Collection By Thornley Groves Altrincham reviews

★★★★★ 1/5

Trustpilot

Never RENT with this agency

If I could give less than 1 star I would. Never ever RENT with this agency. My boyfriend and I were renting a flat during 2 years, and this year (2023) they increased our rent to 50%, more £500 per month. We tried negotiate and they didn't care. Plus, we even tried to finish our contract a month year and offer someone that could start a new contract with them and they refuse. Making us pay one month of rent without being in the property. Honestly, they only care about business. The price range of the flats where we were living was around £1200-£1400, and they were asking £1500. We felt terrible and they didn't care about any of our situation. NEVER RENT WITH THEM!!!! If they want to get rid of you, they will.

Guest · 31 August 2023

★★★★★ 5/5

Trustpilot

Bravo!

I have a great experience of renting here. Eve is one of the kindest consultants I’ve ever met. She always replies my questions soon with patience and she often shares the latest letting properties which meet my demand with me. I appreciate the work she had done!

Yinrun · 24 February 2022

★★★★★ 1/5

Trustpilot

The agent GHOSTED me!

I'm very disappointed with my recent experience trying to view an apartment. I had an appointment confirmed for August 23rd at 3:45 - 4:00 pm, which required me to take a 30 minutes journey to get there. However, when I arrived on time, there was no agent to be found.The confirmation email didn't include any contact information, so I spent 5-10 minutes trying to reach customer service. They were unable to reach the agent and could only speculate that maybe he was on his way. I waited until 4:05 pm, but still no one showed up.With no prior notice or follow up, I had no choice but to leave without seeing the apartment. I then had to make the 30 minutes return trip home for nothing. This was an incredible waste of my time and energy.This was not my first appointment with your agency, though my initial experience was fine. This second encounter was unprofessional, disrespectful and warrants a 1 star review. Moving forward, I would appreciate greater respect for my time and clearer communication around any changes or issues with scheduled appointments. This was an extremely frustrating and disappointing experience.

Lo · 27 August 2023

★★★★★ 5/5

Trustpilot

Bought an apartment recently in Manchester..

Bought an apartment recently in Manchester. The level of service given by Thornley Groves was fantastic. Kept me updated on progress through to completion. Always friendly,helpful and nothing was too much trouble. Special thanks to Natasha and Stuart for all their help. Would recommend Thornley Groves to anybody looking for an estate agent willing to go the extra mile.

Matt · 27 July 2018

★★★★★ 1/5

Trustpilot

Challenge Thornley Groves on its £200+ "cleaning charge" deposit deductions

If you're a tenant here because Thornley Groves has slammed you with £200+ for "cleaning charges" on your deposit - challenge them immediately on it with TDS. This happened to me and has left me extremely dissatisfied with Thornley Groves' service.The estate agent industry is notorious for this type of thing (see the agency fees ban etc.) and there's even an article about this for Thornley Groves in The Mancunion (May 2023 - Google: "Dirty underwear, a broken boiler and £400 in cleaning fees: a laundry list of problems with Thornley Groves").When you get your checkout report with the cleaning bill do this:- Don't get angry, you've not done anything wrong. So long as you cleaned the property to a good standard that's fine and you need to make that clear to TDS (it is impartial as an adjudicator).- Confirm with Thornley Groves you don't agree with the checkout report and begin the claim through the agency (they'll send you documents). You can highlight why you don't agree with it in an email.- If you've got pictures of the flat when you moved in/out then great (go ahead anyway if you don't have any).- Check the TDS site and download the support document ("How to present your case to a TDS adjudicator") so you know what to write. It's important to follow the proper structure.- Calmly and patiently document as many details across the report as possible covering every single detail in the checkout report.Key to all this is to check your checkout report and charges invoice carefully. The report they sent me was packed with errors and after I flagged that up to TDS the adjudicator agreed with me and I got my money back. In fact, the TDS report was highly critical of Thornley Groves in many places and what they were trying to charge for. The lack of proper regulatory control over this industry is deeply, deeply concerning and this sort of behaviour has been going on for far too long now.What tenants can do about this is get out at the next general election and vote for a proper government to regulate this industry and get control measures in place to stop these sorts of charges.

Bruce · 26 August 2023

★★★★★ 5/5

Trustpilot

Satisfactory with Thornley Groves services

Thornley Groves has consistently delivered excellent customer service, and I would like to commend my current Property Manager, Akash Aponsu, for his exceptional assistance. Whenever there is an issue in the apartment, Akash consistently offers prompt and effective solutions. His responsiveness and willingness to help have truly made a positive difference in my experience as a tenant. I appreciate his dedication and professionalism, which reflect positively on Thornley Groves as a whole.

Henry · 29 February 2024

★★★★★ 5/5

Trustpilot

Friendly, welcoming and helpful

I was shown around a property by Kelly. She was friendly and welcoming from the get go. She was really helpful, talkative and allowed me time to look around the property and consider my options. I’d recommend having a viewing with her. Thank you Kelly.

Beth · 27 May 2022

★★★★★ 1/5

Trustpilot

👎 Would give 0 Stars if possible

👎 Would give 0 Stars if possible: Thornley Groves' service fell far below expectations. As a former tenant at The Quadrangle,Manchester, I faced prolonged issues like a faulty fridge and shower head, taking months to resolve. Communication was practically non-existent. The frustration continued when I sought my deposit refund, which is taking over a month with no response. I am still waiting. Being a student has certainly not been an advantage. Age should never be employed as an excuse to compromise on service quality. The treatment we have received and are still receiving makes me question whether Thornley Groves truly values any of its clients. I implore anyone considering renting with Thornley Groves to think twice. Unprofessional and disappointing. Cannot recommend.

Lucia · 23 August 2023

★★★★★ 1/5

Trustpilot

Inadequate and unprofessional handling of deposit deductions

Our tenancy ended on 30/06/2023. On 05/07/2023, we received an email stating several deductions would be made from our deposit. I replied on the same day highlighting that ALL of the issues raised existed prior to our tenancy commencing and could be seen on the check-in report (compiled by TG themselves).I was very unsatisfied that TG do not simply cross-check the check-in inventory report with the check-out inventory report, before emailing the tenants with proposed deposit deductions.With no response by 07/07/2023 (and several unsuccessful calls made to the Fallowfield Branch), I forwarded my concerns regarding the poor practice (not cross-checking check-in and check-out reports) to the Fallowfield Branch Manager, who very kindly replied on 10/07/2023 and forwarded my concerns to the Team Leader for Property Management, who also replied on 10/07/2023 acknowledging my complaint and attaching the complaints procedure, which stated I would receive a response within 7-working days (this was good practice).On 17/07/2023, I received a response from the Team Leader for Property Management, which provided no response or apology to the concerns raised and simply advised I would need to await a response from the original sender. The email also stated “it is clear you are frustrated at the checkout report”, I found this unprofessional and dismissive of the real concern, which is their inadequate business process.I responded to the above email on the same day, again highlighting that the process is inadequate as they should cross-check their reports before proposing deductions. I received a response from the Manager for PM on 18/07/2023, who further advised I would need to await a response from the original sender.On the evening of 18/07/2023, I finally received a response from the original sender (13-days after I originally replied), which confirmed the landlord would be requesting deductions for SEVEN different issues, with some issues being removed since the original email, presumably due me highlighting clear evidence this was not due to us, and one new item added (which again was damage present before our tenancy and could be evidenced by the check-in report). The member of staff advised me to raise a dispute if I was not happy with this. They acknowledged it was a tedious process but required to provide a ‘fair assessment of deposit claims’, the matter should never have resulted in a dispute being required, if the letting agent had acted professionally and conscientiously.On 19/07/2023, I raised a dispute with the independent scheme, and sent an email advising I had done this to TG on 20/07/2023. TG offered no response after this to myself or the independent scheme, and therefore the adjudicator found in our favour as tenants and the deposit was returned in whole.TG reply to reviews regarding deposits, on this site, with “all deposits are registered in an independent tenancy deposit protection scheme and we closely follow the schemes regulations”, but in our experience it was shown that TG attempted to take the deposit, but when a formal dispute was raised, they had no case to provide to the independent tenancy deposit protection scheme, and simply ignored their emails, meaning as tenants we did recoup our full deposit amount.One would hope this doesn’t mean TG ‘take their chances’ that tenants will not pursue a formal dispute and can therefore wrongly keep the deposit (without it ever passing under the nose of the independent scheme) …but with TG providing no evidence to the contrary, and not addressing their poor practices, it appears this may be their unprofessional and exploitative practice.I would remind all tenants that the onus is on the landlord / agent to prove the tenant is responsible for the damage. If in any doubt, pursue a formal dispute and have the matter reviewed by an independent adjudicator. It took 6-weeks from the date of the end of our tenancy for the decision to be made by the independent adjudicator…but we got our money back, despite TG’s poor practices trying to prevent this at every stage of the journey.TG MUST improve these poor practices to prevent other student tenants being wrongly denied their deposits.

Harry · 22 August 2023

★★★★★ 5/5

Trustpilot

Mike. Lomax’s Gas Services

I would like to thank Joe, our Contractor Liaison Officer and the team for making our recent transition to a Thornley Groves contractor from a recently acquired agent. The process was informed, constructive and professional, we look forward to working with the Thornly Groves team in the future.

Lomax's · 16 December 2021

★★★★★ 5/5

Trustpilot

Sophie was very helpful

Sophie was very helpful when helping us look for a new home for our 3rd year at university. She went through every detail with us to ensure it was all explained properly, and made the whole process so much easier.

Katie · 13 December 2022

★★★★★ 5/5

Trustpilot

I have been a client of Thornley Groves…

I have been a client of Thornley Groves for nine years and in all that time I have been extremely impressed with the service they offered, especially with the services of Emma Slabbert who has been our Lettings Manager for the last few years. She has been extremely helpful and has kept us up to date on our property.

Gillian · 16 October 2024

★★★★★ 5/5

Trustpilot

Kelly was adorable!

I called asking for viewing and they were nice to schedule all 3 one followed by the other on a Saturday, which helped us a lot!!Kelly McDermott was super lovely showing us these 3 houses, very nice experience! Thank you Kelly!

LV · 5 November 2022

★★★★★ 1/5

Trustpilot

I'm really frustrated with Thornley…

I'm really frustrated with Thornley Groves Estate Agents - Southern Gateway. I tried to connect with them about renting 'The Pulse Apartment, Manchester Street, Hulme, M16' right after it was listed on their website. But they didn't reply at all. The next day, I called them multiple times, but still got no response.I kept trying to contact them for several days, even reaching out to different Thornley Groves branches. Other branches answered, but they couldn't help me connect to the Southern Gateway branch I needed. It's tough for me to go to their office because I'm far away, but I didn't give up. I called and emailed many times to schedule a viewing, but they never got back to me.I was so frustrated that I even complained, but that didn't change anything. It's really disappointing how Thornley Groves Estate Agents treated me. I needed their help, and they didn't even bother to send an email or show any understanding.This whole experience has left me really annoyed and let down. I needed their support, and they let me down completely. It's frustrating to be in this situation when they could have simply sent an email to acknowledge my interest and offer some basic customer service.

Neha · 19 August 2023

★★★★★ 5/5

Trustpilot

My review concerns the quality of…

My review concerns the quality of service given by Mr Adeeb Ahmed from accounts. After a long back and forth with UKTenantsData for a reference, and neverending issues on their end causing delays and worry, Adeeb offered patient advice and help throughout and acted with urgency.Thank you Adeeb.

Sean · 9 December 2021

★★★★★ 1/5

Trustpilot

The worst letting agency I have ever…

The worst letting agency I have ever rented a flat from. Throughout our tenancy we had numerous issues with the apartment one of which being no hot water for over 6 weeks. We would constantly need to chase the propety manager for updates and would always recieve the famous reponse " I will call back once i have spoken to the landlord" but never recieve a call back. Our tenancy agreement finished 6 weeks ago, however we are yet to recieve the final inspection report or our deposit. I have spent weeks chasing Becky Finn and when asked to speak to a manager in charge as the lack of response I have received is beyond a joke I was passed onto the "team leader" Emily Sherratt who knew next to nothing about the situtation and in no way helped. After speaking to the landlord directly I found out he has also had several issues with Thornley Groves and it seems we are being penalised for unresovled issues between the two of them. I would avoid renting with Thornley Groves at all cost! the property managers couldnt care less and will out right lie to you.

Emma · 17 August 2023

★★★★★ 1/5

Trustpilot

Incredibly poor communication

Requested a viewing via Rightmove, clearly stating that we have a pet.I then received an email inviting me to book a viewing.During that whole process there was no mention of a pet, and the procedure was closed before any mention of pets was made.I then tried reaching out to them via phone, to get things cleared up. Since I really want to be sure that our 3 hour drive one way for a viewing would be worth it!After going through a menu over the phone, they simply stated that all enquiries should be made online.However, their website doesn't show anything but their logo! So no possibility to enquire online.And the confirmation email from the booking is via a third party, so emailing them also has no effect!They are horrible at communicating!

Jan · 15 August 2023

★★★★★ 5/5

Trustpilot

Positive experience dealing with the sales team

Had a lovely experience with Thornley Groves as they have provided me massive support in getting my property through.A big thanks to Natasha for recommending people that were perfect for getting this sale through to completion.I was having difficulty with my initial team and Thornley Groves has saved the day.

Andrew · 30 July 2021

★★★★★ 5/5

Trustpilot

Experience with Hana Begum​

Hana was attentive, professional and exceptionally fast at communicating between myself and the landlord. My contract was sent over within an hour of viewing the property! No complaints about the service she provided.

Megan · 18 July 2023

★★★★★ 1/5

Trustpilot

Inadequate customer service

Inadequate customer service. Lack of communication and difficult to contact staff as no one answering phones and mailboxes full. Still waiting for repair work despite logging issues in April. For example replacement windows and doors which are unsafe, and poor plumbing work resulting in a leak in the flat below. Additionally, we have paid for private repairs where we have deemed the property unsafe such as sparks coming from the dishwasher and replacing blinds that fell off the wall and using laundrette while waiting for repairs; despite sending invoices to Thornley Groves and being reassured they'd ask the landlord, we have not even heard anything. Unacceptable after paying rent 6 months in advance. Very disappointing service.

Ek · 11 August 2023

★★★★★ 5/5

Trustpilot

Would highly recommend the Thornley…

Would highly recommend the Thornley Groves Prestwich branch. Big thanks to Liam, he was knowledgeable, friendly and helpful. Queries were answered quickly and he updated us throughout the process at all times. Nothing was too much trouble! Thanks!

Sophie · 11 February 2023

★★★★★ 1/5

Trustpilot

Worst lettings company I have dealt…

Worst lettings company I have dealt with, late for the viewing so I was left waiting outside in the rain and did not advise the flat was covered in cladding works as the photo on their website also did not show this, the apartment was also in a bad condition. Finally today they decided to cancel my next viewing automatically without first contacting me with an alternative date and time

Sarah · 30 March 2024

★★★★★ 5/5

Trustpilot

Can thoroughly recommend.

I have used Thorney Groves for 5 years and have found them very helpful and prompt with payment.Currently I have Michael as my contact. He has been amazingly quick in replying to my questions and always upbeat.Thank you, especially Michael.

Jane · 1 December 2022

★★★★★ 5/5

Trustpilot

Laura Turnock, Swinton branch…

Laura Turnock from the Swinton branch dealt with our buy to flat. From start to finish Laura was very helpful, advising us of all the options open to us. Laura kept us updated on all the viewings, finding us a new tenant in a week. Always very pleasant and professional.

Rick · 8 July 2021