I would like to say thank you for Abbie to finding the perfect property for us and Paige's help troughout the buying procedure. I can highly recommend Coopers :).
I have never in my life taken the time to write a negative review however, given the appalling service my flatmates and I have received over the last 2 years letting from Coopers, I feel compelled to do so.
We are unsure as to whether this abysmal service is reserved exclusively for students, or whether this is received across the board, but we have had the misfortune of letting 2 properties from Cooper's during our final 2 years at Brunel University.
Estate agents, namely in our experience, Jackie (property management) and Jayde, play on the inexperience of student's as first time house renters. We were misled about the facilities of our first house and encountered mathematical administration errors along the whole process leading up to the acquisition of keys for our first property. The service doled out to students is incredibly patronising, despite the multitude of errors made by Coopers staff, we were rudely affronted and made to feel that it was our inability to understand the renting process. Coopers charge an astonishingly high administration fee, in our case, 3 students, totalling £768. £240 of these charges were guarantor fees that we had to pay twice despite there being absolutely no change in guarantor information. It is written into contracts that students will have the price of end of tenancy inspections taken out of their deposits. All this would be palatable if the level of service received from Coopers was exceptionable. However, we have currently been without a functioning boiler in our house for 7 days during the middle of November. There is no out of hours service and the onus is placed on the individual to chase up Coopers with regards to repairs. We were greeted with the answer that, and I quote Jackie: "A boiler costs £1500 don't you know this is a lot of money." However as our rent totals £1650 each month and we have had to leave the house due to it being unliveable this does not seem a satisfactory response.
My only hope for this review is to raise awareness within the management team that the service offered to students is wholly unacceptable and needs serious review. Once again, it is with regret that I have taken time out of my schedule to write such a negative review, but I hope that students looking for estate agencies in the Uxbridge/Hillingdon area think carefully before choosing Coopers.
Miss Rachel Flyn has been managing my property for over a year, I am very satisfied! Rachel is very responsive and accommodating. Highly recommend the agency and Rachel.
I have rented 2 properties really good and return your calls and full of promises until you sign and hand over your deposit.
The first property I moved into was dirty and needed painting I was told it would all be sorted out I had to pay a decorator to paint the lounge and bedroom we could not move in for a week when we checked ou they charged me for 2 light bulbs and cleaning as they were selling the property.
The property I have now moved into the washing machine isn't working properly so my wife has to go to the laundrette and we have other problems but looks like I will have to pay for them myself.
Romans letting Uxbridge the best to deal with.
Friendly staff , quick response.
Highly recommend for everyone.
If I sound like a displeased customer it's because I am. Today marks the end of a long and thoroughly dissatisfying relationship with this company. I'm sad to say I was a tenant of theirs from the point they purchased this business from Bennet Residential. The predecessor was by no means perfect but by comparison they were a glowing beacon of customer service. Romans really is that bad.
I don't base this on a single incident, this is an informed opinion developed over a period of time and at all levels of the business. All of which I can back up if anyone at Romans actually gave a damn (they don't, for the record).
Just today Romans finally elected to return my deposit. This was not disputed, they just didn't want to give it back and didn't want to put a split second of thought or effort into the process. Paperwork returned by me within 24 hours. A month for them to bother doing anything with it. Tenancy Deposit Scheme says 10 days is acceptable for Return, Romans say 30 days, they returned it on day 31. A cynic would reasonablyy think their staff were being deliberately antagonistic.
Talking of their staff: maybe they should look up the words 'thoughtful' 'responsible' 'useful' or dammit maybe even 'proactive'. They refuse to take ownership of even the simplest issue, won't return calls, are quick to blame someone else, and seem to do their utmost to put in absolutely no effort whatsoever. In short: they do not care about you.
What they do care about? Fees. The distinct impression I get is that their only interest is in charging fees to their customers. Not reasonable charges for work done but elevated, exorbitant fees for anything they can think of. They'd probably charge their customers for picking up the phone (in fact, they may actually do this but they don't answer them so I wouldn't know). Latest one was a renewal fee detailed in my contract. I was lucky enough to have a legacy contract from the previous owner of the company who do not charge renewal fees but Romans were adamant that I would owe them for this. They didn't actually have a copy of the contract either. They couldn't find it. I had to send them my own copy before they would agree that no fee was due.
Talking of said contract renewal? Well, they forgot to renew it. 3 full months after expiry an email saying 'sign here'. Not a call, not a letter, not an apology or explanation, they simply had no clue. Landlady was delighted with that one.
Back on said contract I received numerous, written threats of a credit default as after 3 years of tenancy they decided I was paying on the wrong day. Again, as they had no clue about the contents of my contract they appeared just to be making things up. They repeatedly called my wife threatening said credit default (causing her no end of stress and upset) and I had to threaten legal action, asking for a written retraction of their comments (and send them another copy from my contract, their copy 'lost' as above) before this was dealt with.
Heaven help you if you need a repair of maintenance issue addressed; the contractors that Romans use for repair work (or perhaps even Romans themselves) quote absolutely exorbitant prices, miles in excess of what work could be completed for on the open market. The issues I experienced in my tenancy were handled by outside contractors after Romans had tacked their pound of flesh onto the cost of the work. Perhaps I feel lucky I even got this far, though. Reporting an issue is generally ignored. Call-backs just don't happen. Nobody within the organisation follows anything up because they feel they don't have to. That would involve effort. I'm sure they'd far prefer to sit there and charge some fees instead.
I could go on and cite numerous other unpleasant interactions with this lazy, inept, and utterly unfit company but I shall not give them any more of my time. I am thrilled that I shall never again have to deal with them and would urge that any prospective customer very seriously consider their position before doing so.
Avoid at all costs.
We would recommend Coopers and their team, especially since they helped sell our house in four short days. Everything happened seamlessly thanks to their brilliant work. Thank you!
Greg and Rhys in particular were very helpful during the entire process. They were approachable and friendly, answering all the questions we had in a clear manner which made this stressful process much easier. They responded almost instantaneously to any queries and requests we had, making the process move quickly and easily.
Left the lovely property we rented on Kings island 3weeks ago and no news on our deposit whatsoever. We talk about £1800, got the inventory report weeks ago, were told a few bulbs need to be replaced then the lady disappeared and can't be bothered to get back to us regarding our deposit. No reply on emails, complained over the phone and no reply on that neither. How can one lazy person (Susie Fishenden) hold back the entire deposit process? Obviously when you pay the deposit, you need to be dead sharp on the timing but how long we need to wait to get our money back??!!
Wonderful service for both buying and selling.
Professional, polite, honest, punctual - everything you expect from estate agents but never get!
Totally recommend them, James Cheal and Ben Purcell were delightful and made my life as stress-free as possible.
Thank you to James and the team for their support during what turned out to a long sale with a minor disaster three days before completion. James was always very professional, kept me up to date every step of the way and very supportive when problems occurred. Thank you!
Had a good experience with Gibbs and the associates, even though I didn’t buy with them. Jenna and Lucy were really helpful arranging viewings and Accomodating my last minute viewing requests. They both have good sense of customer handling and satisfying customer needs.
If you buying PLEASE AVOID this agency!!! Unfortunately, I feel nothing but anger and extreme disappointment after dealing with them. The agency was still showing the house to others even after our offer was accepted by the seller. Obviously, somebody came up with a higher offer and we lost the house.
I hope my review will be a warning to others that under no circumstances they should be doing business with these people (unless you’ve got plenty of time and cash to waste). In my opinion the agency is a scam – totally dishonest and unreliable. Not recommended.