Every review we hold for the Cathays office, from every platform, shown as written. First names only.
★★★★★ 1/5
FacebookI would never recommend Pinnacle to anyone! It’s been over 2 and a half months since we’ve moved out of the property and there has been no attempts to give us back our deposit. We haven’t even been sent a full report regarding any potential charges.
They don’t respond to any emails and when you call them they just apologise and say they’ll get back to you. We went in once and they they just apologised that’s it! WHAT IS HAPPENING WITH OUR DEPOSIT?
Absolutely disgusted with the level of
service received in relation to our deposits. We’re literally stuck we can’t even dispute anything since we don’t know if we’ve been charged any or not they don’t tell us anything!
STAY AWAY FROM THEM!
Maisha · 11 September 2019
★★★★★ 1/5
FacebookThe worst estate agent in Cardiff. AVOID AT ALL COSTS.
We reported a mouse infestation 6 months into our tenancy and we were still completely overrun 6 months after when we moved out. We contacted them multiple times only to be either completely ignored or told it was our fault. When the contractor was eventually called in (after we threatened legal action) he informed us that there were multiple holes in the exterior walls of the house that the mice could get through and they tunnelling through all the walls which were completely rotten due to a flooded basement (which we had been locked out of, possibly to stop us knowing about it). For 6 months out of the year we lived there the kitchen was completely unusable and a health hazard but no effort was made to correct this.
Since moving out 60 days ago we still have not received our deposit back nor have we been given a list of charges despite emailing and phoning multiple times a week, again mostly being either completely ignored or fed false promises.
Abi · 29 August 2019
★★★★★ 5/5
GoogleFriendly landlord, regular contact, fixed problems when asked, flexible rent structures.
Ned · 13 July 2025
★★★★★ 5/5
FacebookI truly recommend Pinnacle agency. When I had a big misunderstanding they quickly took care of it and refunded my money immediately. I was very positive surprised, especially that I've got a bad experience with other agency and always had to wait very long for any explanation and help.
Also, James showed his understanding and patience in regard to my international student situation and really helped me and my friends to manage with conditions and terms in a very opportune way for us. We are really grateful.
Natalia · 1 May 2018
★★★★★ 1/5
FacebookI have used Pinnacles several times before, however this time has become an exhausting exercise littered with clumsiness, failures to communicate, failure to acknowledge very specific criteria, failure to email information correctly and am now so disappointed that I will be looking for some kind of compensation due to my requiring to call them from half way around the world to push, shove, cajole and correct them. I post now because I want to see how long it takes for them to complete their business with me. Instead of having to call them to find out what is missing, perhaps Pinnacles can scramble around and see what they may have not sent me. If someone from this company gets round to reading this, then please do not reply with a grovelling apology, reply with the email address of the head of your company. I am not going through the expense of sending a letter of complaint (from Nepal) which I would have done if I were in the UK; I want to send an email.
Ken · 28 March 2018
★★★★★ 1/5
FacebookCan be great during tenancy but I found their customer server very bad at the start and end. I have had to fight for a month to get my deposit back, despite having no deductions, and I am still fighting to get my rent repayment back. Every time I call I'm told there is no one available, and continually promise that someone will contact me, but they never do. I even wrote to the director, but even he hasn't replied. When I first moved into the property it hadn't been cleaned and the previous tenants stuff was still there... when I called I was laughed at and told they probably wouldn't be able to get a cleaner there for a few days.... The director had since apologised in person for that incident.
Dan · 25 January 2018
★★★★★ 1/5
FacebookVery unhelpful. It's not even the poor member of staff's fault that have to deal with you. Repeated emails reporting issues in my property were ignored until one day an electric shortage saved us from a fire no thanks to shoddy plumbing and an electrical outlet placed below a sink?! Lucky to have my life but received no apology. When it came time for our bond to be returned they contested multiple issues with the house which were all noted and originated BEFORE we moved in. They then decided not to submit any evidence when we challenged this and had to wait 4 MONTHS to receive our bond when they had essentially broken the law. Very eager to 'close the sale' however they are unsupportive and their managers seem to never be available. Also, any calls to their number were directed to a call centre in Glasgow?! So was forced to walk in to branch only to have someone completely unaware of the goings on with our property. Honestly useless company, very little customer service after getting you to sign the contracts. AVOID AT ALL COSTS.
Ieuan · 23 November 2017
★★★★★ 5/5
FacebookRecently signed for a property, lead by Will who was great in showing us around and was genuinely friendly and helpful. They have tea, coffee and sweets in the office which is fab.
The only point of contention were the agency fees, which were a bit higher than other agents, and they still charge it even if you re-sign, which is a bit painful... Possibly something to consider if you want to keep tenants longer, which is easier for everyone.
Ivy · 19 November 2017
★★★★★ 1/5
GoogleAbsolutely disgusting customer service which may aswel not even even exist. Tried to arrange a viewing so tried the website booking which wasn't working. Called the telephone number and it directs to website to book and then puts you on …
G · 16 April 2024
★★★★★ 5/5
FacebookThank you Symone Pearce for your prompt responses and effective communication between tenant and landlord. Issues are finally being resolved since you have been handling my queries. Keep up the good work!
Ruhela · 24 February 2017
★★★★★ 1/5
FacebookI am a Landlord and Pinnacle managed 2 Houses for less than 1 year. When the Tenants moved out, I was told by Pinnacle in July 2016 to replace the Electric Hob and I would be compensated. It's December tomorrow and I am still waiting. Can Charlotte Redding make the payment as I have lost my patience.
I am currently owed £ 350 and I am not getting any service. Pinnacle have a serious Management problem, they should be investigated by a Government Agency as they are not responsible and they are not regulated.
Jeremy · 30 November 2016
★★★★★ 1/5
Facebook4 months after I left I still didn't manage to get a clear response regarding my deposit. Closest to an answer I got was we're looking into it ( which is not even an answer ). Called them more than 30 times, they always say that they will call you back ASAP, but that never happens. Moreover, for a month or so, they're not even answering anymore, it's like they hired only 1 person to deal with the deposits and due to financial constraints they had to fire him. Don't even try to send an email, I dont think they ever check that, unless it explicity states free money in the subject. And dont trust the facebook community manager neither. He/she's just delievering false promises of solving the problems, but that's just another lie they feed you. Contacted the agency on facebook 4 times, only once did someone actually sent an email stating that they will send me an email back in 2-3 working days about the status of the deposit, which never happend.
Not to talk about their services. Had a broken radiator in one of the shower rooms (imagine taking a shower and freezing your balls off after exiting the shower room) , multiple attempts and calls later I got the best answer ever: "You're a man, suck it up ". What kind of an idiotic response is that? Would you pay for my medical bills if I got sick because of your shear incompetency? Thought so.
TL;DR: If you enjoy having to argue on a daily basis and not ever getting your deposit back, or having awful service, this agency is for you. Fun stuff.
Cy · 27 September 2016
★★★★★ 1/5
FacebookI can honestly say if there was a 0 star option I would select it . This company is an absolute joke. From the moment I moved in to my house the services have been appalling, except for taking your money of course because that's all they care about. I reported a hole in my floor boards that was the size of a football that I could literally have fallen down. This was last August and I'm quite confident that it will still be there for the new tenants as there was no importance put to that at all. After multiple unanswered complaints about damp walls broken worktops etc. we then moved out of our house in June. Here we are 8 WEEKS LATER with no deposit returned and 20 plus calls to a call centre where we were told every single time without fail "we will chase this up for you". We have not yet had a single returned call from the company. This letting agents is appalling and I am disgusted at the way we as customers have been treated. Absolutely shocking agency.
Tim · 22 August 2016
★★★★★ 1/5
FacebookIf I could give no stars, I would. As people have said, Pinnacle are all very nice to you until you sign the contract and hand over the ridiculous amount of money for the admin fee. To be fair, our time living in the flat was absolutely fine. They fixed the curtains and a broken window (not broken by us). However, it's now time for them to return our deposit. We left on the 30th June and after nearly 2 months of asking and emailing, they have only just told us what they think we should get back.
They have decided to ask for around 90% of our deposit, nearly £750. This is obviously ridiculous as we left the house in a better state than we found it. They also asked for money to repair the curtains, which have already been repaired!! Also, I don't know what cleaning company charges £120 to hoover and dust but apparently Pinnacle have found them.
Also, don't trust the 5* reviews. They've all been left before the tenants have moved in and I'm sure those tenants didn't have an easy time getting their deposit back.
Sarah · 19 August 2016
★★★★★ 1/5
FacebookTwice during the tenancy we used Pinnacle's online system for documenting maintenance issues with the house. Twice they never got back to us. Only after a considerate amount of effort on our end were we able to get some sort of response from them. The flat however was for the most part excellent.
NOW. Its almost 2 months after we moved out of the property and we have heard nothing in regards to the return of our deposit. We were promised that by the end of July we would have our deposit returned to us at most, or an update at the very least. It is now mid August and the only information we have heard is the same generic messages parroted back to us: "it's a very busy time of year" "I'll get someone to look into this for you and we get back to you". No specific details to our property's deposit whatsoever. Since our latest request for information made last Monday we have of course heard absolutely nothing more. Not a phone call. Not an email. Not a text message. Considering the deposit was the best part of £1000 - money which we're relying on having back - they seem to be taking an incredibly relaxed atttitude towards returning it.
Taking into account the ridiculously priced agency fees we paid when we signed the contract, we would have thought they would actually be able to do their job - as an agency - properly and efficiently.
I regret having to write this message and leave this review but Pinnacle has left us with little choice.
We keep our fingers crossed that we will be receiving an update regarding our deposit VERY soon.
Bob · 15 August 2016
★★★★★ 1/5
FacebookA truly appalling service. Numerous, numerous inquiries never dealt with in any way and out and out ignored. Deceitful behaviour, negligence of basic human needs in terms of housing, and total disregard for the massive difficulties put on me and my housemates by their total lack of attention or help. Not only would I thoroughly recommend that ANYONE goes ANYWHERE else than here for a letting agency but also that all the people who have suffered equally let it be known so that this company can either start providing a remotely satisfactory service or can be shut down to avoid many more students like me feeling utterly tricked out of their money.
Manu · 10 August 2016
★★★★★ 1/5
FacebookLeft the flat (Cardiff Agate str.) more than a month ago (23rd June). Still waiting for the deposit. Sent 6 emails, did lots of calls (got same amount of promises to ring back what never happend). I don't need to care that this is a busy period for you, I paid for a service for myself not for other tenants, so I cannot care the thing you are busy. We left the flat a week earlier than your busy period starts so the busyness is not an excuse for me. You ran out from every deadline what you promised.
I need to begin to take legal action maybe it will make you faster...
My experinces after 2 years:
- They are really kind when you sign the contract and you pay the agency fee (what is not the cheapest (and I was polite) in Cardiff). Any other case they are not so cooperative.
- The maintenance is unprofessional and unreliable. Thay don't come when they promised to come (asked 4 times to fix the tap in the bathroom, never happend).
- Many times they don't care you would like to be in the property if they want to come to visit the property. They did not come but the appointment was arranged. They came in an other appointment what they did not arrange us.
Tenants and landlords: totally not recommended!!!
Sági · 6 August 2016
★★★★★ 1/5
FacebookDuring the communication, exactly while we paid for the agency fee, the rental amount has changed. After we pay for it , the price on the website has increased! That' really annoying me! I just cannot believe what I saw!
What's more, the agent didn't answer the core questions, always repeat what he has said, just repeat and repeat it is the landlord' decision again. That' s what we want to know! The real question is they didn't tell us before! And When it comes to the information what we ask, he just ignored!
We want to know the deposit! He ignored!
We want to know the information about landlord' summer renewal! He ignored!
That's really not a satisfacture experience! And the sudden change of price just make me doubt the reputation of this agency!
Shaw · 16 May 2016
★★★★★ 1/5
FacebookWorse costumer service Ever on the history of Costumer Service..
2 years living on a property managed by them and have only been able to talk to the twice..
Never get reply to my emails.. Every time I call i get to the overflow line and NEVER get a call back they took details and NEVER GET A CALL BACK...
They will call you if for any reason you fail to pay on the day and threaten to charge you extra for the delay...
But HOW YOU DARE TO CALL THEM!! you will never get a call back..
Off course, Press the option for a new investor or if you are a landlord and they will answer straight away... (OBVIOUSLY THEY WILL NOT HELP AT ALL AS THEY WILL CLAIM THEY CANT DO ANYTHING OR CHECK ANYTHING, WILL TAKE YOU DETAILS AGAIN AND YOU CAN WAIT SEATED)
GOOD LUCK!!
Javier · 22 March 2016
★★★★★ 1/5
FacebookWe've been renting with Pinnacle for about 3 years now in the same property.
For a estate agent that clearly takes a lot of time to drum up student clients, the communications towards professional clients is truly shocking.
Whenever I reply to messages from them, I never get a reply, just another message further down the line telling me I haven't replied or got back to them.
An example of this is the yearly confirmation of if we are staying on in our apartment.
I had a message this morning telling me they will be advertising your place TOMORROW even though we BOTH replied to a message a few weeks ago...!?!?!?
The same goes for rent messages! They are so so quick to send out messages concerning late rent (Im a student, I pay in lump sums and need to wait until my money comes in), but NEVER reply to messages when I explain my situation. The only messages I get is when they are informing me concerning late charges.
All of this wouldn't be that much of a problem if I didn't need to go in every year and hand over nearly £100 just to stay on. They don't deserve the money as they can't even communicate with customers properly. For that reason, I give them 1/5.
James · 15 February 2016
★★★★★ 1/5
FacebookI'm writing this review to warn everyone NOT to use Pinnacle! As a student, do not be fooled by their free 'goodies' as once you sign the contract Pinnacle will completely turn against you and well ignore you!
The attitude of the staff has been rude, unhelpful and ignorant. When reporting issues we struggle to get in contact through any means with any of the team as we are constantly chasing up emails and phone calls we have been promised to have a response back to.
Here are some overall problems we have encountered:
1. The house wasn't up to a standard hygiene requirement
2. Broken smoke alarm, broken hoover full of dirt and rice from previous tenants and being held together with sellotape and broken furniture (desk chair was rusted through and being held together with string)
3. Mould on the fabric wardrobes and stained curtains
4. Washing machine constantly breaking and having to wait most of the time at least a week or more to have it fixed only for it to break a couple of days later
5. Being lied to about the types of metres in the house - we were told at our viewing that all water, gas and electric were billed but in fact the electric was a PAYG metre which worked out much more expensive as it turned out we ended up paying off old tenants' debts!
6. Having a broken boiler (so without hot water or heating) for over 4 weeks in the middle of winter. After all of us chasing Pinnacle up we finally had a contractor come out WITHOUT the required 24 hour notice text and then had him let himself in to the property UNANNOUNCED and into one of the girls' bedrooms whilst she was at home on her own in bed. Obviously this was a worrying time for all tenants and now we do not feel comfortable being home on our own.
What was hardest about these issues was trying to get hold of Pinnacle to resolve them. When reporting issues we received no response through email and most phone calls we were hung up on or not contacted back. After this happened numerous times we finally got our landlord out to see the first of our problems in mid September and their response along with Pinnacle's was "that's students for you".
We may be students but we are paying as adults and should be treated as so.
Bekii · 17 December 2015
★★★★★ 1/5
YellRude, Ignorant and unhelpful!
The attitude of the staff has been rude, unhelpful and ignorant. When reporting issues we struggle to get in contact as we are ignored on emails and hung up on when we phone up. Some overall problems we have encountered:1. The house wasn't up to a standard hygiene requirement 2. Broken smoke alarm and broken furniture3. Being lied to about the types of metres in the house - we ended up paying off old tenants' debts!4. Having a broken boiler for over 4 weeks, we finally had a contractor come out and let himself in to the property UNANNOUNCED and into one of the girls' bedrooms whilst she was at home on her own in bed!Pinnacle are a very unprofessional and unhelpful agency and I advise everyone to stay away from them!
RebeccaH-3 · 15 December 2015
★★★★★ 1/5
FacebookIf I could give this letting agency no stars I would. We arrived to a property in a disgusting state (still had old food in the cupboards). The lettings team assured us that the property had received a "deep clean". It was later revealed that this was a lie - they had deemed the property perfect for the new tenants without a clean. The damp has started to destroy our items, the handles on the doors do not work, the wardrobes lean dangerously forward (one of them actually falls), mouldy blinds hang in our rooms and the bathroom lights have been broken since we moved in (going to the toilet at night is not a pleasant experience). PLEASE DO NOT RENT THROUGH PINNACLE.
Eleri · 11 November 2015
★★★★★ 1/5
FacebookMy housemates and I have had a terrible experience trying to get our deposits back. Our tenancy ended almost two months ago, and we were told when we asked about our deposit (and their legal requirement to give it back to us within 10 working days of us asking) they said they were waiting on a "cleaning invoice".
One and a half months later we were e-mailed a long list of faults with the house that they tried to charge us for that were present for years (and present in the opening inventory of the house).
Along with this was an almost £200 bill from a very suspect looking cleaning company which charged ludicrous amounts for dusting (considering this was supposedly done over a month after we moved out, of course dust would accumulate during that time - We left the house in a much better condition than when we moved in). We are still contesting this - they take over a week to reply to any of our emails and whenever we phone pinnacle they fob us off, saying they'll get somebody to phone us back. (Which they haven't done)
Making deductions like this without our permission is illegal and so we are currently looking into ADR proceedings with the Tenancy Deposit Scheme to get the right amount back from our deposit.
I would seriously recommend going elsewhere if you expect a reasonable amount of your deposit to be returned promptly
Lewys · 24 August 2015
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.
