Rolfe East Middlesex reviews

Hi Melike, thank you very much for your detailed and glowing review about Ash and the team. We are delighted you managed to move in time, and hope you are happy in your new home.

Hello Dimitar-Alexander, thank you very much for your glowing review. Our aim is to always deliver a 5-star service and we are proud James did just that. Thank you for trusting Rolfe East with your purchase & sale.

Dear Lenks, we were surprised to see such negative comments. We have as a matter of company standard, investigated this situation and found the following: When you instructed us to market and sell your property in January 2025, you already had it on with another agent. We do not know if the marketing price was your valuation or the agents, but we did advise you at the time that we believe in our professional opinion that the price was too high for the current market. Which had been going through an adjustment period, due to complications found with some leasehold properties. You also had what can be a hindering factor due to the fact you had a tenant in situ, and this can delay the process and cause obstacles if they do not move out when their notice expires or obstruct us gaining access for viewings. Therefore it can be off putting to some purchasers and it is something we legally need to declare to potential buyers. We agreed a lower marketing price with you but also explained that we still felt this price was still higher than the market would dictate. There were various emails sent between you and the team over the next few weeks. Some of which referred to phone conversations that were had or arranging times to speak. This seems to dispute your comments saying there was a lack of communication. Within the emails we can see there were discussions about the ongoing marketing, and some conversations discussing the realistic price. The team also provided comparable evidence of other properties on the market to back up their opinion. During this time the team discussed options with you which were in part, but not only about a price reduction to build up more interest. They also gave you other options like renting the property until the market value caught up to your level of expectation on the achievable price. Although you did respect their opinion and reduce the price, it was not enough to realise the interest you and we wanted for your property. You then had a discussion with a covering member of the team who made you aware of another option which had not been discussed before. This was to use our auction service which had worked successful for some of our clients in the past. We did not promise it would be the solution. It was put to you as an option which you did not have to take. But you decided to go ahead after you were told how it works. When this solution was unsuccessful you took your property off the market. From what we can see the team kept in contact with you and advised you professionally. Our service is always our priority and we endeavour give each them a bespoke service to suit their needs, but we also make sure all our clients properties have the same attention paid to them. You were given advice and options which is what any professional agency would do in order to help their clients reach their goal of selling. It also seems that if neither us nor the other agent you previously instructed were able to sell the property, there was a reason and price is normally a major factor. However, unlike your previous agent we did advise you to lower the price, whilst trying to achieve the best price possible for you, which is our job. We would also like to point out that another property in the same block which is being marketed by another agent has recently reduced the price to sell. It has gone down to a price which is £20,000 less than the price you had with us after we reduce it, and before you decided to try the auction route. We feel your review is unfair and unjustified. It seems like it has been done because you were not able to achieve the price you wanted for your property, and as we were the most recent agent to market your property, you have decided to take out your frustration on us. On this basis we would ask you to reconsider your review and remove it from this public website. If you would like to discuss this further please feel free to contact us & one of the directors would be happy to speak to you

Hello Jordi, thank you for your 5 star review. Ash is a valued member of our team, and we will pass on your excellent feedback.

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

Hi Leanne, thank you very much for your review. We hope you are enjoying your new home.

Hi Pat, thank you for taking the time to leave your review of our Acton branch. We are pleased to have you as a long-standing client, and hope to continue working with you.

Hello Andy, thank you very much for your glowing review. We are so pleased Rolfe East were able to exceed your expectations, and look forward to working with you again in the future.

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 Jake, thank you for your 5-star review. We really appreciate it, and are happy Emma & the team are a pleasure to work with.

Dear Daniel. Thanks for your review. You called our office and asked that a sign be removed from your property. We do not have your property on the market with us. You called from an anonymous number. When asked by my colleague Emma, you would not leave your phone number with us. I wanted to call you back to establish where the board had been placed so that we could change or remove it. We had no way of contacting you. We do not feel this warrants a 1 star review. Please contact us to discuss this on 01935 814929. Thanks. Laurence Truett. Managing Director. Edit: All of our calls are recorded. I have reviewed the call and Emma did not laugh. You appear to have deliberately called us from an anonymous number so that we couldn't call you back and give a resolution to the problem. As an agency, we do not want anyone to be upset by our approach and marketing. We would have called you straight back if we had your number and sorted the problem. However, you were unwilling to give us this. We erect many signs every week. I wanted to establish which board was being referred to and what your problem was with the location it had been placed in. However, I had no way of doing this due to your anonymous number and unwillingness to give it to us. Laurence Truett - Managing Director. 2nd Edit: Thanks for your comments. I have offered to speak with you to gain clarity on this but still have no way of contacting you as your telephone number was anonymous and you refused to give my colleague Emma your number. We would love (as always) to achieve a peaceful resolution, however, in this instance it seems you do not wish this to be the case.

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!

We have reviewed your complaint and believe there has been a simple misunderstanding. You viewed the property on 25th November 2025. We did advise that offers had been made, but none had yet been accepted. Lettings properties remain as available until a holding deposit is paid; in this case, the landlord had not accepted any offer at the time of your viewing. On 26th November, the agent tried to call you for feedback and to ask whether you wished to make an offer, but you did not answer or return the call. Later that day, the landlord accepted one of the existing offers. At the time of your viewing, the property was fully available and you had the opportunity to make an offer for the landlord’s consideration. We therefore respectfully ask that you remove your review.

Dear Marta, Thank you for sharing your concerns. We are sorry to hear that your recent experience did not meet your expectations. We take complaints seriously and have reviewed the circumstances. The property attracted a very high level of interest, with many enquiries coming in by both phone and email. This meant that unfortunately it took longer than usual to respond to everyone. You were booked in for a viewing and given the same opportunity as other applicants who attended during the allocated viewing period. Regarding the viewing, we expect all staff to provide a professional and helpful service. We have reviewed the feedback received and note that another attendee praised the way the viewing was conducted. The agent’s request regarding parking was intended only to avoid inconvenience to local residents. Most attendees made offers and although the property may have appeared as “let agreed” online, it remained available until a holding deposit was paid. By sending the application form, the agent was therefore giving you the opportunity to make an offer while the property was still available. I hope this clarifies the position. If you would like to discuss the matter further, our Sales and Lettings Director would be happy to speak with you.

Hi Laura, thank you very much for your glowing review for the Acton lettings team. We hope your ankle is recovering.

Hello Paul, thank you very much for taking the time to leave your review. :)

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 Sophie, thank you for your lovely review of the Acton office. We are pleased the buying process was simple for you, and we wish you all the best in your new home. :)

Hi Sophie, thank you for your lovely review of the Acton office. We are pleased the buying process was simple for you, and we wish you all the best in your new home. :)

Hi Connor, thank you for leaving such a lovely review for Jay. We will be sure to pass on your comments.

Thank you for taking the time to share your feedback. We’re sorry to hear that you felt disappointed by your experience, and we do understand how frustrating it must have been to incur costs during the conveyancing process. We take concerns of this nature very seriously. Our research showed that the conversion was carried out with all of the relevant permissions needed at the time, and we provided information based on what was available to us and understood to be correct. We appreciate that further questions arose during the legal process, and we regret that this caused uncertainty for you. While we do not agree with every aspect of your comments, we are sorry that you felt unsupported and that the matter concluded in this way. We always aim to communicate clearly and act in good faith, and we will take your feedback on board as part of our ongoing efforts to improve the service we provide.

Dear Mr Murray, Thank you for sharing your feedback. We’re sorry your experience didn’t match your expectations, but we feel there has been some misunderstanding here. The only appointment time confirmed between our team and yourself was for 6pm. Relating to the times you have mentioned in your review, we have evidence via call lists and text message that confirm that Ash called you at 18.06, 18.11, 18.32 and 18.39 on every occasion you stated you were 5 mins away and you also sent a text message at 18.25 to say you were actually 2 minutes away. Sadly Ash had other commitments and was already trying to be as flexible as possible, but sadly it seems you were not completely honest on your timings. There was also some swearing and abusive behaviour from your end following this, which we do not appreciate and will not tolerate towards our staff. We were not rude and had offered to reschedule as we had already waited 30 minutes outside of our usual working hours. Naturally we wish you all the best with your property search. Rolfe East Team. ​​