Newest first, from every platform, with the office each review is about. First names only.
★★★★★ 1/5
GoogleAweful company who dont return deposits on time... Its been 2.5 months and they still havent returned it
TheOnline · 16 September 2019 · Purple Frog Property Nottingham
Agent replied
Dear Online A-Level Tutor
Sorry to hear that you've had issues with your deposit.
Please could you drop me a line at james.mason@purplefrogproperty.com so I can find out more?
Also, please could you check that you have completed the following actions:
1) You have returned any bill proofs that we asked for before the end of your tenancy
2) There is no arrears at the property when you left
These issues sometimes slow down sending deposits out.
Also, if you have raised a dispute this will need to be settled before the deposit is returned.
There is more information on the deposit process online, here: https://www.purplefrogproperty.com/blog/make-deposits-fair/
In the meantime, if you email me at james.mason@purplefrogproperty.com with more information about your tenancy, I will be able to ask the deposits team about the progress of your statement.
I look forward to hearing from you.
Kind regards
James Mason
★★★★★ 5/5
GoogleAmazing service returning our deposit. Was sceptical at first as people had said it was hard to get your deposit returned by purple frog. However. Leah returned our deposit in a timely manner and helped me with all of my queries and worries super fast. We had pre agreed on cost that would be taken from our deposit (a cleaning company to come in and clean our property when we left) and was super brilliant
Chloe · 16 September 2019 · Purple Frog Property Nottingham
Agent replied
Thanks for your feedback.
All the best
Patrick
★★★★★ 1/5
GoogleTerrible company. While I would hope that your experiences aren't as bad as mine, seeing what other students have been through (some far worse) I wouldn't bet against it. Clearly nobody there is proud of the work they do, because of they were, they would do a better job. I feel deeply sorry for any student that winds up having to deal with the embarrassment which is purple frog. If you have the chance to avoid them, then do. Please.
What happened? Let's just say you should be prepared to do A LOT of chasing to get your deposit back. They advertise that they aim to get your deposit back to you within 28 days. SPOILER: it's a lie. In total it took me 3 months to get my deposit back, and whatever they reply to this comment to make themselves appear more innocent, please don't believe them. It took them around 42 days JUST to get my council tax documents. The funny thing is that students don't even pay council tax!
After this mysterious problem was eventually sorted, I was sent an incorrect deposit statement which charged us for damages which were caused by their maintenance men. We eventually managed to resolve this by sending them proof (for the second time) that we had reported the incident. Of course, they weren't able to sort this out themselves. After a week of no replies, I had to call them to ask if they could look at the email I sent. On top of this, they tried to make each tennant overpay by making four of us each pay a third of the cost. Good try purple frog.
Even after I received a deposit statement which was correct (after 2 AND A HALF MONTHS). They still didn't manage to get it back to me within the 5 working days they told me it would take. After around 10 days I had to angrily call the office and demand my money be returned immediately. And guess what - they gave me my money back! (minus £4 which I am STILL chasing after). I am completely baffled how a company can make this many mistakes.
This company DOES NOT want you to get your deposit back. They unnecessarily make the process much longer than it should be in order to hold your money for as long as possible (money problems? Or just very very poor organisation?) who cares, because when they do eventually manage to send you a statement, it will be wrong. And, in my experience, you will be (attemptedly) over-charged for something they knew you hadn't done.
Oh, I'd also like to add that when I moved into the property, my bedroom and bed was covered in dog hair, which I had to clean up as their offices were closed and I unfortunately had to sleep there. How is it even possible for a letting company to take such bad care of their accounts?
F · 16 September 2019 · Purple Frog Property Nottingham
Agent replied
Dear Young J
Sorry that you found our deposit process to be unfair.
We do explain the process for deposit returns to all tenants several times before the end of your tenancy.
I do take your point that some of the deposit returns have been much slower than we would have liked this year. Sorry to hear that yours was one of them.
You are right: students are exempt from paying council tax. Unfortunately, that doesn't mean that you can just live in a property without letting the council know that you are exempt. If you don't tell the council this, they will assume that you are eligible to pay the tax.
The reason why we ask for proof of the exemption is that councils will send debt collectors to a property to demand the unpaid tax. As student tenants tend to have short tenancies, this means that the debt collectors are banging on the door of new tenants. That is unfair to the new tenants.
As you are a Nottingham tenant, we sorted out your council tax exemption proof for you. I'm sorry that this took us longer than we had hoped.
Sorry to hear that some of the deductions on the deposit were added incorrectly. By the sound of it, you used our dispute process to make us aware that we'd added a charge we shouldn't have and it was removed.
The reason that we have a dispute process is because, inevitably, sometimes things go awry. We deal with thousands of deposit returns every year, and hundreds of properties. That does mean sometimes deductions are added by mistake or that we are not as familiar with the details of a property as the tenants are.
Neither we nor the landlords we work with receive any profit from deposit deductions. Any money that is taken is used to pay for cleaning or repairs, outside of normal wear and tear.
If you are on a joint and several contract, any deductions for communal areas will be split between all of the tenants.
There is an overview of the process here: https://www.purplefrogproperty.com/blog/make-deposits-fair/.
Sorry to hear that your room had dog hair in it. As a rule of thumb, we do not allow pets in our properties. Your room should also have been inspected and cleaned after the previous tenancy. If it was not, it is always worth telling us. As I mentioned above, we pay cleaners. If they're not doing their job, it's helpful for us to know.
I hope that, going forwards, your experiences in the rental market don't cause you as much stress as you seem to have experienced at the end of your tenancy with Purple Frog.
Kind regards
James Mason
james.mason@purplefrogproperty.com
★★★★★ 5/5
GoogleBook a Viewing via Robbie. Was shown around the property by Jordan. Both very professional and answered all my questions
Marc · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 4/5
GoogleZita at purplefrog is very helpful and sorts out any maintenance issues very promptly, which has been appreciated from all the tenants here!
Cerys · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 4/5
GoogleApart from a bit of confusion with times and days - Leah Cody Wyre who I was messaging via the live chat was very helpful and we managed a final booking. Would recommend :)
Issy · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 1/5
GoogleExtremely slow and unhelpful service regarding the deposits. I left my property three months ago and still have not received my deposit back. I am getting no response to my emails either, despite staff in the branch telling me that this is the most effective way to contact them. There have also been unfair and inconsistent charges between all tenants.The maintenance service is also very slow. I would not recommend using Purple Frog.
Beth · 16 September 2019 · Purple Frog Property Nottingham
Agent replied
Dear Beth
Sorry to hear that you're unhappy with the deposit return process.
Please could you drop me a line at james.mason@purplefrogproperty.com, so I can follow this up for you?
I look forward to hearing from you.
Kind regards
James Mason
★★★★★ 5/5
GoogleSpoke to Leah about a miscommunication regarding our contract. Was able to provide a quick explanation and resolve the issue.
Sachin · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 1/5
GoogleExtremely poor experience and I would 100% not recommend. We had problems throughout and purple frog did not care when we reported the majority of things and some stuff never got fixed despite us reporting it the whole year. Their ‘emergency maintenance’ Is also extremely poor and rude and tried to leave us with our door open all night as the lock broke. We also still have not had our deposits back despite leaving over 2 months ago and are frequently told that ‘their Systems are down’ or they are ‘short of staff’ or ‘I’ll ring you back in 30 minutes’ and of course never do. If I could give them 0 stars I would.
Naomi · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 1/5
GoogleAWFUL COMPANY. DO NOT USE. We have been waiting over 2 months for our deposit to be returned and are yet to receive even the deposit breakdown. I have called them every week, and each time the customer service team is awful. Their phone manner and general attitude is terrible, they couldn't care less and suggest that if we're unhappy then write a complaint. They told me we'd have the deposit breakdown by Monday, now it's Friday and they've said it will be at least another week. Awful company and just the worst experience.
Natasza · 16 September 2019 · Purple Frog Property Nottingham
Agent replied
Dear Natasza
Sorry to hear that you're unhappy with the deposits process.
Looking at your tenancy, I can see that your bills proofs were only returned on 4th October. We did ask you before your tenancy ended in August to provide this information. We sent this request several times and made it clear that we could not return your statements without it.
I have asked the deposits team to look into why there have been further delay in getting the statement to you. We try to return deposits 5-10 working days after we have received the information from you, sorry that it hasn't happened in this case.
Please could you send me more information about what was said to you on the phone? My email address is james.mason@purplefrogproperty.com.
You would have been told to write a complaint, as that is our official procedure if you want to escalate an issue you have with the company. The procedure is explained here: https://www.purplefrogproperty.com/not-happy/.
If you would prefer to use this method rather than emailing me directly, please do.
I look forward to hearing from you.
Kind regards
James Mason
james.mason@purplefrogproperty.com
★★★★★ 5/5
GoogleIncredibly helpful and easy to talk to - Leah Wyre thankyou
Eleanor · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 5/5
GoogleLeah is quick at responding via email and is always happy to help. Thankyou for your time leah
Maria · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 5/5
GoogleFrom Yubo and Tianxin at Lace street. Many thanks to leah whre helping us with everything throughout our tenancy with Purple Frog
Yubo · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 4/5
GoogleIn terms of house viewings, cameron was very helpful and knew all the answers to all the questions I bombarded him with which was a nice change from some other house viewings I had been to. He was very friendly and approachable.
Esme · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 5/5
GoogleOur viewings today were great. Charlotte who showed us around was very efficient and her help was very much appreciated.
Louis · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 5/5
GoogleLea has been helpful accommodating us with our queries .
Lihui · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 1/5
GoogleShould be the option to give 0 stars. Moved into a property in August to find the floors and walls dirty and things broken. Despite numerous emails and online maintenance forms since August things are still not fixed. Was told there would be a weekly cleaner but they haven't cleaned our flat once! An absolute joke. Will definitely be escalating a complaint. Wouldn't recommend anyone to waste time or money on a company that simply doesn't care.
Dione · 16 September 2019 · Purple Frog Property Nottingham
Agent replied
Dear Dione
Please excuse this late response - I did not initially see your review.
I am very concerned that you have been reporting issues and they are not being responded to. Looking at the maintenance log for the property, all of your initial maintenance reports were dealt with in excellent time.
The tenants reported an issue with the front door and two broken freezer shelves on 02/08/2018. The door was fixed on the same day and the job for freezer shelves ticked as completed on 03/08/2018.
I can't see any maintenance reports about cleaning.
Since then , I can see that there has been a handful of other maintenance issues reported, but all of these have been ticked as completed.
If we are missing maintenance reports that you are making this is a huge problem. Please could you email me at james.mason@purplefrogproperty.com with a list of the outstanding maintenance?
I will make sure that this is acted on by the maintenance team.
I have also asked them to look into why the cleaner is not visiting your apartment, as I can't see any reason why this should be the case.
I look forward to hearing from you, so we can resolve the open maintenance issues for you.
Kind regards
James Mason
★★★★★ 5/5
GoogleLea has been great with assisting us with signing our contracts
Tianxin · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 5/5
GoogleCameron was so helpful with getting the information to me about a van that crashed in to my car on my road. He has provided me with photo evidence with will help fight my case and I can’t thank him enough.
Esme · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 5/5
GoogleAppreciate the speedy responses and help. - Leah
Rebecca · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 5/5
GoogleLeah was very helpful and made the whole process easy!
Erika · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 5/5
GoogleI am a guarantor and as you can imagine it can be a very stressful process especially for my daughter as I am guaranteeing her first property! However Leah Wyre from purple frog made this process seem a lot less complicated than it actually is, putting me and my daughter at ease. Thankyou for all of your help, I can happily say she is now set up to move in for the next academic year!
Nicola · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 5/5
GoogleLeah was wonderful in assisting us with signing our contracts and getting everything complete on time
Daniel · 16 September 2019 · Purple Frog Property Nottingham
★★★★★ 5/5
GoogleThey have kind staffs, well attended, we were able to register and book a viewing in a few minutes, hope the property will be as good as the people working here, special thanks to Leah Wyre for making it happen so quick despite being the day after New Year's!
Monica · 16 September 2019 · Purple Frog Property Nottingham
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
