Trusted Agent profile · Chepstow
★★★★★
395 reviews across 2 platforms
1 Bank Street, Bank Street, Chepstow, NP16 5EL
Peter Alan's office in Chepstow, at 1 Bank Street, is rated 2.6 out of 5 across 395 reviews on two platforms, including 69 Google reviews rated 4.9.
Every review we hold for the Chepstow office, from every platform, shown as written. First names only.
5/5
TrustpilotFull management letting service
My experience as a landlord using peter alan has been very good , staff have been very helpful and point you in the right direction. Easy to communicate with and a special mention to Paris and Beth who have been great in their assistance during my time using them.
5/5
GoogleWe recently purchased a property that was for sale with Peter Alan. We dealt with Izzie and found her to be great! Excellent communication and she kept in contact with us through out the whole process. Would recommend dealing with Izzie for any future sales or purchases.
1/5
TrustpilotNo answer to the “emergency line”. 3 hours waiting and still no answer
I’ve been without water for over 24 hours, I’ve been trying to ring the “emergency line” for over three hours today at different times of the day. I’m starting to think the phone line is unmanned and just a sham to make it seem like they care, evidently they do not. The maintenance line is also closed for the whole weekend so you have to call the emergency line. Do you not have enough staff to have the maintenance line open on the weekends or even to answer your “emergency line”. I’m deeply saddened by this whole ordeal. My water has been off for a total of four days over the last week, in part due to frozen pipes but by god, zero help from this emergency line.
1/5
TrustpilotDisgusting company
I have been leasing a place through this company for the last two years and they lied about the state of the property. I find out that the property is riddled with damp and they covered it up. It is also not fire safe as I have an interior door as a front door which is against letting regulations when I have consistently reported thse problems to Peter alan they laugh down the phone and find the whole situation amusing whilst we as tenants suffer. Carol Shepherd, the senior manager at head office along with her assistant Jordan have continuously lied and covered up wrongdoing by members of staff and when I made a complaint about her it was assigned to her to investigate! Absolute joke!The worst company I have ever had the misfortune of dealing with. Avoid letting from this company at all costs.
5/5
TrustpilotStaff on point!
I'd just like to say thank you to Jordan who showed us around a house viewing this morning.Very well presented with a professional manner and made sure he was clear with everything he was explaining to us!
1/5
TrustpilotThis company doesn't care...
My contract with Peter Alan was for full management of a rental property. PA's communication is non-existent. I was never told that the tenant didn't pass the vetting. Soon after the tenancy began PA stopped doing inspections, they lost the keys to the property and they didn't even notice that the tenant had removed all my furniture. When the tenant moved out I found £13,000 + worth of damage to the apartment. Peter Alan couldn't have cared less. I would never, ever use them again.Update 2022: I eventually went to The Property Ombudsman who found in my favour. The financial award was small due to their limited powers, but it was worth it to be vindicated. I find it interesting that the bad reviews are so bad and yet the good reviews are so good. There doesn't seem to be a middle ground here. Is it that Peter Alan are like marmite or is something else going on...?
4/5
GoogleUp until moving day, excellent service from Peter Alan. Well presented literature regarding the property for sale. In particular the manager of the Chepstow branch - James Mathews was professional and helpful throughout.
1/5
TrustpilotAvoid these thieves and con merchants. I bought a buy to let property from…
I bought a buy to let property from Peter Alan and paid a fee which gave me a lifetime free mortgage advice, only problem is once you have used them you can’t get hold of them again to give you another mortgage. The letting department are useless. They have lied to me and to my tenants maintenance is a joke no one is qualified to deal with building works they have no understanding of the costs of work to be done. I had to ask several times to get the actual quotes for work to be done all I got was a figure on an email. The person I spoke didn’t understand what a breakdown of costs was. These people are unqualified at all levels they are incompetent, liars, useless, avoid these fools at all cost. For one property I have dealt with over 12 different people, there phone is on constant answer phone or automated there are no direct dials that I have come across every time I do get a response it is never the same person. Use anyone else but avoid these people. I have eventually sold my property because it was the only option left because I couldn’t cope with the stress of dealing with them. For those of you who have left good reviews there is something wrong with you. If I could give zero stars I would
1/5
TrustpilotIncompetent
I am a tenant who has rented from Peter Alan for four years, but am lucky to be moving soon!They have been incompetent right from the start. When I was viewing properties, they were not aware I had booked multiple viewings in the same day so couldn't show me some properties, and they were not able to answer questions well. On the day I moved in, the flat was not ready as they had written down the wrong date.They say they will speak to the landlord and arrange maintenance work needed, and then nothing happens. They take months to respond to anything by email and don't answer the phone. If there had been a serious problem in the flat, I don't trust they would have done anything to fix it.
1/5
TrustpilotRude
Mortgage advisor really looked down her nose at us and was very rude and shouty. We went with a different broker in the end, will not use Peter Alan again. Had 105k in savings and house was 295k. Took multiple attempts to get her to understand our situation, and she still entered the numbers wrong. Waste of time and unpleasant experience.
5/5
GoogleHaving recently contacted Peter Alan in Chepstow and having proceed with their services to market the sale of my flat, could not be happier with the whole experience. From the initial contact and throughout the whole process I felt like my views and needs were completely taken on board and always felt I was being addressed in the upmost professional and polite way, absolutely spotless. Would particularly like to leave a huge word of praise for Mr. James Matthews who stands head and shoulders above the water in relation to the local competition, being a true gentleman and a pleasure to do business with.
1/5
TrustpilotThis guy are the most unreliable and…
This guy are the most unreliable and unprofessional people you can ever deal with. They keep telling me all background is clear getting there to the background is not pass again. This guys made me pay 12 month rents ahead.Getting to the house, it's nonsense.Dirty like refuse dump, locks are not working.
5/5
GoogleGreat company, super helpful making moving a smooth process, amazing team of staff!
5/5
TrustpilotBeing a relatively new landlord…
Being a relatively new landlord myself.... Bernadette Morgan has been very helpful especially now during these difficult times with COVID-19 but more important she has put my mind at rest regarding further support from yourselves and has been clear, concise and professional....... Thanks Again
1/5
TrustpilotRental tenant
So where do I begin. My landlord who I rented with privately decided to migrate and love abroad and since the communication was difficult she asked our permission to give management over to peter Alan, while having ding over management she also disclosed to them that there were issues with the property that needed to be addressed to ASAP. I also have a loft to the manager of the property of the issues that needed to be resolved hoping they would take control (like they were paid to do) and fox these issues. I was managed by them for nearly a year and not once was these issues investigated or fixed. I had to call twice a week for months to get anything back from them and also blamed the landlord for not responding to them. Fast forward to now… we are now moved out after a section 21 notice as the landlord had to sell up due to lack or management and maintenance by Peter alan and causing too much stress to the landlord and myself. They never communicated all the issues I was telling them about to the landlord and never told me she was responding to them aswel. Once I got served the section 21 I enquired about 5/6 different properties with peter alan. And they said they would get back to me with the answers I had asked and I also asked for my name to be put forward for a few of the properties and nothing ever came back from It. I basically had to nag for information and updates and even one of the propertied was sat empty for weeks because they never officially put my name forward for it. I wouldn’t recommend this company to anyone the lack of trust and honesty is appalling and it shows a lot that they don’t care about the landlord the tenants and keeping them as clients or even trying to get new clients. I’m Glad I’m no longer with them and it was unfortunate it caused so many arguments with me and the landlord personally as there was so much miscommunication and misunderstanding. Please be aware and stay away
1/5
TrustpilotLettings
Please read the reviews, especially if you are going to use the letting service. The firm are literally useless. If the tenant pays they are more than happy to automatically deduct the management fee for doing nothing. If the tenant doesn’t pay on time or their is anything more involved than deducting their fees, you are on your own. Peter Alan will not communicate with you whatsoever. Having managed to track down my tenant privately, it turns out the service is just as bad to them. Appalling service and has cost me a significant amount of money. DO NOT TOUCH THEM WITH A BARGEPOLE.
1/5
TrustpilotPeter Alan hands down wins the Oscar…
Peter Alan hands down wins the Oscar for Worst Estate Agent in the World award.Without going into detail as this review would turn into a 4 hour read, I would urge all prospective sellers not to touch this company with a barge pole.Peter Alan are a brand owned by Connells Group who are a large national network of Estate Agents across the UK.The entire experience was grossly unprofessional, handled by inexperienced staff.We took our case to The Property Ombudsman who found in our favour on multiple counts, and we finally agreed a settlement before going to court.DO NOT use this company as I can assure you their level of competency does not meet the standards required as set out by The Property Ombudsman which they are a member of.You have been warned.
5/5
GoogleWithin a week of listing the property, Peter Alan successfully facilitated a tenancy, demonstrating excellent performance.
5/5
Trustpiloti have bought a property in the Pencoed…
i have bought a property in the Pencoed area and along the way I have dealt with anya in the bridgend branch from my first virtual tour till the day I picked my keys up this lady has been nothing but professional and friendly nothing was ever to much trouble always returned my calls and was always there to help. If you want to buy and want honesty then call the bridgend branch and ask for her. I'd never deal with anyone other than her. Second to none service
1/5
TrustpilotShocking stressfull experience
From start to finish very stressfull experience misleading information at joining as fees were much more than stated.advised to use their solicitors going to be putting in official complaint shocking service and fees extortionate solicitor appointed hardly returned calls attitude with correspondence day of completion was stressfull to say the least would never recommend peter alan and definitely not their solicitors conveyancing direct terrible experience with all parties 👎
5/5
TrustpilotRecommend
Kim was absolutely amazing! Helped us find the perfect house for us and managed to get us in before Christmas and in a short amount of time too. Nothing was too much for her and communication was constant.
1/5
TrustpilotHassle from the start
Hassle from the start. Took them over a week to get it on line despite promising to be on that day. Nearly a month to get pictures with it and that was after phoning numerous times. No for sale sign etc. Problem after problem but the worst was when it took them a week to tell me I had an offer over the asking price. By the time I found out the person had already put an offer on another house. Will never use peter allan again!
1/5
Trustpilotmortgage advising
This is for the mortgage advisor team I would like to express my complete dissatisfaction of the way that my mortgage has been handled. I am a first time buyer, my mortgage application has been going on now since February 2021 and we are now in December and my mortgage is still not completed. During my time as a customer of Peter Alan I have been assigned three different mortgage advisors (one of which I still haven’t been officially told has left the company), I have been ignored by the your mortgage advisors, I have had to do most, if not all, of the chasing around in order to get my mortgage sorted, which is what I have paid your company to do. The property that I am purchasing, I so far have been very lucky with, because as you can imagine with the length of time that I have been going through the mortgage offer and getting no where with my advisors the vendor has been very patient however, with no updates from this company, I have nearly lost the property on three different occasions, (this is where I have had to do the chasing around, whilst holding down a full time job). The latest occasion that this has happened was when I finally got my mortgage offer, after ringing The Conells Group over and over again. Now, only to find out that the mortgage company has put the wrong solicitors on the mortgage offer and once again I am at risk of losing the property because of this.As you can possibly see, I am really not happy not only because of this, but I have been told that I will be in my new home before Christmas, which by the looks of it now possibly won’t happen either because we’ve only got 16 days until Christmas. You cannot begin to understand the amount of stress that this has caused me, and it has also caused a decline in my mental health.
5/5
GoogleA really excellent service from start to finish. The Chepstow manager Kyle was exceptional.
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