56% sales valuation accuracy
52% sales fee satisfaction
50% lettings valuation accuracy
34% lettings fee satisfaction
Dec 19,2017
Dec 19,2017
1
people found
this helpful
this helpful
Truly awful company - avoid at all costs!
A truly awful and unprofessional company! There are hardly any experienced and dedicated staff working there... Though when you get in contact with them they are friendly, they seriously lack knowledge in experience with dealing issues.
I've been in dispute with their staff on the deposit return statement for nearly two months now - and their statements on it is in complete shambles! Today you'll get this decision, tomorrow you'll get something different! It really feels like there's no transparency and work integrity at all! Their response time has been (as usual) painfully slow.
In a nutshell, the dispute has arisen because after a jointly completed inventory check of the house on handover day they've made a charge of £470 -- OK. Then months later, in their deposit return summary they've increased the charge by another £221 after their own "full inventory check"!
Some of the charges are just a complete rip-off: for example, they've made a charge for the replacement of a single IKEA shelf of a wardrobe (literally a plank of painted wood) of £42! Upon looking on IKEA's website for the cost of this item I found it to only cost around £5. I've e-mailed them this finding, and they've stated they need the rest of the money for labor. So apparently, Purple Frog's contractor requires £37 to put a plank of wood into a wardrobe - who seriously buys this.
After e-mailing several times to them about this and several other issues, I now unfortunately find their deposit manager to not have read my e-mails properly and answered to his/her own "item in dispute".
Probably the most shocking factor was (and this is the main reason I would discourage first-time tenants from using this companies) that they claim an full inventory check conducted by them WITHOUT my signature, conducted WITHOUT my presence, and WITHOUT photographic evidence can be used as evidence to make a charge? This is legally incorrect and people should know their own rights!! Only a signed inventory by both parties is evidence!
1/5. Avoid at all costs!
A truly awful and unprofessional company! There are hardly any experienced and dedicated staff working there... Though when you get in contact with them they are friendly, they seriously lack knowledge in experience with dealing issues.
I've been in dispute with their staff on the deposit return statement for nearly two months now - and their statements on it is in complete shambles! Today you'll get this decision, tomorrow you'll get something different! It really feels like there's no transparency and work integrity at all! Their response time has been (as usual) painfully slow.
In a nutshell, the dispute has arisen because after a jointly completed inventory check of the house on handover day they've made a charge of £470 -- OK. Then months later, in their deposit return summary they've increased the charge by another £221 after their own "full inventory check"!
Some of the charges are just a complete rip-off: for example, they've made a charge for the replacement of a single IKEA shelf of a wardrobe (literally a plank of painted wood) of £42! Upon looking on IKEA's website for the cost of this item I found it to only cost around £5. I've e-mailed them this finding, and they've stated they need the rest of the money for labor. So apparently, Purple Frog's contractor requires £37 to put a plank of wood into a wardrobe - who seriously buys this.
After e-mailing several times to them about this and several other issues, I now unfortunately find their deposit manager to not have read my e-mails properly and answered to his/her own "item in dispute".
Probably the most shocking factor was (and this is the main reason I would discourage first-time tenants from using this companies) that they claim an full inventory check conducted by them WITHOUT my signature, conducted WITHOUT my presence, and WITHOUT photographic evidence can be used as evidence to make a charge? This is legally incorrect and people should know their own rights!! Only a signed inventory by both parties is evidence!
1/5. Avoid at all costs!
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24th Nov 2023
reviewed by 'L'
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24th Nov 2023
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23rd Aug 2022
reviewed by 'Karly'
18th Jun 2021
reviewed by 'Anonymous'
Opening Hours
Address
Purple Frog Property Ltd
189 Dawlish Road
Birmingham
West Midlands
B29 7AW
01212702722
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 56% | 52% | £0 | £0 |
| Lettings | 50% | 34% | £270 | £2,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 2 | 0 | 7 | 29 | 0 | 0 | 0 | 0 | 0 | 2 |
Areas covered
- B29
- B17
- B15
- B13
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Nov 24,2023
Nov 24,2023
0
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Would absolutely NOT recommend purple frog - read this
On the 23rd of September I moved into my flat. Prior to that I spoke to the landlord and he said that's fine he will drop the keys off at the office, I also messaged abder, ...
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Nov 24,2023
Nov 24,2023
0
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Would absolutely NOT recommend purple frog - read this
On the 23rd of September I moved into my flat. Prior to that I spoke to the landlord and he said that's fine he will drop the keys off at the office, I also messaged abder, ...
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Nov 24,2023
Nov 24,2023
0
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Would absolutely NOT recommend purple frog - read this
On the 23rd of September I moved into my flat. Prior to that I spoke to the landlord and he said that's fine he will drop the keys off at the office, I also messaged abder, ...
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Nov 24,2023
Nov 24,2023
0
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Would absolutely NOT recommend purple frog - read this
On the 23rd of September I moved into my flat. Prior to that I spoke to the landlord and he said that's fine he will drop the keys off at the office, I also messaged abder, ...
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Aug 23,2022
Aug 23,2022
2
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WORSE letting agents! Daughter moved in to the filthiest house, broken furniture in most rooms , Old tenants belongings left in house, no WiFi set up (still 21 days later) emergency exits blocked, no keys given for individual room- had to call emergency locksmith that they have ...
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Jun 18,2021
Jun 18,2021
0
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Purple Frog will do nothing to maintain your property and will steal deposits from tenants. We were unfortunate enough to get Akash who is blatantly underqualified, has no idea what he is doing, and communicates like a stroppy child when asked to do repairs or ...
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Apr 29,2021
Apr 29,2021
1
people found
this helpful
this helpful
DO NOT use Purple Frog. Take your money literally anywhere else.
Initially they "forgot" to return our holding deposit, and we had to ask for it back.
The house has been in a state of disrepair the whole time we've been here. Because of this ...
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Sep 10,2020
Sep 10,2020
1
people found
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this helpful
If less than 1 star was available they would get it, terrible communication if any. Have to chase them for any update, most staff don't know how to return calls or messages and a constant poor attitude to any enquiry.
Only person worth any mention Nadine ...
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Aug 24,2020
Aug 24,2020
4
people found
this helpful
this helpful
Avoid at all costs! Awful agency, take your money and don't care about the service. House we rented was full of previous tenants rubbish, disgustingly dirty and had over 30 issues or damaged reported. Didn't get any of this sorted till 3 months into tenancy. Now at ...
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Jul 15,2020
Jul 15,2020
1
people found
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this helpful
Absolutely terrible company. I can't stress enough how bad and rude they are. Save your money and do NOT go to this place. They refuse to acknowledge that they are responsible for a lot of issues and then continue to be rude about it. Never ...
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Jun 22,2020
Jun 22,2020
4
people found
this helpful
this helpful
Literally the worst letting agency company I have came across, dealt with the Nottingham branch and the staff was beyond incompetent to say the least, on several occasions they would randomly add hundreds to the amount that was meant to be paid - luckily we ...
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Apr 17,2020
Apr 17,2020
2
people found
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this helpful
Honestly - one star is kind. It would be zero if the website let me do it. If you're a student and looking for a house in Selly Oak please avoid Purple Frog at all costs. They never cleaned our house from the beginning, we ...
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Mar 31,2020
Mar 31,2020
0
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Honestly wouldn’t even rate this company 1 star. Their service is awful and for them to say that they care about their tenants is a massive exaggeration to say the least. I have had problems with them ever since I first moved into my studio ...
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Nov 18,2019
Nov 18,2019
1
people found
this helpful
this helpful
Appalling company.
I would imagine most of these 5* reviews are from people who are yet to move into the property. They're lovely when you're thinking of signing. They'll go above and beyond to help you, so I can't fault them on that. Do note however ...
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Sep 03,2019
Sep 03,2019
1
people found
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I don't know from where to start from. We rented a 2 bedroom apartment in Cardiff, Westminster House. from 7th September 2018, even though we wanted from 15th (they said they can't keep it for so long for us so we need to compromise - okay). On ...
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Nov 18, 2020
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I dont need to talk to you anymore or contact you anymore. I ve got my deposit back after a huge unnecesary fight. Thank god this horror finished. I just wish this agency shuts down and more people avoids stress and such harsh living conditions. The money that was stolen from me from the beggining of the tenancy, buy candles let R.I.P this apparment or something.
Let this review be an awareness spread.
Cheers! ...
Mar 27,2019
Mar 27,2019
2
people found
this helpful
this helpful
When we first moved into our property we reported many problems with it. This was done on the day we moved in 1st July 2018. We did this in order to have all the issues with the property fixed before we returned full time at the ...
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Comment on agent fees
bad
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Jul 10,2018
Jul 10,2018
5
people found
this helpful
this helpful
Company with only one aim, to try and rip off students. Left house in 10x cleaner state with no damage done and they try to claim charges of over 300 pound. They shall not be getting a cent from any of us.
Absolute disgrace avoid at ...
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Comment on agent fees
Bad
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Dec 19,2017
Dec 19,2017
1
people found
this helpful
this helpful
Truly awful company - avoid at all costs!
A truly awful and unprofessional company! There are hardly any experienced and dedicated staff working there... Though when you get in contact with them they are friendly, they seriously lack knowledge in experience with dealing issues.
I've ...
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Dec 20, 2017
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(1)
Dear Zhiheng
We have provided you with photographic proof of why the charges have been applied and discussed the charges with you on multiple occasions.
Following our response to your initial dispute, you weren't happy. We escalated your dispute to our Deposits Manager, who investigated your points and replied.
As you are clearly still not happy with our response, I suggest you take your dispute to the DPS, as you are entitled to.
At the start of your tenancy, we shared the inventory wit ...
Nov 27,2017
Nov 27,2017
1
people found
this helpful
this helpful
Purple frog was the worst letting agency I have ever come across. We had pre-agreed terms prior to moving into our property. Upon moving in, none of the agreements were met. After constant contacting purple frog to deal with this they either “forgot†or they ...
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Dec 13, 2017
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In regards to the start of our tenancy I met with a number of law advisors, who advised us to walk away from the contract at the beginning of our tenancy and that we were completely free and able to do so. Upon trying to tell your staff that, he lied in my face and tried talking to me like I'm a dumb student. I understand you have a lot to deal with however.. I think as a company treating students as adults might be a better way to start. From the beginning and we aren't the only ones who feel t ...
Oct 09,2017
Oct 09,2017
1
people found
this helpful
this helpful
Over 3 months ago (It is now October) we left our property which was let by Purple Frog Birmingham. Over that time we have been trying to get our deposit back. Since disputing those charges we received 3 weeks (and still going) of silence from the agents. ...
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Comment on agent fees
Bad - Unnecessary applications fees, extortionate tenancy agreement and inventory fees for template documents that are inaccurate and bear no weight against the documents they send you in the post.
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Oct 10, 2017
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Dear unhappy student
Sorry to hear you're having problems with your deposit dispute. Please can you contact me at [email protected], as a matter of urgency? Your dispute email should have been acknowledged and a full response received in 5 working days. Did you dispute with us or through the deposit protection agency? Please get in contact so I can investigate.
Looking at your comments about our agency fees, I'm a little confused.
We don't charge tenants for inventorie ...
“I'm very disappointed with PurpleFrog's …I'm very disappointed with PurpleFrog's ......”
Sep 11,2017
Sep 11,2017
1
people found
this helpful
this helpful
I'm very disappointed with PurpleFrog's …
I'm very disappointed with PurpleFrog's service. They are very disorganized; a lot of "chasing-up" is required for them to follow through with what they said they would do. Our experiences include:
1) Taking multiple e-mails and two months for them to ...
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Comment on agent fees
Comparatively on the expensive side; a rip-off for the quality of service to be completely honest.
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Sep 18, 2017
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(1)
Dear Zhiheng Lou
You have pasted this review across several sites. Please refer to my original answer which I have pasted below. I also note that, despite my offer to help you, I am still waiting for you to email me about this. Once again, I have reached out on several occasions asking you to email me directly.
Please can you email me with the requested information, so I can look into this for you?
My first response to you:
Dear Zhiheng Lou
Sorry to hear that you are disappoint ...
Jun 29,2017
Jun 29,2017
2
people found
this helpful
this helpful
Purple Frog have been great throughout the tenancy at fixing problems that we have and have generally been friendly throughout. However when it came to getting the deposit back they were charging extortionate rates for very little work that needed doing. They tried to charge ...
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Comment on agent fees
The fees were standard at the start of the tenancy but for anything you have to pay to do with the house it is extortionate.
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Jun 30, 2017
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(1)
Dear Selly
Thanks for your feedback. Its really great to hear that you enjoyed living in the property and we sorted any issues that you had.
Im sorry to hear that youre upset about your check out inspection.
We try to do these inspections with one of the tenants present, so that you can see why weve added charges. We try to be as transparent as possible.
As you can imagine, it is a very busy time of year for us, as we have hundreds of tenancies coming to an end. That said, the pe ...
Mar 06,2017
Mar 06,2017
4
people found
this helpful
this helpful
In their naivety, my daughter and her 6 university student friends were cajoled into paying a £59 Admin fee EACH (£413!) without any understanding of what it was they were paying for. The contract that subsequently followed for their property was onerous to say the least and fundamentally ...
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Comment on agent fees
Very Bad
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Mar 09, 2017
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(7)
Dear Annie
Thank you for taking up my invitation to get in touch. I have actually just sent you a reply to your email.
If I have not mentioned this in a previous response, I apologise, but the reason that we thought your group had pulled out because of a change to the group size is as follows:
At the time of the events related to the review, none of the group had been in touch to explain that you were dropping out. We only discovered this when we were called by a parent asking for a r ...
Feb 01,2017
Feb 01,2017
2
people found
this helpful
this helpful
after 2 years and millions of emails i'm still waiting my deposit! all my emails ignored
absolute the worst company...
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Mar 06, 2017
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(1)
Hi Cesare
Sorry for the delay in getting back to you on AllAgents. However, I notice that on 2nd Feb, you got a reply from my colleague, saying:
Hi Cesare
Looking over the notes I can see that my colleague Emma-Leigh is the person who has been communicating with you about your deposit return.
We are still yet to receive confirmation that your bills and council tax was dealt with for the duration of your tenancy.
I have just spoken to the Ops Manager and she has confirmed that we c ...
Nov 25,2016
Nov 25,2016
3
people found
this helpful
this helpful
If I was a comedian this company would be one of my jokes.
Please tell me where you train your staff, I want to shut it down immediately. 0/5 should be an option for this business. In fact, Purple Frog is not a business, it is ...
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Dec 08, 2016
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(1)
Dear Charlie Thompson
I'm sorry to hear about your experience. I understand your frustration with the situation. One of the other tenants in your group also brought this to our attention. Unfortunately, the error was caused by human error. We would certainly never deliberately tell you something that was untrue.
The member of staff that you spoke to when you were told that you had secured the tenancy made a mistake and we are very sorry that it caused you such aggravation. I am delighted ...
Oct 22,2016
Oct 22,2016
3
people found
this helpful
this helpful
Extremely poor service the likes of which I have never experienced before, on arriving at our new house it was full of bags of rubbish and completely filthy. After complaining numerous times to various members of staff it took over a month for the house ...
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Dec 02,2015
Dec 02,2015
6
people found
this helpful
this helpful
Get the feeling that some of the good reviews on here are fakes. Perhaps Purple Frog are good to Landlords but as a tenant I have repeatedly found the customer service to be absolutely terrible. It seems they have been trained to just agree to ...
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Feb 22, 2016
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(1)
Hi There,
I'm not aware of any positive reviews on this site to be fake.
I'm sorry you've not been happy with the service you've received. We have recently started making the direct phone numbers available for members of our team so that you can reach an individual directly if they are available. We ask that you provide proof that you have paid your bills and dealt with your council tax at the end of your tenancy before deposits are returned; this is in accordance with the tenancy agreem ...
Oct 12,2015
Oct 12,2015
2
people found
this helpful
this helpful
The staffs are not helpful at all, rather arrogant. The house itself was appallingly dirty and even after requesting for maintenance numerous times, nobody turned up. No, I am not going to recommend this agent to anybody....
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Oct 24, 2015
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Hi There
I'm sorry to hear that you aren't happy with the service you've received. Please get in touch with me on 07817 793 828 or [email protected] and I would like to discuss how we can put things right for you.
Kind regards
Patrick (Co-Founder) ...
Jul 29,2015
Jul 29,2015
3
people found
this helpful
this helpful
I have been using Purplefrog as a Let-Only letting agent for 5 years. In this time the team has been highly professional and personable. They maintain good levels of communication throughout the letting experience. I feel that the team really care about letting out my properties ...
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Jul 23,2015
Jul 23,2015
3
people found
this helpful
this helpful
Our dealings with Purple Frog as three students starting their first year this September, has been absolutely fantastic! Sam has been a superstar and we can't thank her enough for all she's done for us. We have now managed to find a lovely house in ...
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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
No procedure set.
Last updated at 1:15 PM 25/11/2016 by James Mason
We have provided you with photographic proof of why the charges have been applied and discussed the charges with you on multiple occasions.
Following our response to your initial dispute, you weren't happy. We escalated your dispute to our Deposits Manager, who investigated your points and replied.
As you are clearly still not happy with our response, I suggest you take your dispute to the DPS, as you are entitled to.
At the start of your tenancy, we shared the inventory with you and you made notes and returned it. We then sent you an inventory which was completed after you vacated the property. The document that you sign at the final inspection is a final inspection report and it states very clearly that additional deductions might occur.
During your tenancy, the company took great pains to explain the deposit returns process, including possible charges and how to avoid them.
You are always treated with the utmost politeness and respect, by a team who are trying to help you sort the dispute. We do agree that the response to the escalation took a little longer than we would like, for this we are sorry.
However, every time you don't get an answer you like from the Deposits team, you leave a 1-star review for us on TrustPilot, where you receive a response from me.
I have explained to you previously that we will not discuss the details of a dispute on TrustPilot, as this is not the forum for these details to be aired.
The best course of action now is to dispute your deposit deductions through the DPS. This organisation is not affiliated with us and their dispute resolution will be objective.
There seems very little point in continuing this conversation on TrustPilot, as you will not get the resolution you are looking for, by posting reviews here and on other sites. I will not reply to updates you may post to this review or previous ones you have posted here or on other sites. I have offered you a way to resolve the problems you feel you are experiencing with the company.
Kind regards
James Mason
[email protected]