Trusted Agent profile · Cheltenham
★★★★★
73 reviews across 1 platform
13 Bath Road, Cheltenham, GL53 7HG, GL53 7HG
Mack Residential Lettings Ltd's office in Cheltenham, at 13 Bath Road, is rated 3.8 out of 5 across 73 reviews on 1 platform, including 73 Google reviews rated 3.8.
Every review we hold for the Cheltenham office, from every platform, shown as written. First names only.
5/5
GoogleDid some work for Mack Residential on one of their properties. Good communication from Jack and the team . Would recommend to other contractor and do more jobs for them in the future
Thank you for the feedback. The team here work really hard to provide great customer service
1/5
GoogleThe worst letting agent to deal with. After 2.5 months, I'm still waiting for basic repairs to be started. Flat was let on understanding of gas and water paid by landlord. Now the boiler has stopped and no heating during coldest week this year... still. Sent two emails to mack residential... but no reply. I suspect the heating has been switched off. The communication is abysmal. They really do not care about the tenant.
1/5
GoogleScam, avoid at all costs. Unprofessional and will try add bogus charges to your deposit. Additionally, was caught overcharging for an invoice at the end of the tenancy. 3 months on and they're still adding new charges saying they need to be paid. On top of this the property had no hot water for over 4 months and was told it was not essential to repair and to use bathroom outside of the flat for hot water... Avoid avoid avoid.
Thank you for taking the time to leave a review. I understand your frustration and sincerely apologise that your experience with our services fell short of expectations. As I explained on our call, we reviewed your situation and identified an error where an invoice was sent out incorrectly. We want to assure you that there were no additional charges beyond the agreed-upon work. We will share the completed invoices reflecting the accurate cost for full transparency. We do strive to complete all work as efficiently as possible while maintaining high-quality service. If you have any further questions or concerns about the recent work or the invoice, please don't hesitate to reach out directly to me. We appreciate the opportunity to address your concerns and hope to regain your trust in the future.
1/5
GoogleAwful to deal with, strung us along on a property and then told us our application was successful and that we needed to send off some job references. Whilst working on that on the same day they suddenly switched and wanted 3 months worth of payslips but my partner had only just got the job that week (he has another job as well but it’s very few hours) so 3 months worth of payslips didn’t exist and wouldn’t reflect our actual financial situation by next month. After explaining this and asking for clarification on some things, suddenly we were declined and they stopped answering phone calls. Would definitely avoid at all costs if possible
We understand your recent review and want to assure transparency in our application process. Before taking a holding deposit, we collect comprehensive information from applicants to assess their suitability for tenancy and ensure they can pass the referencing phase. This information may include payslips for those in permanent employment. However, we recognise that circumstances can change, and this appears to have been the case for you and unfortunattely this affected your application. We did speak with you to clarify your situation and discuss your options for moving forward with a property.
5/5
GoogleThe property is lovely and in great condition, despite some work which needed to be done when I moved in (likely due to the property sitting empty, so no fault there). The work that has been needed has been done ASAP and to a good standard. Natalie, in their Property Management department is a superstar, and actually takes time to check in with me as a tenant, rather than just wait for me to report an issue. Rent is reasonable for what I have, and I feel very at home in this apartment. All in all, a lovely customer service element to this agency, coming from another agency local to Cheltenham, this is night and day. What a breath of fresh air.
5/5
GoogleJack was helpful, considerate, and responsive. Throughout the tenancy he provided clear communication and it always felt like he was on the side of tenant. Not something I’ve experienced with letting agents before!
1/5
GoogleRang over 20 times over 3 days at different times , left 2 voicemails and 2 emails and haven’t heard anything . Joke agency with lazy workers ,learn how to pick up a phone
Hi Jo. Thank you again for your feedback, and we sincerely apologise for the frustration caused. Your experience does not reflect the standard of service we strive to provide. We have tried to contact you and will do so again in the New Year to see if we can assist you with your search for a property.
1/5
GoogleWould not recommend shame no stars isn't an option. I could give a list with many issues but to make it short for you Simple things such as a leaking boiler left for well over 8 weeks although numerous reports have been made and no fix been done just "contractors" (who openly admit that its just extra cash for them and that other tennants are also being left in unacceptable conditions) sent to look at it and have advised the property management team what needs to be fixed yet nothing planned and left with mould in flat.
5/5
GoogleQuick and reliable repair. Had a maintenance issue at our flat the other morning, called up and spoke to Jake who had it sorted no fuss by lunchtime. Stellar service.
1/5
GoogleAbsolutely awful place to deal with, took money off my son for 'holding fee' then got incorrect credit file and turned him down. This was then rectified due to me making 3 phone calls and of course he didn't have adverse credit at from when he was 15 years old! They need to grow brains. Would not refund any money to my son and he hasn't gone ahead. We will see them in court!! STUDENTS AVOID UNLESS YOU ARE DESPERATE AS 'HIDDEN FEES APPLY' and no guarantee of any professionalism whatsoever they can stick their t's and c's where the sun doesn't shine
Dear Rachel, many thanks for your review, please let me respond to your comments. We issue terms and conditions so that all fees and terms are clear to tenants. No fees are hidden and this document has been signed by the applicant explaining holding fees are non refundable. We are sorry there was an error with the credit check which was out of our control, we could not take this any further and you had to make this call. We are more than happy to proceed with the application as we have already discussed but you have declined.
5/5
GoogleWe carry out fire equipment maintenance work for Mack Residential across their portfolio and they are a great company to deal with, always efficient with their communication, authorising repairs, ongoing maintenance and settlement of invoices. We couldn't ask for more from a client.
4/5
GoogleI have been renting with Mack for almost 6 months now. Great experience so far. Natalie at the office has been fantastic, and very responsive, and Ashley who came round to do the inspection was also excellent and receptive to any issues we raised. The property itself is fairly good, some minor issues that need correcting, but again they have been on board with listening to us. I would certainly recommend these guys as a letting agent.
Hi Ben, Many thanks for the review and feedback.
5/5
GoogleMACK residential were a great agency to rent through. They were thorough, attentive and very friendly throughout our entire tenancy. We specifically worked with Natalie, who is one of the most personable agents I've dealt with. She was great at communicating and made our move out process really simple. We would highly recommend :)
5/5
GoogleMACK residential were a great agency to rent through. They were thorough, attentive and very friendly throughout our entire tenancy. We specifically worked with Natalie, who is one of the most personable agents I've dealt with. She was great at communicating and made our move out process really simple. We would highly recommend :)
5/5
GoogleExcellent service. Viewings were easy to arrange and the process of renting was faultless. Natalie was very helpful and we would definitely recommend.
Hi Ryan, Thanks for the review and recommendation.
5/5
GoogleContact between the Letting Agent is quick, and I've received confident replies. All issues with our new place have been dealt with well and quickly with the help of Natalie. The online reporting system is really good.
1/5
GoogleJake joker. Not 1 iota of empathy from tenants. Collecting 16pcm from manchester city council. Leaves toddler in mould in the bedroom. Outside with rats vermin and weed.
5/5
GoogleGreat customer service from move in to move out day! Any issues (very few) were sorted swiftly and we were always kept in the loop. Special thanks to Natalie for everything. Would recommend Mack to all.
1/5
GoogleStaff getting to the flat i rent from them with their spare keys without giving me any notice even with strangers one time. refuse repair in too many occasions. They simply want your money providing Zero service. At the end they will try to take your deposit. Be aware poeple.
Dear Hicham, I am sorry to hear you were not happy with our service. All tenants are given 24 hours notice for viewings. The deposit is there is damage and/or cleaning is required at the end of a tenancy , Our check-outs are carried out by an independent inventory clerk to ensure they are impartial to us as the agent. In this instance a deduction was required due to the condition the property was left in. The repair you refer to was not noticeable when a contractor attended due to insufficient information on what the issue was. I am more than happy to discuss any issues you have, please give me a call at the office.
1/5
GoogleAbsolutely horrible. They refused to let me contact the landlord directly and told me they were waiting to hear back from him for MONTHS, meanwhile I'm stuck sleeping on a partially collapsed bed frame. Once they finally decide to fix it, LITERALLY 6 1/2 months later, they charge me an outrageous number. They will blame any structural issues within the property on you, like foggy windows due to a faulty double pane. Many of the signage is copied from the local university and doesn't apply to the property. Awful people, who talk down to their tenants and refuse to believe that themselves or the landlord could ever be at fault. I would honestly give a zero/5 stars if it were possible. So happy that my contract is up in a month and a half as I will be free of them finally.
5/5
GoogleI am shocked at the last review I know from personal experience that Teresa the office manager is very professional and would never act in this manner. They have worked for me for 10 yrs and never ever have I had a complaint of this nature.
Dear June, many thanks for you review.
1/5
GoogleDespicable living conditions, no direct contact to the landlord, unhelpful staff, but good location. I wouldn't suggest you live here unless you're completely out of options, and even then it'd be better to wait for an available room from another lettings. 2/10 - would not recommend.
Dear NT, I cannot work out who you are and what property this relates to, if you can please contact us at the office to discuss further.
5/5
GoogleI spoke to Jake from Mack Residential today. He was very professional and really helpful. Thank you.PositiveResponsiveness, Professionalism
5/5
GoogleHave had a very positive experience through renting a property through Mack Residential, Natalie was very helpful throughout the whole process and couldn't recommend enough.
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Mack Residential Lettings Ltd's Cheltenham office has 73 reviews across 1 platform: 73 on Google.
Mack Residential Lettings Ltd Cheltenham is rated 3.8 out of 5 across all 73 reviews, and 3.8 out of 5 on Google from 73 reviews.
Mack Residential Lettings Ltd Cheltenham, 13 Bath Road, Cheltenham, GL53 7HG, GL53 7HG.
