Braemore Sales & Lettings Reviews 132

We moved into a flat where the shower didn't work, the radiators only worked in one room, we had a leak, and then the damp and mould started.

It took 3 weeks for them to fix the radiators and the leak.

It took them 6 weeks to fix the shower. The plumber told us both the shower and bath had been incorrectly installed, and because of this they were actually dangerous as the scald protection didn't work.

Even though they sent out people to investigate the damp and mould, we've never heard anything from them on how they'd fix this.

They had told us they would calculate a rent reduction once the shower was fixed. They've now reneged on this.

Worst place I've ever lived. Worst letting agent I've ever dealt with. One star is too many.

Shocking customer service. Our flat was in a very poor condition when we moved in, with extensive mould, rubbish, stained carpets and not a single part of the flat had been cleaned. Braemore refused to organise cleaners and were entirely unapologetic. We have had numerous issues since with delayed repairs and an unwillingness to attend to basic maintenance. I've never given a company a 1 star review before but I really would not recommend.

Poor letting agents their turn over of staff demonstrate it’s not only their customers thats are not happy.
They managed my property for 18 months in that time they never carried out 1 inspection with lockdown being the reason. Yes this might of delay the inspection but to never do any in that time is pretty poor and all you are told is they have a back log of properties to inspect. So if you want to pay a company to manage your property by doing absolutely nothing not even inform you your tenant have left the property, they are the company for you.

We are landlords and Braemore tried to charge us £200 for an end of tenancy clean, although this would have been the responsibility of the tenant. Luckily we had spare keys and on inspection no cleaning had taken place. DO NOT USE BRAEMORE.

I almost let a property through Braemore. I was saved by their inefficiency and aggressive secretaries. I was on the process to let a property in Edinburgh and I informed the agency from the beginning that I had to be the only liable person in the contract, despite the fact my partner was moving in with me. My salary was 150% the necessary amount to let the property and my credit record is flawless. After one too many calls to get the lease contract in our hands we found that it contained my partner as well. When calling the agency they seemed to be very good at forgetting what they promised and said that we couldn't do that because the law forbids it (funny that this was the first time they mentioned it). After reading the scottish law for letting we found that it is possible in the law to do that, they just needed to ask the landlord if he was okay with it. We called again many times having to wait 1 hour to get to speak to someone and after saying we were ready to cancel they finally accepted to contact the landlord. We needed a response soon and they didn't provide one. After being hassled for so long we decided to cancel the process. Best decision we ever made in our lives.

I have called this agency repeatedly to try and arrange viewings of properties they are renting out. The shortest time I ever waited to get through was 28 minutes, usually it was much longer. Any time I did eventually get through, they told me the viewings for the property in question were closed. The staff were unapologetic, unhelpful and often downright rude. Having read their tenants' reviews however, it's probably just as well I didn't manage to rent a property through this agency! Very poor service indeed.

AVOID AVOID AVOID AVOID AVOID

Braemore are the worst rental agency in Edinburgh.
They refuse to carry out repairs or any form of Maintenance at the properties they rent.

Due to lack of Maintenance and repair even after repeated emails and calls, I ended up receiving a nasty cut in my hand due to poor beading/skirting. No replies as per from them.

My flatmate has waited over a year for the shower to be replaced among a whole bunch of other repairs....

They will ignore all calls and emails the only way to get a response is to attend their office which is a like a scene from the walking dead a bunch of brain dead zombies sitting chatting away while the phones ring and ring.

Edinburgh Council are currently investigating them! So please save yourself the drama and don't rent with this company! They good reviews you see are posted after they pressure tenants and property owners.

Avoid, and read the reviews from people who actually rent from Braemore - not just the glowing ones about having viewed a flat successfully. From a tenants perspective, Braemore provides a miserable service. Extremely poor communication which often makes issues far worse than they should be. Multiple issues over 5+ years of renting, including:

1) On two separate occasions Braemore tried to charge an illegal £120 tenancy changeover fee. I got a local MSP involved, so Braemore now say they no longer charge this fee (as of May 2020)

2) Often takes several calls and emails to get a response. Just one example: We requested a tenant changeover on 31 March 2020 and took until 24 April to respond and start the process. 7 unanswered emails and 2 non-returned phone calls.

3) Attempted twice to increase our rent, without permission of the property owner. On both occasions the owner reversed the increase.

4) Contractor work, carried out by sister company Lomond Maintenance, often takes many attempts. Frequently do not turn up to scheduled appointments. For example: Took between mid-October to end of December to install an extractor fan and repair bathroom ceiling. On one occasion, Braemore gave a painter the keys, which meant no keys were available to the electrician fitting the fan. Braemore tried to blame me for that mix up. Painter then painted directly over the dust and dirt caused by extractor fan installation.

5) Braemore contractor siliconed the shower screen to the bath - making it impossible to clean the bottom of the screen causing a build up of algae.

6) Once sent a contractor to fix the heating element in our oven, without informing them of the details. They arrived and instantly said would have to come back with a heating element. Wasted visit at the height of the pandemic lockdown, when they already had all the details. I complained about this but never got a reply.

7) On several occasions did not give the required notice before requesting to come inspect / carry out routine work in the flat.
When arranging the next tenants, Braemore informed us of one viewing but instead had arranged multiple groups of people for the same time. They rang buzzer and came up the stairs, but we realised too late that none of them were Braemore - the agent was about 10 mins late - so we ended up having to show them round and answer questions. Braemore were very apologetic about this though.

8) When moving out, Braemore said they would be in touch about the final inspection. Their end of tenancy guide says we could attend the inspection. They went ahead and did it alone, without notice, and then cited “government guidelines” which mean inspections should be done alone. (Guidelines as of Aug ‘21 actually currently would allow tenants to attend - as of course you can have multiple viewings arranged while tenants still live there…).

The flat was lovely, and a great location, but dealing with Braemore was a nightmare. Luckily we were in direct contact with the property owners who were always attentive and flexible.

Avoid if you can & good luck!

Does anyone actually answer the phone at Braemore Sales and Lettings? My daughter has been trying to rent a flat that is advertised with Braemore as the letting agent. On 3 separate occasions she has been on hold for more than 4 hours moving up in the telephone queue and each time when she finally reaches number one in the queue she gets cut off. She has now given up on renting a property from Braemore, if they don’t answer their phones for viewings, how on earth would you contact them if you were a tenant and had an emergency. Shocking customer service.

Found a couple of places that I liked to let via them. No replies to my enquiries via emails. Tried to contact on the phone and have been on hold waiting for someone to pick up for 3,5 hours a day ago, and another hour today.
Not sure in what ways they communicate, probably a sign to run.

This agency sent in "cleaners" to the flat above us prior to letting it and they dumped all their bags of rubbish, old wooden shelving, empty cleaning products and boxes from new light fixtures in the back garden!
Our street is surrounded by huge rubbish bins so just utter laziness.
This space was unusable a year ago but myself and another neighbour spent hundreds of hours and £££ during lockdown on making it lovely. Says it all from what I've read in other reviews.

Disgrace of a company. I’m a tenant and lost my key at the weekend, I tried to report this through their emergency out of hours service but I am dubious as to whether this actually exists as I’m a week down the line and haven’t heard from them. I got in touch with Braemore on the Monday to be told that they had lost the spare key that they are supposed to keep on file (for emergencies like these) and that the lock needed to be replaced by a locksmith and also that I was liable to pay for this. I was obviously quite stressed about the situation and especially them losing the spare key (which I know existed at some point because a contractor let their self into my property in December) and was met with cheek by a property manager called Steven who sarcastically said he could not make keys appear out of thin air when I asked what they were doing to resolve this. I asked to speak to his manager to complain about his attitude and he refused to put me through to anyone. Braemore also told me that I had to use an approved contractor for any work on the property even though there is nothing in the tenancy agreement on this, and I tried to explain that I know a locksmith who would fix the lock and give me a good deal. They insisted on sending their own locksmith and are now trying to charge me £105 even though the lock had to be replaced through their own incompetence - because they have lost the spare key which could have been copied instead of replacing the lock.
The customer service is non existent and they do not care about your issue and always sound like they are in a rush to get you off the phone.
My boiler broke down in December and they left me for a week with no heating or hot water before getting it fixed. Just a shambles of a company avoid at all costs

This is the worst letting agency I have had the displeasure of dealing with. We are trying to get someone else to move into our flat as our current flatmate is moving out and this seems to be too difficult to do! My god I cant! I told them the moving date for my friemd moving in and they have sent all the documents with the wrong date on it! And the funny thing is these have to be done by 3pm tomorrow!!

They also take about 20 years to repsond to an email and seem to not answer them after 2pm. It is incredibly frustrating and honestly I would avoid at all costs. Not worth the bloody hassle

Absolutely horrible experience as a tenant. No response to email after check in, no response to question for item to be fixed. Change of property agent and produce an absolutely unfair end of tenancy report to claim 100% deposit from tenant. False claim of property damage when there's none. Unprofessional.

Terribile. I have tried to rent some flat from them. Whenevr I sent them an email to ask for couple of details they just replied with a standard email 10 pages long which contained all the general information, but not what I asked for.

When I then replied pointing this I just got 2 raws of answer and quite rude.

Tried with 5 flats, then just started to skip their ads

Terrible experience over a 5 year period. Had at least 4 different property managers, no one seemed to know any previous notes or emails, impossible to get answers from, never answered the phone. Had to chase parking company, electric company etc because the agents didn't. Complained multiple times about damp only to be told to open windows (which we already were, even in freezing winter). Took ages to chase the return of the deposit as well.

Have been a tenant with braemore for almost 9 years last agents taken over actually been in property for 12 years never late with rent and yet years and years of problems have windows and plastering for years that have never been fixed latest problem with boiler there has been many in the last few years this time have found out by independent gas fitters boiler has not been installed correctly and us emitting co2 boiler has been condemned and believe it or not had a phone call from braemore themselves say they have no record off fitting the boiler and blamed lack of records on previous employee will being looking into legal action towards them enough I enough dreadful company

AWFUL.
I overpaid by accident one month and it took forever to get reinstated and for them to even simply reply to my emails ! Awful customer service.Do not use them !! If I could give no stars I would. I had to call 3 times and email twice before I actually got a useful reply about my overpayment. UNBELIEVABLY BAD SERVICE

This is the worst letting agency I have ever experienced. They never reply to our emails, calls or messages in the website portal. We've been having urgent issues with the pipework, which affects the sink and the laundry machine for the last 3 or 4 weeks. We have reached a point that the sink is full of stagnant water and it's been like that for the last 2 days. We are living in unhealthy conditions and they still ignore us. Our previous agency was bought by Braemore, so it wasn't our choice. AVOID THIS AGENCY!

Absolutely awful experience as a tenant with braemore. We’ve had non stop issues with our flat since august last year and even after countless ignored emails and phone calls only a handful of the issues have been resolved. It’s so bad we are looking for a new flat as this is unbearable. Damp and leaking roofs in a £1200/month property and a 3 year old. It’s unsafe and horrendous customer experience. Avoid at all costs.