Dear BBB 777, We deeply regret the oversight and sincerely apologize for not getting back to you as promised. Your experience is not indicative of our usual standards. Please grant us the opportunity to rectify this by contacting us directly at [contact information], so we can arrange your viewing promptly. We value your interest and look forward to assisting you with the utmost priority. Warm regards, Martin and Co Bournemouth team.

We at take all customer experiences and feedback seriously. We value our customers and strive to maintain high standards. Please reach out and contact us so that we can help resolve any issue you may have experienced in using our services. Kind regards, Martin and Co Bournemouth team.

Dear L, please reveal yourself? We at Martin and Co are proud of our relationship with our tenants. Your accusations are incorrect. Rest assure we endeavour to finding which property you are complaining about to be able to resolve your issues. Feel free to call our offices. Kind regards, Martin and Co Bournemouth.

Dear Smol Person, you have posted your review for the wrong estate agency. Please check in your tenancy agreement who your letting agents are and kindly delete your comments here. Feel free to check our properties online should you wish to become our tenant. Kind regards, Martin and Co Bournemouth.

Dear Karen, Without Prejudice This is my final letter in respect of the complaint you made yesterday. I can confirm I have called you earlier today to speak about the issue and the poor review you left on our Google account. Whilst I understand your frustration that you were not able to arrange a viewing on the property on your desired date this was not possible due to the property being tenanted. We were unable to gain access until the tenant gave us authority to do so, to comply with the landlord and tenants act and as per the terms of tenancy agreement. I can confirm a block viewing was finally confirmed by the tenant yesterday for today’s date. Please note all enquiries for the property were saved to arrange for a viewing once a viewing slot has been confirmed by the tenant. This was explained to you on the call when we spoke on Friday. I can confirm this as we are required to make notes on all our calls. You called the office yesterday whilst I was out on viewings and spoke with my Colleague who is currently with the company on work experience, when the agent tried to assist you in identifying the property you were looking for “Columbia Road” to which he asked if this was the property listed for £335,000, at this moment in time we have two buy to let properties on the market listed on Columbia Road. Whilst trying to assist your call you became increasingly frustrated and sarcastic with my colleague who was trying to help you. Once the correct property was identified he asked if you would like to view this as a block viewing had now been confirmed for 18/08/2022. Instead of responding in a sensible way you began being sarcastic with him and he broke down. The phone was put on hold whilst a senior member of our company was being informed about the problem and during this time you decided to close the call. We have a zero-tolerance policy on abuse towards members of staff and you were certainly being abusive to a young person and instead of helping him you did the opposite. Even this morning when I approached you about a viewing you were unhelpful and did not wish to proceed. I think under the circumstances an email of apology sent to Lawrence would be sufficient to put this matter to rest. Yours sincerely Daniel Cobb

Dear Karen, Without Prejudice This is my final letter in respect of the complaint you made yesterday. I can confirm I have called you earlier today to speak about the issue and the poor review you left on our Google account. Whilst I understand your frustration that you were not able to arrange a viewing on the property on your desired date this was not possible due to the property being tenanted. We were unable to gain access until the tenant gave us authority to do so, to comply with the landlord and tenants act and as per the terms of tenancy agreement. I can confirm a block viewing was finally confirmed by the tenant yesterday for today’s date. Please note all enquiries for the property were saved to arrange for a viewing once a viewing slot has been confirmed by the tenant. This was explained to you on the call when we spoke on Friday. I can confirm this as we are required to make notes on all our calls. You called the office yesterday whilst I was out on viewings and spoke with my Colleague who is currently with the company on work experience, when the agent tried to assist you in identifying the property you were looking for “Columbia Road” to which he asked if this was the property listed for £335,000, at this moment in time we have two buy to let properties on the market listed on Columbia Road. Whilst trying to assist your call you became increasingly frustrated and sarcastic with my colleague who was trying to help you. Once the correct property was identified he asked if you would like to view this as a block viewing had now been confirmed for 18/08/2022. Instead of responding in a sensible way you began being sarcastic with him and he broke down. The phone was put on hold whilst a senior member of our company was being informed about the problem and during this time you decided to close the call. We have a zero-tolerance policy on abuse towards members of staff and you were certainly being abusive to a young person and instead of helping him you did the opposite. Even this morning when I approached you about a viewing you were unhelpful and did not wish to proceed. I think under the circumstances an email of apology sent to Lawrence would be sufficient to put this matter to rest. Yours sincerely Daniel Cobb

We at take all customer experiences and feedback seriously. We value our customers and strive to maintain high standards. Please reach out and contact us so that we can help resolve any issue you may have experienced in using our services. Kind regards, Martin and Co Bournemouth team.

Dear Andy, We were informed that the door to the above property was left ajar and we send a contractor out immediately to check the security of the property. The contractor believes that either the padlock had not been put back on or someone had tried forcing the door. He refitted the staple and put on a new lock. He left a note on the door to explain his actions and for you to collect the keys from our offices. To suggest we broke in is a very strong allegation. You have already agreed to give us the keys back on Monday so what benefit was it to our company? The door was broken some weeks ago and we understand the whole locking and handle mechanism was kicked through. You simply put a piece of hardboard over the hole and tacked on two staples and a padlock. These fire doors are expensive and it is your responsibility to replace it. We also believe we have been more than fair to you both during your breakup in arranging for you to cancel the current AST (tenancy agreement) when it has almost eleven months to run. Please do remember that we have acted in a fair, sympathetic and professional manner through this difficult time for you both. We are endeavouring to get the property rented out again as soon as possible to reduce any further exposure to rent payments. Kind regards, Martin and Co Bournemouth team