Review Time
I'm writing this again because the service continues to label my experience as "defamatory" and is attempting to remove my review! I'll keep it brief this time. We were informed that if we cleaned thoroughly at the end of our tenancy, we wouldn't incur additional charges, so we opted for this deposit option out of necessity. Even after cleaning 80% of the property, the management still claimed we owed for a complete end-of-tenancy clean, which we suspect was their intention all along since it seemed largely unnecessary and significantly more expensive than other local services. After months of inadequate communication from both the property management and the service team via their website, where we used their evidence upload and direct chat features, the result was the service's "independent" adjudicator fully siding with the property management. We missed the final deadline to contest this because only two out of five of us received emails from the service. After that, we reached out to the provided email for further inquiries about payment, but received no response for a week. By then, they were threatening legal action against five broke university students over a few hundred pounds. During a phone conversation, they displayed little understanding of their own procedures and asked about matters we were no longer concerned with, suggesting our lack of responses was due to the claim process being concluded. After we made the payment, I received an email stating that our evidence submitted through their website was not received, along with another from what seemed to be higher management confirming this and stating that we could no longer take action. I quickly wrote a review to caution potential users against trusting their platform, and not only did they flag it for defamation (which was thankfully overruled), but their response claimed that the evidence had indeed been received. In summary: I have very little faith that the team at the service understands their own processes most of the time, and I view this scheme as primarily benefiting landlords. In my experience, they lack accountability and seem more focused on crafting empty apologetic responses than actually reviewing your case and providing clear answers. AVOID AT ALL COSTS.
I submitted a claim last August, which was supposed to take a week, and now it’s December 3rd with no updates! I often get disconnected after waiting too long, and when I do manage to reach someone, I'm told that someone will follow up on my claim, which never occurs. I would never use this service again due to its unacceptable quality!
I just spent at least half an hour on the phone with a representative who was truly exceptional. So patient, helpful, and addressed all my numerous questions, resolved an issue, and clarified various processes for me. I'm very grateful for their time and empathy - a real lifesaver! Especially since claiming a deposit back can be a stressful experience. We are currently renovating the property we rented out to move back in soon, and being pregnant makes it even more important to have supportive assistance. Thank you so much!
I previously reviewed my distressing claim process, but this time I want to caution other tenants about not trusting their app or website! After months of us stating they didn’t review the evidence we provided, it turns out they never received it! We submitted it through their app/website via links emailed by the company, and it never appeared to them! Now they can't take action because it wasn't raised at the time. None of them thought it was odd that the evidence we referenced didn’t exist? 🤔 To future unfortunate users: don't trust their website, screenshot and email everything as well 🙃 what a mess. Update: I was contacted by the company stating my evidence was never received, so they need to clarify their story now—I want a proper answer and/or apology for the trouble we faced.
I previously reviewed my distressing claim process, but this time I want to caution other tenants about not trusting their app or website! After months of us saying they didn’t review the evidence we provided, we found out they never received it! We submitted it through their app/website via links emailed by the company, and it never reached them! Now they can’t do anything because it wasn't raised at the time. None of them thought it was odd that the evidence we referenced didn’t exist? 🤔 To future unfortunate users: don't trust their website, screenshot and email everything as well 🙃 what a disaster. Update: I was contacted by the company stating my evidence was never received, so they need to clarify their story now—I want a proper answer and/or apology for the trouble we faced.
I haven't received any responses to my emails after more than a week now. I've sent two emails with no reply, just like the first part of their name! The auto-reply stated they aim for a two working day response, but they've already tripled that. I can't call them as I'm outside the country, so email is my only means of communication. It's unfortunate that leaving a negative review seems to be the only way to get organizations to take you seriously nowadays. Extremely poor service, and other reviews indicate this is the norm! Avoid! Update: I increased my rating from 1 to 3 because the response I received after 8 days was thorough and clear. However, the delay has affected the sale of my property.
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