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Jan 19,2019
Jan 19,2019
25
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I used ACE property for a 16-month period after finding this HMO flat which was ideal for myself and three other student who were also in the joint tenancy agreement. From the start to finish of this tenancy I was appalled by the staff's behaviours. On viewing the flat it was explained to us that the pervious tenants had basically mistreated the property and it was in very very poor condition, we were reassured that the property would undergo a professional clean and new furnishings would be added before our tenancy began.
On move in day we attended the branch on Bruntsfield place where we were handed the keys, there was no one to take us round the property to give us any information. I understand this is normal procedure for ACE properties but after experiencing other letting agencies in the Edinburgh area I was shocked at the lack of care and information that was given to myself and my flatmates. At this point we arrived at the property with 3 keys each having to figure out how to access the property on our own. It was horrific on entre to the property the smell and state of the flat was just horrendous as we all had no were else to go we had to make the best of the situation and do a deep clean ourselves where we found full ashtray's, dirty glasses, plates with mould on them, the bathroom needed to be bleached several times before using it, the bedroom mattresses were unusable and bright yellow in colour, there was no new furniture in the flat.
The sofa in the living room was wet with damp it had stains all over it which was were the main smell was coming from. The bed in bedroom 4 which was mine was unusable and top right leg was broken. ACE informed me a new bed frame would be delivered in 2/3 days which I would need to wait in for and assemble, making it unable for me to stay there the first few nights. When we contacted ACE to express our concerns, they would not agree to do anything else to the property explaining they had done a deep clean and they thought the flat was at a good standard. After persistence they agreed to replace all 4 mattresses in the property which was much appreciated, they arrange the delivery but unfortunately did not arrange the collection of the old once we put all 4 old once in the living room and contacted them regarding this after numerous phone calls, 2 MONTHS later they had still not sorted this. At this point we noticed the mattresses had bed bugs I furiously called to inform ACE that I could not have these old mattresses in the flat anymore, that I would arrange for them to be disposed and they agreed to cover the cost of this, they also agreed that we could purchase new sofas for the property which we did and could dispose of the one that was damp and foul smelling. This cost a total of £50 for the disposal. I requested a £30 refund for the mattresses which took ACE 12 MONTHS to give me after constantly chasing them up for it.
Any maintenance repairs that needed to be done took far too long. I understand contractors have a heavy work load, but it took 4 months to replace a oven which was not working and 3 months to fix a window that would not close (during winter). Due to the state of the flat on moving in it had a ton of mice living in the property ACE were not apologetic, understanding or helpful given the living conditions we faced.
There was a constant strong smell of cannabis from the flat below which we reported but ACE were unable to do anything as they did not own this property which was understandable until one night when a (unknown to any of us male) an employee of ACE turned up to our door. The gentalman offered no form of ID, he spoke to us in a very aggressive manner using inappropriate language thinking the smell was coming from our flat during the conversation he informed us he was going to 'tell our parents' referring to our guarantor's which we had to provide as we are all student. Being a 20 year old female I was disgusted by the disrespectful manner he approached us with, we were the tenancy paying the rent on time every month there was no need to talk to us as if we were children, it was humiliating, making us all very uncomfortable and anxious, we reported this to ACE but nothing came of the matter.
Finally, I had decided I wanted to leave the property earlier than planned in the November 2018, I approached ACE to see if this was possible if I was able to find a new tenant to replace myself as the rest of the flat needed to stay longer, one of my main concerns was I did not want to jeopardise or disrupt my flatmates tenancy. ACE informed me it would be an easy process that they would help me do this, ensuring all legal paper work was done another tenant would be able to move in straight away. I was up front and honest with them as I had found another property that I would not be able to afford to pay both rents and they assured me that we would have all the legal paperwork completed before the 1st of December (this was when the rent was due) which they later denied informing me.
After putting my deposit down for my new flat and finding a new fourth flatmate ready to move in immediately, ACE property informed be about a 28 day notice period which was in the lease agreement which prevented the change over to happen. I was previously informed that this would not apply as we were not all moving out it was just a change over which they later went back on leaving me in a very hard situation paying for two flats.
The two members of staff I dealt with were very unprofessional throughout, they delayed the process, never responded to myself or the new tenant, who ended up having to stay in a hotel because she had no were to stay wait for the change over. The attitude and disrespect was infuriating. I really have not received customer service like this from any company before. When asking about each stage of the process they would not share this information to myself being very vage and unhelpful. They complained about the number of phone calls they were receiving from myself and the new tenant as we had to constantly chance up the progress or nothing would be done. I continued being polite even through my frustration as I needed them to get this sorted for me. When informing them I was considering complaining about the sitiation the property manage informed me I was still a tenant with them which I felt very uneasy about, this is when she became very rude and aggressive.
The finally straw was during a phone call with the property manger, when she laughed in a heated conversation when I was explaining about my financial situation, at this point I was unable to speak to her calmly so I requested to be past on to a manager which she refused to do. I attended the branch the following day where I sat down with Allan Nash (Director) and Ian Grey (head of estate agency), who had no idea about any of the situations that occurred. They informed me that something would be done about this and they pushed the move in date for the new tenant forward finally allowing me to no longer have to deal with the company. I have had no further correspondences with Allan who assured me he would get back to me after investigating what occurred and it is now a month since handing over my keys to the property. I have not even been offered an apology for the way I was treated.
I would not recommend ACE property to anyone. I am also in the process of contacting the owners of the flat so they are able to see what has happened as they are paying for ACE to manage the flat for them and this is they way they have been treating tenants!
On move in day we attended the branch on Bruntsfield place where we were handed the keys, there was no one to take us round the property to give us any information. I understand this is normal procedure for ACE properties but after experiencing other letting agencies in the Edinburgh area I was shocked at the lack of care and information that was given to myself and my flatmates. At this point we arrived at the property with 3 keys each having to figure out how to access the property on our own. It was horrific on entre to the property the smell and state of the flat was just horrendous as we all had no were else to go we had to make the best of the situation and do a deep clean ourselves where we found full ashtray's, dirty glasses, plates with mould on them, the bathroom needed to be bleached several times before using it, the bedroom mattresses were unusable and bright yellow in colour, there was no new furniture in the flat.
The sofa in the living room was wet with damp it had stains all over it which was were the main smell was coming from. The bed in bedroom 4 which was mine was unusable and top right leg was broken. ACE informed me a new bed frame would be delivered in 2/3 days which I would need to wait in for and assemble, making it unable for me to stay there the first few nights. When we contacted ACE to express our concerns, they would not agree to do anything else to the property explaining they had done a deep clean and they thought the flat was at a good standard. After persistence they agreed to replace all 4 mattresses in the property which was much appreciated, they arrange the delivery but unfortunately did not arrange the collection of the old once we put all 4 old once in the living room and contacted them regarding this after numerous phone calls, 2 MONTHS later they had still not sorted this. At this point we noticed the mattresses had bed bugs I furiously called to inform ACE that I could not have these old mattresses in the flat anymore, that I would arrange for them to be disposed and they agreed to cover the cost of this, they also agreed that we could purchase new sofas for the property which we did and could dispose of the one that was damp and foul smelling. This cost a total of £50 for the disposal. I requested a £30 refund for the mattresses which took ACE 12 MONTHS to give me after constantly chasing them up for it.
Any maintenance repairs that needed to be done took far too long. I understand contractors have a heavy work load, but it took 4 months to replace a oven which was not working and 3 months to fix a window that would not close (during winter). Due to the state of the flat on moving in it had a ton of mice living in the property ACE were not apologetic, understanding or helpful given the living conditions we faced.
There was a constant strong smell of cannabis from the flat below which we reported but ACE were unable to do anything as they did not own this property which was understandable until one night when a (unknown to any of us male) an employee of ACE turned up to our door. The gentalman offered no form of ID, he spoke to us in a very aggressive manner using inappropriate language thinking the smell was coming from our flat during the conversation he informed us he was going to 'tell our parents' referring to our guarantor's which we had to provide as we are all student. Being a 20 year old female I was disgusted by the disrespectful manner he approached us with, we were the tenancy paying the rent on time every month there was no need to talk to us as if we were children, it was humiliating, making us all very uncomfortable and anxious, we reported this to ACE but nothing came of the matter.
Finally, I had decided I wanted to leave the property earlier than planned in the November 2018, I approached ACE to see if this was possible if I was able to find a new tenant to replace myself as the rest of the flat needed to stay longer, one of my main concerns was I did not want to jeopardise or disrupt my flatmates tenancy. ACE informed me it would be an easy process that they would help me do this, ensuring all legal paper work was done another tenant would be able to move in straight away. I was up front and honest with them as I had found another property that I would not be able to afford to pay both rents and they assured me that we would have all the legal paperwork completed before the 1st of December (this was when the rent was due) which they later denied informing me.
After putting my deposit down for my new flat and finding a new fourth flatmate ready to move in immediately, ACE property informed be about a 28 day notice period which was in the lease agreement which prevented the change over to happen. I was previously informed that this would not apply as we were not all moving out it was just a change over which they later went back on leaving me in a very hard situation paying for two flats.
The two members of staff I dealt with were very unprofessional throughout, they delayed the process, never responded to myself or the new tenant, who ended up having to stay in a hotel because she had no were to stay wait for the change over. The attitude and disrespect was infuriating. I really have not received customer service like this from any company before. When asking about each stage of the process they would not share this information to myself being very vage and unhelpful. They complained about the number of phone calls they were receiving from myself and the new tenant as we had to constantly chance up the progress or nothing would be done. I continued being polite even through my frustration as I needed them to get this sorted for me. When informing them I was considering complaining about the sitiation the property manage informed me I was still a tenant with them which I felt very uneasy about, this is when she became very rude and aggressive.
The finally straw was during a phone call with the property manger, when she laughed in a heated conversation when I was explaining about my financial situation, at this point I was unable to speak to her calmly so I requested to be past on to a manager which she refused to do. I attended the branch the following day where I sat down with Allan Nash (Director) and Ian Grey (head of estate agency), who had no idea about any of the situations that occurred. They informed me that something would be done about this and they pushed the move in date for the new tenant forward finally allowing me to no longer have to deal with the company. I have had no further correspondences with Allan who assured me he would get back to me after investigating what occurred and it is now a month since handing over my keys to the property. I have not even been offered an apology for the way I was treated.
I would not recommend ACE property to anyone. I am also in the process of contacting the owners of the flat so they are able to see what has happened as they are paying for ACE to manage the flat for them and this is they way they have been treating tenants!
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Opening Hours
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 | 10 | 5 | 0 | 0 | 0 | 2 | 3 |
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- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
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Feb 19,2024
Feb 19,2024
0
people found
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this helpful
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
this helpful
this helpful
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
people found
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this helpful
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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(1)
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
this helpful
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
this helpful
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
this helpful
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
this helpful
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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Bad
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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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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
this helpful
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
this helpful
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
this helpful
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
this helpful
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
this helpful
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
this helpful
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
this helpful
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
this helpful
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
this helpful
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
this helpful
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
this helpful
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
this helpful
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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Dec 20,2016
Dec 20,2016
1
people found
this helpful
this helpful
An excellent, cost effective service was provided from start to finish. This ranged from managing multiple lettings, to the disposal of the properties. Crucially, I was advised on the optimum disposal strategy, and timing and this ensured that I realised the maximise value on the ...
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Good
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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
