I am sorry to hear about the OP's experience - it must have been disconcerting to say the least. We too had a bad experience with an estate agent when we were viewing an apartment. On a positive note, however, we could not wish for nicer landlords now. They are a young Swiss couple, who are sub-letting to us, and have bent over backwards to help us settle in, deal with any queries and have always sorted out any problems (heating) immediately. In fact, we go out drinking with them now too.