Trusted Agent profile · West Midlands and Nottinghamshire
Verified
★★★★★
1,788 reviews across 3 offices and 1 platform
Purple Frog Property has three offices, in Birmingham, Bristol and Nottingham (West Midlands and Nottinghamshire). Together they have 1,788 reviews on 1 platform, rated 4.0 out of 5 overall.
Purple Frog Property's three offices, most reviewed first. Each has its own page.
Showing 1,788 reviews on Google only. Show every review
5/5
GoogleThank you for handling my case.
Hi Yung Sorry to see we only rate 1-star. Please could you email me at james.mason@purplefrogproperty.com, so I can find out what's gone wrong? Once I know what the issue is, we can try and set everything right. I look forward to hearing from you. Kind regards James Mason
5/5
GoogleLeah was really helpful
5/5
GoogleLeah was great.
1/5
GoogleSTUDENTS AVOID AVOID AVOID! No idea how this company hasn't been shut down. Awful staff, awful mistreatment of tenants and good luck on trying to get your deposit back. No maintenance, large hidden costs and a company incapable of basic maths.
Dear Marnie Sorry to hear that you're not happy with the service you have received. You have not received your deposit back because you are in rent arrears by a considerable amount. If you have cleared the sum since it was last discussed with you, please let our accounts team know so we can update this and return your deposit. You can reach them at accounts@purplefrogproperty.com. Sorry to hear there were maintenance problems at the property. I can see that you had to report the dryer malfunction twice, but that we completed all reported maintenance at the property. Please could you email me at james.mason@purplefrogproperty.com with some information about how the team has mistreated you? I cannot see anything in your tenancy notes that would suggest this has happened. But if anyone on the team has treated you unfairly, we do need to know. I look forward to hearing from you. Kind regards James Mason
1/5
GoogleDo yourselves a favour and never use this company. My tenancy finished end of June and I have still not received my deposit back despite reluctantly agreeing the final settlement amount in August. I have been told they have no trace of my dispute despite sending copies of my emails with various members of the team. To go into all the issues regarding our deposit dispute would take far too long but believe me, they are a nightmare!
Dear Georgia Sorry to hear that you are not happy with the deposit returns process. I can see that you sent your original reply to one of the team who had left for maternity leave. When you sent that message, you should have received an automated response explaining that the person would not be available to answer emails and giving you an alternative contact address. The statement that you received does explain that all disputes must be sent to the deposits@purplefrogproperty.com or through the dedicated page on our website. It's unfortunate that your message wasn't picked up. However, I also feel that we sent you two messages that explained the process for sending your dispute so it would be processed and returned in good time. That said, we told you that your deposit would be released within five working days of a settlement being reached. I understand that it is now seven working days. I am sorry for this delay. The deposits team has assured me that your payment will be with you by the end of the week. If you haven't received the payment by Friday afternoon, please would you let me know and I will personally follow up your payment for you. My email address is james.mason@purplefrogproperty.com. I hope that this helps and you are assured that your deposit is on its way. Kind regards James Mason
1/5
GoogleWhatever you do stay away from this agency. They will do anything to not return you the deposit . Maintenance is terrible and the staff are very bad at replying to your complaints. STAY AWAY
5/5
Googlegood communication throughout
5/5
GoogleLeah! Helped us with our contracts and our housemates Novation Agreement
1/5
GoogleThe worst company ever. We are students so didn’t need the house in the summer but we had a 12 month contract which we agreed to. They then contacted us and said that if we could leave the house a month early for other tenants to move in we could keep that months rent. So they gave us a new move out date which we all did. Gave our key back and moved everything out of the house. They then went back on this and said that the other tenants had pulled out so they wanted to re charge us for the month even though we had all moved our and given keys back. They then took it out of the deposit we put down at the start. Joke of a company.
Dear Fraser Sorry to hear you found moving out a stressful experience. You are right, the move out has a headache. It was for us too. The new tenants asked for the different dates and then changed their minds. Unfortunately, not everyone on your joint and several contract signed the amendment letter which said you were happy to end the contract early. Without this letter, the original contract was still in place. I'm sorry that this happened. If all tenants had signed the document we would have been able to honour the new date, whatever happened with the other group. I understand that this is annoying and understand that you are angry about it. We did speak to the tenants at the time to say we were sorry and explain what this meant. Kind regards James Mason james.mason@purplefrogproperty.com
5/5
GoogleI am from amber student and Leah has helped me very much
1/5
GoogleAVOID AT ALL COSTS regardless of how good the property is: Quite honestly the worst company I have ever had the displeasure of dealing with. The complete lack of organisation within the Bristol office would be quite alarming for any business let alone one that caters for peoples living needs. If you register an urgent problem with the property you can expect a 2-3 week wait before that problem is actually fixed and it will take about 3 emails and 6 phone calls before anyone even bothers to register your issue on their system. In one instance we had rodents within our property that took well over 3 months for the problem to be actually dealt with to an acceptable standard which shows the companies complete disregard for the safety of its tenants. PurpleFrog also showed a unique inadequacy to be able to actually communicate with us. In one instance the individuals that were moving into the property after us turned up to the house with no prior warning from PurpleFrog and said that they had been given permission to view the house whenever they felt like it. Also, when we were reduced to using one shower for 10 people whilst our other shower needed maintenance, PurpleFrog never communicated to us when the plumber would be over so we would often miss him and the problem was delayed for weeks on end. Perhaps the most frustrating part of dealing with this company was their constant attempts to hold onto our money for as long as possible. We received our deposit in the middle of November having processed our request at the start of September. You are passed from person to person within the organisation in what seems to be a desperate attempt to retain as much as your money as possible. Even when they finally produce a deposit statement they will try and charge fees that they will pluck out of nowhere just to make sure they can screw you one last time. The only time this company seems to move fast is if you threaten them with some form of action. Do not give any of your money to this company under any circumstance.
Dear Simon Sorry to hear that you have had problems with maintenance at your property. Looking at your tenancy, I can see that the property manager was in regular contact with you and the other tenants. I am alarmed to hear that you had to chase us on several occasions to find out information about your maintenance issues. Please could you drop me an email at james.mason@purplefrogproperty.com with some examples of emails that we ignored? I will then raise this with the branch. I can see that you reported a problem with mice and that we sent out a pest control contractor who laid bait and traps. Unfortunately, mice are wilful little blighters: they don’t necessarily leave after one visit from a contractor. That is why the pest control person visited several times over the course of two weeks. This is the normal course of action with any infestation. To sort the problem takes time. After the pest control contractor visited, we sent another contractor to close the holes where we suspected the rodents were appearing. We couldn’t do this before, as pest control needed access. Sorry that you had problems with the shower. We do publish timescales for acting on and solving these types of maintenance issues. I can see that in this case we were within these timescales. (https://www.purplefrogproperty.com/maintenance/.) In the case of your broken shower, we sent contractors who initially couldn’t identify what was wrong. Because they could not solve the fault, we replaced the whole unit for you. This took two weeks. Sadly, ordering parts often takes a long time. This is out of our hands. When we conduct viewings at properties, we NEVER allow prospective tenants to arrive unannounced or unaccompanied. If we meet groups at a property, they may arrive before us, but that doesn’t give them the right to just invite themselves in. You should also have been given good notice that a viewing would be taking place. I realise that it is too late now that your tenancy has ended, but you are under no obligation to let a group in if they arrive unannounced. In fact, I recommend not letting them in. You should also let us know that a group has turned up, it may be that they have got the wrong date or time. Sorry that you had to wait for your deposit to be returned. We received your final bills proof on 15th October. I can see that we sent the statement on 2nd November. This is later than our published aim of five working days. I am sorry for this delay, as it has obviously caused you some distress. You sent us your bank details so we could pay the deposit on 6th November. On 13th November, we paid you the deposit. This is within the five working days, which we told you the payment would take. We do advise tenants that, after you have left a property, there may be deductions from the deposit. This is used to pay for any additional cleaning or maintenance, beyond usual wear and tear. Yes, sometimes deductions are put on your statement which have been added by mistake. That is why we give all tenants the right to dispute anything that is on their statement that they disagree with. We explain how we try to make the deposits process as clear as possible on our website: https://www.purplefrogproperty.com/blog/make-deposits-fair/. Again, sorry that you felt you we treated unfairly by us during your tenancy. I am particularly concerned that you say we ignored messages from you. As mentioned above, please could you send me some examples of these, so I can find out what went wrong? My email is james.mason@purplefrogproperty.com. I look forward to hearing from you. Kind regards James Mason
1/5
Googlecalled up this place last week looking for a house viewing. talked to some fella on the phone n he told me a date. called up again today on the date we was meant to visit and apparently i dont have a viewin. this filled me with pure rage all I could see was red, had to have a drink of room tempereture Stella to stop me hitting the missus again. all i wanted wanted to do was move in to a knew gaff with the old wife n kids bfore christmas. absolutly not good enough.
Dear Phil For the sake of your family and your own humanity, I strongly suggest you find help for your alcohol abuse and your problems with domestic violence. Sorry we couldn't set a viewing up for you. But as we only provide student accommodation there wouldn't have been any suitable accommodation. Thanks Purple Frog
5/5
GoogleThanks again to Leah for the great service Xx
1/5
GoogleThe staff are uncooperative, incompetent and clearly don't know how to do their job. I have made two viewings with this company and have called in the morning on both to be sent over the exact address specifics, as requested by the company, and both times have been told that i'm not even in their systems let alone in their diary for a viewing. Complete and utter waste of time
Dear Izzy Sorry to hear that you're unhappy with your viewing booking. Please could you send me some more information about how you booked your viewing? We haven't been able to locate your message in the mailbox requesting a viewing and have only got notes for one conversation you had with the team on the phone. If we have missed information from you, we need to find out why. Please drop me an email at james.mason@purplefrogproperty.com, so I can find out more. I look forward to hearing from you. Kind regards James Mason
1/5
GoogleWorst company ever they wasted all our time saying we had a booking with the house when they hadn’t even booked us in which we found out on the day! Clearly this company is incapable of doing the simplest of tasks and caring for tenants and potential tenants which is absolutely disgusting
Dear Rizzan Sorry to hear you had problems with your viewing request. Please could you drop me a line at james.mason@purplefrogproperty.com with some more information about how you made your booking? I look forward to hearing from you. Kind regards James Mason
5/5
GoogleLeah was really helpful on the phones today 5 starts from me
5/5
GoogleBooked in a viewing very quickly and easily with Leah Wyre
1/5
GoogleDisgraceful , deplorable, contemptible and dishonourable . These words don't begin to describe just how bad a company that Purple Frog Bristol are. They are thieves who steel deposits from students and / or their families using lies ,false charges and a bullish attitude with the hope of wearing you down so you will just give up. Or like myself make you more determined to get your money back. Avoid at all costs unless you don't really want your deposit back without a fight. Also read all the other posts, they speak for their self , the only good reviews are written by landlords or i assume their staff.
Dear Pmc Michael Sorry to hear that you think our deposits process is unfair. We do not get any financial benefit from deposit deductions. These are used to pay for cleaning and maintenance of a property that is needed beyond normal wear and tear. That doesn't mean that we don't make mistakes. If you think we have made deductions that we shouldn't have, you can dispute these. There is information on how to do this on our website, here: https://www.purplefrogproperty.com/blog/make-deposits-fair/. As also explained in the above link, if you do not feel you have been treated fairly during your dispute, you can also dispute with a third party. We do not allow staff to write reviews about the company. We do use TrustPilot to collect and collate a range of views about Purple Frog. You can read these, here: https://www.trustpilot.com/review/purplefrogproperty.com. I hope that this puts your mind at rest that we are trying to steal from you. It couldn't be the furthest thing from our minds. I also hope that you find the information about how to dispute deposit deductions of use. Kind regards James Mason james.mason@purplefrogproperty.com
5/5
GoogleHelped us throughout sorting my housemates replacement process. Thanks to Leah who assisted us step by step making it really straight forward
5/5
GoogleLeah was absolutely amazing, so helpful and patient! Can only highly recommend.
1/5
GoogleWhere do I begin? I have recently quit my job at purple frog due to the way they work, it is disgusting. They encourage you to avoid subjects with customer like paying back deposits and maintenance. I was a uni student once myself and having to live in a house supplied by them I wouldn’t wish on my worst enemy. They also employ the most pizza brain staff I have ever met, booking a house viewing is easy right? Wrong, try booking with purple frog and you will be let down on the day of your viewing and made to make a new viewing a week or so later. Please for Christ’s sakes avoid purple frog at any cost, they are nothing but low life, scamming, heartbreaking, family crushing scum.
Dear Leo You have NEVER worked for Purple Frog Bristol. To claim some sort of inside knowledge of our practices is a lie. Beginning a review in which you question our honesty by making a false claim against us is totally inappropriate. If you have a genuine grievance against us, please feel free to email me at james.mason@purplefrogproperty.com. However, please immediately remove the mendacious and dishonest comments you have made about the company and team on a public forum. Once you have done this, I am more than happy to discuss any genuine issues you have had with us. Thank you James Mason
5/5
GoogleLeah was very helpful yesterday.
1/5
GoogleIt has generally been a shambolic service throughout. Avoid at all costs. Securing the room: Trying to secure room in the flat took over 4 weeks of me calling them because they never called back, even if promised to 10 minutes later. I later found out this was because although they accepted my admin fees and promised the room to me, they were still considering another party. It just felt incompetent and poorly managed. A strange lack of respect for someone who was trying to pay them over £5000 They had sent through the contract and tried to charge £600+ extra in rent and additional admin fees, and then missed the final postage when it came to sending me the keys. Flat condition: was quite run down on entry with damage to the carpets, grimy ceiling tiles, marked walls, faulty bedroom door lock and parts pulling away from bathroom skirting. My bedroom light also emits a weird buzzing noise at times. Some of this we requested fixing and the promise of a week has long since passed with no further contact. Amenities: The showers are terrible and non power, picture using a watering can. The tumble dryer does not actually dry your clothes, it merely makes them a warmer form of damp. There is a mix and match of sofas in the living room and no TV provided. The remainder of the property is outdated especially in regards to the single oven between 7 of us. The other, more annoying issue appears to be the frequency that the fire alarm goes off. This went off on a near weekly basis, late at night and often had to wait over an hour plus for Purple Frog representative to turn the extremely loud sirens off. The first time took so long we called the fire brigade out, whom also could not reach them. Maintenance: Extremely slow. I had a leak in my roof for several weeks, over 8 bucketloads, which on inspection the previous attempt to stop it had been a small rag over the split pipe. A fire took place in the dustbin outside my window, which although took care of the rat problem, left me with a broken window that took an age to repair. Luckily the non-removable bars left me with a feeling of safety form any theft, but a fear that a further fire could be endangering as both fire exits lead to the same door?? Deposits: They are now trying to withhold our deposits owing to a clear admin error on their behalf when we moved in. Many deductions were made including £30 to clean a room which was spotless (I spent 5 hours tidying it). Tried charging for cleaning of other rooms which we were promised would not need doing on our checkout inspection. They do not reply promptly and have not provided adequate reasons for any of the charges or delay. Fees were charged for clearing the landing and stairs, despite being a ground floor flat and never using those facilities. Would i recommend? Absolutely not.
Dear Christopher Sorry to hear you are unhappy with the service you received from us. I'm a bit confused about your comments about trying to charge you £600 extra. Do you mean that the rent shown on the contract was wrong? It is against the law to charge you over the published price. However, sometimes clerical errors are made. That's why we urge tenants to read their contracts and ask questions, before signing them. Our fees are published on our website and are considerably lower than some other agents in the area. You would have been told what the fee was when you decided to take the property. Yes, there was a delay in sending out your contract. I'm sorry about that. The other tenants at the property told us that they wanted to find housemates themselves and we had to wait for them to sort out what they wanted to do. Sorry to hear that you had problems with your maintenance. Please could you send me some of the messages that you sent that weren't responded to, so I can raise this with the branch? My email address is james.mason@purplefrogproperty.com. In terms of your comments about the property, we realise that it isn't the most modern place available. However, it is let as shown, unless we know that there's a refurbishment due. We also price rents accordingly. We did not advise that there would be a TV in the property. We always advise students to view several properties, are upfront about available amenities and would not pressure anyone to live in a place they were not happy with. In terms of fire safety, the property were you lived had two fire escapes that you would have had access to in case of an emergency. You are right: the fire alarm did go off a lot. This isn't something we can control, as it is a safety mechanism, and was triggered by tenants smoking in their room. There were several culprits and we sent warnings and reminders to all tenants that the property is 100% no smoking. Alarms are handled by staff during office hours and a dedicated out of hours contractor when the office is closed. Unfortunately, because none of these people are onsite, the alarm will sound until they have arrived. If you feel that you have been unfairly charged deductions, you are able to dispute them. There is information on doing this, here: https://www.purplefrogproperty.com/blog/make-deposits-fair/. There seems to be some confusion about the charges for the stairways, as I cannot see them on your statement. I could of course be wrong. If you have been charged for this cleaning, please dispute it, as explained above. Yes, the initial error that has caused the delay to your deposit was our fault. We have already communicated with the tenants about this on several occasions. We are working with the tenants to sort this problem as quickly as possible. Obviously, the error has caused you some annoyance and I am sorry that it's made returning the deposit slower than we would like. Again, please could you send me some information about the unanswered maintenance reports, so I can find out what went wrong? I look forward to hearing from you. Kind regards James Mason
5/5
GoogleLeah has been helpful over the phone and via email where she granted us an extension on our contracts saving us a lot of stress and worry. Now everything is complete we can not wait to move in
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Birmingham has the most, with 762 reviews rated 4.4 out of 5, followed by Bristol with 562.
The three Purple Frog Property offices, by town:
