Mr Auger. Whether you were the managing agent or not is irrelevant and I made no assertion to the specific details of this complaint beyond your lack of interpersonal skills...of which we have a further display here. I did draw attention to the nature of your response to the complainants review, which is now further compounded by your once again making personal remarks about a former customer.
Now maybe you'd like to comment on ALL the complaints below, or will you continue to be evasive and simply not respond....or resort to blaming the customer due to Martin & Pole's culpability ?

What don't you understand about customer relations ??....I fear you will never grasp it's meaning. Your reputation is damaged by your own actions....and maintained here on record for posterity.

For your own sake, do as you usually do and do nothing to make this matter worse !

As to anonymity - well, would this review website be of any worth if people weren't free to express an opinion ?. Either you roll with or not. You elected to 'roll with it' since you're a contributor, so let's see some results.

Buckeyes. You are commenting on something you know nothing about. What do you not understand in the phrase "we were not managing this property." There are lots of people hiding behind anonymity making posts on twitter etc that are best ignored. Please don't believe everything you read. It's election time - I hope no-one believes what politicians say.

I think the big takeaway from this review is the nature of the agent's response - it speaks for itself. A complete lack of accountability or recognition that regardless of the situation, the responsibility to deliver customer service until the customer was satisfied (or in this case understood the issue) is the obligation of the service provider. Pointing the finger at the customer and making a personal remark, simply shows the complete lack of regard for the customer's complaint and is, regrettably, a similar response that I received from this agent as a landlord with a different complaint. I'm sure the agent will respond by stating that this is a reply from a disgruntled competitor - they've tried it elsewhere. But I can confirm as a former landlord that this agent does not recognise their role as anything other than performing a transaction. As already mentioned, this agent has 'dug their own hole' with this response and I have no doubt that this is their loss and deservedly so. Also, please pay caution to their claims that they are ARLA certified as a statement of competence - their compliance with the rules was proven to be limited and they will be evasive when held to account. The fact that these guys continue with this mentality after these years is regrettable, but I have no doubt that the impact to their business will be felt over time. Particularly if they continue in the manner of this response.
Sorry Martin & Pole, you have to realise you operate in the service industry. Either deliver customer service or watch your business slowly disappear as people lose patience with you, and others research their options from websites like this, where responses like yours will limit the appeal of Martin & Pole as a service provider. Now, please consider your position, get your act together and start to demonstrate competence in the industry you elected to participate or exit the market and leave it to those willing to make the effort.

The tenant would not understand we were not managing the property. It is disappointing when we explain a situation quite clearly that for some reason they choose not to understand. If we are not managing the property then our role is greatly reduced. Some landlord's chose to manage their own properties - not unusual, just perhaps unusual that despite clear explanation the tenant chooses not to understand.