Frank Innes Sales and Letting Agents Nottingham Reviews Summary

Customer Service

Pros:

• "I simply can not rate the customer service, efficiency and professionalism highly enough."
• "Really lovely, friendly, helpful staff. Nothing is too much trouble."
• "Kelly was such a wonderful support and was always on hand to sort out any issues."
• "The team at Frank Innes have been amazing, especially Emily and Alison from the Nottingham branch."
• "All the staff I have encountered have been extremely pleasant and professional."
• "The staff were very professional and responsive to all of my questions and queries and they were always happy to help."
• "Kelly Ashurst has directly managed the property for me in the most professional and conscientious manner."

Cons:

• "I have never experienced such appalling customer service and lack of general kindness and manners in my entire life."
• "Our apartment recently started using Frank Innes, and the service so far has been very disappointing."
• "They are money hungry, unresponsive, rude and overall just horrible."
• "If you’re having issues with your apartment they will ignore it."
• "Communication is extremely slow, if you need to fix anything it takes ages, even if the issue is urgent."
• "Worst communication ever. They never call you back although you have been trying to contact them for ages."
• "Terrible customer service, leaving 3 weeks to respond, we even think they blocked our mobile phone number!"

Professionalism

Pros:

• "Sophie handled and helped us around these in a highly professional and efficient manner."
• "During this time I have been impressed with their professionalism and dedication to finding us high quality tenants in the minimum amount of time."
• "I have used Frank Innes for 4 years for finding tenants for my rented flat and they have done a great job at keeping it fully occupied during that time."
• "From the initial evaluation right through to completion, she provided great advice and support."
• "An incredibly professional and efficient service from start to finish."
• "The staff at Frank Innes have been very professional in their dealings and given me an excellent service."
• "Especially Karan and Elllis who are both professional and went over and beyond what was expected of them."

Cons:

• "Unprofessional & biased staff, no duty of care to tenants whatsoever."
• "I had a terrible experience as a tenant, of which I had to then speak directly to my landlord for all of my issues of which he was unaware of."
• "The absolute WORST Agents I have ever come across!!!! Do NOT use these people. They are totally incompetent."
• "I'm not a fan of letting agents but these cowboys sink to whole new levels."
• "Absolutely appalling service to loyal tenants of over 1 year."
• "Do not whatever you do rent a house with this organisation as agents."
• "This agent is beneath contempt. Ridiculously expensive."

Responsiveness

Pros:

• "So I've recently started purchasing a house through Frank Innes and the responsiveness and pace of their service has been fantastic."
• "Kelly responded very quickly to my emails and took the time to explain queries I had clearly and carefully to me."
• "The communication was excellent and overall a fantastic and easy experience."
• "Vanessa kept in touch constantly, and went the extra mile to make sure I was informed and kept in the loop from start to finish."
• "Communications were prompt and helpful at all times."
• "Everything was communicated to me promptly, and any issues were quickly resolved."
• "He kept up communications with potential buyers out of hours and even on his day off."

Cons:

• "This was a very difficult and long conveyancing process, and by far the most stressful period of my life, made worse by the lack of responsiveness from my solicitor."
• "Never got the deposit back."
• "It took them and the landlords 9 weeks to replace an oven that did not work."
• "Be careful to give any holding deposit to them because they will try to fail you for the verification of reference."
• "Whenever we contacted them, they never returned calls and just fobbed us off."
• "I had a very bad experience, because I have booked a viewing for a house in Nottingham on Rossington Road for Fri.23th,4p.m., confirmed by text, and after 1 hour still nobody came and despite I left some messages let them known about this situation nobody have called back."
• "Awful service, roped us into a 13 month contract when we agreed 10 months."

Support and Assistance

Pros:

• "Karan Singh supported us through the process and was professional and supportive throughout it all."
• "Penelope and Louise who have been absolutely fantastic with both of our sales."
• "Tom and all the team were a massive help when I sold my house with them. I got a great sale price and they kept me informed all the way along."
• "Sophie was simply brilliant, as were all of the staff that we encountered."
• "Kelly has a very calm, friendly and reassuring manner and made the whole process a great experience."
• "The team did all the work contacting solicitors back and forth and took away the stress and hassles of property selling."
• "I felt supported through the process from the viewings, to emails to phone calls were all handled professionally and efficiently."

Cons:

• "They support the landlords over and above the tenants."
• "The customer service is friendly and helpful when things are going well but be assured that when conflict arises, the landlord is prioritised and valued more highly than the tenant."
• "Slow to help with issues in the apartment and backed the landlord with any repair requests."
• "Lots of issues that need sorting and it doesn't fill you with much confidence when they can't get someone to a leaky roof and still have to contact the landlord for permission."
• "They will go through the place with a fine tooth comb once you leave and try to charge upwards of £200 for cleaning of stuff that comes well within ‘acceptable wear and tear’."
• "They ignore all reports of problems with the house done through the app."
• "Charging us over £400 to change a tenant on the contract when two of us where staying the same and then an extra £55 reference fee."