Stonehouse Lettings Reviews 156

Fine when first viewing property. On leaving terrible communication, took part of deposit over something that was partially damaged from the beginning. Ignored emails and calls. Overall awful company

First time visited, ordered fish it was cold peas was hard and cold,
Burger was in soggy bun.
I will not be returning’
Service poor and very unwelcoming

I contacted StoneHouse Lettings about studios at The Point because we have been there before and it wasn’t a good experience. However, Natalie Edwards was very helpful from the beginning. She already showed us the best studio according to what we were looking for. She gave us the right information that we needed and arrange the company to get in contact with us quickly to close the deal. Natalie made a big difference for us to finalise the letting process.

It doesn’t give you the option for no stars or it would have been. They have been a total nightmare to deal with. Rude staff, if you needed something fixed it was as if you were an inconvenience. They are trying to keep a big amount of deposit for moving furniture and for cleaning even when we got cleaners into clean. We told them if anything wasn’t quite right the cleaners would come back and fix it. I messaged several times, got no response. Now they are trying to charge for cleaning! They are just one horrible company to deal with.

Gill Annand : Gill is the agent who helped me find the right home. Gill was patient with me and nothing was too much trouble. She took videos of each property l liked and l chose based on online viewing. Thank you Gill for all your effort and prompt response in all your dealings with me. You are an angel and made my search so simple.

If I could give no stars I would, As a letting agent don’t care about their tenants.

They let properties out with washing machines full of paint so your clothes are ruined. The same washing machine is fed off an extension lead that’s been taped into the socket which is a fire risk if the machine leaks.

Holes in the walls covered by mirrors, extractor fans that are covered by dropped sheeted ceilings.

Happy to let tenants sleep in rooms that have water coming down the wall, black mould in the ceiling, a damp stench in the room and then sleep in the living room for over 4 weeks. Their excuse is they’re trying to decide who’s to pay for what and they can’t get hold of the landlord of the flat above. However I managed to get hold of the landlord within 10-15 mins.

Never once offered a reduction or putting you up somewhere whilst these issues are happening.

Then on move out charge you for bulbs missing that where never in the light fittings, broken items that where broke on arrival, “missing items” that are actually in the property. Huge cleaning bill for a property that was left for 4-5 days after check out so naturally dust will happen in a 19th century granite flat.

Their communication is shocking, saying they’d be in contact with results of communications…. 4-5 weeks later nothing heard or some times don’t even bother replying to your messages.

Don’t trust these people they don’t care about tenants only getting the money in.

Avoid at all costs! Don't expect to receive you're deposit back but do expect a huge bill for no reason.
Dishwasher broke, took them months to come fix it. Boiler broke down, no hot water, took them months to come fix it.
End of our tenancy we were told to pay to have the carpets professionally cleaned, understandable you may think but we also had the get them professionally cleaned when we moved in as they were filthy!
We got charged for leaving pans and tableware dirty with food. We never used them, we have our own so theirs was put into storage as soon as we moved in!
We got charged for putting up blinds in the bedroom and living room. The blinds were already there when we moved in! Their own listing photos proved it.
Accused us of stealing a £2 broom and charged us for it. It was still in the kitchen cupboard as it was the last thing to be put away. It was miraculously there when they rechecked!
There was one spot of pasta sauce(?) On the toaster and some dust in a couple of drawers and they charged us near £200 to have a "professional" clean it. When we said we'll easily go back and clean it they said we weren't allowed due to insurance reasons.

Just a few examples of the things they tried, we fought most of it and won but it was just all added stress that wasn't needed during a house move.
All in all just a bunch of scamming b######s.
Check all the reviews, 19 one star reviews out of 25! No matter how desperate you are you'll regret it at the end of your tenancy.

Property with faulty smoke alarm,exposed live wiring,filthy and no attempt to clean or reimburse for the cost I paid for cleaner to make safe during covid.Took no responsibility for unsafe property,and very poor communication,kept ignoring calls and tried to say they couldn't access property.Absolutely shocking and caused us stress and anxiety.Keep away from this letting agent.

I recently applied for a flat and specifically would like to name Gill and Maureen as they were absolutely brilliant. I was eager to rent quickly as i was on a tight schedule and these ladies kept in touch with very quick replies and had the whole process running as efficiently as possible. Would highly recommend.

This letting agent was one that shone out compared to others who simply couldn’t be bothered. Maureen was exceptional and really went the extra yard to offer superb service. As a landlord in the UK I know if I had properties in Aberdeen who I would use.

Gill Annand from Stonehouse Lettings was by far the best agent I’ve ever dealt with. Very efficient, cordial, fast. I am very pleased, it’s been a lovely, much more facilitated experience, thank you.

Very good contact and experience with this company - I was assisted by Natalie Edwards who was very helpful and replied very quick with helpful information!

I’ve never met an agency that holds back a deposit fee from students that decide to live in a share Accomendation. I would generally AVOID this company! I would recommend going with someone like YPP staff are helpful and professional unlike these buffoons here

Moved from England to Scotland during pandemic. Everybody I contacted at Stonehouse Lettings were very helpful and professional, replied quickly providing enough of information. The property I was interested in did not have an online viewing tour so Gill recorded it for me and emailed it within 48 hours which was amazing as the footage was really good and covered everything. Very happy with their service.

Didnt rent from them, so I dont have a full experience however when I reached out to look at one of their potential properties the new business executive Natalie Edwards was professional, helpful and responded quickly to my emails.

Absolutely shocking to see these reviews here. This is NOT the experience I had. I rented for about a year in West-End Aberdeen with them. Absolutely great support for them, specially during the pandemic. They went as far as sending Amazon packages that had been delivered to my old address to my new one. Thank you Ian.

Thank you Stonehouse. A+

I've been with them 4.9 years & its been one topsy turvy experience.
I had to leave because property was being sold & despite having been with them for the stated years above, I still was made to jump through a UkTenant Data check process.
They basically threw away the 4.9yrs client/agent relationship & asked an entirely new body to check if I was a credible tenant!
I mean, who else would know better if I was capable of paying my rent & on time? Then no update on this check or process & a further embarrassment of asking for previous address evidence. Go Figure!
Its almost as if Common sense isn't common with this company, if the property I moved to didn't tick my needs! I would have asked them to shove their 'new process' in a place where the sun don't shine!
I wouldn't recommend them at all & i'm looking to see how my deposit for the previous property comes out!
New property provided an option to use Reposit scheme which is different from Deposit scheme (now 6weeks rent), I asked for information on this & was provided this information on the day I was collecting keys! Note my request for information and material on reposit was made 6-7weeks before move in date, it never came!

Had arranged a viewing for a property with this agency. I asked about how virtual viewings are performed at this time with no response or any actual arrangement made right up until the time of the viewing. My concern is whether they would give us the time of day had we agreed to rent and then had an issue at any point. Poor service, will be looking elsewhere for a property to rent.

An agency staffed with incompetent and highly unprofessional members of staff from property managers all the way up through to the Managing Director (an Aileen Merchant). I could write an essay regarding the issues with these people but they fall in line with what I can see in other peoples posts and likewise they tried to go after me for more than my deposit. This forced me to defend my position with the letting protection Scotland fortunately seeing in my favour. I’m now going through the property ombudsman to seek damages on multiple fronts (I had to leave the property as the gas line check wasn’t re-certified which is a massive health and safety issue, the boiler exploded leaking water through the ceiling and kitchen which wasn’t fixed for two weeks and I had to leave the property, the en-suite shower couldn’t be used for 4 months, tradesmen would not appear, people would gain access to the property when I was in bed! They couldn’t find my check-in notes, the performed an incorrect check-out inventory which I spent days going through and pointing out every line that was black and white wrong but they chose to ignore it and file against me etc etc etc). After I go through the property ombudsman I’ll be going to court upon which it’ll also be a public matter and will be contacting a media outlet. This agency is highly undesirable and a bunch of cowboys. All current Tennant’s I urge you to read the tenancy agreement as it is also fraught with errors as well (to which in a face to face meeting to discuss my formal complaint, which they tried to dismiss which is ironic after letting protection Scotland ruling in my favour for the deposit and now I’m going through the property ombudsman to seek reparations I.e. Stonehouse were in the wrong) the managing director herself Aileen Merchant, remarked across the table she was already aware there were many errors in it...it says it all really. The blind leading the blind. For those that don’t know, if the agency files for your full deposit yku are left with two options, you have to spend hours/days/even weeks putting together a case to defend. If you do nothing then the agency gets the full amount (and potentially more). Therefore any work you do to defend yourself to get your deposit back, and you do or get the majority of it back, you are then able to go on the offensive and claim back against Stonehouse for not doing there jobs properly. They almost see deposits now and a second source of income for them/the landlords. It’s disgusting. I’ve sent all of my evidence over to the property ombudsman and after letting protection Scotland seeing in my favour I am confident that the Ombudsman will also. So don’t be discouraged to turn the tables on these poorly managed cowboy like agency’s who are trying to put Tennant’s through a great deal of stress as they attempt to effectively steal deposits with no evidence in the hope that the Tennant can’t be bothered (and I’m glad I put my case forward although ultimately if Stonehouse had engaged with me from the start before filing, as I tried to do with them, this would not have happened). An organisation of crooks and criminals.

If I could give 0 star I would. This company is the most heartless, money grabbing and nasty company I have dealt with. Without going in to too much detail as it still too fresh but bottom line is that they couldn't even care if you were dead. I will never in my life go through a company like this again. Money comes before a persons life and that is all Stonehouse and their landlord/landlady of Fr*ser Road care about.