Trusted Agent profile · Altrincham
★★★★★
275 reviews across 1 platform
16-18 Lloyd Street, Altrincham, WA14 2DE
Thornley Groves's office in Altrincham, at 16-18 Lloyd Street, is rated 4.0 out of 5 across 275 reviews on 1 platform, including 275 Google reviews rated 4.0.
Every review we hold for the Altrincham office, from every platform, shown as written. First names only.
5/5
GoogleThe entire purchase process went very smoothly. James was friendly and professional, liaising with the seller and solicitors and answering any queries in a timely manner. A very good service.
Dear Julia, Thank you for your kind words for James based in our Altrincham branch. It is great to hear you received such a good service through to completion. Kind regards, Customer Care Team
5/5
GoogleI liaised with Thornley Groves when purchasing a house. James was very friendly, helpful and responsive with any queries I had at all stages of the process. Thank you James!
Dear Rachael, Thank you for taking the time to leave James from our Altrincham office a 5 star review. We greatly appreciate your feedback and are delighted to hear about your positive experience with him. Kind Regards, Customer Care Team
5/5
GoogleColette's house evaluation accurately reflected prices in my area and, after lots of viewings, the house was sold at the asking price within 5 months - brilliant result.
Dear Angela, Thank you for your kind review and for highlighting Colette's great work, we … More
5/5
GoogleI have used Thornley Grove Estate Agents to sell my property , The agents were professional and helped to sell the property at right price . I will highly recommend them to anyone.Special thanks to Thomas Barlow.
Dear Salman, 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
1/5
GoogleI strongly discourage anyone from considering Thornley Groves for rental services. Having been a tenant for over five years, I've never encountered a more inept and untrustworthy company. My experience with them during my tenancy, which commenced in August 2022, was nothing short of frustrating. My contract explicitly stipulated that the landlord was responsible for setting up a utility change. However, despite sending a barrage of emails to my property manager between August and December, they only took action when I received a distressing call about my impending electricity disconnection. The issue only found resolution after I physically visited their branch to escalate the matter. Another grievance pertains to my deposit. Thornley Groves attempted to claim £415 for cleaning and removal charges, unjustly accusing me of leaving behind items that were not mine. In response, I had to involve a property adjudicator who rightly ruled against their non-itemized expense claim and made it more reasonable. Astonishingly, they were seeking compensation for damages that were clearly documented in their own check-in report. I would only recommend Thornley Groves if you're seeking to be overcharged and endure subpar service.
Dear Abdur, 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
GoogleI have recently sold a property through Thornley Groves. Despite challenging market conditions and a number of issues which arose out their control, everything was dealt with smoothly with open communication through out. I'd like to make a special mention to Andy, Colette and Doug all who have been very helpful. Thanks, Liam.
Dear Liam, Thank you for taking the time to review the Altrincham Sales Team. They were all very happy to hear that they were able to help, especially in challenging times. Kind Regards, Customer Care Team
5/5
GoogleI was a bit nervous initially about exploring new housing due to unforeseen personal circumstances however after several calls with James Gatter I can honestly say that gentleman is a life saver. I wasn’t just treated as a customer but with genuine care and compassion. I always left our calls feeling more optimistic and confident about my future living situation. To say he went above and beyond would be an understatement. Cannot thank him enough.
Dear Jaime, Thank you for taking the time to write such a glowing review about James from our Altrincham office at Thornley Groves. We greatly appreciate your feedback and are delighted to hear about your positive experience with him. James' commitment to providing excellent customer service is truly commendable, and we're proud to have him as part of our team. Kind Regards, Customer Care Team
5/5
GoogleThornley Groves were recommended to us to to rent our flat in the city centre that has been empty for a couple of months. Sam and the team went out of their way to be helpful and responsive and within 2 weeks we had a tenant. Super professional and efficient. Thank you Sam.PositiveResponsiveness, Quality, Professionalism, Value
Dear DSS Milton Keynes, Thank you for taking the time to leave this 5 star review of Samantha's, Lettings Manager, service in our Manchester City Centre Branch. This will also help others make the right decision regarding what Agent they might want to use to rent their property. Thanks again. Kind Regards, Customer Care Team
5/5
GoogleRyan was very informative during couple of viewings we had with him lately in houses at Altrincham. He answered all our questions in detail and even gave us much more information than we asked for.
Dear David, 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 review on Google. Kind regards, Customer Care Team
1/5
GoogleAVOID at all costs as a homeowner I initiated the sale of my property following a divorce. Both parties agreed on the property to be listed. Collette failed to communicate with me during the process and alienated me as a customer regarding viewing appointments. I had found out that viewing appointments were made and cancelled through another source not Collette the sales estate agent. This continued throughout the process and huge complaint will be submitted to highest level. Not one person from Thornley Groves has the courtesy to apologise for there actions. In addition to this they have listed the property for 5 months and have provided incorrect information on the details regarding private parking. Beware of this company as a result I have instructed them to remove the property with immediate effect, however, they selfishly continue to advertise the property against my wishes even after the agreed date to be removed, what a very poor experience.
5/5
GoogleI’d like to thank Sarah Eppleston in the hale office for being so responsive and efficient in helping us find a new home. She thoroughly explained the process and was kind enough to allow us time to view the property more than once. I believe this is exceptional customer service, thank you Sarah!PositiveResponsiveness, Professionalism
Dear Ruchi, Thank you for taking the time to review Thornley Groves, and especially Sarah, Lettings Consultant in Altrincham. I have informed her of your kind words and she was delighted she was able to help. Kind Regards, Customer Care Team
5/5
GoogleWe had an amazing experience with Callum, he was knowledgeable, communicated clearly and efficiently with us regarding viewings. We couldn't recommend him highly enough!
Dear Athena, Thank you for your kind review and for highlighting Callum's great work, we … More
5/5
GoogleExcellent service from start to finish. Natalie and her staff guided us through the whole process. We were delighted on how quick they got us a tenant.
Dear Mike, Thank you for your kind review and for highlighting Natalie's great work, we really appreciate your feedback! Don't hesitate to get in touch if there is anything else you need from us. Kind regards, Customer Care Team
5/5
GoogleThornley Groves are very efficient when dealing with rental contracts. I particularly find Katie Garner to be extremely expedient with timely contract renewals and communication. Thank you Katie for making every experience stress-free.
Dear Customer, Thank you so much for this 5-star review. Katie will be delighted that you took the time to acknowledge her kind and helpful service. We really appreciate you being a customer and helping to share the word about us! Kind regards, Customer Care Team
5/5
Google5 stars only for Melissa - who has been of great help and support. Appreciate the quick responses and guidance during the moving in process. Thanks Melissa.
Dear Avinash, Thank you so much for taking the time to leave such a positive 5 star review! We're thrilled to hear that you had a great experience with Melissa. Kind Regards, Customer Care Team
5/5
GoogleBoth Claire and Emily were excellent during the entire process. Everything was clear and smooth. Whenever I had asked a question, I received an answer within the say day! This is very helpful, especially during the stressful house hunting times! Best wishes! Ollie
Dear Ollie, 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 review on Google. Kind regards, Customer Care Team
5/5
GoogleHighly recommended! Thornley Groves exceeded expectations from start to finish. I accepted an offer for my property five days after it went on the market! On a more personal level, the help and support I received fromTracey Bentham was exceptional, I don't think I would have got through it without her. Can I give more than five stars?
Hi Debbie We're sorry for not responding to your review earlier; we have a new Customer Care Team now who are managing all of our reviews and we just wanted to make sure we responded to your review. Thank you for the great review and great rating! We really appreciate it! Kind regards Customer Care Team
5/5
GoogleVery efficient and friendly service. Great communication, allowing excellent progress through every stage.
Hi Di Mill, We're sorry for not responding to your review earlier; we have a new Customer … More
1/5
GoogleFor the most part no issues throughout my tenancy, until i moved out and Thornley Groves have tried to charge me for unjustifiable cleaning charges for dust on a skirting board ( technically illegal under the tenants fee act (2019) , even though the property was returned to them professionally cleaned. I advised them that i wish to go through the arbitration via the TDS and they have since harassed me and accused me of lying even though an invoice has been provided to them. Having let through multiple agencies over the years and never having any problems, i have never been so shocked and disgusted by the treatment I have received from Thornley Groves. I have escalated this with the ombudsman's who will be looking into this further. If you want to avoid money grabbing / law breaking letting agents avoid at all costs!!!
Dear Sabrina, We're sorry for not responding to your review earlier; we have a new Customer Care Team now who are managing all of our reviews and we just wanted to make sure we responded to your review. Your comments have been noted and we're sorry that this was your experience. We take on all feedback so that we can improve our services going forward. 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
GoogleFollow up the complaints I made 1/6, received email 2/6 to tell the team manger will contact me by email within 7 working days , I still have not received any response formally by writing or email 13/6 by this company guidelines for complaints , need contact another team to look into it , but I received 60 pound refund because the job not finished properly, received 120 pound refund due to the staff made mistake for repair charges which belong to different property, it caused a lot of inconvenience for both tenants and me, Lanlord need check statement very careful, this company is lack of communication with landlord,
Dear Guo, We’re sorry your experience didn’t match your expectations. It was an uncommon instance and we’ll do better in the future. We are disappointed to read your comments and would like the opportunity of investigating the points you have raised. Please e mail complaints@thornleygroves.co.uk Kind regards, Customer Care Team
5/5
GoogleLast an year, I was in house search in Timperley as my autistic son got school in Pictor. I met with many agents but I am very much impressed and professionalism by Colett from Thornley Groves. She helped me understand primary locations and suggested right offer to get the property as it was nightmare to get property in Timperley. Finally with help of Colett, I put right offer and completed property purchase. I don’t think would have managed the property without Colett am being non local to Timperley. Thank you very much.
Dear Ram, Thank you for taking the time to leave Thornley Groves a review, especially noting the great service provided by Colette. We really appreciate your kind words. Kind regards, Customer Care Team
1/5
GoogleOverall, just unhappy with the service that has been provided by TG in the four months or so that I have been with them. I feel like I am managing them, not vice versa (which is why you pay a company money in the first place). I have heard from several people in several departments, which is confusing even though we have an account manager who should be doing this and contacting you as and when issues arise. 1 star is for the fact that SOME of the departments I have spoken to. (especially the department that finds new tenants and organises viewings etc.) are actually fantastic and I have been pleasantly surprised with the service that was provided by them. However, the management service provided has been 0/10 and only issues have arisen.
Dear Jasmine, We're sorry for not responding to your review earlier; we have a new Customer Care Team now who are managing all of our reviews and we just wanted to make sure we responded to your review. Your comments have been noted and we're sorry that this was your experience. We take on all feedback so that we can improve our services going forward. Normally we would investigate any issues that have been mentioned however, we understand that because you left this review some time ago, you may not want to take these matters any further. If that's not the case then please get in touch with us. Kind regards, Customer Care Team
4/5
GoogleWe recently worked with Thornley Groves to try and procure a buyer for our property. They came in with a reasonable sales price and marketing plan, so we gave them a go. Lots of viewings through the door, and offers very early on but unfortunately, none that stuck. Most aspects of communication with the team were excellent, but at times I did feel like I was chasing for next steps when interest had petered off in a difficult market before Christmas. We regrettably had to make the decision to move agents after a few months to try and refresh our house sale options. Generally, we had a positive experience working with them, but it didn't work out for us with them this time, and at the point where we decided to move agencies it did feel like things became uncomfortable between us and one particular team member who, in an attempt to persuade us to stay with them, came to our house to refresh photographs and while there, quoted stats and gave a speech about why we shouldn't move agents...which honestly made us feel a bit uncomfortable, and sealed the deal on us moving agents. A mixed bag, and wouldn't necessarily use for a future sale, but it doesn't mean this company wouldn't work for someone else. Not the right for us though.
Dear Emma and Charlie, Thank you for posting a review. We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone. Kind regards, Customer Care Team
5/5
GoogleWe really enjoyed working with Claire to find our perfect rental property, she was so friendly helpful and enthusiastic about our search! Would definitely recommend. Emily was great, very helpful and understanding on the admin side of things! Thanks very much.PositiveQuality
Hi Isabella Thanks for leaving us a great review, we really appreciate it! Kind regards Customer Care Team
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