How many reviews does Purple Frog Property have?

Purple Frog Property's Bristol office has 538 reviews across 1 platform: 538 on Google. Reviews may appear on more than one platform. Checked 9 October 2026.

What is Purple Frog Property's rating?

Purple Frog Property is rated 3.7 out of 5 across all 538 reviews, and 3.7 out of 5 on Google from 538 reviews, checked 9 October 2026.

Where is Purple Frog Property's Bristol office?

Purple Frog Property, 134 Whiteladies Road, Bristol BS8 2RS.

Purple Frog Property Reviews: 3.7 from 538 reviews, page 4

1/5

Google

Extortion of an estate agent deposit will refer to expenses that does not match. for instance I was charged twice for my locks however the original man who did my locks messed this up and I called saying they need replacement due to the door not locking properly as they had previously changed all the room doors, I did not argue this during deposit return as I needed the money for my new house and I knew it would take weeks to get a response. Now I’m getting told there is inappropriate drawing how old am I 10?

A · 21 September 2019

Agent replied

Dear Yung Az I can see that we messaged you in response to information given to us by the landlord. If the issues raised in the email we sent you on 6th September aren't to do with you, please could you contact the member of staff who sent you the email? Kind regards James Hi Yung Thank you for your review. Please would you do me a favour? We're delighted that you like our staff, but please could you update your review so if focuses on their friendly attitudes and customer service skills, rather than their appearances? While you obviously have the best intentions, others might not. I wouldn't want the staff to worry that people were visiting for any other reason than they were looking for student accommodation and professional service. Many thanks James Mason James.Mason@purplefrogproperty.com

1/5

Google

I feel so sorry for anyone who has to deal with these guys. I have been waiting for my deposit to be returned for over a month now and they have been so thoughtless and completely awful to deal with over this issue. I have called over 4 times to ask why this hasn't been sorted AND emailed in a letter of complaint which has had no response despite claiming they reply within 1 working day. Generally, their email correspondence is very poor and service is just abysmal. Not only would I never recommend them to anyone, I will be going out of my way to warn people to steer clear ! Would give 0 stars if I could.

Anusha · 16 September 2019

Agent replied

Dear Anusha Sorry that you had issues getting your deposit back. Unfortunately, although we asked for your bank details to pay the deposit to you, human error meant that there was a delay. We totally understand that it must has been infuriating to have to hang around waiting for us to pay a deposit you had every reason to believe was coming back to you. Sadly, mistakes do happen. I, on behalf of the team, would like to apologise that this mistake adversely affected you. Please accept my apologies. I am concerned that your complaint hasn't been responded to. Please could you send it directly to me, so I can make sure it's followed up for you. My email address is james.mason@purplefrogproperty.com. I look forward to hearing from you. Kind regards James Mason

1/5

Google

Where do I begin? I have recently quit my job at purple frog due to the way they work, it is disgusting. They encourage you to avoid subjects with customer like paying back deposits and maintenance. I was a uni student once myself and having to live in a house supplied by them I wouldn’t wish on my worst enemy. They also employ the most pizza brain staff I have ever met, booking a house viewing is easy right? Wrong, try booking with purple frog and you will be let down on the day of your viewing and made to make a new viewing a week or so later. Please for Christ’s sakes avoid purple frog at any cost, they are nothing but low life, scamming, heartbreaking, family crushing scum.

Leo · 16 September 2019

Agent replied

Dear Leo You have NEVER worked for Purple Frog Bristol. To claim some sort of inside knowledge of our practices is a lie. Beginning a review in which you question our honesty by making a false claim against us is totally inappropriate. If you have a genuine grievance against us, please feel free to email me at james.mason@purplefrogproperty.com. However, please immediately remove the mendacious and dishonest comments you have made about the company and team on a public forum. Once you have done this, I am more than happy to discuss any genuine issues you have had with us. Thank you James Mason

1/5

Google

Disgraceful , deplorable, contemptible and dishonourable . These words don't begin to describe just how bad a company that Purple Frog Bristol are. They are thieves who steel deposits from students and / or their families using lies ,false charges and a bullish attitude with the hope of wearing you down so you will just give up. Or like myself make you more determined to get your money back. Avoid at all costs unless you don't really want your deposit back without a fight. Also read all the other posts, they speak for their self , the only good reviews are written by landlords or i assume their staff.

Pmc · 16 September 2019

Agent replied

Dear Pmc Michael Sorry to hear that you think our deposits process is unfair. We do not get any financial benefit from deposit deductions. These are used to pay for cleaning and maintenance of a property that is needed beyond normal wear and tear. That doesn't mean that we don't make mistakes. If you think we have made deductions that we shouldn't have, you can dispute these. There is information on how to do this on our website, here: https://www.purplefrogproperty.com/blog/make-deposits-fair/. As also explained in the above link, if you do not feel you have been treated fairly during your dispute, you can also dispute with a third party. We do not allow staff to write reviews about the company. We do use TrustPilot to collect and collate a range of views about Purple Frog. You can read these, here: https://www.trustpilot.com/review/purplefrogproperty.com. I hope that this puts your mind at rest that we are trying to steal from you. It couldn't be the furthest thing from our minds. I also hope that you find the information about how to dispute deposit deductions of use. Kind regards James Mason james.mason@purplefrogproperty.com

1/5

Google

Purple frog take deposits and refuse to give it back at the end of a tenancy. They withhold a certain percentage and then refuse to give any evidence to support the charges. When trying to dispute with them they do not answer emails and hide behind a lead tenancy clause which means that only the lead tenant can take up the issues. If the lead tenant can't be bothered then everyone else in the household has not way to dispute. Simply wrong and a way to put another barrier to prevent repaying in full. Just have a look at their other reviews which say the same. They get good reviews for showing tenant around, but bad reviews at the end of a tenancy.

Jon · 16 September 2019

Agent replied

The tenants agreed to their deposit return and advised us not to correspond with you on the matter. I’m afraid your anger is misdirected. Patrick

1/5

Google

called up this place last week looking for a house viewing. talked to some fella on the phone n he told me a date. called up again today on the date we was meant to visit and apparently i dont have a viewin. this filled me with pure rage all I could see was red, had to have a drink of room tempereture Stella to stop me hitting the missus again. all i wanted wanted to do was move in to a knew gaff with the old wife n kids bfore christmas. absolutly not good enough.

Phil · 16 September 2019

Agent replied

Dear Phil For the sake of your family and your own humanity, I strongly suggest you find help for your alcohol abuse and your problems with domestic violence. Sorry we couldn't set a viewing up for you. But as we only provide student accommodation there wouldn't have been any suitable accommodation. Thanks Purple Frog

1/5

Google

AVOID AT ALL COSTS regardless of how good the property is: Quite honestly the worst company I have ever had the displeasure of dealing with. The complete lack of organisation within the Bristol office would be quite alarming for any business let alone one that caters for peoples living needs. If you register an urgent problem with the property you can expect a 2-3 week wait before that problem is actually fixed and it will take about 3 emails and 6 phone calls before anyone even bothers to register your issue on their system. In one instance we had rodents within our property that took well over 3 months for the problem to be actually dealt with to an acceptable standard which shows the companies complete disregard for the safety of its tenants. PurpleFrog also showed a unique inadequacy to be able to actually communicate with us. In one instance the individuals that were moving into the property after us turned up to the house with no prior warning from PurpleFrog and said that they had been given permission to view the house whenever they felt like it. Also, when we were reduced to using one shower for 10 people whilst our other shower needed maintenance, PurpleFrog never communicated to us when the plumber would be over so we would often miss him and the problem was delayed for weeks on end. Perhaps the most frustrating part of dealing with this company was their constant attempts to hold onto our money for as long as possible. We received our deposit in the middle of November having processed our request at the start of September. You are passed from person to person within the organisation in what seems to be a desperate attempt to retain as much as your money as possible. Even when they finally produce a deposit statement they will try and charge fees that they will pluck out of nowhere just to make sure they can screw you one last time. The only time this company seems to move fast is if you threaten them with some form of action. Do not give any of your money to this company under any circumstance.

Simon · 16 September 2019

Agent replied

Dear Simon Sorry to hear that you have had problems with maintenance at your property. Looking at your tenancy, I can see that the property manager was in regular contact with you and the other tenants. I am alarmed to hear that you had to chase us on several occasions to find out information about your maintenance issues. Please could you drop me an email at james.mason@purplefrogproperty.com with some examples of emails that we ignored? I will then raise this with the branch. I can see that you reported a problem with mice and that we sent out a pest control contractor who laid bait and traps. Unfortunately, mice are wilful little blighters: they don’t necessarily leave after one visit from a contractor. That is why the pest control person visited several times over the course of two weeks. This is the normal course of action with any infestation. To sort the problem takes time. After the pest control contractor visited, we sent another contractor to close the holes where we suspected the rodents were appearing. We couldn’t do this before, as pest control needed access. Sorry that you had problems with the shower. We do publish timescales for acting on and solving these types of maintenance issues. I can see that in this case we were within these timescales. (https://www.purplefrogproperty.com/maintenance/.) In the case of your broken shower, we sent contractors who initially couldn’t identify what was wrong. Because they could not solve the fault, we replaced the whole unit for you. This took two weeks. Sadly, ordering parts often takes a long time. This is out of our hands. When we conduct viewings at properties, we NEVER allow prospective tenants to arrive unannounced or unaccompanied. If we meet groups at a property, they may arrive before us, but that doesn’t give them the right to just invite themselves in. You should also have been given good notice that a viewing would be taking place. I realise that it is too late now that your tenancy has ended, but you are under no obligation to let a group in if they arrive unannounced. In fact, I recommend not letting them in. You should also let us know that a group has turned up, it may be that they have got the wrong date or time. Sorry that you had to wait for your deposit to be returned. We received your final bills proof on 15th October. I can see that we sent the statement on 2nd November. This is later than our published aim of five working days. I am sorry for this delay, as it has obviously caused you some distress. You sent us your bank details so we could pay the deposit on 6th November. On 13th November, we paid you the deposit. This is within the five working days, which we told you the payment would take. We do advise tenants that, after you have left a property, there may be deductions from the deposit. This is used to pay for any additional cleaning or maintenance, beyond usual wear and tear. Yes, sometimes deductions are put on your statement which have been added by mistake. That is why we give all tenants the right to dispute anything that is on their statement that they disagree with. We explain how we try to make the deposits process as clear as possible on our website: https://www.purplefrogproperty.com/blog/make-deposits-fair/. Again, sorry that you felt you we treated unfairly by us during your tenancy. I am particularly concerned that you say we ignored messages from you. As mentioned above, please could you send me some examples of these, so I can find out what went wrong? My email is james.mason@purplefrogproperty.com. I look forward to hearing from you. Kind regards James Mason

1/5

Google

The worst company ever. We are students so didn’t need the house in the summer but we had a 12 month contract which we agreed to. They then contacted us and said that if we could leave the house a month early for other tenants to move in we could keep that months rent. So they gave us a new move out date which we all did. Gave our key back and moved everything out of the house. They then went back on this and said that the other tenants had pulled out so they wanted to re charge us for the month even though we had all moved our and given keys back. They then took it out of the deposit we put down at the start. Joke of a company.

Fraser · 16 September 2019

Agent replied

Dear Fraser Sorry to hear you found moving out a stressful experience. You are right, the move out has a headache. It was for us too. The new tenants asked for the different dates and then changed their minds. Unfortunately, not everyone on your joint and several contract signed the amendment letter which said you were happy to end the contract early. Without this letter, the original contract was still in place. I'm sorry that this happened. If all tenants had signed the document we would have been able to honour the new date, whatever happened with the other group. I understand that this is annoying and understand that you are angry about it. We did speak to the tenants at the time to say we were sorry and explain what this meant. Kind regards James Mason james.mason@purplefrogproperty.com

1/5

Google

Avoid!! If I could vote lower than 1* I would. We rented a house with Purple Frog, Bristol during 2017/2018 and were extremely disappointed with their unprofessional management, awful customer service and disturbing lack of interest towards us tenants. Logged maintenance issued took weeks, even months to be resolved; issues including rats, which after months of them eating their way through our food cupboards was finally resolved. They would organise viewings for potential future tenants throughout the year and sometimes not even turn up themselves, resulting in us having to let random people into our house and carry out very awkward house viewings on their behalf, with little or sometimes no notice. The move out process was an absolute nightmare. A sheer lack of communication between Purple Frog resulted in confusion over the final amount of rent owed and annoying constant emails and phone calls from different employees demanding ‘unpaid rent’ despite us already paying the full amount. The deposit was finally returned… 2 and a half months after our move out date. Although the house itself was okay and a weekly cleaning team did a good job the overall experience of the year with purple frog was unacceptable

Jack · 31 July 2019

Agent replied

Dear Jack Shiner Sorry to hear that you had problems with your tenancy. I can see that you reported a problem with mice and that we sent out a pest control contractor who laid bait and traps. Unfortunately, mice are wilful little blighters: they don’t necessarily leave after one visit from a contractor. That is why the pest control person visited several times over the course of two weeks. This is the normal course of action with any infestation. To sort the problem takes time. After the pest control contractor visited, we sent another contractor to close the holes where we suspected the rodents were appearing. We couldn’t do this before, as pest control needed access. Sorry that there was confusion about when you could end your contract. You and your housemates asked if you could leave your contract early. We agreed on the provision that the next tenants would be happy to adjust their tenancy dates, too. In the end, they declined to do so. This meant that you would still be contractually obliged to pay the remaining rent on your contract. I am sorry that this caused some confusion. I see that the branch offered to buy you a meal to apologise for the inconvenience. Sorry that you had to wait for your deposit to be returned. We received your final bills proof on 15th October. I can see that we sent the statement on 2nd November. This is later than our published aim of five working days. I am sorry for this delay, as it has obviously caused you some distress. The lead tenant sent us their bank details so we could pay the deposit on 6th November. On 13th November, we paid them the deposit. This is within the five working days, which we told you the payment would take. I am sorry to see that we didn't reply to emails when you tried to report maintenance issues to us. Please could you send me some examples of emails that sent and weren't replied to, so I can raise this with the branch? My email address is james.mason@purplefrogproperty.com. I look forward to hearing from you. Kind regards James Mason james.mason@purplefrogproperty.com

1/5

Google

First of all I want to make clear that I lived in the fitzhardinge house for 3 years whilst studying at uni. I stayed up stairs in flat 7 and once I was in I immediately regretted it. The only reason I stuck it out there for so long was due to the location... that’s the ONLY reason. The rent was extortion! £1500 for a room, a hallway, a shower and a kitchen.. Over the second summer the flats got re done.. nearly all of the flats besides flat 7 and flat 1. We were then charged the same amount for all their upgrades and we didn’t see anything g change in our flat. Now what made this worse was the fact we complained time and time again about certain applications not working or needing a quick fix and it took nearly 2 weeks to come out I thought I may as well do all the fixing myself. New Years In 2018 I came home to see my room was smashed open and broken into and instead of looking into what had happened it got ignored! I still have no idea what was taken. When it came to moving out (as you can see on my charges) the fire alarm was always going off. It was always obvious as to where the alarm was being set off from and after many many complaints nothing ever got done... ever! Instead I got slapped with all the charges that they caused. As well as standing with Alex and Charlie (property managers for purple frog) both in my room on the last day of tenancy and gave me their word that I was to get my full deposit back. Now fast forward 4 months im still waiting for this to come back to me and I had to fight to get back just £70 of it. My room was spotless when I left, I made sure of it and these guys robbed me blind. Do not live here. Buy a tent and stay in that it’s a much better option... Not happy in the slightest by a very money grabbing company.

Adam · 31 July 2019

Agent replied

Dear Adam Sorry to hear that you are unhappy with the service you received from us. Sorry that you thought the rent was expensive. You paid £500 a quarter, which was the advertised price for the property. As you stayed on for three years, we would have made the rent price clear to you each year. While we love it when tenants decide to stay in their student accommodation, we don't force tenants to stay and there is other similar student accommodation in the locale. Yes, it's true that your apartment wasn't renovated at the same time as the others. However, this was reflected in your rent, which was significantly lower than for the apartments in the building. I am sorry to hear that applications stopped working. I assume by this you mean washing machines or ovens? Please could you drop me an email at james.mason@purplefrogproperty.com with some more information? Sorry to hear that you suffered a break-in. The team at the branch spoke with you about the incident on several occasions. As you mention, it didn't look like anything was taken. Our tenants all get free contents insurance, just in case the worst happens. If you had suffered any loss of your personal belongings, you you have been able to claim using this policy. You are right: the fire alarm did go off a lot. This isn't something we can control, as it is a safety mechanism, and was triggered by tenants smoking in their room. There were several culprits and we sent warnings and reminders to all tenants that the property is 100% no smoking. Having spoken to Alex, he confirms that he told you there wouldn't be any deposit deductions for your room. Perhaps there was a misunderstanding that this meant you wouldn't get any deductions? As you left before the other tenants, we couldn't guarantee that there would be no deductions for the communal areas. If you feel that the deductions are unfair, you are welcome to dispute them. There is information about how to do this, here: https://www.purplefrogproperty.com/blog/make-deposits-fair/. Again, sorry that you feel you have been treated unfairly. Please send me some details about the maintenance reports you sent that weren't answered and I will bring these to the team's attention. I look forward to hearing from you. Kind regards James Mason

1/5

Google

Being a tenant under management of Purple Frog has honestly been one of the worse experiences of my life. The company is based upon a culture of dishonesty and deception, ranging from the account team proving multiple excuses to each tenant to explain why it’s taken them 5 months to return our deposits (even then they needed to be constantly harassed to provide it) to staff lying about booking maintenance appointments. The customer service is dreadful, ranging from them being rude to completing ignoring emails completely and lying. As from the reviews I am not the only one to have had a negative experience with this company, and the vast majority of positive reviews given (what little there are) are by landlords, highlighting the current exploitation of students in the property market. Firstly, when we moved into the property it was an absolutely filthy. The place hadn’t been cleaned at all, extreme damp and mould was present all over the house and possessions of the previous tenants were scattered throughout the house. The majority of furniture within the property was broken prior to our arrival, the garden clearly hadn’t been cut for months, the majority of lightbulbs were not working, and the doors weren’t even on their hinges. When addressing these issues with Purple Frog they either disputed them stating that they had cleaned the property and cut the garden (when they clearly hadn’t) or would take literally months to fix (or never at all) the simplest of tasks. The accounts department is no better than the Bristol branch. As already stated, it took 5 months to receive my deposit back, this is following having to dispute a number of additional of charges attempted to be withdrawn from our deposit, including charges of ‘replacing the TV Ariel’ even though we never had one, nor was it stated in the inventory. To get back your deposit is a constant battle, I had to contact the accounts department multiple times, each time being offered either another excuse or an optimistic lie. The fact that I’ve waited this long to write this review all because I didn’t want to publicly shame them while they held my deposit in fear they would make further excuses to delay the process even more so as a result- highlighting the amount of trust I have in this organisation. To conclude I would avoid this company completely. The staff throughout the company have been both negligent and incompetent at carrying out their jobs, especially those working in the Bristol branch. This has been without doubt the worst experience I’ve ever had with a company and so glad I will never have to deal with this organisation ever again. As you can guess I will be rating Purple Frog 1 star.

Kian · 31 July 2019

Agent replied

Hi Kian Sorry to hear that you're unhappy with your experience with Purple Frog. The Bristol branch manager, Alex, is contacting you about the maintenance issues. I understand that these were dealt with at the time and that Alex has previously spoken to the tenants at the property about the issues you had reported. In terms of your deposit, your tenancy ended on 30/60/2018. I can see that we sent your statement to you on 17/09/2018, having received your final bill proof on 14/09/2018. When we sent your statement, we also included information on how to dispute any charges that you feel were added incorrectly. I understand that when you left the property the branch had told you that two charges wouldn't be added. I'm sorry that these turned up on the statement. I see that these were removed once we realised our error. There was a delay in returning your deposit payment. My understanding is that we did not receive your bank details until October. You phoned to complain that the payment had not been made, we identified why and made the payment as soon as possible. I am very concerned that you feel the service you received from us is not up to scratch. I am sorry that you had to chase for your deposit to be paid. In your review, you mention that the majority of our reviews come from landlords. We use the review site TrustPilot to collect reviews, both band and good, from all users. On this site, you will see a range of opinions from tenants about our services. I am concerned that you had to call us several time to report that you had not received your deposit. Please could you drop me an email at james.mason@purplefrogproperty.com, so I can find out more about when you called and the replies you received? I look forward to hearing from you. Kind regards James Mason

1/5

Google

From the start of our tenancy to the end this company has caused nothing but stress and hassle to myself and my fellow housemates. On moving day into the property, it was clear things were not in a suitable condition! * Fire alarms in some of the rooms were not working when tested on moving in day *Many things were broken/unusable and remained in this state for extremely long periods of time and required consistent nagging. *One of the rooms had stains on the wall on moving in day, when this was addressed, the response was "if you want it done go paint it yourself." This then escalated to us being CHARGED and money taken OFF THE DEPOSIT due to the stains on the wall THAT WERE THERE PRIOR TO US MOVING IN!!!!!!! *The kitchen was in a filthy state when we first moved in, along with rotted door frames/ windows letting cold air into the house * On multiple occasions, the agency was sending us builders/workers into the property WITHOUT INFORMING US! One morning we were greeted in the corridor to a workman who had been given access into the property by the agency, we had not been told, privacy was invaded and we all felt rather unsafe and uncomfortable * One morning we had people turning up at our door saying they had come for a viewing, we had not been informed about this. Purple frog didn’t even turn up for this viewing * Damp had been reported in two of the bedrooms, we were told this would be sorted within the ‘coming weeks’, nothing ever happened in regards to this!! *We began to claim our deposits back on this house back in August of this year, we have only now got the deposits back. The deposits were not of full value, with all tenants being charged for extortionate costs. We were told we would be GUARANTEED to get our deposits back by a specific Monday. This obviously didn’t happen and required CONSTANT prompting via phone calls asking where our deposits were! Completely recommend avoiding this agency at all costs!!!!!!!!! Very poor communication with very unhelpful staff!

Em · 31 July 2019

Agent replied

Dear Em Sorry to hear that you did not enjoy your tenancy. I can see that you reported a smoke detector as not working on moving in day and that this was replaced. We also conducted a fire alarm test during the tenancy and replaced some that needed to be renewed. Looking at the maintenance records for the property, I can see a report of a broken light and a door handle, both of which were fixed in good time. I can't see any reports of issues with the problems with the door frames or windows. You reported the oven needed cleaning in September and we sent someone to clean it. If you remember who told you to paint the wall yourself, please could you let me know? I can see that it was reported but that we didn't paint the wall. Sorry to hear that contractors visited the property without informing you. I can see several of the notices that we will attend the property on your tenancy profile. I can't see that any tenants reported that they weren't receiving these. Please could you send over some information about how and when you told us about this, so I can follow up and see why you weren't receiving the notices we send out? Tenants can dispute any charges that have been added by mistake. We make this clear when we send out the deposit statements, along with information on how to dispute. Sorry to hear that we missed the deadline we'd given you for returning your deposit. Please could you let me know how much longer you had to wait and how this delay was communicated to you? My email address is james.mason@purplefrogproperty.com. I look forward to hearing from you. Best regards James Mason

5/5

Google

Laurence is a good agent, I mean he responds swiftly to mails and very polite when responding or sending mails to get a document from me. He's a good guy and very professional at his job weldone laurence

Anuoluwapo · 20 August 2023

1/5

Google

Useless, no care for students. Lived in a mould ridden property with no care from their part. Delays of over two months to get our deposit, coupled with excuses that shift blame to the landlord, only highlight a lack of accountability on their part. It's disappointing when agents fail to advocate for their clients, leaving students feeling neglected and frustrated in an already challenging housing market.

Molly · 22 September 2024

1/5

Google

Tries to fleece as much money as possible from every student tenant that leaves their property. They do not attempt to communicate reasonably to the tenants, only keep their complaints at a distance and ask for money at every opportunity possible. I think their business plan is to take all the money from students that they can get away with. My friend has been fully charged for an oven despite it being listed as broken on the inventory when they moved in. Wouldn’t be surprised if they charged the previous tenants for it. Throughout their tenancy, the boiler broke about 5 times. On each of the occasions, they just sent round some handyman (who knew nothing about plumbing/boilers to do some quick fix - it was never properly fixed). Honestly, do not walk through that purple door. Nothing but a business trying to make the best of people in a poor situation.

OJ · 13 January 2019

Agent replied

Dear Oliver Sorry to hear your friend had issues with their tenancy. I appreciate that you are being protective of them by posting this. Who doesn't want to help a friend? However, I feel I should say that, as you don't have direct experience of using Purple Frog, your review is inappropriate. You are making serious claims about the business without having direct knowledge of the events you are discussing. As you aren't a tenant, you would not have been included in any of the discussions between Purple Frog and the tenants, around the issues you detail above. In terms of your assertion that we ask for money at every opportunity, our fees and charges are clearly published on our website: https://www.purplefrogproperty.com/contact-us/fees-charges/. We do not hide any charges and are upfront about costs from the very start. Tenants' deposits are protected by a third party and we make sure that tenants are fully aware of their responsibilities when moving out (for instance: https://www.purplefrogproperty.com/students/howtokeepyourdeposit/). This includes being transparent about possible deductions that they may incur. This gives them opportunities to sort these issues before the end of their tenancy, thereby avoid the deduction. While I don't doubt that your friend feels there were problems during the tenancy, you yourself aren't aware of the full facts. After all, you did not see the inventory that we provided at the beginning of the tenancy and you don't know how or why the boiler was mended. We are always happy to receive feedback from people who have had genuine experiences of using our services. If we have made mistakes, we are more than happy to speak to your friend and see what the issue is. To this end, I'd strongly urge that your friend contacts me directly at james.mason@purplefrogproperty.com, so I can find out about the actual issues they have had and see if anything can be done to set the issues right. In the meantime, as it stands, your review is a bit spurious, and I urge you to remove it as it is not based on a personal experience. I look forward to hearing from your friend. My email address is james.mason@purplefrogproperty.com and my direct dial is 0121 796 0041. Kind regards James Mason

1/5

Google

Purple Frogs Bristol- AVOID IF I COULD GIVE IT NO STARS i WOULD! Very keen to get you to sign the contract and get your money. However when it comes to addressing issues raised where property is not as seen they drag their feet to put things right. Don’t seem to understand this concept of professionalism. The branch manager promises to update clients about progress, knowing full well that they only work two days a week and they won’t be in the next day that they promised to return the call. Lacks professionalism or manners to ask a colleague to return promised call.

Mow · 24 December 2023

1/5

Google

Took a week and a half of calling and being told that they will call me back to get the keys and when I came to pick them up I've been told that I could have done that a week ago. They would come into the flat sometimes as often as 6 times a month (they usually do give a 24h notice but still). Took 3 months to get my deposit back. The flat was good value for money but it was not worth the hassle.

2 · 16 September 2018

Agent replied

Hi Tom, sorry to hear that you had problems. Unfortunately, I can't find your name anywhere in our tenant database. Please could you drop me a line at james.mason@purplefrogproperty.com, so I can find out more? I look forward to hearing from you. Best regards James

1/5

Google

Tries to fleece as much money as possible from every student tenant that leaves their property. They do not attempt to communicate reasonably to the tenants, only keep their complaints at a distance and ask for money at every opportunity possible. I think their business plan is to take all the money from students that they can get away with. My friend has been fully charged for an oven despite it being listed as broken on the inventory when they moved in. Wouldn’t be surprised if they charged the previous tenants for it. Throughout their tenancy, the boiler broke about 5 times. On each of the occasions, they just sent round some handyman (who knew nothing about plumbing/boilers to do some quick fix - it was never properly fixed). Honestly, do not walk through that purple door. Nothing but a business trying to make the best of people in a poor situation.

Oliver · 16 September 2018

Agent replied

Dear Oliver Sorry to hear your friend had issues with their tenancy. I appreciate that you are being protective of them by posting this. Who doesn't want to help a friend? However, I feel I should say that, as you don't have direct experience of using Purple Frog, your review is inappropriate. You are making serious claims about the business without having direct knowledge of the events you are discussing. As you aren't a tenant, you would not have been included in any of the discussions between Purple Frog and the tenants, around the issues you detail above. In terms of your assertion that we ask for money at every opportunity, our fees and charges are clearly published on our website: https://www.purplefrogproperty.com/contact-us/fees-charges/. We do not hide any charges and are upfront about costs from the very start. Tenants' deposits are protected by a third party and we make sure that tenants are fully aware of their responsibilities when moving out (for instance: https://www.purplefrogproperty.com/students/howtokeepyourdeposit/). This includes being transparent about possible deductions that they may incur. This gives them opportunities to sort these issues before the end of their tenancy, thereby avoid the deduction. While I don't doubt that your friend feels there were problems during the tenancy, you yourself aren't aware of the full facts. After all, you did not see the inventory that we provided at the beginning of the tenancy and you don't know how or why the boiler was mended. We are always happy to receive feedback from people who have had genuine experiences of using our services. If we have made mistakes, we are more than happy to speak to your friend and see what the issue is. To this end, I'd strongly urge that your friend contacts me directly at james.mason@purplefrogproperty.com, so I can find out about the actual issues they have had and see if anything can be done to set the issues right. In the meantime, as it stands, your review is a bit spurious, and I urge you to remove it as it is not based on a personal experience. I look forward to hearing from your friend. My email address is james.mason@purplefrogproperty.com and my direct dial is 0121 796 0041. Kind regards James Mason

1/5

Google

Tries to fleece as much money as possible from every student tenant that leaves their property. They do not attempt to communicate reasonably to the tenants, only keep their complaints at a distance and ask for money at every opportunity possible. I think their business plan is to take all the money from students that they can get away with. My friend has been fully charged for an oven despite it being listed as broken on the inventory when they moved in. Wouldn’t be surprised if they charged the previous tenants for it. Throughout their tenancy, the boiler broke about 5 times. On each of the occasions, they just sent round some handyman (who knew nothing about plumbing/boilers to do some quick fix - it was never properly fixed). Honestly, do not walk through that purple door. Nothing but a business trying to make the best of people in a poor situation.

JR · 31 July 2018

Agent replied · 30 July 2023

Dear Oliver Sorry to hear your friend had issues with their tenancy. I appreciate that you are being protective of them by posting this. Who doesn't want to help a friend? However, I feel I should say that, as you don't have direct experience of using Purple Frog, your review is inappropriate. You are making serious claims about the business without having direct knowledge of the events you are discussing. As you aren't a tenant, you would not have been included in any of the discussions between Purple Frog and the tenants, around the issues you detail above. In terms of your assertion that we ask for money at every opportunity, our fees and charges are clearly published on our website: https://www.purplefrogproperty.com/contact-us/fees-charges/. We do not hide any charges and are upfront about costs from the very start. Tenants' deposits are protected by a third party and we make sure that tenants are fully aware of their responsibilities when moving out (for instance: https://www.purplefrogproperty.com/students/howtokeepyourdeposit/). This includes being transparent about possible deductions that they may incur. This gives them opportunities to sort these issues before the end of their tenancy, thereby avoid the deduction. While I don't doubt that your friend feels there were problems during the tenancy, you yourself aren't aware of the full facts. After all, you did not see the inventory that we provided at the beginning of the tenancy and you don't know how or why the boiler was mended. We are always happy to receive feedback from people who have had genuine experiences of using our services. If we have made mistakes, we are more than happy to speak to your friend and see what the issue is. To this end, I'd strongly urge that your friend contacts me directly at james.mason@purplefrogproperty.com, so I can find out about the actual issues they have had and see if anything can be done to set the issues right. In the meantime, as it stands, your review is a bit spurious, and I urge you to remove it as it is not based on a personal experience. I look forward to hearing from your friend. My email address is james.mason@purplefrogproperty.com and my direct dial is 0121 796 0041. Kind regards James Mason

1/5

Google

Rude and patronising staff, especially the deposits returns department who tried as hard as possible to take a large cut of our deposit. During our check out I was praised for having cleaned the property exceptionally well, and assured there would be no charges. However they subsequently tried to charge us £75 for cleaning, which I challenged them on (asking for evidence of the property being in worse condition than we received it in - difficult, as the property was a dump when we moved in). This was then amended to £75 for “the removal of pots and pans left in the kitchen” (which were there when we had moved in), which clearly is a ludicrous charge, especially given it would have taken me seconds to remove the offending pots if I’d been told to do so during the check out inventory. They then attempted to charge us £300 for a replacement oven, the door of which had been broken when we moved into the property (and was documented as so in the inventory and in emails from PF). After months of trying to reason with them (with them attempting to find inconsistencies or problems in every single email we sent) we went to Deposit Disputes, who ruled that it was an unreasonable charge - noting that our deposit was not to be used as their insurance. Nearly a whole year later and our deposits have been returned in full. Very pleased to have ended up with our whole deposit returned to us, and for Deposit Disputes to find their claims against us as preposterous as they always transparently were. However very annoyed that it took so long and so much emotional energy to get our money back. Also completely incompetent when it came to basic fixes of the property as well - during December/January/February our boiler was broken almost constantly. Every time it broke it took them a week or so to send in someone to repair it, whereupon it would break within a few hours of being “fixed”. This happened roughly 5/6 times, with the repair man noting on a couple of occasions that PF should bite he bullet and replace the clearly broken boiler. We spent the majority of Winter without heating, meaning that we had to take showers that were so cold that they gave us headaches. The boiler was only eventually replaced when we made the suggestion that our rent ought to be adjusted to reflect the fact that we were paying for a property with heating, and we were not receiving this.

Caroline · 31 July 2018

Agent replied

Dear Caroline Sorry to hear that we've only earned one star. Please could you drop me an email at james.mason@purplefrogproperty.com so I can find out what's gone wrong? I look forward to hearing from you. Kind regards James Mason

1/5

Google

Do yourselves a favour and never use this company. My tenancy finished end of June and I have still not received my deposit back despite reluctantly agreeing the final settlement amount in August. I have been told they have no trace of my dispute despite sending copies of my emails with various members of the team. To go into all the issues regarding our deposit dispute would take far too long but believe me, they are a nightmare!

Georgia · 16 September 2019

Agent replied

Dear Georgia Sorry to hear that you are not happy with the deposit returns process. I can see that you sent your original reply to one of the team who had left for maternity leave. When you sent that message, you should have received an automated response explaining that the person would not be available to answer emails and giving you an alternative contact address. The statement that you received does explain that all disputes must be sent to the deposits@purplefrogproperty.com or through the dedicated page on our website. It's unfortunate that your message wasn't picked up. However, I also feel that we sent you two messages that explained the process for sending your dispute so it would be processed and returned in good time. That said, we told you that your deposit would be released within five working days of a settlement being reached. I understand that it is now seven working days. I am sorry for this delay. The deposits team has assured me that your payment will be with you by the end of the week. If you haven't received the payment by Friday afternoon, please would you let me know and I will personally follow up your payment for you. My email address is james.mason@purplefrogproperty.com. I hope that this helps and you are assured that your deposit is on its way. Kind regards James Mason

1/5

Google

Took a week and a half of calling and being told that they will call me back to get the keys and when I came to pick them up I've been told that I could have done that a week ago. They would come into the flat sometimes as often as 6 times a month (they usually do give a 24h notice but still). Took 3 months to get my deposit back. The flat was good value for money but it was not worth the hassle.

2 · 5 June 2018

Agent replied

Hi Tom, sorry to hear that you had problems. Unfortunately, I can't find your name anywhere in our tenant database. Please could you drop me a line at james.mason@purplefrogproperty.com, so I can find out more? I look forward to hearing from you. Best regards James

1/5

Google

Tries to fleece as much money as possible from every student tenant that leaves their property. They do not attempt to communicate reasonably to the tenants, only keep their complaints at a distance and ask for money at every opportunity possible. I think their business plan is to take all the money from students that they can get away with. My friend has been fully charged for an oven despite it being listed as broken on the inventory when they moved in. Wouldn’t be surprised if they charged the previous tenants for it. Throughout their tenancy, the boiler broke about 5 times. On each of the occasions, they just sent round some handyman (who knew nothing about plumbing/boilers to do some quick fix - it was never properly fixed). Honestly, do not walk through that purple door. Nothing but a business trying to make the best of people in a poor situation.

OJ · 5 June 2018

Agent replied

Dear Oliver Sorry to hear your friend had issues with their tenancy. I appreciate that you are being protective of them by posting this. Who doesn't want to help a friend? However, I feel I should say that, as you don't have direct experience of using Purple Frog, your review is inappropriate. You are making serious claims about the business without having direct knowledge of the events you are discussing. As you aren't a tenant, you would not have been included in any of the discussions between Purple Frog and the tenants, around the issues you detail above. In terms of your assertion that we ask for money at every opportunity, our fees and charges are clearly published on our website: https://www.purplefrogproperty.com/contact-us/fees-charges/. We do not hide any charges and are upfront about costs from the very start. Tenants' deposits are protected by a third party and we make sure that tenants are fully aware of their responsibilities when moving out (for instance: https://www.purplefrogproperty.com/students/howtokeepyourdeposit/). This includes being transparent about possible deductions that they may incur. This gives them opportunities to sort these issues before the end of their tenancy, thereby avoid the deduction. While I don't doubt that your friend feels there were problems during the tenancy, you yourself aren't aware of the full facts. After all, you did not see the inventory that we provided at the beginning of the tenancy and you don't know how or why the boiler was mended. We are always happy to receive feedback from people who have had genuine experiences of using our services. If we have made mistakes, we are more than happy to speak to your friend and see what the issue is. To this end, I'd strongly urge that your friend contacts me directly at james.mason@purplefrogproperty.com, so I can find out about the actual issues they have had and see if anything can be done to set the issues right. In the meantime, as it stands, your review is a bit spurious, and I urge you to remove it as it is not based on a personal experience. I look forward to hearing from your friend. My email address is james.mason@purplefrogproperty.com and my direct dial is 0121 796 0041. Kind regards James Mason

1/5

Google

They were very manipulating. They lied. They pressured me into renting an apartment that was advertised incorrectly when we asked they didn’t tell us at first and they did not refund me the holding deposit that we paid. Avoid at all costs.

Sara · 13 July 2025

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