Newest first, from every platform, with the office each review is about. First names only.
★★★★★ 1/5
TrustpilotDiscrepancies, manipulations, breach of contract and ignoring us on email requests
Number of discrepancies from the start at viewing stage to moving in stage. Once we moved we realized promised repairs were not done which were a requirement stated in the contract prior to moving and additional hazard in the flat discovered. Not working toilet, mold, huge water tank standing on rotten wooden pallets about to break. Emailed them 4 days ago, called yesterday, again emailed, no reply whatsoever.
We had no chance to have inventory check there and then, it was already done by someone and waiting for their report. No introduction to the flat, poor communication, we still dont know where is the water meter and if there is one, and we are supposed to take over the bills... I cant believe that agent can operate like this, I am shocked!
Maja · 22 June 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear Maja Zmaja,
Thank you for taking time out to detail your points of view, we sincerely apologise for any service issues within our control that fell beneath your expectations.
We respectfully request that you provide more information to enable us to authenticate and address your comments.
Please provide the subject property address along with your full contact details via email to headoffice@alexneil.com.
Best regards,
Alex Neil
★★★★★ 1/5
GoogleHad Alex Neil in to value my property recently and it was by far the most confusing and unprofessional experience ever. Matteo Congedo is possibly one of the most arrogant human being I have ever met he spoke about my property for all of about 5 minutes and spent the next 25 slagging off another local agent I had over and speaking about himself. I have since had one follow up call where he continued with his arrogance and when he didn't like the answer he got hung up on me.
Mr Matteo Congedo I would suggest taking some online courses and become more educated in your field of work rather than trying to "wing" it as you go hopefully this will settle down your arrogance slightly and help you become a better agent/human in the long run.
Harry · 17 May 2021 · Alex Neil Estate Agents Rotherhithe & Canada Water
Agent replied
Dear Harry Anderson,
Thank you for taking time and detailing your points of view surrounding this experience. We respectfully request that you provide more information that will enable us to authenticate and address your comments.
Please provide the subject property address along with your full contact details via email to headoffice@alexneil.com.
Best regards,
Alex Neil
★★★★★ 1/5
TrustpilotAwful Agency...
I recently reached out to this agency for help in looking for a property in the Bermondsey area. I immediately got some bad vibes from them. I gave them my available dates for a viewing and they initially tried to press me for earlier viewings under the guise of the property "potentially no longer being available at the weekend due to high interest." I held firm and, sure enough, my viewing was booked at the time and date that I requested.
Chris · 10 May 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear Chris Austin,
Thank you for taking time out to detail your point of view, we sincerely apologise for any service issues within our control that fell beneath your expectations.
As you will attest, the London property market moves with great pace and there can be competition for each available property. We will always recommend people view property at their earliest convenience but even that strategy does not necessarily prevent another party acting faster.
We are grateful for the feedback that you have provided and wish you success with your property search.
Best regards,
Alex Neil
★★★★★ 5/5
TrustpilotSpecial Appreciation to Rabeya and her colleagues
Fantastic service and very professional active, Would definitely recommend!
FEI · 6 May 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear FEI Y,
Thank you for spending time and detailing your recent experiences with us.
We were very happy to read your comments and hope to be able to assist you again in the future.
Best regards,
Alex Neil Estate Agents
★★★★★ 5/5
GoogleOutstanding, professional, efficient and extremely hard-working team here. Many thanks especially to Sara & Tommaso.
The process of selling can be very stressful and they were very kind and great at communicating each step.
Thank you so much to Sara And Tom and the Alex Neil team!!
Celia · 1 May 2021 · Alex Neil Estate Agents Rotherhithe & Canada Water
Agent replied
Dear Celia.
We appreciate you taking the time to leave this feedback, we value your comments and enjoyed hearing about your positive experience.
It's fantastic to hear from satisfied customers and we hope that you'll return and use our services again in the future.
Best regards,
Alex Neil Estate Agents
★★★★★ 5/5
GoogleI had a great experience with Alex Neil. The whole process was very quick and easy and went very smoothly! Sara & Tom have been very helpful and caring!
Yin · 30 April 2021 · Alex Neil Estate Agents Rotherhithe & Canada Water
Agent replied
Dear Yin Wang,
Thank you for your comments, we were very pleased to read about your experience of dealing with our team.
We are proud to receive such positive feedback and we look forward to assisting you with any future moves.
Best regards,
Alex Neil Estate Agents
★★★★★ 2/5
TrustpilotDisappointing service once the contract was signed
Alex Neil (through my dedicated Property Manager Sufaida) were extremely attentive until the contract with new tenants was signed. Things went downhill from there. Only one part of the snagging on works carried out by their contractor was done (and the other part not even acknowledged), nor did the contractors leave communal areas outside the property clean leading to complaints from other residents of the block. My comments on discrepancies between the former tenants' checkout and new tenants' check in inventories were not acknowledged, an incomplete set of keys was given to the new tenants, and the meters were incorrectly read on the new tenants' check in causing me to have to re-visit the property to sort this out. My round-up email detailing the outstanding points, including information to be passed to the new tenants was not acted upon until I had chased twice and even then some of the comments (re the contractors work and inventory discrepancies) were still unacknowledged. In particular in this email I asked directly whether Alex Neil had informed Utility companies of the new tenants' arrival. I did not get a response and discovered that this had not been done when I received a fuel bill, which I then had to sort out myself. Although I have had good service from Alex Neil in the past, I will be considering seriously whether to use them again once these tenants leave, as I don't want another experience like this.
Harriet · 20 April 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear Harriet,
Thank you for your comments, we profusely apologise for any service issues within our control that fell beneath your expectations.
We pride ourselves on the delivery of excellent customer service and would like the opportunity to investigate this matter further.
As such, your details and review content have been forwarded to our Senior Management Team.
We sincerely hope to resolve any outstanding issues to your satisfaction.
Best regards,
Alex Neil
★★★★★ 1/5
TrustpilotAvoid at all costs! No duty of care
Avoid at all costs! Honestly if you want to have a quite and peaceful renting experience stay away from this agency. Only happy to take money ,but no duty of care absolutely.
Have a broken boiler for 3 months during winter time, 3months!! And still not repaired, keep sending engineers, but all of them said that replacement is needed, well, that's not the answer they want to accept, so instead keep sending a different engineer who may tell them that a fix will suffice. How awful is that?
Please people stay away. Well if you will be lucky not to have any problems during renting,- sure, might be okay, but once problems will rise be prepared. Not worth the stress and trouble.
Simas · 17 April 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear Simas Janusas,
Thank you for your comments, we sincerely apologise for any service issues within our control that fell below your expectations.
We would like the opportunity to investigate this matter further as we always pride ourselves on the delivery of excellent customer service and this seems far from normal.
Please provide more detail including the subject property address and your contact details so that we can locate the information in our CRM.
Please send the information to headoffice@alexneil.com which will enable us to investigate, and endeavour to resolve any outstanding issues to your satisfaction.
Best regards,
Alex Neil
★★★★★ 2/5
GoogleThe agent arrived late to the property we were viewing. We were let in by the current tenants who began an impromptu tour of the property.
A few minutes later, the agent arrived and entered the property without a face covering. He said hello to us before talking to the current tenants in a foreign language.
The current tenants continued their tour whilst the agent hovered and made occasional remarks (some of these in a foreign language).
The agent made a strange comment about Polish women and mentioned that his ex was Polish. Was this an attempt to build rapport? It didn't work.
After finishing our viewing, we asked to know if the landlord accepts pets because we have a cat. The agent failed to give a straight answer. He said we must first make an offer for the property, and then he'll write us a recommendation which the landlord can accept or reject.
We can't make an offer on any property without first knowing that it meets our requirements.
I sent an email to their office to find out if the landlord does accept pets. The reply I got was a template-style reply asking us to make an offer and provide info about our salary, move-in date and so on.
Alex Neil is the only agent we've come across that requires an offer to be made to find out basic information about a rental. The knowledge of whether pets are allowed or not is as basic as it gets. Alex Neil have failed to impress us with the conduct of their agent and the strange requirement of making an offer to find out if pets are allowed.
Jamil · 6 April 2021 · Alex Neil Estate Agents Rotherhithe & Canada Water
Agent replied
Dear Jamil,
Thank you for taking time out to detail your views, we sincerely apologise that our service fell below your expectations.
We pride ourselves on the delivery of excellent customer service throughout the duration of any property transaction and your experience sounds far from normal. As such, your review content has been forwarded to the Senior Management Team for them to investigate further.
As estate agents, we strive for continual professional development and will implement any necessary training and knowledge-based initiatives in relation to your experience.
Best regards,
Alex Neil
★★★★★ 5/5
TrustpilotWonderful experience!
Wonderful experience, the renting process was painless and efficient. Highly recommend their services.
Jenna · 1 April 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear Jenna,Thank you for taking time out to review your experiences of dealing with our office team. It was very pleasing to read your comments and we look forward to assisting you again in the future.Best regards,Alex Neil Estate Agents
★★★★★ 1/5
TrustpilotUnprofessional agency - holding deposit scam
Completely unprofessional and trying to scam you agency. With all sorts of unreasonable demands they will find a way to lose your initial deposit that you pay to secure a prospective property. Be aware of dealing with Canary wharf staff, who will turn your whole experience into a nightmare.
No flexibility, no alternatives, no willingness to try to reach a deal.
After the disappointment I have called one of the staff at Canary Wharf Station to ask my holding deposit to be given back, the lady said "no problem will send you back the deposit just send us an email to ask for it".
30 minutes later, the very same lady sent me an email that they will not returning my deposit back.
Classic scam.
Dimitar · 31 March 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear Dimitar,
Thank you for taking the time to leave your comments, it is of course disappointing for us to read them.
We sincerely apologise to you for any service issues within our control that fell below your expectations.
In accordance with Trustpilot Guidelines we kindly request that you remove the personal names used in your review and the defamatory comments about our business.
Subsequently to that, and to enable us to address any issues, please provide further information regarding the problems you experienced during your unsuccessful tenancy application.
The Senior Management team can be contacted via email at headoffice@alexneil.com and they will investigate and respond to you as appropriate.
Best regards,
Alex Neil
★★★★★ 5/5
TrustpilotVery helpful
Very helpful, Tomasso and Sufaida were very polite and excellent customer service. Sufaida reassured me things would be fine and updated me on the process. Excellent service and would recommend this agency.
Jas · 30 March 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear Jas,
We appreciate you taking the time to leave this feedback, we value your comments and enjoyed hearing about your positive experience.
It's fantastic to hear from satisfied customers and we hope that you'll return and use our services again in the future.
Best regards,
Alex Neil Estate Agents
★★★★★ 5/5
GoogleSara and Tom found us a great accommodation.
I will certainly come back to you in the future.
Marta · 30 March 2021 · Alex Neil Estate Agents Rotherhithe & Canada Water
Agent replied
Dear Marta.
Thank you for your comments, it's always pleasing to read positive feedback about our team!
We hope to be able to assist you with any future moves.
Best regards,
Alex Neil Estate Agents
★★★★★ 5/5
GoogleI approach Alex Neil because I was looking for a place to rent and they really help during all the process particularly Tommaso and Sara were very helpful.
Nancy · 28 March 2021 · Alex Neil Estate Agents Rotherhithe & Canada Water
Agent replied
Dear Nancy,
Thank you for taking time out to review your experiences of dealing with Tommaso and Sara.
It was pleasing to read your comments and we look forward to assisting you again in the future.
Best regards,
Alex Neil Estate Agents
★★★★★ 5/5
TrustpilotVery helpful
I approach Alex Neil because I was looking for a place to rent and they really help during all the process particularly Tommaso and Sara were very helpful.
Nancy · 27 March 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear Nancy,
Thank you for taking time out to review your experiences of dealing with Tommaso and Sara.
It was pleasing to read your comments and we look forward to assisting you again in the future.
Best regards,
Alex Neil Estate Agents
★★★★★ 5/5
GoogleWe were on the market for the sale of our flat with another agent for 8 months without success (with a pause in between due to the first national lockdown). But then we moved to Alex Neil and they found us a buyer in four days. Sara in particular was fantastic, responsive, understanding and efficient. Michelle was also very helpful in chasing the conveyancer and getting the sale through. Not many people can say they managed to sell a flat in a global pandemic but Alex Neil made it happen for us. Thanks for the hard work!
Albert · 25 February 2021 · Alex Neil Estate Agents Rotherhithe & Canada Water
Agent replied
Dear Albert & Melody,
Thank you for taking time out to review your experiences of dealing with our office team.
It was pleasing to read your comments and we look forward to assisting you again in the future.
Best regards,
Alex Neil Estate Agents
★★★★★ 5/5
Googlevery good from start to finish.
a particular thanks to Sara and Hanna.
Adhira · 19 February 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear Adhira,
We appreciate you taking the time to leave this feedback of your experience of dealing with us.
It is always pleasing to hear from satisfied customers and we hope to be of service again in the future.
Best regards,
Alex Neil Estate Agents
★★★★★ 1/5
TrustpilotI wouldn’t even rate this company with…
I wouldn’t even rate this company with a 1 start, it’s only because I have to, as I wanted to write a review on the terrible service received. Spoke to a lady from the Surrey quays branch (who seemed fine until I said I was on disability) her mood completely changed, then said the landlord doesn’t accept disability (she was also informed that my girlfriend was working full time). When I asked her to provide further information as to why my disability would be a problem, she said “whatever” then put the phone down. After being a little confused as to what just happened, I then got annoyed. So called back to speak to a manager, who tried to tell me that i must have misunderstood what the lady did. (Erm NO). Instead of listening to the complaint, he then stated that as I was on disability, would I pay my rent. 😳 shocked is an understatement. Customer service training is urgently needed, even for management
DJ · 18 February 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear Ms Emmett,Thank you for leaving these comments, we sincerely apologise for any disappointment that this experience may have caused you. We always pride ourselves on the delivery of excellent customer service and what you have outlined seems far from normal.Your review content has been forwarded to the senior management team to investigate further.Best regards,Alex Neil
★★★★★ 1/5
GoogleCan anyone recommend a lawyer? Unbelievable company I would suggest no landlord or Tenant use them.
We have been so badly treated in the one year we lived there. They have not looked after the landlords property or us.
It's not just the deposit we want back now. In addition we will make a far higher claim for their neglect to keep the property safe from electrical hazards and harassment/emotional stress.
The list of violations is endless.
The last insult was when we hired there end of tenancy cleaning company, paid Alex Neil £430.
The end of tenancy is full of outright lies. Even making claims about it not being Clean!
Camille · 17 February 2021 · Alex Neil Estate Agents Rotherhithe & Canada Water
Agent replied
Dear Camille,
Thank you for taking the time to leave your comments, it is of course disappointing for us to read them.
We sincerely apologise to you for any service issues within our control that fell below your expectations.
Your comments allude to numerous issues that would require further investigation to allow us to assess them and respond to you in more depth.
To enable Senior Management to investigate, please provide full information surrounding the problems you have experienced along with the subject property address and your contact details via email to headoffice@alexneil.com.
Best regards,
Alex Neil
★★★★★ 1/5
TrustpilotCan anyone recommend a lawyer?
Can anyone recommend a lawyer? Unbelievable company I would suggest no landlord or Tenant use them.We have been so badly treated in the one year we lived there. They have not looked after the landlords property or us.It's not just the deposit we want back now. In addition we will make a far higher claim for their neglect to keep the property safe from electrical hazards and harassment/emotional stress.The list of violations is endless. The last insult was when we hired their end of tenancy cleaning company, paid Alex Neil £430.The end of tenancy Inspection report is full of outright lies. Even making claims about it not being Clean!
Camille · 16 February 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear Camille,Thank you for taking the time to leave your comments, it is of course disappointing for us to read them. We sincerely apologise to you for any service issues within our control that fell below your expectations. Your comments allude to numerous issues that would require further investigation to allow us to assess them and respond to you in more depth.To enable Senior Management to investigate, please provide full information surrounding the problems you have experienced along with the subject property address and your contact details via email to headoffice@alexneil.com. Best regards,Alex Neil
★★★★★ 5/5
TrustpilotI’ve been very impressed with Morel and…
I’ve been very impressed with Morel and Augusta they have been great and provided me with great service
Richard · 16 February 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear Richard.
Thank you for taking time out to review your experiences of dealing with our office team.
It was pleasing to read your comments and we look forward to assisting you again in the future.
Best regards,
Alex Neil Estate Agents
★★★★★ 5/5
TrustpilotSufaida Bibi is the best!!
Sufaida Bibi is the best!!! She is very helpful and she made our house moving experience even better!!!Thanks a lot....
Naeem · 12 February 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear Naeem.We appreciate you taking the time to leave this feedback of your experience of dealing with us. It is always pleasing to hear from satisfied customers and we hope to be of service again in the future.Best regards,Alex Neil Estate Agents
★★★★★ 5/5
GoogleMagic helped me find my dream home, Hannah showed me around and Magic closed. Will highly recommend Alex Neil
Harry · 2 February 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear Harry,
We appreciate you taking the time to leave this feedback of your experience of dealing with us.
It is always pleasing to hear from satisfied customers and we hope to be of service again in the future.
Best regards,
Alex Neil Estate Agents
★★★★★ 5/5
TrustpilotGood understanding and prompt service
Having recently begun a tenancy with Alex Neil and upon experiencing a few issues during my move in, I immediately got in touch with the property management team. The understanding and professional service delivered by Rabeya has secured this five star review. I have been impressed with her efficiency and polite manner in response to all my questions (and I have had quite a few!).
Nikheel · 27 January 2021 · Alex Neil Estate Agents Canary Wharf & Docklands
Agent replied
Dear Nikheel.We appreciate you taking the time to leave this feedback, we value your comments and enjoyed hearing about your positive experience.It's fantastic to hear from satisfied customers and we hope that you'll return and use our services again in the future.Best regards,Alex Neil Estate Agents
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