Every review we hold for the Altrincham office, from every platform, shown as written. First names only.
★★★★★ 4/5
TrustpilotGreat rental experience
I really thank for a letting consultant called Justin Chan, he is so professional and reply to me so quick. He is patient and enthusiastic. He is not like other agents drive me away when a landlord disagreed my offer and then he found seven flats to email to me to keep helping me finding a flat even he almost had to go off work And finally I got a flat in Manchester and it really meets my requires. I definitely recommend my friends Justin Chan and Thornley Groves company when they have to rent a flat.
一身正气吵架的阿月 · 9 August 2021
Agent replied · 12 June 2024
Hi 一身正气吵架的阿月Thanks for leaving us a great review, we really appreciate it!Kind regardsCustomer Care Team
★★★★★ 5/5
TrustpilotJade Galtrey Smith - Excellent service and valuable asset to TG
I am writing to give complimentary to Jade Galtrey Smith, Arrears Clerk in Thornley Groves. Jade provides an excellent professional service in rent arrears matters in one of our owned apartments. Jade had each time explained what the situation is now, the steps then follow on, and also the consequences that follows. This helped us so much when we are not familiar the rules and legal action that could result. Jade had been fair, just and no bias to either landlord nor tenant. We deeply appreciate Jade's service, the work delivered are just superbly superb and actually beyond the scope of work that been called. I must emphasized that we must have been in the midst of nowhere if our case is not in the hands of Jade. Thornley Groves should be proud to have Jade in the member team, and as such, we confidently leave our trust under the good hands of Thornley Groves and Jade Galtrey Smith. Keep up and you (Jade) are wonderful!
Cecilia · 9 August 2021
Agent replied · 12 June 2024
Hi CeciliaThank you for the great review, we really appreciate it!Kind regardsCustomer Care Team
★★★★★ 5/5
TrustpilotRyan Openshaw is very helpful
Ryan Openshaw is very helpful. He has offered a quick response in all inquiries with great politeness. Ryan was professional, and has good communication skills! Very supportive. Great Thanks.
David · 5 February 2022
Agent replied · 12 June 2024
Dear David,Thank you for leaving Thornley Groves a 5* review. We are happy to see that Ryan made your experience with us 5 star!Best Regards,Customer Care Team
★★★★★ 5/5
TrustpilotWe had a viewing today
We had a viewing today. Justin was polite and helpful during our viewing. He explained clearly the pros & cons of the property. I would definitely recommend his service to my friends.
Rody · 6 August 2021
Agent replied · 12 June 2024
Hi RodyThanks for leaving us a great review, we really appreciate it!Kind regardsCustomer Care Team
★★★★★ 5/5
TrustpilotRent Arrears Matter - Upset and distress by tenant
I am writing to give complimentary to Jade Galtrey Smith, Arrears Clerk in Thornley Groves. Jade provides an excellent professional service in rent arrears matters in one of our owned apartments. Jade had each time explained what the situation is now, the steps then follow on, and also the consequences that follows. This helped us so much when we are not familiar the rules and legal action that could result. Jade had been fair, just and no bias to either landlord nor tenant. We deeply appreciate Jade's service, the work delivered are just superbly superb and actually beyond the scope of work that been called. I must emphasized that we must have been in the midst of nowhere if our case is not in the hands of Jade. Thornley Groves should be proud to have Jade in the member team, and as such, we confidently leave our trust under the good hands of Thornley Groves and Jade Galtrey Smith. Keep up and you (Jade) are wonderful!
Cecilia · 4 August 2021
Agent replied · 12 June 2024
Hi CeciliaThank you for the great review, we really appreciate it!Kind regardsCustomer Care Team
★★★★★ 1/5
TrustpilotI would mark zero if i can
I would mark zero if i can. I am landlord and have multiple properties manage by this useless company. They are fast in asking you to pay them for doing nothing. After payment is received nothing will happen for weeks end. They will tell you one thing a day and do one thing a day. Not more.
Cal · 19 December 2023
Agent replied · 12 June 2024
Dear Cal,We deeply regret that you have had such a disappointing experience with our service. The conditions you described are far from the standards we aim to provide to our valued landlords. We would ask you e mail complaints@thornleygroves.co.uk to allow us to investigate further.Kind regards,Customer Care Team
★★★★★ 5/5
TrustpilotVery happy with the service of Thornley…
Very happy with the service of Thornley Groves (sale branch) everyone I spoke to and dealt with (Lucy, Vickie and Louise) were very helpful and welcoming and really made me at ease moving into my first rented property. They were efficient and helpful with the paperwork and I had no issues whatsoever when it came to filling out forms or exchanging money. Would highly recommend this branch to friends and family everything was done with precision and efficiency and I don’t have one fault.
Katherine · 29 July 2021
Agent replied · 12 June 2024
Hi KatherineThanks for leaving us a great 5 star review, we really appreciate it! We're glad the girls in our Sale Lettings Team could put your mind at ease and get you moved into your first rental property. We hope you're enjoying your new home!Kind regardsCustomer Care Team
★★★★★ 5/5
TrustpilotKelly was punctual
Kelly was punctual, friendly and could provide all of the relevant information on the property from memory. Would be happy to recommend
Ben · 5 December 2022
Agent replied · 12 June 2024
Dear Ben,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
TrustpilotStill not got my name off the tenancy
Still not got my name off the tenancy. Moved out in October and still being used to have someone else’s name.I have not received a end of tenancy letter or my deposit backThe company is not a good company My complaint was dismissed and told they would deal with it internally I’m not happy
Abiola · 19 February 2024
Agent replied · 12 June 2024
Dear Abiola,Your complaint is currently being addressed by our management team, who will respond to you directly.Kind regards,Customer Care Team
★★★★★ 5/5
TrustpilotKelly McDermott was lovely during our…
Kelly McDermott was lovely during our viewing. Was really helpful and had every bit of information we asked for. Was friendly and bubbly, thanks Kelly.
Riona · 4 August 2022
Agent replied · 12 June 2024
Dear Riona, 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
★★★★★ 1/5
TrustpilotBiggest scammers I ve met in the UK
Biggest scammers I ve met in the UK. letting us with a broken balcony door through the whole winter MAKING THE WHOLE FALT COLD, over pricing the quotes to the landlord with 3000£ while the work costed 500£ we had to report to the city council to fix it. Bathroom door handle not fixed for 7 months and so many many more examples I could keep writing for 10 minutes. AVOID!!!!
Ben · 24 October 2022
Agent replied · 12 June 2024
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
★★★★★ 5/5
TrustpilotExcellent viewing with Kelly
Excellent viewing with Kelly. The viewing was organised very promptly (unlike some estate agents at the moment) and everything went as expected. Kelly was very helpful and friendly.
Christine · 8 March 2022
Agent replied · 12 June 2024
Dear Christine Fraser, 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
★★★★★ 1/5
TrustpilotThe worst rental experience we've had - avoid the City Centre office.
We had the unfortunate experience of renting our flat through Thornley Groves. Sophie S in the city centre office (mis)managed our process, firstly by booking our viewing for the wrong time, then by arriving late with no notice or apology and finally by having to correct mistakes in our contract twice before we could finally sign. I hate to leave a bad review, but I have never before come across an Estate Agent who took less pride in their work and demonstrated such little empathy and accountability for their slip-ups. It was tiring and stressful trying to work with Sophie to get our viewing converted to a contract, which is counterintuitive when we were actively *trying* to pay Thornley Groves and the landlord.Thornley Groves, I don't know what your hiring policy is, but behaviour from staff like this is what gives agencies like yours a bad reputation. The impression we got is that your agency doesn't care about customers and that it's a 'crabs in a bucket approach' with it being in a popular residential area. Perhaps we caught Sophie on a bad week, but we won't be using Thornley Groves again and highly recommend people look to VProperties, where we've had a much better experience in the past.
NB · 7 July 2021
Agent replied · 12 June 2024
Hi NBWe're sorry to hear that you feel the service you received was only was only worth 1 star. We are currently investigating the issues you've mentioned and will come back to you when we have an update.Kind regardsCustomer Care Team
★★★★★ 5/5
TrustpilotGreat customer service
Although the house wasn't for us Kelly was fantastic really helpful and very knowledgeable about the portfolio and keen to help us find a house which was really appreciated :)
Claudia · 8 November 2021
Agent replied · 12 June 2024
Dear Claudia Thank you for leaving Kelly a great review! I am such she will enjoy reading your kind comments! Best Regards, Customer Care Team
★★★★★ 1/5
TrustpilotBy far the worst estate agents I have…
By far the worst estate agents I have ever had. Most of the staff are rude, disrespectful and on more than one occasion lied to me. I'm still trying to get my deposit back from them, I'm emailing and calling the office every single day - no one helps!From the very first day of my tenancy up until now, Thornley Groves have been terrible. If I don't have to, I will never rent with them ever again. They have no respect for tenants and renters. I can't even express how much stress they have caused me over the past two years, even now when i no longer rent with them.The only shining light they had was a member of staff called Shannon Upton, who was went above and beyond. All the staff should look at the way she treated tenants and take it on board. She was incredible.
Lily · 30 June 2021
Agent replied · 12 June 2024
Hi LilyWe're sorry to hear that you feel the service you have received has only been worth 1 star. To investigate the issues you mentioned, we would require further information regarding your tenancy and the property you've rented.You can either contact your Property Manager, or send us an email to complaints@thornleygroves.co.uk.Kind regardsCustomer Care Team**UPDATE** Hi LilyWe have investigated and it appears there were some issues with fire alarm codes within the communal area of the block that you reported. As our Property Manager explained, we do not manage the block and have no control or access to the fire alarm codes. As you know, the Building Management Company were aware of the issue and therefore the matter had to be left to them to handle.In terms of your deposit return, we appreciate that you were unhappy with the length of time it took to return it to you. The Property Manager recommended to the Landlord that you were issued the deposit back in full but there was quite a delay in receiving their authorisation.We understand that your deposit has now been refunded in full.If there are any further matters then please let us know.Kind regardsCustomer Care Team
★★★★★ 1/5
TrustpilotSimply useless
A whole host of issues in one year of renting through them. Building work going on for 6 months, builders and others entered the property without warning, no replies to emails or calls, and it took 6 weeks to get my deposit back. This is an idea of some of the problems. They are unprofessional and simply do not care about customers. Sadly a common theme amongst most agents in Manchester.
William · 14 October 2022
Agent replied · 12 June 2024
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
★★★★★ 1/5
TrustpilotNo communication with the tenant or the…
No communication with the tenant or the landlord over a property problem which has been going on for months. No consistent manager looking after the account since Thornley Groves took over the previous letting agents. All resulted in poor service
Carmen · 22 October 2024
Agent replied · 29 October 2024
Dear Carmen,We are disappointed to receive your review, this is not the customer service experience we strive to provide.Please e mail complaints@thornleygroves.co.uk to allow us to enter into communication with you and investigate your complaint.Kind regards,Customer Care Team
★★★★★ 1/5
TrustpilotNo answer on phone calls, no reply on your emails, no addressing issues raised with fixing/replacing white goods
Stay away, Stay away, ... this if you do not want to loose your deposit for invented or bogus claims from TG's end.Most on what they are interested is to get you on signing a contract and after that god mercy. A crap agency that is neither good for tenants neither for owners of the properties(from what I can see here).
Liz · 28 August 2023
Agent replied · 12 June 2024
Dear Liz,We thank you for taking time to leave your review. We are disappointed to hear you had a frustrating experience but appreciate you bringing this to our attention.With regards to the deposit, all deposits are registered in an independent tenancy deposit protection scheme and we closely follow the schemes regulations.Kind regards,Customer Care Team .
★★★★★ 5/5
TrustpilotVery prompt and professional
Tom showed me around a property today. He was on time and professional.He was very helpful at answering my question then and there and anything he didn't know he found out and emailed me almost straight away.Very good experience with Tom and Thornley Grove. I also spoke with Karen at the Prestwich office who was very helpful at arranging the viewing ASAP.
Steffi · 1 August 2023
Agent replied · 12 June 2024
Dear Steffi, We thank you for leaving Tom and Karen based at our Prestwich office a 5 star review. They will be delighted to read your feedback.Kind regards, Customer Care Team.
★★★★★ 1/5
TrustpilotNot customer-friendly
Not customer-friendly, poor Customer Care service and authoritative tone of communication. I am not happy with quality of service provided and quality of rented property, taking the fact that I pay regularly, take care of rented property as it could be my own and - more importantly - the amount of paid rent is relatively high for such region as I live. I do not recommend as a tenant, please avoid cooperation with Thornley Groves Estate Agents, taking my bad experience.
Paulina · 15 June 2021
Agent replied · 12 June 2024
Dear Paulina, We are sorry that you have been unhappy with the response from our Customer Care Team. I have looked through the communication between you both, and it seems that the Customer Care Team response email to you was misinterpreted as abrupt, when actually it was intended to inform you of how your personal data is being used and why. I see that they apologised for the miscommunication however you continued to be upset as you didn't appreciate the fact that the responder was answering your emails from a Customer Care email address, rather than using their own name. We do this so that there is an audit on your communication on our system, the communication between Customer Care and you. Ultimately, your Property Manager, Aimee, is your personal contact and I would recommend keeping your communication with her, because she is the best person qualified to help you. From the emails, it looks like you are happy to do this, as your experience with Aimee has been positive by your own admission. In regards to the property, I have passed on your comments to Aimee, who is your Property Manager. The property is owned by the Landlord and so she will speak to you and the Landlord about how we can improve your living standards, if this is what is needed. I hope this helps, and for transparency, my name is Marit Schep, I am the PA to the CEO and Operations Manager at Thornley Groves, and I wrote the above response. Kind Regards, Marit Schep
★★★★★ 5/5
TrustpilotNice viewing and settleing with Justin
After our general enquiry, Justin got back to us and organised a viewing for the next day. He was well prepared, knew the property and answered all the questions we had. Even though he was a bit pushy, he definitely added value to the viewing by extra recommendations and comparison with other properties. After the viewing, he was very fast to answer our follow-up questions and the reservation of the property was done in the next day. Thank you!
Ábel · 16 August 2021
Agent replied · 12 June 2024
Thanks for leaving us a great review, we really appreciate it!Kind regardsCustomer Care Team
★★★★★ 5/5
TrustpilotAshley Smith was a great help with our…
Ashley Smith was a great help with our application!
Ellie · 30 November 2023
Agent replied · 12 June 2024
Dear Ellie, Thank you for taking the time to rate Ashley our Lettings Coordinator 5 stars.It is great to hear you Ashley was a great help with your application. Best Regards,Customer Care Team
★★★★★ 5/5
TrustpilotKelly Mc Dermott offered me a wonderful…
Kelly Mc Dermott offered me a wonderful viewing experience and i love her smiling face and professional attitude. Thank you Kelly!Michael
Pak · 16 December 2022
Agent replied · 12 June 2024
Dear Michael,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
TrustpilotRushed getting you on board, nowhere to be seen when needed
If there was a 0 star option Thornley Grove Manchester would get it. This is the worst renting experience I have ever encountered. Please can you advise a route for an official complaint so that this can be looked into so that training or feedback can be advised as we would not want anyone else to go through the experience we have.
Charlotte · 18 July 2023
Agent replied · 12 June 2024
Dear Charlotte, We are very sorry to read your comments, we would ask you e mail complaints@thornleygroves.co.uk to allow us to communicate further with you. You will receive an acknowledgement and a copy of our complaints procedure. Kind regards,Customer Care Team
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
