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“Terrible Customer Service ”

written by on 19/07/2016

Townends are the most inefficient letting agency I have encountered.

For instance, on numerous occasions during the tenancy they were informed that they were sending emails to the wrong email address for one of the tenants and never made the appropriate change.
They are always hard to reach and don't seem to pass on the information requested onto the landlords when asked to do so.
Recently we have been in the process of renting a new house and the Guildford branch took it upon themselves to assume we had decided not to go for the property due to a massive price increase and did not get in contact with the landlords, as requested, to see if any renovations could be carried out. It is only after numerous phone calls that we managed to realise they had passed on the tenancy work to a new individual and had not contacted the landlords 4 days prior to the start of the tenancy. After a very unpleasant phone call with a very abrupt and and sarcastic tone from Townends we managed to get them to get in contact with the landlords. However, even though this was a matter of urgency, they only emailed the landlords and claimed to try and call them, which I highly doubt they ever bothered to do.

They are only money focused and have no care for their customers whatsoever. Their property management team is impossible to reach and they rarely ever reply to any emails or put things in writing unless you explicitly call them time and time again.