41% sales valuation accuracy
57% sales fee satisfaction
44% lettings valuation accuracy
53% lettings fee satisfaction
Aug 15,2023
Aug 15,2023
3
people found
this helpful
this helpful
My partner and I applied for a property in March of this year on the basis that we would
only be happy with a 12 month contract as made very clear in our application.
Pauline Scott took a £201 deposit from us on the 8th of March to hold the property and our application was accepted by the landlord.
We agreed on a move in date of the 16th of March.
We then received an email on the 13th of March stating "It is with pleasure to confirm you have agreed to take a 6-month tenancy on the above property...". As you can probably guess, neither of us were best pleased.
This email also stated " it is requested that the first month’s rent and remainder of the deposit are paid into our bank account before move in – please note that full and final funds need to be cleared in our bank account 48 hours before move in - you will not be able to move into the property on the agreed date if we have not received them."
We responded appropriately the same day to confirm our application stated we applied on a 12 month tenancy basis and not a 6 month. We did not receive a reply and chased for a response the next day.
We were then informed on the 14th "The landlord wishes to proceed with a 6-month agreement initially.
After the 6 months has finished, we can look to sign you for another 6 months." We were not
asked if we were happy to proceed this way, there was nothing in the small print stating that this may happen and once again informed Pauline Scott that we were not happy with the circumstances.
In this email we also made it clear we wanted confirmation on the following:
" - That the lease can be provided for our review
- How long the holding deposit secures this property for us
- That a new move in date can be arranged (we are busy next week, could I perhaps suggest the 1st April?)"
and, "It is unlikely that we will be able to send funds by 11am (i.e. 48 hours prior to 11am on the 16th) and therefore will be unable to pick up the keys on Thursday."
We were responded to at midday on the 14th stating that only a 6 month tenancy agreement was available and this would continue on a rolling monthly contract, that the hold deposit secures the property for 14 days and that Pauline Scott would discuss the move in date of the 1st of April and "get back to you on this"
My partner and I discussed this that evening in person and decided together after reading into
rolling contracts (which we had no explanation of what this was, given that we were first time renters/buyers we thought this would have been explained) we were not happy to go ahead with the contract.
My partner was called by an employee at Pauline Scott the morning of the 15th of March chasing us urgently for an answer which was not appreciated given we had to chase for answers on multiple occasions over email for information from them and we both had work commitments which they were aware of. The conversation led to him requesting we were sent the hold deposit back, given that we were signed into a contract we did not agree to and
it was the group of employees dealing with our applications fault that the sale did not go through.
He was refused in a rude manner.
A follow-up email was sent stating the following reasons were why the the hold deposit was non-refundable:
"We received no response to our email to reschedule the move in date as suggested by yourselves.
No prior mention of pulling out and less than 24 hours notice was given to withdraw your application."
We were disgusted by the handling of this matter and contested this giving plentiful evidence we required this deposit returned.
We were ignored and had to chase once again two days later for a response from them. They refused us again,
"You requested 12 months on the application form but there is no guarantee that the landlord is happy to offer that term."
We contested again with further evidence with time stamps and quote on quote statements over the weeks, and were refused again.
Either one of us kept being taken out of copy of these emails, keeping up with this all sort to confuse us. However, we were completely confident we were owed our money back from them.
Excuses upon excuses were being made, the reasons for us being given our deposit back kept changing.
Firstly it was that we didn't respond to an email to reschedule the move in date (they said they were discussing this with the landlord and would get back to us) then it was that the application form is not a formal agreement, then it was we didn't respond in time to get our hold deposit back, then it was rescheduling and withdrawing your application are two different options...
The list is endless..
We were given a complaints procedure and the next step was to contact the director of the company.
I sent an email very similar to my original email explaining why we required our hold deposit back and all of the evidence.
On this complaints procedure sheet it states "the Director will set out in writing to you his findings and recommendations as final viewpoint on how he believes your complaint can be resolved".
We were not contacted and a £201 deposit appeared into my bank account within the following days.
Needless to say Pauline Scott Management are neglectful, unprofessional and abrupt.
The worst customer service experience I've had in my life, the company as a whole left a sour taste in our mouths
We went with William H Brown instead who have been incredible so far in our journey for our first property!
only be happy with a 12 month contract as made very clear in our application.
Pauline Scott took a £201 deposit from us on the 8th of March to hold the property and our application was accepted by the landlord.
We agreed on a move in date of the 16th of March.
We then received an email on the 13th of March stating "It is with pleasure to confirm you have agreed to take a 6-month tenancy on the above property...". As you can probably guess, neither of us were best pleased.
This email also stated " it is requested that the first month’s rent and remainder of the deposit are paid into our bank account before move in – please note that full and final funds need to be cleared in our bank account 48 hours before move in - you will not be able to move into the property on the agreed date if we have not received them."
We responded appropriately the same day to confirm our application stated we applied on a 12 month tenancy basis and not a 6 month. We did not receive a reply and chased for a response the next day.
We were then informed on the 14th "The landlord wishes to proceed with a 6-month agreement initially.
After the 6 months has finished, we can look to sign you for another 6 months." We were not
asked if we were happy to proceed this way, there was nothing in the small print stating that this may happen and once again informed Pauline Scott that we were not happy with the circumstances.
In this email we also made it clear we wanted confirmation on the following:
" - That the lease can be provided for our review
- How long the holding deposit secures this property for us
- That a new move in date can be arranged (we are busy next week, could I perhaps suggest the 1st April?)"
and, "It is unlikely that we will be able to send funds by 11am (i.e. 48 hours prior to 11am on the 16th) and therefore will be unable to pick up the keys on Thursday."
We were responded to at midday on the 14th stating that only a 6 month tenancy agreement was available and this would continue on a rolling monthly contract, that the hold deposit secures the property for 14 days and that Pauline Scott would discuss the move in date of the 1st of April and "get back to you on this"
My partner and I discussed this that evening in person and decided together after reading into
rolling contracts (which we had no explanation of what this was, given that we were first time renters/buyers we thought this would have been explained) we were not happy to go ahead with the contract.
My partner was called by an employee at Pauline Scott the morning of the 15th of March chasing us urgently for an answer which was not appreciated given we had to chase for answers on multiple occasions over email for information from them and we both had work commitments which they were aware of. The conversation led to him requesting we were sent the hold deposit back, given that we were signed into a contract we did not agree to and
it was the group of employees dealing with our applications fault that the sale did not go through.
He was refused in a rude manner.
A follow-up email was sent stating the following reasons were why the the hold deposit was non-refundable:
"We received no response to our email to reschedule the move in date as suggested by yourselves.
No prior mention of pulling out and less than 24 hours notice was given to withdraw your application."
We were disgusted by the handling of this matter and contested this giving plentiful evidence we required this deposit returned.
We were ignored and had to chase once again two days later for a response from them. They refused us again,
"You requested 12 months on the application form but there is no guarantee that the landlord is happy to offer that term."
We contested again with further evidence with time stamps and quote on quote statements over the weeks, and were refused again.
Either one of us kept being taken out of copy of these emails, keeping up with this all sort to confuse us. However, we were completely confident we were owed our money back from them.
Excuses upon excuses were being made, the reasons for us being given our deposit back kept changing.
Firstly it was that we didn't respond to an email to reschedule the move in date (they said they were discussing this with the landlord and would get back to us) then it was that the application form is not a formal agreement, then it was we didn't respond in time to get our hold deposit back, then it was rescheduling and withdrawing your application are two different options...
The list is endless..
We were given a complaints procedure and the next step was to contact the director of the company.
I sent an email very similar to my original email explaining why we required our hold deposit back and all of the evidence.
On this complaints procedure sheet it states "the Director will set out in writing to you his findings and recommendations as final viewpoint on how he believes your complaint can be resolved".
We were not contacted and a £201 deposit appeared into my bank account within the following days.
Needless to say Pauline Scott Management are neglectful, unprofessional and abrupt.
The worst customer service experience I've had in my life, the company as a whole left a sour taste in our mouths
We went with William H Brown instead who have been incredible so far in our journey for our first property!
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Latest Reviews
24th Jun 2024
reviewed by 'Samantha Jardine'
15th Aug 2023
reviewed by 'Molly'
27th Feb 2022
reviewed by 'Mark'
1st Jul 2020
reviewed by 'Sarah'
12th Feb 2020
reviewed by 'Nilesh'
Opening Hours
Address
Pauline Scott Property Management Ltd
1C Betts Avenue
Martlesham Heath,Ipswich
Suffolk
IP5 3RH
01473 611460
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 41% | 57% | £0 | £0 |
| Lettings | 44% | 53% | £475 | £1,450 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 2 | 3 | 8 | 11 | 0 | 0 | 0 | 0 | 0 | 6 |
Areas covered
- IP5
- IP6
- IP8
- Suffolk
- IP1
- IP7
- IP10
- IP2
- IP11
- IP3
- IP12
- IP4
- CO1
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Rankings
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Latest Properties
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Jun 24,2024
Jun 24,2024
1
people found
this helpful
this helpful
Shockingly Incompetent, agents unable to make an appointment on time, no notice of landlord's representative entering your rented accommodation.
Oh and the inability to count to ten!...
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“AVOID THIS SCUMBAG SHAMELESS AGENCY AND 8 WESTERFIELD ROAD IS FULL OF BEDBUGS, JUNKIES, THIEVES AND SCUMBAGS!!!!!!!!...”
Nov 01,2023
Nov 01,2023
0
people found
this helpful
this helpful
AVOID THIS SCUMBAG SHAMELESS AGENCY AND 8 WESTERFIELD ROAD IS FULL OF BEDBUGS, JUNKIES, THIEVES AND SCUMBAGS!!!!!!!!!!!!!!!
Only rent from them if you are happy to be disappointed. They have no shame or sense of responsibility for the house maintenance and the tenant's well being! The ...
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Aug 15,2023
Aug 15,2023
3
people found
this helpful
this helpful
My partner and I applied for a property in March of this year on the basis that we would
only be happy with a 12 month contract as made very clear in our application.
Pauline Scott took a £201 deposit from us on the 8th of March ...
read full review
read full review
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Feb 27,2022
Feb 27,2022
0
people found
this helpful
this helpful
Are quite happy to put a disabled man at risk of homelessness in the name of money. Perfect example of why letting agents shouldn't exist....
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Feb 28, 2022
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Dear Mark
we are sorry you had to move out of your property but the landlord instructed us to serve you notice
us as a company did not make the choice to serve you notice and we don't own your old property ...
Jul 01,2020
Jul 01,2020
0
people found
this helpful
this helpful
Great letting agent. Annie and Kirstie are so helpful. This is my first time renting and they have been so helpful and sorted any little issues. Great company...
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Feb 12,2020
Feb 12,2020
0
people found
this helpful
this helpful
Pauline Scott - I have been renting a home for almost a year in Ipswich Town centre. Right from start of the tenancy till the end of tenancy - the team of these professional people have always been very responsive to mails and calls, supportive ...
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Jan 10,2020
Jan 10,2020
0
people found
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I was staying as tenants. Excellent service provided with all the issues resolved. They all are happy to resolve your queries no matter how many time you chase them...
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Aug 11,2019
Aug 11,2019
2
people found
this helpful
this helpful
If there were no stars I would choose that option. The worst Company I have ever dealt with. They couldn't care less and if I were a landlord I would strongly advise you not to use this shower of "s..." company. My daughter had been ...
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Aug 03,2019
Aug 03,2019
2
people found
this helpful
this helpful
DO NOT USE THESE PEOPLE -
THEY CANCEL THEIR CONTRACT MID-TERM BECAUSE YOU AREN'T HAPPY WITH HAVING TO CHASE THEM CONTINUALLY, AND GET NO REPLY IN RETURN, UNLESS IT SUITS THEM THAT IS
THEY ARE RUDE, INEPT, DO NOT REPLY TO URGENT QUERIES (IE HAVING ...
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Apr 05,2019
Apr 05,2019
2
people found
this helpful
this helpful
I called Pauline Scott to value my property in the hope of putting it on the rental market. After a extremely bad experience with another local letting agent I found these guys to be friendly, professional and quick. An appointment was booked for the following ...
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Comment on agent fees
Excellent value for money
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Apr 04,2019
Apr 04,2019
7
people found
this helpful
this helpful
So... Where do I start.
On Tuesday 2nd April a contractor had turned up at my property however without any notice, therefore I was not home, fortunately for the contractor my partners was home which allowed him to carry out the work that needed to ...
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Comment on agent fees
Not worth paying for a service that you would never receive.Attachments
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Dec 20,2018
Dec 20,2018
0
people found
this helpful
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Anxious about the reviews but in reality theirs brilliant and completely underestimated, they actually care about tenants ! Only thing I would complain about it how the communication is slow on their behalf and you have to chase them but apart from that they're a fair ...
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Comment on agent fees
Good
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Nov 19,2018
Nov 19,2018
3
people found
this helpful
this helpful
Communication is extremely poor to say the least. Emails not being responded to or if they are, the reply is very delayed. They choose which questions in my emails to answer and which to ignore. My property has been left in a hideous state even ...
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Comment on agent fees
Not worth the value - service is just awful.
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Oct 12,2017
Oct 12,2017
2
people found
this helpful
this helpful
Received excellent customer service and felt cared for. Every employee i spoke to was happy to help and found the move in process very smooth....
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Comment on agent fees
Good
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Oct 10,2017
Oct 10,2017
7
people found
this helpful
this helpful
Three words: arrogant, snotty and uncaring. Three words which sum up my experience of using this company. The company * Pauline Scott is leveraged by the name of the original founder. Mine was not a good experience and I speak as a property owner. I would ...
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Comment on agent fees
Very poor
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Oct 11, 2017
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Just read a very negative review which bears no resemblance to my experience over the past 6 years. Pauline Scott Property Management have always been helpful, professional and at a very reasonable price. I wouldn't take my business anywhere else. ...
Mar 13,2017
Mar 13,2017
0
people found
this helpful
this helpful
We have a handful of properties we rent out. Duncan & Inga Scott have advertised and provided us with tenants for the past 5 years. They don't manage the properties so their initial fee is all they get. In view of this they have always been professional ...
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Comment on agent fees
good compared to others in the Ipswich area.
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Dec 08,2016
Dec 08,2016
10
people found
this helpful
this helpful
Our experience with this agency has been terrible and stressful to say the least. Their communication is shocking, both internally and externally. From the front they seem professional, but they don't know what the other agent is doing and you always have to follow up ...
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Comment on agent fees
Overpriced for what you get.
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Nov 13,2016
Nov 13,2016
2
people found
this helpful
this helpful
Love Pauline Scott Property Management!! Seriously, these guys are very attentive to tenants and very responsive! This is the first time I have used this agent but would consider using them again....
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Comment on agent fees
very good
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“Pauline Scott property Management are highly professional, understanding & caring agents ......”
Nov 07,2016
Nov 07,2016
1
people found
this helpful
this helpful
Pauline Scott property Management are highly professional, understanding & caring agents throughout my 12 months tenancy, thank you , will definitely recommend !...
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Comment on agent fees
very good
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Oct 12,2016
Oct 12,2016
9
people found
this helpful
this helpful
Was shown a studio flat on Westerfield rd. It was not fit for an animal let alone for a human being.!!!
Dark and damo. It STANK. Absolutely disgusting.
Your agent was 30 minutes late.
You should be shut down....
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Comment on agent fees
Bad bad bad
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Nov 07, 2016
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(1)
Dear Mrs Poyant,
the property has no damp issues and all passed and regulated by Ipswich Borough Council in August 2016 as this is part of an HMO License . We appreciate that each person has got their own opinions on each property. ...
Sep 04,2016
Sep 04,2016
6
people found
this helpful
this helpful
My only and last dealing with this company. Can I ask why you would give out application forms to people and ask for application money when the property has already been Secured by someone else??? And that someone else hounded the tenant to leave as ...
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Jul 30,2016
Jul 30,2016
8
people found
this helpful
this helpful
I waited 30minutes for a viewing and this Duncan fellow never appeared. And I called to explain and the told and I quote, 'frankly I don't care' and the phone hung up on me. I will not ever use this company for renting ever. Save ...
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Nov 07, 2016
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We have phoned the customer in the morning of the appointment to confirm the attendance with no avail or call back. The customer requested an appointment out of working hours and was difficult to deal with. ...
May 19,2016
May 19,2016
11
people found
this helpful
this helpful
I was a tenant for over two years the service was absolutely diabolical Duncan is a complete liar,and * for keeping my deposit after waiting for repairs to the house which was never completed absolute shambles. I would never recommend this company to my worst ...
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Comment on agent fees
It's like throwing money down the drain diabolical & poor service
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Nov 07, 2016
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Dear Leon,
thank you for your review, however may we remind you that you have left the property in rent arrears hence your deposit was used towards the last month's rent ...
“Absolutely shocking customer serviceVery unprofessionalRudeLack of communicationThey do not care ......”
Feb 01,2016
Feb 01,2016
9
people found
this helpful
this helpful
Absolutely shocking customer service
Very unprofessional
Rude
Lack of communication
They do not care about their tenants
WOULD NOT RECOMMEND!!!...
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Jul 17,2015
Jul 17,2015
10
people found
this helpful
this helpful
I wish I had looked around for reviews on Pauline Scott before choosing them. It could have saved me so much stress.
Pauline Scott are responsible for my studio flat, and not the entire building, so I hold them responsible only for the lack of ...
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What agent could do to change your mind?
Improve communications with tenants. The majority of emails I send to Pauline Scott about maintenance are ignored, resulting in me having to follow up with a phone call. From that point on, I have no idea if my concern has been properly acknowledged because I'm not informed when a tradesman will be round to fix the issue, or how long it may be until someone is available to fix it. So I have to call it in again, and usually the person on the other end of the phone has no clue what issue I am even referring to, which makes me suspect that the complaint wasn't even being dealt with yet. This can result in things taking a week to be resolved. I understand that engineers and plumbers won't immediately be on hand to fix maintenance issues, but it can literally takes days before they appear without any warning. Often they have they their own key to access the flat (which is fine), but because I wasn't informed at all what was going on, the plumber for example can be in and out, without me knowing, and have not done anything. Which has happened multiple times in fact.Attached Filesnbsp;
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Nov 07, 2016
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Prior to instructing the contractor all maintenance issues are reported to the landlord . Our contractors found it impossible to get hold of you via phone to get an access to the flat. You also requested the work to be carried out in early mornings, late nights or weekends. Your poor cooperation made it hard for all parties concerned . ...
Sep 21,2014
Sep 21,2014
11
people found
this helpful
this helpful
Terrible communication between myself and PS.
Tenants were not made aware of any changes, likewise I as the Landlord was not made aware of any concerns the Tenants had - especialy about maintenance that was needed. Any repairs that were made, involved unskillful self-employed tradesmen ...
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Nov 07, 2016
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Landlord agreed to use our FTO ( find tenant only services). After us advertising the property, finding the tenant, vetting tenant , drawing tenancy agreement - landlord refused to pay for services despite keeping the tenant. Landlord also refused to do basic repairs to the property. ...
Apr 24,2014
Apr 24,2014
12
people found
this helpful
this helpful
This company has appalling customer service and very poor work ethic.
The contract is misleading unless very carefully read. It states that the one month notice is only valid to the nearest end of month, potentially 29 days of rent more than you would expect despite ...
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Apr 22,2014
Apr 22,2014
10
people found
this helpful
this helpful
This company leaves much to be desired. They will be at your beck and call until you sign the tenancy agreement- then you're like a distant memory to them. They've made excuse after excuse as to why they're not dealing with any of the issues ...
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What agent could do to change your mind?
Their customer service is disgusting. They will do what they can to get out of helping you, especially if it involves money, whether or not it is their legal obligation or not.Attached Filesnbsp;
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Nov 28,2013
Nov 28,2013
16
people found
this helpful
this helpful
Just horrible people to deal with...
Never met people like them before ...
Lying through their teeth etc ...
Avoid using them as much as you can......
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Nov 07,2013
Nov 07,2013
13
people found
this helpful
this helpful
I just want to make my point clear from the very start this company is a corrupt and useless organization that will do nothing but take your money lie and give the worst customer service you can expect the moment the contract has been signed ...
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Duncan
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inga
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Annie
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kirsty
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Kirstie
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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 8:58 AM 16/03/2018 by Mr D Scott
