Trusted Agent profile · Altrincham
★★★★★
1,724 reviews across 2 platforms
213 Ashley Road, Hale, Altrincham, WA15 9TB
Collection By Thornley Groves's office in Altrincham, at 213 Ashley Road, is rated 4.3 out of 5 across 1,724 reviews on two platforms, including 48 Google reviews rated 3.9.
Every review we hold for the Altrincham office, from every platform, shown as written. First names only.
5/5
TrustpilotExcellent friendly service.
Ashley was friendly and professional! Available to answer any questions and provided quick and helpful responses for our student housing.
Dear Tegan,We appreciate you rating Ashley our Lettings Coordinator 5 stars. It is great to hear Ashley was friendly and professional. Best Regards,Customer Care Team
1/5
TrustpilotThe blind led by clowns
Biggest donkeys going, please ignore bot reviews, I’ve used TG for a couple of years, the staff could do with dealing more in competency instead of passive aggressiveness, to get them to do anything you basically have to force legal action. The company is a joke from the top down and I feel so so sorry for tenants who have to deal with these clowns. I thought the landlords would be the problem but these guys are worse. Shannon In particular throws a massive fit anytime you ask her to do her job. Can’t wait for the generic response sorry you’ve had a bad experience, contact our customer complaint team etc
Dear Elliot, Firstly, thank you for taking the time to post a review. We are very disappointed to hear that you have not been satisfied with the service you have received, but we value your feedback. If you would like to discuss your experience further, please do email us with more information about your property, at complaints@thornleygroves.co.uk. Kind regards,Customer Care Team
5/5
TrustpilotHighly recommended
The service and support this estate agency (Monton Branch) offered was superb. Clare Carpenter, the Branch Manager is a lovely person and extremely helpful and knowledgable. There one-off straight fee is also very competitive. I highly recommend them.
Dear customer,Thank you for taking the time to leave a five star review, highlighting your experience with us. Reviews such as yours will help others in choosing their agent, so it really is appreciated.Kind regards,Customer Care Team
5/5
TrustpilotHighly recommended
The service and support this estate agency (Monton Branch) offered was superb. Clare Carpenter, the Branch Manager is a lovely person and extremely helpful and knowledgable. There one-off straight fee is also very competitive. I highly recommend them.
Dear Denise,Thank you for taking the time to leave a five star review, highlighting your experience with us. Reviews such as yours will help others in choosing their agent, so it really is appreciated.Kind regards,Customer Care Team
5/5
TrustpilotProfessional and consistent service
Professional and consistent service as Property Managers. Whenever we had any issues they were dealt with promptly. We were always kept up to date with any changes or ammendments to our let. Hannah Whyte and Richard Lowey were particularly helpfuly and friendly.
Hi HarryThanks for leaving us a great 5 star review, we really appreciate it!Kind regardsCustomer Care Team
1/5
TrustpilotThornley Grove tried to renege on signed contract
Thornley Groves Fallowfield tried to renege on students signed contract. Over 30 emails were replied with by them trying to wriggle out of a contract they had written up and the tenants had signed. Appalling customer service and this was only resolved by an official complaint made to the lettings director. They are completely untrustworthy, please don't use, especially if you are students, they will try to trip you up at every turn.
Dear Paula, We are disappointed to read your review, however we note your complaint was resolved by our Lettings Director.Kind regards,Customer Care Team
5/5
Trustpilot5* for Kelly
Kelly shown myself and my partner around a property earlier today and she was so friendly, approachable and knowledgeable about the property and area. Thank you Kelly, if only all Estate Agents were the same!
Dear Nadine,Thank you for taking the time to leave Thornley Groves a review, especially noting the great service provided by Kelly. We really appreciate your kind words. Kind regards,Customer Care Team
1/5
TrustpilotThis company is an absolute disgrace
This company is an absolute disgrace. Stay way clear. My daughter moved into her Manchester property with two other tenants in August 2022 and soon found out that her key fob didn't work. It is now mid-November, and she still doesn't have a working key fob to get into the property (neither does one of the other tenants). All of her share of rent and utilities are paid to date, but she still can't get into the property. Thornley Grove's communication skills regarding this matter are shocking, whether email or telephone we never get a response. Now they're harassing us for extra rent and utilities, as the other tenant who doesn't have a key fob is now refusing to pay her share. Save your money and go elsewhere if I was you.
Dear Jason,Firstly, thank you for taking the time to post a review. We are very disappointed to hear that you have not been satisfied with the service you have received, but we value your feedback. If you would like to discuss your experience further, please do email us with more information about your property, at complaints@thornleygroves.co.uk. Kind Regards,Customer Care Team
5/5
GoogleHighly recommend the Team at Hale. Great from start to finish.
Thanks for the great review!
5/5
TrustpilotGold standard!
Liam and the team have really upheld a gold standard of estate agent practice - helpful, diligent and always keeping in touch to ensure that there's transparency of information. I highly recommend them.
Dear Wan Tai Wan,Thank you for taking the time to leave Thornley Groves a review, especially noting the great service provided by Liam and the Team. We really appreciate your kind words. Kind regards,Customer Care Team
5/5
TrustpilotGreat agent
This has been the first time I've worked with Thornley Groves and the experience was better than expected. Daniel Cooper has been accommodating, helpful and did a great job of keeping me up-to-date and facilitating the sale. I look forward to working with Daniel again on my next buy-to-let.
Hello Razvan,We wanted to write to thank you for your review on Trustpilot, mentioning the excellent service you have received from Daniel Cooper recently. It was very kind of you to take the time to post this review. Reviews such as yours will help others in choosing their agent, so it really is appreciated.Thanks again and kind regards,Customer Care Team
5/5
TrustpilotAmanda O’Harte
Amanda has always been spot on! Always been very helpful and informative when it’s come to tenancy renewals. Even with general household queries and repairs, always gave me the right information and if it wasn’t known, she has found out for me. Glad I have her as my property manager.
Dear Matt,Thank you for your fantastic review! We’re so glad to hear that Amanda has been such a helpful and reliable Property Relationship Manager for you. Her commitment to providing the right information and support makes all the difference. We appreciate your kind words, thank you. Kind regards, Customer Care Team
5/5
TrustpilotThornley Grove team extreme customer service!
Thornley Grove team extremely dedicated. People I often deal with are Joel, Meg, Jessica, Julija, Tracey, Jordon, Aimee, Ian, Myat... but I am impressed with the whole team. Like Ashley Smith who rented out one of the properties last week and poked me for a review! Well done every one...property management, rental, arrears, compliance, accounts, senior management. don't mean to leave out anyone.all good..
Dear Kutumba,We are delighted that the team have you provided you with such great customer service, your kind words and positive feedback is truly appreciated!Kind regards,Customer Care Team
5/5
TrustpilotFriendly, professional and enthusiastic team
Kelly Clare and Tom were all a fantastic help in the sale and purchase of our house. Friendly team, always engaged and easy to contact. All round great experience
Thank you leaving at 5 star review for Kelly, Clare & Tom in our Monton sales team. We shall ensure they see your kind comments.Reviews such as yours will help others in choosing their agent, so it really is appreciated.Kind regards,Customer Care Team
1/5
TrustpilotABSOLUTELY SHOCKING
Absolutely shocking customer service.Avoid this estate agency at all costs, but if you are going with this estate agency then have your fingers crossed that you never need to speak to a woman called Tanya. She speaks with no professionalism and with a really bad attitude. I called to say I was going to be 15 minutes late as I was stuck in traffic and the attitude I received was horrendous. I told her I would be a further 2 minutes and she said that would be fine, and when I got there.. nobody was there. I called her back 2 minutes later and said I’m at the property, she said “what property, I speak to loads of people a day” (with an outrageously unprofessional attitude) she said she would call the person meeting me, came back to me 2 minutes later and said sorry you have missed your appointment. An absolute embarrassment of a company and I’m so glad I have avoided going forward with them. Avoid avoid avoid.
Dear Kie,Firstly, thank you for taking the time to post a review. We are very disappointed to hear that you have not been satisfied with the service you have received, but we value your feedback. We believe you have spoken directly with the branch regarding this issue and it has been resolved. However, if you would like to discuss your experience further, please do email us with more information about your property, at complaints@thornleygroves.co.uk. Kind Regards, Customer Care Team
1/5
TrustpilotSystemic incompetence and indifference, avoid letting through this company
If you are a landlord, I suggest you strongly avoid using Thornley Groves to manage your property. If you are a tenant, I suggest you strongly avoid signing a lease for a property managed by Thornley Groves. Here's why:I moved into a flat 66 days ago, and I have several outstanding issues that Thornley Groves are showing little or no interest in solving. These issues have been present since I moved in, and I am reporting them as I find them. They include intermittent hot water and heating, a leaking bath, a leaking toilet and not having all keys to the property. On occasion, I am locked out of my apartment entirely and have no heating or hot water.Thornley Groves Property Management Team have known about some of these issues for over 60 days but are yet to fully rectify any of them. Phone calls, emails and reporting this to their internal system yield no satisfactory results. Requests for updates often go unanswered. In fact, reminding them of their statutory obligations to repair issues within a reasonable timeframe prompts a response of "it is subjective as to what a reasonable timeframe is" instead of an apology that issues are going unresolved for more than two months (which, according to caselaw, would be considered unreasonable).A tenants contract is with a landlord and the liability lies with them, the landlord, for repairing these issues. In my case, Thornley Groves are exposing a landlord to potential litigation for being in clear breach of the lease agreement (e.g. not repairing boiler or bath).As a tenant, you will receive incredibly poor, indifferent customer service from Thornley Groves. If your heating breaks at the height of winter, do not rely on this company for a prompt repair. I know I will receive a standard response to this review saying "Dear Customer... We are disappointed... We value your feedback... Email our complaints team..." but I can assure you pursuing this avenue will not help the issue any more than sending them smoke signals. I am now having to pursue different avenues for a repair, such as the local council.
Dear Ben, We acknowledge safe receipt of your review, despite your comments, we would urge you to contact complaints@thornleygroves.co.uk with details of the property to allow us to ensure this is investigated properly. Thank you.Kind Regards,Customer Care Team
5/5
TrustpilotGreat service
Gabrielle has been very good at communicating with me and acting as a mediator between myself and the landlord, often getting responses from the landlord quickly. Great service from Gabrielle and has made the moving in experience seamless.
Thank you for taking the time to leave Thornley Groves a review.We really appreciate your kind words.Kind regards,Customer Care Team
5/5
TrustpilotCan’t thank Gabrielle enough for her…
Can’t thank Gabrielle enough for her part in helping me and my partner get the property we fell in love with, very patient and understanding and helped guide us through with all the process. Thank you! K&M
Dear Kody, I wanted to say thank you for this review. Reviews such as yours will help others in choosing their agent, so it really is appreciated. Kind regards,Customer Care Team
5/5
TrustpilotExcellent Service
I have been using Thornley Groves for many years as my managing agent I have been dealing with Emma Slabert and her service is excellent.
5/5
TrustpilotTom was superb from start to finish
Tom was superb from start to finish. His solicitor suggestion was great too as the whole process was done very quickly.He is very personable and puts you at ease. I would recommend him 100%
Dear Richard, I’m very pleased to see that you have clearly been impressed by the overall service you have received from Thornley Groves. Thank you for taking the time to leave a 5 star review on Trustpilot. Kind regards,Customer Care Team
5/5
TrustpilotI can not speak highly enough of Daniel…
I can not speak highly enough of Daniel Garlick, he has made the transition from Mcdonnell & Haydock easy and reassuring.Daniel is very polite and helpful always can answer my questions and allay my concerns.Regards Kathleen Stevenson
Dear Kathleen Stevenson,Thank you for taking the time to leave Thornley Groves a review, especially noting the great service provided by Daniel. We really appreciate your kind words. Kind regards,Customer Care Team
5/5
GoogleTom Beevers at Thornley Groves Hale was a superstar. He got me an offer within 2 weeks of listing the property and saw the whole process through to the end. He ensured the process went smoothly from start to finish. I strongly recommend !!!
1/5
TrustpilotSCAMMERS
Honestly if you love yourself I’d highly recommend that you stay away from this agency. They are the worst. They definitely don’t care about the tenants and filter out information to the landlords for their own financial gain. How can you rent out a property with pipe leaks, no hot water or running water at all? Simply disgusting to offer such low quality in the 21st century. The property managers are also very rude and condescending. Stay away from this agency.
Dear Customer ,Firstly, thank you for taking the time to post a review. We are very disappointed to hear that you have not been satisfied with the service you have received, but we value your feedback.If you would like to discuss your experience further, please do email us with more information about your property, at complaints@thornleygroves.co.uk.Kind Regards Customer Care Team
3/5
TrustpilotMy experiences with this company are …
My experiences with this company are not brillant as it is very difficult to get a reply to an e mail or get hold of employees by phone. However, recently a lady called Lyn Rackstraw was extremely helpful and professional. I wish the company would employ more people like her.
Dear Alexander,Thank you for your feedback. We are disappointed to hear that you were unable to give us the full 5 stars however we are also glad to hear that Lyn helped you get the service you wished to have.We still do appreciate you taking the time to review us as your feedback will be used to improve our overall services. Regards,Customer Care Team
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