Pinnacle Letting and Estate Agents Cathays reviews

★★★★★ 1/5

Google

Absolutely filthy property, made no effort to clean it before we moved in, told us they would get rid of a piece of furniture before we moved in and 8 months later we still have it growing mould in our "living room". Property is infested with rats that have still not been dealt with despite reporting them before the new year. Shower was broken for 2 months. There is an extraordinary lack of communication between tenants and the landlords and letting agents. Any contractor they do get to sending round agree with us that the property is unfit to live in, and say the same to pinnacle, but they dont care. Avoid this company like the plague

Phoebe · 13 April 2023

★★★★★ 5/5

Google

Wyn has been excellent at responding to any problems we have had for last year and this year. Helping us with any needs, even on Sundays. Last year when any appliance broke he replaced them quickly with no fuss. So amazing would seriously recommend

Finley · 27 February 2025

★★★★★ 5/5

Google

I found it to be a daunting task searching for a suitable property after moving to Cardiff. I contacted and visited many estate agents but didnt find any property that suited us. Finally I contacted Mr Ashley Ridler from Pinnacle properties and found a property that matched my requirements. After my first contact with Mr Ridler he immediately arranged a number of viewings for us giving us more options to compare with.  After selecting a suitable property he also arranged required furniture to be delivered and all the paper work to be completed urgently. Almost everything was completed within a matter of a day. Although we faced few minor porblems subsequently these issues were also looked into and rectified by Mr Ashley Ridler and the team. Very happy with the excellent service and assistance provided by Mr Ridler and hence highly recommend Mr Ashley Ridler from Pinnacle properties.

Pooja · 30 July 2020

★★★★★ 1/5

Google

Pinnacle was great at first when we originally found our rental home for the year- and now fast forward almost a year since I moved out, I still have not received my rent deposit back. I have emailed several different times to several different agents, NO response. There has been no communication as to how or when I am expected to get my money back- Pinnacle is a waste of time to deal with especially if you want parts on your house fixed, or YOUR own money back that was part of a signed document. They are not following their code for their agency, they are not professional and legally they have withheld the funds from myself and 3 other roommates.

Miss · 29 October 2019

★★★★★ 1/5

Google

I would not recommend this estate agents to anyone. Me and my friends rented one of their properties last year, and the first thing was the house had not been cleaned at all (not even hoovered) by August 1st when we moved in. We complained multiple times about this, but their only excuse was that they had been charged by the cleaning company, therefore in their eyes it was clean, even though they could see themselves it was not. When we left the property, we had cleaned the house and left it in a much better state than when we moved in, and they proceeded to charge us £200 for not cleaning the house!! There were many other incidents throughout the year, for example our shower broke and they didn't send anyone round for a whole 2 weeks to fix it; there were ant and slug infestations; mould on the walls, honestly the list is endless. When it came to giving us our deposit back, they charged us £257.50 (£200 being the cleaning I've already mentioned). The rest of the money was mainly for damage that had been there when we moved in, and missing objects that again weren't there when we moved in! We were charged for a missing desk in one room, that had actually been chucked outside when we moved in, and pinnacle actually asked if we wanted them to remove it for us, so they knew we never had a desk to start with!! Their service and the way they treat tenants is disgusting, and I would strongly advise to anyone not to go with pinnacle, they are not worth your time and money.

Maisy · 17 September 2019

★★★★★ 5/5

Google

Moving houses is not only difficult physically, but emotionally as well, as it's always a major change. I am extremely happy to have found Pinnacle Lettings for my move. My agent, Will, has made the entire process simply delightful. He's been very helpful, encouraging and friendly. I cannot praise him enough. In a cut throat industry, he managed to make my transition into my new home a fun and friendly experience. Thank you Will, and thank you Pinnacle for my beautiful new home, my little nest! Yours, Claudia

Claudia · 31 July 2018

★★★★★ 5/5

Google

I lived in a Pinnacle home for just over 5 years. The people ranting on here are quite frankly "up themselves". Cardiff is a City - all homes are old, all drains, electrical wires etc are old. All homes have rodents under them and whom will make a special guest appearance at some point in the year. Rented accomodation in other Cities are bound to have the same problem. When you report a problem to Pinnacle you will be dealt with eventually but you must wait your turn because many other tennants will have reported the same type of problem. To say "I'm paying £600 a month to live in a dump"... well, no. You are paying £600 a month to live in Cardiff in the only place you can afford. If you have the money for better good luck finding anything at all. It very much irritates me that 1st year University students commit to their 2nd year accomodation MONTHS before knowing if they will be allowed back for a 2nd academic year. A tennancy agreement is a legally binding contract; dont expect a refund on something you have paid for prematurely. Anyway, there are many homes available all year round but deep into the winter availability is at a minimum. As for the rant from the people who want their bond back NOW, same as a pay rise, what makes you think you are automatically going to get it back? It is discretional. One final thing - people say "the landlord is a rich conman getting loads of rent but spending nothing on improvements". I know one landlord in a "all bills included" home made a LOSS and increasingly landlords are quitting the sector because of such costs the tennants know nothing about. Hole in my ceiling? Broken radiator? So what? I need to live in Cardiff for work purposes. It would be silly to quit a unsatisfactory Cardiff home and return to my family home in a rural town where there is no employment opportunities. Keep up the good work Pinnacle; you try your best but dont receive the recognition.

Chris · 31 July 2018

★★★★★ 1/5

Google

On the first day of moving in, the house was not cleaned and there was a Pinnacle employee still checking the items left behind; the place was filthy and it took us a day or two to clean. The garden/patio had broken glass and nails littered through it and the kitchen ceiling had a leak from the upstairs bathroom; I have pictures of the problems. Pinnacle did not respond quickly and stated that there was no broken glass or nails in the garden when they turned up - however they actually cleaned up part of the nails. I still found more after their visit. There was mold and damp; they simply stated there was a dehumidifier in the property and it took ages to get the mold sorted. They do not seem to be monitoring their contractors as he told them he repaired it but no one had turned up! Now it's time to get our deposit back and they have well passed the 10 day limit. I asked for a call 1 week ago and they still haven't got back to me. I called today and have had to request another call back. I do not feel confident in how they will handle our deposit so waiting to hear their response. Their house was filthy on arrival and I do expect the full deposit returned. Update 09/08/2017 The last response I received was an e-mail from them on 18th July 2017 stating they were uploading the closing inspection document and would be reviewing it. It has taken almost 3 weeks to get a closing inspection document and 3 more weeks to review it. This is unreasonable. Update 03/09/2017 Finally had a reply on 16th August, they didn't review the inventory and made £170 of charges. We have had to argue to drop this down the £45 and they are still trying to charge us for cleaning (£20) and a broken cupboard (£25) that isn't broken. Still not resolved...

Christopher · 31 July 2018

★★★★★ 1/5

Google

Been trying to contact them for 1 week now. Nobody picks up the call. The website is so trash and unresponsive. The online booking system doesn't work. Nobody is responding back to my emails. I don't think they are operating now.

Muhammad · 3 May 2024

★★★★★ 1/5

Google

DO NOT RENT FROM THIS AGENCY. Not even worth 1 star. Had nothing but issues which are yet to be resolved since complaints first went in in October, it is now May. Will was very helpful at the start, and is lovely every time we go into the office, but still NOTHING gets done. House wasn't cleaned before we moved in, still had rotting food in the cupboards, fridge and freezer among so many other issues, there are too many to type. We have had so many issues and even though, as everyone in the other reviews seems to also have been told to do, we have contacted Charlotte Redding so many times and still we are obviously being ignored until our tenancy runs out and they can get rid of us. AWFUL AWFUL CUSTOMER SERVICE, AWFUL RESPONSE TIME AND CONTENT AND AWFUL COMPANY. AVOID LIKE THE PLAGUE.

Megan · 17 September 2017

★★★★★ 1/5

Google

Honestly discracefuly. Countless emails, calls and visits to the shop ignored regarding where our deposit has gone. Furthermore on moving in to the property it was absolutely disgusting. Everything was filthy, there was mould, dust and stains on nearly every surface- which for a flat marketed as being for Postgraduates or Professionals was very disappointing. Not only this but the flat breached safety regulations by not having a fire alarm (which was noted in the inventory but no action taken). The fire door to the flat broke and was not properly fixed. The washine machine broke and was not fixed. Avoid at all costs.

Jack · 31 July 2017

★★★★★ 1/5

Google

Honestly discracefuly. Countless emails, calls and visits to the shop ignored regarding where our deposit has gone. Furthermore on moving in to the property it was absolutely disgusting. Everything was filthy, there was mould, dust and stains on nearly every surface- which for a flat marketed as being for Postgraduates or Professionals was very disappointing. Not only this but the flat breached safety regulations by not having a fire alarm (which was noted in the inventory but no action taken). The fire door to the flat broke and was not properly fixed. The washine machine broke and was not fixed. Avoid at all costs.

Sendy · 20 November 2016

★★★★★ 1/5

Google

Friendly, good customer service, on your side, knowledgeable and helpful staff, efficient at sorting out issues, easy to contact, reasonable agency fee, quick deposit return and good at keeping you up to date. If any of these are things you would like from an agency, I'd suggest you don't rent a property with Pinnacle Letting Agents. Pleasant until they get your money and then absolutely useless. *Reply to comment below* Hi, thank you for your response. Charlotte Redding is supposedly dealing with the return of my deposit. I have emailed her but it's been 2 weeks without a reply so far.

Perry · 17 September 2016

★★★★★ 4/5

Google

We actually sort out issues through our landlord not pinnacle, but any issues we have had have been solved really quickly. Before the house was signed for by new people the viewings were always at reasonable times and the people doing the viewings were always polite and friendly if we were in the house at the time. The house however was in a state when we moved in, for example the previous tenants had left bin bags of rubbish everywhere and clearly had not cleaned. It would have been nice to not have to scrub the house as soon as we moved in. Also, we had completed an inventory when we moved in, but got sent another 3 in October that included photos dated from over the summer that included some of our possessions in the inventory. These were corrected and sent back, but we had not been informed that the letting agents were coming into the house which we werent entirely comfortable with since we had already moved in. Overall though they have been far better than our previous letting agents.

Fi · 18 September 2013

★★★★★ 1/5

Google

A truly disgraceful company. Pinnacle Cathays, is perhaps the WORST company I have EVER dealt with. I cannot fathom how utterly INCOMPETENT they are at EVERYTHING they do. Multiple things were broken throughout the course of our tenancy (which we didn't cause) and it would take FOREVER for them to actually DO something about it. Furthermore, we STILL have not received our deposit back from them, and its SEPTEMBER. We all moved out nearly 3 months ago, and have contracts with other letting agencies, and they STILL have not returned our deposit to us. One more thing, I have never, in my entire life, come across a single person, company or ENTITY that was UTTERLY IMPOSSIBLE TO CONTACT. THEY DONT ANSWER THE PHONE, EVER. We must have rung them over 50 times A DAY last week, and they still do not answer the phone. Not only that, but they dont respond to emails, and they dont even TURN UP TO WORK, THATS RIGHT. The office is SHUT most days, as none of them can be bothered to even turn up to work. You would have better luck getting a response from your DOG, than ever getting one from this agency. I STRONGLY, STRONGLY, STRONGLY RECOMMEND THAT YOU DO NOT RENT A HOME WITH THIS AGENCY. Let me put it this way, if I was homeless, had pneumonia, and had no family, I wouldn't stay at a house run by Pinnacle FOR FREE. STAY FAR, FAR AWAY.

David · 17 April 2024

★★★★★ 1/5

Google

If you value your sanity, do NOT go anywhere near this company. They are utterly and completely useless. They provide no value to landlords as everytime I have ever had an issue as a tenant I had to go directly to the landlord for anything to be solved. Mouldy mattress? Reported to pinnacle and nothing happened for 3 months. Afterwhich I contacted the landlord directly and within a week I was sent the full amount of money back for replacing and disposing of the mattress. Whenever there was leaks or other issues with the property, literally nothing was done for days, even when there was a water leak through a light in the ceiling. And months later after we had moved out of the property we are still yet to get our deposit back, they NEVER answer their phones, they NEVER check emails and I don't even think they go into their offices. Luckily our deposit is protected by TDS so we can eventually retrieve it, but if it wasnt, pinnacle would have ran off with 2 grand of our money. If you are a student looking for a house, a professional looking for a rental or a landlord looking for an agent to manage your property, AVOID THIS COMPANY!

Elis · 17 April 2024

★★★★★ 5/5

Google

Wonderful. The staff have always been extremely professional, thorough and helpful. They have always ensured that my property is filled without delay and are also attentive to the needs of the tenants. A warm and friendly company. In particular, I would like to thank Reema, Property Services Manager, for always being so engaging, available to answer any questions and ensuring that the property is managed smoothly and efficiently.

John · 18 September 2013

★★★★★ 1/5

Google

A truly disgraceful company. Pinnacle Cathays, is perhaps the WORST company I have EVER dealt with. I cannot fathom how utterly INCOMPETENT they are at EVERYTHING they do. Multiple things were broken throughout the course of our tenancy (which we didn't cause) and it would take FOREVER for them to actually DO something about it. Furthermore, we STILL have not received our deposit back from them, and its SEPTEMBER. We all moved out nearly 3 months ago, and have contracts with other letting agencies, and they STILL have not returned our deposit to us. One more thing, I have never, in my entire life, come across a single person, company or ENTITY that was UTTERLY IMPOSSIBLE TO CONTACT. THEY DONT ANSWER THE PHONE, EVER. We must have rung them over 50 times A DAY last week, and they still do not answer the phone. Not only that, but they dont respond to emails, and they dont even TURN UP TO WORK, THATS RIGHT. The office is SHUT most days, as none of them can be bothered to even turn up to work. You would have better luck getting a response from your DOG, than ever getting one from this agency. I STRONGLY, STRONGLY, STRONGLY RECOMMEND THAT YOU DO NOT RENT A HOME WITH THIS AGENCY. Let me put it this way, if I was homeless, had pneumonia, and had no family, I wouldn't stay at a house run by Pinnacle FOR FREE. STAY FAR, FAR AWAY.

JASON · 9 November 2023

★★★★★ 1/5

Google

Terrible company, ignore all contact with you. Expect everyone to earn over £21,000 to rent a property. No I could buy one if I earned that amount. Threatened to not renew contract even through landlord told us we could stay. Unprofessional and Kayleigh who works there is never in office. Had fraud committed on bank account after giving them information they asked for which they denied. Worst company I have ever known

Lisa · 13 April 2024

★★★★★ 1/5

Google

A truly disgraceful company. Pinnacle Cathays, is perhaps the WORST company I have EVER dealt with. I cannot fathom how utterly INCOMPETENT they are at EVERYTHING they do. Multiple things were broken throughout the course of our tenancy (which we didn't cause) and it would take FOREVER for them to actually DO something about it. Furthermore, we STILL have not received our deposit back from them, and its SEPTEMBER. We all moved out nearly 3 months ago, and have contracts with other letting agencies, and they STILL have not returned our deposit to us. One more thing, I have never, in my entire life, come across a single person, company or ENTITY that was UTTERLY IMPOSSIBLE TO CONTACT. THEY DONT ANSWER THE PHONE, EVER. We must have rung them over 50 times A DAY last week, and they still do not answer the phone. Not only that, but they dont respond to emails, and they dont even TURN UP TO WORK, THATS RIGHT. The office is SHUT most days, as none of them can be bothered to even turn up to work. You would have better luck getting a response from your DOG, than ever getting one from this agency. I STRONGLY, STRONGLY, STRONGLY RECOMMEND THAT YOU DO NOT RENT A HOME WITH THIS AGENCY. Let me put it this way, if I was homeless, had pneumonia, and had no family, I wouldn't stay at a house run by Pinnacle FOR FREE. STAY FAR, FAR AWAY.

Nathan · 2 October 2023

★★★★★ 1/5

Google

A truly disgraceful company. Pinnacle Cathays, is perhaps the WORST company I have EVER dealt with. I cannot fathom how utterly INCOMPETENT they are at EVERYTHING they do. Multiple things were broken throughout the course of our tenancy (which we didn't cause) and it would take FOREVER for them to actually DO something about it. Furthermore, we STILL have not received our deposit back from them, and its SEPTEMBER. We all moved out nearly 3 months ago, and have contracts with other letting agencies, and they STILL have not returned our deposit to us. One more thing, I have never, in my entire life, come across a single person, company or ENTITY that was UTTERLY IMPOSSIBLE TO CONTACT. THEY DONT ANSWER THE PHONE, EVER. We must have rung them over 50 times A DAY last week, and they still do not answer the phone. Not only that, but they dont respond to emails, and they dont even TURN UP TO WORK, THATS RIGHT. The office is SHUT most days, as none of them can be bothered to even turn up to work. You would have better luck getting a response from your DOG, than ever getting one from this agency. I STRONGLY, STRONGLY, STRONGLY RECOMMEND THAT YOU DO NOT RENT A HOME WITH THIS AGENCY. Let me put it this way, if I was homeless, had pneumonia, and had no family, I wouldn't stay at a house run by Pinnacle FOR FREE. STAY FAR, FAR AWAY.

Spammails · 26 September 2023

★★★★★ 1/5

Google

Completely rubbish! No viewings were booked though I was assured they were. Anytime you call them and are actually able to get someone on the phone, they deny all communication from before and don't seem to be aware of anything that's going on. I have multiple texts from them sent within seconds of each other stating some property is available and the same property is cancelled. Sounds like a scam or a similar dodgy setup, I recommend staying away

Alakananda · 13 April 2023

★★★★★ 1/5

Google

BEWARE!!! To all that are thinking of using this company, do yourself a favour and go with a different agent, this company is a complete and utter joke and should be made to stop trading. The service you receive from their staff is beyond a joke, you'd get better service from a dog. You call them and are greeted with "calls are recorded" before getting through, you then make a complaint with them, they then speak to you worse than trash and fail to follow any complains procedure let alone log the complaint. They deny any calls ever being made, they apparently do not record calls either and then they turn around and state "oh we outsource to a different company to take all our calls" um excuse, you're a tiny little letting agent and you have to outsource for calls to a call centre don't make me laugh. Read all other reviews and you'll save yourself time and stress by NOT DEALING with this pathetic excuse of a letting agent.

G · 30 July 2022

★★★★★ 1/5

Google

Completely rubbish! No viewings were booked though I was assured they were. Anytime you call them and are actually able to get someone on the phone, they deny all communication from before and don't seem to be aware of anything that's going on. I have multiple texts from them sent within seconds of each other stating some property is available and the same property is cancelled. Sounds like a scam or a similar dodgy setup, I recommend staying away

Alakananda · 30 July 2022