100% sales valuation accuracy
100% sales fee satisfaction
83% lettings valuation accuracy
46% lettings fee satisfaction
Jul 20,2012
Jul 20,2012
7
people found
this helpful
this helpful
We have been renting a property through Frank Innes for 3 years. In hindsight, we should have known from the start that it was not going to be a good working relationship. In the beginning, we were trying to obtain information regarding the property and the staff at the agency were not forthcoming. This was in respect to issues as simple as plumbing points for washing machines and council tax bands. Eventually after a number of emails and a final, very irritated one we received a surly response which half answered our query and chastised us for our manner!
At this point they also insisted we had contents insurance, even though the contents were owned by us and therefore not their problem. I strongly suspect this was a commission chasing scam as we sorted out our insurance through a third party, which was not well received when we told them, and they attempted to convince us to buy their package instead.
Once we moved into the property things did not improve. Initially, none of our phone line points were connected to anything - they were just blank sockets screwed to the wall. We notified Frank Innes with a request that they be connected so we could use phone/internet/sky services, and again it took 5 e-mails sent over a four month period, culminating in a threat to visit our landlord and speak with him directly before we received a curt response with no apology or explanation.
We had a similar problem in communication when we had a plumbing fault in the W/C - a leak had sprung from somewhere and we could not identify where. It went from being a mild nuisance of having wet linoleum to the point where the plaster on the wall was becoming saturated with water and the carpet outside the room had become wet and musty - again a development that took months to deteriorate to this point, and despite our complaints about it Frank Innes appeared to have little concern for either our comfort or their client's property, which was by this point becoming damaged through no fault of our own.
Since this issue our shower door fell off it's frame - this was cheaply repaired only to fall off again shortly afterwards. This was eventually replaced in it's entirety, but the process took nearly 2 months to complete.
We have recently made the decision to leave the property and applied for our next one - only to receive a phone call from our potential new lettings agents informing us that Frank Innes would not release a reference until we had paid them a fee of £25 for it!
In summary, we have found the customer service offered from this company to be unpleasant, reluctant and unhelpful. They have proven on a number of occasions to be at best forgetful about maintenance issues and at worst wilfully ignorant. However they are extremely on the ball when it comes to taking money from you!
I would avoid any further relationship with them at all costs, and advise others to do the same.
At this point they also insisted we had contents insurance, even though the contents were owned by us and therefore not their problem. I strongly suspect this was a commission chasing scam as we sorted out our insurance through a third party, which was not well received when we told them, and they attempted to convince us to buy their package instead.
Once we moved into the property things did not improve. Initially, none of our phone line points were connected to anything - they were just blank sockets screwed to the wall. We notified Frank Innes with a request that they be connected so we could use phone/internet/sky services, and again it took 5 e-mails sent over a four month period, culminating in a threat to visit our landlord and speak with him directly before we received a curt response with no apology or explanation.
We had a similar problem in communication when we had a plumbing fault in the W/C - a leak had sprung from somewhere and we could not identify where. It went from being a mild nuisance of having wet linoleum to the point where the plaster on the wall was becoming saturated with water and the carpet outside the room had become wet and musty - again a development that took months to deteriorate to this point, and despite our complaints about it Frank Innes appeared to have little concern for either our comfort or their client's property, which was by this point becoming damaged through no fault of our own.
Since this issue our shower door fell off it's frame - this was cheaply repaired only to fall off again shortly afterwards. This was eventually replaced in it's entirety, but the process took nearly 2 months to complete.
We have recently made the decision to leave the property and applied for our next one - only to receive a phone call from our potential new lettings agents informing us that Frank Innes would not release a reference until we had paid them a fee of £25 for it!
In summary, we have found the customer service offered from this company to be unpleasant, reluctant and unhelpful. They have proven on a number of occasions to be at best forgetful about maintenance issues and at worst wilfully ignorant. However they are extremely on the ball when it comes to taking money from you!
I would avoid any further relationship with them at all costs, and advise others to do the same.
What agent could do to change your mind?
There is nothing that this agent could do to ever make me reconsider.Attached Filesnbsp;
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Latest Reviews
6th Dec 2024
reviewed by 'Sean'
22nd Feb 2023
reviewed by 'Rameeza Murtaza'
16th Oct 2021
reviewed by 'Robert'
12th Aug 2021
reviewed by 'Kelsey'
22nd Mar 2021
reviewed by 'Abbie'
18th Mar 2021
reviewed by 'Mark'
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 100% | 100% | £92,000 | £325,000 |
| Lettings | 83% | 46% | £400 | £695 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 1 | 4 | 3 | 5 | 2 | 0 | 0 | 0 | 0 | 3 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Dec 06,2024
Dec 06,2024
0
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Absolutely totally hopeless. Avoid at all costs. Totally clueless. Never again....
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Feb 22,2023
Feb 22,2023
0
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I had extremely good experience with Frank innes, I got my home with in one week, the staff is really helpful especially Loren and Michelle, always received my calls and provided me all information. I would highly recommend to contact them for your future property....
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Oct 16,2021
Oct 16,2021
0
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Do not give them a holding fee they told me that the property is available as soon as my reference checks have passed and then it wont be...They cost me hundreds of pounds in hotel bills waiting for a flat that was not ready ...
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Aug 12,2021
Aug 12,2021
1
people found
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this helpful
@FrankInnes absolutely appalling service!! I beg anyone to avoid this agent at all costs!!! I would advise using any other estate agent if you wish to receive any form of customer service or management. I've had nothing but problems with them! As a lanlord I've ...
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Mar 22,2021
Mar 22,2021
0
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We had a really positive experience recently when looking for a property to rent. Both Zoe and Michelle were extremely helpful and helped us find a property that exceeded our expectations! They were always on hand to answer any questions we had and have both ...
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Mar 18,2021
Mar 18,2021
0
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I received Very good service from frank innes Mansfield. Emily Riley was great and nothing was to much bother for her. i would definitely recommend using this estate agent. 10 out of 10...
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Dec 04,2020
Dec 04,2020
0
people found
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We are very happy and impressed with efficiency and the human care shown to us during the process of selling our house.
All staff of Frank Iness are helpful and knowledgeable and nothing was too much for them to help at any time.
I would ...
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Oct 10,2019
Oct 10,2019
0
people found
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Absolutely fantastic service and a lovely friendly team. Rented my property out in the first few days of being on the market....
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“From christian first comin out to see us.We felt very comforable leaving the sale of our property in the hands of the mansfield branch staff....”
Feb 02,2019
Feb 02,2019
0
people found
this helpful
this helpful
Excellant service from the moment Christain, first came out to see us. We were kept up to speed with viewings and feedback by both Becky and Daniel. 10 out of 10...
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Comment on agent fees
Good
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May 24,2017
May 24,2017
6
people found
this helpful
this helpful
Don't bother, dreadful service, nothing but problems with them letting my property from start. Charge me for things never done, then have to wait month for refund, charge you for things before there completed and without prior notice. Was advised to change tenancy and increase ...
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Comment on agent fees
Rip Off, paying for what???
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May 10,2017
May 10,2017
2
people found
this helpful
this helpful
Absolutely Dreadful Service
I rented with Frank Innes and had an awful letting with them from start to finish. Never called back when they said the Bungalow was going to be decorated before moving in which was not done was not even clean and mould ...
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Comment on agent fees
Bad very expensive with extremely poor servicre
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Jun 11,2015
Jun 11,2015
0
people found
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On our initial letting we were happy with the service given. When Kirsty Powers went on maternity leave things began to deteriorate. Messages left unanswered, denial of receipt of complaint emails, constant excuses about the I.T. systems failing. One example of the dilatory attention: ...
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What agent could do to change your mind?
We agreed the initial fees so have got to accept that was a contract. However, now that we have changed agents and are getting a first class service for significantly less fees, we feel, in retrospect that the fees charged were too high even moreso when taking into account the terrible service.Attached Filesnbsp;
Comment on agent fees
We agreed the initial fees so have got to accept that was a contract. However, now that we have changed agents and are getting a first class service for significantly less fees, we feel, in retrospect that the fees charged were too high even moreso when taking into account the terrible service.
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May 05,2015
May 05,2015
0
people found
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Im absolutly disgusted that i went to veiw a property was told some one would be there to meet me .. this did not happen to walk in on at my apppintment time to some one else viewing the property ... while in the property i left ...
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What agent could do to change your mind?
Agents should listen to message box before answering calls to prevent ignorance like accured .Attached Filesnbsp;
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Mar 08,2015
Mar 08,2015
2
people found
this helpful
this helpful
This is the second property we have rented from Frank Innes, we didn't have too many problem with the first house so stuck with them when we were told our previous landlord wanted to sell.
The property we're currently in when we viewed it seemed ...
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What agent could do to change your mind?
It cost us aroound ‚£1,700 to move in to this property! It's disgusting that they're happy to take your money and allow you to move your family in to a property with extensive damp and mould!Attached Filesnbsp;
Comment on agent fees
It cost us aroound ‚£1,700 to move in to this property! It's disgusting that they're happy to take your money and allow you to move your family in to a property with extensive damp and mould!
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Feb 18,2015
Feb 18,2015
2
people found
this helpful
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I have very bad experience with Frank Innes letting Mansfield office from the day one I move in the property. I found, They are worst lettings in my last five years of UK stay.
Issues
1. Rent Agreement was prepared with wrong rent amount and was ...
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Comment on agent fees
Charges are very high. I paid ‚£390 as admin fee
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Jul 14,2014
Jul 14,2014
0
people found
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I'm not sure what the connection is between Frank Innes and Countrywide but between them they provide no service whatsover. Very quick to extract money from both me and the landlord - despite their promises they did not sort out utilities transfer or council tax ...
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Apr 05,2013
Apr 05,2013
0
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They kindly arranged a viewing for us.
As they offered a weekday, my husband took a day off.
A few hours before the viewing (at appr. 11 am) they called me to cancel it as the current tenant decided not to move for one more month (...
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Jul 20,2012
Jul 20,2012
7
people found
this helpful
this helpful
We have been renting a property through Frank Innes for 3 years. In hindsight, we should have known from the start that it was not going to be a good working relationship. In the beginning, we were trying to obtain information regarding the property and the ...
read full review
read full review
What agent could do to change your mind?
There is nothing that this agent could do to ever make me reconsider.Attached Filesnbsp;
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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.
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