20 March 2013
We will never be returning to Merchant Lettings after our awful year with them in an awful flat. When we moved in the place was disgusting, all 5 of the tenants had to sleep on the floor in the same room for the first week because it wasnt ready, we had to clean everything because it was disgusting and one of us even had bird faeces on their mattress and other furniture. In the months that have passed we have been left with sub-par heating for weeks in th ecoldest months of the year that we have complained relentlessly about (amongst other things) and have recieved no response. Also, we are students and whenever we entered the office or spoke to staff they were constantly patronising towards us which, to me, is a completely unacceptable way to act towards anyone, nevermind clients.
7 November 2012
Worst letting agency I have came across I was left without heating for months,treated like I was beneath them and never got a penny back at the end of my tenancy! Would never use this company again and I know of many others who wouldn't either
1 July 2012
I totally agree with Liz and had a similar experience with this agency.
When things went wrong with things in our flat it would take repeated calls and emails to the office to get any action from them.
The worst part of the experience was when we checked out, and like Liz, we had spent hours making sure the place was spotless. I think we spent a whole day cleaning the oven!
We were charged £200 by them because they said we had hung up too many pictures on the walls and that they had to fill in the holes and paint over them. I disputed this with them but they basically gave me the runaround. Their response was to say that we should either take the balance of our deposit and shut up or take them to court.
I was really angry given that the picture holes of the previous tenants had neither been filled in nor painted over so I was at a loss as to why we were being treated in this way. After a futile attempt to reason with them by email I gave up and took the balance of our deposit since we needed the cash.
Avoid this agency at all costs. There are better ones available in Edinburgh so go with them!
24 June 2012
Utterly terrible -- RENTERS OF EDINBURGH, AVOID AT ALL COSTS!
I lived in a Merchant property for a year, June to June. At the end of October, the boiler packed up and the hot water stopped working. Merchant sent in a few different tradesmen to look at it, all of whom sent for 'a part' which every time mysteriously disappeared and had to be re-ordered (which of course took weeks), then failed to solve the problem. For a while, the boiler broke down entirely and for two weeks IN FEBRUARY we were entirely without heating or hot water. In all, we were without hot water for over SEVEN MONTHS. In April, I finally lost my temper with one of the tradesmen Merchant sent round, and demanded to know what the heck the problem was. He confessed to me that Merchant had told his team that they should patch up the problem as best they could but not do anything too drastic, as they (Merchant) wanted to wait until we moved out in June to replace the boiler! They had known FOR SEVEN MONTHS that the boiler needed to be replaced and for seven months they deliberately left us without hot water, and sometimes, heating.
After hearing this from the tradesman I immediately complained to Merchant. They did apologise, and replaced the boiler, but by this time there were only a handful of weeks left on our lease, so we did not exactly feel the benefit. By way of apology, Merchant offered to meet with us in the flat, and we were told the director of the company would attend this meeting. However, the director SAT OUTSIDE IN HIS CAR and sent one of the letting agents to talk to us. This letting agent -- utterly shockingly -- told us that the boiler had not been fixed for so long because '[the admin lady] is terminally ill.' He genuinely blamed one of their members of staff for not sorting the problem out 'because she was terminally ill.' We were flabbergasted.
At this same meeting, the letting agent assessed the property and assured us that we would receive our deposit on the property back in full, minus a £50 charge for cleaning. However, unsurprisingly, we were charged over £100 for 'cleaning' of a flat which we had cleaned so well on moving out that you could have eaten your dinner off the floors. We complained again but I was told my a receptionist over the phone that the letting agent would never have quoted us £50, and we were clearly lying.
NEVER LET FROM THESE PEOPLE. EVER.
17 June 2012
One of the few letting agencies that give you a pleasant experience. When I was signing the paperwork, the woman in the office was lovely and really helpful. They explained very clearly what you were paying for, i.e the admin fees and what that covered. When we had any maintenance issues, it was usually dealt with quickly. The only downside was that my bathroom wall started crumbling and nothing was done about it for 4 weeks. Other than that, I was happy with their service and would rent with them again.
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