Trusted Agent profile · London
Verified
★★★★★
621 reviews across 2 platforms
140 Plumstead Common Road, London, SE18 2UL
John Payne's office in London, at 140 Plumstead Common Road, is rated 3.7 out of 5 across 621 reviews on two platforms, including 129 Google reviews rated 4.8.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotA big thank you to Mark and all his…
A big thank you to Mark and all his Team at the Rainham office. All the Best.
Thank you so much for leaving us a brilliant 5 Star review- We appreciate it! Customer Services
1/5
TrustpilotWhere to really start….
Where to really start - from the offset the agent we dealt with lied to us consistently about an endless list of things, about the sellers situation, to the the tenure of the property, to the structure of the property - the list goes on. Every agent we dealt felt like they were pretending to be an estate agent, and seemed to think that the best way to handle buyers is to lie to them, and the deny everything. They will do whatever they need to to get the property sold. They are smarmy, untrustworthy and selfish. I can’t imagine the culture in the office is healthy at all. Our solicitors said they were the most unprofessional, rude and intimidating agents she had ever dealt with, and if the whole process hadn’t already been delayed by so long because of their complete lack of ability, we would have gone to the Property Ombudsman because some of their practices were so incredibly dodgy and almost definitely illegal. I wouldn’t go near them with 10 barge poles.
5/5
TrustpilotHighly recommend their Lewisham office
Highly recommend their Lewisham office, Arikson and Dammy were key to our sale going through
Thank you Clive for takling the time to leave us a review of your experience using our services. Best wishes. Acorn Customer Services.
1/5
TrustpilotWe are still having issues renting a…
We are still having issues renting a place I’m beginning to take things very personal They took over £500 of my money for a holding deposit and now won’t give it back It’s against the law so looking at a small claims court …. Because my referencing didn’t go through / FAILED as they keep saying which makes you feel horrible… Apparently they use it for the cost of referencing… I’ve been private renting for 12 years at my current place … I have a good credit rating …. So something isn’t right Give me back my money 💰
Dear SJC. I am sorry to read your review and have responded to you direct. I look forward to hearing from you. Thanks. Andrew Roberts - Customer Relations Manager
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
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 I'm 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 I'm sure he'll run aswell. Keep away from them.
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
5/5
TrustpilotVery good service and thanks to James…
Very good service and thanks to James Clachar for is help through out the process and after
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.
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
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
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
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
5/5
TrustpilotIncredible company
Incredible company, Elycia was so helpful in getting us our beautiful home. The team are lovely and helped us with everything. Highly recommend
5/5
TrustpilotMark and James from Rainham
Mark and James from Rainham, Kent branch have been wonderful by helping me selling the house. After several awful experiences with different estate agencies, I have finally found Mark who together with James helped me to find the perfect client for my property. I have met Mark before while I was viewing several properties and I noticed that he is excellent with people and has excellent skills in negotiation.
5/5
TrustpilotFirst time buyers
We have been dealing with Daniel, William and Abbie and throughout the process they have been a great help, very communicative and informative. They went above and beyond to help us get this over the line. Would like to thank them all so much, and we couldn’t have done this without there knowledge and experience. Thanks again!
Hi Charlotte, thank you so much for your kind words! We're thrilled to hear that Daniel, William, and Abbie provided exceptional support throughout the process. We greatly appreciate your gratitude and we're glad we could assist you. Thank you again for your review!
1/5
TrustpilotInitially after a viewing they send me…
Initially after a viewing they send me quite a few emails......i made an offer and after that never heard from them again. I made phone call after phone call to get an update but was told that the agent was either out on a viewing or would return the call later.....they never did....this went on for nearly x2 weeks until i just stopped calling.....im not saying all of them are like that but certainly it was the norm at their Peckham branch....and i have no idea why
Hi Hisham. I am sorry to read your review and have spoken to the Manager of the Peckham office who will be in contact shortly. Our customers satisfaction is paramount and in spite of the incredibly busy market we should always be communicating effectively and efficiently with all clients. As you mention, your experience is uncommon and will make sure it is not repeated.If I can help further, please do let me know. Thanks. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
5/5
GoogleHad the pleasure of dealing with William Chidley when I was out viewing. Didn’t buy through him but he was very helpful throughout.
Gregg Hastings, we are very happy we could provide you with a positive experience!
1/5
TrustpilotAppalling customer service and no…
Appalling customer service and no communication (or no care?!) when they want money they will send multiple emails but as soon as you need anything there is radio silence. I had to ask them to stop emailing me when they sent over 9 emails in one day asking for a deposit 'immediately' despite only sending the paperwork that morning ( we had waited for a week for said paperwork) they have been hard to get hold of, rude and uncaring and I will never ever use them again. We are still waiting for them to remove furniture from the property that they said they would remove (it wasnt meant to be here so we have been trying to work around it) and they dont care - incredibly frustrating
Hi Bethany. I am sorry to read this and have spoken to the PM team to get an idea on where this went wrong. I will contact you directly when I have the info I need. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotBEST TEAM EVER,i was having a lots of…
BEST TEAM EVER,i was having a lots of requests about how i want to look my flat ,i want a big flat with two baths and two bedrooms in a good area and the team from acorn made me feel like it s so easy to find the flat that i need to be perfect,two of the agents helped me more than somebody will ever do ,they answer at any hour on the phone when i called to ask any question and they had the perfect answer to make me feel safe and secure about moving,i ve seen many flats from this agency until i find the right one for me and they keept going to help me with all the paper work that i needed,i had a excelent experience with them!
Thank you Gabriela 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 and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
5/5
GoogleJames and his team worked tirelessly to help sell our house, we were kept up to date with all developments and nothing was too much trouble. A very professional and reliable business.
Thank you Andy 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 from James and his Team. If I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotNo care for there customers
They don’t care if you are trying to find a place, will book you in for viewings not contact you and not show up. Kept saying benson will call me back witch he never did then they booked me for another appointment the next week for the same place to and called me on the day of the viewing to say the propertied been letted out now with no solution or alternatives to the problem they caused by constantly delaying me like it didn’t matter I didn’t care to ask about the other places I had seen advertised after how I felt they were on the phone and the service I was getting. In response to your reply I was contacted after my review 2 days ago only to be told more stuff that you didn’t do.
Hi Happy Shopper. I am sorry to read your review and have spoken to those involved. I am afraid it was a genuine mistake from Benson, who I understand has called you now to apologise and arrange to get you out viewing other properties. If I can help further, please do let me know. Thanks. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
5/5
TrustpilotMark and his team were fantastic from…
Mark and his team were fantastic from start to finish . Always there to deal with any questions .
Thank you Deborah. I will pass that on to Mark and the team at Rainham. kind regards-Karen Hedges Acorn Customer Services
1/5
TrustpilotIrresponsible
IrresponsibleThey show you a big, nice and cheap house ...They rush you to lock down the house immediately so that you can't find out about them wellThey tell you yes to everything and do not worry about anything that they will work hard for you and practically guarantee that the house is yoursThe agent, Ruggero Castelli, of the Streatham hill agencyIt sells you a dream, it seduces you, it makes you think that you are doing the business of your life and then it disappears until a few days before the move, to ask you for a lot of extra documents (apart from all those that we had already delivered via email when we received the confirmation that the house was ours) all this with a baby on the way, with the previous contract that ended in 2 days and 6 months of covid in which unfortunately we were with the universal credit and little else, they knew that we would not pass the requirements of the landlord from the beginning and they waited for the last minute for us to collapse with the pressure ...They asked us for 6 months of rent to save our depositthey left us in the street with a newborn girl and without a roof to shelter usYou called and they didn't answer, and when they answered you they asked you for more and more documents, all this in times of covid
Hi Esmany. I am very sorry to read your review and have spoken to my colleague you have mentioned. He is equally disappointed to see what you have written as he genuinely tried to help you secure the property you wanted. All rental applications are subject to reference approval and the reality is that the information you provided us with initially differed from what was supplied in the references. This unfortunately had a negative impact on you ability to pass. He did offer you a number of options that would enable you to proceed however these were not practical for you which we of course understand. I hope that you have managed to find a home now but if I can be of further assistance, please do let me know. Thank you. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
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