Rolfe East reviews in Sherborne, Ealing and London

Hi Jac, thank you for your 5 star review.

Hi Douglas, thank you for taking the time to leave your review. We are so pleased you had a swift sale of your property.

Hi B.M, thank you very much for your review. We are so pleased Kayleigh made you feel that way. It's exactly why we do this job.

Hi Abu, thank you for taking the time to leave your feedback. We are pleased Mo was very helpful to you.

Hi Simon, thank you for your review. We are so pleased the sale completed quickly for you.

Thank you, David for your wonderful review of our Sherborne office. Much appreciated.

Hello Nick. Thank you for your glowing review of Natalie! We will be sure to pass along your feedback.

Hi Robbie. Thank you for taking the time to leave your review. We are thrilled Ash made the buying process smoother for you. Wishing you all the best in your new home. :)

Hi Beverly, thank you for your wonderful review.

Hi Christine, thank you very much for your glowing review.

Hi Sadie, thank you for your review, we are glad things were doing quickly and smoothly for you.

Hi David, thank you for your lovely review about Megan. Happy New Year to you!

Hello Jean, thank you very much for your lovely review. Sherborne will miss you too.

Hi Catherine, thank you very much for your 5 star review!

Hi Robert, thank you for your review. We are pleased the Sherborne team got your property sold for you. We shall pass your feedback onto them.

Thank you Killy and Co for your wonderful review. We are pleased Natalie and team got you through the purchasing process smoothly.

Hi Rob, thank you for taking the time to leave your review. We are pleased the team at Sherborne made the process smooth for you.

Dear Val, We are very surprised with the review you have left. As you know, the reason for your disappointment was not the fault of Rolfe East, but in fact the decision of the property owner and we are sure you realise that we can not force him to make decisions which favour one individual over another, they will make decisions which they feel would be beneficial to them as any of us would in their position. We will take this opportunity to remind you of the situation surrounding the events that have led to this review. • The property was listed with multiple agents, and we were just one of many. This is never ideal as awkward situations can often arise. Offers can come in from other agents of which we have no control over as all agents are legally obligated to put forward all offers to a seller. If this is not done, agents can face legal prosecution. • The vendor had accepted your offer on Monday 24th March. The following day, we were informed by the seller that he had received a higher offer from another agent. The seller however, agreed to proceed with your offer if you acted quickly by providing us with your compliant documentation asap. On Wednesday 26th March, we were given until 4pm by the seller to get all of your information, solicitors, and confirmation of receipt of your compliance documents, or he would go with the other buyer from the other estate agent. James and Ash from our Acton team had multiple conversations with the seller fighting your case, and asked for at least another day before a decision would be made which he agreed to do. • You promptly sent all the documents across to us on Wednesday evening. The next morning we were informed that after careful consideration the seller had decided to not proceed with your offer and would go with the higher offer from the other agent. • James and Ash contacted the seller once this was confirmed to try and persuade to him to reconsider, but were unable to change his mind. • We kept you informed of these events every step of the way, whenever we had an update from the seller, we let you know their feedback. Under the current English legislation, a property sale is not firm or secured until contracts have exchanged which we understand is not ideal for buyers or sellers. We sympathise with your frustration in this situation, but please understand that we have both lost out in this case and feel your review on us is mis-directed. It would be appreciated if you re-consider your opinion and remove this review as it is not indicative of our service, professionalism, or the situation. We also do not want to be put in a position where we feel we have to take things further due to your unfair review. Please feel free to contact us if you would like to discuss this situation or want to discuss other properties, we may have that suit your criteria.

Hello Олександр, thank you for your review, we really appreciate you taking the time to leave such glowing feedback for Jay. :)

Dear Jim, We were very surprised to see your review of Rolfe East. As you are aware Rolfe East did not manage this property. Our property management team, however, did help from time to time out of courtesy to you and the landlord which was above and beyond our instructed level of service. You will find most agents would have directed you to the landlord when you had an issue and wash their hands of the situation, but we like to make sure that everyone we deal with is properly looked after. We have investigated this case, by reviewing emails and all other communications with you and the landlord. We also gained information from contractors and the inventory clerk, and we have found your review has inconsistencies and missing information which paints a completely different picture of the events. Firstly, when you reported the leak to us, we reported this to the landlord who instructed contractors to come to the house and investigate and resolve the problem. We cannot comment on what was done initially but the issue came back a few months later and the landlord asked us to get involved. We sent two separate contractors round to investigate. Once the best method to fix the problem which would cause the lease disruption to you and your family was agreed, the contractor who could do the work at the earliest possible date was instructed. We can confirm the repair was carried out before you vacated the property, so your claim the landlord refused to repair the roof in your review does not match. In terms of your second claim referring to your security deposit, the majority landlords will get an inventory check in report carried out by an accredited inventory clerk when a tenant moves into a property. This is done so the true reflection of the condition of the property is agreed and signed by both the landlords and the tenant(s). When the tenancy comes to an end, an inventory report will be compiled once again for the check out. The checkout report notes changes which are not general wear and tear and is the responsibility of the tenant to repair. Both reports were completed in the case of your tenancy, and you were given a copy of both at the time they were compiled. Your check out report shows over 4 pages of things which are your responsibility to pay for. However, the landlord decided to only charge for the holes found in almost every wall in the house which you claim were from hanging pictures, but most of them were fairly large as evidenced in the checkout report when compared with the check in report. Please also note that the tenancy agreement which was signed by you, states that holes should not be punctured in the walls of the house without the landlord’s permission, and this was not sought by you or given to you by the landlord. The landlord instructed contractors to give them quotes to repair all the holes and cost was more than the deposit the landlord held. He therefore decided to keep your deposit as it would partly pay towards the cost of the repair. Again, we will stress that based upon the checkout report the landlord, was well within their right to ask for more to cover the other issues, but they did not. Your assumption that Rolfe East advised the landlord on the “correct manner on how to proceed" is false. The landlord took advice from the inventory report, again which is carried out by an accredited and independent inventory clerk. Rolfe East never advise landlords what they should do in the case of withholding deposits, it is the landlord’s property and their decision. Most landlords will make their decisions based upon the checkout report. We understand you might be frustrated with the situation, but the deposit dispute resolution has its place and is there for a reason. Therefore, we kindly suggest you remove your review and libellous claim again Rolfe East.

At Rolfe East we take a bad review very seriously as we pride ourselves on our people first attitude and our teams are trained to make sure they provide the highest level of service to our customers. We have therefore fully investigated this matter and have found the following: On Thursday 13th February 2025 you had a telephone conversation with Ash to discuss viewings he wanted to book in for your property, one of which was a potential viewing for the evening of same day, which we knew would have been very short notice. However, none of the viewing discussed were agreed by you as during the conversation you asked Ash to confirm the details of any appointments he would like book by email. This also mirrors an email you sent to Ash on 4th February which stated that moving forward you would like all appointments confirmed via email. Due to the fact that you had requested an email, and there would have been a limited time period for you to reply to Ash agreeing to the viewing and then for him to confirm the appointment with the applicant, he spoke to applicant and changed the appointment to Saturday 15th February. He then sent you the requested email showing 3 viewings for 15th February which included the person who had initially wanted to see it on Thursday 13th. This email did not state that there would be an appointment on the 13th February, so therefore he did not expect you to attend the property viewing. You complained about the situation mentioned above to James the branch manager on 14th February and specifically asked for Ash to be removed from doing any viewings at your property, so James promised to deal with viewings and enquires for you personally. I am sure you are aware that as branch manager this was not his usual remit, but due to the misunderstanding with Ash, he agreed to do this, which ensured you as the client was kept happy. However, James could not attend the viewings arranged for the next day on the 15th February as he was already committed to other booked appointments. He mentioned this to you in emails sent at 10:07am, and 2:54pm on 14th February, in order to give you the opportunity to re-schedule if you wanted him to be there, but you did not. This was all communicated by email so you were made fully aware James would not be attending. You have also mentioned that one of the three viewers did not turn up. James had confirmed with all of the attendees via telephone in the morning before the viewings were due to take place, and you were emailed to let you know they all said at the time they would be there on time. One of the viewers, had appointments to see other properties with Ash before viewing yours. Unfortunately, they turned up late to their first appointment. Ash took them around the other properties quickly, and offered to drive them to yours, so they could make it in time. But, they decided they wanted to rebook the appointment as they was limited for time. James called you twice as soon as he received this information from Ash, but you did not pick his calls, and you also did not call James or the office to find out what was happening with the viewing. Emma from the Acton team sent you an email out of office hours to let you know what had happened to which you did not respond to kindly. We am sure you can understand, we cannot control whether people turn up to viewings or not. What we can do, is confirm they will be attending on the day of the viewing and communicate issues they may have attending to our clients. Both of these points happened on this occasion. It’s a shame you feel the way you do about the service you received. However, Ash and James clearly followed your instructions and communicate where necessary and we have seen this in writing, so we are perplexed as to why you have subjected them to this unpleasant review. We would urge you to review your communications with them with a view to removing this unwarranted review.

Hi Ian, thank you very much for taking the time to leave a review. We are pleased the sale went through. Wishing you a Merry Christmas!

Hello Vicky, thank you very much for your lovely review. We hope you enjoy your new home :)

Hello Helen, thank you for taking the time to leave such a lovely review.