Trusted Agent profile · Derby
★★★★★
437 reviews across 1 platform
18 St. James Street, Derby, DE1 1RN
Frank Innes's office in Derby, at 18 St. James Street, is rated 4.5 out of 5 across 437 reviews on 1 platform, including 437 Google reviews rated 4.5.
Every review we hold for the Derby office, from every platform, shown as written. First names only.
5/5
GoogleLydia has been fantastic and efficient throughout our whole process expecially with us having to do things remotley, her communication has been fantastic.
Many thanks for the fantastic 5* review. Kind regards, Lucy, Customer Relations.
5/5
GoogleAmazing service from start to finish A friendly approachable and informative team Nothing was ever too much trouble First time buyers - but Luke from Frank innes rang and emailed constantly to keep us informed Thank you for making the process a pleasant one Highly recommend them
Hi Maryam! It is wonderful to see your 5* Review and kind comments! Best wishes, Scott @ Customer Care.
5/5
GoogleI have been with Countrywide and Frank Innes for 22 years as a landlord and the service and people have been great. When I was interested in selling my house Frank Innes advised my tenant was interested in purchasing the house. This was all organised and I used Conveayncing Connect as my solicitor and the sale was seamless. I would highly recommend Frank Innes. Thanks!
Thank you for your thoughtful 5* review and recommendation! I will make sure your kind words are passed on to the local team. Best wishes, Lucy, Customer Relations.
5/5
GoogleRented my first property in Derby and the team, specifically Helen, were friendly, efficient and quick in getting me moved in.PositiveResponsiveness, Professionalism
Many thanks for your great 5* review. Best wishes Lucy, Customer Relations.
1/5
GoogleI have only put the one star as it would not allow me to put none!!!! Worst experience ever!!!!! We paid £8500 in advance six months rent and moved into a property in need of silly repairs as simple as broken toilet roll holders on walls, shower doors falling off when used, doors and windows sealed shut and when you call to complain or ask for them to be repaired you get spoken to as if you are dirt and told you should not have moved into it then???? Shocking, customer service defo not the staffs strong points!!!! So we try to contact the branch manager Simon, although very polite again not really much intrest if he can fob your call off to somebody else he will!!! So we then try with Lee Robinson the owner of Frank Ines!!! lol been waiting two weeks now for the call to be returned!!!!! Repairs still not done but at least nine weeks down the line they finally removed the letting board after 11 phone calls!!!! I made one call to remove the leaders letting s board it was gone first thing the next day!!! Frank Ines = don't put yourself through the stress!!!! Use a company that appreciate the money you spend with them and treat you with some respect!!!!!! They told my landlady that their all the same landlords just after the cash!!!! Don't realise it involves work!!!! How rude when my landlady is lovely and pays them to manage her property!!!!! SHOCKING!!!!
Thank you for bringing this to our attention. We understand that the matter has now been drawn to a close. If there is anything further we can do to help in the future please don't hesitate to contact us at the office. Many Thanks, Branch Manager
5/5
GoogleI was extremely happy with all aspects of the buying process with Frank Innes, communication was brilliant and I would highly recommend. Purchasing a house can be a stressful time and Frank Innes made the process painless. Special mention to Alice Lambert who looked after us throughout the process and gave 5 star service.
5/5
GoogleWe have been looking to rent a house for a moth and this agency was the first one we were successful with. The process was a bit timely but every single time I called they were helpful, patient and never rude. I'm s satisfied with the service!
Many thanks for the fantastic 5* review. Kind regards, Lucy, Customer Relations.
1/5
GoogleBy far the worst Company/ Organisation ive ever worked with Frank Innes & Countrywide have complete lack of knowledge when it comes to law and legislation regarding the responsabilities of a landlord and tenant, i moved into a house which was filthy, insecure with a rubish filled garage that i was unable to use and eventually with zero success from the property management team at countrywide i ended up paying out my own pocket to clear the garage. also having the front door lock brake having no access to the house countrywide refused to help me "as their office closed in the next 5mins" disgusting and zero customer service they proposed that i slept in my car for the night (in mid december) till they could get a locksmith out to see me, absolutely appauled at this company!! also just to add, when ever i have been in conversation with this company via the telephone they never listen and continue to talk over you with terms and conditions, general social skills are lacking majorly!! its fair to say that the left hand is definitely not talking to the right hand here, after making endless complaints about my garden not being secure one occasion my dog escaped and was injured which as you can imagine cost a bomb in vets fees i kept in touch with counrtywide and frank innes throughout and eventually got back up to date with all rent they then hit me with a £30 chanrge which i disputed against given that it was their responsability to maintain any external structures (Government Legislation) since then i have had Zero contact with both Frank Innes or Countrywide which led be to believe that the dispute had gone in my favoryet i have only just found out that they have added yet another charge to the existing without notifying me. company integrity must not be on their list of priorities
We have been in talks with you about the situation and hopefully this is all now resolved, we look forward to speaking to you soon to finalise the end of your tenancy and would like to thank you for your cooperation in arranging viewings.
1/5
GoogleWhy don't google let me be honest and leave ZERO Stars?? ONE star is very generous! Short and sweet: if you want to buy your dream home then stay away from this estate agent like the plague. This experience has been the WORST experience in my life, and has put me off from buying, especially from these bunch of nonses. They promise the world and then make up other rival buyers to bump up the prices so they can profit. Ran by underage inexperienced mobs that don't have a clue about selling. After telling me that the vendors have accepted my offer of the asking price and sealing the deaL, they then went back on their word and made me increase my offer (bearing in mind it had been accepted) to £15,000 over the asking price which I politely REJECTED. ALL their properties get Sold over asking price then miraculously come back on the market because the 'prospective buyers' changed their mind.
Dear Mr Afsar, we are extremely sorry to hear that you feel this way, and we understand both selling and buying can prove to be a stressful process. Your comments are disappointing to hear as we would never make up rival buyers and give false information to our customers. Your offer on the property was accepted verbally but not officially as we were still waiting for outstanding information from you. As you were fully aware, there was an incredible amount of interest in the property, and an applicant who viewed prior to your offer being accepted came forward with an offer, we are duty bound to put forward all offers as we act in the best interest of our clients right up to the point of exchange of contracts. As per our vendors request we asked for best and final offers from both yourself and the other party. Unfortunately in this instance the vendor decided to accept the other offer, the decision as to which offer the vendor accepts is down to them. We are more than happy to discuss anything further with you so please contact the sales branch at 01332 565296. Kind Regards, Branch Manager.
1/5
GoogleIf I could I would give them 0 stars, appalling doesn't even begin to describe their service. Will never ever go there or view their properties ever again. We were told that the house that we took off the market a few weeks ago was up for sale and that we can only live there for 3-4 months just before they gave us the contract which was 2 days until we had to move out of our old flat, leaving us with our hands tied, not to mention the 2 viewings we booked with them we took time off work to go and see the properties and no one was there both times they forgot to book us in even though they told us the viewings are on. Waste of time! Very unprofessional and forgetful.
Dear Elista, thank you for your review, I am very sorry to hear that your experience of Frank Innes has not been positive. I can see that you signed a 6 month contract with a three month break clause as the Landlord wanted a short term tenancy only, we did make you aware of this in a verbal and written format. As you are aware the Landlord served notice for possession whilst you were in the property meaning that you would have to move out on 19th December 2015. You then gave notice meaning that you yould move out earlier at your request. With regards to the two viewings that you booked with us, we attempted to confirm the appointment on the day but did not receive confirmation, when you called the branch from the location we immediately travelled to you to conduct the viewing. We could not get access into the second property as it is tenanted, we did try but could not confirm the viewing. You were informed of this and we arranged another day/date/time for you to view but you then cancelled the viewing. As you are aware we have shown you six properties during your search so it is very disappointing to hear that you are unhappy. We are very sorry that you are not happy with our service Elitsa, and I would welcome the chance to speak with you, if you would like to discuss the matter please do not hesitate to contact me on 01332 565295. Branch Manager
5/5
GoogleWe couldn't thank enough Rochelle who made our experience in buying our first property as smooth as possible. She has gone extra mile just to meet our expectations and to make sure that everything is sorted all throughout the process. She deals with our concerns promptly and professionally. She is truly a star! I highly recommend her to my family and friends! All the best to you Rochelle and your team in Frank Innes.
Thank you for your glowing 5* review of our local team. It is always great to read such positive comments from our clients. Kind regards, Scott
5/5
GoogleAlice was very helpful, on the ball and has been a pleasure to deal with.
Many thanks for your great 5* review.
5/5
GoogleHouse sale went through quickly and efficiently - well done to Jessica and the team
Thank you for taking the time to leave us this amazing 5* review. Kind regards Lucy, Customer Relations.
1/5
GoogleCustomer service is really poor and most of the times never get reply. Always struggle to reach out to discuss problems with the issues caused by tenants. Overall not happy .
Please do contact us via review@countrywide.co.uk if you wish to discuss further your rating and any concerns you may have. Kind regards, Lucy, Customer Relations.
1/5
GoogleFound a lovely house to let on the site, phoned to book a viewing which was arranged for 4pm on a Saturday. Arrived at the house at exactly 4pm due to a little difficulty finding the address as they had not provided me with a house number or postcode. After waiting for 5 minutes called the office to check I had the right address and time to which "Brad" told me they had called and text me (which they had made no contact at all and my phone had been fully reachable all day) and they would not be coming because they do not show to no confirmed appointments. Their representative was highly/ extremely rude, he offered no apology and put the phone down on me without offering any rearranged appointment or alternative. I came off that phone call feeling terrible he had made me feel like absolute dirt like I had wasted his time when I had made a 40 mile journey to see the house. They have lost a customer and I will advise anyone who will look for a new property not to use them.
Dear Miss Hutchinson, I’ve investigated the issues you have kindly raised in the above Google review and the branch you were dealing with was the Ashby branch not Derby. I can verify you had a viewing booked on Saturday at 16.00pm. After reviewing your applicant profile and speaking to the member of staff concerned I know that we confirmed all property details verbally when booking the appointment. My colleague called the telephone number that we have on record three times during that Saturday morning and then sent a text message at 13.42pm requesting confirmation of your attendance. As a result of my findings I consider that on this occasion the member of my team should have used the email address provided as a secondary measure so they failed to provide the level of service Frank Innes Ashby aim to achieve, for which we apologise. We would like to offer you another viewing at a time of your choice and with this in mind I have tried to contact you today on the telephone number we have on file. Unfortunately a recorded message advises that this number is not available and I’m concerned that the number we have is incorrect. Please contact me directly on 01530 412551 to discuss a convenient time for you to view. Yours sincerely, Louise Johnson, Lettings Manager at Frank Innes Ashby
5/5
GoogleFrank Innes Derby has done a great job during my tenancy. Good communication, friendly staffs and they helped me thru out the whole process. Excellent service.
Thank you so much for your wonderful 5* review Ray! We're delighted to hear that you had a great experience with our team at Frank Innes Derby. Your kind words about our communication and service mean a lot to us. Best regards, Lucy, Customer Relations Team
5/5
GoogleThis the 2nd home that Frank Innes have sold property for me. Both times they have been very helpful, chasing up on solicitor and paper work etc. I think that if it wasn't for Scott and Alice sale would have dragged on. I would have no problem with going back to Frank Innes if I ever need property sold ,highly unlikely, again. Thank you, you were all great
Thank you for your wonderful comments and 5* review! Best wishes, Scott @ Customer Relations
5/5
GoogleBought my new house from this agent ,always friendly and courteous ,sale went through quickly with no problems, special thank you to Alice .
Thank you for your fantastic comments and 5* review! I will make sure your kind comments are forwarded to our local team. Best wishes, Scott
5/5
GoogleAlice was really helpful, keeping us informed at every step through to completion
Thank you for your superb 5* review. Best wishes, Lucy, Customer Relations.
1/5
GoogleI also got locked out of my flat due to someone changing the locks on the front door! I had to lie in the end by saying I had important medication to take! Also took me months to get my deposit back after I left, 8 in total. Customer services also was lacking in professionalism, sometimes rude and appeared to be somewhat stressed all the time. Terrible letting agents and will never be going back to them again.
Hi Naomi, we are sorry that your experience with Frank Innes Lettings Derby has been not been a pleasant one. The locks being changed on the door is not a normal occurrence, these were exceptional circumstances which we apologise for. In regards to your deposit, the company adhere to the deposit guidelines set out and aim to send back all deposits in a timely manner, however there are occasions when this can take a lot longer due to the deposit scheme processing times and disputes. I can ensure you that this was not intentional and we aim to try and process all deposits as quickly as possible. Please contact me or any of the staff at 01332 565295 if you wish to discuss this further. Branch Manager
5/5
GoogleBrilliant service. Really felt listened to, and all my questions were answered. Every effort was made to achieve my requests. Lydia has been great, and continues to check that I am happy with the property, and if there are any problems. Would definitely go back to Frank Innes if I move house again and would hope to deal with Lydia every time.
5/5
GoogleFantastic Service. I would recommend them 100%. Alice was amazing throughout the whole process, with her expert knowledge. Thank you so so much.
Really lovely to read another 5* review. Thank you so much for the recommendation. Your comments will be passed on to the team. Kind regards, Lucy.
5/5
GoogleOur property was sold within 10days, after being on the market for several years. We have been so impressed with their professional, efficient service, friendliness & communication skills .The team at Frank INNES kept us updated on progress at all times. We cannot thank them enough.
Thanks for the wonderful 5* review and thanks for your kind words! Best wishes, Lucy, Customer Relations.
5/5
GoogleBea at Derby branch was absolutely superb, my circumstances meant this was far from a straight forward rental. Nothing was ever too much trouble and I was kept informed the whole time. I cannot be more grateful for the hard work that went into securing a rental property for myself. My thanks and appreciation. Jeff Wickes ( happy tenant )
Thank you for your amazing 5* review and kind words of our dedicated team. Kind regards, Lucy, Customer Relations.
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