Jeffrey Ross

LANDLORDS AND TENANTS BEWARE! THIS COMPANY ACT WITHOUT DUE CARE AND SKILL AND WILL POSSIBLY LOSE YOU MONEY
We rented an apartment in Cardiff through Jeffrey Ross, we included our dog on the application which was approved. Within a few weeks of moving in we received several emails from Jon Hooper-​Nash claiming that we did not have a right to be there with the dog. Despite me pointing out that consent was given and that the dog was on the application Jon Hooper-​Nash still tried to claim that we did not have consent.
He even said in an email, «I think the confusion has been due to the fact it wasn’t disclosed to me when XXXXXX’s sister viewed on your behalf. Emily (who processed the application) didn’t see the dog noted on the forms you submitted.»
and then went on to say «the dog was never agreed by the landlady, nor us as an agent.»
This was followed by an attempt to have us pay additional money towards the deposit which would be illegitimate as it wouldn’t be protected in line with the Localism Act 2012.
In one email Jon Hooper-​Nash even mis quoted the contract in what may have been an attempt to deceive us into thinking the contract supports his claims. It says we need consent from the landlord or agent [Jeffrey Ross] but in his email he left the agent part out. However, in his initial email it was not left out. Why is this man allowed to send emails representing Jeffrey Ross?
When we refused to pat additional funds to the deposit and to sign a new contract Jon Hooper-​Nash then goes on to say, «Our concern has been your seeming lack of willingness to co-​operate since the initial email»
I cannot believe how unprofessional and deceiving this company is.
Now we have to find another property as the landlord does not want pets in the property which means an additional agent fee will beed to be paid, more moving costs and the stress of all this.
Thanks Jeffrey Ross. You are by far the worst lettings company I have ever had to deal with and you are a disgrace to the industry. Shame on you.

We didn’t have much to do with the sales team of Jeffrey Ross as our house sold very quickly through them which is obviously a positive to them too. We also bought our new house through them and Jess and Alex were absolutely amazing in the office, they helped us every step of the way and put up with me throughout. I would really recommend them to any one!

This is a bit of an essay, so apologies, but bear with me — you will feel better informed at the end, I promise.
My wife and I have been looking at property in the Penylan /​Roath area for quite some time. I stumbled upon this very shopfront — it was closed in the middle of the day with no sign of life — and was taken by the range of exciting and stylish properties for sale displayed in the window. I made a note, went home, found their website and… nothing. Website malfunction — search engine returned error messages only. Okay, tech issues I guessed. I emailed their info@ email address and waited for a response. 11 months later (I kid you not) someone sent me an emailed list of properties in my area, comprising one which crashed when I clicked on the link.
Serves me right for expecting professional service because their properties were swish, thought I, convinced I had been duped by a good shopfitter /​branding consultant.
However, my wife and I happened on a property via another website which said it was a Jeffrey Ross property. Bah, I thought, they’re rubbish. However, my wife wasn’t party to my own prejudices, so she went in, made and enquiry, booked a viewing, and low and behold, we made an offer after the first visit! House was great, staff were very friendly and helpful, and we thought we were on a winner.
Of course, this is a cautionary tale, so no happy endings here. «The vendor,» we were informed, «had another, similar offer which they’ve accepted.» Blast. Two days later, «The vendor has had a think about it and has accepted your offer instead.» Result! Next day; «the vendor’s purchase has fallen through, so they’re staying put.» Blast and double blast. Next day: «Would you consider upping your offer?» What?
None of this made sense to us, especially as when we asked what was going on, it depended on who it was we asked as to which version of the story we got. Stuff these vendors, they must be crazy. Nonetheless, undaunted (or perhaps stupidly) we persisted with the agents, as they had another great house «just on the market today!» Off we trundled.
It was a smashing property — just the right size, freshly kitted out, motivated vendors (we were told). Great. Bid made. Agent off to see vendors about their purchase-​to-​be so promise received to call us in next half hour. Nothing. Slightly nervous phone call made to agent’s phone got the voice mail. Nothing. Phone call came in much later — «They really need asking price to put a bid on their own house». Okay, fine, done.
From this point on, with us «in the bag» so to speak, the experience got a whole less customer friendly. Of course, an estate agent works in the best interest of his or her client, and purchasers are NOT an estate agents’ client — the vendor is. We had some very simple, not unrealistic questions and requests, regarding completion dates, paperwork and fixtures /​fittings that we put to the agent. All is well we were assured. Not so the news coming from the conveyancer. No paperwork, no response to letters or faxes, no agreement of dates (to which we were committed and could not move — time booked off, movers arranged etc etc). Our chap was very very worried, especially as it turns out, because he’d had dealings with the firm our vendors were using and they were always late or missing things. When we investigated further, it turned out that the lawyer was none other than one of the agent’s sister. Oh, and the agent was a childhood friend of the vendor. Oh, and they had all gone on holiday and wouldn’t be back before the exchange date. No, wait, one of them was working on the Olympics. No, wait he was definitely on holiday. No, wait, he couldn’t arrange to move because they were buying a new build, and it wasn’t to be finished until the next year. But wait, they had family they could move in with. No, wait, they were on holiday again. No, wait, they couldn’t move. No wait… All of this came from the agents, plural, as it seemed they were colluding together to make us as confused and angry as possible with contradictory stories.
Never had I experienced the levels of perceived mendacity from a team of people who ostensibly were trying to negotiate a transaction. Is this the game I had been warned about and that everyone has to play? Is this «gazumping»? We were furious. The agents were appalling. They made no attempt to apologise, assured us it was our mistake to have considered that the dates were fine despite the fact that they had told us it was so, told us it was our conveyancer who was late with everything, and barely managed to explain the complaints procedure when asked about it. I was off to the property ombudsman with a particularly savage bee in my bonnet. Of course, my wife is wonderful, and stopped me doing something rash. We cooled off, told JR to get stuffed, and went off to someone else, with much happier results.
Amusingly, in retrospect, all of the houses we viewed with Jeffrey Ross quickly changed agents…