The Rent Guru

I'm sorry to put this here, but I thought about it for so long and decided anyone who took your services should know what happened to us yesterday.
My partner had made a viewing appointment with The Rent Guru on a property at Cathedral Road yesterday. We were given confirmation by email and I guess, a call/text followed it. A reminder email was also sent to us at 8.00AM on the Viewing day. I had two job interviews which I pushed prioritizing the viewing and when we arrived at the destination, we were told that the property was already let. It was heartbreaking as we are direly trying to find a space for ourselves. The receptionist/administrator just said, "Oh, we'll put you in the system and notify you", but we are sure there aren't going to be any follow-ups to it and that the politeness was only an obligatory response, which is gruesome. You cannot deny this unprofessionalism by saying you do not have us in your system because my partner has your correspondence archived. Professionalism counts, especially in regards to dealing with living spaces, because everything begins in that warmth.

No doubt one off the best letting agency's in cardiff. Very professional and quick. I'm sharing my personal experience with i had with them. I've recently moved to Cardiff and everything was unfamiliar for me. But Rent Guru made it happen. From booking the viewing appointment to continuing the rental agreement Rent Guru was the best.No matter what I came up with they delivered their best service possible. Thank you so much you made my life easier.

PS. Better than lots of other agency's who only thinks about their business not the after sale service.

Good luck team Rent Guru.

Bad customer service and time wasting seems to be a common occurrence here.

I called and left a number messages to secure a property and pay the first month's rent. I spoke to three different members of staff, stressing the urgency of my situation (I was starting a new job very soon) all of whom said they will get someone to contact me as soon as possible.

However, I called them as soon as they opened the following morning and I was told the property had been secured via their online reservation and payment option. Why was this option not highlighted to me by the three staff members I had spoken to?!

I acknowledge I was talking to their out of hours staff but surely they’d have the basic training to point me to this function on their website. I spoke to the Manager, who agreed I should have been able to reserve the property given my efforts but unfortunately his view makes no difference as I’ve missed out.

However, he said also said that the property was never on the market - it had been listed automatically. So, how was someone else able to secure the property via their online service? And if it wasn’t meant to be on the market, why are the out of hours staff unable to identify this when I had enquired?

Honestly, I am so disappointed with my experience here and wouldn’t recommend them to anyone.

Worst agency ever!!!!! They don’t care about people at all! It’s all about money for them. One of their tenants keeps throwing knives, glass and some bottles with suspicious liquids at my dog and myself, I've been called so many names by this woman for no reason. I’ve called the agency a couple of times, and they didn’t seem to be bothered but I was promised a call back twice from their main manager and nothing has happened. They know that it’s their or landlord’s responsibility to react when any of their tenants shows any anti behaviour acts. Since I’ve had no help from this agency, I’ve contacted the police again and we’re taking it further, they’ll be in touch with the landlord and I’ll press charges on all of you because I’ve had enough!!!!

To anyone attempting to seek this service- Don't, please do not. The Rent Guru, by far, is the worst letting agency in perhaps the whole of the United Kingdom and I have my reasons. We've had a really bad previous experience with this agency, if you need to know more about that, please read Ann's review below. Despite that, we opted to give them another try and booked a viewing for a flat at Neville Street at 14.20 today. My partner and I, despite doing a late night shift, took a taxi as it was raining and got to the place at the confirmed time when we received a call from this agency saying that the flat has been reserved. Question is, when you book a list of people down for viewing, and are asked to keep their engagements aside to prioritise your availability, isn't there a minimum decency and professionalism attached to making sure you show the place to everyone booked for the viewing by your own agency? And the sheer unprofessionalism and audacity to call your clients when they are literally in front of the space to view. My partner rang them to point out the repeated disreputable behaviour and policy to which they told her that they did things on a "first-come first-serve basis". Well, you don't call someone at 14.21 to tell them their 14.20 is cancelled. To anyone deciding on the Rent Guru, good luck to you. To add to this, please do a simple Google check on them to see the many number of people regretting taking their service. We strongly believe that your unethical service should receive no rating, but this needs to be stated. No more Rent Gurus on our list anyway.

OXFORD STUDENTS WATCH OUT .... if you place a 'holding fee' of £150, assume you will never see this money again, even if you change your mind within 7 days (please see photo of where Rent Guru will spend your money!)..
They will apply pressure to inexperienced students to reserve and pay a holding fee on the property as they have 'people lined up to have it'.... take your time!
Check the Contract as Rent Guru expect all Guarantors/parents to accept full Rent liability for the whole monthly rental figure, for the full duration of the contract! Most agents do not do this. Despite asking Rent Guru, they are not prepared to budge on this.
The contract also states that Rent Guru accept no liability for fire risk testing etc . . again, they will not budge.
Rent Guru have refused to return a 'holding fee' to two 18 year old students despite all of the above ...
THIS COMPANY IS SOLELY DRIVEN BY CASH ... DON'T TOUCH WITH A BARGE POLE

I had an appointment today, with email and message confirmation and nobody came. I called and a lady told me to wait. After 25 minutes waiting, I left. Anyone called me or texted me. Really really bad, never happened before!

I have had endoscopies more pleasant than dealing with this company. If I could give them 0 stars I would. This company will try every trick in the book to withhold your deposit, and take off whatever amount they can due to whatever frivolous reasons they decided upon when they spun a wheel or drew from a hat that morning. They will claim unpaid rent, and use small clauses within contracts to charge you last minute bills, and state that the return form, which you had been emailed months prior, had not reached them. The cherry on the cake is their exceptional customer service, including being unable to contact anyone with any authority; no one ever being actually in the physical office you are phoning; and the person in charge of my case only working in the small hours of the evening, which is coincidentally after the office hours and thus beyond access to their phone, are closed. The company working with NOPS will see you spending half of your free time and some of your working day alternating between the two companies, who I am convinced have never had an actual conversation or brain cell between them. You will be referred back and forth between the two as blame or responsibility is laid by one to the other. It took three months to get our deposits back for a flat which was damp, cold, and poorly insulated with rotting windows and broken appliances. We lacked heating for two years and yet were still expected to pay full rent (in which our bills were included). I don't think you could pay me to use this company again, and I urge anyone reading their multitude of bad reviews not to even book a viewing with them.