Purple Frog Property reviews in Birmingham, Bristol and Nottingham

Dear Oliver Sorry to hear your friend had issues with their tenancy. I appreciate that you are being protective of them by posting this. Who doesn't want to help a friend? However, I feel I should say that, as you don't have direct experience of using Purple Frog, your review is inappropriate. You are making serious claims about the business without having direct knowledge of the events you are discussing. As you aren't a tenant, you would not have been included in any of the discussions between Purple Frog and the tenants, around the issues you detail above. In terms of your assertion that we ask for money at every opportunity, our fees and charges are clearly published on our website: https://www.purplefrogproperty.com/contact-us/fees-charges/. We do not hide any charges and are upfront about costs from the very start. Tenants' deposits are protected by a third party and we make sure that tenants are fully aware of their responsibilities when moving out (for instance: https://www.purplefrogproperty.com/students/howtokeepyourdeposit/). This includes being transparent about possible deductions that they may incur. This gives them opportunities to sort these issues before the end of their tenancy, thereby avoid the deduction. While I don't doubt that your friend feels there were problems during the tenancy, you yourself aren't aware of the full facts. After all, you did not see the inventory that we provided at the beginning of the tenancy and you don't know how or why the boiler was mended. We are always happy to receive feedback from people who have had genuine experiences of using our services. If we have made mistakes, we are more than happy to speak to your friend and see what the issue is. To this end, I'd strongly urge that your friend contacts me directly at james.mason@purplefrogproperty.com, so I can find out about the actual issues they have had and see if anything can be done to set the issues right. In the meantime, as it stands, your review is a bit spurious, and I urge you to remove it as it is not based on a personal experience. I look forward to hearing from your friend. My email address is james.mason@purplefrogproperty.com and my direct dial is 0121 796 0041. Kind regards James Mason

Hi Harvey Sorry to hear that you're not happy with our deposit return process. Having looked at your tenancy details, I can see that you haven't received your deposit statement yet. The inspection document lists possible charges, but isn't the final document - that's the statement. Once you have your statement, you will be able to dispute any charges that you think are unfounded. One of the deposits team will look at all of the evidence and any deductions that should not have been added will be removed. We want any deductions to be fair. If you don't think that our dispute resolution is correct, you are able to raise the dispute with the deposit protection scheme that holds your deposit for you. Sorry that the inspection clerks forgot to bring the inventory with them. It is normal practice to bring it along. Unfortunately, with lots of inspections to do, sometimes people accidentally forget things. We ask you to sign the inspection report to say that you were present during the inspection. I understand that you declined to sign the document, which is of course your right. I do feel it's worth mentioning again that the check out inspection isn't the final charges. The charges that we add are to cover the cost of hiring cleaners and maintenance people to attend a property. I am sorry to hear that you think the way Purple Frog organises its moving out process makes us 'evil'. We try to make the process as transparent as possible. This includes sending emails before your tenancy ends to make sure you report any maintenance, as well as an explanation of possible charges and a list of what cleaning will need to be done. We also give out free cleaning materials. Your statement should be with you within 28 days of the end of your tenancy, provided we receive your bills and council tax proofs. This will detail the actual charges that have been made. If you are still unhappy after receiving this document, there is also a clear explanation of the dispute process included with your statement. In the meantime, we publish lots of information about deposit returns on our website. There's some information here: https://www.purplefrogproperty.com/blog/make-deposits-fair/ I sincerely hope that, once you receive your deposit statement, we can sort out any incorrect charges that might have been added, as described above. Kind regards James Mason James.Mason@purplefrogproperty.com

Dear Lawrence Sorry to hear that we only rate one star. Please could you drop me a line at james.mason@purplefrogproperty.com so I can find out what's wrong? Then we can start working on fixing what#s gone wrong. I look forward to hearing from you. Kind regards James

Dear James Sorry to hear that you're unhappy with us. I can't find you on our tenant database. Please could you drop me a line at james.mason@purplefrogproperty.com, so I can find out why we have only earned a 1-star review? Getting in touch will be the best way to sort this issue, as I don't know who you are or what's caused you to be disappointed in us. Kind regards James Mason

Hi Finn, Sorry we've disappointed you. We've had to cancel 4 times. Two definitely our fault. Others caused by a stranded lettings person and a car crash. We spoke to one of your group to explain. This message obviously hasn't got through, though. Kind regards James

HI Tey, sorry to hear that you've had problems. I asked Alex, the branch manager, to get in touch with you to see what's gone wrong and how we can fix it. Hopefully, we can rectify the issue and you can continue enjoying your student accommodation. If you need anything else and feel you need to speak to someone in head office, don't hesitate to drop me a line on james.mason@purplefrogproperty.com. Kind regards James Mason

Dear Oliver Sorry to hear your friend had issues with their tenancy. I appreciate that you are being protective of them by posting this. Who doesn't want to help a friend? However, I feel I should say that, as you don't have direct experience of using Purple Frog, your review is inappropriate. You are making serious claims about the business without having direct knowledge of the events you are discussing. As you aren't a tenant, you would not have been included in any of the discussions between Purple Frog and the tenants, around the issues you detail above. In terms of your assertion that we ask for money at every opportunity, our fees and charges are clearly published on our website: https://www.purplefrogproperty.com/contact-us/fees-charges/. We do not hide any charges and are upfront about costs from the very start. Tenants' deposits are protected by a third party and we make sure that tenants are fully aware of their responsibilities when moving out (for instance: https://www.purplefrogproperty.com/students/howtokeepyourdeposit/). This includes being transparent about possible deductions that they may incur. This gives them opportunities to sort these issues before the end of their tenancy, thereby avoid the deduction. While I don't doubt that your friend feels there were problems during the tenancy, you yourself aren't aware of the full facts. After all, you did not see the inventory that we provided at the beginning of the tenancy and you don't know how or why the boiler was mended. We are always happy to receive feedback from people who have had genuine experiences of using our services. If we have made mistakes, we are more than happy to speak to your friend and see what the issue is. To this end, I'd strongly urge that your friend contacts me directly at james.mason@purplefrogproperty.com, so I can find out about the actual issues they have had and see if anything can be done to set the issues right. In the meantime, as it stands, your review is a bit spurious, and I urge you to remove it as it is not based on a personal experience. I look forward to hearing from your friend. My email address is james.mason@purplefrogproperty.com and my direct dial is 0121 796 0041. Kind regards James Mason

Hi Tom, sorry to hear that you had problems. Unfortunately, I can't find your name anywhere in our tenant database. Please could you drop me a line at james.mason@purplefrogproperty.com, so I can find out more? I look forward to hearing from you. Best regards James

Dear Joe Thanks for leaving a star rating for us. Sorry that your experience of using our services only rates three stars. Please could you drop me an email at james.mason@purplefrogproperty.com, so I can find out what's gone wrong? I look forward to hearing from you. Kind regards James Mason

Thanks for your feedback. All the best Patrick

Thanks for your feedback. All the best Patrick

Dear Rose, sorry to hear you are unhappy with the service you have received from us. I have asked the branch to contact you directly, so they can get more information about the problem you're experiencing. If you would like to discuss the issues with someone from head office, you can contact me directly on james.mason@purplefrogproperty.com or at 0121 796 0041. Best regards James Mason

Hi Nandit Sorry to hear that you're not impressed with our service. Please cold you drop me an email at james.mason@purplefrogproerty.com, so I can find out what's wrong? Kind regards James Mason

Dear Rehan Sorry to see we only rate one star. Please could you drop me a quick email so I can see what the issue is and help you solve it? My email address is james.mason@purplefrogproperty.com. I look forward to hearing from you. Kind regards James Mason james.mason@purplefrogproperty.com

Thanks for your feedback. All the best Patrick

Dear Girlie, sorry to hear that you're unhappy with the service you've received from Purple Frog in Nottingham. Please can you email me at james.mason@purplefrogproperty.com so I can find out more? I look forward to hearing from you. Best regards James Mason

Thank you for your review. All the best Patrick