Fairview Estates Reviews 4

First time ever leaving a Trustpilot review as I really feel the need to warn people about this agency - please avoid letting with them at all costs.
I lived in a 2 bed flat that was being managed by this agency. From the start the experience was not great as I was told at my flat viewing that the flat came with a parking space which was an outright lie. I didn't find this out until the day of the move when we realised we had nowhere to park.
Anyway we moved past it, but the real issues started when a pipe in our flat burst and the flat was flooded overnight. Fairview's 'emergency' service stopped responding to me after I reported the issue and we had to wait 8+ hours for someone to just come and look at our carpets which were completely drenched. I warned this may cause mould and needs repairing asap, as the whole flat was carpeted. We were told the place would be wet vacced and multiple industrial size dehumidifiers would be brought to us the next day. It took multiple days and the dehumidifiers were tiny and not industrial size at all, and basically made no difference to the humidity in the flat and the carpets. While we were waiting for the dehumidifiers, we had 0 contact from the agency and in the meantime the smell and humidity in the flat became so unbearable that we had to vacate. Every time we tried to get in touch with the agency, it took them several days to reply, even though we were dealing with an emergency situation. This was over a month ago and even though we've moved out I know the carpets still haven't been replaced in the flat.
We were forced to move flats and a lot of our things were destroyed due to water damage. I was promised some of this would be reimbursed but this was weeks ago and I have been chasing via email and phone calls and every single person I speak to tells me it's 'not their department' or 'you will get a call today from xyz' or 'this person will get in touch with you' and then they do not. I am still waiting on a response about my deposit and reimbursement and I highly doubt I will get any updates any time soon.
I have lived in a lot of rented flats across Derby and Nottingham and have dealt with some bad agencies and landlords, but I have never been treated as badly as I have been by Fairview estates.

Trevor is very efficient and helpful, he goes above and beyond to help you out - fantastic service!

I don't even want to give 1-star but I have to say something. If you're actually interested in viewing and taking a property through this agency just don't waste your time! My brother had a viewing scheduled with them today and they didn't even show up. On top of this, nobody told him prior the viewing was cancelled, and when he rang the office nobody answered. He had to take time off work which has caused a cash loss, just for this company to not even acknowledge him! Absolutely disgusting for a letting agency, so unprofessional and you should be ashamed for being such a waste of time!
EDIT- Just to address the response from Fairview, whilst we appreciate the apology and circumstances of the situation- we know viewings can sometimes be precarious- you should have procedures in place to protect your staff and notify people of the circumstances. If she felt unsafe, this should have been at least communicated to yourselves in-office so you could not only ensure her protection but also to take the time to notify viewers still waiting. Regardless, you noted on my Google review that she stayed until 13:30pm, an entire 40-minutes on-site and not a single attempt to find my brother is still a joke. In fact, hearing that there were threatening individuals in the nearby surroundings yet no duty of care was carried out for applicants (who will have only been in the area for the purpose of the viewing!) to make them aware that they could also be in danger, that in itself is a massive lack of due care and attention on your behalf! Missing calls in the moment is forgivable, but you didn't even call back in a timely manner when you knew the viewing had not gone as planned. This being said, I hope your member of staff is okay and further procedures are implemented to extend your duty of care (as is standard) for the safety of all your staff and applicants.

Really professional and lovely team. Pierce is amazing. Nothing is too much trouble for him and he is always willing to help or answer any questions. Highly recommend this estate agents.