Trusted Agent profile · Bristol
Verified
★★★★★
538 reviews across 1 platform
134 Whiteladies Road, Bristol, BS8 2RS
Part of Purple Frog Property, see every office.
Purple Frog Property's office in Bristol, at 134 Whiteladies Road, is rated 3.7 out of 5 across 538 reviews on 1 platform, including 538 Google reviews rated 3.7.
Purple Frog specialise in the letting, management, sale and development of student property in Birmingham, Nottingham and Bristol. The company's founders were students when they set up the company and they strive to ensure they provide the best possible service to landlords and tenants.
Every review we hold for the Bristol office, from every platform, shown as written. First names only.
1/5
GoogleThey 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.
1/5
GooglePretty useless all round.Bristol office anyway. Last year my sons house was not ready even though the purple frog agency had arranged key pick up at their office with me & him Unsafe, still a building site. "the landlords fault" they said even though they were meant to have checked & done an inventory (none done). Moved in a month later but needed emergency accommodation. Private Landlord MARTIN KIMCHEE was totally unprofessional throughout the process also and blamed the agent & his builder. Throughout whole process no support as know captive market. After the term money deducted for some basic cleaning but even though there were huge out of pocket expenses due to initial mess up from PF and the landlord. (Apparently PF only managed the property, so not sure what they did for their cut apart from hand out keys to un-inspected slum like accommodation) But even though thee were emergency accommodation and double trips to make for some of the tenants and parents "it was ok according to PF because they moved in a month later and didn't have to pay for the 1st month"!! Unfortunately not much people can do, the rules are stacked against complaints,Ombudsman, forget it, even with local EHO involved still requires heroics just to achieve basic standards and professional support for tenants. If wondering NO it was still a dump after the extra months time to prepare.
Dear Stephen Stones Sorry to hear that your son had problems with his student accommodation last year. I understand that you have been in touch with the branch about the situation. If you would like to speak to someone at head office about the issues you mention, please can you get in contact with me? My contact details are: james.mason@purplefrogproperty.com; tel: 0121 796 0041. I look forward to hearing from you. James Mason Head Office Purple Frog Property james.mason@purplefrogproperty.com 0121 796 0041
1/5
GoogleAvoid purple frog like the plague, especially if you are a student. we rented with them this time last year and they continuously ignored requests for Maintence; we were without a washing machine for 2 months (despite it being a part of our inventory) and they refused to reimburse us for laundrette money. We didn't have curtains or a Hoover (again both items listed in our iventory) throughout our whole tenancy, despite repeated requests for them. When one tenant lost their key, they refused to let us cut a new one ourselves but did not cut a new one by the end of our tenancy (if at all) so said tenant was without a key for 6 months of his tenancy. In addition to this, they would arrange house viewings without letting us know, one time I got woken up by people in my room who had come to look at the flat! The list of issues we had with them was endless, however the worst part was the amount of money we were charged when we moved out, we cleaned the flat to the stipulated standard yet somehow we got charged over £400 in cleaning fees. DO NOT rent with purple frog, particularly students; they will do the bare minimum to assist you throughout your tenancy and attempt to charge you extortionate amounts when you move out. If you are a student you don't have to settle for this poor quality service there are plenty of other decent agencies out there in Bristol!!
Dear Jess, Sorry to hear that you had such a poor time in your student house last year. I've looked you up on our database and it seems that you were living in a let-only property. This means that the landlord was responsible for maintenance, including the issues you mention with the hoover, curtains, washing machine etc. In fact, I have looked through our maintenance log for your tenancy and none of these issues were reported to us. The same is true of the key situation. I can see from our database that you collected your keys from the landlord, so they would have been responsible for any issues that you experience with this. Again, there are no notes recorded on our database that you raised these issues with us at the time. With regards to the issue with arranging viewings at the house, we send notices 24 hours before attending a property, usually as texts. I'm sorry that on one occasion you were surprised by someone attending a viewing. I realise that it was over 12 months ago, but I have asked the branch to look through any notices that they sent. If you can remember the date that this took place, it would be very useful, so we could match the dates with our list of viewings. I am sorry that you felt that the deposit charges were unfair. While we did organise the end of tenancy cleaning, it was your landlord who secured your deposit for you. We simple arranged for the cleaning and then passed the invoices to them. You should have been given the opportunity to dispute any charges that you felt were unfair. For houses that we manage, we make it clear that you are free to question any charges that are applied. Our deposits process is explained here: http://www.purplefrogproperty.com/blog/zen-deposits/. If your landlord did not give you the opportunity to dispute, please could you let me know? Purple Frog needs to know if one of the landlords we work with is not giving their tenants an opportunity to dispute a charge. Obviously, your experiences at the property have affected you enough that you felt the need to write a review a year after you had moved out. We are concerned that a property that we found for you turned out to be below expectations and that you struggled to have issues sorted out. To this end, the Bristol branch has forwarded your comments to the landlord, to make them aware that you left the property feeling unhappy with your experience. That said, I feel that your review is incredibly unfair to Purple Frog - the issues that you mention have nothing to do with our agency. You did not raise them with us at the time and then, 12 months after the fact, post a review criticising us for things beyond our control. Had you mentioned your maintenance issues to us while you lived in the property, we would have intervened with the landlord on your behalf - the safety, security and happiness of tenants is always our priority. I hope that you reconsider the fairness of your review and take it off Google. We are happy to receive and address feedback based on the services that we provide. In this instance, I do not feel that the review does this. If you would like to discuss your experience with me, so I can pass more details to the landlord, please feel free to contact me on james.mason@purplefrogproperty.com or by calling my direct line on 0121 796 0041. Best regards, James Mason
5/5
GoogleToday I went to some properties with property agent who is Sal. Sal is really friendly, outstanding and showed/explained everything about house.
5/5
GoogleI recently had an issue with my mattress moving into a new property. However I just wanted to praise the way the issue was handled by Sal who works at purple frog. He went above and beyond to ensure the issue was solved promptly and handled the situation in a very polite and professional manner even on his day off he is an asset to this company.
5/5
GoogleI had a positive experience of applying to be a guarantor with Purple Frog. I uploaded a single document to prove my ability to cover my daughter's rent. Laurence emailed me to ask for clarification and I was happy to respond. He then contacted me to reassure me that all was fine and the application was approved. This experience compares very favourably with an agency where everything was done by robots and offshore operatives who did not seem to understand anything I uploaded - such a stressful and dispiriting experience that we pulled out. I recommend Purple Frog for its friendly local customer support.
1/5
GoogleTerrible treatment. Enquired about a property, and was ready to put a deposit down but the man on the phone encouraged us to do a viewing before hand. Made a viewing but as I had been travelling across the country far too many times, I could not make it so asked my sister who was in Bristol to go. She got to the viewing, no one there, so I called up purple frog to see why no one was there and they just said to me "Oh the house is gone, sorry". Didn't even tell me in advance, seeing as we had a viewing. No one turned up. I could have just put the reservation down the day before and had the house! They were extremely rude with regards to sympathy and understanding, as well as following usual tenancy protocol such a blocked viewings and then giving all viewers and equal chance to get the property. NEVER book with purple frog.
Hi Angelina, I'm the co-owner of Purple Frog and was actually present in the office during this incident. The property was a new instruction and pretty much our only remaining on the market so had attracted high demand and we had accompanied many viewings during the day. Firstly, my colleague Keith was inside the property accompanying another viewing. He was present at the time your sister should have arrived but waited around 10 minutes, at this stage he could wait no longer and had to move on to the next appointment. At the time our office was contacted for guidance on how to locate the flat, the property had JUST been reserved over the phone by a group that arrived on the dot to their appointment. There is simply nothing we can do about this, we can only operate on a first come first serve basis, it is not fair to prejudice groups or individuals. Imagine if it had been them late and you had arrived and reserved it first? When your mum rang, our agent at the property didn't even know that the group had taken the flat and was still carrying out viewings (we hadn't been able to get through to him on the phone) so rather than let you falsely view it, we were transparent and honest and advised you of the situation. At no point during the call did Alice become rude or aggressive, which the opposite of the person on the phone to us (I believe your mum) who was swearing and shouting continually. Alice was extremely apologetic. We do not as a policy allow anyone to reserve or rent a room or flat without viewing it. We have an obligation for you to ensure you are happy with the property and that it matches your expectations based on our marketing material. When you enter into an agreement you let the property 'as seen', you have not seen it and therefore cannot rent, which is why you cannot reserve a property before viewing it. I am disappointed you are leaving such a negative review for a situation totally out of our control. I appreciate you are frustrated at the situation but it is not our fault. There is HUGE demand in Bristol for accommodation and not enough of a supply and I feel your negativity about this is incorrectly targeted at us. I hope you will consider removing this review as I do not feel it is fair. I wish you all the best in finding suitable accommodation and sorry that we could not help. Kind Regards, Greg White
5/5
GoogleFinding and getting to rent this house was absolutely no stress at all because of Isaac we where glad to have him help us find our home in Bristol many thanks to him kind regards -Leon angel
1/5
GoogleDo not under any circumstances use Purple Frog or live in 3 Hinton Road, We had serious mould in the house for 3+ months and was only sorted when they sent someone to paint over damp in a room for a viewing and he said he’d come back to sort it, they didn’t even send out a plumber to look at a broken radiator in a room in winter for 2 months after numerous complaints leaving the room damp and causing Mildew, they have also held our deposit for 12 weeks when we were told 3-5 days. They have blamed the landlord numerous times when the landlord did his job by agreeing the deductions and Purple Frog didn’t process the payment. Fair play to Andrew who is the only one who was useful and actually explained the process to us instead of the usual ‘I’ll pass it on to my manager’’ Once again, under no circumstances should you use Purple Frog in Bristol, complete shambles of an estate agents!
5/5
GoogleI had some queries regarding signing up to be my student sons guarantor. Laurence was very helpful and sorting my issues for me in a professional and efficient manner.
5/5
GoogleWould just like to say that they are very helpful with you in sorting out a viewing always got back to me after I'd sent an email. Very pleasing customer service the lady that delt with me Lauren was very helpful too. Highly recommended Ben
5/5
GoogleCarla was the best! She should be on selling sunset.
5/5
GoogleAmazing estate agent, really helpful when finding and setting up houses in Bristol, especially Carla and Andrew who were a massive help to me and my housemates !
5/5
GoogleI'm using Purplefrog for my accommodation for the coming year and the head office staff ( especially Laurence) have been very prompt and helpful :) hope my tenancy goes as smoothly as the admin!
5/5
GoogleBec has been a very helpful, patient and professional administrator for us whilst in the process of applying for a student home. Thanks Bec!
5/5
Googlei spoke to Alice and they were very helpful and changed my name on the system for me!
5/5
GoogleWant to thank Laurence for his help yesterday, we came in to sort some issues with our property and we met with kindness and compassion, THANK YOU!!
4/5
GoogleLaurence has been very helpful in responding to my inquiries and emails and has given me good information when I have finalised my contract for my property
5/5
GoogleLaurence has been great help over the phone with questions that I've had in regards to my new house ! Thank you for making the process as simple as it could be :)
5/5
GoogleReally friendly and approachable, Sal was especially helpful with booking a viewing and he was happy to answer all questions and provide advice.
1/5
GoogleHorrible, don't waste your time or money with Purple Frog. Don't be fooled, they are nice for your viewing but the minute you've signed the contract, you are no longer worth their time. Our flat is supposedly non-smoking, and yet they don't do anything to stop people from doing so even with many complaints. They say they're following legal processes, but after months and months of complaining there has been no change.
Hi Sabreenna As I said in my previous response to you, please could you drop me an email at james.mason@purplefrogproperty.com and we'll see if we can sort this out for you? I look forward to hearing from you. Kind regards James Mason
1/5
GoogleWorst lettings company EVER. Do not rent from them, letting a house from the Bristol branch and they have been incompetent and useless the entire time; they allowed the landlord to remove all the plaster from our corridor walls without our knowledge or permission during last two months of tenancy, mold and damp throughout the property, when I moved in my bed was broken, heating didn’t work in December and no CO2 monior was installed until January, not only are they incompetent but the houses they are leasing are UNSAFE. Had countless problems throughout the tenancy that were never resolved. Absolutely horrendous do not go with them!!!
1/5
GoogleI rented a property from the Bristol branch for the academic year starting September 2022 and it was absolutely awful. They were helpful during the “signing contract” phase but after that they were useless. I’m a graduate student and have been with 5 different tenancy agents for 6 years across Bristol and Plymouth. This company is, by far, the worst I’ve encountered. When I moved in, the house had multiple faults including a broken tumble drier which was never repaired despite being broken since I moved in and my room was absolutely filthy. Additionally, communication with the staff was very slow, especially for repairs of faults, of which there were many. At the end of the tenancy, we were charged a lot for not having cleaned parts of the house enough which I found ironic as my room, and the rest of the house, was very dirty when I moved in. I strongly recommend you to not sign a tenancy with the Bristol branch of the company.
1/5
GoogleThe staff are uncooperative, incompetent and clearly don't know how to do their job. I have made two viewings with this company and have called in the morning on both to be sent over the exact address specifics, as requested by the company, and both times have been told that i'm not even in their systems let alone in their diary for a viewing. Complete and utter waste of time
Dear Izzy Sorry to hear that you're unhappy with your viewing booking. Please could you send me some more information about how you booked your viewing? We haven't been able to locate your message in the mailbox requesting a viewing and have only got notes for one conversation you had with the team on the phone. If we have missed information from you, we need to find out why. Please drop me an email at james.mason@purplefrogproperty.com, so I can find out more. I look forward to hearing from you. Kind regards James Mason
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