50% sales valuation accuracy
20% sales fee satisfaction
50% lettings valuation accuracy
29% lettings fee satisfaction
Jun 30,2014
Jun 30,2014
1
people found
this helpful
this helpful
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 and we decided to pay to take the flat off of the market straight away. We were given application forms which we filled in the same day and inquired about possibly moving into the property sooner due to my personal situation. We were told that as soon as a flat withing the complex became available, we would be able to move in earlier and transfer to the flat we wanted when the current tenant moved out (25th June). waited two weeks for details of our application process and heard nothing. Visited the office and they told us everything was fine, they just needed guarantor forms, we got these filled out and returned within a couple of days but one signature was missing on each (due to unclear instructions). We returned with the correct signatures a day later and were told that every thing should be sorted soon and "We'll give you a ring". Waited another week and heard nothing back so we walk in to the office again, to be told that the application would be handed over to rachael, who would 'start the application process' (should this not have been started the day we handed it in along with £200, three weeks prior?). Asked again about a move-in date, told they would proceed "With a view to moving you in on Friday 27th/Saturday 28th June. We'll give you a call to confirm." No phone call by Wednesday 25th June, so in we went again, now talking to rachael, as our application had been "handed over to her'. we asked if we were still okay to move in on Friday, and were told that no information about an early move in date had been given by Adam, but that they had found that a piece of my guarantor's application was missing ( I gave them both a hard copy and E-mailed one across). But she'd ask him when he returned and "Give us a call". the next day we had received no phone call, but HAD received a cryptic text message about internet in the property, so i visited again to ask about this text and resent the "missing" form, to be told that it was an automatic system (when we both ticked the 'Do not share my personal information with third parties' box) asked again about moving in (supposed to be the next day) and told us that they had no information yet, but - you guessed it- they'd "give me a ring". Still no contact by Friday - moving day! So in we went again, to be told that they were waiting for the references from previous landlords and had just started the credit check process (5 weeks after initially taking the application forms). Called again yesterday as I had arranged for family to come and help us move in and have now been told that my guarantor has failed the credit check (which they could have started sooner, giving me time to find another guarantor), so they need to contact the landlord to see what he says about the situation, and they'll "give us a ring when they know more". By 4PM we had still not heard anything so tried calling back to find a closed office, which is closed until Monday - when my current tenancy expires and I'm left effectively homeless by the incompetence of Frank Innes.
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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Latest Reviews
22nd Apr 2021
reviewed by 'Roberto'
19th Jan 2020
reviewed by 'Ruta'
29th May 2018
reviewed by 'Miss'
6th Aug 2015
reviewed by 'Haritha'
7th Jun 2015
reviewed by 'Adam'
16th Apr 2015
reviewed by 'UnhappyCamper'
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 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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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
this helpful
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
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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(1)
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
this helpful
this helpful
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 ...
read full review
read full review
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
people found
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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
people found
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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
this helpful
this helpful
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
this helpful
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
people found
this helpful
this helpful
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
this helpful
this helpful
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
this helpful
this helpful
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
people found
this helpful
this helpful
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
people found
this helpful
this helpful
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.
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