Dear Lorena, why are we the worst estate agents when you have refused to adhere to the agreed renewal terms of your tenancy? You agreed terms and then refused to sign the tenancy agreement? Is the Landlord not important to you ? The Landlord is a human being just like you who has worked hard to purchase the property and pays a mortgage. We were nothing but exceptionally good in handling all your problems for the past 3 years, up until you moved out recently. You and your pet cat have moved in a property cleaned to the highest of standards, why don’t you expect for the landlord to require the property is delivered back in the same condition as it was originally delivered to you? Why did you not clean the property before you moved out? You made all sort of excuses. We even negotiated a reduction in the costs with the cleaning company and you apologised for the state you left the property in. These are all documented in your emails, check-in and check-out reports? Your comments about us being rude and aggressive is unacceptable, we deducted only the full costs of cleaning the property back to the level it was delivered to you in the first place. You state we are intransigent but you only just moved out on the 1st of the month and we have agreed terms 7 days later and you have your deposit balance being returned as we speak. Please rest assure we adhere to all estate agents governing rules. We win awards as a top level company in Bournemouth and our attention to detail is perhaps something you wish for us to overlook. It is a shame that you did not put yourself not even for a second in the Landlord’s shoes. Perhaps a lesson learnt!

Dear Praveen, I am really sorry but your Google review is wholly incorrect, your landlord self-managed the property and our companies role was simply to find a tenant for the landlord. The landlord provided you with a beautifully refurbished three-bedroom house, on a two-year contract, in August 2022. After 14-months, you decided that you wanted to move to Milton Keynes with your family. Despite being on a two-year agreement, the landlord reluctantly and quite reasonably agreed to an early release for a small payment to cover his costs to find a new tenant. Your complaint against my company is not right as we do not manage the property, or deal with decisions made by the landlord. Any complaint you may have should be directed to the landlord who’s details you hold. I would recommend that you remove this review as it is without substance and has a derogatory implication on my company.

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