Frankeys Independent Estate Agents

I visited Frankeys with a colleague who was in the process of renewing their tenancy agreement. Having spent 5 minutes in the lettings department, I can categorically say that I will never put my business through this company and strongly advise any landlords to re-consider having the lettings department communicate with their tenants. My colleague assured me that their usual contact was on leave, but that they have been professional and helpful throughout, its a shame that all of their good work is let down by Jeanette, who I believe to be the lettings manager. Sarcasm appeared to be the order of the day - when asked what the tenancy renewal fees were for, her witty retort was 'its called business'. How is this in any way acceptable? If you are parting with money, no matter how much, or how little - it is perfectly understandable to question what the fee's are for....I can only assume 'paperwork'. When pressed on the topic, and queried as to whether or not the Landlord is also required to pay fee's, they were advised 'That's the landlords problem and nothing to do with the tenant', she did however assure us that the money goes towards 'the electricity used by the card machine' - again top marks for customer service. Whilst all of these statements are factual, they are a) not needed b) not answering the question and c) sarcastic - I can only assume she was having a bad day. Had I been in my friends position I would seriously re-consider renewing a tenancy with an agency that allows its staff to talk to customers in such a way. I wonder how the landlord would perceive their tenant going elsewhere for business because of the attitude of the agency they had selected? Whilst customers are not 'always right' - as we left I couldn't help but think the 'Thank you its been a pleasure dealing with you, many thanks for coming in' was said with the same dash of sarcasm as the earlier comments. Fortunately for Frankeys it wasn't full of potential customers (unless you class myself!) however I have returned to my workplace and explained to colleagues the attitude encountered. I'm not surprised that upon searching for reviews of your organisation, I quickly found one that also refers to Jeanette's attitude. Whilst I am now aware of what the tenancy renewal fee is for (Google helped out with that), I would like to make a suggestion that some of this is put towards a Customer Service course for your staff, or perhaps some PR, it will be needed should you continue to let your staff communicate in a manner that is unacceptable.