All i can say is use Townends Guildford at your own risk.

Townends Estate Agents www.townends.co.uk
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Guest's review of Townends Estate Agents www.townends.co.uk

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“All i can say is use Townends Guildford at your own risk.”

Written on: 21/06/2012

I am now taking them to court and have been put under so much stress by them. The sales team Lucy and Jack are great but that is where it stops. They can not get contracts right, they lie about fees, they promise the earth and deliver nothing and there has been many a time i have put down the phone to them in tears. I am a new land lord and they have treated me with nothing but lies and take money from my rent monthly for no reason, the refund it and then do it all again. I have not yet had the right money. they provide companies to come in your house and cause damage - like the cleaners and lie about their costs. I can go on all day but it is up to you but if you want to be lied to a stolen from then Townends are your guys.

I have been in tears, bullied and have simply had enough

Townendsproperties's Comment

Written on: 22/06/2012

Dear Sandra

We are surprised and disappointed to read your comment which you have previously posted on AllAgents.

Having investigated the points that you raise it is our understanding that there were some difficulties that you experienced and we apologise sincerely for this. It is equally important to note that the matters brought to our attention were acted upon and remedied as swiftly as possible, in particular the issues with the cleaning which actually relate to the clean not being carried out satisfactorily by the cleaning company and not damage caused, for which the cleaning company returned and remedied accordingly. As a result of this your Tenant confirmed their satisfaction and you were advised of this. It is further noted that no funds for the clean were passed to the cleaning company until such time as this confirmation had been obtained and as such merely held back on your landlord account in lieu of payment. We note that you also fail to point out that part of our actions to remedy matters for you included Townends contributing to 50% of the cleaning cost by way of a good will gesture to you.

Whilst we strongly refute your further allegations, finding them somewhat libellous in content, we are not in the business of upsetting our clients and as such have already invited you to speak with us directly to discuss fully. I am disappointed to note that you have not chosen to do so and have instead simply repeated your previous comments on a different website. I am still keen to help to resolve any issues that you still believe have not been resolved satisfactorily and would ask that you contact me directly by email lmcneal@townends.co.uk or by phone on 01932 736577.

Kind Regards

Luticha

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Sandra71's Comment

Written on: 25/06/2012

I would just like to say I called Karl on Monday and left an answerphone message to discuss the whole situation and he has never called me back. As for the cleaners the full facts of them leaving my house with the doors open, windows open and sitting in garden smoking to which I had to go clean up after them is all very sad. The company have had me in tears and I have had to spend an obscene amount of time chasing - all I wanted is cusromer services. I tried to call you Friday after your comments but just got the answerphone again. I wanted an agency who would look after my assests, pay on time, respond to queries and in general have a rapport with for many years and this does not seem to be what you are looking for but maybe you can prove me wrong.

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Townendsproperties's Comment

Written on: 26/06/2012

Hi Sandra

I apologise for not being able to take your call in person on Friday – however I am surprised that you didn’t simply leave me a message or send an email as I would have called you back as soon as I was back at my desk. Having also spoken to Karl he has advised that he does not appear to have received a message from you either.

We do feel that we have fully investigated your complaint and you have already received compensation meaning that, in our opinion, this matter is closed. If this is not the case, I can only ask again that you contact me directly on 01932 736 553 to discuss rather than making further misleading comments against Townends, which are of no real benefit to anyone and bring us no closer to the satisfactory conclusion that you clearly feel is still required.

Kind Regards

Luticha McNeal

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Sandra71's Comment

Written on: 26/06/2012

The reason I did not leave a message is the number you first left was for Sam not for you. I have a calll record from Vodafone noting a call was connected to Karl on Monday at 1446 that was connected for 5 mins 46 seconds. I have left a message again. Yes I guess the matter of cleaning was closed even though matt went back on his word and halved the refund - I have asked for confirmation that he will not go back on this again but not heard back.

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Sandra71's Comment

Written on: 26/06/2012

Letitia - thank you for taking the time out to discuss all my issues. I feel a lot better and confident to carry on dealing with townends. Many thanks again for seeing exactly what went wrong, Hopefully I will not need to speak to you again. Regards Sandra

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Townendsproperties's Comment

Written on: 28/06/2012

Dear Sandra

It was my pleasure. Whilst it goes without saying that we strive to get it right, first time, every time, we are an honest and upfront organisation and not afraid to agree that occasionally things do not go as planned.

Certainly for me the key to us getting back on the right track is that we communicated within the correct forum, fairly and reasonably and as equal partners in our business relationship. I am pleased and certainly look forward to continuing to work with you positively, feeling confident that should there ever be another occasion where things don’t go as planned we will do the same.

Kind Regards

Luticha

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