Mark Ashley&Co-WORST SERVICE EXPERIENCE IN MY LIFE (Estate Agents in general)

Member Name: krimson_star

Product:	Estate Agents in general
Date:	14/07/09 (83 review reads)
Rating:

Advantages: Get EVERYTHING IN WRITING FIRST (assurances of repairs, inventory, landlords details etc)

Disadvantages: Currently having to get resolution through legal channels

Mark Ashley&Co - Burnt Oak: They are NOT members of the National Association of Estate Agents (NAEA) or the Association of Residential Letting Agents (ARLA). They refused to tell me what (if any) officially recognised body they belong to.

My experience was that the owner acted as judge and jury, dismissing my written complaints without investigating or even viewing property.

As a prospective customer that stumbled on one of their adverts online-they called me non-stop initially to suggest properties to view on our own (their agent told me later, it is not in their job description to actually view any of the properties they advertise-as they work on assurances)- however these were of the caliber you see on CSI e.g. they sent us to Grahame Park Estate one of the more notorious housing estates due to high crime levels - and couldn't understand the reservations of 2 young professional females.

Finally found a house that was being refurbished and we were given a date by agent to sign agreements and move in-We were not informed at this stage that they 'don't view properties and work on assurances' - and the agent said everything had been fitted and fixed as landlord told him so. Following date 4th July to move in we found landlord was still living in the property and hadn't even fitted the plumbing in the bathroom. He was in his pyjamas and had the washing machine going - when we arrived with our moving van and had taken annual leave day off from work. We had handed notice at our previous accommodation so had nowhere to stay and all the agent could say was 'I was working on assurances' - Although he had spoken to landlord on the previous day we had signed tenancy (and must have been told he wasn't ready to move yet).

Communication: I have NOT received a call from the agent since they took our money even when these issues arose. I had to keep calling each day sometimes multiple times to be told...oh' we can't get hold of the landlord' - when we asked for the landlords details to try ourselves- we were flatly refused. The following week I had become fed-up of being out of pocket and homeless and sent a written complaint with pictures of the incomplete renovations, exposed wires, broken cupboards, holes in walls, windows that wouldn't close, electricity issues, rodents etc and stated what a health and safety hazard the property was due to a rushed job. I gave them up until 10th July to resolve the issues or return our money. NO ONE called or responded to my email by 5pm that day. I had to call and ensure they had read it to take action.

This went back and forth for over 2 weeks with no concerted effort made by agent to resolve the issue. We sought mediation services to facilitate better communication and invited a 3rd party presence which we felt was much needed so that no back pedaling could be made. This step proved pointless as the agents were unwilling to work with us or mediator to come to an amicable agreement.

This left us out of pocket as we had given notice at our current residence (currently staying at friends while we resolve this mess), hired a van to help move our stuff and taken an annual leave date to move. When we complained that this was unacceptable and we wanted to take it up further as we had paid £1972.50 (1 month's rent & 1 months deposit with admin fee-for us to obtain our own references as the secretary sent it to the wrong contact.). Although we had paid for a "service", we were informed that if we refused to sign a new contract tying us to the invisible landlord and wretched agency we would lose our holding deposit of £500". I personally found this approach highly biased on their part as they had breached their agreement with us. I informed the owner of my deepest disappointment with what was coming across as an antagonistic, non-compromising approach. Requested landlords details to facilitate effective communication, repeatedly denied this opportunity by agent. No details of landlord provided apart from his name.

I have found their methods misleading, misrepresenting of what an estate agent should provide in terms of customer service - and currently pursuing this with the Office of Fair Trading and the local Trading Standards.

WORST SERVICE EXPERIENCE IN MY LIFE
Poor communication skills were displayed, a real understanding of customer services was lacking. Get EVERYTHING IN WRITING (assurances of repairs, inventory, landlords details etc) before giving any money over. Agent was unwilling to get all parties together in their offices even for 5 minute chat - or telephone call while we were present to speak with landlord to resolve as I suggested. Agent informed us they were speaking on behalf of the landlord - but I believe if we had been able to speak to the landlord, another interesting service experience would have been brought to light.

Summary: Immensely Stressful, Enormous waste of time- WOULD NOT RECOMMEND.