Darlows Reviews 

I dealt with a very lovely lady called Jessica jones in the brynmawr branch and i have to say the service she provided was superb. she was very accommodating and very knowledgeable of the property i was viewing. including surrounding areas, she answered all my questions and nothing was to much trouble for her. she answered my questions honestly and was an absolute delight to deal with. she truly is an asset to your business and a lovely lady too. many thanks for great customer service jess .. xx

Darlows Cardiff property management service is shocking, please if you are reading this review use any other property management service.
I have had problems with Darlows letting two of my properties over the past 18 months. The PM service never replies to emails, and never returns calls (no-one is ever on-site to answer so they do not call back once you have left a voicemail). On one tenancy renewal, they signed a contract on my behalf for 6 months, instead of the agreed 12 months. On another occasion, they didn't have any of the paperwork ready when new tenants and I stood outside the property for hours. They released, though they had been provided all the information by the tenant, and myself, they had not checked a single thing so had to go through that (think that took 5 hours...).
Every time another issue arises they have an excuse.
I have finally paid them off to break the contract for rent collection services (over £1,000) and now they are sending my tenants letters saying they are late on rent and refusing to provide an invoice for the payment made to break the contract. Both the tenants and I have been trying to get in touch with them about this for the past month (the first email was sent on the 2 March 2023).
If I sound exasperated in this review it is because I am.
I have left it this long hoping I would get a response and could close this matter, however it seems Darlows only replies when reviews are posted (looking at previous reviews).
I honestly do not understand how a company can keep functioning with constant mistakes, as well as disgustingly poor customer service.
Please avoid if you are looking to rent your home!
To the Darlows team member reading this, please come back to my tenant and I's numerous emails so this matter/ contract can be brought to a close.

I’m landlord of a property in Cardiff the service is appalling Albany road never get back to you only to get money off you they are pretty handy with the phone then and persistent on making phone calls.
So to anyone who’s looking for a property management service in Cardiff don’t bother using Darlows they are a waste of time

Tried to book an appointment to vein a cash only property in lakeside today but can’t book for next week only on the 14th March 2023nas per usual brynmawr darlows helpful as usual NOT

I contacted Darlows pontypridd re a property advertised by them as For Sale.
It isn't on their website, rightmove or any others that I could find online, so I used the Chat facility on their Web page.
Apparently, despite all the other properties that are advertised with them on open public pages they were unable to provide any details at all due to GDPR rules 🤣🤣🤣
Best advice to any potential sellers will be to use a different estate agent.
(Note, the person I 'spoke to' was helpful, polite etc. This comment is not a reflection on them)

Myself and my daughter have contacted darlows to request a viewing, we both have been told someone will ring us back, I have been waiting since last week and my daughter has been waiting two days, not very professional.

Efficient and comprehensive service with regards to property inspection and safety certification. Special mention for Louise Pugh who helped with all queries and produced Income/Expenditure statement at very short notice!

I would like to thank Ettore Vaccaro very much for very patiently and kindly helping us two to find a house and supporting us every step of the way to fill in all the forms for our future rental.
We are very impressed by the service of your colleague Ettore and I would definitely recommend him to anyone looking for a home and needing professional help.

Grazie mille!
Francesca

Excellent service and really good at getting back to us with any queries we had.
Jess was very thorough and explained the process throughout, I’d thoroughly recommend darlows and would pass on Jess,s name as a contact.

Super easy and straight forward thanks to Lauren Keirle!

I have got my property up for rent soon, but getting doubts if I should use darlows,
They hardly answer emails with questions. Never communicate with me, I'll be out of the country while my property will be rented, how can I trust darlows to give full management of my property when they didn't communicate with me.
Had app today just for someone to help me fill out licence form, as never did one, I turned up at shop, but he wasn't there. I should have looked at the reviews first before deciding with darlows, nothing but bad reviews

I want to provide an update to my review….. I contacted Elinor as offered below. Darlows should be grateful they have people like Elinor. In a few days, my feedback was taken seriously and I had a successful viewing of the property I'm interested in…. Thank you Elinor!

Shocking customer service! I called to enquire about a viewing & the lady I spoke to sounded bored. I asked about a viewing for a property I liked the look of & she bluntly asked “have you got a house you have to sell”, with slight attitude, which took me back a bit. I said yes, to which she sighed, quite loudly & replied “fine, I can book a viewing” - if first impressions count, then I’d advise that you put people on the phone, who actually know how to engage clients. What sort of attitude is that to have, when your customer facing?

The people are thieves!
I bought a house with them in Tredegar Wales and they don't even let me have the spare keys or the contact details of the person renting the house currently. It is their way to blackmail me to use their lettings team to manage the house which has proven to be useless.
People involved in this? Oliver Manifold (lettings team), Daniel Watkins (sales) and Jessica Jones (sales).
If this drags a bit more I will contact a lawyer and start legal action. They have me trapped trying to get management fees for being useless. They sold me the house and they want proof it is mine ffs. You managed the property in the past and you never increased the price, why would I let you manage my property now if you are useless!?
Awful experience top to bottom, never again!

The appallingly stressful Lettrak system would have put us off Darlows forever if it hadn't been for kind, patient and efficient Emma Wilson of Lettings holding our hands through the process. After moving into our rental property, we experienced a period of frustration with a seemingly inaccessible Property Management team. Then Sophie Peake appeared on our horizon and things looked up at once. She was helpful, efficient and reliable; such a relief. Just recently we have been in the kind and very capable hands of Lauren Kierle who not only sorts out any problems efficiently and, importantly, follows up promptly but also goes above and beyond. For example, our Landlord recently had work done on this property. Even though this wasn't within the scope of Darlows' management, Lauren was extremely helpful in liaising with our Landlord when we had concerns during the process. Her cheerful and willing assistance really helped to ease our anxieties at a difficult time. We are really grateful to her and congratulate the Albany Road staff for being a five star team.

Brother went to look at flat. Stinking flat but he said he will paint it etc himself as he was homeless.. pass all checks he was told! Tok a holding money had email today and was told he couldn't have it or money back!! You owe £150 GIVE IT BACKITS HIS NOT YOURS!! WORST COMPANY EVER AND NOT LETTING THIS GO!!

I have let a residential property as a landlord through Darlows for the last 18 months and my experience has been diabolical!
Please with respect do not use this company, sign up with someone else. Total lack of management, avoidance of communication, inability to send requested documents and information, excuses and all round disgraceful service. Unfortunately a star had to be chosen in order to write a review. In reality I would have chosen a minus star option if there was one, (there really should be) .
Total waste of money, I have paid them for absolutely nothing other than frustration and a wrecked property.
Shoddy!!

Lauren was so helpful and efficient today when I was thinking about different kinds of tenant contracts. She contacted the tenant and got back to me promptly which enabled me to make an informed decision. Great work.

My entire process for a rental property in Cardiff was done in early August and we were waiting to sign the contract and get the keys for our move on the 29th of September. Got a call from so called manager to tell us that the landlord will not move out from the property till November and asked us to check another property which we did apparently our move-in date did not suit the landlord and Darlow's Albany branch did not even update or negotiate with us on that. Well, I am chasing them for more than a week now to get my holding deposit back. They want us to pay the holding deposit soon to secure the property and now if the property is not for us then not ready to return it back. It is either the call gets transferred to other branches or other departments and the concerned people are not contacting me. I would rather give the star in minus if there was an option.

I have been trying to contact the Tonypandy branch with regards a property I am interested in buying.

I have spoken to their central number, I’ve used their online ‘BOT’ option to try to speak to someone, all to no avail.

Whoever has their property listed with this branch, I would suggest engaging a company that 𝐚𝐜𝐭𝐮𝐚𝐥𝐥𝐲 communicates with potential buyers. This company is rubbish with callbacks.

Obviously, I am in the minority category here with my 1* review, but I would like to share my experience with some of the staff based in the Pontypridd branch and Darlows/Spicerhaart as a whole. Although lengthy, please take the time to read it.

If my negative experience helps just one person, my time is not wasted.

All started very well when I marketed my property with Darlows, the valuation etc was carried out by Diane Rumble. Shortly after this, I was asked to submit a review, naturally, I gave a 5* review, as up to this point all was in order.

Diane was very personable putting me at ease, having never sold a property before, it can be a little daunting. Most of the information I needed was provided with exception of their fees. Subsequently, I emailed the branch for this information and was told 1.25% there was no mention that vat was to be added.
I proceeded on this basis.

When Diane attended on the second occasion to take photographs, at my request, she brought literature with her as I had mislaid what had been previously sent to me.

I needed to show evidence of my identity by way of a driving licence, household bills etc. This was duly noted on the paperwork which Diane had brought. I was then asked to confirm these documents with my signature.

Whilst this was partially true, what I was actually signing was the contract/agreement. I duly signed where indicated in the belief that I was confirming the validity of the documents because, that is what I was told!

I fully accept this was my mistake but Diane had gained my trust and I believed what she told me. Had she told me I was signing a contract, I would have taken time to read it throughly. It was all about the wording she had used that caused my confusion.

I cannot categorically say she misled me, however, she was not clear.

Having signed this contract/agreement, what followed next was out of my control and the actual crux of the matter in relation to this review.

I only had 1 viewing of my property which I left in the hands of Gayle Chapman, and upon my return approximately 20 minutes later, the viewing had concluded.

There were 3 males present, 2 of which walked back to their vehicle. The remaining male was stood in my front garden whilst Gayle was stood at the gate entrance. He didn’t appear to be in any particular rush to leave, consequently, I offered my thanks to Gayle and closed my front door in the hope he would leave.

I was in the process of removing my outside footwear when I heard a loud rattling sound. I was outside within seconds to find the male violently shaking my drainpipe. He told me it was broke and could get it fixed for me, I found this very strange.

Unfortunately, due to child care commitments I had to rush off, however, I emailed Gayle approximately 30 minutes later to complain that she had watched this happen.

Long story short, this individual alleged that he was trying to fix my pipe which was damaged.

Not only do I dispute this allegation as I had not experienced any visible leakage of water from this pipe, even if what he says was true, he had absolutely no authority to attempt any repairs without my consent. Furthermore, the viewing agent made no attempt to stop him!

The cost of this repair was £40 which I requested was reimbursed by Darlows.

After many weeks of emailing Senior Staff at Spicerhaart, and issuing a small claims in Court, this is my warning.

Contained in the small print of their agreement is a clause which states that - Darlows are not liable for the actions of any persons they bring to your property! Therefore, if anything is broken or damaged they are absolved of any and all responsibility!

Furthermore, expect them to close ranks and in my case, “prepare to go on record” that they told you something they definitely did not.

For example, had I been told the true costs of their fees in my home why on earth would I need to email for this information as explained earlier.

In addition, although the viewing agent was stood a few feet away, she denies hearing the conversation between myself and the male, who I allege, either caused or made a minor fault far worse.

I could have evidenced everything I have stated in this review as all emails were retained. Unfortunately, Courts deal in facts, and the fact of the matter is, I signed this agreement all be it, that was my bad judgement.

It must be remembered, estate agents are salespeople at the end of the day, they can appear to be friendly, trustworthy, and have your best interests at heart…

Sorry not in my case, they caused me stress, upset, and left me with a financial loss.

What I cannot tolerate is lies, I know they lied and they know they lied!

Ongoing case with the Property Ombudsman so 🤞I can get some redress.