Good Afternoon, I am sorry to hear that you had a bad experience with ourselves, this is of course never our intention, we pride ourselves on excellent customer service as you can see by our many 5 star reviews. I would like to do all I can to rectify this for you. I have spoken to the staff that are in the office and there is unfortunately no recollection of the events you described, we do have an Ellie that works within the rental department but she is not in the office today as you mentioned in your review. In order to assist you as your Google Account is not in a personal name I cannot see your details on file, please do call the office on 01474 333111 (Option 2) in order to discuss the matter further and see if we are able to get this resolved. We look forward to hearing from you soon. Kindest Regards Simon Parish Lettings Manager