50% sales valuation accuracy
20% sales fee satisfaction
50% lettings valuation accuracy
29% lettings fee satisfaction
May 29,2018
May 29,2018
6
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Rating 0
I put my house on rent thru Frank Innes in 2008. They signed an agreement contract to rent my property, manage it, carry out regular checks and ensure the property would be well looked after. I was ensured I would find it as I left it! Originally all documentation were in place with a full inventory and pictures taken of the property, a set of 3 keys were left with them(2 for the tenants and 1 set for them) They told me to leave it as partially furnished as it would help to get a better rental rate. I left the property in a pristine condition as I was living there myself. The dining room had curtains, dining table n chairs, a book shelf. The sitting room a three seater with 2 beautiful sungle chairs n curtains. The kitchen had a fridge n washing machine. Both rooms upstairs had cupboards, curtains, mirrors and beds. The outside garden was easy maintenance with stones and a lovely bench.
Last year I contacted them to issue termination of rent to the current tenant and they took 5 months to just issue the termination. The tenant absconded from the property without, paying the last months rent and just posted the keys of the house back thru the letterbox. It was only when emailed them to ask/follow up if the tenant had moved out, was when they decided to call the tenant. They apparently called the tenant and mentioned that they had to carry out checkout procedures and keys were to be dropped of at the office. But this was after the tenancy had ended! The tenant replied, "I don't care do what you want."
They didn't follow up the end of tenancy! No keys were returned to the office and no inspection was carried out. They breached my contract with them as my estate agents!
I was then told they had no access to the property as they had no set of keys!
They had to change the locks to enter the property and charged me for it! ALL the furniture in the property was missing, from dining room sitting room, kitchen, bedrooms , not even a single curtain remained carpets torn and ripped, the garden was full of overgrown rubbish n just mud, there was just rubbish everywhere, including a front double glazed door damaged!
They deducted management fee every month from my rent with an agreement to ensure me that when I returned I would find the property as I had left it. They lied! They were very unprofessional, didn't reply to any of emails, did not abide with my contract with them to ensure they would carry out regular checks on the property despite taking a management fee without fail! They totally breaches my contract with them as my letting agents.
I was absolutely devastated when I saw the check out images. This showed me that they steal your money stating its their management fee to look after your property, but in actual fact they pocket your money and take advantage of people who they know are not with in England. They are conartists and took me for a very big ride. They even requested for up front payment from me for boiler repairs in February and threatened me to say the tenant will put charges against me! I immediately paid them over the phone and they DID NOT even carry out the repairs and kept my money till last week when I said it was illegal to con somone for repairs money and NOT carry them out. And they still went ahead and deducted £60 lying to say it was the contractor's fee and they still haven't sent me an invoice to prove this! I rented my property thru them for 10 whole years and they showed NO loyalty, or customer care and even refused to deduct the tenants deposit to repair the property, pay the last months rent or replace what was stolen from it. They only rented to 3 different tenants, but they stole everything from my house. Frank Innes is not loyal, very unprofessional and will breach contracts with their customers to make money from you, especially if you are not in ghe country. They will NOT check your property on a regular basis as they should and they will not ensure you will find your property as you left it. They will ensure things are taken from your property and they will ensure they run it down n make it inhabitable! They will NOT charge the tenant for damages to your property but they will charge you!
Do not trust them with your property as you will regret it. They have no customer loyalty.
I put my house on rent thru Frank Innes in 2008. They signed an agreement contract to rent my property, manage it, carry out regular checks and ensure the property would be well looked after. I was ensured I would find it as I left it! Originally all documentation were in place with a full inventory and pictures taken of the property, a set of 3 keys were left with them(2 for the tenants and 1 set for them) They told me to leave it as partially furnished as it would help to get a better rental rate. I left the property in a pristine condition as I was living there myself. The dining room had curtains, dining table n chairs, a book shelf. The sitting room a three seater with 2 beautiful sungle chairs n curtains. The kitchen had a fridge n washing machine. Both rooms upstairs had cupboards, curtains, mirrors and beds. The outside garden was easy maintenance with stones and a lovely bench.
Last year I contacted them to issue termination of rent to the current tenant and they took 5 months to just issue the termination. The tenant absconded from the property without, paying the last months rent and just posted the keys of the house back thru the letterbox. It was only when emailed them to ask/follow up if the tenant had moved out, was when they decided to call the tenant. They apparently called the tenant and mentioned that they had to carry out checkout procedures and keys were to be dropped of at the office. But this was after the tenancy had ended! The tenant replied, "I don't care do what you want."
They didn't follow up the end of tenancy! No keys were returned to the office and no inspection was carried out. They breached my contract with them as my estate agents!
I was then told they had no access to the property as they had no set of keys!
They had to change the locks to enter the property and charged me for it! ALL the furniture in the property was missing, from dining room sitting room, kitchen, bedrooms , not even a single curtain remained carpets torn and ripped, the garden was full of overgrown rubbish n just mud, there was just rubbish everywhere, including a front double glazed door damaged!
They deducted management fee every month from my rent with an agreement to ensure me that when I returned I would find the property as I had left it. They lied! They were very unprofessional, didn't reply to any of emails, did not abide with my contract with them to ensure they would carry out regular checks on the property despite taking a management fee without fail! They totally breaches my contract with them as my letting agents.
I was absolutely devastated when I saw the check out images. This showed me that they steal your money stating its their management fee to look after your property, but in actual fact they pocket your money and take advantage of people who they know are not with in England. They are conartists and took me for a very big ride. They even requested for up front payment from me for boiler repairs in February and threatened me to say the tenant will put charges against me! I immediately paid them over the phone and they DID NOT even carry out the repairs and kept my money till last week when I said it was illegal to con somone for repairs money and NOT carry them out. And they still went ahead and deducted £60 lying to say it was the contractor's fee and they still haven't sent me an invoice to prove this! I rented my property thru them for 10 whole years and they showed NO loyalty, or customer care and even refused to deduct the tenants deposit to repair the property, pay the last months rent or replace what was stolen from it. They only rented to 3 different tenants, but they stole everything from my house. Frank Innes is not loyal, very unprofessional and will breach contracts with their customers to make money from you, especially if you are not in ghe country. They will NOT check your property on a regular basis as they should and they will not ensure you will find your property as you left it. They will ensure things are taken from your property and they will ensure they run it down n make it inhabitable! They will NOT charge the tenant for damages to your property but they will charge you!
Do not trust them with your property as you will regret it. They have no customer loyalty.
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Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 50% | 20% | £0 | £0 |
| Lettings | 50% | 29% | £445 | £750 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 1 | 3 | 1 | 9 | 0 | 0 | 0 | 0 | 0 | 4 |
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Apr 22,2021
Apr 22,2021
0
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I am a Customer of Countrywide plc (Frank Innes), at Derby, Derbyshire for several years.
I personally know their Manager, mrs. Lydia Youle, and staff and the human-values behind the Countrywide brand are such that ....to be their Customers is a honour and a true ...
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Jan 19,2020
Jan 19,2020
3
people found
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this helpful
I am from India and was staying along with my colleague in UK for a year in a house let by Fank Innes. First of all the house was not given at the promised time. Taking advantage of our need, they gave us the house ...
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May 29,2018
May 29,2018
6
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this helpful
Rating 0
I put my house on rent thru Frank Innes in 2008. They signed an agreement contract to rent my property, manage it, carry out regular checks and ensure the property would be well looked after. I was ensured I would find it as I left ...
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Mar 12, 2022
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Very similar experience. Initially asked FI to sell my property and they were hopeless, no viewings in a month. Got someone else in and immediate viewings. Then decided to rent with a small company called NEST. Personal service from their main guy Matt. All went well until about 2014 when he told me the 'good news' - FI had bought him out. I was perturbed and told him I hope they're not as bad at lets as they are at sales.
They're even worse. They don't care a hoot for the tenant or the prope ...
Aug 06,2015
Aug 06,2015
3
people found
this helpful
this helpful
I am very interested in this property I saw on rightmove & called the office 1 week ago.After waiting for 25 minutes I finally got to speak to an agent.The first response was that the property did not belong to them despite me being very sure....
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Jun 07,2015
Jun 07,2015
0
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I'd like to leave a review to give some positive feed back on Frank Innes. I found the company very professional and easy to work with throughout the process of letting my property.
When I first had the agents round to negotiate a deal as ...
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Apr 16,2015
Apr 16,2015
0
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Awful service, no call back, broken promises. Late for appointments with no courtesy call to inform me. Poor communication, system failures that left me out of pocket. THE worst unorganised agents I have ever used! I am now switching agents to IMS....
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Comment on agent fees
Fees taken for contract that was never written up. Left me with a rolling month contract that tenants took advantage of and left. Left me with empty property and no communication.
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Jun 30,2014
Jun 30,2014
1
people found
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Walked into the office one day in May whilst browsing Letting Agent's windows for a property. Asked on a whim if they had any studio flats suitable for two students to share, was transferred to Adam, who showed us around the flats in the complex ...
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What agent could do to change your mind?
- process applications in time for tenants to move in. - Maintain any form of contact with customers. - Create better organisational structures to reduce the possibility of lost paperwork. - Implement a better computer system as "the E-mail server is down"/ "We;re undergoing IT maintenance" excuses get old, fast. - Have cases handled by a single employee from start to finish, to avoid miscommunications between staff members. Learn how to call customers, instead of repeated saying "We'll give you a call", but never actually picking up the phone.Attached Filesnbsp;
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Jun 14,2014
Jun 14,2014
0
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They have very poor communication and is difficult to contact them.I like the property they managed and secured it paying 200£ as a deposit.Today when going to sign the contract, I am informed that I need to pay 220£ for referencing plus 60£ of admin fees....
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What agent could do to change your mind?
Drop the fees downAttached Filesnbsp;
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Apr 14,2014
Apr 14,2014
0
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As soon as the property came up I rang but my call was not returned so I called again, "someone" will call me back. Wrong - each time (three before actually speaking to someone who felt able to take a booking enquiry). I then made ...
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What agent could do to change your mind?
As soon as the property came up I rang but my call was not returned so I called again, "someone" will call me back. Wrong - each time (three before actually speaking to someone who felt able to take a booking enquiry). I then made an appointment to view and when I rang to confirm the appointment I had made they had no record...so I made another appointment even though I was dubious about the appalling service. It's a good job I rang to confirm the appointment the day before driving 60 miles to view the propoerty since it had been let days before. I cannot believe the total and absolute incompetence. I have sold and am looking for a property in a different county, not to be the butt of the branches jokes. It would be nice if these pople had some consideration. I will be looking to buy shortly and will avoid any Frank Innes and subsidiaries like the plague.Attached Filesnbsp;
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Nov 11,2013
Nov 11,2013
0
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DO NOT EVER EVER EVER EVER EVER HAVE ANYTHING TO DO WITH THIS AGENT (ALSO KNOWN AS FRANK INNES IN DERBY)
the house wasn't cleaned when we moved in. We couldn't get in any other door than the front one because they forgot to leave ...
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What agent could do to change your mind?
Gone out of businessAttached Filesnbsp;
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Dec 14,2012
Dec 14,2012
3
people found
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been living in one of their properties for 3 years, its damp and finally had enough of noisy neighbours, renewal fees phenomenal, charge £60 to move a rent payment date, asked us to give 2 months notice and gave us no warning they were putting a board back ...
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Dec 14, 2012
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If they want to be difficult - dont allow them access for viewings. They can't force you allow viewings as legally, you have the right of quiet enjoyment and contract overrides contract - so it doesnt matter what it says in the tenancy agreement - if they ignore your rights, they will be in breach of the Protection from Eviction Act - which is a criminal offence. Remember, NO ONE can enter your home without your EXPRESS consent. Just a thought. ...
Sep 22,2012
Sep 22,2012
3
people found
this helpful
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AVOID AT ALL COST! The staff at the Derby branch of Frank innes are money grabbing, unreliable, unreasonable, dishonest and incompetent. Here are some of the reasons why this agency should be avoided;
-Communication no existent unless it benefits them.
-Losing ID documents e.g. ...
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What agent could do to change your mind?
Do there jobs properly!!Attached Filesnbsp;
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Jan 11, 2013
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I totally agree - see my review ...
Jun 21,2012
Jun 21,2012
4
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A very dishonest and unprofessional group.
I have dealt with Frank Innes on two differnet occasions.
FIrst time I wanted to view a house ;; kept posptponding the date of viewing saying that they could not get hold of key from the Landlord. Evetually viewed the ...
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May 17,2012
May 17,2012
5
people found
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They arranged viewings that they didnt bother turning up to waited for over an hour when i contacted them no apologie.
Was told no one else had viewed property and then told it was gone which to this day is still up for let .
Was ...
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What agent could do to change your mind?
COULD HAVE HAD SOME MANNERS THERE FREE IN LIFEAttached Filesnbsp;
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Jan 11, 2013
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Totally agree - see my review ...
Jan 23,2012
Jan 23,2012
3
people found
this helpful
this helpful
Nothing but trouble. Please stay away. I promise you that you will regret any dealings that you have with them. They are dishonest & very unprofessional. They have really messed me about, lied to me & about me & i am taking them to court....
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Oct 28,2011
Oct 28,2011
4
people found
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I recently rented a property through this company and have some constructive comments to make.
1) I received the email with the attachments for telecoms, insurance etc, at this point if I had wished to take up the offer I would have organised it but I ...
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What agent could do to change your mind?
Better communication and deal with any problemsAttached Filesnbsp;
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Aug 10,2011
Aug 10,2011
1
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Completely awful, I would recommend giving these agents a very wide birth, nothing but problems....
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May 10,2011
May 10,2011
5
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When dealing with a company that is nationally recognised I would have expected the service provided to at least meet basic standards.
It would appear I have been a little misguided in my expectation of the quality of care and standard of professionalism and service ...
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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 available.
They're even worse. They don't care a hoot for the tenant or the property. I have now found they regularly lied. The tenant reported several small jobs to them and were each time told the landlord wasn't interested. But I was never informed. My philosophy is to keep good tenants happy and these were good tenants. The upstairs shower leaked badly causing flooding and water damage. That was 2 years ago and it's been 'fixed' twice with further leaks, most of which I knew nothing about. The shower is stuck on max heat so the tenants haven't showered properly for 9 mths. Unbeknownst to me the plumber told the tenants 2 years ago that the shower needed replacing but I wasnt told this by FI.
The worst aspect in some ways is communication. I am contacted by a different person literally every time, and they tend to know nothing about my property. That's when you can reach them. They often don't answer the phone or reply to emails. They rarely understand the issue.
I had rent protection with them but that didn't stop some Spanish tenants leaving early and I lost a month's rent after the deposit.
Saw my flat again after 2 years. It looks a state. Water damage, broken sofa, broken toilet and bath seal,broken coat rail, all reported and nothing done about them.
My strong impression is they don't care about doing even a half decent job. Just collect their cut, aim to do the minimum repair wise and let your property rot. I have let them go...