Pinnacle Letting and Estate Agents Cathays reviews

★★★★★ 1/5

Google

Wouldn't even give them 1*, absolutely terrible company!! drove up from Surrey to look at properties as I am relocating for work by the end of the month. I called the agent and they confirmed i could only see the flat the following morning which meant booking a hotel. The viewing was at 11.30, I turned up at the flat to find no agent, when i called they told me the viewing had been cancelled the night before and they hadn't contacted me to let me know!! total waste of my time and money as i could of driven home to be with my family. the agent promised to get the manager to call within the hour, still nothing 4 days later!!!

Pippa · 17 September 2016

★★★★★ 3/5

Google

Im really surprised by all of the reviews here as a lot are so negative but in all honesty these have been so much better than horizon or kingstons. I stayed during my second year at uni and their policies are useful if you want to get out of the property or change contract unlike others which want to keep half of your bond. We never really had any serious problems at our house so i have no idea what they are like in those kind of situations, our power or water went one night and it took them a while to get it fixed like a day but this wasnt a ridiculous response time. The only advice i can give is that most student letting agencies are money grabbers and they never rally care once that contract is signed so play them at their own game keep evidence of everything, take pictures of any faults once you've moved in, email them aswell as call to keep a record. Id also wait until you get your deposit back if you want to slay their bad services on reviews. hope this helps someone.

Fenrir · 17 September 2016

★★★★★ 3/5

Google

Im really surprised by all of the reviews here as a lot are so negative but in all honesty these have been so much better than horizon or kingstons. I stayed during my second year at uni and their policies are useful if you want to get out of the property or change contract unlike others which want to keep half of your bond. We never really had any serious problems at our house so i have no idea what they are like in those kind of situations, our power or water went one night and it took them a while to get it fixed like a day but this wasnt a ridiculous response time. The only advice i can give is that most student letting agencies are money grabbers and they never rally care once that contract is signed so play them at their own game keep evidence of everything, take pictures of any faults once you've moved in, email them aswell as call to keep a record. Id also wait until you get your deposit back if you want to slay their bad services on reviews. hope this helps someone.

Fen · 31 July 2016

★★★★★ 5/5

Google

I had a great experience with pinnacle in the two years I was with them. Honest viewings without hyperbolic upselling. No-stress signing process. Prompt maintenance. They also have gone out of their way to help me with an issue I've been having with my moving out of the property. The first agency in my 5 years in Cardiff to treat me like an actual human being, rather than a figure on an accounts sheet. Oh and freebees! :)

Benjamin · 17 September 2018

★★★★★ 1/5

Google

It's been almost 2 months since the end of our contract and we left the property, yet they still haven't returned the deposit or responded to our calls/emails about it. We've only received one email regarding the deposit in which the claimed total deduction was mysteriously £200 more than what their own list of charges added up to! Several phone calls later and they revealed it was a 'mistake'. Every time we've called since to check up on the situation, they appear clueless and say they'll get back to us asap, then fail to do so (this has happened 5 times in the last 3 weeks!)

Cole · 18 September 2015

★★★★★ 1/5

Google

Seriously terrible! Once they'd took our money we got absolutely no help from them. When we asked about putting locks on our bedroom doors they were totally unreasonable about it and told us completely different things from one day to the next. The house we let wasn't up to fire safety standards however they overlooked important things like this, even when we pressed them on it they dismissed our worries and were extremely patronising and disrespectful. When we told them viewings were inconvenient they went ahead anyway. They were very slow to respond to any maintenance issues, much of what we said to maintenance inspectors got forgotten and when we met the landlord he had no clue about anything we'd requested. Basically Pinnacle don't care about their customers at all. Don't give them your money.

Hannah · 18 September 2015

★★★★★ 1/5

Google

Avoid at all costs. If anything serious goes wrong with the flat (in my case, a leaking roof), they will a)not fix it, b)outright lie to you about sending someone over to fix it. They also do not provide an editable inventory, and communication within the office is terrible - my initial viewing was a half hour late because I was falsely told the agent would be meeting me at the flat, which was not the case. They also were completely incapable of telling me anything at all about the gas and electricity supply. I've not been here long and I'm already considering ways of either cancelling tenancy, or at least fixing things myself and recovering costs, which will most likely involve more days off work for legal action.

Martyn · 18 September 2014

★★★★★ 3/5

Google

It's hit and miss with Pinnacle. I was with them for 2 years and you pay top of the range fees so you would expect great service but it is not always the case. The communication within the office isn't stellar so sometimes issues take a bit of time to get sorted and you will need to chase them for things or they will never get done. It all depends on who you get on the other side of the telephone/emails. They were good at providing the inspection reports. They were also fair and easy to negotiate with in regards to the deposit and it was returned to me in an acceptable time frame. They were also good at notifying me when there was a problem with our rent due such as double payments or missing payment during renewal periods. Some maintenance issues were not so quickly resolved however and some of our renewals weren't handled as smoothly as I would have hoped considering how much we paid for this service. I wouldn't recommend them to anyone nor would I discourage you from dealing with them either. It's an acceptable service but I wouldn't say that it is worth the price you pay for.

Edith · 1 August 2014

★★★★★ 2/5

Google

Truly awful, After being shown around around a number of places we finally chose one we wanted. We wanted a bit more information about the place and it took forever to get it (because of 'voice mail's we never receive and I highly doubt were even made). Then we call to ask if we can sign for the house, they take our fees and ask us to come down. Later that day we come down and say 'oh no, you couldn't have had the house, the landlords wanted students, we called you but left a voice mail'. We received no voice mail, no call, they took money from us on a house we could never have had. No communication or organization there, wouldn't even consider renting from there. It's a shame Google only allow a poor-fair option because they were far worse then poor.

Adam · 18 September 2013

★★★★★ 3/5

Google

A group of us were very keen on a particular house that we found on the Pinnacle website. We booked a viewing and were shown round but were quite disappointed with it in real life. However, the person who showed us round was very helpful and enthusiastic and showed us two other properties that fulfilled our requirements. We fell in love with the second house and signed for it that day. The following week, we signed the contracts, which were explained to us and we felt very comfortable at Pinnacle Letting Agents. We then went on a second viewing after paying our deposits as some of the group had been unable to make the first viewing. The second viewing did not go as well as the first. The person who showed us around the house the first time was enthusiastic, helpful and happily answered any questions that we had. He was humorous too! The second time, we felt rushed and the person was not enthusiastic and rude/sarcastic at times and we spent under ten minutes in the house before we were told that we had to leave because she was late for her next appointment due to her being late for ours. Overall, we are happy with Pinnacle as we have found a really nice house to rent next year and the contracts and payments were made simple and easy for us.

Sophie · 18 September 2013

★★★★★ 4/5

Google

This year I have been living in a house let by Pinnacle Letting Agents. When initially searching for one last year we saw many properties with other agencies until me and my house of 4 decided upon this one which was of a much higher standard. Only round the corner from Pinnacle means that signing for and any problems that do occur can easily be resolved. We also have direct contact with our landlord which makes fixing problems even easier though to be honest we have been pretty drama free. The staff are always helpful and I think honest about how long processes can often take. I have also been in contact with Pinnacle about sponsoring the hockey club which has been a great success. Just before Christmas we ran a like campaign in which we gained a good amount of sponsorship to keep our club running. Overall we have a good experience and would recommend.

Jennifer · 18 September 2013

★★★★★ 4/5

Google

So far my friends and I have not moved into our house let by Pinnacle but when dealing with the staff in Treforest they were all very friendly and helpful and always willing to help if we needed anything explaining or any queries. The main reason we chose to go with Pinnacle in the end was due to the woman who was dealing with us, she is lovely and it is sad to see her moving branches but she is the main reason why we chose pinnacle.

Aimee · 18 September 2013

★★★★★ 5/5

Google

Lived in a Pinnacle House for 2 years while at Cardiff University and never had a single problem with them. They fixed things when they were broken (As with all houses, things break), Got our full deposit back at the end (we looked after the house but it definitely had some wear and tear!) and often got to see the landlord too! Looked at houses from lots of different agencies when we were on the look out but Pinnacle had the best one we could find and don't regret going with them. Would recommend them as an agency and they are also very active within the student community; putting on lots of little parties, offering you a beer and helping out with a multitude of student events as well!

Jonathan · 18 September 2013

★★★★★ 5/5

Google

With all of my dealings with Pinnacle they have always been extremely professional and friendly. I have dealt with them in a professional context as well as rented from them and I have always been extremely happy with the service no matter who I have been dealing with. I would happily rent from them again and although I would no longer be looking for a student property, I recommend any one looking for their ideal house/flat, give them a chance as they have an enormous and wide ranging choice!

Ashley · 18 September 2013

★★★★★ 5/5

Google

Pinnacle seems to have a selection of the more up market and nicer properties in Cardiff. I was very impressed with the high level of customer service and personable conversation that I received. The staff was very pleasant and helpful and clued up about their business and the properties. The properties they showed me were ones that they knew I would possibly have an interest in thus they didn’t waste my time. I would recommend Pinnacle Letting Agency to any student looking to rent affordable and up to standards properties.

The · 18 September 2013

★★★★★ 5/5

Google

We've recently signed a house with Pinnacle, and although its a very nice house I can't comment on how well the next year will be - but I ahve high hopes! Signing the house with them was very easy, we've got 8 people in our hosue so it can be pretty manic.. But they handled the tricky job well. They also have the added bonus of offering you a vast supply of tea, coffee, sweets and beers. Everything a student could need. I'll be sure to update this review during the year.. But for now they get a brilliant review.

Tim · 18 September 2013

★★★★★ 1/5

Google

Awful experience. Overcharged us for our deposit fine (which we managed to get £100 back so far), (they charged us £40 for 8 bin bags), completely ignored issues throughout the year and I strongly do not recommend going to Pinnacle Letting. They do not always respond, they have ignored evidence and I have had to get the Tenancy Deposit Scheme involved due to their bias behaviour towards the landlord. DO NOT go to PINNACLE LETTING. Please go somewhere else.

Charles · 31 July 2016

★★★★★ 1/5

Google

The most incompetent and unhelpful letting agents I've ever had the misfortune of being with, and I've been with some terrible ones. Any communication has to be reinforced with daily reminders and even then they can't do their job properly. We spent weeks without a working boiler in the cold despite constantly BEGGING for them to help us. Cheerful staff seemed nice at first but must just be a strategy to deter (rightfully) angry customers.

Nia · 17 September 2019

★★★★★ 1/5

Google

They tell you to use the website which constantly crashes and the book a viewing mechanism doesn't work. If you call in your told to go online, they don't read any messages sent just respond with a generic reply.

Rachael · 17 April 2024

★★★★★ 1/5

Google

Disappointing service. I contacted them for an appointment to view a property. They called me the day before the view to double check I was still interested. But the day after, one hour before the appointment they called me to cancel because the tenants were not interested in moving from the property anymore. I planned a journey to view the property, they could have easily double check with the tenant the day before. Disorganised.

Aura · 17 September 2019

★★★★★ 4/5

Google

Having rented with a few agencies in Cardiff, I can honestly say that Pinnacle were one of the best. Securing the property was straight forward despite not being in Cardiff at the time. They have a great online system for reporting issues and always responded promptly. Deposit fully returned at the end. However, we were also lucky to have a great landlord too which is important to note, but I would use Pinnacle again.

J · 17 September 2019

★★★★★ 4/5

Google

Having rented with a few agencies in Cardiff, I can honestly say that Pinnacle were one of the best. Securing the property was straight forward despite not being in Cardiff at the time. They have a great online system for reporting issues and always responded promptly. Deposit fully returned at the end. However, we were also lucky to have a great landlord too which is important to note, but I would use Pinnacle again.

Joe · 31 July 2019

★★★★★ 1/5

Google

Don't, just don't, if you're in the process of getting a house with them just blank them, look for anything else, you are better off living under a bridge than in any of their houses.

Ciana · 17 April 2024

★★★★★ 1/5

Google

Brilliant, if you'd like to move into a sub-standard property filled with the previous tenants' refuse, a blocked drain and an unusable bathroom. Pinnacle also failed to provide any kind of necessary property maintenance throughout the tenancy in a timely manner. We were left without gas hobs for over three months, a partially collapsed ceiling for a month and many more. Contact me if you'd like any more property images.

D · 17 September 2019