Having dealt with both your Earlsdon and Daventry Road offices I cannot say more about the professional, enthusiastic and motivated staff and service provided. I couldn't ask more of an agent who achieved more for my property than I thought possible. I cannot thank you enough!
1416 days ago
I've been very disappointed with the level of customer service we have had from Payne. We were looking for a three bedroom property and had some time limits on when we had to move in by. We found and viewed a property which was listed for £850 per month. We were interested in applying but wanted a speedy application. To aid this, we offered an additional £50 per month on top of the rent on the agreement that Payne would give us a response by a certain date. Payne delayed in acknowledging our offer until it was too late. They then responded and told us that our application for the house was being taken further. and did not mention anything about the price. We were contacted the following Monday when we were due to pay the agent fees and provide identification. It was at this point that we were told that we would have to pay the rate of £900 per month rather than the advertised £850. We had clearly stated that the offer was conditional on us hearing back within a certain time frame as we had to spend extra money on storage and accommodation because of the delay in moving in. As we were pressed for time and were advised that our application would be refused if we did not agree to the higher rent, we reluctantly agreed.
After the referencing period, we were able to move into the house, whereupon we discovered that there were several large items of furniture that were present that had not been present when we viewed the property, most notably was a large blue sofa. As we had made arrangements for furniture, this was not entirely appreciated. We had to change arrangements for other furniture, costing us time and money. We politely emailed Payne to discuss options for storing or possibly removing these items from the house as they limit the space that we have available. They responded (rather rudely in my opinion), asserting that all the furniture that was in the house when we moved in was there for the viewing. I found their response lacked any basic politeness and essentially accused us of lying, allowing no possibility that they were mistaken. I find it incredible that they think we somehow just didn't see several large items of furniture... Instead of offering any sort of compromise, they were incredibly unhelpful and advised us of places in the house we could store them.
Finally, we have had issues with their 7 day inventory policy where they have emailed one of my housemates and essentially accused me of having lied to them about our responsibility towards replying to the inventory. I was told that we would have seven days from receiving it to check and respond. We received it last Monday and have tried to submit it with a few minor adjustments earlier today, one week later, only to find that we can now no longer make any amendments. Any attempt to speak to anyone from this company has been difficult, their customer service is appalling and they have been completely unwilling to budge on any of the issues we have faced. Overall, terrible service.
For reference, I have included a picture of the sofa that they have said was there when we viewed the property. I will leave it up to you to decide whether we could possibly have missed this...
1406 days ago