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Godalming, GU7
1.8/5, 10 Reviews
20% Recommended
100% sales valuation accuracy
0% letting valuation accuracy
100% sales fee satisfaction
33% letting fee satisfaction
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"I would strongly advise..."
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1 Star Review
Nick
By : 'Ella Louise Summers'
Services : Letting(As a Tenant)
Rent PCM : £1150
Would you recommend ? : No
Postcode : GU7
7 May 2024
People found this helpful0
I would strongly advise against using these estate agents. We rented a property through their website however the landlord' was managing the property maintenance. The beginning of the process (receiving tenancy agreements etc) was fine, however the day we got our keys and moved in there was no gas or electric (bearing in mind it was November when we moved in), I phoned Masella Coupe and explained the situation, Paula (lettings) explained she would get in touch with the landlord, 5 hours later we are stood in the kitchen in the pitch black and freezing cold. Paula blamed the landlord and the landlord blamed the estate agents. We couldn't put away any of our belongings let alone make any food. The property was filthy, clearly hadn't been cleaned although they assured me it had. At 8pm we finally had gas and electric after numerous phone calls as no one could get hold of the landlord. We found this property listed on their website but they refused to accept any blame. 2 weeks later, we noticed the back bedroom wall and all living room walls were soaking wet, I phoned the landlord and explained, he tried to fob me off and installed two vents (which made the place utterly freezing) after weeks of complaining. Turns out it is rising damp. 1 month later I get an email (no telephone call) from Paula explaining that the landlord has decided to put the property on the market. I explained the issue with the rising damp, Paula assured me they had no idea. Then the sales team dropped that the landlord had re-assured them the damp would be sorted before we moved in! Total lie. I was then bombarded by emails and phone calls from them trying to arrange visits for the flat, whilst we were in the process of trying to find somewhere else to live. I explained to Nick (sales) I work from home and the nature of my job requires confidentiality. Needless to say he didn't appreciate that and proceeded to phone me and accuse me of making their job difficult and then hung up on me? No apology or any compensation offered from Masella. AVOID
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Performance Statistics
| Services | Valuation | Fees | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 100% | 100% | £640,000 | £640,000 |
| Lettings | 0% | 33% | £895 | £1,150 |
Address
Masella Coupe Estate Agents
17 High Street, Godalming, Surrey
GU7 1AZ
01483 860363
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
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Masella Coupe Estate Agents Branches (View All 2)
I would strongly advise ...
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1 Star Review
Nick
By : 'Ella'
Services : Letting( As a Tenant )
Rent PCM : £1150
Would you recommend ? : No
Postcode : GU7
7 May 2024
People found this helpful0
I would strongly advise against using these estate agents. We rented a property through their website however the landlord' was managing the property maintenance. The beginning of the process (receiving tenancy agreements etc) was fine, however the day we got our keys and moved in there was... Read Full Review
Comments (0)
I would strongly advise against using these estate agents.
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Ella Louise Summers said about Masella Coupe Estate Agents
Services : Letting( As a Tenant )Date: 7th May 2024
I would strongly advise against using these estate agents.
We rented a property through their website however the landlord' was managing the property maintenance. The beginning of the process (receiving tenancy agreements etc) was fine, however the day we got our keys and moved in there was no gas or electric (bearing in mind it was November when we moved in), I phoned Masella Coupe and explained the situation, Paula (lettings) explained she would get in touch with the landlord, 5 hours later we are stood in the kitchen in the pitch black and freezing cold. Paula blamed the landlord and the landlord blamed the estate agents. We couldn't put away any of our belongings let alone make any food. The property was filthy, clearly hadn't been cleaned although they assured me it had. At 8pm we finally had gas and electric after numerous phone calls as no one could get hold of the landlord. We found this property listed on their website but they refused to accept any blame. 2 weeks later, we noticed the back bedroom wall and all living room walls were soaking wet, I phoned the landlord and explained, he tried to fob me off and installed two vents (which made the place utterly freezing) after weeks of complaining. Turns out it is rising damp. 1 month later I get an email (no telephone call) from Paula explaining that the landlord has decided to put the property on the market. I explained the issue with the rising damp, Paula assured me they had no idea. Then the sales team dropped that the landlord had re-assured them the damp would be sorted before we moved in! Total lie. I was then bombarded by emails and phone calls from them trying to arrange visits for the flat, whilst we were in the process of trying to find somewhere else to live. I explained to Nick (sales) I work from home and the nature of my job requires confidentiality. Needless to say he didn't appreciate that and proceeded to phone me and accuse me of making their job difficult and then hung up on me?
No apology or any compensation offered from Masella. AVOID
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Masella Coupe - the best ...
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5 Star Review
Nick
By : 'Rachael'
Services : Sales( As a Vendor )
Sold price : £640000
Would you recommend ? : Yes
Postcode : GU7
24 Sept 2022
People found this helpful0
We bought & sold through Masella Coupe & I can highly recommend Nick King if you are doing either. He kept us fully informed throughout the process, was professional & always friendly & kind in what can be a stressful situation. When we buy again, we will definitely... Read Full Review
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Rachael Fry said about Masella Coupe Estate Agents
Services : Sales( As a Vendor )Date: 24th Sep 2022
We bought & sold through Masella Coupe & I can highly recommend Nick King if you are doing either. He kept us fully informed throughout the process, was professional & always friendly & kind in what can be a stressful situation. When we buy again, we will definitely use Nick.
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Really helpful, really ...
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5 Star Review
Nick
By : 'Emma'
Services : Sales( As a Buyer )
Would you recommend ? : Yes
Postcode : GU7
10 Aug 2022
People found this helpful0
Really helpful, really thorough, very professional. Thanks Nick and team. You helped us out enormously and couldn't have done more to help. Many thanks Emma and... Read Full Review
Comments (0)Really helpful, really thorough, very professional. Thanks Nick and team. You helped us out enormously and couldn't have done more to help.
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Emma said about Masella Coupe Estate Agents
Services : Sales( As a Buyer )Date: 10th Aug 2022
Really helpful, really thorough, very professional. Thanks Nick and team. You helped us out enormously and couldn't have done more to help.
Many thanks
Emma and Andy
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Terrible letting team. First ...
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1 Star Review
By : 'Maria'
Services : Letting( As a Tenant )
Rent PCM : £895
Would you recommend ? : No
Postcode : GU7
6 May 2017
People found this helpful3
Terrible letting team. First of all they sent our contract to the flat we wanted to rent (you see the logic? I don't). Then they are very slow to respond to the emails, when they do. We waited more than a year to have a problem in the bathroom sorted. And finally they charge ridiculous amounts of... Read Full Review
Comments on Agent Fees
As I said priviously, ridiculous.
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Maria said about Masella Coupe Estate Agents
Services : Letting( As a Tenant )Date: 5th May 2017
Terrible letting team. First of all they sent our contract to the flat we wanted to rent (you see the logic? I don't). Then they are very slow to respond to the emails, when they do. We waited more than a year to have a problem in the bathroom sorted. And finally they charge ridiculous amounts of money - like �100 admin fee to renew the contract every year? Just to print the same contract and get us to sign it?
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Dreadful lettings service. ...
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1 Star Review
By : 'Anon'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : GU7
17 Nov 2016
People found this helpful5
Dreadful lettings service. Charge extortionate fees which they do not make available nor provide an explanation about how they are calculated even when requested (watch out for the �210 check out fee charged to tenants which they like to surprise you with once you have vacated the property). Poor ... Read Full Review
Comments on Agent Fees
Disproportionately high, hidden and unclear, would recommend asking for them upfront including any check out fees/end of tenancy fees.
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Anon said about Masella Coupe Estate Agents
Services : Letting( As a Tenant )Date: 17th Nov 2016
Dreadful lettings service. Charge extortionate fees which they do not make available nor provide an explanation about how they are calculated even when requested (watch out for the �210 check out fee charged to tenants which they like to surprise you with once you have vacated the property). Poor response to maintenance issues at the property despite the landlord paying Masella Coupe to manage these (a broken shower took them over a month to sort out, blocked drains spilling sewage were not a priority and anything minor rarely got attended to without constant chasing). Oh and as the tenant you have to undertake all the dealings with the various maintenance contractors as they just pass on your phone number. Despite being a loyal and respectful tenant for a number of years, Masella Coupe's poor service and communication made us feel that they just didn't care. Luckily our landlords were great to deal with so we would often resort to going straight to them in order to bypass the misery of dealing with Masella Coupe.
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Seriously don't use this ...
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1 Star Review
Chole
By : 'anotherhappytenant'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : GU7
18 Apr 2014
People found this helpful5
Seriously don't use this agent...and oh dear poor you if you have and it is managed by this individual. The rest of them (despite a few being related to the owner) seem to be ok but this one has a complete lack of... Read Full Review
What agent could do to change your mind?
Given me back at least part of the three deposits I have given them, repaired houses when asked, not left me without heating or hot water or an oven for two years running at xmas, not expected me to come up with moving costs when they moved me out a house under the pretence it had been sold (only to find out is now rented by 4 tenants paying double the rent I was, poor blokes). not charged extorsionate fees, dropped the curb to my previous residence like was meant to be done before I moved in (I have now moved out and its still not done despite being paid for by my landlord and despite me paying extra rent for them to agree this) Theres an awful lot this agent could have done over the years and as a reliable tenant of 5 years I can honestly say i would never recommend them to anybody.
Comments (0)Seriously don't use this agent...and oh dear poor you if you have and it is managed by this individual.
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anotherhappytenant said about Masella Coupe Estate Agents
Services : Letting( As a Tenant )Date: 17th Apr 2014
Seriously don't use this agent...and oh dear poor you if you have and it is managed by this individual.
The rest of them (despite a few being related to the owner) seem to be ok but this one has a complete lack of competence.
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Very poor service & ...
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1 Star Review
By : 'DisgruntledGodalming'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : GU7
31 Jul 2013
People found this helpful6
Very poor service & marketing. Rented a property through them and the highlights were: - Windows had large gaps around the edges and let in drafts - Woefully inadequate and inefficient old heating system - Extremely noisy neighbours (we had asked in advance and were told the neighbours... Read Full Review
Comments (0)Very poor service & marketing. Rented a property through them and the highlights were:
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DisgruntledGodalming said about Masella Coupe Estate Agents
Services : Letting( As a Tenant )Date: 31st Jul 2013
Very poor service & marketing. Rented a property through them and the highlights were:
- Windows had large gaps around the edges and let in drafts
- Woefully inadequate and inefficient old heating system
- Extremely noisy neighbours (we had asked in advance and were told the neighbours were quiet)
- Very poor state of decorative order, much worse than on first inspection (was advertised as "well presented")
- Missing tiles on roof not fixed
- Landlord latterly refused to answer emails / phone calls
- Landlord repeatedly refused reference on exit despite good treatment of the property and rent always paid on time. Agency partner repeatedly promised to give a reference herself then repeatedly refused when asked by referencing agency.
- Landlord attempted to take nearly £1,000 of deposit due to not reading check in / check out inventories properly (deposit protection service actually awarded ~£130 on arbitration).
Would not use this agency again - they provided a poor service, are willing to work with bad landlords in full knowledge & misrepresented the property.
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Awful agent. Please save ...
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1 Star Review
By : 'Rebecca'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : GU8
12 Jul 2013
People found this helpful6
Awful agent. Please save yourself a lot of hassle and stay away!! They lied to us about the landlord, property . First day we had a GAS LEAK! Boiler doesn't comply with safety regulations - water leaking our of kitchen roof! Locks on house broken couldn't lock up house for a week!! Cook , shower, ... Read Full Review
Comments (0)Awful agent. Please save yourself a lot of hassle and stay away!! They lied to us about the landlord, property . First day we had a GAS LEAK! Boiler doesn't comply with safety regulations - water leaking our of kitchen roof! Locks on house broken couldn't lock up house for a week!! Cook , shower, bath , plug shockers not working in bedroom . All these problems in the first month....called Agent and was told its not their problem!!!!!!
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Rebecca said about Masella Coupe Estate Agents
Services : Letting( As a Tenant )Date: 12th Jul 2013
Awful agent. Please save yourself a lot of hassle and stay away!! They lied to us about the landlord, property . First day we had a GAS LEAK! Boiler doesn't comply with safety regulations - water leaking our of kitchen roof! Locks on house broken couldn't lock up house for a week!! Cook , shower, bath , plug shockers not working in bedroom . All these problems in the first month....called Agent and was told its not their problem!!!!!!
- avoid!!!!
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If I was to describe this ...
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1 Star Review
Philomena
By : 'MS'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : GU7
24 Jun 2013
People found this helpful8
If I was to describe this agency in less than 5 words, it would be - extremely incompetent and deceitful. Masella Coupe have lied to us and the landlord (who we get on well with) on numerous occasions and did not hesitate to enter our house without any notice - in breach of our tenancy agreement.... Read Full Review
Comments (0)If I was to describe this agency in less than 5 words, it would be - extremely incompetent and deceitful. Masella Coupe have lied to us and the landlord (who we get on well with) on numerous occasions and did not hesitate to enter our house without any notice - in breach of our tenancy agreement. They obtained the key by deceipt and simply let themselves in assuming nobody would be in on that day. Luckily, one of us was there to confront them.
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MS said about Masella Coupe Estate Agents
Services : Letting( As a Tenant )Date: 23rd Jun 2013
If I was to describe this agency in less than 5 words, it would be - extremely incompetent and deceitful. Masella Coupe have lied to us and the landlord (who we get on well with) on numerous occasions and did not hesitate to enter our house without any notice - in breach of our tenancy agreement. They obtained the key by deceipt and simply let themselves in assuming nobody would be in on that day. Luckily, one of us was there to confront them.
Avoid at all cost!
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Appalling customer service. ...
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1 Star Review
By : 'Rod'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : GU7
12 Feb 2013
People found this helpful7
Appalling customer service. Avoid this Estate Agent at all costs ! 5 weeks to fix the main property heater over Dec 2012/ Jan 2013. The heater was not in working order despite that being a contractual obligation. Resulted in living in cold damp conditions with mold developing on the walls and... Read Full Review
Comments (0)Appalling customer service. Avoid this Estate Agent at all costs !
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Rod Downie said about Masella Coupe Estate Agents
Services : Letting( As a Tenant )Date: 12th Feb 2013
Appalling customer service. Avoid this Estate Agent at all costs !
5 weeks to fix the main property heater over Dec 2012/ Jan 2013. The heater was not in working order despite that being a contractual obligation. Resulted in living in cold damp conditions with mold developing on the walls and around the widow frames. Made worse by the fact that my elderly parents, who came to stay over the holiday period - had to endure the appalling conditions. Uncaring, not interested in customers welfare.
Godalming has many good estate agents so please avoid this one.
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