We suggest you refer to the Property Ombudsman's report that states the opposite to what you claim.

Here is our reply, which you have alrady had, four times we beleive. We understand that you are not happy with Jack Fisher’s response to your claims of misdescription and are questioning our retention of all but £50 of your holding fee. As the Lettings Director I will now respond answering your points as shown below in your email dated 16th September 2021. Firstly, we gave you the Martin & Co complaints procedure for your information as required to do so when notified of any formal complaint. As this was an active formal complaint the repsonse to this was sent in line with the complaints procedure. Furthermore you took it no further after this response. In your case we have decided to refund all but £50 to mitigate our losses of works already carried out. I can confirm that the virtual viewing was carried out whilst the tenant was in situ on August 14th 2021. The tenant has been in situ for 4 years so some repairs and cleaning would be normal at the end of the tenancy. The full extent of which was noted on the check out report carried out once the tenant had vacated. The property was due to have all works required carried out by professional contractors and cleaners to ensure that the property was in a good, clean condition for your move in date. However, due to your second viewing whereby you viewed the property after the tenants belongings had been removed but before the works were completed you saw the property in a raw state. This is no reflection on our processes, procedures or practice and is a normal step of tenant moves out, property condition is reviewed and rectified, new tenant moves in. You have decided, despite being advised that the property would be presented to you on your move in date in a good, clean condition to pull out of the tenancy with no reasonable cause as such the deduction from your holding fee is lawful. It is regretful that you have taken this view point but I hope this has clarified the situation, please stop contacting our offices we do not wish to do business with you.

Dear Sir, I think you have left a wrong review of your experience, when you return back to the UK please can you alter the review to read correctly. 1.The property was never advertised with white goods, the pictures of the kitchen on the Rightmove advert (still visible see below) from Feb 2022 clearly shows no white goods. Here is the web link in case you wish to add further insult to injury with incorrect claims. Nor was it a pre-tenancy condition on your signed tenancy application form agreeing to the terms of the let. https://www.rightmove.co.uk/houseprices/detailMatching.html?prop=110025926&sale=76016787&country=england You can also see how clean the property was prior to your one year tenancy, also it was in good order as per the inventory that we took out. This was far from the condition it was left in when you gave it back to us just one year later. Having never cleaned the property once, it was obvious that there was going to be a deterioration in the quality as identified on our property visits and mentioned to you many many times that the property required cleaning. 2. As we manage the property on behalf of the Landlord we would never breach our clients confidentiality and freely give out their telephone number without their consent, this is usual practise for all agents across the UK. 3. During the storms, many fences were damaged, this is not your responsibility nor are you being asked to pay for it. If a repair is reported to us we get it fixed, I can see no record of the fence being down reported to us. Also we did not leave your rubbish in the garden, you left it there for us to dispose of prior to leaving the U.K. If you can suggest to us a way for us to have this removed without incurring a cost we are happy to hear your solution. However, as the matter is now going through the DPS for dispute we are sure you can provide your substantial evidence to prove that this cost shouldn’t be down to you, and in fact down to the Landlord to clean up for you. To clarify you aren’t being charged a penny for any damage to the property that isn’t considered your responsibility. Storm damage does not fall under your remit, however cleanliness (your landlord didn’t leave your hair in the sink or food debris, stains on the carpet or stains in the kitchen sink, to name but a few - we have pictures, it’s quite unpleasant), this would fall under your remit. However, as you don’t agree with us on this point we will submit our evidence to the DPS to adjudicate fairly on. So to clarify you haven’t actually lost any money as the DPS will provide a fair and just adjudication on your deposit and to what they think is your responsibility, and take into account age and wear and tear. Should you wish to rent again in the UK upon your return please ensure that you give our name as referee so we can give a fair and just reference to any future Landlord as to the condition the property was returned to us in and overall lack of access during the tenancy for property visits.

Sorry who are you? We have searched our records and can find no details of you on our system. Not sure what profit you think we are making from a tenant as all tenants fees were banned some time ago and as such we are paid for by a Landlord client. As we pride ourselves on the service we give to customers we would be keen to hear a serious complaint, and not a made up one, please submit your written complaint detailing full name, property address, and experience/issue to southamptoncity@martinco.com where the Lettings Director will be happy to respond and address any issues. Thank you.

Hard to take seriously any review with a fake name. If this is indeed genuine, we would love to hear about your actual experience so we can see if there is an issue. Please email the Lettings Director on Andrea.Armour@martinco.com whereby she will be more than happy to get to the bottom of whatever the problem is or isn't.

Hi Mekala, Im sorry that you felt the need to leave a negative review for us without any kind of complaint to our office concerning the service ever, perhaps if you had raised your queries at the time we could have dealt with them for you. Anyway in response to your points here are the facts. The Fridge freezer was reported as not working on 7th August 2018, we instructed a contractor the same day to see if it could be repaired, but it could not and the replacement was authorised on the 09th August 2018. It took a little while to get into stock as it was a special order being a built in unit and the replacement was booked in with you for the 21st August 2018. You then re-arranged the appointment as it was not convenient for the 23rd August 2018, a total of 17 days not without the item not 2 months as you have stated, please do not mis-represent that facts. We are sorry that you were without the item and can only apologise for the inconvenience whilst it was being replaced, but as you can see not all of the delay was down to the Landlord/contractor in getting the appliance for you. In respect of the washing machine this was reported on the 24th May 2019 the contractor attended and could not find a problem with it at that time. However you re-reported on the 10th June that there was still an issue, so we sent the contractors back out, and the element was replaced. This lasted until July whereby the machine developed another problem and it was at this point that the entire unit was replaced. So to say you waited 3 months without a washing machine, again this is a misrepresentation of what actually happened, it broke, we had it fixed, it lasted for a period of time then broke again, so we had it replaced. It is a fact that in property items do break down, and although we wish for no tenant to ever be inconvenienced by this in reality there is inevitably always some inconvenience to the tenant. This is always kept to an absolute minimum and we are sympathetic when this happens, offering alternatives if possible, however the timeframes are not unreasonable. With regards to the deposit claim, this was with the DPS not the TDS. We requested deductions on behalf of the Landlord and received no agreement or response, so the matter was taken through statutory declaration, as we are required to do so when our correspondence is ignored. The DPS process that exists is fair and just we were awarded the correct amount that we were asking for; damages to the property, cleaning, missing items and removal of your rubbish left behind, as the property was not returned in the same condition minus any relevant wear and tear that we gave it to you in. The balance was returned to you so there was no issue, other than the fact that we were ignored in our initial attempts to get the deposit resolved. Any fees that you were charged were pre-agreed at the start of your tenancy and contained within our signed tenants terms of business that you agreed to pay us during the life of your tenancy. Completely legal and in line with the tenant fee ban act, so there is no issue here. If you are aggrieved because you agreed to this and made a mistake and were charged for it then we can only apologise for you lack of willingness to comply with what is quite a straight forward and reasonable request. At no time have we done anything wrong. We fully accept negative reviews and what we can learn from them in order to improve our services to customers, but not when facts are misrepresented or totally distorted from the real truth. We thank you for taking the time to leave a review and would state that should you have been unhappy with any aspect or the service or experience that you submit your full detailed written complaint to the office in a timely manner.

Thank you for your extremely unhelpful review of our agency. Here is a list of why your review is totally unhelpful. 1. We don’t know who you are. 2. We don’t know what you were unhappy with. 3 We have received no formal complaint to our company over any aspect of the service received from customers in the last few months 4. We haven’t been given the chance to rectify whatever the supposed issue was. 5. Should you wish to actually do something useful, then please submit any written complaint to the office manager in line with our complaints procedure whereby it will be dealt with in line with the said procedure or alternatively you could leave a one star review on a web site so no one knows what the actual problem was or is, or if it even existed at all or indeed if it was even genuine or you were even a genuine customer and not a bored child with their parents internet access late at night who thought what could I possibly do to cause some commercial damage to a small business contributing to the economical recovery of a country devastated by the Covid-19 pandemic…… In all seriousness though, if there is a genuine issue please deal with the issue in the correct format and stop hiding behind your keyboard. The office phone number is 02380 988881 or email us Southamptoncity@martinco.com, due to covid-19 we are limiting face to face appointments, and not wanting to shy away from a problem (if there is indeed one) it is not advised to visit the office and certainly not permitted without an appointment.

no record of you as a customer in our database, do you have the correct agent/office?

Thank you for your review Mr Curtis on behalf of we assume, your mother, who did rent from us. I'm sorry that you are not satisfied with the answers that the branch has given you about the deposit, we'll see if it's possible to stop the transfer from one deposit scheme to another to speed up any deposit return, although i understand that this isn't actually possible yet as negotiations are still ongoing and as of today's date no physical confirmation has been received from your Landlord to release your deposit, so please if you are going to commit information to the public domain at least ensure it is 100% accurate and not provide false information as it is misleading for anyone reading the review. Secondly your property manager, Barry, spoke to you today to confirm this, furthermore as the deposit transfer is still ongoing it may be possible for us to release it from the TDS who it currently sits with. Sadly sickness affects us all, we're sorry this offended you but there are many other individuals in the organisation who could have helped you, certainly we were not aware that you had asked anyone else or escalated the issue, indeed a Manger is available to speak to during the day. We think you have unfairly left a review without having seen the process through, it maybe your opinion that you think 'the check out report makes the property look like a slum' - your words, but neither us nor the Landlord have actually come forward with ay deductions, in fact on initial findings it is unlikely the landlord will ask you for anything, so again an unfair opinion without having full facts or resolution to a problem. Finally the previous exit report, if there is one, is not relevant to your mothers tenancy so we have no idea why this has been raised as an issue. We appreciate that the deposit is a lot of money and it can be frustrating if you have to wait for things to be done, but we have to ensure both the Landlords interest are represented fairly and that you are dealt with fairly under our duty of care, so to hear such a negative review over a normal process is extremely hurtful, seen as your property manager has been working hard to get the issue resolved to everyones satisfaction in the background. We are sorry that you have chosen to take this action, and wish you all the best for the future.

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