HB

Helen Brown

United Kingdom

Reviews

Review of Ecoapproach

Rated 1 out of 5 stars

Very disappointing -

Very disappointing - avoid

Price quoted on line (using on-line proforma) was increased (extra £50 charged) after field worker had carried out the assessment.

A completely erroneous EPC was then posted - left to the customer to resolve/get corrected. Multiple phone calls/promised call backs that don't happen.

August 11, 2025
Unprompted review

Reply from Ecoapproach

Hi Helen,

Thank you for sharing your feedback. I’m very sorry to hear about the frustration and disappointment you’ve experienced. I completely understand how upsetting it must have been to receive an increased charge after the assessment and to be left to resolve issues with your EPC yourself. This is not the level of service we aim to provide, and I sincerely apologise for the inconvenience caused.

As we don’t have an order ID or further order details from your review, we are unable to look into this fully at the moment. Could you please email us with your order details at info@propcert.co.uk
? Once we have this information, we can investigate and work to resolve the issue for you as quickly as possible.

Once again, I apologise for the frustration this has caused and thank you for giving us the opportunity to put things right.

Kind regards,
Hayley
Customer Service Manager
ECO Approach

Review of Kismet Blackwood

Rated 5 out of 5 stars

Thank you to fabulous staff at Kismet

Thank you to fabulous staff at Kismet. A real customer focused approach & fantastic communication meant an item I had been struggling to find as a special present was sourced. Thank you for "going the extra mile" :)

March 22, 2025
Unprompted review

Review of Octopus Energy

Rated 5 out of 5 stars

Faith restored

After a couple of "false starts" with other customer service advisors Joe was very helpful and quickly sorted out the problem

November 15, 2024

Review of Perfect Stays

Rated 1 out of 5 stars

Disappointing Service

Disappointingly our much anticipated week's stay at Phoenix House in Devon was marred by a number of issues whilst we were there. Due to a problem with the boiler we had no hot water for the bulk of 2 of the days we were there plus an internal burglar alarm sounded for almost 24 hours with no-one contactable to switch it off.
We were then dismayed on our return to be informed by Perfect Stays that they were deducting money from our security deposit to cover damage to bedding, towels & a robe plus a fridge shelf - all of which we immediately rejected being responsible for. We asked for the damaged goods to be sent to us but were advised this was not possible because they "had been disposed of". Poor quality, undated photographs (of generic white bedding) were all they were able to offer as "evidence". We are adamant that no damage was caused by us. We are particularly disappointed at the Perfect Stays "it's not our decision, it's the owner's" attitude and their failure to show any consideration for our point of view in what is basically a one side's view against another's situation.
Concerningly, having now taken some time to read through the reviews other guests have left, this is not a "one off" - there are a worrying number of reviewer's reporting unexpected deposit deductions by Perfect Stays post-holiday. Please be warned.

September 14, 2020
Unprompted review

Reply from Perfect Stays

Dear Helen,

We are sorry to hear you were disappointed with your stay at Phoenix House.

Whilst owners in general absorb minor damage and certainly anything relating to general wear and tear, when staining or damage goes beyond this, the security deposit regrettably has to be charged.

Deductions from a guest’s security deposit are never taken lightly and charges are only passed on when clear evidence is supplied by the owner’s housekeeping team.

Unfortunately, the significant and widespread staining to bedding and a towel couldn’t be removed after several attempts so charges to replace the items had to be passed on by the owner.

As the rental agent, we do act on behalf of both guests and property owners. We mediate any issues to ensure feedback is discussed with both parties, and that any charges are fair, reasonable and follow the required protocols. As you are aware, charges requested by the owner for a bath robe were rejected by our team as insufficient evidence was provided and the owner kindly chose to absorb the cost of the damaged fridge shelf themselves.

We apologise once again for the inconvenience caused by the internal alarm sounding during your stay. As soon as the owner became aware, they offered a £100 dinner voucher which we are told you gracefully declined. As a result, the owner reduced the security deposit deduction to ensure you were compensated. Unfortunately, neither we nor the owner were aware of the issues experienced with the hot water until after your stay. We are following this up with the property manager to understand why this wasn’t passed on sooner and resolved more quickly for you.

Across the thousands of guests we welcome each year, the number of security deposits we ever have to charge is incredibly small and only done so when absolutely necessary.

Kind regards,

Perfect Stays