I hired this letting agent to rent my property out and dealt with Rob. He was referred to me by a trusted source. Very pleasant to deal with before a tenant was found but in the end he deceived me and withheld unagreed charges from tenant's first payment. I've given him enough opportunity(4 months) to return the dues before now.
Unlike any other agent I appointed, Rob did not get me to sign a terms of business. I asked for this document a number of times so everything was agreed in writing but never got it(now I know why). We agreed to a set fee for an introduction only let, no extras to pay - I was to do my own tenancy contract, inventory, tenant check in etc and I confirmed this a few times along the way even before accepting the tenant.
I handed the keys over to the tenant before I got the dues in my bank. When I got them they seemed to be less than I expected. I had to chase Rob for the breakdown and it took him a month to email me the 'breakdown of charges' document(due to his understandable personal circumstances at the time I should add). Straight away, I disputed the extra 'setup and admin' charge that was never mentioned and never agreed to. The first time I found out about this charge was in this document. I have chased Rob since and 3 months now but no agreement for a refund.
There were couple of other issues too. Rob miscommunicated and had me remove the (heavy!) washing machine only to find out later that the tenant never asked for that so I had to drag it back and reinstall it. Also, a couple of days after checking in the tenant and making sure everything was ok, I got a weird text from Rob saying he was disappointed with me that the tenant is unhappy(!). I left the tenant happy for sure, we have a very cordial relationship and they've got my contact anyway in case of any issues so Rob's text was surprising and even the tenant was taken aback.
Basically, I want Rob to return the extra bogus charges or more if I have to struggle further.
Oh yea, lately Rob threatened me that he will speak to his solicitors if I take this any further action!
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Mac man your in a bit of trouble mate