Trusted Agent profile · Bexleyheath
★★★★★
475 reviews across 1 platform
Baynes House, 210 The Broadway, Bexleyheath, DA6 7BG
Acorn's office in Bexleyheath, at Baynes House, is rated 3.4 out of 5 across 475 reviews on 1 platform.
Every review we hold for the Bexleyheath office, from every platform, shown as written. First names only.
5/5
TrustpilotGrove Park Office
Grove Park Office. All went extremely well with the sale of a property for which I was a Trustee. A very helpful team, and minor difficulties were soon resolved.
Thank you Richard for leaving us with a 5* review of your service with our Grove Park office. We are really happy that you were pleased with the service and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotExcellent service from Rubeena and…
Excellent service from Rubeena and Lilia. They really took her time in making sure we were well informed throughout the process and they continually assured us that we were in safe hands.We can honestly say they went above and beyond in making sure everything was done including chasing up other departments to speed up process.They were quick to respond to all our enquiries and checked on us after the process to ensure we settled in well. We can't recommend them enough. A big Thank You for making sure we had a smooth renting journey! - E&R
Thank you Ed for leaving us a 5* review. We are really happy that you were pleased with the service you received from Lilia and Rubeena and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotUpdated review - there are plenty of other companies I’m sure
Further update to my review posted 15 July 2024, I received an email from Paul Deveney 16 July 2024. How efficient or coincidental was that!!! Well I have not dignified the email with a reply. It amounted to ‘corporate speak’ and my fault - not checking the small print. Mr Deveney stated some ‘Staff Training’ needed to be carried out. I find that difficult to comprehend. How do you ‘train’ staff to be honest and have integrity when some of their staff blatantly lied. I thought companies would strive to enhance their reputation apparently not. Fortunately I will not be in that situation again. Take a long dispassionate look at letting agencies before you sign a lease. It could be a frustrating and expensive experience. Good luck.
1/5
TrustpilotNearly 2 months that I’ve moved out and…
Nearly 2 months that I’ve moved out and still haven’t received my deposit. So awful to deal with. Had alot of mould in the house and never did anything to fix. When they were doing viewing for new tenants they never mentioned the mould so people get stuck to a contract. Agreed to move out paying a fee. Collected the keys from us and the next day we get told we still have to pay rent and bills. Don’t use Acorn if you want to stay out of trouble.
5/5
TrustpilotCouldn’t recommend them enough!
The whole team at acorn were amazing and the lovely gentleman who dealt with all my tenancy was absolutely fantastic and went a love and beyond to help. Thank you Jamie for all your help.
Thank you Sacha for leaving us a 5* review. We are really happy that you were pleased with the service you received from Jamie and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotAwful to deal with.
Awful to deal with. Rented a house for 2.5 years. Agreed to pay a fee to break the contract and to stay until someone else moves in.Mould covered the walls within the house was the reason i moved out as they never did anything to fix. Was asked 2 weeks in advance to move out as someone was moving in. From viewing they were asking for 2500£ deposits. Was getting calls every 3 days to make sure i was moving out on time. I did. I payed for a day extra to give them time to make the exchange. Gave the keys on 10|06/24 and on 11th i get an email saying the new tenants have pulled out and im still liable for rent and bills until found someone else. I’m paying rent already somewhere else and acorn made me move out and collected keys. Nearly 2 months now from moving out and still getting told i have to pay the bills. The house was advertised more than what my rent was. Incompetent workers you should be ashamed and if the landlord knows how you’ve been dealing with me im sure he’ll run aswell. Keep away from this cowboys they just there to steal your money…
1/5
TrustpilotAcorn lettings lost the landlords keys…
Acorn lettings lost the landlords keys when I moved out and instead of accepting responsibility are instructing the Land lord to pay for new locks out my deposit. Dishonest, incompetent and shambolic.Edit: The agent has replied that the keys weren't lost but there is only a dispute. Dressing this up and as dispute between the tenant and the landlord is a dishonest attempt to pass the blame. The keys were entrusted to Acorn when I left and they are not there now. This is not a dispute. I also have not yet received any of my deposit back having left several months ago so saying there haven't been any reductions there is misleading
Hi Michael. I am sorry to read your review, particularly as when I investigated this with the team, our version of events is quite different. The key was not "lost" but is location could not verified at the check-out by the inventory clerk. No deduction was made from either your deposit or from the landlord. If I have missed or understood your issue, please do let me know . Thanks. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
5/5
TrustpilotA seamless sale thanks to Acorn
I was so impressed by the service provided by Acorn Swanley that I would not hesitate to recommend them to anyone.From the moment I met Hayley at my valuation she was professional, up front and honest and answered every question I had. She kindly included professional photos in the package I signed up for, and I was impressed how quickly things went from there.In no time I had viewings, which were all appropriate people for my property so I knew my time wasn’t being wasted. Amelia did some of the viewings and was a delight to meet, she was so friendly and full of good advice. I was kept updated throughout the process with feedback from the viewings etc.In no time at all I had the perfect offer from the perfect buyers and was amazed to complete five weeks later! It was such a smooth process with Hayley providing the perfect liaison between me and the buyers. Nothing was too much trouble for her and she always called me back without fail.She was so helpful and kind throughout the whole process- it made the sadness of selling my home a lot easier.Amelia did most of the viewings and was always so polite and engaging with the people.It was a pleasure to deal with both ladies and I am so glad they handled my sale- I always felt in safe hands with them. The office itself is conveniently located and whenever I phoned everyone was so polite and friendly.Fantastic service from all at Acorn Swanley and Hayley and Amelia really made the whole process so seamless for me.Thank you Acorn for finding me the most lovely buyers for my home!
Thank you Carina for leaving us a 5* review. We are really happy that you were pleased with the service you received from the Swanley team and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotI was looking to view a property that…
I was looking to buy a property that was advertised by AcornI asked for a viewing for this property that I was interested to buy within 1 hour of the email that was sent to me by an agent form acorn. I kept following for 2 weeks over phone and email and the agent (Katlyn) told me that they were gathering the viewing requests and will get back as to me once they get a date from Seller. After 2 weeks, when I chased them again that said it was fully booked and that I cannot be accommodated and were sorry for not mentioning it to me earlier. Highly unprofessional!
Hello Ujjal. I am sorry to read your review and have spoken to the branch in question. I am afraid the demand for this property was unprecedented (over 60 viewings) and sadly your enquiry was missed. You have been registered with us for over 6 months and we have conducted several viewings with you on other properties and so feel that your comments are a little harsh. You are still free to view if you wish? Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotBrilliant team at Acorn Estate Agents Strood
My wife and I recently sold our property in Rochester Kent through Acorn estate agents in Strood.There are NO WORDS to describe the FANTASTIC service and PROFESSIONALISM received from the Strood office.SPECIAL mention regarding the Brilliant service goes to:- Scott - The Area ManagerDaniel, Branch Manager,Chris, Sales Negotiator,Justina, SecretaryJosh, Sales Progressor and Mark the letting managerScott and his team have been nothing but EXCEPTIONAL.There are NO BETTER estate agents in Medway than the Acorn branch in Strood!!My wife and I are pleased that we kept our promise to Scott that we would sell our property via his office and for future business.My wife and I, are more than happy to recommend Acorn Estate Strood to anyone.Thank you again from P and J
Thank you guys for not only leaving us a 5* review but also for the glowing comments and recommendation. We are really happy that you were pleased with the service you received from the Strood team and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotI would highly recommend Acorn
I would highly recommend Acorn Lilia was so helpful with every detail at the Northumberland Heath branch Everything was professional I can not thank her enough Very happy client ! Jackie 💗
Thank you Jackie for leaving us a 5* review. We are really happy that you were pleased with the service you received from Lilia and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotBest estate agents we've ever dealt…
Best estate agents we've ever dealt with,we had dealings with quite a few during our property search. We recently sold our house with acorn. The main branch we had dealings with was bexleyheath,all the team are very professional, responsive and generally good at their jobs,especially Jake,he was amazing throughout,we can't recommend him highly enough! You get straight up advise and information from Acorn, no messing you about. We will definitely be recommending Acorn to all!
5/5
TrustpilotTerrific customer support
Acorn (and Jamie in particular) have been terrific at making sure our rental flat is fully up to date with legal requirements. Jamie is very prompt and clear in communication; wonderful to have such great customer service!
Thank you for leaving us a review of your experience with Jamie. We are really happy that you were pleased with the service you received. If I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
4/5
TrustpilotWe have had a tricky time with Acorn
We have had a tricky time with Acorn. We moved between branches after not being happy with the poor service and communication levels. However after moving we had a brilliant relationship with Harrison White in Dulwich. His communication was excellent and he kept us up to date with viewings and feedback. Finding someone you can trust is key when selling your home and we felt we had this with Harrison.
Thank you for your feedback. I am sorry there were difficulties at first but pleased that we were then able to offer the service we pride ourselves on and what you would expect from Acorn. Kind regards- Karen Hedges Acorn Customer Services
1/5
TrustpilotWorst estate agents, seriously don't even bother
Apparently no-one works as hard as Andrew Roberts - Customer Relations Manager. If the entire team was as committed to fixing problems as this guy seems to be then maybe I wouldn't be giving this one star review.The meat of this review is basically: our locks got changed for urgent repairs in the property we rent while we've been away over the Christmas holiday and we heard absolutely nothing of it until we tried to get into the house this morning 27th December. Also, conveniently Acorn is closed until the 4th of January! How's that for property management and customer service?! The entire tenancy with Acorn has been a total nightmare. First of all getting moved in was such a roundabout mess and I had to email and call practically every other hour so that they wouldn't do anything slimy with our move-in date. That worked and then the most condescending agent had to come do his job and let us into the property after giving us the wrong keys boohoo. After that we shared 1 set of keys between 3 of us for 2 weeks because we have the magic keys you can't copy and had to wait on the estate agents to wait on the landlord for authorisation...apparently. We get moved in to obviously an endless stream of issues: previous tenants' and landlords' belongings left behind, a mouldy washing machine, broken blinds, unwanted furniture, a trickling shower, leaking hot water tap, etc etc. Of these endless issues, 3 have been fixed to this day - 4 months after having moved in. Time after time, I reached out to our property manager to solve these issues but it started feeling like a full-time job, I just stopped trying. So now we live in the flat with the shower with miserable water pressure, broken blinds, mouldy washing machine :)Whatever! All issues aside, it's a decent property and the main thing was just getting a roof over our heads; but as tenants we have been repeatedly violated, disrespected and ignored and so I would seriously not recommend having anything to do with Acorn if you can avoid it. P.S the property was in total disarray when we moved in so we inevitably will be leaving it in a better state and should have no reason not to get our deposit returned to us in full. There had not been a professional clean, the balcony was covered in dirt and cigarette butts, there were stains on the carpets upstairs, and tape and adhesive residue all over the walls. We identified all this in our own inventory along with photographic evidence so there is absolutely no reason for there to be deductions from our deposit. I cannot wait to move on from Acorn and this property - again I say, with my full deposit intact (and maybe also a refund for this period that we have been locked out of the property...what do you think Andrew Roberts Customer Relations Manager?)
Update 29/12I believe that I have now identified you and have spoken to some of those involved.Although we do manage your property, you landlord uses his own contractors for repairs. It is of course unfortunate that the leak occurred just before Christmas, but I believe that your Property Manager did all she could in the circumstances to ensure that the issue was resolved quickly. The landlord advised that the locks would have to be changed and I understand that at least one of the tenants were notified of this.With regards to the other issues, I will need to speak the branch on my return to the office but I will be back in touch.Thanks. AndrewHi "Elise". I am sorry to read your review and of course I will try and resolve. I am unable to find your details on our system, so if you could email me at andrew.roberts@acorngroup.co.uk I will jump on it. Incidentally, our Property Management team are open on 29th, 30th and 31st December if your property is Managed by us, then we have a 24/7 out of hours service for your convenience. Please call 020 8315 6969 for more information. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotWorst I’ve ever dealt with. Avoid at all costs.
We are professional landlords and have dealt with many agents over the years and Acorn are the very worst I’ve come across. The staff lack training, the communication between agents and back office is none existent. From the lack of pictures on the listing to the inability to follow up on repairs, it’s been a shambolic and frustrating experience from start to finish. The only thing they were efficient at was billing us. Shocking service. Avoid at all costs.
Dear Lisa. I am sorry to read your review and have now had the opportunity to speak with you in person. I am very sorry that you were unhappy with the service you received from us and agree that there are areas we can improve on. Thanks. Thanks. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
5/5
TrustpilotI have had the pleasure to deal with…
I have had the pleasure to deal with Jamie Perrin for over 1 year now and I have been extremely happy with his services. He has always been very helpful and anytime I needed his assistance or had any questions, he was always there and never hesitated. I just want to say thank you so much for all your help and for making the whole process easier for me and my family. THANK YOU.
Thank you Lena for taking the time to leave us a 5* review. We are really happy that you were pleased with the service you received from our Jamie in our Property Management division and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotLandlords beware!
Used Acorn to let a property we own. Letting process was ok, though they were extremely pushy in trying to sell additional services such as rent guarantees and condition reports. Even attempted to get me to indemnify them for anything related to the tenancy because I wouldn't agree to additional chargeable services. But they found a tenant quickly and all seemed well.But their property management service is a joke. Had a leak in the roof of the property and it took them 12 days to get a quote from a contractor. And the level of communication during this time was very poor.Finally received a quote from a contractor at £1,600 plus VAT but got the job done for a total price of £1,150 by another contractor. I guess their quote includes the commission the contractor has to pay them!During this process, despite escalating to management, they displayed complete indifference to any possible damage being done to our property by further rain ingress and communication was terrible.Postcript. Thanks for the response Andrew. Only thing I would say is that if my company were being rated bad by 53% of all reviews on Trustpilot, I would be slightly less comfortable that high standards are your norm. I appreciate this will include tenants, buyers and sellers, but it's hardly a great statistic is it?
Hi John. I am sorry to read your review and to hear of your experience with our services. We have spoken now and am grateful for the feedback you have provided. All points will be investigated and improvements made were possible to ensure that we maintain the usually very high level of service experienced by our 4000+ landlords. If I can help further, please do let me know. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotAbsolutely useless
I should have read the reviews before using acorn. Things started off well but with the last few months have gone down hill fast to the point I find myself in financial difficulty & risk being evected due to Acorn initially taking to long deal with paperwork therefore my move in date have to be moved 2 or 3 times, Acorn have 0 communication skills despite the fact I've tried to explain the situation they don't care. Even after explaining i still get calls & emails from the same person every month asking about rent & when I explain the situation AGAIN to that SAME PERSON I'm made to feel it's all my fault even though Acon have put me in financial difficulty I'm still trying my best to keep on top of the rent. No one at Acon have asked how can they help to relive some off the pressure off my shoulders they just say next month you'll have have pay more to try & catch up which has now got me having sleepless nights & anxiety with worry. I wish I had never used your company & will never ever use them again I'd rather live on the streets then come to this lot again. Avoid this lot at all cost they promise you everything but will give you nothing but stress, anxiety, sleepless nights, depression.
Hi Ian. I am sorry to read your review and have had a look at your file. The pre-tenancy process takes as long as it takes I am afraid and whilst every effort is made to help tenants move on their preferred dates, sometimes these dates have to move due to circumstances beyond our control. When this does happen we will communicate with you as quickly as we can to minimise the inconvenience. With regards to your other issue, as much as we have a duty of care to our tenants, we have an obligation to our landlords to ensure that the rental contracts are fulfilled. We are sorry that you have been experiencing financial difficulties, but we have not receive an explanation as to why this has happened or what the long term solution will be. The landlord has offered you payment options on two occasions via ourselves but no solution has been reached. I am happy to help if you think I can, so please feel free to drop me a line. Thanks. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
1/5
TrustpilotHorrible experience
We wanted to buy the home on Melrose Close Lee, which is marketed by Acorn, Grove Park. We have tried to do it from the beginning of January till the end of June. We did all our documents to April, and the long three months manager from Acorn could not connect with householders to understand their preferable date of the deal. It was a horrible time of my life when we are only waiting and calling to Acorn. Finely, householders' solicitors said to us that householders were being to looking for a house for themself (chain). But our manager in Acorn said during the first showing of the house, that there was no chain. After 6 months of waiting and spend a lot of time and money, we closed our proposal to the house. And I thinking that it's unprofessional if the manager of the estate agency could not connect with the householders for 3 months and will know about the chain from buyers.
Hi Ekaterina. I am sorry to read your review and understand that this will have been a very frustrating and upsetting time for you. Unfortunately, as the agent, we sometimes encounter issues with the buyer and seller that are out of our control. This is one of those cases. Your vendors had initially indicated that they would be moving into rented accommodation in order to allow the transaction to proceed, however they changed their mind and wanted to tie their sale in with a purchase. A regrettable situation, but I am afraid one that we have to respect. Whilst I appreciate that you are unhappy with the situation..as we are, the circumstances were not of our doings so feel that your review is rather unfair. I am am of course happy to discuss this further with you should you wish to contact me. Thanks. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
5/5
TrustpilotGrazie, Acorn and Ruggero!
My experience with Acorn was seamless from start to finish. Ruggero expertly handled all my enquiries and smoothened the process with the referencing company. Whenever I had a question or a problem, I called him directly and he always solved it. He was upfront and honest, and I never felt pressured into renting -- it was my own choice. When my old landlord ignored my request for a reference, Ruggero chased it up and put my mind completely at ease. I appreciated his help greatly and told him as much so I'll say it again: grazie mille, Ruggero. I hope you get to put your feet up too : )
Thank you Torera for taking the time to provide us with a review of your experience. I am delighted to hear that you were happy with the service you received Ruggero and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotGreat and efficient experience
I am a teacher and was looking to rent near my school so I was quite anxious to find a place quickly. The first part of the day was disheartening and unsuccessful however at my first viewing with Acorn I met Jack who rapidly understood what I needed and instantly sorted this out for me via information and a viewing of the property I needed. Jack communicated very clearly, consistently and made this whole process efficient. I am extremely happy to be in the property and can wholeheartedly recommend. Thank you.
Thank you Grace for leaving us a 5* review. We are really happy that you were pleased with the service you received from Jack and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotHugely let down by Acorn
I will be avoiding this company in the future.We used the east dulwich branch, and were told multiple times we would be able to move in on the 28th. We put down a holding deposit and signed an initial agreement stating the ‘unconfirmed’ date was the 28th. We booked and made plans around this date, as it was due to be happening in a few days. Only a few days before the due date, we received a document mentioning the move in date was now the 31st- never were we contacted directly by the company to inform us of this change. Enquiring about this, we were told there is nothing they can do, and ‘we hope this won’t be a problem.’ We also were not informed until long after all submitting our guarantor documents that the guarantor had to be a home owner. This would apparently cause delays. Upon getting a new, home owning guarantor, we were told that their documents didn’t come through because there was no subject in the email. This could cause further delays.In the document received 4 days before the 28th, it stated all payments must be made five working days before moving in. We were never informed of this. And we were unable to make any payments until Acorn had done everything they needed to do on their end. Out of our control. Finally, we were then informed 2 days before our initial move in date that the landlord decided it would be too expensive and take too long to fix up the apartment, and our offer was thus rejected. However, the listing is now back up on the website, apparently available now, for £100 less than we offered. Very strange and a HUGE let down.
Dear Izzy. I am very sorry to read your review of our services and have spoken to those involved at Acorn. I understand that there was s light delay in receiving some of your paperwork but can only apologise if the communication from us around what was needed and by when was not clear enough. With regards to the other issues, our landlord decided at the last minute that he did not wish to pay for the works required to ensure that the property met the required legislation for multiple occupation. He has now instructed us to find tenants that do not fall into the HMO category and has reduced the price accordingly to attract such tenants. I am very sorry for the inconvenience this had caused although largely out of our direct control. If you wish to discuss further, please email me. Thanks. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
1/5
TrustpilotUnbelievable awful.
Unbelievable awful.Rented a property through them for a year. Moved in three days later than arranged due to their mistakes on name, address and date on contract (the three most important details on the contract!)End of tenancy handled similarly incompetently.If I could give 0 stars, I would
Dear Laura. We are sorry to read your review and have spoken to those involved with your tenancy. We are sorry to say that in this instance poor internal communication lead to the wrong dates being added to our system. This had a knock on effect later in the tenancy and again can only apologise. Thank you for raising the issues which has a least meant that such situations will be avoided in the future.Thanks
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Acorn's Bexleyheath office has 475 reviews across 1 platform: 475 on Trustpilot (across the whole business).
Acorn Bexleyheath is rated 3.4 out of 5 across all 475 reviews.
Acorn Bexleyheath, Baynes House, 210 The Broadway, Bexleyheath, DA6 7BG.
