1/5
View AgentsDo not use 2-Move!
The whole process from the second we contacted them was absolutely atrocious. We arranged a viewing of a flat and when we arrived, they showed us round the wrong one. The one we were shown around was a completely different price and even had a different number of bedrooms. This was a huge inconvenience and had wasted both time and money for me and my partner. We had stated a date that we would be able to move and we were forced to move this date forwards. Upon moving in, the work that was supposed to be carried out by our landlord was not completed (as promised) and we were told that we could not move in for another 3-5 days (after being forced to bring our date forward, we had arranged a removal van & various people took time off work to help us move.) We explained that we would be left homeless with nowhere to store our furniture for these days as we had already agreed that date with them. Eventually, we were told that we could move in on the date they had forced us to agree on. However, in the mean time, we were due to pay the deposit and first months rent into their account. I had asked (both emails and phone calls) numerous times for them to confirm the amount and to send over a copy of our tenancy agreement. To which, no one responded. By this time, we had missed the last opportunity to pay the monies in. How am I supposed to pay the money in their account without knowing how much we were supposed to pay? Once they had finally resolved this issue, we moved in. There was no washing machine in the property like we were told & the work that had been promised had also not been done. The carpet is filthy and has a large stain on it, the skirting boards are not fixed to the wall/floor, we have a wobbly tile in our bathroom, the walls need painting, the property was filthy, we have not been able to get internet connection or TV & we are not being given a key to our letterbox. We have lived there for 3 months now and no one will do anything about any of the issues. It takes numerous calls and emails to get a response and even then, no one is willing to help or contact you back. I have been promised a phone call from a manager....I have been waiting for 2 months for this phone call. I spoke to someone a week ago regarding some work and I said that this week would be good to arrange a contractor to visit the property. I waited for a response and received no response. This morning I get a voicemail from 'my Property Managers' to inform me the contractor has arrived and no one is in. No one had contacted me to inform me that a contractor would even visit this week, let alone give me a date. They are now threatening to charge me for the contractors visit even though we were completely unaware that someone would even be visiting the property. I have never known such a breakdown in communication and it is becoming increasingly frustrating. I would urge anyone to avoid using 2-Move if you like your property manager to respond to you.
Agent replied · 18 December 2015
Thank you for taking the time to write a review. We are sorry that that you have felt the need to do so in such negative terms and would like to assure you that we view any complaints seriously and will do all we can to regain your faith in us. We will attempt to respond to the points you raise in turn, not to mitigate your experience but , perhaps, to at least clarify our version of events. With regards to your experience at the start with the initial viewing, this was human error, but having spoken with the team at length, they were under the clear impression that any and all issues regarding the initial viewing appointment and move-in had been addressed and resolved. If anything, we were under the impression that we had a positive working relationship with you. Your comments suggest that this not the case and for this we can only again apologise. When it comes to the ongoing communication issues you have experienced with our management department, I can only state that I wished that I had been made aware of them sooner. We manage approaching 500 properties and as a result took the decision to outsource our management proposition to a related company, My Property Managers. They provide a market leading, bespoke service with resources and technology specifically geared towards this and as a result we are able to provide a level of service and communication to out Landlords and Tenants that (normally) far exceeds expectations. Clearly your experience has fallen far short of this and as a result, working in conjunction with our partners at MPM, a special and extraordinary review has been implemented to review the specifics of your case to ensure that the service level provided to all is consistent and does not fall below expectations. As managing Partner of 2-move, I would be happy to discuss your comments with you personally. The rest of your comments I have emailed you directly to discuss but, as above, we constantly strive to ensure that all of our tenants and other clients get the best service possible. We deal with hundreds of people each month and, whilst one complaint is too many, the positivity regarding 2-move's service, displayed by the vast majority of our customers on raterAgent and elsewhere, shows how deeply we care about getting this right. Apologies again for any upset caused here and I hope to be of personal service to you in the coming months and years ahead.
