Chappell & Matthews Sales and Letting Agents Bristol Reviews Summary

Customer Service

Pros:

• "Cannot recommend her enough, so polite, friendly and genuine. Actually cares about her job and about finding people somewhere to live."
• "Debra and the rest of the team have been quick to respond to calls and emails and the process has not been arduous."
• "Debra has been great with us, very professional and extremely helpful in every aspect of the rental process."
• "Chloe was very responsive to our needs. She provided us with every necessary detail and guided us through the process."
• "Every communication with her was clear, professional, friendly and a pleasure, and we couldn't be more thankful for her hard work in ensuring the entire process went smoothly without any hiccups."
• "Debra who was incredibly efficient, helpful and responsive with helping me find a place in Bristol."
• "Chloe, Ollie and Dan have been so helpful and clearly know what they're doing."

Cons:

• "I had set in place non-negotiables regarding maintenance prior to move in date but was lied to about them being done in order for me to sign the tenancy."
• "The team are failing to relay messages from tenants to landlord."
• "Unfortunately, the experience with Chappell and Matthews was awful. Communication dreadful, promised phone calls not returned."
• "It is extremely difficult to get into contact with them, they will say they are in meetings or will call back but days will pass without any communication."
• "Lack of communication, lack of escalation of urgent issues and overall low attention to detail spring to mind."
• "We are never pro-actively given updates. We only find out about progress by emailing them (They do not pick up their phones when we call)."
• "It’s been three weeks since we agreed and after 5 calls chasing for an update, 2 complaints asking for a manager to come back we’ve still not had any sort of feedback, update and the whole process has been a shambles."

Property Quality

Pros:

• "We're delighted that the place is even better than the video showed."
• "Debra and the entire office went above and beyond to help my son find a flat."
• "The viewing, application, referencing, payment and the receiving of the keys was all completed within 5 working days!"
• "She made me feel like she was on my side, instead of the typical impersonal letting agent."
• "Debra was brilliant and secured a flat to rent for my son immediately and within an hour the deposit was paid."
• "The efficiency and dedication from Debra Barton from start to finish has been outstanding!"
• "Debra was incredible in helping us get everything sorted out to book our apartment for one year."

Cons:

• "The flat has 2 bedrooms, 1 bathroom with bath tub and 1 ensuite. The bath tub cannot be filled as the hot water runs out, the en-suite toilet does not flush."
• "They suggested I should leave the property and after careful consideration I agree as this is an unliveable situation."
• "We have a large issue that was agreed to be resolved before we moved into this property, however 3 months down the line and still no progress has been made."
• "The past 3 months with this company have been so stressful for me."
• "Absolutely disgusting level of customer service and I wouldn’t ever trust them with our property again."
• "Paperwork incorrect. Dates moved due to errors made."
• "The only flaw for us come after the rental itself: it become sometimes quite difficult to reach our property manager in case of necessity."

Professionalism

Pros:

• "Oliver had a remarkable ability to understand my needs and was able to provide valuable insights that helped me make informed decisions."
• "In particular, I would like to commend Oliver Bloxham for his outstanding approach and professionalism throughout the process."
• "Debra Barton is probably the most helpful estate agent I’ve ever had as she is friendly and charismatic but also got everything sorted for us within a week."
• "Like I previously said, best agency in Bristol hands down, no stress, very easy to build rapport with and unlike the rest of the agency’s in Bristol they have your best interest at heart."
• "Debra knows all the agents in Bristol, which sped up our references."
• "Chappell and Matthews have been an incredible estate agency, extremely professional."
• "Chloe was very helpful and responsive to any queries we had during the rental process, which definitely smoothed the daunting process of renting in Bristol."

Cons:

• "I had to pay 6 months of rent up front, dealing with agency (I would not name now as I’m under tenancy) but will use word APPALING."
• "Based on the experience as a whole, We would not recommend Chappell and Matthews."
• "The team request information that we have already provided, this happened on multiple occasions."
• "Julie Dondoua is professional, proactive and responsive."
• "I've used a lot of estate agents to find properties to rent over the years, but Chappell & Matthews have been the best."
• "Chapell and Matthews are a very competent agency, and Chloe who we dealt was exceedingly helpful, professional and knowledgeable."
• "Debra Barton was very attentive and went above and beyond to find us a flat to rent."