I'm truly sorry to read your review.

I have looked in to this and can confirm that we have followed the reference checking steps that we follow for all tenants. Not only did we receive references, we validated them. I'm not sure what your understanding may be of a basic reference though. In particular, your tenants were from overseas, therefore, a historic check could not be carried out given they would have been living in another country. Though their previous landlords reference was an unblemished one.

As you have indicated, we gave you all the tenants details and you were happy and authorised us to proceed which we did. Within the tenants application the question is asked "do you have pets" and they have answered no. Its is unfortunate that once they took possession, you claim they now have a dog at the property. No doubt you will see from the tenancy agreement a clause is in place in regards to pets. As you are managing the property yourself, you do need to address this with the tenants, though I am aware that we have written to them on your behalf as a gesture of goodwill.

Following your comment about the finances we collected from the tenants, I'm a little confused in regards to what you have said. Given they were from overseas, we had collected 3-months rent in advance and a months rent as a deposit. Within your review, you state we had not collected money in hand. I can only assumed you may be thinking of something else as what we have collected can be construed as being money in hand.

I have spoken to John and have listened to the recording of the telephone call. Other than John telling you to calm down on several occasions I cannot see how he was argumentative.

Needless to say, I am sorry that you feel let down by us. I am based at the head office and I would be more than happy to discuss this in the hope to restore our relations.

Ross