13th Aug 2024 (26 days ago)
I have been in contact with Malaz at Hamptons Ealing branch. Everything was fine until after I signed the contract and made the deposit and rent payment. The apartment I’m renting is supposed to be managed by Hamptons, as the landlord is out of the country, but I am not receiving the support I need.
Malaz provided me with an email to contact Vantage Building for a move-in parking bay booking. I need to confirm this booking with the moving company to secure pricing, but despite reaching out repeatedly since Friday, 9th August, I’ve received no support in this matter . I’ve asked Malaz to assist in bridging the communication gap, but no help has been provided. I was also not informed before taking the flat that it is not managed by the concierge, which is making the move-in process difficult.
Today, I spoke to Taniya, who initially seemed reassuring that I will get assistance in my matter took no action. I asked Taniya if Malaz, who was reportedly at Vantage Building, could help by obtaining a contact number for easier communication for booking move-in parking bay as I’ve received no response from concierge via email. Taniya later mentioned that Malaz said they couldn’t assist and that I should go to Vantage Building in person. However, I’m currently based in East London, and traveling to West London just for booking parking-bay is impractical.
Additionally, I agreed to contribute extra money for a mattresses of my own choice and provided links to Malaz to purchase it from a specific website at a lower price. Despite this, she ignored my latest email and bought it from the site provided in my previous email at a higher price (£159 more expensive than what I asked for) and also charging me additional VIP delivery with old mattress and bed removal recycling of £100 which is not my responsibility as there is free standard shipping fee. I’ve requested a proper receipt but received only a screenshot of the order cart, not a final receipt.
When I asked Saleena (initially reluctant to give her name) to connect me to a manager or complaints department, she refused and hung up on me twice. This level of service is unacceptable, especially after paying three months’ rent upfront and being flexible with the move-in date.
The delays and lack of support from Hamptons have caused significant problems, including losing out on mattress sales (of £175) due to slow communication. I’m being asked to pay for a higher-priced mattress I didn’t agree to and face continued delays without resolution. I urgently need assistance, but my time is being wasted with no acknowledgment of the issues I’m facing and no support.
Managing the property is Hamptons' responsibility, as the landlord is paying them for this service. However, Malaz keeps insisting that arranging things like the sofa delivery into the apartment is a big favor she's doing for me. I don’t see how this is a favor to me, especially since my tenancy hasn’t even started and I don’t have the keys yet. And my flat should be pre-furnished.... Read more