ...
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Aug 08,2014
Aug 08,2014
0
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I am grateful to the foxtons team for their excellent work and help with sale of my property. They worked hard and ensured that i was kept updated all the time. Special thanks to Tom cope for going out of way on occasions to help ...
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Jul 14,2014
Jul 14,2014
5
people found
this helpful
this helpful
Please do not use this agent to rent out your property. I did and wasted thousands of pounds as a consequence. They may have a nice office with "free drinks" and they may drive nice cars, but that is about it. All they care about ...
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What agent could do to change your mind?
They will not be able to change my mindAttached Filesnbsp;
Comment on agent fees
Very high and not justified for their complete lack of customer service
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Jun 11,2014
Jun 11,2014
0
people found
this helpful
this helpful
Simon's experience, professionalism and sound advise have been invaluable to us (especially in the more stressful times), and we could not be happier with the outcome. We accepted an offer after having the property on the market for less than a week, and achieved over ...
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Apr 10,2014
Apr 10,2014
0
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this helpful
Oliver was outstanding through the whole process. We first contacted him two years ago to value our property as a neighbour made an offer. We also had two other agents do a valuation. We decided not to sell at that stage yet Oliver was the ...
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Dec 20,2013
Dec 20,2013
6
people found
this helpful
this helpful
From the very start I was wary about using Foxtons due to their terrible reputation. And Adrienne lived up to the worst of my expectations. She was always stroppy and frankly a little rude from the start. She tried to get me to see properties ...
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What agent could do to change your mind?
Her attitude was completely wrong from the start. She appeared stroppy and didn't listen to my requirements despite giving them to her several times. She didn't seem interested in renting me the correct property, just about getting commission. Then refusing to even give me the addresses of the properties until she took me there was just a joke! Clearly trying to protect her commission again.Attached Filesnbsp;
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Dec 12,2013
Dec 12,2013
0
people found
this helpful
this helpful
Overall good rating. Foxtons managed the property and responded to all issues raised. Once Foxtons left us with blocked communal pipe as they could not contact landlord / building managers due to bank holiday weekend, however they have compensated us financially for the inconvenience, which I ...
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Sep 09,2013
Sep 09,2013
1
people found
this helpful
this helpful
I recently used Foxtons to sell a property and was very pleased with the service I received. The staff were always very courteous and professional, and I felt were always doing the best they could to ensure the sale went through smoothly. When issues came ...
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Aug 16,2013
Aug 16,2013
14
people found
this helpful
this helpful
When viewing the property the agent was more than helpful, once we had our offer accepted it all started.
One email demanding 6 weeks deposit and first months rent upfront paid within a week, not had this with other agencies so were caught a little off ...
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What agent could do to change your mind?
Been more honest and up front, charged less, been more professional and less devious.Attached Filesnbsp;
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Jul 29,2013
Jul 29,2013
1
people found
this helpful
this helpful
What a great experience in using the Foxtons Wimbledon team to sell our house - highly professional and communicative throughout and consistently pushing through what is always a tough process - no roadblock was an issue!
I highly recommend these guys - a bit more ...
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Jul 09,2013
Jul 09,2013
10
people found
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this helpful
I emailed Foxtons with the aim of finding a new rental property. I received a very prompt phone call from Ben, who was hugely enthusiastic. I became wary when he referred to the 'hairs on the back of my neck standing up' when He would ...
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What agent could do to change your mind?
Just be more honest, and cut all the bull. Be genuine, people respond to that. And consider your fees for tenants - ‚£500+ is extortionate.Attached Filesnbsp;
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Jun 19,2013
Jun 19,2013
0
people found
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this helpful
I walked into the Wimbledon office of Foxtons in March 2013 in order to make inquiries about properties available to rent and I was directed to Adrienne. From the very start, she was serious and engaged, asking pointed questions and offering useful information. A few days ...
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May 27,2013
May 27,2013
0
people found
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this helpful
Adrienne, thanks for the great service and all your efforts, i would recommend you / the firm to all my colleagues, well done....
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Apr 22,2013
Apr 22,2013
0
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this helpful
My experience with Foxtons in Wimbledon was very positive. I received a very professional and personable service by Alina Gibbons in the rental team, who met my brief for a property in the Wimbledon area. She showed a great understanding of my family's needs and ...
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Jan 28,2013
Jan 28,2013
0
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I just wanted to write a quick message to let you know how impressed we were with our recent dealings with your Lettings Negotiator Alina Gibbons. While looking for accommodation both myself and my fiancƒÂ©e found her to be extremely well-informed and pleasant to ...
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Jan 10,2013
Jan 10,2013
0
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We sold two properties with Foxtons in Wimbledon in 2012 and dealt with the three named above. All of them were unfailingly efficient, reliable and honest. We have dealt with several other estate agents in the Wimbledon area over the years and they are head and ...
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Jul 20,2012
Jul 20,2012
1
people found
this helpful
this helpful
Matt Thompson at the Wimbledon Office was most helpful in the sale of my property in Ramsgate recently. Although he was acting for the buyers at the bottom of my chain, he was of great help in keeping me informed of progress of the chain, ...
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Jul 16,2012
Jul 16,2012
0
people found
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this helpful
I just wanted to let you know how very impressed we have been with Ollie over our flat hunting. He has really tried to find something for us, and although thrilled to have found the perfect property it is with huge regret that it was ...
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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
No procedure set.
Last updated at 12:40 PM 06/12/2017 by Daisy Mason
