13th Oct 2026 (3 days ago)
1 star<br>Very disappointing experience. I was genuinely interested in a property at Snow Hill Wharf and made it clear that I needed to make a decision quickly because I was viewing other apartments.<br>I was told that the agency was having difficulty arranging access for an in-person viewing and that I would be kept updated as developments occurred. I also specifically asked whether the landlord could be flexible on the move-in date because of the delay, and I was told they simply did not know.<br>I later discovered myself that the property had been marked as Let Agreed on Rightmove, without anyone from the agency bothering to update me.<br>Properties move quickly and I understand that another tenant may be chosen, but leaving an interested applicant waiting while progressing the property elsewhere, after promising to keep them informed, is poor communication and very unprofessional.<br>Based on my experience, I would not rely on this agency for clear or timely communication.<br><br>Part 2, my dear...<br>Your response is a remarkable example of how to turn a legitimate customer complaint into an exercise in avoiding accountability.<br>What you failed to mention publicly is that, on 5 October, Patrick Backos contacted me by email about this review. He acknowledged that communication from your side had been unsatisfactory, apologised, admitted your agency had fallen short, and asked me to consider removing my negative review because he felt it did not fairly reflect your service.<br>I declined, and stand by that decision. Your public response now disputes the very communication failure your representative had already acknowledged privately. Which version should prospective customers believe: the private apology or the public claim that my criticism is unfair?<br>Pierre explicitly told me twice in writing that he would keep me updated as developments occurred. I have the WhatsApp conversation to prove it. The property becoming Let Agreed was not a minor development; it was the most important update an interested applicant could receive. Yet nobody informed me. I discovered it myself on Rightmove.<br>Your explanation that you cannot individually contact every prospective tenant is irrelevant. I expected your agent to honour the commitment he personally made. The fact that the property was let through another agency, as Patrick explained, changes nothing. Your inability to secure access, arrange a viewing or communicate the outcome was not my responsibility.<br>Your agency had time to contact me to request removal of a negative review, but not to tell me that the property I was actively enquiring about was unavailable. That says more about your priorities than any one-star review.<br>A professional agency would acknowledge the criticism and improve. Instead, you have disputed an experience your own representative had apologised for. Customers are entitled to leave honest reviews, including negative ones, to inform future customers rather than protect a company’s preferred image.I have retained the relevant WhatsApp messages and email correspondence supporting everything stated here....My review will remain exactly where it is. Your response, together with your private admission of poor communication and request to remove my review, has only reinforced my original opinion.Perhaps next time a customer raises a legitimate concern, your priority should be improving the service rather than persuading them to remove evidence of their experience.<br>??????... Read more