It was a pleasure working with Eve, she was helpful, patient and very quick at responding to everything we needed.We are looking forward to move to our new flat and are grateful that she did everything very easy for us to find our new place.
Arantxa Garcia Pla
Savills Northcote road, London
Unprofessional (understatement) real estate agents
When we moved in with our 3 little kids, the furniture we had agreed 2 weeks ahead to be in place was not there, including the bed and there we unopened Ikea flat packs everywhere. Thus, we staid somewhere else. We complained and it took them 1 month to deliver on all the agreed arrangements although we'd initially offered to postpone the move-in date and they'd insisted everything would be in place in time... We also had to fight for weeks and escalate to "senior management" for redress.
We vacated the place early Nov and let them arrange visits for prospective tenants 2 weeks ahead of surrender. Then came the usual game "Let's try to see how much of their deposit we can keep " and it looks like this:
1. "Garden work": £120
They tried to charge for gardening although the check-in report pictures show the mess the place was. So it's "We gave you a tiny garden in an awful bad state with stinking litter and we'll charge you to make it nice once you have left". Thanks.
2. Bed removed": £444
This one you'll love. As part of the agreed furniture change, they were supposed to remove a bad low quality old metal frame bed you only see in depressing films about old houses. Not only did they end up removing it 3 weeks late but they are now also trying to charge us for the "disappearance" of the bed they removed themselves. Really!?
3. Professional cleaning: £324
When we left the flat, 2 weeks before surrender, the place was clean. The dirtying by their numerous arranged visits of the flat for prospective tenants with muddy shoes was then charged to us in an outrageous professional cleaning fee of £324. They're trying to charge us for the cleaning of their own mess... What?!?!
4. Damage to walls, etc.: £1,130
Only a few dirt marks on the walls, that a sponge would have removed, cost £1,130.... What?!?! Actually, you would think the 2. "ultra-premium" professional cleaning should have at the very least taken care of this, would not you? Better still, to justify and evidence such an extortionate amount for a task twice billed, involving using a sponge to clean walls, they have sent us a bill having nothing to do with it:
- "new bed frame and disposed of old one" (charging us for what had been agreed would be free)
- 4 new knobs in polish chrome (nice)
- 2 new panel mouldings (we had the derelict ones instead)
- new dimmer switch (ours never worked)
- new roller bathroom blind (why did not we have this?)
- Glass splash back (nice, we never had this)
- Tiles (check-in inventory shows those ugly broken tiles they graciously ended up changing for the next occupiers , not for us)
So, they are trying to double invoice us (cf. walls and professional cleaning) + charge us for all the nice decoration improvements for the next tenant or the landlord. You will have noticed that none of those items have anything to do with "Damage to walls" although they've confirmed twice in writing that the invoice included everything.
End in sight to this nightmare...maybe not:
- Savills partially came to their senses and removed 2. and 3. but are still trying to string us for a £1,130 wall cleaning without any related invoice.
- 4 months later, Savills are still holding our full deposit without any invoice to back up their claim
- Savills have not even released the undisputed amounts
Throughout our tenancy we suffered from highly dubious mal-practices and, 4 months after the tenancy end, are still suffering from their cowboy practices, still holding our deposit.
But wait, the best is yet to come... yesterday they said they would come up today with a new invoice to cover the "Damage to walls". So, four months after tenancy end, all bills must have been paid months before as they must have already paid their suppliers' invoice. Thus, is someone going to manufacture an invoice to string us for amounts they have been unable to justify? No new invoice yet today...
Our advice to tenants: stay away from those cowboys with their hands in your pockets...
Alex Atkins provided an absolutely excellent service throughout our property search, really going the extra mile to ensure we found what we were looking for at short notice. We were very impressed by how professional everyone involved at KFH was and we are very happy with the end result. I will most definitely be using KFH again in the future and would recommend them to anyone.
Incredibly incompetent and immoral
They lied to us about what was included in the house.
They lied to use about terms in the contract
It took them over a month to give us our parking space that we were paying for
They're are incredibly rude and hung up on me a few times when trying to resolve issues
It took them an unreasonable amount of time to return our deposit
They are entirely unhelpful
They refuse to give references unless you paid them £42
At the end of the tenancy they book loads of appointments to show prospective new tenants around but often cancel and do not tell you
They are not very nice people to deal with
We deal with Mya at this office and she is an absolute star! She is fast, efficient and has a great knowledge of the property market. The office always has great stock and are a pleasure to deal with!
I have always managed my Saturday viewings so that my schedule is properly arranged. Unfortunately I have been waiting at one property for more than 15 mins without anyone contacting me. I called the office just to find out that this property is under offer!! No email, no phone call or voice mail to let me know about the situation before that. She asked me whether I still want to view the second property as booked with the same person and I agreed. I have been waiting at the front of the property for awhile which is fine. I asked about the details. She said is Illegal to tell me how much for service charge and ground rent. She will email to me later. Noticing my shocked face..She asked “any problems?”(With a serious face) - I do not see any point of arguing with her. Until now I have not received any email from her about the details of the property as promised. I have wasted a lot of time with someone that is unprofessional and has an attitude problem! I definitely not deal with this branch anymore.
P.s.Basic manners is important. Please learn how to say apologies or sorry - it would be appreciated more than saying
The entire Barnard Marcus Team were helpful, polite and understood the urgency to get the deal sealed/signed. A special thank you to Chris Randall and William Cornwall for their strong support, diligence and great customer care.
Mustafa A Zaman
Appalling communication and service whilst trying to sell my flat from this branch. I experienced lost paperwork/admin, a suggestion to drop the price of my flat within 6 weeks and TWO unannounced viewings entering my flat without any warning. If I were an older lady, I most certainly would’ve experienced a heart attack.
This is unacceptable customer service and this particular branch have demonstrated exactly why people are moving to online estate agents. Awful experience and handling, and most definitely not worth a 1.3% selling fee.
We sold our house through this branch this summer (SW18) and we're delighted with the service. Good valuation, good sale and good support throughout the process. All the staff in the office were knowledgeable, professional and treated you as a human which was really appreciated.
These are the worst estate agents I have ever dealt with.
They claimed our property was secure and we made payment, then they gave it to someone else who offered slightly higher.
We were left with nowhere to live 2 weeks before move in date.
I’m so pleased that we decided to sell our flat with Chestertons. They were positive about how much we could achieve for our property compared to other agents in the area and we accepted an offer after only a week on the market, so ultimately it paid off. Chris and Claire were both excellent and really nice people to deal with. I wouldn’t hesitate in recommending them.
I would like to thank Chris Willmer and his whole team at Chestertons Estate agent Wandsworth for their friendly and very professional way they marketed and Sold my property. I was always kept informed at every stage of the sale, at the same time they were always there to answer and deal with any problems I had .I would have no hesitation in recommending Chestertons to anyone thinking of selling or buying a property.
Thank you Chestertons.