Infiniti are not a terrible agency, but neither ar...

Infiniti are not a terrible agency, but neither are they a very good one. The positives involved dealing with emergencies. The lady who can be contacted 24 hours was always helpful and engineers were sent quickly when the boiler failed during winter.

Sadly there were also quite a few negatives.

I received the keys on my move-in date literally minutes after the flat had been checked at the end of the previous tenancy. This meant of course that nothing needing attention could have been sorted out. In fact the flat was not properly clean and the carpets were filthy. Infiniti did send a cleaner after giving me the keys and did agree to professional cleaning of the carpets but that meant waiting two weeks to properly unpack my belongings.

During the tenancy it was clear that Infiniti would respond quickly to emergencies but very slowly or not at all to anything else. A request to put a screw in a wall took one year (yes, one year), to achieve a response. When the entry buzzer stopped working it took months, and several emails, before anything was done. This meant having to leave my phone number on the front door with a request for delivery companies/contractors to call me.

The reason for the two-star review is because of how my tenancy ended. Infiniti insist on making checks after the tenant has left, making it necessary to go round taking photos of everything in case of disputes. Before I left I hired professional cleaners and made sure the flat was in a better state of cleanliness than it had been in when I arrived.

Having returned the keys, nobody contacted me to tell me checks had been made. I sent three emails asking for information, one of which was ignored and two of which were replied to with, I have passed this onto my colleague . Having seen their office, I am quite sure the colleague was metres away.

I was told I could apply to Safe Deposits Scotland for return of the deposit and did so. Clearly the flat was found to be satisfactory because Infiniti did not log a dispute, but I was made to wait until the response period expired meaning I did not receive my deposit for two months after having left.

It would have taken minutes to reply properly to one of my emails, or login and return my deposit but clearly nobody could be bothered to do so. If this is how reliable tenants are treated then I am very glad I didn t have to enter into a dispute.

Overall Infiniti are not terrible. But if you are an honest and reliable tenant who wishes to feel valued and respected, I would try to rent through another agency. Better ones exist.