Hi Jack, thanks for the review, albeit totally negative, although we believe this relates to the previous owners of the franchise, as this was all before we took over. It would be helpful to us all if you could leave a review of how things have been under the new management. Having reviewed ALL the correspondence between us all, the only thing we can see is answers to your question and an overall good level of service, when you were asking about an early release for example, for which we gave you answers on. In terms of the owed monies we can confirm this was resolved from your deposit when you agreed to give us the money as it did remain unpaid, furthermore you did not answer our email of the 13th June 2018 where we directly asked you to send us a bank statement etc as proof. This went ignored by you. However you did agree to give us the owed monies from your deposit repayment so what you have written above is unfair and factually incorrect. I'm sorry if the previous owners didn't meet your expectations but we don't have any control over that. It's standard practise to chase for owed monies, and take matters further if we aren't paid. In addition the property was never managed by Martin & Co as it was a 'Tenant find only' service, sometimes we are given wrong keys or locks are changed on properties we don't manage without us knowing, so as long as we apologised to those concerned hopefully they were understanding about it, it's an occupational hazard of the job i'm afraid. We're pleased to hear you were happy with the service from the most recent experience which was under the new management and we would add that factually incorrect reviews hurt small independent businesses otherwise good reputation.