Every review we hold for the Reading office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleI cannot thank and praise Bernadette enough for everything she did for me through the purchase of my first property.
As a first time buyer it is a pretty stressful experience and with added stress from various issues with solicitors I struggled with the process however Bernadette saved me.
She went above and beyond what she needed to do to make things go smoothly and fix issues, contacted me regularly on the phone to talk through everything, allowed me to make last minute appointments and fixed all the issues I thought I had.
And on top of that she listened and checked I was ok on a personal level too.
Shes amazing, thank you so much.
Ellie · 29 July 2019
Agent replied
Thank you very much for your comments about Bernadette who always works very hard for our much valued customers. Regards Jon Roberts Director Residential Sales
★★★★★ 1/5
GoogleIn response to the below reply by Romans - we tried to contact Romans Estate Agents on a great number of occasions both while we were renting and living at the property, as well as after we had moved out (with regards to a great number of issues with the property itself as well as the property furnishings). However neither our allocated property manager nor any of the other staff members that we contacted wanted to help once we had signed the contract and paid the deposit money they required. Definitely would not recommend, and unfortunately will never use Romans Estate Agents again.
S_C_N · 29 July 2019
Agent replied
Customer service is very important to us as a local property company and would be grateful if you could contact me to discuss your experience further. Regards Jon Roberts Director Residential Sales 0118 9538701
★★★★★ 1/5
GoogleI have just back from a viewing with Romans. I am utterly shocked by the service. Mainly because i do not think its legal to show a property to 4 people whilst people still live in - whilst i was talking to him the other two could have stolen something!??Not only he was late he made us walk back and forth because he didn't know how to access the property. Couldn't find the keys too. then couldn't answer the questions about the property . I have wasted my time and my first impressions are that - i can't trust them! the fees are sky high too!
Ilze · 29 July 2019
Agent replied
Hi Ilze, we are very sorry to hear that you are dissatisfied by the service you have received from the team at Romans in Reading. We are disappointed to hear of the negative experience you had during your viewing, we set very high standards for ourselves and take it very seriously when these are not met. In regards to your comments surrounding the legality of the format of the viewing conducting block viewings is something that can occur quite frequently within the lettings business particularly for a busy branch such as the Reading Office. The arrangements of the viewing would have been discussed with you when this was booked in. By grouping together viewings it allows the team more flexibility to assist customers. It can also be noted that it is standard process within the Lettings industry for properties to be marketed whilst Tenants are still in-situ as this helps Landlords ensure that their properties do not incur void periods without rental income. I have had the opportunity to discuss your review with Phil Hawkins who was the member of staff who conducted your viewing with you. Phil has acknowledged that he was slightly late to the viewing appointment as he was discussing some issues with a Landlord, Phil has also accepted that as he had not attended the property before he could not get the keys to work in the communal door initially which led to a slight delay. In relation to your comments surrounding fee’s I am sorry to read that you feel Romans fee’s for Tenants are expensive, here at Romans we are a clear and transparent agent that display our fee’s for Tenants within the branch and on our website, we do not add fees later on down the line of any tenancy. We are members of the National Federation of Property Professionals Client Money Protection Scheme through our membership of ARLA Propertymark, Safe Agent and also The Property Ombudsman. I recognise that for you to experience the issues that you did during your viewing is not standard process at Romans, we attempt to make our customers experience as straightforward as possible therefore can appreciate why you may be disappointed with the service you have received and so would like to offer our sincere apologies for any disappointment caused. We appreciate you taking the time to bring this matter to our attention, we recognise the importance of all feedback as it allows us to improve our service moving forward. If you would like to discuss this any further then please get in touch with myself the Customer Care Manager for Romans at jgilliland@romans.co.uk Kind Regards, Joe Romans
★★★★★ 1/5
GoogleI have a very bad experience with the team managing the property I was renting, when I moved to the property on July 2013 I had the inventory report which stated that a lot of spots and stains are on the carpet. just stated that as a sentence without showing any pictures as they are hundreds. As I was just moving to UK and even don't know what is clerk or inventory means, I accepted that and moved in. Same company did the inventory again for the property on April 2018 when I ended my tenant, the lady captured 15-20 stains and spots photos and put them in the report, then the landlord is asking for some deposit money to clean this spots!!!
first, the spot numbers remaining are less than 10% of what we received. I know it's my word against photos but honestly speaking this is the case. Second when I contacted the property management within Romans, they are taking ages to response (until now I'm waiting some responses). Also, when they are responding the answers looks like a automatic answer machine quoting sentences from the inventory report.
last e-mail from me to them is asking for receipt for the cleaning they did and the new photos showing it has been cleaned (in the first inventory report it was stated clearly that however professional cleaning had been done, several spots and stains are remaining.!). almost a month now without response from Romans.
looks like they are trying to make me give up. Also, having two different ways of reporting the inventory is giving me the impression this is just to get more money from me.
I really disappointed from the service, try to avoid them if you can.
Finally, I'll report this issue to my company HR and they are updating the recommended list and the black list every year for our employees who want to rent flats / houses.
Ahmed · 29 July 2019
Agent replied
I am sorry to see by your rating and review that you are disappointed with the inventory service we arranged and that you have some outstanding points.
Please contact myself directly or my colleague Richard Chambers, the Lettings Manager in my absence to discuss your experience I can be contacted on 0118 9538715 or the Richard on 0118 9538707 so that we can look into for you.
Kind regards,
John Sumner
Regional Lettings Director
★★★★★ 5/5
GoogleJulian, Bernadette and the rest of the Romans Reading team did a fantastic job on the sale of my flat. They are very professional and knowledgeable, with plenty of helpful advice. Selling with them was a far better experience than with the other high-street estate agent that I tried before them - I would definitely recommend Romans to anyone selling in Reading! They even seemed to have a clearer picture of what was going on with my flat sale than my own solicitor a lot of the time!
Natasha · 29 July 2019
Agent replied
Thank you for your positive review regarding Romans of Reading and in particular Julian and Bernadette. We always aim to exceed the expectation of our customer and I am extremely pleased that we have achieved this for you. Thank you again and we hope to be of further assistance to you in the future.
Kind Regards,
Mark Wright, Regional Director
Residential Sales
★★★★★ 1/5
GoogleThe credit control department have contacted me twice to explain my rent was not fully paid. In the first instance in February I explained to her the land lord had lowered their proposed rent increase, the lady did not believe me so askednme to send in emails. I sent the emails in and asked her to call me back to confirm. I did not get a response at all.
Then on 01/04/2019 I receive another call from the department saying the same thing and asking me to pay saying my rent was outstanding. I was very annoyed and the girl put me though to Ruksana the lady I spoke with before who I had to explain it all to again. I asked to be transferred to a manager she said one wasn’t available and that she will get them to call back in 10-15mins. Still no response.
The staff in that credit control department are incompetent. Unorganised and have poor customer services skills. If I am called and told I need to pay rent outstanding then I expect the person calling me to at the very least know what they are talking about!!!
I am furious and disappointed with the service of Romans, it’s disgusting and I will be making a formal complaint. It doesn’t deserve a star at all. Absolutely diabolical. Who manages that team?? They need a manager.
Nicole · 29 July 2019
Agent replied
Hi Nicole, we’re sorry to hear that you are dissatisfied with the service you have received from us here at Romans. We set really high standards for ourselves across our business, we pride ourselves on providing our customers with the highest level of assistance throughout their experience particularly if any issues arise so it’s disappointing for us to hear that you haven’t received this from us. We’re concerned by your comments about our Credit Control team, Sharon Cowen the head of this department would really like to speak with you about this and if you are happy to do so then please reach out to her on 01344753152. By reaching out to her it will allow her the chance to address this situation with you directly and hopefully by doing so she can resolve the issues you are facing and turn your experience with us into a more positive one. Kind Regards, Romans
★★★★★ 5/5
GoogleWe live 300 miles away and instructed Romans to sell a property that we had as an investment. Obviously because of the distance, we needed an estate agency in whom we had confidence to look after the sale without too much involvement from us.
Bernadette Martin (sales manager) kept us up to date from the start, initially with viewings and then when our puchaser was found she liased with the various solicitors etc. She has arranged final meter readings on our behalf, forwarded mail to us and generally kept us in the picture on how the sale progressed. A professional job all round!
Peter · 29 July 2019
Agent replied
Hi Peter. Thanks for taking the time to write a review. We are so pleased to hear that Bernadette could provide you with an excellent service and will ensure your feedback is passed on. We hope to be of service to you again in the future. Kind regards Romans
★★★★★ 4/5
GoogleIt was a great service received from this agency. The person who showed us the property was nice and helpful. Also two of the people who did the paper for me were great and initiative. But a third one responsible for the check in was a bit confusing and uneasy to reach, and the property manager needs reminders to do their job. Also, I was confused by the double tenancy agreements I had to sign which I believe one of them was mistakenly sent to me. One more and important point is the clerk who is responsible for the inventory took a photo of a sidetable lamp an hour before checking in, and when I checked in an hour later I didn't find that lamp which I believe the clerk is the only person responsible for it.
Ibrahim · 29 July 2019
Agent replied
Hi Ibrahim, thank you for taking the time to leave feedback about your experience with us. It's great to hear that you received such a high level of service from our letting team throughout your property search however it’s a shame to read of your issues checking into the property and that you have had with the property manager. The check-in was conducted by our third party independent inventory clerk with the time arranged and supplied to you, we attempt to make the check in process as straightforward as possible for our customers so are disappointed that you did not feel this to be the case. We also regret to hear that you feel you have had to remind the property manager of the issues you have raised, when dealing with your issues the property manager has been required to communicate with the Landlord around your concerns so this may have contributed to slight delays in coming back to you. In respect of your comments around the Lamp we can appreciate why it would be concerning for you that this has gone missing. The Inventory conducted for the tenancy was undertaken on your move in day by the Inventory Clerk within which this was listed, as you have brought this to the attention of the property manager this has been noted on our system. We’re sorry that there have been aspects of our service you have not been entirely satisfied with but again thank you for bringing these to our attention. We hope that moving forward we are able to deliver a level of service that you are happier with. Should you wish to discuss this further please contact us on 01344758596. Kind Regards, Romans
★★★★★ 5/5
GoogleI have received great service from romans, I have been renting for 5 months now and I have had a couple of issues which have been dealt with straight away. Darren helped me secure the property I wanted and made sure everything was looked after until pooja took over as my property manager who has been more than helpful with sorting out my parking permit and managing to sort out my washing machine very quickly. Always quick to respond to any query I have whether it has been about making a payment or if something has gone wrong. 5* service is deserved.
Warren · 29 July 2019
Agent replied
Hi Warren Thank you for the 5 star review of our Reading branch. Its pleasing to hear that the team, in particular Darren and Pooja could provide you with a great service and we will be sure to pass your feedback on. Don't hesitate to be in touch if you require anything further. Kind regards Romans
★★★★★ 5/5
GoogleEdit// when we started our conversations everything was perfect... then they almost beg me to put a feedback - what I did.
Later on they do not bother to answer/reply. They promise to chase something, they promise to call you back and never happen.
Totaly unprofessional, that is exactly how u SHOULD NOT treat your customer.
________________________________
Great communication from Kimberley, always got an answer almost straight away.
We r renting 2 bed flat from them and everything seems so good.
Highly recommended!
Adrian · 29 July 2019
Agent replied
Hi Adrian we’re sorry that you’ve been unhappy with the experience you’ve had with us recently and regret to hear of the issues you’ve had around communication, we try to be contactable for customers by responding as quickly as possible but can only apologise that we haven’t been able to do this. We can see you left us an extremely positive review about Kimberley which we responded to thanking you for and so regret to learn that your experience with us changed so drastically over such a short space of time. We understand since leaving this review the member of the team you’ve been waiting for a response from has been in touch however would like to offer our apologies for any disappointment that’s been caused by this. We hope moving forward we’re able to deliver a level of service that you’re happy with. Should you wish to discuss this further then please contact us on 01344758596. Kind Regards, Romans
★★★★★ 5/5
GoogleGreat communication from Ms Lucky at the Reading branch.
My partner and I were looking for a place to rent for quite some time,we arranged a few bookings from different agencies but non offered alternative service.
Lucky showed us the property we arranged to view but, unfortunately we didn't like the property, she then offered to show us a property she was going to next.
We are happy to say we liked the place and she was with us each step of the way answering our query's.
Thank you Ms Lucky
Naa · 29 July 2019
Agent replied
Hi there Thank you for the 5 star review of our Reading branch. We are so pleased to read that Lucky could provide you with a great service and we will be sure to pass your feedback on. Don't hesitate to be in touch should you require any further assistance. Kind regards Romans
★★★★★ 5/5
GoogleRomans does offer very good service. Kimberley was my renting manager, she has been very helpful. Every time I report anything, she always responds very quickly and effectively. I do really appreciate.
Yuan · 29 July 2019
Agent replied
Hi Yuan Many thanks for the 5 star review of our Reading branch. It is incredibly pleasing to read the comments about Kimberley and will be sure to pass the feedback on. Don't hesitate to be in touch if there's anything further we can do to assist. Kind regards Romans
★★★★★ 1/5
GoogleA poor experience with Romans in almost every single aspect of being a tenant and, one would imagine, also less than convenient as a landlord (at least in my case). In economic times that permit high fees for tenants in addition to high rent rates, Romans ensure their profits are maximised through charging of high annual renewal fees, poor handling of phone enquiries ("someone will call you back"), employing unqualified contractors (six separate visits to replace two broken heating valves), complete disregard for preferred communication methods and on giving reasonable notice when arranging viewings and inviting huge groups of up to 8 people around a small two bedroom flat without prior warning. Further to the above, I was thoroughly disappointed that despite a full weekend of cleaning efforts, the check-out report was disregarded where it mentioned some minor missed cleaning spots. I obtained a quote of £95 which to clean far in excess of what was missed (e.g. a complete oven and hob clean, when only one interior oven wall was left less than 'professionally clean'). Romans instead commissioned a £200 comprehensive clean of the whole flat, thus negating all the work that had been put in by ourselves. Romans lettings team refused to enter into negotiations despite having released 100% of the deposit from the protection scheme and ignored my reasonable offer of £100 to cover the cleaning items that were not to a professional standard. 30 days after the end of my tenancy I am still waiting for the return of the undisputed portion of my deposit (in excess of £1000) which required repeated requests to have returned to me. I was left with no choice but to open a dispute with the Deposit Protection service in order to try and redeem the £100 unfairly retained for unnecessary cleaning. Will never use this company again.
Alex · 30 June 2019
Agent replied
Hi Alex, we are saddened to read of the negative experience that you have had when renting through Romans in Reading. As a business we consistently strive for exceptional service so we are disappointed to read that you did not receive this from us on this occasion, we do appreciate your honest feedback as this helps us improve our level of service moving forward. We would really like to investigate your concerns further to see if we are able to improve your experience although sadly we are unable to locate you on our system, please can you provide the address of the property that these issues are in relation to? By providing this it will allow me the opportunity to look into your issues, get in touch with the teams and if necessary discuss with you. I can be contacted at jgilliland@romans.co.uk and on 01344758596. Kind Regards, Joe Romans
★★★★★ 5/5
GoogleMy experience with Romans was great! Mr.Sangharsha Gurung is very helpful and professional. He keeps contact with us to answer our questions and help us in the process till the check-in.
Faisal · 2 October 2019
Agent replied
Hi there Thank you for taking the time to review your recent experience. It's very pleasing to read your comments about Sangharsha and glad he could provide you with a positive experience. We will be sure to pass the feedback on. Don't hesitate to be in touch if you require anything further. Kind regards Romans
★★★★★ 5/5
GoogleSuperb service, happy to answer questions and very friendly and kind. We have been very impressed with the communication and especially with Mike. We would definitely recommend Romans to anyone.
Jenny · 25 November 2024
Agent replied · 9 December 2024
Dear Jenny Buckley
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleWe initially didn't like Romans, but since Sarah George is our property manager it's been different experience. She's is very responsive and resolving issues very fast.
Milana · 3 March 2021
Agent replied
Dear Milana Vučković,
Thank you for taking the time to review your recent experience you have had with our team at Romans Estate Agents Reading. We're so happy you had a positive experience with us.
Don't hesitate to be in touch if you require anything further.
Kind regards
Customer Relations Team
★★★★★ 5/5
GoogleJust need to say what a positive experience we have had working with Bernadette from the Reading Market Place office. She went out of her way to make a very protracted sale as easy as possible. At every step she kept us clearly informed and on the frequent occasions I throw my toys out of the pram due to frustration, she calmly gathered them up, put them back in the pram and made the sale work! Thank you Romans
Paul · 29 July 2019
Agent replied
Thank you for taking the time to leave your comments regarding the service you received from Bernadette in particular. Customer service is very important to us and we truly value your business. Regards Jon Roberts Director Residential Sales.
★★★★★ 5/5
GoogleVery happy with the service.
Darren Leung has been amazing, very professional and helpful.
I recommend Romans to anyone looking for a nice place to live and easy to deal with.
Sergio · 29 July 2019
Agent replied
Thank you for taking the time to provide a positive 5* review and recommendation for our Reading office following your experiences with Darren. Your review and comments are much appreciated.
Thank you.
Kind regards,
John Sumner
Regional Lettings Director
★★★★★ 5/5
GoogleSharing my experience about my recent letting with Romans. Much appreciated for the help of the Letting Negotiator Lianey Dunn and Property Manager Kimberly Garcia Jones.
They are both professional and responsible answering and helping to deal with any kind of problems you had in lettings and livings.
Many thanks for your services.
Warren · 27 August 2023
Agent replied · 26 August 2024
Dear Liefeng
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleAfter being with Romans for many years I must highly recommend them as letting agents. I have always found my Property Manager Kimberley Garcia Jones very helpful and knowledgeable. Her knowledge regarding the law and letting of properties is second to none. Above all she is very approachable and friendly.
Gerry · 31 October 2023
Agent replied · 26 August 2024
Dear Gerry Bates
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleReally happy with Romans team , always helpful and responsive. Especially a big thank you to Sarah George this week for being so helpful.
Mateusz · 4 June 2021
Agent replied
Dear Mateusz, we are very happy we could provide you with a positive customer experience. Thank you for your feedback.
Kind regards
Customer Care Team
★★★★★ 5/5
GoogleGood experience with selling my flat - had a bit of a problem with the buyer's solicitors being pretty poor, and they were great about passing on messages about the need to get the process going with a good result.
Sam · 28 May 2024
Agent replied · 26 August 2024
Dear Sam Juthani
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 1/5
GoogleExpensive letting fees and in cases unnecessary such as forcing candidates to pay for spouse's background check even when not financially responsible. Very poor management property. They knew nothing about the flat I let and don't take action on maintenance until situations worsen up. A money drainage with little in return. At the end they miscalculated deposit refund, recognised error but still waiting for outstanding sum to be paid back. I give up but only hope other tenants don't fall in their expensive disservice.
Gsdibella · 16 May 2018
Agent replied
Thank you for your comment and I apologise for any problems you may have experienced. Please contact me directly as I would like to attempt to resolve this with you directly. Ensuring our customers have a good experience with Romans is important to me, my team and to the Romans Group and on the occasion that someone may feel they have not enjoyed their experience I would like to attempt to understand why. My contact details are jsumner@romans.co.uk or 0118 9538715
Kind regards,
John Sumner
Regional Lettings Director
★★★★★ 5/5
GoogleI had a fantastic experience with Bernadette and the team. Being an overseas seller they went above and beyond to represent me. I couldn't have been happier with the service.
Chris · 29 July 2019
Agent replied
Thank you very much for your comments about Bernadette who always works very hard for our much valued customers. Regards Jon Roberts Director Residential Sales
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
