A member of my family moved to "luxuiry accomodation" in Sutton. Due to unclear information emailed by the agents the deposit, which I paid for was made twice. BM were given my bank detials for the return, 30/05/23 but took no action. I called them 06/06/23 an agent called Sophie asked for my account details. I followed up with an email and her response was "Ive amended the refund so it will land in your account, Refunds can take up to 10 working days,". I was unhappy that there would be delay and emailed Sophie several times regarding this. Following my 4th chase Sophie responded on 14/06/23, "I have sent the refund request to my accounts team, I will chase this now". I have been chasing progress daily since then with no response and without payment of the £317. The appratment is not as advertised; the member of my family moved into the appartment 10 June. Despite Barnard Marcus advertisment that the appartment is "luxury" it did not have a working cooker (it had not been wired in) and there was no plug for the bath. The landlord has been contacted daily regarding this. For the most part they have not responded. On the 15/06/23 they managed to speak to the landlord who stated only that the issue would looked at some time this week. A close member of my family has not bee able to cook for themselves for a week nor take a bath. This is completely unreasonable.
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