Townends Estate Agents
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ELUSIVE & MISLEADING POOR TENANT SERVICE
Like many others reviewers I wish I could award minus stars for the complete lack of customer service at our local branch. In our case the letting agent went to great lengths to explain a check in service she was aware the landlord had never and would never use when trying to hard sell the property to us.The letting agreement signed by both parties contained 3 clauses specific to use of the check in service and we were then left to discover, on key handover (by the landlord late at night and not by the letting agent as we had expected) that , not only was there no check in service but the flat was also up for sale with the same branch and had been for a while...very unnerving for 1st time renters. I have since had several elusive emails from the same letting manager to my complaint about this and she has been allowed to answer my complaint about herself, which I had anticipated would be handle by her line manager. I've contacted Townends head office to specifically ask about their company policy on when they tell tenants that no inventory will be done(as the letting agent claims they err on the side of the landlord and give him/ her an opportunity right up to commencement of tenancy, to suddenly opt in to the service even if he/ she has never done so before and has told them he/ she will not be using it) I have waited the promised 3 weeeks for a Head office response and today have learnt they feel the letting agent has answered the concern fully and have closed the case- WITHOUT ANYONE COMMENTING ON THEIR SPECIFIC COMPANY POLICY... a very elusive company to deal with and very poor customer care for tenants who have paid a higher than average agency fee for very shoddy service. I would warn everyone to steer clear of such a misleading company.