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.
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