Trusted Agent profile · Cardiff
★★★★★
113 reviews across 1 platform
164a Richmond Road, Roath, Cardiff, CF24 3BX
Imperial Services's office in Cardiff, at 164a Richmond Road, is rated 3.0 out of 5 across 113 reviews on 1 platform, including 113 Google reviews rated 3.0.
Every review we hold for the Cardiff office, from every platform, shown as written. First names only.
5/5
GoogleSome feedback regarding leeanne and the service team . The service with imperial had has been excellent. . When ever I have a problem some one gets back to me same day or the day after. The problem is sorted with out fuss And polite and friendly maner . Thank you to the service team for arranging a speedy delivery of a new oven this week . And thank you for helping with the rent this year
3/5
GoogleDisappointing experiences with this letting agency between 2022/23. Thankfully got my deposit back, but the property building quality at the time was sub-standard, had issues with problematic long-term tenants in the building that were out …
1/5
GoogleI was leaving for a year in apartment and was paying electricity that wasn’t consumed by me!!! It turned out that the meter was shared and I was paying the the next flat’s electricity!!! After having a despite with them and after me paying everything that needed to be paid I kept receiving letter from them that I still owe money !!!! Very disappointed and I don’t recommend this agency to absolutely anyone!!!
4/5
GoogleFreya and everyone at imperial have been really helpful towards getting anything fixed in our apartment. I really appreciate them all towards quick response especially the new washing machine. Kudos to you all.
1/5
GoogleAbsolutely horrible agency, please avoid if you can! I have been waiting for my deposit for over a month now, they recently shared that they would charge for paint and cleaning without any proof even though we left the house in a substantially better condition than found! Now i have to wait 14 working days each time for an email reply and they are refusing to speak on call about it!
1/5
GoogleMe and my partner were looking at a flat and had an email saying 2pm was the appointment. After I agreed he then changed it to 4. No problem got there for 4 stood outside for half an hour to no one showing up tried emailing and ringing but got no answer when ringing. Completely unprofessional not setting a very reliable standard. Wouldn’t rent off them if they are going to be like this with viewings let alone giving them thousands a month
3/5
GoogleMoved out just a few weeks ago, and had an email yesterday about returning my deposit and pretty happy to hear I'm getting the full refund after being used to landlords who will see a single spec of dust and try to charge for cleaning (that they would be doing regardless of how clean I left the property) so I'm pretty impressed on that front. They have affordable properties, and are easy enough to deal with. My property had a pretty big garden and they sent gardeners on a few occasions to get it tidied free of charge, which was very nice (and unexpected - I never asked but appreciated it a lot as despite my best efforts the weeds kept coming back). The property itself needed a fair amount of work, and I think more should have been done about the damp as some of my belongings ended up being ruined (nothing of much value, luckily - my oven gloves, and some wooden utensils that I hadn't unpacked straight away) - this is the main reason I haven't given an extra star. They did put a dehumidfier in the flat for a few days over winter, but I had a mini dehumidifier running in the kitchen 24/7 for months myself and I still had problems. Sometimes had to email/call a couple of times for issues, but that's standard for most letting agencies - other times I'd email or call and within a few hours someone would be sent to look at it so I imagine it just depended on how busy the office was. If you're looking for a cheap place in Cardiff, Imperial is a decent way to go. You won't get anything particularly luxurious, but that's to be expected for the price.
1/5
GoogleThis letting agency is extremely unprofessional and have a terrible attitude. After not receiving my deposit from moving out from my apartment for almost a month I went to the office to find out the problem. I was shouted at my Leanne , the woman working there who told me to email and said it wasn’t her department. I can’t believe a working professional would speak to someone like this, she left me very upset and feeling very overwhelmed. They have made things very difficult for me when I moved into the property , the flat was not even in good condition. My advise to management is hire workers who know how to speak to customers and do your job properly. I would stepping in the door of this agency!NegativeResponsiveness, Quality, Professionalism, Value
5/5
GoogleHappy with the flat and I found Leeanne and the team very professional and helpful - Brian Marshall
2/5
GoogleDeposits Team: absolutely unprofessional, I still haven't received my deposit back - 3 months after I moved out of the property, and I am being charged for unreasonable reasons, I had to raise the issue with TDS, they are unresponsive and unprofessional Maintenance Team: Always really quick and helpful (only negative thing, when it comes to furniture removal, they weren't helpful) Renting Team: somewhat helpful (quite understanding with regards to re-signing, however, i got charged twice for agency fees for no reason whatsoever)
1/5
Googleworst agency ever. everyone we spoke to was rude (a part from Tom, who was more reasonable than others, but still not the best) the whole process was complicated for no reason. we had to call numerous times to get through to someone and when we eventually did they’d be very unhelpful. the whole experience was stressful and tiering. do not recommend!!!!
1/5
GoogleExperienced a very trying 18 months with Imperial and some very unhelpful staff. - I work nights (as a staff nurse) and sleep during the day, one of these sleep days I half asleep when a man let himself into my flat and walked up the stairs. I know he didn't knock even though he claimed too. Informed the office as I was very upset and was told this was my fault and not really taken seriously. - I asked for a replacement mattress due to the one provided smelling strongly of cigarettes, they swapped the mattress for an older less comfortable one (it didn't smell though so small win). - I wouldn't rely on the out of hours lock out service, I left around 20 missed calls and 6 voicemails back in March and I am still awaiting a response (called a locksmith out eventually). - I was shown the property by a different letting agent therefore when I resigned I was required to pay the full amount of nearly £300 agency fees again, however if I had been shown the property by imperial I would have been eligible for a discount. This is very clever and I was backed into a corner. At the time of resigning my lease I was told I would not be able to take a copy of the contract that I had signed which i found very confusing. Overall the staff in the office made my stay very stressful and I was extremely glad to be leaving. One positive was the chap (Nigel) I dealt with in accounts (although retrieving my deposit was quite tricky) was very helpful and the only person I dealt with who actually helped me without being prompted with numerous calls and emails it's a shame I didn't deal with him until after my tenancy.
5/5
GoogleFreya recently helped me with an issue regarding an appliance. She's been a great help and is an asset to Imperial.
1/5
Googlevery bad service. specially staff memeber named - Maz who is responsible for letting. not at all professional … needs to learn what is customer service……. he doesn’t care how customer feels…. always rush for everything…. and then try to push us for some rubbish property… I wonder how this company os surviving with unprofessional person like him.
5/5
GoogleGreat services. Friendly staff especially Maz.
1/5
GoogleHello everyone. I start from the assumption that I was not completely satisfied with this room rental company, so I want to tell you about my experience. I'm Italian and I moved to Cardiff for two years to learn the language. Initially the agency was kind and helpful in obtaining a contract, which requires you to pay all the agreed monthly payments even if you leave the residence three or four months before (this is the tenant's choice / read the contract first before signing ). From the end of the contractual procedure until the end of the stay I noticed the incompetence of all the office employees. If I had a structural / physical problem (such as my radiator not working), you have to ask more than four times, almost pray, for its repair (In the end they didn't repair it properly). My room wasn't entirely bad, the price was also good but the relationship with the agency was cold and inappropriate giving the feeling of arrogance towards me. A friend of mine advised me to take photos of all the details of the room I rented before the first 7 days of the contract expired, to prove that you did not cause the damage already present. I followed the advice but for timing reasons I had to leave the room before the agency checked and made a damage list to issue any fines in my presence (here they took advantage of it). I'll tell you, photos are useless. They can always say that you made them at the last moment, on the last day. In fact, they made me pay £10 because they took an inventory (which should be included in the contract price), £40 for the existing stains on the wall (sorry to repaint the room, after years, for free), £60 for stains on the mattress when I myself then had to ask for its replacement which was successful after 14 months (the second mattress was given to me new, so I always kept it with 2 mattress covers to avoid further payments), another £10 for fixing of a chandelier that was dismantled before I arrived in Cardiff (and they know this very well), £6.40 PT-Part Cost- Unblocked 2x showers. With a total of £126.40 deducted from £600 (insurance installment given at the start of the contract). Of course, you'll say, Why didn't you contact them to talk about it? The agency itself sent me to talk about it if I wasn't happy with the results. However, being in Italy now, they don't want to talk on the phone because "they don't know if they are talking to the real customer" and by email they would reply with "sorry we can't help you, you have to pay". There's no point in deluding yourself. Finally I can give some general advice. If you have other options or other guesthouse agencies, it is better to consider this as a last resort even if the price is reasonable. Of course you may not believe me, but it's up to you to decide whether to try this on your skin. Greetings everyone
5/5
GoogleI thank the insurance company IMPERIAL for the immediate response and reimbursement of a traffic accident that occurred against me by a foreign vehicle.
5/5
GoogleHello, I really want to appreciate LEEANNE and her team for a job well done, thank you for giving me all the attention and assistance where necessary, at least now I can go to sleep with my both eyes closed. Thank you imperial for giving me a home, I'm grateful 🥰 …
1/5
GoogleAvoid Imperial Services, Poor Customer Experience and Unprofessional Staff (Maz) …
5/5
GoogleImperial have been amazing through out.nothing has been too much trouble.and if anything broke in flat it was fixed straight away and done to a great standard.the staff have kept us informed of everything.if I cud give them more than five stars I would
5/5
GoogleMy whole experience with imperial has been fantastic. Leeanne has gone above and beyond to help me in anyway I needed. The whole process from start to finish was made easy, simple & fast. My property was a good price, location and condition. Thank you imperial
1/5
Googlethey canceled my appointment to see the flat without notifying me, I went with my partner and I did not find anyone in front of the flat. I called the agency and they told me that the appointment had been canceled without notifying me and offering their apologies. agency without any seriousness and professionalism
4/5
GoogleI enjoyed my year in my flat let through Imperial Services. I only ever had one problem that required a call out and found the agency attended this swiftly and resolved the problem. The check in and check out of the flat were easy and quick and I would use this agency again if I moved back to Cardiff.
1/5
GoogleHORRIBLE!HORIBLE!HORIBLE!Service! that should be their name. Arranged an appointment didnt show up, made me waiting for about 40min. Woman in the reception useless. DONT USE THEM!!!
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.
Imperial Services's Cardiff office has 113 reviews across 1 platform: 113 on Google.
Imperial Services Cardiff is rated 3.0 out of 5 across all 113 reviews, and 3.0 out of 5 on Google from 113 reviews.
Imperial Services Cardiff, 164a Richmond Road, Roath, Cardiff, CF24 3BX.
