I have seen that kind of attitude as well, where an agent had accused the tenant of having "damaged the property" because they had made a slight mark on a wall... Agent's attitude and language can be abusive, unfortunately as long as the rental market is that way we'll have to deal with this kind of behavior. However don't be discouraged: it always pays to be a model tenant so you don't give agents or landlords ANY reason to make your life difficult! And, to end on a good note: they're not all like that... Some are actually quite pleasant and helpful.