Every review we hold for the Bathgate office, from every platform, shown as written. First names only.
★★★★★ 2/5
GoogleWe had a good experience viewing, applying for and securing a property for rental with Castlebrae. During the tenancy, maintenance issues were generally taken care of in a reasonable time. HOWEVER
It was when we checked moved out that there were issues. The check out inventory apparently identified numerous cleaning issues, but none of them were actually evidenced in the report. The report was then sent to a landlord and a cleaner brought in without even a single opportunity to review with us before our money was spent.
Then, afterwards Castlebrae required persistent nagging, even after the deposit return proposal showed up in Safe Deposits Scotland to send an itemised invoice. The itemised invoice they send did not relate to the inventory report at all and despite several emails asking very specific questions Castlebrae were incredible invasive and refused to consider any changes without going to Arbitration.
All in all, I am left feeling very annoyed, at that Castlebrae are trying their best to squeeze every charge possible out of me to benefit the landlord. They've not been transparent, fair, or honest. I would not recommend using them if at all possible.
...Unless of course you're a landlord, then you'll probably make a fortune thanks to them.
Christopher · 5 July 2022
Agent replied · 5 July 2023
Dear Christopher,
Thank you for taking the time to share your concerns. We would be happy to explore your points in more detail and explain why we took the action we did. The property you rented was in high demand and required cleaning, so we instructed a cleaning company to resolve the issues.
It is not our desire or intention to retain the deposit for any property, but we are obligated to ensure the property meets the original standard as per your move in condition. The tenancy deposit scheme was introduced to ensure a fair process for all parties when tenancies end. You have the opportunity to use the tenancy deposit scheme dispute process which is a free service where your concerns are reviewed by an independent assessor.
If you would like a more detailed explanation please call us on 01506 676 300 and our lettings manager, Jody, will be delighted to help.
Kind regards
★★★★★ 5/5
GoogleLynn Maxwell at Castlebrae has dealt with the sale of my home, for the second time. Communication is amazing, always being kept up to date with progress. Would highly recommend using their services.
Aidan · 14 April 2025
Agent replied · 25 October 2024
Hi Aidan,
Thank you for your fantastic review. Lynn will be delighted to read your … More
★★★★★ 5/5
GoogleFantastic service. David was so efficient and guided us through each step of the sale.
Thank you
Heather · 3 September 2023
Agent replied · 1 October 2023
Hi Heather,
Thank you for your wonderful review! We'll make sure David is aware you're delighted with his support.
Thank you for trusting CastleBrae with the sale.
Kind regards,
CastleBrae Sales & Lettings
★★★★★ 1/5
GoogleAbsolute highway robbery of your deposit. Will try and take it all. Very poor.
Don't use them if you can help it
Keith · 14 July 2025
Agent replied · 14 April 2026
Thank you for your feedback. We’re sorry to hear that you were unhappy with the outcome of your tenancy and appreciate the opportunity to offer some clarification.
Please note that the final decision regarding deposit deductions is made by the Tenancy Deposit Scheme, which uses an independent adjudicator to assess all evidence from both parties. As managing agents, we do not benefit in any way from deductions and our role is purely to facilitate the process on behalf of the landlord.
We appreciate that deposit matters can be frustrating, and we take feedback seriously and always strive to ensure transparency and fairness in how we operate.
We wish you all the best in your future tenancies and hope this clarifies the situation.
★★★★★ 5/5
GoogleFantastic service from the minute I walked into their office until I finally handed the keys to my private let back. Couldn't do enough to help me and kept in the loop on everything related to my time in their let. I would highly recommend Castlebrae to anyone looking to but or let a property....Great team in that place.
Tam · 25 November 2023
Agent replied · 5 July 2023
Hi Tam, thank you very much for such a wonderful review! I'll be sure to pass on your kind words to our team.
Kind regards
CastleBrae
★★★★★ 1/5
FacebookQuite possibly one of the worst estate agents I've had the displeasure of "dealing" with. I say "dealing" as they seem to have zero interest in potential tenants. I guess it is telling that from the first time I spoke to someone I was told to "chase up on Wednesday if no one gets back to you", at least the staff know how useless they are.
We enquired about renting a flat through Castlebrae and completed the MyRentalCV on the Monday, but unfortunately 3 weeks later and 4 attempts to get an update on a viewing, we heard nothing.
If this is how a company deals with potential clients, imagine how hard it would be to get in contact if there was a problem with the rented property.
I cannot reiterate how unprofessional this company comes across, please do yourself a favor and avoid them at all cost, unless you enjoy chasing up emails and phone calls and being fobbed off endlessly.
Andrew · 18 October 2021
Agent replied · 29 May 2023
Dear Andrew,
Thank you for your feedback. We value all our potential tenants and landlords and strive to provide a level of service that exceeds expectations. We're disappointed that on this occasion we were not able to meet your expectations. There are often tens of enquiries per rental home at present and regarding the property you were interest in, this was let agreed with a tenant quickly. We apologise that you were not informed quicker, but would be delighted to explain the situation if you wish to give us a call on 01506 676300.
Kind regards,
Castlebrae Sales & Lettings
★★★★★ 5/5
GoogleIt was wonderful experience while renting a house. All processes are very smooth and well maintained. They are ready to help at all time. Thanks 😊 …
Jenistan · 14 April 2025
Agent replied · 25 August 2024
Hi Jenistan,
Thank you for your wonderful, kind words. It was our pleasure to assist you and … More
★★★★★ 1/5
GoogleJust saw a past review here of a person complaint that when looking to rent with these agents, they will want to hold on to your deposit which is a questionable practice. Such bad reviews are a warning to intending renters. Thus, Anyone looking to rent with them, have a good rethink about it unless you want to let go of your deposit.
Ada · 29 January 2025
★★★★★ 5/5
GoogleVery helpful and makes the trouble of trying to find rental property more happier, especially when I'm 67 yold pensioner, takes the weight off my shoulder and can contact anytime,very grateful to sales and lettings team
Gerrard · 3 November 2024
Agent replied · 10 November 2024
Hi Gerrard,
Thanks very much for your lovely review. It's a pleasure to help you and if you need us in the future, please don't hesitate to get in touch!
Kind regards,
CastleBrae Sales & Lettings
★★★★★ 5/5
GoogleRented with Castlebrae for 6 years and had a fantastic experience from start to finish. The communication has been excellent, and maintenance is always done within a timely manner. We left the property as we found it and received our deposit back quite quickly. Really impressed with the full process. Many thanks to the team.
Gamer · 1 September 2023
Agent replied · 1 October 2023
Hi there,
Thank you very much for your wonderful 5 star review and for taking the time to inform others about your experience. We're delighted you were satisfied with our support - it was our pleasure to assist you.
Kind regards,
CastleBrae Sales & Lettings
★★★★★ 5/5
GoogleCastlebrae have been our letting agent for a couple of years now and are excellent. They are on top of any issues, paperwork and everything is dealt with easily. We don’t live in the country anymore but we have full confidence that our property is being managed well!
Caroline · 28 January 2024
Agent replied · 25 August 2024
Hi Caroline,
Thank you for taking the time to leave such a wonderful review of our service. It's our pleasure to assist you.
Kind regards,
CastleBrae Sales & Lettings
★★★★★ 5/5
GoogleI've used Castlebrae as my letting agents for almost 5 years now and cant recommend them highly enough, they're very responsive and efficient in dealing with your requests and quick to deal with any queries or issues, great team to have on board 5 * everytime
Kenny · 27 February 2024
Agent replied · 25 August 2024
Hi Kenny,
Thank you very much for your fantastic five star review! We're grateful to receive your positive feedback and appreciate you recommending our service to others.
Kind regards,
CastleBrae Sales & Lettings
★★★★★ 1/5
GoogleRather than whine, I'll just state some facts:
- The deduction from our deposit for cleaning the house was the equivalent of the living wage for one person for an entire 40 hour week. We vacuumed and gave it a once-over before leaving. We did not leave the house in such a poor state. One day for any cleaner would more than have covered it.
- We paid a gardener plus two assistants for a full morning's work on the garden during our last few days. Castlebrae then billed us a further £50 for unexplained 'gardening work'.
- When trying to return the keys to them, they refused to collect them from the house. As they could let themselves in without a problem, there was no reason to refuse this request. This meant I had to drive 30 miles during the following working day from the new house to hand-deliver them.
- We had one particularly heavy item that we struggled to transport on the final day due to the moving company cancelling the uplift. We requested to have this one single item uplifted early morning the day after. They blankly refused. We had to pay an additional £100 to get this uplifted with no notice as a result.
- On one occassion, they attempted to arrange an inspection without our consent, without the notice period stipulated in their own contract, for the very next morning. I had to call the emergency number as we only read the email after their office was shut. I was told I should not have called this number, despite there being no other way to notify them that an inspection was not suitable.
David · 6 July 2018
Agent replied · 5 July 2023
The Tenancy Deposit Scheme was introduced to avoid landlords or agents making unnecessary or unfair deductions. The claims against your deposit were evidenced by detailed reports and photographic evidence on the condition of the property at entry and exit. As tenant you were also given the opportunity to provide your own evidence. An independent adjudicator determined the deductions appropriate and fair.
For legal purposes, we are unable to allow tenants access to a property once their lease has expired. The landlords insurance does not cover them for any mishaps once the tenancy has ended. The large item of furniture which required moving could have been arranged during the two month notice period you gave prior to exit.
It is standard practice and reasonable to expect tenants to return property keys when they leave.
With regard to inspections, as you know we generally arrange these several days and usually a week in advance. If we don’t have confirmation from the tenant then we don’t go in. Ever. You are quite correct we did attempt to “arrange” an inspection. Your review is misleading suggesting we tried to access the property. The proposed visit was cancelled when you called our emergency line the night before to say it wasn’t suitable. Again, the fact that you hadn’t responded we would simply have re-arranged another date to suit.
Naturally we are disappointed you felt it necessary to post an inaccurate review when we were simply doing our job. We hope this has clarified the issues raised and would be happy to discuss in person any outstanding points.
★★★★★ 5/5
GoogleCastlebrae team has been fantastic with me, explained the rental CV as I'm here from Brazil and never done one. Great attitude on the phone and very helpful. I would highly recommend them, they have patience when I keep calling and asking questions and when I visited the office which helped lots.
M · 1 September 2023
Agent replied · 1 October 2023
Hi there,
Thank you for your wonderful 5 star review. It was our pleasure to assist you. We are delighted you found our lettings team supportive and would recommend our service to others.
Kind regards,
CastleBrae Sales & Lettings
★★★★★ 5/5
GoogleExcellent service from Lynn from start to finish! Sold my house in a week with minimal fuss!
Frank · 14 April 2025
Agent replied · 25 October 2024
Hi Frank,
Thanks very much for taking the time to leave a review! We're delighted you were happy with the support from Lynn.
If we can ever help you again in the future, please don't hesitate to get in touch!
Kind regards,
CastleBrae Sales & Lettings
★★★★★ 1/5
TrustpilotAbsolute scam
Absolute scam. They Post ads collect information from the candidates for the property and promise to send an email and a recent call and then nothing on their part. I called them 3 times to rent a property in Livingstone, each time they collect information about me and say that they will send me an email with an application and call me for a view and nothing on their part.
Iliyan · 4 June 2024
★★★★★ 5/5
GoogleFirst-class service from initial viewing to moving in to our new home. The friendly and knowledgeable staff kept us informed at every stage and were always polite and helpful. Completing paperwork and making payments was all straightforward and well-organised. Smooth, efficient and professional.
Fraser · 28 January 2024
Agent replied · 25 August 2024
Hi Fraser,
Thank you for your wonderful 5 star review! We appreciate you taking the time to provide your feedback. It was our pleasure to help you.
Many thanks,
CastleBrae Sales & Lettings
★★★★★ 5/5
GoogleCastlebrae have provided us with a consistently great service. They lifted a load by taking care of all the property checks and maintenance and dealing directly with tenants easing the burden on us. Thank you for your excellent organisation!
Lindsay · 28 January 2024
Agent replied · 25 August 2024
Hi Lindsay,
It's our pleasure to assist you. Thank you very much for leaving a fantastic five star review of our support.
Kind regards,
CastleBrae Sales & Lettings
★★★★★ 5/5
FacebookI promised that I'm going to testify if my trading was successful'It takes so much time and effort to know the right Trade expert to win trade, After all my research I came in contact with her and I've learned a lot with her in this few years. I'm so impressed with the profit she helped me made, What I love about her is consistency, she's awesome. I just made my withdrawal of 15,000 $ USD.Reach out to her for the best forex trading result.Contact her viaKellyrobert11009@gmail.comWhatsApp:+1 (323) 628‑7351
Scolah · 31 March 2023
★★★★★ 5/5
GoogleWe are delighted with Castlebrae services from answering the phone to getting the services complete that are required. The staff and amazing, polite and professional in everyway. Castlebrae do rental management for us along with selling properties. 10/10 :) every time.
Scott · 30 September 2023
Agent replied · 1 October 2023
Hi Scott,
Thank you so much for your kind feedback. Your 5 star review is appreciated! We'll be sure to tell the team about your fantastic review.
Kind regards,
CastleBrae Sales & Lettings
★★★★★ 5/5
GoogleCastlebrae provides the benefits you would expect from a local agent knowing its area very well, but also matches the large national agents in the services that they provide.
Neville · 27 February 2024
Agent replied · 25 August 2024
Hi Neville,
Thank you for your wonderful review of our service. We appreciate you taking the time to leave your feedback.
Kind regards,
CastleBrae Sales & Lettings
★★★★★ 1/5
GoogleTrying to find a property to rent. Very unhelpful and did not seem interested is talking to me. Just fill out a cv and if they judge you to be acceptable then they might contact you
James · 26 August 2023
Agent replied · 1 October 2023
Dear James,
Thank you for your review. I appreciate the frustration of the process, however, we always want to help people with their lettings needs and we are committed to providing a customer-focused service.
Unfortunately, due to the current market, we regularly have up to 100 applicants applying for one property. We want to make it fair for everyone as we can't conduct 100+ viewings. Consequently, we need to create a shortlist and the fairest way to do this is via the MyRentalCV process. We would always answer any questions you have about the property prior to applying, but we do need applicants to follow the MyRentalCV process to help us ensure a fair and transparent process.
You are welcome to call us on 01506 676 300 and our lettings manager, Jody, would be happy to explain our process and criteria further.
Kind regards,
CastleBrae Sales & Lettings
★★★★★ 5/5
GoogleExcellent to deal with! Great staff.
Andrew · 29 January 2025
Agent replied · 22 January 2025
Hi Andrew,
Thank you for taking the time to leave us your feedback! It was a pleasure to assist you.
Kind regards,
CastleBrae Sales & Lettings
★★★★★ 5/5
GoogleQuality and professional service , nothing is too much trouble , have used Castlebrae for years and would never use another . Go above and beyond .
Lee · 28 January 2024
Agent replied · 25 August 2024
Hi Lee,
Thank you for your fantastic feedback, it's hugely appreciated! It's our pleasure to assist you.
Kind regards,
CastleBrae Sales & Lettings
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