Franklyn James have managed our flat for a number of years and they have been excellent. Always helpful, friendly and professional, I have nothing but praise for them. They have sorted out problems quickly and efficiently and have been very easy to communicate with. I would have no hesitation in using them for any future work.
Terrible customer service. As many other estate agents they stopped working once they secured my deposit.
Terrible communications, I had to chase up almost everything, no repairs were made, I didn't get my contract until the very last day and now have to reorganize the entire flat as the painters have to paint the flat 2 weeks after I moved in instead of before.
TL DR: TERRIBLE CUSTOMER SERVICE, LACK PROFESSIONALISM
We found out new apartment through Knight Frank (Chris Nguyen) and it was a great experience. We found what we were looking for and Chris was very courteous and accomodating and showed us the apartment more than once, on our request.
They provided the tenancy agreement 3 days before the move-in date, despite we had chased them for a month (There seemed not to be anyone knowing our case with full knowledge.) Regarding the clauses we were not happy with, they simply just passed the messages back and forth between us and the landlord. All our requests were refused but we had to accept it because we couldn't find another flat in 3 days.
The administration was also a nightmare. They never revealed fees all at once (despite we chased several times) so we always found surprises. Very unresponsive, one simple question took them few days or longer to get back, with scattered answers. The worst was, they made mistakes on numbers, and failed to send through emails because they made typo on the address or had internet drop, etc.
Thanks to Seamas and the team at KFH for renting my house out in record time. They did what the promised. Answer all our questions expeditiously.
Just very down to earth, proficient people.
Ridiculous they ask for a 1-day charge of rent just out of a wording game! We confirmed the end of lease date the same as the date we pay the rent each month. But no one ever told us before confirmation that the day is actually counted but not the night before. Why on earth would we pay for the one additional day given that we actually move out two days earlier to that? It was out of goodwill that we end the lease by the end of month sharp... then on contrary heard from them such an unfair and unnecessary treatment.
It is really a frustrating and disappointing process negotiating back and forth. Such an unnecessary waste of time.
We are recently searching for a property to purchase . Felicity J Lord is one of the firms we approached and Tony Huynh is our agency. He was exceptionally professional and kind. He worked very efficiently to find a perfect place for us and patiently showed us round the properties during each viewing. Communication was excellent and I was able to reach out outside of normal working hours. I can confidently recommend Tony Huynh.
Despicable. They lie on viewings, pressure you into signing and take advantage of any and all weaknesses you have.
I was having problems with my health and wanted to move out of my joint tenancy, which they initially said was impossible, then they said with a little more badgering that it actually was but the household didn't meet these insane requirements of how much the household income or guarantor income needed to be, something that wasn't written or agreed to, or even MENTIONED before. Didn't respond to any complaints and are now worming their way out of discipline by the property ombudsman with an email I sent 6 months later agreeing to terms to do with something completely different. I've ended up sectioned because of their treatment.
AVOID AT ALL COSTS.
Knight Frank team at Canary Wharf office has offered excellent service in helping me locating the ideal apartment and completing the contract within a very tight time schedule. Chris Nyugen, the agent who was in primary contact with me throughout the process, was diligent, patient and professional, and was always reachable to discuss my issues. While my need for an apartment was urgent, Chris was unreserved in his service, helping to complete the deal in time. Would definitely recommend his service to anyone of need!
Initial experience is great and very professional but our experience at the end of tenancy was terrible. We were charged around £400 for damages for stuff which was by previous tenants and while some of it was mentioned in the check in report, some of the stuff was never mentioned.
Our fault we didn't look in to too much detail in check in report as we had an understanding with the staff at knight Frank maintenance but she left and the new staff Heather didn't budge. She didn't bother comparing check in and check out reports and we had to eventually pay as we didn't want to get in to the hassle.
The amounts they charge are over priced, for instance key replacement for the window was charged at £75.
Our rent refund calculations were not accounted for and after several polite reminders they looked in to it.
Dealing with Ernest-Brooks International made my journey to sell my property seamless and put my trust back into agents. They were professional, friendly and very efficient. Thank you once again, I shall be returning.
Quick and honest, sold my flat in 6 weeks and was polite with my requests for my flat when viewing. Didnt over promise to me and did what they said from the start! Thank you guys!