Prime Property Management
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Devastating, appalling experience with Prime - PLEASE BE AWARE
Devastating, appalling experience with Prime - I don’t want anyone to go through what we currently are. PLEASE BE AWARE if they manage your building!! On the 31st April they did a “bike audit” within our block and we had absolutely no communication about it. Afterwards we found a tiny sign (in a part of the building we don’t use!) indicating that if you don’t have a red tag on your bike it will be removed. Our bikes were locked up in the correct place and on a bike rack. They cut through our locks (a huge amount of destroyed locks are still on the garage floor!!!) and left some wheels hanging on the rack. They took the bikes that were in the correct place and left all the bikes that were under the stairs and simply just stacked on top of each other. It doesn’t make any sense!!! The communication from the start with prime and ongoing has been lie after lie. Miscommunication and further lies. We eventually got our bikes back nearly two weeks later and I was absolutely devastated to find my bike in particular has been badly damaged (the whole of the paintwork has been stripped in places following poor handling). This bike holds high sentimental value and to say I am upset is an understatement. I have sent them images showing the damage to my bike. They requested pre removal images from the waste removal company and even though it’s a poor image can see clear damage has taken place. They have taken zero responsibility for this, they didn’t send adequate communication to our letting agents or our contacts for what goes on in the building and simply said “we contacted your landlord”. Our landlord doesn’t even live in the county and all information needs to go through our agents and property managers which they have the contact for. They lied and said they didn’t. None of them were contacted. Our contact manager asked for the complaints procedure over a week ago and has heard nothing. The treatment we have received from them has been utterly appalling. Many people in the building have been affected - there were a family crying after discovering all of their bikes had been taken. It’s been a shameful process. They do not care about the individuals living in the building and there are many issues that actually need addressing in the block such as the broken main front door that is continually open to the public that they choose to ignore. Please be aware and keep note of your correspondence with them - we are having to escalate this and seek legal advice. * Update 27/05/25 I see that your response below doesn't take any accountability for the damage that was done to my bike or the fact that Prime specifically said to me (in emails) that if it is discovered that the damage happened to my bike whilst in your hands they would cover the costs of the damage to my bike. Evidence has been provided and Prime has backtracked on their promise. Yet again. Clearly, there wasn't a proper audit of the contacts because Prime has both our letting agents and property manager's details, and neither was contacted. Prime only contacted our landlord who is overseas. Many other residents are also going through this so again it is clear proper communication was not applied to this situation. Regardless of this Prime said they would cover the damage to my bike if they found it had happened during this process and now they have backtracked. You have changed the narrative to protect yourselves and have absolutely no regard for the individuals living in the building. Thankfully we have all the emails and we will not allow Prime to gaslight us. We have made a complaint and are going through the complaints procedure. Today we received a reply from one of the individuals that we spoke to at the very beginning of this which is obviously bizarre but not surprising... We have replied to say we expect a neutral party (the head of the complaints department) to investigate this for obvious reasons. It ridiculous. Your reply is generic and I can see it's been used before in a similar way. And the irony of this is that you mentioned it was the unused bikes that were causing the problem and would be removed... you didn't touch the used bikes that are just on the ground and under the stairs. Instead you took the bikes that were being actively used and locked away in the correct place. We expect to be compensated for the damage to my bike and failing to do so will result is us taking legal action.