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
GoogleMy partner and I were struggling to find somewhere to rent and only had a short amount of time to find somewhere. Lucy was so helpful when finding our new home and we are so thankful for all her help!!!
Dear Alicia, 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
GoogleWe bought our house from Thornley groves Altrincham and Collette managed our deal.Collette was always very diligent, supportive and was transparent in her communication right from the start. She even recommended us our solicitor who was fantastic too. Thanks Collette you are a star 🌟 …
Hi Gauri Thanks for the 5 star rating! It's great to hear that you had a great experience with Colette in our Altrincham office. We hope you're all settled in and enjoying your new home! Kind regards Customer Care Team
5/5
GoogleBought my first flat with Thornley Groves and they were great! Quick communication, they kept me updated throughout the process and I felt well supported
Dear Jeni, Thank you for taking the time to leave a positive review, we're pleased to see that you've had a positive experience with us. Congratulations on purchasing your first home! Kind regards, Customer Care Team.
5/5
GoogleGreat experience using this company. Ryan made us feel welcomed and provided an excellent service from start to finish. I would recommend to anyone looking for a new property!
Dear John, Thank you for taking the time to leave Thornley Groves a review, especially noting the great service provided by Ryan. We really appreciate your kind words. Kind regards, Customer Care Team
5/5
GoogleI’d just like to thank Emily and Claire for there help in sorting my new accommodation out. They were professional, thorough and they explained each step of the process to me. I would highly recommend Thornley Groves and there excellent team.PositiveResponsiveness, Quality, Professionalism, Value
Hi Sean Thanks for leaving us a great review, we really appreciate it! Kind regards Customer Care Team
5/5
GoogleA big thank you for selling our property. Special thanks to Colette Raftery for all the support and hard work she put in. Kind regards Billy and Pauline.
Dear Billy and Pauline, 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
5/5
GoogleThornley Groves Estate Agency is a professional agency. Although we are first time rent a house and have many questions in UK. Emily and Claire help us to solve many problems and give us many opinions.PositiveProfessionalism
Good Afternoon 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
GoogleTom from Altrincham was brilliant and knowledgeable. He has very good information about the property and area to answer most of my questions. Thanks Tom. Regards, Suresh
Dear Suresh, We wanted to thank you for your review, mentioning the excellent service you have received from Tom, in the Altrincham office. 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. Kind regards, Customer Care Team
1/5
GoogleUnreliable and terrible communication. I have never recieved a call back depsite the several messages or had respond to any of the emails. I have to admit this is mainly with Altrincham site as I had better communication with the staff at Hale. I would personally avoid selling or buying through them.
Dear Steph, Thank you for taking the time to share your feedback with us. We sincerely apologise for any inconvenience you experienced. We are committed to using your comments to improve our services. Please know that we are currently navigating through an exceptionally busy period, which, while a testament to the trust many place in us, unfortunately, may have affected your experience. Rest assured, we are working diligently to address these challenges and enhance the quality of service we provide. Your experience matters to us, and we hope to have the opportunity to serve you better in the future. Kind regards, Customer Care Team
1/5
GoogleI have used Thornley Groves for many years now to manage my rental properties and until now have been satisfied with their service. However recently I have struggled to communicate with them. I leave voice mails which are not answered, emails which are not replied to….I cannot seem to speak directly to anyone about my concerns. I will not be using them to sell a property which will be going on the market soon.
Dear Anne, We are sorry to note your comments and would sincerely like the opportunity to discuss your concerns. Please e mail complaints@thornleygroves.co.uk. Kind regards, Customer Service Team.
5/5
GoogleAs a first time renter I was very nervous going into the whole process, but Melissa and Josh both made it a dream! Both lovely people who kept us in the loop and went above and beyond for myself and my housemate. The process went smoothly start to finish, all our questions were answered promptly and in great detail and we couldn’t be happier! :)
Dear Olivia, We genuinely appreciate you taking the time to leave such a kind review for Josh & Melissa based in our Altrincham Lettings branch. It is great to hear you were so happy with the service they provided to you throughout. Kind regards, Customer Care Team
5/5
GoogleWe highly recommend Thornley Groves. The team were very helpful from start to finish. Particular thanks to Nathan for his frequent communication and advice.
Dear Dan, Thank you for leaving Nathan our Sales Consultant based at Altrincham a 5 star review. Kind regards, Customer Care Team
5/5
GoogleI want to given the Thornley Groves in Altrincham more than five stars. All the team is impressive. I want to thank Rachel and Emily for their time and effort regarding the lease of my property. 100% recommendedPositiveResponsiveness, Quality, Professionalism, Value
Hi Memody Thanks for the great review, we really appreciate it! Great to hear that you had a great experience with Rachel and Emily in our Lettings team. Kind regards Customer Care Team
1/5
GoogleStop harassing me. It’s unlawful.
Dear Tracy, We’re sorry to hear that you feel this way, any contact made was related to resolving the matter and was conducted in good faith. If you believe there has been a misunderstanding, please contact us directly so we can address your concerns further. 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
GoogleRecently rented a place through the Altrincham branch. Sarah Oldbury was extremely helpful, patient and professional at all times. Would highly recommend using this agency, hopefully the tenancy goes as smoothly. 🤞🏾PositiveResponsiveness, Professionalism, Value
Dear Annabelle, Thank you for taking the time to leave us a 5* Review! It is lovely to read that Sarah was so helpful in your experience. Best Regards, Customer Care Team
5/5
GoogleBrilliant service from first contact through to successful completion of my sale. Doug at the Altrincham office had taken photos, and listed my property within a day! They found me a buyer within three days, and at the right price too. I'm more than happy with the service which I received from Doug, Ryan and Colette. The sale of my property was in safe hands with these experienced professionals. Highly recommended.
Dear Lawrence, 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 taking the time to leave a five star review, highlighting your experience buying 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
GoogleSelling a retirement property during a pandemic is not the easiest of tasks but thanks to the team at Altrincham particularly Colette and Andy it was handled very professionally and smoothly. Thanks Guys.
Dear Maggie, Thank you for taking the time to leave Thornley Groves a review, especially noting the great service provided by the Altrincham Team. We really appreciate your kind words. Kind regards, Customer Care Team
5/5
GoogleI would highly recommend, lots of experience and extremely professional throughout. Emily Guy was particularly fantastic. She would always respond to emails straight away, was very knowledgeable in her field and very easy to work with.PositiveProfessionalism, Value
Hi Alison Thanks for leaving us a great review, we really appreciate it! Kind regards Customer Care Team
1/5
GoogleIt was a terrible nightmare at Thornley Groves. I hope that by sharing my experience, more people can understand how they operate, and hopefully, they can make improvements. 1. Rental Deposit Transferred to the Wrong Person I emailed the agent (Ms. Imogen Windsor) multiple times to ensure my bank account details were correct, yet she still transferred the rental deposit to someone else. She refused to admit her mistake and gave various excuses, claiming I had modified my name and details on the contract, which was completely incorrect. I hadn't changed any contact information from the beginning. In the end, she did not follow up on my deposit. 2. All First-Floor Lights Were Broken on the First Day I Received the Key On the first day I received the key, all the lights on the first floor were broken, and the entire floor was in darkness. After several email exchanges, it took them over two weeks to restore the power. 3. Incorrect Contact Information in Their System I rented the house through this agency for a year, and they continued using someone else's name instead of mine. They tried to call me different names such as Ms. Cheung / Stephanie / Natalie, I repeatedly asked them to update my details in the system, but they never did. 4. Unreasonable Service Charge After a year, I decided not to renew the lease. They told me I needed to cut the grass in the backyard and return it to the condition it was in when I moved in. I informed them that the grass hadn't been cut when I first moved in, but finally, they ignored what I said. I eventually quoted £100 for the job through another gardening service, but they refused, calling it unprofessional, and insisted that I must use their service, which cost £250. The strangest part was that while I was still discussing the unreasonable fee with them, they claimed the work had already been done, meaning I had to pay the fee. Mentally and physically exhausted, I didn’t want to argue any further, so on 3rd June, I emailed them and agreed to have the amount deducted from my deposit. Upon further inquiry, I found out they had already transferred my deposit (to the wrong person), with the service fee deducted, on 1st June. It proving that they never intended to consider any explanation and had planned from the start to charge the £250 for trimming. This kind of behavior truly lacks integrity. I have all the black and white emails to prove these matters.
5/5
GoogleHello. I am writing in regards to the service I have received. I rented from the Thornley Groves team in the Sale branch. My property management contact was Akash, who has been extremely helpful and polite. He always kept me informed of things that were happening or if any contractors were attending the building I was living in. I can't fault the help from everyone in your company any other
Dear Karen, Thank you for taking the time to leave a review, especially noting the great service provided by our Property Manager Akash, he will be delighted! We really appreciate your kind words, reviews like yours help others choose their agent. Kind regards, Customer Care Team
1/5
GoogleI have never come across such a terrible estate agent in my life. They are very good to start the process, Once you move in then they completely forget that you ever existed. They don't respond to your voice message or calls. They should not be managing properties if they can't. They'll pass your query from one person to other and this loop never breaks. I am disappointed by their services is the understatement of the century!!! If you have been alloted James Callaham, good luck getting a single thing done!!
Dear Yawar, 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
GoogleI am a residential landlord and use Thornley Groves at Altrincham to manage my property. I have recently had a change of tenant. The administration of this has been managed by Sarah Oldbury and Emily Guy. The whole process has been managed efficiently and promptly by Sarah and Emily who have kept me updated with progress at all times and handled all the associated administration. I’m grateful to Emily and Sarah for all their friendly, professional support.PositiveResponsiveness, Quality, Professionalism, Value
Dear Alec, It is a pleasure to read that our Lettings Team made your experience so easy! We hope we can let many more properties in the future for you. Best Regards, Customer Care Team
5/5
GoogleWe were very troubled about finding a place to rent. While we met with Sarah Oldbury and Emily Guy of Thornley Groves Altrincham, they are very professional and empathetic agent. When she knew our situation was urgent and asked about our requirements. She was quickly searched for a source for us and took us to viewing the house immediately. I definitely recommend Thornley Groves Altrincham and I am very grateful to Sarah and Emily for their help. They are really a nice, kindness, helpful and patient person.
Dear Coco, Thank you for taking the time to leave Thornley Groves a review, especially noting the great service provided by the Altrincham Lettings Team. We really appreciate your kind words. Kind regards, Customer Care Team
4/5
GoogleAntonia is always very helpful and responds to emails in a timely manner.
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.
Thornley Groves's Altrincham office has 275 reviews across 1 platform: 275 on Google.
Thornley Groves Altrincham is rated 4.0 out of 5 across all 275 reviews, and 4.0 out of 5 on Google from 275 reviews.
Thornley Groves Altrincham, 16-18 Lloyd Street, Altrincham, WA14 2DE.
