33% sales valuation accuracy
0% sales fee satisfaction
0% lettings valuation accuracy
0% lettings fee satisfaction
Nov 27,2013
Nov 27,2013
4
people found
this helpful
this helpful
Run away from Acorn whilst you can. We had to deal with two major issues which made us realise the lack of professionalism and integrity between these two people in this company. First issue, we were told to pay a professional cleaning fee upfront to the amount of GBP300+ (following when we asked a simple yes /no question to whether the flat will be cleaned before we move in). We disagreed to fact that we did not get to choose our own cleaner and that we had to pay upfront (in fact this cleaning charge was not agreed with us during the offer stage). When we first tried to resolve it over phone we were told by Elanor a flat "NO", that this is their chosen "contractor" and that we HAD TO use this cleaner when we move out 2 years later. She also told us during the discussions that "the flat has already been cleaned" for check in, I suppose in an attempt to intimidate us into thinking that we have to now use the same cleaners when we move out, but upon a bit more questioning she admitted that the cleaners had not been there yet. When phones proved unsuccessful we decided to rely on writing a long letter to discuss options and we had found professional cleaning companies that promise to clean until the landlord is happy for 195. The response from Elanor was surprising. She said she had "explained our situation to their cleaner who was willing to reduce their cleaning charges to 195". It took yet another round of emails until she finally waived the upfront cleaning charge and we were free to choose a cleaner of our choice upon moving out.
The second issue was the fact that Elanor issued the contract with two people's name who were supposedly the landlords' names. One of these people requested to be taken off so Elanor complied. We subsequently went into the land registry to check who owns this flat, what we did not know was the difference between freehold and leasehold (we looked in freehold section which did not match the names of the two people Elanor had mentioned). When we questioned who the legal owners are, because we have to sign with all of the legal owner(s), Elanor replied saying that both of the people are legal owners (so she would issue a new contract for the third time). She said that because there are so many flats in this building it complicates land registry, but she had a copy of proof of ownership, that could not be shown as it contains personal info (fair enough). The worst part was probably when she said she had shown the copy of proof of ownership to her manager who said it was "fine". With that we were supposed to take her word for it. Next we figured out the leasehold section who matched the name we had on the contract, so finally the issue was resolved but the main lesson learned here is that the agent did not know the difference between freehold or leasehold themselves, and also there were so many twist of truth and wrong information being passed back and forth. This made us really lose trust and faith in Acorn.
The second issue was the fact that Elanor issued the contract with two people's name who were supposedly the landlords' names. One of these people requested to be taken off so Elanor complied. We subsequently went into the land registry to check who owns this flat, what we did not know was the difference between freehold and leasehold (we looked in freehold section which did not match the names of the two people Elanor had mentioned). When we questioned who the legal owners are, because we have to sign with all of the legal owner(s), Elanor replied saying that both of the people are legal owners (so she would issue a new contract for the third time). She said that because there are so many flats in this building it complicates land registry, but she had a copy of proof of ownership, that could not be shown as it contains personal info (fair enough). The worst part was probably when she said she had shown the copy of proof of ownership to her manager who said it was "fine". With that we were supposed to take her word for it. Next we figured out the leasehold section who matched the name we had on the contract, so finally the issue was resolved but the main lesson learned here is that the agent did not know the difference between freehold or leasehold themselves, and also there were so many twist of truth and wrong information being passed back and forth. This made us really lose trust and faith in Acorn.
Was this helpful?
Yes
Yes
Agent Response / Add a Comment
You can use this form to reply to the above review or a displayed comment on the above review.
Browse popular links for estate agents, letting agents and properties nearby
Latest Reviews
9th Jul 2020
reviewed by 'Chris'
9th Oct 2017
reviewed by 'MarkB'
22nd Jun 2017
reviewed by 'Drummanmatt'
28th Jun 2015
reviewed by 'Annoyedandnowpoor'
27th Nov 2013
reviewed by 'C'
29th Sep 2007
reviewed by 'rakesh'
Opening Hours
Address
Acorn Group Estate Agents
118 Bermondsey Street
Bermondsey,London
Greater London
SE1 3TX
020 7089 6565
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 33% | 0% | £0 | £0 |
| Lettings | 0% | 0% | £1,820 | £1,820 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 0 | 0 | 5 | 0 | 0 | 0 | 0 | 0 | 1 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
Advertise on
Members of
Rankings
Overall
Overall
Latest Properties
No Properties
Jul 09,2020
Jul 09,2020
0
people found
this helpful
this helpful
They are thieves posing as real estate agents!! Our pipes started rattling so loud at night which kept us and our neighbours up the whole night. After multiple complaints from my neighbours and I were left unanswered. It took them two weeks to send someone ...
read full review
read full review
Was this helpful?
Yes
Yes
Oct 09,2017
Oct 09,2017
1
people found
this helpful
this helpful
I would strongly advise anyone looking to rent to avoid these cowboys. The lady, Endija, who showed us round our house had absolutely no idea about the place, she couldn't tell me anything about the gas/electric, what boiler was in place, she didn't even ...
read full review
read full review
Comment on agent fees
Bad - the agency fees where around £200 from what I can remember, and I think we got aboslutely nothing for our money, other than the printing of the contract. Also had a very expensive check in and check out cost, as well as a scandolous cleaning fee. Avoid at all costs.
Was this helpful?
Yes
Yes
Oct 17, 2017
View all comments
(1)
Firstly, I am very sorry to hear about your experience with our London Bridge office. We pride ourselves in providing all our clients with excellent service from start to finish and so to hear this is disappointing. I will be speaking to the individuals concerned and will come back to you once I have investigated the details.
With regards to fees, you should have been presented with a statement of accounts before committing to the offer, which highlights all fees associated with the tenancy. ...
Jun 22,2017
Jun 22,2017
2
people found
this helpful
this helpful
Where to begin? Forced to pay an end of tenancy cleaning fee way in excess of the market rate before I could sign a tenancy agreement. Chasing me for a decision on whether to extend my lease another year 3 months before it ended. Turning up ...
read full review
read full review
Comment on agent fees
A rip off. Not value for money (from the tenant or landlord side)
Was this helpful?
Yes
Yes
Jun 22, 2017
View all comments
(2)
Hi Matt,
As a follow up to this, I have found your details now and can see that the Landlord DID instruct us to relet the property, which we have successfully done. I have also seen copies of numerous emails between you and our branch at London Bridge where appointments and timings were confirmed and you acknowledged.
Again very happy to discuss this in detail with you and can confirm that your deposit return was authorised yesterday.
Regards
Andrew ...
Jun 28,2015
Jun 28,2015
2
people found
this helpful
this helpful
- 2 days before moving in, were told that their 'calculation' of the deposit was incorrect and as a result we had to pay an extra £300 to cover their mistake (despite having a formal signed agreement stating the amount we agreed to pay) - as far as ...
read full review
read full review
What agent could do to change your mind?
Could actually work out how much the deposit was before signing an agreement of offer with us. Although I thought that would be a standard. Could not ask everything of us the day before we had to move in with the threat of delaying the move. Could have spelt my name right. Most importantly, can give us back our bloody money.Attached Filesnbsp;
Comment on agent fees
Made us pay ‚£300 extra with no warning, no idea why we paid any form of admin fee given that they couldn't get our names right and couldn't get us a tenancy agreement until the day before we moved. No idea why they got any profit at all from the property sale seeing as the whole experience was a nightmare.
Was this helpful?
Yes
Yes
Aug 15, 2016
View all comments
(1)
The same happened to us, and they messed up our inventory check list. They are a bunch of amateurs who are rude, incompetent, inexperienced and a complete waste of space and time. ...
Nov 27,2013
Nov 27,2013
4
people found
this helpful
this helpful
Run away from Acorn whilst you can. We had to deal with two major issues which made us realise the lack of professionalism and integrity between these two people in this company. First issue, we were told to pay a professional cleaning fee upfront to ...
read full review
read full review
Was this helpful?
Yes
Yes
Sep 29,2007
Sep 29,2007
4
people found
this helpful
this helpful
I have had very bad experience with Acorn Group Estate Agents when I wanted to buy a house in Lee Green , London. Once I had put in an offer, they kept me in complete dark about the transaction and did not manage to get a ...
read full review
read full review
Was this helpful?
Yes
Yes
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 5:29 PM 12/09/2018 by heather heather
