Pinnacle Letting & Estate Agents
Cardiff, Cathays, CF24
2.4/5, 58 reviews
36% recommended
45% sales valuation accuracy
38% sales fee satisfaction
67% lettings valuation accuracy
35% lettings fee satisfaction

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“The reason I am leaving this review is to warn ......”

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Aug 31,2015
Minithumbdown
By: 'Avoid'
Aug 31,2015
0 people found
this helpful
The reason I am leaving this review is to warn people against using this company, everybody I have ever spoken to has had serious issues, including ourselves, when dealing with them.

We have been spoken to by some staff members in a totally disrespectful way, we had to wait three months for a leak to be fixed, and we have spent days upon days waiting for a call back or even acknowledgement of receiving our calls or emails.

To top it all off, at the end of our tenancy they attempted to keep hundreds of pounds of our bond back due to the flood and "weeds in garden". That's right, they charged us for a leak in the roof which obviously is not in any way our fault.

The nightmare doesn't stop there. We disputed the deductions to our deposit and provided all the necessary evidence to them, and they still paid the DISPUTED amount of our bond back into our bank accounts without even consulting us. This is a very serious matter and we are currently in the process of taking them to small claims court over it, as they have disregarded the tenancy deposit scheme completely and didn't even inform us that they were keeping a huge chunk of our money, even though we were still negotiating with them.

In conclusion:

- Terrible communication, rude staff members
- Maintenance issues were not dealt with in a realistic time frame
- Not following TDS guidelines and paying a disputed amount of the bond back without any confirmation

If you are looking for a letting agent - AVOID PINNACLE AT ALL COSTS. If I could give them a lower score I would.
What agent could do to change your mind?
For a start, they should not have been disrespectful to us as customers when speaking to them face to face or over the phone. For my girlfriend to get visibly upset as they were doing this should have been the prompt to at least apologise. Better communication is needed throughout this organisation. Withholding deposits based on no evidence at all and bypassing the TDS should never have happened.
Attached Filesnbsp;
Comment on agent fees
Fees were ‚£300 for two people to sign two contracts. Pathetic.
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By: Pinnacle Letting & Estate Agents
Sep 04, 2015
We are sorry that your experience with us hasn't been a positive one. It is unacceptable to be spoken to by staff in a disrespectful way and we are very sorry you felt this way and we have reviewed and taken the feedback on board for further customer communication. We cannot promise that when living in a property, things won't go wrong, however, we always aim to make sure our customers are happy with the way we treat them and the way we resolve issues like maintenance at a property.
Regarding your deposit we are part of the TDS scheme and follow their guidelines. When we are managing tenant deposits we have to return the undisputed amount of the deposit back into tenants bank accounts within a time period set by the TDS. If you are unhappy with how your deposit has been handled and the outcome of our deposit process then the TDS have a dispute resolution service which as a tenant you can use to take the matter further.

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Latest Reviews

View all Reviews 58
4th Sep 2023
reviewed by 'NNH'
“They do not answer the phone. The answering machine told us to fill in the form to review the property ......”
6th Aug 2021
reviewed by 'Ash'
“My boyfriend arranged 2 flat viewings on the phone on Friday for the following Tuesday and said they seemed to be ......”
5th Aug 2021
reviewed by 'Owen'
“Never have I known anyone to lie so blatantly to someone's face. Had several problems with rats that was not ......”
17th Apr 2021
reviewed by 'Callum Barnes'
“I booked two viewings for 2 different properties on Tuesday. The 'tenants cancelled' both and only gave me the option of ......”
24th Feb 2020
reviewed by 'Luma'
“the worst of the worst i'm a new tenant with them and the communication with them is more than horrible ......”
12th Sep 2019
reviewed by 'Verity'
“I have rented through 7 different agencies in my life and have never been treated as badly as with Pinnacle. They ......”
Opening Hours
  • Monday: 09:00 - 17:00
  • Tuesday: 09:00 - 17:00
  • Wednesday: 09:00 - 17:00
  • Thursday: 09:00 - 17:00
  • Friday: 09:00 - 17:00
  • Saturday: 10:00 - 17:00
  • Sunday: Closed
Address

Pinnacle Letting & Estate Agents
3-5 Fanny Street
Cathays
Cardiff City
CF24 4EG
02920 640200

update staff | update details

Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Sales 45% 38% £0 £0
Lettings 67% 35% £260 £1,200
Review statistics
From Landlords From Tenants From Vendors From Buyers Other
6 0 13 35 0 0 0 0 2 2
Areas covered
  • CF24
  • CF10
  • CF14
  • CF15
  • CF3
  • CF5
Services offered
  • Sales
    •
  • Lettings
    •
  • Block Management
  • Surveys
  • Conveyancing
  • Mortgage Advice
  • Home Builder
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Members of
NALS TPOS Sales TPOS Lettings TPOS TDS SAGEagent
Rankings
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Latest Properties

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Treforest, CF37

“DO NOT USE THIS AGENT...”

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Sep 04,2023
Minithumbdown
By: 'NNH'
Sep 04,2023
0 people found
this helpful
They do not answer the phone. The answering machine told us to fill in the form to review the property online but the website calendar does not work. I sent emails but no reply. They just take money from landlords but does appalling customer service. ...
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“My boyfriend arranged 2 flat viewings on the ......”

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Aug 06,2021
Minithumbdown
By: 'Ash'
Aug 06,2021
0 people found
this helpful
My boyfriend arranged 2 flat viewings on the phone on Friday for the following Tuesday and said they seemed to be perfectly friendly. It is incredibly difficult to find nice properties at the moment, so after a discussion we asked via the telephone number they provided ...
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“Never have I known anyone to lie so blatantly......”

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Aug 05,2021
Minithumbdown
By: 'Owen'
Aug 05,2021
0 people found
this helpful
Never have I known anyone to lie so blatantly to someone's face. Had several problems with rats that was not sorted for months, there were CHEWED THROUGH BRICK, after sending someone out to "fix the issue" they put foam in all the holes, beyond me ...
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“UNPROFESSIONAL...”

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Apr 17,2021
Minithumbdown
By: 'Callum Barnes'
Apr 17,2021
0 people found
this helpful
I booked two viewings for 2 different properties on Tuesday. The 'tenants cancelled' both and only gave me the option of viewing one which i agreed to on Friday. On Friday I turned up to the propery at a time agreed and the agent did not ...
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“the worst of the worst i'm a new tenant with ......”

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Feb 24,2020
Minithumbdown
By: 'Luma'
Feb 24,2020
0 people found
this helpful
the worst of the worst i'm a new tenant with them and the communication with them is more than horrible it is like contacting inanimate... not respondence no actions!!!!!!!!!!!!!!...
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By: Pinnacle Letting Agents
Mar 03, 2020
View all comments (1)
Hi Luma, we are really sorry to hear that you are unhappy with the service you had received so far. Please could you send us some more details of the issues you are experiencing to [email protected] so we can review this further for you. We aim to provide the best possible service to our customers and I am sorry to hear that this does not seem to have been the case on this occasion. Many Thanks ...

“Avoid at all costs.. completely immoral practises...”

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Sep 12,2019
Minithumbdown
By: 'Verity'
Sep 12,2019
1 people found
this helpful
I have rented through 7 different agencies in my life and have never been treated as badly as with Pinnacle. They are unresponsive through email and tell you to email when you call so communication is impossible. They even altered dates on photographs for their closing ...
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By: Verity Bligh
Sep 26, 2019
View all comments (2)
I raised my dispute on the 10th Aug. I never received a reply. I followed up via email on the 19/08/19, 27/08/19, & 04/09/19. This is a clear example of how your company runs - ensure it looks good from the outside! I should have posted a review 7 weeks ago when I sent the first email then I would have got a response from you within the week! Well done for demonstrating where your priorities lie. Your closing inspection letter issued states "if any charges are proposed, we will email you after i ...

“There was a hole in the roof where rain came ......”

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Jul 22,2019
Minithumbdown
By: 'Holly'
Jul 22,2019
2 people found
this helpful
There was a hole in the roof where rain came in for the whole 18 months we were there. In heavy rain a whole bucket would be filled in an hour, with a little waterfall down the wall where mushrooms grew. We reported this so many ...
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Attachments

Review file
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By: Pinnacle Lettings
Jul 22, 2019
View all comments (1)
Hi Holly, thank you for your review, First of all, I would like to apologise for any communication issues you may have had and this will be looked into and addressed with the team. In terms of the maintenance issues having looked into this I can see the reason the issue was unable to be resolved was because of legal issues with other flats in the block (which we do not manage) which prevented the landlord from being able to complete works. This is why the landlord agreed to release you from y ...

“Dreadful service...”

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Mar 19,2019
Minithumbdown
By: 'Kyle'
Mar 19,2019
0 people found
this helpful
This companies lack of competence is frightening, no check in or check out procedures done and then use a old inventory to take a large amount of our deposit without providing any evidence. They do not return emails or phone calls either....
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Comment on agent fees
TERRIBLE
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By: Pinnacle Letting Agents
Mar 19, 2019
View all comments (1)
Hi Kyle, n nI am really sorry to see your review. When processing deposits we are led by landlords and do follow the TDS guidelines and give all tenants the opportunity to dispute any charges that we put forward. We would never take any money from a tenants deposit until we come to a resolution. If you are not happy with the charges and we cannot agree then we will encourage you to take the dispute to the TDS to adjudicate. My sincere apologies that you feel that our service has been lacking. W ...

“DO NOT USE!!!!...”

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Dec 26,2018
Minithumbdown
By: 'Mrs'
Dec 26,2018
4 people found
this helpful
Absolutely appalling service from this agent and ripped off on fees and return of deposit. My daughter and friends rented a house from them last academic year. My daughter has already left negative feedback on this site but I would just like to add if ...
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Comment on agent fees
They don’t deserve any fees. They shouldn’t be in business.
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“Avoid Pinnacle at all costs...”

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Dec 06,2018
Minithumbdown
By: 'Maisy'
Dec 06,2018
2 people found
this helpful
Pinnacle don't even deserve one star. I would not recommend this estate agents to anyone. Me and my friends rented one of their properties last year, and the first thing was the house had not been cleaned at all (not even hoovered) by August 1st ...
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“Poor communication and promises that never happen...”

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Oct 15,2018
Minithumbdown
By: 'Customer'
Oct 15,2018
1 people found
this helpful
Poor communcation skills the maintenace team and contractors don't communciate with eachother properly. Also you get told they will promise to ring back and it doesn't happen....
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“Awesome!...”

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Sep 25,2018
Minithumbup
By: 'Richard'
Sep 25,2018
1 people found
this helpful
Kelly looked as excited as me to view the house to be fair, she was incredibly informative and down to earth....
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Comment on agent fees
I would definitely recommend!
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“Pathetic...”

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Aug 16,2018
Minithumbdown
By: 'Conor'
Aug 16,2018
2 people found
this helpful
We dealt with a lot of the members of this branch and although friendly and supportive there was zero convinction in their words and promises. We had a lot of issues with our house and landlord and a small minortiy of this issues were addressed ...
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Comment on agent fees
Bad
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“Pathetic...”

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Aug 16,2018
Minithumbdown
By: 'Conor'
Aug 16,2018
1 people found
this helpful
We dealt with a lot of the members of this branch and although friendly and supportive there was zero convinction in their words and promises. We had a lot of issues with our house and landlord and a small minortiy of this issues were addressed ...
read full review
Comment on agent fees
Bad
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“Very professional and friendly....”

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Apr 12,2018
Minithumbup
By: 'Fawaz'
Apr 12,2018
1 people found
this helpful
Kelly did her job in a professional manner. She was enthusiastic and friendly. I do really appreciate dealing with such professional person Fawaz...
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“Appalling service right from the start. Property not clean. Damp ......”

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Nov 28,2017
Minithumbdown
By: 'JD'
Nov 28,2017
1 people found
this helpful
Appalling service right from the start. Property not clean. Damp in both bedrooms. Took them ages to sort it out and my boyfriend now has asthma (he never had any breathing issues before living there. We have now moved to a new property. 3 months on ...
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Comment on agent fees
Ok fees.
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By: Pinnacle Letting Agents
Nov 29, 2017
View all comments (1)
Hi JD, we are really sorry to hear that there were some issues during your tenancy. We aim to resolve any issues that occur as quickly as possible, however, we are led by landlord decisions when it comes to maintenance within the property. If you could email us with some more information at [email protected] with regards to your deposit I will ensure that the team update you as soon as possible. We do aim to give the best levels of service to our customers and I am sorry that this has n ...

“Hands down the least professional, most ineffective, least customer-focussed and ......”

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Oct 10,2017
Minithumbdown
By: 'Charlie'
Oct 10,2017
2 people found
this helpful
Hands down the least professional, most ineffective, least customer-focussed and most poorly run letting agent I have had the displeasure of doing business with. Day 1 we moved in to a completely uncleaned property that had had a contractors living in it for the previous month. ...
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Comment on agent fees
Probably the only thing that’s acceptable about this business is its fees.
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“Pinnacle have been very disappointing since the beginning. The house ......”

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Sep 21,2017
Minithumbdown
By: 'Chris'
Sep 21,2017
2 people found
this helpful
Pinnacle have been very disappointing since the beginning. The house was not clean upon us arriving, with leaks, over grown grass and nails/broken glass in the garden. As a company they are slow to handle problems and extremely poor in handling customer queries/requests ...
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Comment on agent fees
I have no idea why we paid the fees; the service has been extremely poor. Google reviews are pretty scathing.
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“As landlady I have been given a great deal of ......”

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Aug 06,2017
Minithumbup
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Richard
By: 'Carol'
Aug 06,2017
0 people found
this helpful
As landlady I have been given a great deal of advice and support in getting my property ready for new tenants. Richard Read has been unfailing in his communication with me, even though I do not actually need an agent at this time. I wholly ...
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Comment on agent fees
N/A
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“Poor service. Never sorted out damp issues before we attended ......”

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Aug 04,2017
Minithumbdown
By: 'Cardifftenant77'
Aug 04,2017
3 people found
this helpful
Poor service. Never sorted out damp issues before we attended which we were promised. Still not sorted over a year later. House was not cleaned on arrival and now they have the audacity to take a major sum away from our deposits. AVOID THEM....
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Comment on agent fees
Bad
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“On the busiest day of their year, I was able ......”

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Jul 03,2017
Minithumbup
By: 'Lamorna'
Jul 03,2017
0 people found
this helpful
On the busiest day of their year, I was able to pick up my keys in 5 minutes BEFORE 9am! Absolutely cannot fault them....
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Comment on agent fees
Rather pricey
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“I am a contractor who has worked with Pinnacle for ......”

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Feb 27,2017
Minithumbup
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Charlotte
By: 'Martin'
Feb 27,2017
0 people found
this helpful
I am a contractor who has worked with Pinnacle for the past 5 years. I have dealt with Charlie a lot and she is very good at helping me with booking in jobs and helping me with my invoicing. Any queries she is always the first ...
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“Terrible service, seem to be out just to get as ......”

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Jan 30,2017
Minithumbdown
By: 'TerribleService'
Jan 30,2017
3 people found
this helpful
Terrible service, seem to be out just to get as much money as possible, definitely will not be using again, no issues with the house were resolved, so went over a month with a broken window and no washing machine...
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Comment on agent fees
Bad
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“Avoid Pinnacle at all costs. If I could give a 0 ......”

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Dec 02,2016
Minithumbdown
By: 'Sophie'
Dec 02,2016
3 people found
this helpful
Avoid Pinnacle at all costs. If I could give a 0 rating I would. Their customer service is absolutely appalling. They do not care about students and have no interest in solving problems. After our tenancy came to an end they tried to charge us £300 from ...
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“We never had any major problems until we left our ......”

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Nov 02,2016
Minithumbdown
By: 'Connie'
Nov 02,2016
1 people found
this helpful
We never had any major problems until we left our flat. Whilst living there, Pinnacle were fairly helpful and responsive although it did take a while for them to fix a few of the things in our flat that needed repairing. However, all of our ...
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“It took 3 months to release our deposit, despite there being ......”

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Sep 30,2016
Minithumbdown
By: 'Cardiff101'
Sep 30,2016
0 people found
this helpful
It took 3 months to release our deposit, despite there being no issues or reductions. It took 2 months of emails and phone calls before a member of the team even contacted us back....
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Comment on agent fees
Expensive for very little service!
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“Have just dropped my son off at the new house, ......”

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Sep 18,2016
Minithumbdown
By: 'Caul'
Sep 18,2016
1 people found
this helpful
Have just dropped my son off at the new house, pinnacle have not cleaned it since the last tenants moved out despite promising it would be done last week. They will outright lie to your face about being let down by contractors etc, there are ...
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“Avoid at all costs. Me and my partner have rented ......”

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Sep 14,2016
Minithumbdown
By: 'Jack'
Sep 14,2016
2 people found
this helpful
Avoid at all costs. Me and my partner have rented through Pinnacle for 2 years and each time our tenancy ends, it has been a nightmare to get our deposit back. Our most recent tenancy finished on July 1st and we are still awaiting our deposit ...
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Comment on agent fees
Unsure if it was Kelly, but a woman we spoke to was very rude and no help at all. We were understandably getting frustrated about not receiving our deposit back after 1 whole month, and this lady decided to be sarcastic and rude to us shifting the blame to someone else.
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“Just stay away. There were no major issues during my ......”

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Aug 11,2016
Minithumbup
By: 'DP87'
Aug 11,2016
1 people found
this helpful
Just stay away. There were no major issues during my tenancy but it has been a nightmare since it ended. I moved out of the 24th June, an inspection report was produced on the 28th June and I am still yet to get my deposit ...
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Comment on agent fees
They seemed ok
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“Agent and landlord do not keep up student properties satisfactorily. ......”

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Jan 29,2016
Minithumbdown
By: 'BellaD'
Jan 29,2016
0 people found
this helpful
Agent and landlord do not keep up student properties satisfactorily. When we moved it there was rotting garbage and other rubbish left from previous tenants and a lot of materials left by builders. They will not even look into mold complaints on property and are ...
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By: Pinnacle Letting & Estate Agents
Feb 03, 2016
View all comments (1)
Hi Luke, thank you for the review and I am really sorry to hear that you are disappointed with our service. We take all complaints and comments seriously and are always trying to improve our services. If you could get in touch with a member of our property maintenance team they will be able to help in getting this sorted. The best person to email is [email protected]. ...
No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.

Complaints Procedure

If you have been in contact with one member of staff in particular then please contact them directly. If the problem needs escalated then please email: [email protected]
Last updated at 12:15 PM 08/04/2015 by allAgents

Awards won by Pinnacle Letting & Estate Agents, Cathays CF24 4EG



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