Every review we hold for the School Hill office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleWe can't praise them enough, from initial contact with Robin at valuation stage through to completion we found them helpful, honest, friendly and easy to keep in contact with. Robin and Christine kept us fully up to date while we were undergoing a potentially a tricky chain-move, and were fully on top of all the communication needed between ourselves, the buyer, solicitors and onward chain estate agents. Highly recommended, and with a local service and knowledge you wouldn't get with a large estate agent group. Thanks to all of you at Thomas and May.
Fraser · 8 June 2019
★★★★★ 1/5
GoogleI don’t believe to 5 star reviews as they may have been rated from friends etc because we all know how property agencies are but this comply is the worse. I’m not gonna start and share my whole experience but all I would say is avoid this company if you are thinking of buying a property.
REPLYING TO THEIR RESPOND.
Thomas and May your responding to my review after a year and a half which you may not even remember the vendor or buyer however your respond is not professional so here you go.
Ervin · 10 September 2022
Agent replied · 7 June 2023
Unfortunately the vendor accepted another offer and you were informed of this at the time. We hope found a nice alternative.
★★★★★ 5/5
GoogleCouldn't recommend more. Special thanks to Robin who helped us through our purchase process and was very patient with the thousands of questions we had throughout
Romulo · 8 April 2023
Agent replied · 7 July 2023
It was a pleasure assisting you; we know how stressful buying can be, particularly when third party organisations don't do what they should! But that's why we are here; to help sellers and buyers achieve their goals. Good luck in your new home!
★★★★★ 1/5
GoogleI don’t believe to 5 star reviews as they may have been rated from friends etc because we all know how property agencies are but this comply is the worse. I’m not gonna start and share my whole experience but all I would say is avoid this company if you are thinking of buying a property.
REPLYING TO THEIR RESPOND.
Thomas and May your responding to my review after a year and a half which you may not even remember the vendor or buyer however your respond is not professional so here you go.
Ervin · 26 August 2022
Agent replied · 25 August 2024
Unfortunately the vendor accepted another offer and you were informed of this at the time. We hope found a nice alternative.
★★★★★ 5/5
GoogleBeing first time buyers, we were slightly clueless and out of our depth with what was involved with buying a house. From the very beginning, Nick at Thomas & May was very professional, knowledgeable, responsive and helpfully arranged multiple viewings for us. Working with Nick became a vital part of the whole process, from liaising with the solicitors and the vendor to getting all the information we needed in order to get the sale over the line. We wouldn't hesitate in using Thomas & May again in the future. Thanks again, Steve & Kristen.PositiveResponsiveness, Quality, Professionalism
Kristen · 26 August 2022
Agent replied · 7 June 2023
Thank you very much for your kind words and it was a pleasure to help you. We hope you are enjoying your first year in Merstham village. Best wishes from all the team.
★★★★★ 1/5
Google**Updating based on reply that we are not on their system**
Enquired about a house 18 months ago with them in merstham that was a timber frame built house and wanted to know more regarding the property. Sadly this wasn't for us due to building insurance issues.
Registered with them to even enquire about the above property. Sadly I left the 1 Star review due to not offering or calling me regarding future propertys.
Sadly if I wasn't on there system in first place that would explain. So the person on the phone I was talking to never added me to your system. What a shame.
Richard · 11 August 2022
Agent replied · 7 June 2023
We have checked our systems and we do not appear to have ever had dealings with you. Please free to email us more information.
★★★★★ 5/5
GoogleRobin and the team at Thomas & May provided a friendly and professional service that helped make the whole process run smoothly. They were helpful and responsive throughout and I would happily recommend to others.PositiveResponsiveness, Quality, Professionalism, Value
Matthew · 26 August 2021
Agent replied · 7 June 2023
Thank you Matthew. Its great feedback for all the team. With all our best wishes.
★★★★★ 5/5
GoogleThanks to these guys I have found my dream house in Rockshaw Road. Their patience, professionalism, enthusiasm and clear passion for the property shone through despite all the difficult moments of my house sale further up the chain. They managed to keep me and the vendors all moving forward and we exchanged contracts just over two months following my first viewing. I just feel so lucky I am going to live somewhere so beautiful. Thanks Mike, Robin and Barbara!
Clarissa · 8 June 2018
★★★★★ 5/5
GoogleWe found Robin, Christine and the team helpful throughout giving good sensible advice when requested. They remained in regular contact and were easy to get hold of. All in all excellent service.PositiveResponsiveness, Quality, Professionalism, Value
Jerry · 26 August 2021
Agent replied · 7 June 2023
Thanks for posting this review Jerry. Its great to have such positive feedback. With best wishes from all the team.
★★★★★ 1/5
GoogleI am absolutely disgusted by the rudeness I have just experienced by Christine from the Redhill branch. I have been enquiring about a property for around two weeks and she has constantly turned us down and been very aggressive on the phone. We have tried booking in a viewing as we are cash buyers and in a very good situation to move quickly. As estate agents I believe that you should have good customer service.
Today I have just come off the most rudest call she shouted down the phone to me and when I asked to speak to someone else she hung the phone up.
I would like to speak to someone else who is not going to shout and be aggressive.
I would never recommend this company to anyone and I highly advise if you are a seller to use someone else as they do not explore all the buyers and decline people who want to view properties.
I hope your calls are recorded as I believe the owner would not be happy with the poor customer service.NegativeResponsiveness, Quality, Professionalism, Value
Abbie · 26 August 2021
Agent replied · 7 June 2023
We were disturbed to read your review and consider it necessary to post the actual facts: The property you were interested in viewing went live on our Internet advertising channels on 2nd June. You requested a viewing on 8th June by which time the allocated viewing slots had already been filled and the vendors instructed that no further appointments be made. Christine informed you of the vendors' instructions honestly and transparently and at no time was impolite to you, nor did she hang up on you. We do understand your disappointment and the frustration you expressed at not being able to view, but Christine has only ever received praise and thanks in reviews and messages. She is a very polite, genuine, hard-working, long-standing and highly respected member of our team.
Thomas and May is the No 1 estate agent in the Merstham area (according to Rightmove) with good reason: We received a number of offers for this property from the first day of viewings, and the one that was accepted was higher than the asking price. This was tied up quickly otherwise as we promised you we would have reverted to you. I am pleased to add that it has already completed - less than a month from the start of our marketing. The vendor has offered to confirm all that we have written here and we will be pleased to discuss this further at any time. We can only advise you to request a viewing as soon as a new property is advertised as the market in Merstham is moving very quickly indeed. We do sincerely wish you every success in finding your ideal home in the area soon.
★★★★★ 5/5
GoogleHave been dealing with Mike & Robin for a rental property and they have been very easy to deal with. They were helpful letting us view the property at short notice and communication has been very straight forward. Highly recommend if you are looking for a local agent especially in Merstham!
Sean · 15 April 2024
Agent replied · 2 October 2023
It's been a pleasure for all of us at Thomas and May to assist you and thank you for both your sincerity and for taking the time out of your busy life to leave a really nice review. We look forward to welcoming you and your family back to the village next month!
★★★★★ 1/5
GoogleWas told that Thomas & May don't provide floor plans for rentals which I find absurd.
So only properties that are for sale are worthy of having floor plans provided?
Every other real estate agent provides videos of the property along with floor plans.
You cannot expect someone to go only by photographs, especially when photos can be so deceiving.
You are just going to waste a viewers time and not to mention yours!
Gabriel · 7 June 2022
Agent replied · 7 June 2023
Thanks for the feedback Gabriel. Rental properties go very quickly and there just wasn't enough time to order floorplans. I am pleased to say that we have now invested in a new device to create floorplans quickly using LiDAR as well as virtual tours. So we now tick that box!
★★★★★ 5/5
GoogleRobin at Thomas and May is the demonstration of an excellent estate agent. From first showing me around the property for sale to his persistence in chasing up a complicated chain, he’s been so helpful and understanding and has alleviated the pressure of the property sale and purchase process. The rest of the team have been great too and I would absolutely recommend using Thomas and May.
Lorna · 8 January 2023
Agent replied · 7 June 2023
Thanks for such a great review! We really appreciate your feedback and we all welcome you warmly to South Merstham. We sincerely hope you have many happy times in our wonderful village.
★★★★★ 4/5
GoogleI was very pleased with the service I received from Thomas & May for selling my property, particularly from Robin & Christine who were always polite and kept me up to date throughout the process. Their experience and knowledge of the housing market in the local area is evidenced by the number of properties that use them and their competitive rates made them the obvious choice for me.PositiveValue
Craig · 26 August 2022
Agent replied · 7 June 2023
Thanks for your kind words. We have been the only estate agent with offices in Merstham for many years now and pride ourselves with local knowledge. We much appreciate your business and wish you all the best in pastures new.
★★★★★ 5/5
GoogleRobin and the team provided an excellent service, and were extremely helpful and friendly throughout the whole buying process. They always responded to our queries quickly and kept in contact with us throughout, as well as chasing up the solicitors at the end. We couldn't have asked for a better service. It made our experience as first time buyers less stressful. Thank you Thomas and May.
Selina · 8 June 2019
★★★★★ 5/5
GoogleThank you team for being part of this amazing experience! We reached out to the agency for a viewing and they were so welcoming and the viewing was extremely pleasant! Being first time buyers it can get intimidating and scary, but the team …
Natalia · 15 April 2024
Agent replied · 29 April 2024
Thank you so much for such a great review Natalia. It really makes our day to help first time buyers navigate this big commitment. We all wish you success and happiness in your new home :)
★★★★★ 5/5
GoogleRobin and Christine have been unfailingly helpful in ensuring the sale of our mother's house in Merstham. Always professional, and always quick to reply to emails, telephone calls and queries promptly. Although not a long chain, it required a lot of chivvying on their part to get the sale through and we are very grateful for their dedicated help. Highly recommended as friendly, independent, knowledgeable, local agents.
Susan · 7 June 2022
Agent replied · 7 June 2023
Thanks Susan for such a fabulous review. We were very pleased to help you and the team send their very best wishes.
★★★★★ 1/5
GoogleAVOID!
Extremely unprofessional staff, the lady in the office was incredibly rude and forceful on the phone, shouting constantly, interrupting and being very aggressive and evasive.
They flat out refused to put me in contact with the landlord to establish figures, and waited until the last minute to spring even more charges on to the arrangement.
the person I spoke to would barely even let me get my questions out, and spoke to me as if I was a complete fool, in a very patronising manner.
I had previosuly had very pleasant dealings with everybody there until a phone call this morning where I was spoken to like dirt.
Massive shame, I was really sold on the property.
Zach · 8 June 2018
Agent replied · 7 June 2023
As an independent and local lettings agent we always try help all tenants. With regard to your lettings enquiry, as you wished to negotiate a reduced deposit we were going to contact the landlord to ask if they would be willing to accept this. You asked for the contact details of the landlords to discuss this with them direct. We appreciate you were frustrated by our refusal to provide you with their details, but we were not able to do this under the provisions of the Data Protection Act. Please appreciate the landlords' appoint us to discuss these terms with tenants. We do wish you every success in finding a suitable flat or house share soon.
★★★★★ 1/5
GoogleWouldn't recommend at all
They are least responsive. In general, state agents are good during pre-sales and once the deal is closed they are least bothered about the clients (I dealt with them as a tenant), but they don't bother during the pre-sales as well. They want to maintain consistency, I wonder.
They are never available on call, by chance if you get a hang of them they would ask to write your concerns in email and won't respond to those or ignore the important concerns like safety etc.
Despite writing twice they didn't bother to respond to my concerns of electric wires laying over the kitchen cupboards and other outstanding electrical issues.
Harsh · 8 June 2018
Agent replied · 7 June 2023
We value all of our clients, whether they are vendors, buyers, landlords or tenants. We are very disappointed with your comments as we responded quickly throughout the process to arrange your tenancy, even after you changed your mind on one occasion. We clarified at the beginning of your tenancy that we were only responsible for finding a tenant for this property and that the landlord had opted to manage it directly. Even though we do not manage the property, you contacted us this month in an emergency and we responded immediately.
★★★★★ 1/5
GoogleTerrible letting agents. Did absolutely nothing but keep the rent in their account for UP TO 4 WEEKS before paying me and charged through the nose for it. Gave incorrect advice regarding landlord obligations. Did not give clear advice regarding inventories before I rented the house. Unresponsive to queries and complaints. Cannot recommend strongly enough that you do not let your property through them. Have now found a fantastic agent and realised exactly how appalling these people are. Complaint registered with Consumer organisations.
Ali · 8 June 2017
Agent replied · 7 June 2023
We sincerely regret any delays experienced when we managed Ms Paveley's property way back in 2015. We have as a company since implemented robust procedures and a new computer system to ensure a first class service for all our landlords who number in excess of 200 and report a very high level of satisfaction. .
★★★★★ 1/5
GoogleWe have had terrible service from Thomas and May since day one of moving in. They provided us with the keys at the office, and when I asked them to provide us with safety certificates for the property they seemed confused.
They had provided a gas safety certificate, but no other certificates which are provided by most reliable and safe lettings agents or landlords (e.g. electricity, fire, PAT, EPC). When I explained this to them they then thought it best to tell me that I was wrong in thinking these should be provided (even though I used to work at a lettings agency and know the standards). They all made this point and even raised their voices, making the whole experience very hostile and aggressive that I left very abruptly.
We decided to give in our notice 6 months after moving in to the property. The first viewing arranged by Thomas & May did not allow for the 24 hour notice which is outlined in the Tenancy Agreement.
I then discovered that at another viewing, photographs of the flat with our belongings in had been taken without our permission and put up on Rightmove.
I would never recommend them to anyone, even someone who was desperately looking for a place to rent. I certainly would not use them again myself.
Kate · 8 June 2017
Agent replied · 7 June 2023
Ms Johnson was provided with all the relevant paperwork and certification and given notice for viewings and marketing. We are sorry that our explanation given regarding PAT tests was insufficient or misunderstood - however we totally refute our staff were aggressive or hostile in any way, at any time.
★★★★★ 5/5
GoogleWe used Thomas & May for the sale of our property and have been absolutely delighted with the service we have received. All of the staff have been friendly, informative and professional throughout the sale. They have provided a personalised service and offered excellent rates. We would highly recommend them to anybody looking to sell their property. Thank you Robin and team.
Jessica · 8 June 2017
★★★★★ 5/5
GoogleI can very much recommend the professionalism and service from Thomas and May. Throughout the process I felt informed and supported along with an honest approach. I found they acted smartly and responsively to the market along with being proactive and patient when there were some snags along the way. All in all a great experience and I wouldn't hesitate to work with them again.PositiveResponsiveness, Quality, Professionalism
Chris · 26 August 2021
Agent replied · 7 June 2023
Thank you for taking the time to post this great review Chris. We hope you have enjoyed your first year in pastures new and all the team send their best wishes.
★★★★★ 1/5
GoogleI definitely would NOT recommend this letting agency. I had a very bad experience with the letting manager that didn't have any professionalism or customer service in our case.
Once they took the rent and deposit they didn't responded to my emails and didn't do the repaires in the house as initially discussed.
After two weeks they still didn't reply.
I can't give less than a star, but if I could I would do it.
Alexandru · 8 June 2018
Agent replied · 7 June 2023
Thomas and May Merstham have never had any dealings with a person by the name of Alexandru Lupu and have applied to Google to have this review removed as it is spam.
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.
