Trusted Agent profile · Crowthorne
★★★★★
1,519 reviews across 2 platforms
Crowthorne House, Nine Mile Ride, RG40 3GZ
Romans's office in Crowthorne, at Crowthorne House, is rated 4.1 out of 5 across 1,519 reviews on two platforms, including 55 Google reviews rated 4.9.
Tell us what you need and we'll put you in touch. Romans hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Crowthorne.
Every review we hold for the Crowthorne office, from every platform, shown as written. First names only.
5/5
TrustpilotAnais was a pleasure to work with and…
Anais was a pleasure to work with and kept us updated through the whole process.I would recommend Romans to any landlords or tenants.Clare The NE property Group
Dear ClareCustomer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
4/5
TrustpilotPre sales and sale was good, post sales needs work
Pre sales and sale was good, generated a lot of interest, but once a buyer was in place communication was difficult and hard to get hold of updates and people. A few items we asked to be discussed with buyer never were and we had to get hold of buyer directly to resolve. Post exchange and completions we have not heard from the agents to confirm all went well other than this survey. Need to review overall communication through out process with customers.
Dear Angela Lewis, Thank you again for taking the time to let us know how we did. We hope you have a great day! Kind regardsCustomer Care Team
1/5
TrustpilotRoman staff forced me to use their mortgage or cancel the viewing (not buy yet)
This was the first time I have ever felt insulted, pressured when dealing with an estate agency.
Dear Lana Le We appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. Thank you for notifying us and we are sorry we did not meet your expectation in this instance. Kind regards Customer Care Team
1/5
TrustpilotRomans not allowing landlord to follow complaints procedure by blocking email
I am the very unhappy landlord from a couple of weeks ago where Romans ignored my request to let the tenants know I needed to sell. NB - no response from Romans to that review to date.....Just as a warning to other landlords potentially considering Romans, I am now in their complaints process. Stage one now has taken 2 different individuals although it implies only one (bearing in mind I already communicated with the manager before I started the “official” complaints procedure).I need to move to stage 2 but my email address seems to have been blocked by Romans 😂 I’ve tried over several days to email & get bounce backs including from the main customer services email. I’ve just done a test email from my work email & my partner’s email and both have gone through without problems.I understand tenants may not get to choose their agency, but landlords do get a choice to choose a professional agency so I put this out there in case it helps others considering who to manage their property.
Dear Sir/MadamWe appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. We are sorry we did not meet your expectation in this instance. If you would like to contact us at customercare@lrg.co.uk we will be happy to look into this for you.Many thanks, Customer Care Team
1/5
TrustpilotDisappointed
Significantly dissatisfied with my experience with Romans in Reading. I have been letting my two properties through them for 5-6 years and recently realised that their customer service has dropped dramatically. To get anything done I had to keep following up 5-6 times. Also have been misguided a couple of times in tenant matter. I will certainly not recommend Romans for the monthly fee they charge for no service at all.
Dear Dixita Patel,We appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. We are sorry we did not meet your expectation in this instance.Kind regards, Customer Care Team
5/5
TrustpilotGreat Services!
Mya was very helpful and answering all our Queries promptly and help us move to our new home smoothly..Kudos to Mya Bradford and Romans !
Dear MaelaCustomer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
5/5
TrustpilotRohan is very professional
Rohan is very professional, informative, and customer service. We are convinced that he has the best interests at heart for us and our house.
Dear AnaCustomer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
5/5
TrustpilotI would recommend Ema Antalova and the…
I would recommend Ema Antalova and the rest of the Romans Southgate team. She helped me look for a flat and was always on the lookout for any available properties, as well as visits.
Thank you again for taking the time to let us know how we did. We hope you have a great day!
5/5
TrustpilotI've recently let out a property…
I've recently let out a property through Romans in Burnham. I have been pleased with the service offered, the property was listed quickly on search engines, house viewings and open days organised well. Excellent advice given by David, Shannon and Kerensa on all my questions as was my first time as landlord. Good tenants found at rate asked for, and lots of background checks. Very pleased with the professional manner in which everyone has worked.
Dear RajahCustomer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
5/5
TrustpilotHighly recommended!
Had a very attentive adviser, Chloe, who made sure we knew at all times what steps to take and what next to expect. She did this in a very professional and at the same time friendly manner. The entire process from viewing the property through signing the contract was very smooth and pleasant. Highly recommended!
Dear Jd PszykCustomer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
1/5
TrustpilotNo customer care
There seems to be a complete lack of care for their tenants and their wellbeing. I am now on day 16 without heating in my property, the hot water only getting sorted on day 15. I have asked Romans countless times what they do to provide support for tenants during these times (particularly as it has gotten so cold it has snowed) and I never get a response to my questions. No one from Romans has offered to lend me any temporary heating and no temporary solutions, I've been left to get on with it. I hasten to add this is the third time since taking tenancy of the property in February this year that I have been left without heating or hot water. It's just appalling.The saga continues. The day a new boiler was finally installed (4 weeks later) I was handed notice by the landlord/Romans. 2 days before Christmas and so without a great deal of time to save for a new deposit, I vacated the property on 21st January with my check-out report issued to me on 24th. It's now 3rd February and no one will communicate with me as to returning my deposit. Romans are still holding this money without giving me any indication as to what is happening with it and failing to reply to my many emails. What's more is the property has been advertise for re-lease from 1st February so surely they are in a position to tell me what is happening with my £1,100 deposit?!They fail their tenants at every step of the way.
Dear Ms Clacey,We appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. We are sorry we did not meet your expectation in this instance.Kind regards, Customer Care Team
5/5
TrustpilotSenior Property Manager Donna-Marie…
Senior Property Manager Donna-Marie Brant was fantastic. The whole property management team was great and the process in which you report faults was efficient and accurate. We have dealt with Romans now for just over 5 years and with Donna for that whole time and I can honestly say it was perfect.
5/5
TrustpilotThe property visit by Aston Busby was…
The property visit by Aston Busby was very kind and profesional. We were happy to meet her and talk about everything we needed.Thank You Aston Busby for that.
Dear Juraj,Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
1/5
TrustpilotWorst lettings company ever. Do not use!
If it was possible to give a review of less than one star I certainly would. I rented a house with my wife and brother through the Romans West Drayton letting team. We moved in Nov 2020 and moved out Dec 2021. Through the entire period we rented through Romans we experienced nothing but issues with them.Our property manager was a man called Dan Henderson. He is singulary the most difficult man to get hold of in the world. Countless emails and calls from myself, wife and brother went unanswered over the year. He has very rarely ever called us back about anything. We have always had to chase him down for answers. The property we lived in had severe issues with mould. When Dan finally managed to get professionals out to take a look they said the rendering on the property needed to be done as it was in a bad state. Considering there was mould in the kitchen, front room, hallway and utility room you would imagine this would have been looked into quickly. It took almost 2 months to get the professional out to take a look. With constant calls and emails chaisng Dan for updates. This is one of only a few things that have occurred over our tenancy with Romans. The list we have is very large. Too large to put down on a review site though. However there is the latest issue we have experienced below.We moved out 27/12 and our check out process was due to be completed on 06/01. So far we are still waiting for our deposit to be given back to us. We called Dan our property manager last week Wednesday and was told it would be paid back in 3-5 working days. It's now 6 days and still we have nothing. We have tried calling Dan 3-4 times on just this issue over the last two days and as per the norm it's always voicemail or he always seems to be in a meeting. A very nice team member in the letting office called Devon has passed messages onto Dan and his manager Donna to call me back asap. Surprise surprise we still haven't had any call about when we will get our money back. On today's call, Devon said he would get Dan to call me in the next few mins. But since then I've had the chance to write out this review, so clearly that didn't happen.There have been a few positive interactions we have had with a couple of members of the team mainly Devon being very helpful. However the attitude and lack of compassion from both Dan Henderson and his manager Donna Ainsworth have been below woeful. It's for this reason for as long as I live, I will never rent through Romans again. I'm going to go and call the office again now, to see if they can actually give me an answer. Wish me luck!
Dear Vicente,We appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. We are sorry we did not meet your expectation in this instance.Kind regards, Customer Care Team
2/5
TrustpilotVery challenging to get in contact with them
It was very difficult to get in contact with the local branch sales team when I was making offers and trying to book in viewings. The local branch did not call back when they said they would. I was doing a lot of the chasing. Unfortunately, it was not the best purchasing experience. However, the move manager communicated very fast and efficiently. I have no complaints about the move manager.
Dear Anon,We appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. We are sorry we did not meet your expectation in this instance.Kind regards, Customer Care Team
5/5
TrustpilotSasha is wonderful
Sasha is wonderful, a great help with lots of patience always on hand for questions and providing an answer very quickly.Thank you to Dan also.
Dear CindyCustomer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
1/5
TrustpilotNot Fit to Let
I've been letting a flat at Romans Reading and paying £900 per month. However within 1 week I found several problems with the flat some more serious than others. I reported all the issues with pictures as evidence. I never had any communication within 1 month and found that the head of property maintenence services had left and so was told to resubmit. This very much annoyed me as a further month later im still no further forward. I constantly keep getting told that the landlord can not be tracked down. This is unacceptable and the service is not fit for purpose with incompetent staff who refuse to ring back or make it as difficult as possible to contact them. I still seem to be going round in circles with no evidence of how they are progressing and dates as to when my jobs will get done. One of my jobs is my mattress is heavily stained forcing me to sleep on the sofa. This is utter disgraceful and for Romans to treat its customers like this... you should hold your heads in shame. I'm seriously looking at leaving after just 3 months and not paying another penny for rent.
Dear Darren We appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. We have asked a senior member of the Property Management Team to make contact with you as soon as possible to discuss.Kind regards, Customer Care Team
1/5
TrustpilotAbsolutely disgraceful & will never go with Romans!!
Absolutely disgraceful! Applied for a property which I was promised to view and was let down 4 times which Romans postponed the veiwing. (I called up every time to see if the veiwing was going ahead to which their reply would be sorry we can’t do the veiwing now) I then called up on the 4th time of organising to view the property to which they say that the property has now been let. As anyone would be I was so angry and still am as I was very interested in the property. I did ask how they let the property if the viewings had been cancelled and their reply was because they done a virtual veiwing. I was not aware of this option and was promised a veiwing! Not happy with Romans. Such a shame, there is not way I would rent a property let be them!
Dear Nikki,We appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. We are sorry we did not meet your expectation in this instance.Kind regards, Customer Care Team
5/5
TrustpilotThe team from Romans Swindon is so…
The team from Romans Swindon is so great! They were very helpful in every step of the way in finding a new home and very profesional.Thank you!
Dear Carmen,Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
5/5
TrustpilotAyse was very helpful and even took…
Ayse was very helpful and even took time out of her personal days to answer questions
1/5
TrustpilotI would not even give one star
I would not even give one star. The customer service is terrible. The property manager don't support and make wrongful claims against tenant and adjust deposit and rent unilaterally. The customer care don't pay heed to this wrong unjustified claims and just loot tenants. For repairs, they don't take place for long long time. At move in, the fridge was not working and they took 3 months to fix it!
Dear Vicky,We appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. We are sorry we did not meet your expectation in this instance.Kind regards, Customer Care Team
5/5
TrustpilotFabulous Team at Bracknell!
Lorraine, Lily and Jon were all excellent to deal with from start to finish. Huge thank you again to you all for making the experience as simple and efficient as possible.
Dear Ellie,Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks,Customer Care Team
1/5
TrustpilotAll the talk, beware, misled and disappointed
Romans FLEET: All the talk, felt they were genuine, said all the right things, all the staff were friendly and seemed efficient ,then actions spoke louder than words, also read the small print and do your own research , choose your own legal team etc from my experience do not take their recommendations (small print again) clearly I was too trusting and naive and it cost us £270 plus £75 to a solicitor from using their recommendation. Had 4 viewings in 10 weeks,( again small print as we thought no sale we would be refunded!apparently not.. ) also we realised after a week they had over valued it by £15,000, even though we did say for them to be honest with the price that they thought realistically could be achieved ,we therefore lowered it twice, just keep your eyes open . Again only my experience .professional and friendly … but… I will never use romans again, feel misled and disappointed
Dear Emma,We appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. We are sorry we did not meet your expectation in this instance.Kind regards, Customer Care Team
5/5
TrustpilotProfessional Service
This was my second time working with the Romans Windsor branch to find a rental, and once again they have delivered excellent service. Despite a few hiccups and my many questions, Sam, Carly, and Danielle handled everything quickly and professionally. The team is friendly, responsive, and truly welcoming. I would not hesitate to work with them again. Thank you
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Tell us what you need and we'll put you in touch. Romans hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Crowthorne.
