Ace Property Sales

Scotland

Ace Property Management - Edinburgh

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I have contacted the agency with regards to a property they had advertised on citylets initially via phone.

On the phone I was told that due to COVID they do not take viewings (which is understandable), however they are able to send me a video of the property if I contact them via email. I have emailed and provided details about myself as instructed during the call and got a reply after a day saying they do not have a video of the property and that they are still working on getting one. They did however ask for additional information, which I have replied to politely... problem is I have never heard from them since!

I understand they might have a high number of applicants for one property, but why ask so much info and never reply. Also, if this is how they treat new clients, I don't want to know how they treat you once they get a hold of you ...

Absolutely fantastic service. I just felt compelled to come and write a review as ACE are such utterly fantastic property managers. I had previously let my flat with them for many years before I moved back to Edinburgh and back into it myself. This morning I asked them to take my flat back onto their books and they have gone above and beyond to arrange everything for me in turbo time. Their efficiency is astounding and they are a lovely bunch to boot. Many thanks ACE.

Throughout our tenancy (and the 3 months after while we were dealing with Covid and flat hunting) the staff at Ace were nothing but professional and responsive with us. Erin and Wendy were our main point of contact throughout the year and they couldn’t have been nicer or more understanding - especially with these circumstances. I would not hesitate to use Ace again or recommend them to others!

I’m a new landlord and was a little sceptical about putting my property up for rent at first as it’s been in my family since the building was built. I bumped into the property manager Katy when I popped in for a last tidy up and she reassured me about all of my worries and assured me that my property would be in safe hands. Being a new landlord, I had a lot of questions and worries but Katy was able to put me at ease and talk though the entire process with me. Very glad I chose to go with Ace Property Management, the entire process has been smooth and Katy was fantastic and let me know that she will always be available if I have any future queries. Big thank you to Katy at Ace!

Excellent letting agent who supports both landlords and tenants in equal measure

If I could leave zero stars I would!! Flat of 5 students who paid an absolute fortune to rent a flat that was pretty disgusting when we moved in. Dealt with Stuart and Alan who were so unprofessional that it was laughable - lost count of the number of issues we reported and I'm pretty sure only two things ever got fixed. Think they thought that by trying to have a bit of "rugby banter' with the guys that it was an excuse for the shocking service we were receiving. 
We ended our tenancy after a year - couldn't get out quick enough.
All the stuff we were charged for afterwards was a complete shambles as well "decoration" "painting" "cleaning" "deep clean" (even though our parents paid for a cleaning company to come in before we left!)
Absolute con artists - avoid at all costs!!

We used ACE to sell our property and could not of been happier with the result. Ian was great from start to finish and we would recommend them to anyone looking to sell.

I have been working with Ace for the last 7 years. They managed my 3 rental properties while I was living overseas.
I am extremely happy with the service they provide me.  They are very responsive to both my communications, and my tenants. This attention to detail ensures that my flats are kept in great condition, my tenants are happy, and I can have peace of mind knowing my properties are in good hands.
I would recommend Ace to any landlords or tenants.

Have found ACE Property to be very unprofessional. Arranged to view one of their rental properties and was informed in advance that it was an application process only (not first come, first serve). Agent was late to the viewing and didn't have any information on the property (when asked by another person viewing the property if it was an application process he didn't know). I phoned ACE immediately upon leaving the property and was told again it was by application and was informed I would be emailed with a copy of the application form. No application form was emailed and when I called to follow up was told the property had been taken by a friend of the landlord. I was told that the friend of the landlord had brought an application form to the viewing so it still counts as "by application". Also interesting because I arranged the viewing within the first half hour of the property being advertised (even before it posted on ACE Property's own website) and my viewing was the first and only viewing available. At which no-one had application forms with them.... 

Pretty disappointing...either advertise as first come first serve or application only. Huge waste of everyone's time.

Ace have looked after my portfolio for over 5 years. Very happy with the professional service they deliver

Very poor service - not recommended to landlords/tenants

The consultant I've dealt with (Marcus) did not respond to my enquiry for booking a viewing, instead he "replied" with an email asking back for our personal info, ignoring our question about viewing the property with our suggested dates/times. 

I provided all our info as requested. However, I had to follow up myself (with email and phone calls!) to finally arrange an appointment after having waited 2 days for him to contact us.

During our call he showed no flexibility or willingness whatsoever to accommodate a suitable time/date for the viewing, which lead us to withdraw our interest in the property.

I would not advice anyone to use the property, ESPECIALLY STUDENTS!! Experienced a horrific customer service. Staff are very rude and unhelpful. Do not treat student with respect! very belittling! I would advice anyone who is a current tenant to use emails as correspondence so you have proof of all communications! I have lots a substantial amount of money due to the negligence i have been treated with!

This company will do the absolute minimum to help you. They clearly act for the landlord, not the tenant. They are poor at communication and will resist doing any work on the property; after all, there are plenty more tenants out there when you leave. In a rapacious and predatory market, this was the worst agent we have come across.

Kornelia and Katy were very helpful with moving in!

1st Class Service - highly recommended, Ace has made this rental process very seem less and easy from a landlord point of view, advertising it, doing viewings, verifying suitability of potential tenants, taking payments and deposits! The team in ACE really helpful, nothing is too much trouble.

As tenants, myself and other flatmates highly recommend ACE Property Management. After many negative experiences with different letting agencies in Edinburgh it was extremely refreshing to be with a company who were easy to communicate with and helpful throughout the year. All staff who we dealt with throughout our tenancy were pleasant and in particular Kirsty our property agent, was fantastic at sorting out any small issues that arose. ACE will most definitely be my letting agent of choice when renting in Edinburgh in the future, many thanks again to all the team.

They have serious problems of communication within their staff and a certain employee is particularly rude and unpleasant on the phone. I recommend to look elsewhere for a flat! My flatmate called to book a viewing and they said they would call me back to arrange a time since I'm the one who was supposed to go to it. They never called me back. When I called them they said that the viewing is fully booked and they claimed not to have received a phone call in the first place.

I think it is quite telling, when many of the positive reviews here are from landlords, and many of the negative reviews are from the tenants.  I have stayed in several flats around Edinburgh with different letting agents, and I can safely say that I had by far the worst experience with acepm.  We attended the viewing for a 'fully furnished, 3 bedroom flat', and of course there is some leeway when one lists a flat as 'furnished' but there was no prior mention of the fact that the flat only came with 1 sofa, and 2 beds.  The third (my) bedroom had just a mattress on the floor and I made sure to arrange that they put in a bed frame prior to our moving in.  When I did move in, I was met with the ridiculous site of 2 single bed frames pushed together, with a double mattress (that CLEARLY wouldn't fit properly) placed on top.  

Things did not get any better from this point.  Within the first fortnight of us moving in, we were informed that the landlord wanted to perform 2 last minute inspections - we ended up refusing the second, and were surprised the agents would allow the landlord to do this.  Generally speaking, the agents appear to bend over backwards to accommodate the landlord, with little consideration for the tenants.  

In addition, communication with this company is very poor.  Each time one of us contacted the agency, we received a reply from a different person every time, and none of these people appear to communicate very well with each other.  And there have been instances of emails going entirely ignored, or being responded to with a phone call, which is not ideal when written communication is required.  

Also, when we moved in, the flat was by no means 'professionally cleaned', and we received an apology for this and were initially told that when we moved out, the flat should be left 'as it was when you moved in', i.e. not professionally cleaned. Yet, closer to the tenancy end date, they decided that it did actually need professional cleaning after all. 

I will be making sure to avoid lettings from this company in the future.

I have been renting a flat with ace property for the last 9 months and I have been hearing weird noises in the walls... at first I thought it was mice, and then I thought it could be rats... only to discover it is actually a snake called Wendy :@

Superb team, always willing to help and handle any issues promptly, would highly recommend !

We rented a property for seven years from ACE and found them to be helpful, courteous, approachable, professional, and fair. Any problems were dealt with quickly. Ace trusted us, as long-term tenants, and worked with us, so that we both had the best rental experience. They were never intrusive, but always on hand if we needed them. When we left, they were respectful of our privacy when showing the flat to prospective new tenants, and apologetic when there were a few that lingered a little long! Our deposit was returned swiftly and we would have no hesitation in using them again if we ever needed to, or recommending them to others.

Excellent experience throughout our five years of tenancy, prompt service and fantastic communication and respect of our privacy/schedule. Honourable mention to Charlie who was always incredibly helpful and pleasant.

I would strongly discourage everyone from working with this agency. I've been renting a flat with them for a year, staff was always polite face to face, however, there aren't any other positives in my experience. After moving in we didn't receive confirmation of our deposit being protected by any of the available schemes (legally, it's a must). Emails were slowly answered, often completely disregarded. 2 months after moving out we were still at the stage of begging via numerous emails and phone calls for information about our deposits. Curiously, the responsible person was on holidays and incredibly long lunch breaks most of the time. It was only after we mentioned small claims court that they started replying (without the intent to help)... Eventually, it took nearly 5 months overall and tremendous time and effort to get our deposits back.
These are just the most outstanding parts of their manner of treating student tenants that I believe represent their mentality as an agency. I've seen great reviews here and I don't doubt their honesty. My only advice would be; if you decide to sign a lease with them make sure you're either a competent and valuable customer or a very well prepared student, knowing the ins and outs of property renting otherwise you may end up having a very difficult time. Be prepared for miscommunication and lack of fair treatment.

(22 months tenancy period - 2 bed flat - 850£ PM - first 6M paid in advanced along with 950£ deposit)
They totally forgot that we've moved out, ignored our email asking to release our deposit, and only after we called them remembered about our existence.
They charged us 24£ for the replacement of 3 bulbs. Got our deposit back 1 month after the move out/final inspection!
They never show respect to our schedule, while running inspections or handyman had to come in. They used their own keys two times without our prior permission to do so. And they didn't even have the courtesy to knock the door first, just in case someone was in. One time I was in, sleeping, and the second time we've found out because they forgot one extractor on. Yeah, they didn't even send an email to let us know about it. On the other hand, visit without appointment their office is NOT OK, at least that's what I was told, and in most of our phone calls they reacted like we are annoying them because they are "very busy". (Also, in case you are wondering why we didn't call earlier for our deposit.. only emails are OK!)
I was unstucking previous tenant's pants, socks and paper garbages behind heating radiators and after the final inspection they complained about dust under a bed which was impossible to move and vacuum under it. They probably found out about this by themselves and and they did not charge us X£ for 4 square meter vacuum cleaning or whatever..
They did not complain about the internet installation (cost us 50£) we left behind though. Totally regret that we did not cut the cable off from outside the window and leave the property as it was when we moved in and make the new tenant go through the whole installation process again.
As an owner of two properties myself I am able to appraise us as tenants and we were very good tenants.
Bottom end, if you are an owner of a property GO, they are really good in keeping tenants in a "short leash", but if you are tenant DON'T. They use tenants as tools or objects to keep their clients (landlords) happy.

PS. I won't even bother to raise and discuss the issue of the bad attitude of a particular member of your staff.

ACE certainly have lived up to their name: they rented out my property for more than 3 years in a very professional and efficient manner.
When I decided to sell my property, I chose ACE to Manage the sale. My flat sold within 3 days of going on the market.
Finally, I must say that the staff at ACE Property Management are absolutely great: friendly, extremely capable, and a joy to do business with.
Thank you all at ACE.

Alan Nash and Michelle from ACE Property Management were highly professional and reliable both in managing my rental property and when it came to selling it. They were aways prompt in relaying important information and made being an non resident landlord stress free. I would not hesitate to use them again or recommend them to others. Thank you.

This company seems to have some serious issues with communication between employees. 

I was said tenant that “dumped” the keys back on what we thought was the move out date. I was nothing but polite, came and in spoke to Wendy and handed her the keys. I was very confused when she looked at me in disgust and in a very aggressive manner asked why I was handing them in, and that we still had two months left on the lease. I brought in my parents to discuss it with you, who were amazed at how you could speak to a young girl like that. Of course at first we were very upset and confused but myself and my family continued to be civil over phone and email discussions. And your retort just proves your lack of customer service and respect.

We fundamentally did call to enquire about moving out early and were told we MUST move out on the date on the lease. If you have no record of these phone calls then that is not our fault, you can not straight up deny we ever had these conversations. 

There was absolutely no mention of an official move out inspection, believe me if we had heard of that we would have been there to make sure we weren't being taken advantage of. As you mentioned, we did fill out our inventory list - which was checked and accepted by you - therefore should suffice as proof of unsatisfactory cleanliness.

Also yes, I was in the flat alone, when someone started trying a key in the lock and came in as I went to see. I had absolutely no idea who he was, and was very reluctant to let him in but felt I had no choice. Clearly he had already been doing it when we were not present or else he would just have knocked the door. This concern was brought up when he had our inspection but never followed up.

I want nothing more to do with this, and am only replying to defend myself in an unwarranted attack. I hope that you can use this information to provide a better service in the future.

We let out our flat twice through ACE Property and had good service on both occasions. Not only did our property rent within days of us signing up with them, we felt like we were given a high standard of personal service from the whole team who walked us through all the necessary steps that we needed to take. If there were any issues or concerns Alan and Stuart were very good at getting back to us...they even arranged for a new cooker to be installed with 24 hours notice as ours broke the day before we moved out. Our flat was returned to us in great condition on both occasions, and as a result, we would not hesitate using them to let out our property in the future.

I let my flat out through Ace property. I received excellent service from each and everyone of the members of staff involved:- speedy replies to emails and phone calls, attentive service and professional approach.  I have no hesitation in recommending ACE Property Management Ltd.

IF YOU ARE A STUDENT AVOID ACE PROPERTY AT ALL COST. THEY WILL TREAT YOU LIKE A PIECE OF MEAT. When we moved into our new flat Ace Property claimed the flat had been ‘professionally cleaned.’ The flat was filthy and we even found two maggots in the cutlery drawer! In the first couple months of living here we encountered numerous builders who would let themselves into the flat unannounced and help themselves to tea and biscuits! The builders were there to replace a door to the outside office. Even though we were paying for the room we didn’t receive the new set of keys until a month before we left. 
 Two months before our agreed move out date we phoned the agency in regards to moving out in two months’ time, it would have been incredibly easy for a certain member of staff to explain at that point in time that we needed written confirmation for this instead of waiting two months and for us to move out to tell us we needed written confirmation and for them to demand a further two months’ rent at £2100! Which was, as students, absolutely excruciating especially as the flat was no longer of any use to us.  Having been forced to pay another month’s rent the property should have still been in our name but on arrival we found that the agency had locked us out and we could not get into the flat we had paid rent for! The agency was called and a certain member of staff met our calls with rudeness and disrespect and had the audacity to suggest that we travel back to Glasgow from Edinburgh late at night and come back to the agency on Monday morning to get keys even though it was made clear to her that belongings such as work uniform were in the flat and needed for the next day. We then had no other choice but to pay for a taxi to the agency and were ‘lucky’ that someone would come out to meet us.
  We were though lucky in that the agency put the property on the market and some members of staff were very decent and understanding of the lack of communication. In the end we only had one extra month’s rent to pay which was a step forward but still by no means ideal.  Upon handing keys in after the actual departure we were met again with rudeness and disrespect by a certain member of staff to the point where we were told that the removal of small plastic bag of belongings that had been left would cost us £10 removal charge.
We thought at this point we would have heard the end of it but the agency took more than a month to send our deposit back with the cheek to take £70 to replace 4 lightbulbs.


I rented a flat with this agency for about 1.5 years and the whole experience was really good. Good communication and all issues in the flat was looked into instantly. My experience was perfect. For the 8 years I am in UK renting properties this has been my best experience. Moving out was smooth and easy than it has been before for me

As a private landlord ACE have always provided me with outstanding service, advice and support regarding my property and my legal obligations as a landlord. I have found them to be thorough, very approachable and incredibly professional in everything they do. I always push landlords and tenants their way because I know they will be looked after and their needs put first. They are genuinely passionate about providing the right accomodation to everyone and I highly recommend them.

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