Trusted Agent profile · Richmond upon Thames
★★★★★
590 reviews across 2 platforms
4 York Street, Twickenham, TW1 3LD, Richmond upon Thames, TW1 3LD
Chase Buchanan, Twickenham Sales and Lettings's office in Richmond upon Thames, at 4 York Street, is rated 4.6 out of 5 across 590 reviews on two platforms, including 150 Google reviews rated 4.8.
Every review we hold for the Richmond upon Thames office, from every platform, shown as written. First names only.
5/5
TrustpilotHighly recommended
Thank you Lorenc and Louis for helping me find a home. Very helpful throughout the whole process. Willing to respond to all my phone calls and queries. I totally recommend them!
Hi Artemisa, congratulations on your new home and thank you for leaving a review, Lorenc and Louis will be delighted to see this. Should you need anything else, please do not hesitate to get in touch. Best wishes!
5/5
GoogleChase Buchanan is the best agency in the area, service was the most prompt and they have a wide range of nice properties. This time we found another area to move but we'll definitely come back to these guys when I come back. Especially thanks to Elliot (St margarets) for viewings and Aiden (Twickenham) email alerts.
Many thanks for taking the time to leave this review, Sohyun. Best regards Chase Buchanan
5/5
TrustpilotProfessional service, well recommended
Aiden and the team in Richmond let my property out within 24hrs. While they were not the cheapest agent they offered great advice and exceeded my expectations so worth every penny.
Hi there, thank you for your review. We're thrilled that Aiden and the team were able to let out your property so quickly and exceeded your expectations. If you ever need assistance in the future, please don't hesitate to reach out.
1/5
TrustpilotAvoid Chase Buchanan, Predatory deposit practices
Be extremely careful when ending a tenancy with this agency. They attempted to withhold nearly £300 of my deposit for "cleaning fees" and "rent arrears" that were completely unjustified. I was forced to go through a full TDS adjudication to get my money back.
5/5
TrustpilotGreat service 10/10
Laura was really helpful in finding us good quality tenants and ensuring the moving in process was smooth. Thanks Laura!
Hi Jane, thank you for sharing your experience with Laura. We're delighted to have found you tenants for your property. Should you need anything else, please do not hesitate to get in touch. Best wishes!
5/5
TrustpilotI am tenant in one of the property from…
I am tenant in one of the property from last 3 years , i have found them very professional & helpfull.
1/5
TrustpilotChase Buchanan - Twickenham
Having sent a few enquiries out as one does at the end of a tenancy and looking to move, I was inundated with phone calls and voicemails from Chase Buchanan despite my explicit message in every enquiry ‘DO NOT CALL - due to my shift working pattern I am not able to answer calls during normal working hours’. This having been neglected, I of course was not able to return calls on time but always answered emails as promptly as I could. A property I was due to move into via a separate agent fell through on the day the tenancy was set to begin due to the landlord deciding to move into the property himself with his entire family, so I sent out new enquiries including some to Chase Buchanan. On Friday I listened to a 40 second voicemail from one of their agents whereby he asked for a call back, was silent for half of the message having not realised he didn’t hang up and said ‘ugh I’ve spoken to this girl so many times’. Perhaps see this as an opportunity to sell one of your properties, or have sympathy that I still have not managed to move, rather than complain at the new work prospect and be blatantly rude. I emailed this individual advising him to learn to hang up the phone before making remarks and not to bother contacting me again. I then received both a marketing email and a phone call from the individual the following day trying to offer alternative properties and barely apologising for the ‘prolonged’ voicemail. I told him it wasn’t the fact it was prolonged, but the rudeness of the comment at the end. I reminded him not to contact me again and my decision was based purely on his unprofessionalism. Good luck losing clients with that kind of attitude Chase Buchanan.
Dear G, we are genuinely sorry to hear about the experience you had with our Twickenham office, and appreciate you bringing this situation to our attention. We have taken immediate action by raising the matter with the concerned office.Please be assured that the behaviour you encountered is not reflective of our expectations for team conduct or the service standards we strive to uphold. Your feedback is invaluable in helping us address and rectify this matter internally.If you ever find yourself in need of a new property, we kindly ask you to consider giving us another opportunity to showcase the level of service we usually provide. We are committed to making amends and ensuring a more positive experience for you in the future. Thank you for your understanding, Best regards.
5/5
TrustpilotEllie has been super helpful in the…
Ellie has been super helpful in the process of looking for a new flat - she's been very communicative and a great pleasure to work with throughout the whole process.
Hi Jennie, thank you for your review. We're thrilled to hear Ellie was super helpful during your property search. Should you need anything else, please do not hesitate to reach out to us. Best wishes!
1/5
TrustpilotChase Buchanan Isleworth and Twickenham…
Chase Buchanan Isleworth and Twickenham branch are very unprofessional and rude.Recently received section 21 no fault eviction 3 months before the end of my tenancy.Within a few days they started chasing for house viewings.To my surprise in the morning they had erected a house letting board at the gate without even communicating with me.They started calling me on my phone demanding they needed to have house viewing at the times they arranged themselves.If I didn't pick up my phone they kept ringing until I answer or they would write an email harassing me.I was so drained that I ended up not responding to them.Then they started firing me up with email after email and until they told me that they have keys to the house and they were coming over to have some viewings.I thought that was a joke and I did not respond.Honestly to my surprise they came without my permission and unlocked the door but fortunately the door chain was engaged and they could not enter the house.I was frightened I thought they were burglars and I approached the door to find out two agents had opened my door without my permission and I started taking a video straight away.They told me that it's in my contract that I should allow them the house viewing.I went nuts and chased them away threatening to call the police.Please avoid them.They are ruthless people with no heart and they have zero respect for anyone.They are evil people.I still have the video, the emails and phone calls they used to engage me in harassment and disturbing my peace.I am severely heartbroken and my heart bleeds with anger and discomfort.I desperately need this to be resolved and I am going to engage some solicitors.
Dear Billy, thank you for providing your feedback. We want to express our sincere apologies if the mentioned offices inadvertently caused you additional stress toward the end of your tenancy. This was certainly not our intention.We appreciate your understanding and want you to know that your feedback is invaluable to us. We are committed to taking your comments on board and implementing necessary improvements to enhance our services moving forward.If there are specific areas you believe we should focus on or if you have further details to share, please feel free to let us know. Your satisfaction is our priority, and we are dedicated to making the necessary adjustments. Thank you for bringing this to our attention, Best regards.
5/5
TrustpilotThanks Kris
Thanks Kris , you were brilliant from start to finish, sold my house for full asking price from the first viewing, I highly recommend Chase Buchanan at Hampton Hill
Hi there, congratulations on the sale of your property and thank you for sharing your experience with Kris. If you need anything else, please do reach out to the team. Best wishes!
5/5
GoogleThe service provided by Chase Buchanan was exceptional from start to finish. On instruction, they provided clear and very useful advice on pricing and marketing of the property . Their photographer produced pictures that showed the flat in its best light. Their arrangement of the viewings was efficient and organised in such a way that potential buyers were well aware of the interest in the property. They provided sound and very helpful advice on the offers received that made the decision on which offer to take so much easier. Following, acceptance of the offer, they worked hard and diligently to ensure that the sale proceeded with undue delay. They were always available on the phone when called and dealt with the sale in an efficient and effective manner. I would have no hesitation in strongly recommending Chase Buchanan Twickenham to any seller who wants the very best service available in the market.
5/5
TrustpilotFlawless
I can't fault my experience with Chase Buchanan. Pippa was friendly and helpful throughout the process, always quick to answer any questions and offer advice.
Hi Carlitos, thank you for your review. We're delighted to hear that Pippa provided top-class service and made your experience a good one. Please do let us know if you need anything else!
5/5
GoogleChase Buchanan Twineham team is brilliant to deal with, incredibly friendly and totally supportive. A big thank you to Chris as he was lovely and extremely helpful. In a process which can be stressful, his calm, positive and solution-driven attitude made all the difference. Thank you.
Dear Gloria, Thank you for your lovely review for Chris, they will be thrilled to read this. Customer service is very important to us so we really appreciate you taking the time to let us know about your positive experience! Kind regards, Chase Buchanan
5/5
TrustpilotChase Buchanan have managed my property…
Chase Buchanan have managed my property portfolio for the last 26 years and have been excellent.
Thank you, Aspy! We’re thrilled to hear about your positive experience with Audrey and her exceptional property management skills. It's great to know that she has provided you with confidence and peace of mind over the years. We appreciate your loyalty and support!
5/5
TrustpilotAs Landlords we have excellent service…
As Landlords we have excellent service from Chase Buchanan and especially the property manager Audrey Sawyer.
Thank you for your fantastic review, Mrs. Marlow! We're thrilled to hear about your positive experience with Audrey. Our team is dedicated to providing excellent service, and it's wonderful to know that her communication and efficiency have made a difference for you and your tenants.
5/5
Trustpilot10/10
Professional, proactive - on top of their brief and 10/10 communication between me (the seller) and the buyer. I don't think a single estate agent knew the area/development of my property sale as well as Chase Buchanan.
Thank you, Fay! We're thrilled to hear you had such a positive experience with our team. We're dedicated to providing top-notch service and expert knowledge, and it’s great to know we met your expectations. Your feedback motivates us to keep delivering the best for our clients!
5/5
GoogleI am very happy to recommend Chase Buchanan. We found the York Street team very professional, responsive and friendly. Myles did a great job making sure all parties were kept informed and quickly bridged any gaps between the chain to keep things moving. Sincere thanks to Myles and the York St. team!PositiveResponsiveness, Professionalism
Dear Mr Calder, We are very pleased that our Twickenham Sales team met your expectations! Thank you for your kinds words and 5* review - we really appreciate it! Kind regards Chase Buchanan
5/5
GoogleLouis has been outstanding with putting his time and effort into helping me find a new start to my life and for that i am eternally grateful. Never met a young man like Louis.
Many thanks for your 5* review Tj. Wishing you all the best! Kind regards, Chase Buchanan
5/5
TrustpilotI am the landlord of a property that is managed by Chase Buchanan…
I am the landlord of a property that is managed by Chase Buchanan. I have had the pleasure of dealing with Michelle Hand and Bijou Pasticheur in the Hampton Hill office. They are always courteous, helpful and extremely efficient. I have had issues both with the current tenants and also problems with water/boilers that have been dealt with very promptly.
Hi Arne, thank you for taking the time to leave a great review. We are so glad the team were courteous and helpful. Should you need any further assistance we will be happy to help.
5/5
TrustpilotThe manager Lorenc is fantastic
The manager Lorenc is fantastic. He has let my property consistently over a number of years. An excellent communicator that has never let me down.
Hi Joshua, thank you for taking the time to leave a review for Lorenc and being a long-term landlord with us. Please do not hesitate to reach out if you need anything. Best wishes!
5/5
GoogleWe had a very positive experience with Myles from the Twickenham sales team. Communication was great, Myles was always on hand to answer queries and was a pleasure to deal with. When we hit a bit of trouble with our process Myles was very proactive in finding the solutions and keeping matters on course. Would certainly recommend
Hi Damian, Thank you very much for your comments for Myles, we are delighted that you found the service so positive and we really appreciate your recommendation. Best regards, Chase Buchanan
5/5
GoogleFriendly, professional and an estate agent with integrity 😊 Communication and response to emails very efficient and friendly. Chase B were integral to our chain remaining intact and clearly worked hard “behind the scenes”. Thank you very much. …
Thank you, Jane! We're thrilled to hear about your positive experience. Our team is dedicated to providing excellent service and ensuring smooth transactions. Your appreciation means a lot to us, and we're glad we could help keep your chain intact!
1/5
Google20C Queens Road, Disappointing Experience with Chase Estate Agents My partner and I recently had a deeply unprofessional experience with Chase Estate Agents during our attempt to purchase a property at 20C Queens Road. From the outset, we asked clear and direct questions during the viewing, specifically about the leasehold status of the property. We were informed that it was no longer a leasehold but a share of freehold. Based on this information, we proceeded to make an offer, which was accepted. However, upon receiving the official paperwork, we were informed that the property is, in fact, leasehold. When we raised this discrepancy, the agents became dismissive and patronising, attempting to make us feel as though we had misunderstood the situation, despite having asked multiple times for confirmation. We made it clear that our offer was based on the property being a share of freehold. If it were leasehold, we would need to renegotiate. In response, we received an unhelpful and condescending email, incorrectly explaining UK property law in a way that suggested we did not understand the basics of leasehold vs share of freehold despite the fact that they eventually backtracked and acknowledged that a share of freehold was available for purchase. We asked no fewer than five times for details about service charges and ground rent, yet we never received a clear answer. This lack of transparency was extremely concerning. Eventually, we received a call from an agent attempting to clarify the situation, but the conversation felt more like an attempt to downplay the distinction between leasehold and share of freehold in order to avoid renegotiating the offer. At one point, we were told that the current freeholder was open to sharing the freehold with other flat owners, and we “might get it cheap or for nothing” a completely vague and unprofessional suggestion that offered no real clarity or certainty. Throughout the process, we never received a proper apology for the confusion or miscommunication. Instead, we were met with passive-aggressive and dismissive responses, as if the agent was more frustrated about a lost sale than concerned with correcting a mistake or maintaining professionalism. After submitting a revised offer that reflected the true leasehold status, we received no response for several days, "When we followed up about our offer" we were told the property had been put back on the market as they “assumed we were no longer interested.” This suggests our offer may never have even been communicated to the vendor a serious breach of duty under estate agent regulations. Overall, we found our experience with Chase to be frustrating, patronising, and unprofessional. As prospective buyers, we felt misled, dismissed, and ultimately ignored. I would advise both buyers and sellers to exercise caution when dealing with this agency. especially if you are a first time buyer they will assume you have lack of knowledge and talk down to you. I told a friend about this situation who also works at an estate agent and they said, this is really bad and said if they are this bad now they would be a nightmare during the whole sales process. So I think we dodge a bullet here. Sellers of 20C queens road I'm sure if they see this review they will also be disappointed of their handling.
5/5
TrustpilotStaff were great
Staff were great. Found a series of people that wanted the place and were pretty good at comms.
Thanks for the fantastic feedback, Danny! We're thrilled to hear you had a great experience with our team and appreciated their communication. Thank you for trusting us with your property!
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