Rolfe East Middlesex reviews

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

Hello, thank you for taking the time to leave a 5 star review for Mehmet and James. We hope you are enjoying your new home.

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 Pollyanna. Thank you for your detailed and glowing review! We are very proud to have Jay as part of our team, and will pass your feedback on to him.

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.

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. ​​

Hello Lluis, thank you for your review. We hope you are enjoying your new home, and are pleased James & Ash made the process much smoother.

Dear Marco, Rolfe East pride ourselves on our professionalism and handling of all transactions which is why over our 40 years in the industry we have built up a strong reputation of being a people focused agency who see customer service and care as an important part of our service. Therefore, we take any negative reviews or feedback very seriously and investigate any issue brought to our attention. We have looked into your claims and the situation surrounding the offer you made on a property through our agency as per the contents of your review and reply as follows.: Ash was keen to secure the property for you and saw you as a priority purchaser, he even conducted your third viewing outside of normal working hours. Ash also made sure you knew that there was another party that had offered through another agency, so you were fully aware that there were other buyers interested in the property. Due to our hard work with the seller we managed to get your offer accepted. However, the next day we were informed by the seller that they had accepted a higher offer which was put forward by the other another agent. The seller saw the higher offer as a more viable option for them. We did give you an opportunity to increase your offer, but instead of discussing this with us, you list this review. We understand you must be frustrated especially if this was your dream home, but we gain nothing from you losing out on the property. All we have done is work hard to secure this home for you. Unfortunately, the legal system does not have provisions which lock buyers or sellers into contracts when accepting an offer, so both parties can withdraw or change their minds at any time. Agents do not have the power or control to stop this as we simply follow the instructions of the client who owns the property. As always, we are still happy to help you with your home search, so please contact us to discuss this if you wish.

Dear Marco. Rolfe East pride ourselves on our professionalism and handling of all transactions which is why over our 40 years in the industry we have built up a strong reputation of being a people focused agency who see customer service and care as an important part of our service. Therefore, we take any negative reviews or feedback very seriously and investigate any issue brought to our attention. We have looked into your claims and the situation surrounding the offer you made on a property through our agency as per the contents of your review and reply as follows.: Ash was keen to secure the property for you and saw you as a priority purchaser, he even conducted your third viewing outside of normal working hours. Ash also made sure you knew that there was another party that had offered through another agency, so you were fully aware that there were other buyers interested in the property. Due to our hard work with the seller we managed to get your offer accepted. However, the next day we were informed by the seller that they had accepted a higher offer which was put forward by the other another agent. The seller saw the higher offer as a more viable option for them. We did give you an opportunity to increase your offer, but instead of discussing this with us, you list this review. We understand you must be frustrated especially if this was your dream home, but we gain nothing from you losing out on the property. All we have done is work hard to secure this home for you. Unfortunately, the legal system does not have provisions which lock buyers or sellers into contracts when accepting an offer, so both parties can withdraw or change their minds at any time. Agents do not have the power or control to stop this as we simply follow the instructions of the client who owns the property. As always, we are still happy to help you with your home search, so please contact us to discuss this if you wish.

At Rolfe East we take all feedback very seriously. Customer service is a high priority to us and any negative feedback is investigated and action taken as a matter of urgency. We have looked into your case and our findings are as follows: We can confirm that your offer was indeed initially accepted by the landlord. However, both the landlord and the proposed tenant reserve the right to withdraw at anytime up until the moment the tenancy agreement is signed and the consideration fulfilled which is normally the first months rent paid. This is regardless of whether a holding deposit has been lodged or not. Unfortunately in this case the landlord received an offer which they preferred and decided to move forward with that offer instead. As agents we do not have control over which tenants offer is accepted, this is solely the landlord decision and as agents we have to follow landlords instructions. The reason a deposit was not taken even though the landlord was initially interested in your offer, was because Dexter was waiting for the landlord to confirm their instructions. As a company policy we do not take money from potential tenants without the landlords confirmation to begin the referencing process. There are situations like this where a landlord can and unfortunately sometimes do change their minds. We will also stress that the landlords decision had nothing to do with you not paying a holding deposit as you stated, it was simply the landlords preference. This decision would have been the same whether a deposit is paid or not. You mention in your review that your offer was rejected two days before your move date. This is incorrect as you were told about the landlords change of mind on 4th August, and Dexter had discussed with you partner on 1st August a potential move date of 11th August if all went to plan. Having gone though the calls and emails thoroughly we are convinced that Dexter did his best to handle the situation with care. Once it became apparent that the landlord wanted to go with another offer Dexter called your partner straight away, but got his voicemail. Rather than just leaving a message to tell you what had happened he asked you to call back so he could explain directly, which in our opinion shows care. When your partner called back, Dexter explained the situation and offered another property as he knew you both wanted to move quickly. This shows a pro-active approach from an agent showing care. He was obviously trying to help find a solution for you both. While on the call with Dexter, your partner was very abusive, and swore at Dexter. We must stress that we understand this must be very frustrating for you, but we will not accept abusive behaviour towards our staff members. We would be pleased to assist is helping you find another property if you would be open to working with us.

Hi Tatjana, Thank you so much for your kind and glowing words!

At Rolfe East we take all feedback very seriously. Customer service is a high priority to us and any negative feedback is investigated and action taken as a matter of urgency. We have looked into your case and our finding are as follows: We can confirm that your offer was indeed accepted by the landlord. However, both the landlord and the proposed tenant reserve the right to withdraw at anytime up until the moment the tenancy agreement is signed and the consideration fulfilled which is normally the first months rent paid. This is regardless of whether a holding deposit has been lodged or not. Unfortunately in this case the landlord received an offer which they preferred and decided to move forward with that offer instead. As agents we do not have control over which tenants offer is accepted, this is solely the landlord decision and as agents we have to follow landlords instructions. The reason a deposit was not taken even though the landlord was initially interested in your offer, was because Dexter was waiting for the landlord to confirm their instructions. As a company policy we do not take money from potential tenants without the landlords confirmation to begin the referencing process. There are situations like this where a landlord can and unfortunately sometimes do change their minds. We will also stress that the landlords decision had nothing to do with you not paying a holding deposit as you stated, it was simply the landlords preference. This decision would have been the same whether a deposit is paid or not. Having gone though the calls and emails thoroughly we are convinced that Dexter did his best to handle the situation with care. Once it became apparent that the landlord wanted to go with another offer, Dexter called you straight away, but got your voicemail. Rather than just leaving a message to tell you what had happened he asked you to call back, so he could explain directly which in our opinion shows care. When your partner called back he told her what happened. As he knew you wanted to move quickly he told her about a similar alternative property which was available immediately. This shows a pro-active approach from an agent showing care. He was obviously trying to help find a solution for you, rather than showing a lack of care. You then called in and were very abusive, and swore at Dexter on the call. We must stress that we understand this must be very frustrating for you, but we will not accept abusive behaviour towards our staff members. We would be pleased to assist in helping you find another property if you would be open to working with us.

Hello Gerry, thank you for your review, much appreciated.