29th Aug 2024 (21 days ago)
I recently rented through Elite Estate Agents, and while their overall service was professional in terms of processes like referencing, issuing contracts, and reminders, my experience with their agent, Janet, left much to be desired.
As a landlord myself, managing four properties, I have high standards for how tenants should be treated, and unfortunately, Janet's conduct fell far short. Upon moving in, the flat was handed over to us in a state that I found unacceptably unclean. Despite pointing out visible issues, such as cake on the floor, hairs, and crumbs, Janet dismissed our concerns, insisting the flat had been cleaned. Our request for a second clean was outright denied, forcing us to deep clean the flat ourselves.
At the end of the tenancy, we took care to return the flat cleaner than how we received it. However, during checkout, Janet's attitude was shockingly rude and unprofessional. She seemed more interested in nitpicking minor issues—like dust behind a radiator—than in acknowledging the effort we put into maintaining the property. Her behavior was, in my view, overly critical, dismissive of our concerns, and entirely lacking in basic courtesy.
When I attempted to discuss the unfairness of the cleaning fee deducted from our deposit, Janet interrupted me repeatedly, talked over me, and was condescending throughout the conversation. This left me feeling not only unheard but also disrespected. I considered challenging the fee through the DPS (Deposit Protection Service), but due to time constraints, I was unable to pursue it further.
On a more positive note, Alan was consistently professional, and the landlord was fair and easy to deal with. However, I strongly believe that Elite Estate Agents should seriously reconsider how they allow their agents to treat tenants, especially when it comes to basic respect and customer service.... Read more