Newest first, from every platform, with the office each review is about. First names only.
★★★★★ 1/5
GoogleThese people have no idea what they are doing. Constantly losing paperwork requiring more extra work for you and giving out contradictory and misleading information about your property
Peter · 16 September 2017 · Purple Frog Property Birmingham
Agent replied
Hi Peter
Sorry to hear that you've been having problems with us. I'm a little confused, though.
Looking at our tenant database, you viewed some properties with us in 2013, but have never been a tenant with us. I have also checked our client database, but can't see you listed as a landlord. Are you reviewing us on behalf of a friend or partner?
If so, please could you arrange for them to contact me directly, so I can get to the bottom of this, on their behalf? My email address is james.mason@purplefrogproperty.com and my direct line is 0121 796 0041.
I see that you work for the university, so if you are relaying information from a student who is having problems, I emphasise the importance that they contact me themselves, so we can get any problems sorted quickly. Thank you for your cooperation, and I look forward to getting any issues sorted, as quickly as possible.
Best regards
James Mason
★★★★★ 5/5
GoogleMy experience today was amazing. Good explanation on houses. I had a man named Akash Nabi who was recpetive, able to answer all my questons. Very helpful.
Markell · 16 September 2017 · Purple Frog Property Birmingham
Agent replied
Hi Markell Wallace, thanks for posting your review. It's great to hear that you enjoyed your viewing. I have let Akash know that you found him to be so helpful. Thanks, Patrick.
★★★★★ 5/5
GoogleAkash provided excellent service, with charisma lovely to have him show me around
S · 16 September 2017 · Purple Frog Property Birmingham
Agent replied
Hi Samuel, thanks for your feedback about the team. I've let Akash know that you found him particularly charismatic to deal with! Thanks, Patrick.
★★★★★ 1/5
GoogleI'm very disappointed with PurpleFrog's service. They are very disorganized; a lot of "chasing-up" is required for them to follow through with what they said they would do. Our experiences include:
1) Taking multiple e-mails and two months for them to organize maintenance workers to sort out issues we have been repeatedly addressing to them.
2) One month delay to the instructions on how deposits are refunded. Communication with them on this regard has been slow and painful.
3) Sending many, unspecific and therefore pointless e-mails, which will spam your inbox. None of them, however, deal with your real issues.
If it weren't for the fact that most of the properties nearby the university are let by PurpleFrog, I would avoid them every time!
Barragehat · 16 September 2017 · Purple Frog Property Birmingham
Agent replied
Dear barragehat
*Please note, I have also posted this reply on the other review site you posted it on*
Sorry to hear that you are disappointed by the service you have received from us.
I've checked the maintenance logs for the property and can't see any reports that were open for two months. Please could you send me some more details, so I can investigate further?
Please could you forward me some of the emails you've sent to the deposits team about the issues you've been experiencing?
Looking at your deposit return, it looks like we are waiting for information from you so we can process this. We do make it clear that tenants need to provide several pieces of information, including bills and council tax information before we can return your deposit.
Are you referring to the automatic emails that we send to tenants before the end of their tenancies that explain the moving out and deposit returns process?
I can see from the database that we sent you three in total, on 23/06/2017, 26/06/2017 and 06/07/2017. These emails are sent out via the database and are sent to all tenants. The emails contain information that you need to know about moving out day and what information you need to supply, so we can return your deposit.
If you feel that the emails miss some important information, please could you let me know. They are meant to help you understand the end of tenancy process. If they aren't doing this, then your feedback is greatly appreciated.
In terms of the reviews, we do actively ask students and landlords to send us feedback. The reviews cover all sorts of experiences that our tenants have with us - good and bad, and for all different parts of our service.
One of the reasons that we use TrustPilot is that we want to be upfront with people. we're one of the only student letting agents in Selly Oak to use this service. Certainly, sometime we get things wrong, but the reviews should hopefully also show that we take all feedback very seriously and if we've made a mistake, we do try and make it right
Please could you drop me an email with the details of the maintenance issue, as well as the deposit queries you have? Also, any feedback on the automated emails that we send at the end of the tenancy, is gratefully received.
My email address is james.mason@purplefrogproperty.com.
I look forward to hearing from you.
Best regards
James Mason
★★★★★ 5/5
GoogleCouldn't recommend enough this student property agency! I had my viewings with akash, he was so helpful answering all my questions made choosing a property to rent super easy!
Shan · 16 September 2017 · Purple Frog Property Birmingham
Agent replied
Hi Shan, thanks for your feedback. It's really super to hear that you found your experience of finding student accommodation to be so easy. I've let Akash know that you mentioned him specifically in your review. Thanks again, Patrick.
★★★★★ 5/5
GoogleAkash has been really helpful and patient with me in arranging a viewing for a house. I was doing my placement year and had to come to Birmingham from Surrey just for the viewing. He understood my problem and helped me arranging my viewing.
Anwar · 16 September 2017 · Purple Frog Property Birmingham
Agent replied
Hi Anwar thanks for leaving your rating, it's good to see you received 50-star service from the team. Thanks, Patrick.
★★★★★ 5/5
GoogleThe staff were very understanding and considerate.
I recommend them highly.
Uchenna · 16 September 2017 · Purple Frog Property Birmingham
Agent replied
Hi Uchenna, thanks for leaving your feedback. It's really encouraging to hear that you found the team so helpful. Thanks, Patrick.
★★★★★ 5/5
GoogleMy experience with Purple Frog was nothing short of excellent. My lettings negotiator Akash Nabi was particularly approachable as well as informative when helping me make my decisions. I would recommend to all.
Daniel · 16 September 2017 · Purple Frog Property Birmingham
Agent replied
Hi Daniel
Thanks for your feedback on your experience. I've let Akash know that you've mentioned him in your review. I hope you enjoy your new student home. Thanks, Patrick
★★★★★ 5/5
GoogleI had a wonderful and very friendly yet professional experience. The property was fantastic and so was the staff...Akash Nabi who showed me around did a lovely job and even took me back to view the property one more time despite his busy schedule that day...I rate Purple frog and I'd recommend it to anybody interested in houses that are very comfortable yet also affordable...there's something for everyone on Purple Frog 💯
Chris · 16 September 2017 · Purple Frog Property Birmingham
Agent replied
Hi Chris, thanks for your feedback. It's great to hear that you found the right property to meet your needs. I hope you enjoy living in it! I've let Akash know that you've mentioned him by name. It's always great to hear when members of the team go that extra mile to help people. Thanks, Patrick.
★★★★★ 5/5
GoogleFor my house viewing I had Akash to show me around a couple of houses for a university accommodation which would be best for me to stay in next year. He was very helpful and answered all my questions I needed to know. He was very comfortable to speak with and as I dont know the area very well he made me feel very positive to when I move into my new accommodation that I will be living in this year.
Krissy · 16 September 2017 · Purple Frog Property Birmingham
Agent replied
Hi Krissy, thanks for your feedback. It's great to hear that Akash made the experience of house hunting so comfortable. I have let him know that you have mentioned him especially in your feedback. Thanks for choosing Purple Frog to help you find your new student home. Thanks, Patrick.
★★★★★ 1/5
GoogleIf I was a comedian this company would be one of my jokes
Please tell me where you train your staff, I want to shut it down immediately. 0/5 should be an option for this business. In fact, Purple Frog is not a business, it is an absolute farce. Having found a house we like we were told time and again that the 'letting agent' (if they can be called that...) would phone us back. Nothing. On Monday we tried one final time and YES! We were confirmed the house! Having received an email of confirmation and paid the necessary fees, we were ready for our new house!
But wait...
Purple Frog had other ideas. Wednesday morning comes and suddenly we no longer have the house!! We had paid and been given confirmation, yet were suddenly denied, leaving us up the proverbial creek, with no paddle...
If the house had not been available, totally understandable. But the fact that the staff at Purple Frog guaranteed us this house with clearly no backing makes me wonder if this was a staff member at all! My only explanation is that it was 'bring your child to work day', and his kid picked up the phone. Surely no professional could make such a stupid mistake?
So, if you want a house, I recommend doing what I did: go somewhere else.
Charlie · 16 September 2017 · Purple Frog Property Birmingham
Agent replied
Dear Charlie Thompson
I'm sorry to hear about your experience. I understand your frustration with the situation. One of the other tenants in your group also brought this to our attention. Unfortunately, the error was caused by human error. We would certainly never deliberately tell you something that was untrue, or intentionally prevent anyone from moving into their choice of property.
The member of staff that you spoke to when you were told that you had secured the tenancy made a mistake and we are very sorry that it caused you such aggravation. I am delighted to hear that you found another house.
The manager of the team member has spoken to your lead tenant to apologise and has made sure that the admin fee was refunded in full, as soon as the error was brought to our attention. I repeat that the apology here and on the other review site where you have posted this message.
I'm sorry that you were given incorrect information, and I totally understand the disappointment that must cause - especially as you did not get the house you had your heart set on. The welfare of students is our primary concern, which is why we only deal with student lettings. On this occasion we let you down.
Your frustration is understandable, but sadly sometimes professionals do make mistakes. We have spoken to the member of staff that made the error and have made provisions to ensure that they don't make the same mistake again. They were mortified when they discovered that they had caused the issue.
I hope you can accept our apologies. We find thousands of students accommodation, every year and the whole team is disappointed that on this occasion we did not meet our own high standards and caused you such distress.
If you would like to discuss your experience with me further, I would be glad to hear from you. We use all feedback as part of our staff training, so your feedback will be gratefully received. You can contact me on 0121 796 0041 or my email at james.mason@purplefrogproperty.com.
Kind regards
James Mason
★★★★★ 1/5
GooglePretty useless all round.Bristol office anyway.
Last year my sons house was not ready even though the purple frog agency had arranged key pick up at their office with me & him Unsafe, still a building site. "the landlords fault" they said even though they were meant to have checked & done an inventory (none done). Moved in a month later but needed emergency accommodation. Private Landlord MARTIN KIMCHEE was totally unprofessional throughout the process also and blamed the agent & his builder. Throughout whole process no support as know captive market. After the term money deducted for some basic cleaning but even though there were huge out of pocket expenses due to initial mess up from PF and the landlord. (Apparently PF only managed the property, so not sure what they did for their cut apart from hand out keys to un-inspected slum like accommodation) But even though thee were emergency accommodation and double trips to make for some of the tenants and parents "it was ok according to PF because they moved in a month later and didn't have to pay for the 1st month"!!
Unfortunately not much people can do, the rules are stacked against complaints,Ombudsman, forget it, even with local EHO involved still requires heroics just to achieve basic standards and professional support for tenants. If wondering NO it was still a dump after the extra months time to prepare.
Stephen · 31 July 2017 · Purple Frog Property Bristol
Agent replied
Dear Stephen Stones
Sorry to hear that your son had problems with his student accommodation last year. I understand that you have been in touch with the branch about the situation. If you would like to speak to someone at head office about the issues you mention, please can you get in contact with me? My contact details are: james.mason@purplefrogproperty.com; tel: 0121 796 0041.
I look forward to hearing from you.
James Mason
Head Office
Purple Frog Property
james.mason@purplefrogproperty.com
0121 796 0041
★★★★★ 1/5
GoogleAvoid purple frog like the plague, especially if you are a student. we rented with them this time last year and they continuously ignored requests for Maintence; we were without a washing machine for 2 months (despite it being a part of our inventory) and they refused to reimburse us for laundrette money. We didn't have curtains or a Hoover (again both items listed in our iventory) throughout our whole tenancy, despite repeated requests for them. When one tenant lost their key, they refused to let us cut a new one ourselves but did not cut a new one by the end of our tenancy (if at all) so said tenant was without a key for 6 months of his tenancy. In addition to this, they would arrange house viewings without letting us know, one time I got woken up by people in my room who had come to look at the flat! The list of issues we had with them was endless, however the worst part was the amount of money we were charged when we moved out, we cleaned the flat to the stipulated standard yet somehow we got charged over £400 in cleaning fees.
DO NOT rent with purple frog, particularly students; they will do the bare minimum to assist you throughout your tenancy and attempt to charge you extortionate amounts when you move out. If you are a student you don't have to settle for this poor quality service there are plenty of other decent agencies out there in Bristol!!
Jess · 31 July 2017 · Purple Frog Property Bristol
Agent replied
Dear Jess, Sorry to hear that you had such a poor time in your student house last year. I've looked you up on our database and it seems that you were living in a let-only property. This means that the landlord was responsible for maintenance, including the issues you mention with the hoover, curtains, washing machine etc.
In fact, I have looked through our maintenance log for your tenancy and none of these issues were reported to us. The same is true of the key situation. I can see from our database that you collected your keys from the landlord, so they would have been responsible for any issues that you experience with this. Again, there are no notes recorded on our database that you raised these issues with us at the time.
With regards to the issue with arranging viewings at the house, we send notices 24 hours before attending a property, usually as texts. I'm sorry that on one occasion you were surprised by someone attending a viewing. I realise that it was over 12 months ago, but I have asked the branch to look through any notices that they sent. If you can remember the date that this took place, it would be very useful, so we could match the dates with our list of viewings.
I am sorry that you felt that the deposit charges were unfair. While we did organise the end of tenancy cleaning, it was your landlord who secured your deposit for you. We simple arranged for the cleaning and then passed the invoices to them. You should have been given the opportunity to dispute any charges that you felt were unfair. For houses that we manage, we make it clear that you are free to question any charges that are applied. Our deposits process is explained here: http://www.purplefrogproperty.com/blog/zen-deposits/. If your landlord did not give you the opportunity to dispute, please could you let me know? Purple Frog needs to know if one of the landlords we work with is not giving their tenants an opportunity to dispute a charge.
Obviously, your experiences at the property have affected you enough that you felt the need to write a review a year after you had moved out.
We are concerned that a property that we found for you turned out to be below expectations and that you struggled to have issues sorted out. To this end, the Bristol branch has forwarded your comments to the landlord, to make them aware that you left the property feeling unhappy with your experience.
That said, I feel that your review is incredibly unfair to Purple Frog - the issues that you mention have nothing to do with our agency. You did not raise them with us at the time and then, 12 months after the fact, post a review criticising us for things beyond our control.
Had you mentioned your maintenance issues to us while you lived in the property, we would have intervened with the landlord on your behalf - the safety, security and happiness of tenants is always our priority.
I hope that you reconsider the fairness of your review and take it off Google. We are happy to receive and address feedback based on the services that we provide. In this instance, I do not feel that the review does this.
If you would like to discuss your experience with me, so I can pass more details to the landlord, please feel free to contact me on james.mason@purplefrogproperty.com or by calling my direct line on 0121 796 0041.
Best regards, James Mason
★★★★★ 5/5
GoogleVery helpful and friendly- 10/10 service!
S · 31 July 2017 · Purple Frog Property Birmingham
Agent replied · 30 July 2023
Hi Sophia, thanks for your review of the Selly Oak team. It's great that you found the team so helpful and friendly! Thanks, Patrick
★★★★★ 5/5
Googlegreat property advice, very approachable staff, would highly recommend 👍🏻 …
Richard · 31 July 2017 · Purple Frog Property Birmingham
★★★★★ 5/5
GoogleGreat property advice about our flappy bottomed fence.
They've never failed to deliver.
Phil · 31 July 2017 · Purple Frog Property Birmingham
★★★★★ 1/5
GoogleAbsolutely terrible place to live
Jordan · 22 June 2017 · Purple Frog Property Nottingham
Agent replied
Hi Jordan, sorry to hear that you're having problems with the property that you rent from us.I'm very keen to find out what the problem is with your accommodation, so our Nottingham team can get it sorted for you. I can't find you listed on our tenant database, though. Please could you get in touch with me at james.mason@purplefrogproperty.com or call me on 0121 796 0041 so I can find out what the specific issues you're experiencing are and we can set them right? I look forward to hearing from you. Best regards, James.
★★★★★ 1/5
GoogleIt is really disappointing for the staff who are working for selly oak office. It is been five mouths that we finished the contract abd I paid very bills, I still cannot get my deposit. They are really irresponsible and unreasonable. As a student who do not have a job, that mount of money is really important for me. but it seams they do not care about that. (A bloody lesson, Chinese people must not be deceived, let alone trust the Chinese second landlord who randomly asks you to share a room with you. The so-called Xi Yingzi, who is studying PHD materials at Bertrand University, is a scoundrel. He rents out public rooms privately and deceives us as an intermediary. Damn it, and refused to refund the deposit. It seems that there is no direct connection between quality and academic qualifications. I hope you will make a fortune with this money. "I wish your family to be happy until death!"
Mingru · 25 November 2016 · Purple Frog Property Birmingham
Agent replied · 19 June 2024
Hi Mingru
Update 17 November 2016: We have established that you cannot access your deposit because the lead tenant has not released the money from the deposit protection service. This is not something we are able to control, as the money is held by the deposit protection service - a separate agency to Purple Frog. However, we have contacted the tenant on your behalf. Following the deadline for the other tenant to respond, we will now contact the deposit protection service again. We will organize for your individual contribution to the deposit to be paid directly to you. Please bear with us while we sort this out. One of my colleagues in the deposit team has emailed you with the details. Hopefully we can get this sorted for you!
Again, if you wish to speak to me about this personally, my email address is james.mason@purplefrogproperty.com.
Sorry to hear that you are having problems. Please can you email me at james.mason@purplefrogproperty.com so I can investigate the problems you're having in more detail?
I look forward to hearing from you, so we can sort this issue out.
Many thanks
James Mason
★★★★★ 1/5
GoogleRating only, no written review.
Laura · 16 September 2016 · Purple Frog Property Bristol
★★★★★ 5/5
GoogleRating only, no written review.
Elinor · 16 September 2016 · Purple Frog Property Bristol
Agent replied
Hi Elinor
Thank you for rating us!
★★★★★ 1/5
GoogleAvoid at all costs. Don't even deserve one star as hated it is an understatement. Worst customer service I have ever experienced. Some of the staff are very rude, once you've paid your rent you're worthless.
A · 16 September 2016 · Purple Frog Property Bristol
★★★★★ 1/5
GooglePoor agency. The only way to get any maintenance done was to repeatedly send emails and get defensive, even when the showers broke, the chairs were rubbish, and you might as well have not had curtains with the curtains that were in the property. It took weeks for any maintenance issues to be done. There were huge cracks in nearly all the walls. The Windows rattled and really needed to be replaced about ten years ago. They refuse to get any maintenance issues done even when it was health and safety related such as the banisters and shower headsfalling down and nearly knocking people out on several occasions. Don't go with purple frog
Fran · 16 September 2016 · Purple Frog Property Bristol
Agent replied
Hi Fran. Thank you for posting the review. I'm very sorry that you've had maintenance problems. I have tried to contact you to discuss the problems you've experienced, but couldn't reach you. Please could you give me a call on my direct line 0121 796 0041 or email me at james.mason@purplefrogproperty.com, so I can help resolve this?
★★★★★ 5/5
GoogleGreat experience letting out several properties with Purple Frog, they handle everything professionally and in a friendly manner. Highly recommended
Richard · 16 September 2016 · Purple Frog Property Bristol
★★★★★ 5/5
GoogleI have used Purple Frog for several of my properties. They have all been let quickly, with no fuss, and for the rents I requested. Couldn't have asked for more. I would highly recommend Purple Frog to other landlords.
Oliver · 16 September 2016 · Purple Frog Property Bristol
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
