Trusted Agent profile · Ely
★★★★★
192 reviews across 2 platforms
16 - 18 Market Place, Ely, CB7 4NT
Tucker Gardner's office in Ely, at 16 - 18 Market Place, is rated 3.4 out of 5 across 192 reviews on two platforms, including 141 Google reviews rated 4.1.
Every review we hold for the Ely office, from every platform, shown as written. First names only.
5/5
GoogleIt was good experience, customer friendly, they do all process immediately. Thank for fuu team especially Ms Harriet helped me really well. Thanks
Geethu Gopalakrishnan thank you for taking the time to leave us this great 5* review. Kind regards, Lucy, Customer Relations.
1/5
TrustpilotUsing them as letting agent was one of…
Using them as letting agent was one of my worst decisions. Having freed myself from them because they did no checking of the property in the last 10 years I have been faced with £ks of repair work to bring the property back up to standard. And they take no responsibility. Use them at your peril!
5/5
GoogleHarriet Scrivener, thank you so much for our new house!)
Many thanks for your outstanding 5* review and your generous comments Andrey. Best wishes, Lucy, Customer Relations.
5/5
GoogleI rented a flat from Tucker Gardner in Ely last week. I am more than happy with their service. The staff is friendly and professional. They also help me with any problems and issues I had. Communication in person and via phone was excellent. From my experience so far I highly recommend this agency
Thank you for your outstanding 5*review! It's wonderful to read that you were kept fully informed and up to date throughout the process by our Tucker Gardner branch. Best wishes, Lucy.
5/5
GoogleFantastic service from Harriet and the lettings team. From the first call with Harriet to the moving day it was speedy and efficient. Definitely recommend!!
1/5
GoogleI had quite a bad experience with them. They were always trying to use any possible opportunity to avoid doing things they had to do, and finally I ended with unfair deductions from my deposit. Very slow, rude and arrogant communication style.
Hello, I am sorry if you were not happy in your experience with us. If you wish to share any further comments about your experience, please do email me at review@countrywide.co.uk Kind regards, Lucy, Customer Relations.
1/5
TrustpilotIf I could give no stars I would
If I could give no stars I would. I haven’t rented nor bought from Tucker Gardner, no. It didn’t even get that far. Their customer service, or rather lack of has completely repelled my Fiancé and I from using their services. We’re looking for a property to rent, the search has been hard but consistent, a lot of properties we had found and liked were listed by Tucker Gardner, impossible to reach by phone just impossible to get through to. After numerous attempts at calling (when I say numerous I mean weeks of trying) and emailing, we got nowhere. The phone line would reach a certain point where an automated response would be activated saying “we’re sorry no one can get to the phones right now, we’re very busy, please leave a message” to which…you guessed it, I left a message. With no response, property’s we like and would love to know more about still listed we opted to go into the branches. We might have well just saved the petrol money and stayed at home. Not only was I insulted but we left with 0 useful information. We sat down and persisted to explain our situation, our efforts to get in touch with them, our efforts to call email etc. Rather than “we’re so sorry you’ve had such trouble, how can we help now” or “that’s a shame I will look into why you could have possibly expirenced this, how can I help” it was; “There’s no reason you couldn’t get through, our phones aren’t ringing off the hook *points at phones*. Are you sure you pressed the right options” automatically I was unimpressed. The idea that I’m incapable of listening to a robot telling me to press 1, 2 or 3 for different departments was like I said; insulting. Regardless we asked for help, we listed the properties that we had liked and wanted to know more about, of course by now they’ve all been let. We are now looking for properties listed by anyone but Tucker Gardner, their lack of respect, common sense & customer service has completely put us off, two very capable and willing customers. I will not be recommending them to anyone but rather warning people away.
1/5
GoogleYou call never get to speak to anyone and if you are lucky enough to talk to someone all you get is I will enquire and call you back. And guess what no one ever does
Thank you for this feedback. I'm sorry that you experienced issues getting in touch with the branch and I have passed your comments on to the Regional Manager so this can be discussed directly with the branch. If you wish to share any further comments about your experience, please do email me at review@countrywide.co.uk Kind regards, Lucy, Customer Relations.
5/5
GoogleI’ve just started renting through Tucker Gardner and they’ve been so incredibly helpful. Fast to respond and approachable, they’ve made the experience the least stressful it can be. I’ve been renting for ten years now and never had such a good experience.
Hey Rebecca, thank you for your fantastic 5* review and we really appreciate your kind words. Best wishes, Graham, Customer Relations.
5/5
GoogleI must give my full appreciation to Harriet, she made my experience enjoyable and fun! Can’t recommend her enough. 10/10.
Holly Vernon thank you for the fantastic 5* review and it is great to read that you would recommend us and I would like to wish you the very best for the future. Kind regards, Lucy, Customer Relations.
1/5
TrustpilotMost rude staff members EVER
Most rude staff members EVER! They come around to do their business with their tenants and park their car on my dropped Kerb. They ignore the ''no parking'' sign and guess what? They even ignored me when tried to talk to that young ''lady''.
1/5
TrustpilotPure Evil
Tucker Gardner is a classic example of a legacy corporation painfully removed from the experiences of everyday people. My wife and I moved into a TG property late last year, and were quickly thrown into a chaotic move-in process filled with loose ends and endless inconveniences. They were unresponsive, uncaring, and unfailingly incompetent. After one month in property, we decided to cut our losses and end our lease prematurely, for the sole purpose of removing Tucker Gardner (and our Countrywide property manager) from our lives. We're now in a property operated by Bidwells, and it's been a breeze.
5/5
GoogleThank you for all the help, Harriet. Your assistance, professionalism, and patience was greatly appreciated.
Many thanks Colleen Johnson for your fantastic 5* review. Best wishes, Lucy, Customer Relations.
5/5
GoogleI have had an excellent experience in commencing my tenancy with Tucker Gardner. The whole lettings team have been very helpful, going above and beyond wherever possible to help out and make my move-in as seamless as possible!
Many thanks for your fantastic 5* review. Best wishes, Lucy, Customer Relations.
4/5
GoogleA highly professional, very effective and friendly team. They definitely provide a very high quality service, and really take care of thier client (even though the letting agency is a bit tricky to get hold of intially!).PositiveQuality, Professionalism
Many thanks for the great review. Kind regards, Lucy, Customer Relations
1/5
TrustpilotCan we have a feature for minus stars?
An absolute shambles of a company - I wish I had checked Trust Pilot prior to renting with them. I rented via TG for 2 years, had problems from the get go with them. Firstly, issues with the house when I first moved in - only a handful of matters were resolved and ironically the ones that didn't really cost much. Fast forward to my exiting the property, I am now almost 6 weeks on with no deposit returned as of yet. The staff are totally incompetent and are trying to charge me now for things that were 1. in the inventory from when I moved in and 2. since the new tenants have moved in and have obviously reported the same issues I had. Whilst I lived at the property I made vast improvements to the gardens at no extra cost to them or my Landlord. How this company is still running is beyond a joke. Made an official complaint on 21st September and have still not heard from Management - disappointed yet not surprised. DO NOT RENT WITH TUCKER GARDNER.
2/5
TrustpilotAvoid unless you like arguing
As a summary, AVOID renting with Tucker Gardner unless you have lots of spare time to be emailing and calling them, especially when it comes to getting your money back! There seems to be a lack of communication between the different Tucker Gardner/ Countrywide teams which means you have to keep asking and explaining everything multiple times. They also seem to have no regard for what's stated in the agreement and don't seem to chase things up until you remind them all the time.Most of the things were okay while we were with them but we didn't have many issues that required their involvement (hence 2 starts, not 1). Most problems started when we were moving out. We kept getting emails from the renewals team over 2 months before the end of our tenancy asking what we want to do - bear in mind this was in the middle of the pandemic when nothing was certain! We informed the terminations team we will be vacating the property few weeks before the end of our tenancy agreement so if the landlord agrees, we would be happy to terminate it earlier. I don't think this was ever communicated to the landlord by the terminations team. I think he was only asked about it when the agent wanted to show people around the property and I mentioned it to her. The lady dealing with our deposit/rent return didn't seem to be aware of the fact we should be getting 3 weeks worth of rent back until I asked about it, even though she admitted it was on the system!The biggest issue was the deposit. It took 20 WORKING DAYS (A FULL MONTH) TO HEAR HOW MUCH THE LANDLORD WANTS TO KEEP! It took countless emails (most of which remained unanswered by Tucker Gardner and Countrywide) and phone calls to get anything done. I only started getting replies to my emails after I said we would wait 3 days and raise a dispute with my deposits. This was a violation of the contract as it states we should have heard back in 10 working days. When I kept saying it is taking much longer than stated in the agreement I heard there's nothing they can do until they hear back from the landlord - this was just rude and unprofessional. As we can't contact the landlord ourselves, we rely on them to chase it up! It seems there is no protection for the tenants if the landlord is taking too long and breaking the agreement. Some of the people I have spoken to were very nice and actually helpful while others seemed annoyed that you keep contacting them to sort things out - it's a very stressful agency to be renting with!
1/5
Trustpilot1 star is too many
Honestly where i do i start. Still trying after a month of leaving a rented property to get our deposit back. AVOID at all costs as I've never dealt with cowboys sooo bad in my life. They fail to even read the most basic of emails and let alone Acknowledge that you have contacted them. Had a serious mould build up in the house took over a month before even anyone came to look, then nearly 3 months later no work carried out still just emails of we are waiting for a quote..... like hell they are. Will be raising a dispute of the fess they charge for leaving (and we didn't leave our agreement early) i advise any one to seek legal help or raise a dispute once you do leave as they will surely try to charge you fees that they can not. Btw this is going on all the names you operate under.
1/5
TrustpilotA absolutely atrocious company to rent…
A absolutely atrocious company to rent through. It has taken a whole month to get our deposit back. Just do the sums. Countrywide, who now own over 60 agents ( some with multiple offices like Tucker Gardner ) and are responsible for letting several thousand properties of which many will come to the end of tenancy agreement each month, let's assume at an average rent of £600 and a deposit of £700, it means that they are sitting on our deposit money amounting to £700,000. At a meagre 1% interest rate this is a clear profit of £7000 per month. Call me a cynic if you like, and maybe it's not actually their policy, but it stinks.The process for getting your deposit back is fraught with obstacles thrown up by their big company systems in which little girlies are not allowed to make reasonable decisions, so steer well clear.
1/5
TrustpilotWe live in a flat that Tucker Gardner…
We live in a flat that Tucker Gardner supposedly “manage”. Why any landlord would allow this company to be in charge of their property is beyond me. Their property maintenance team combine being incompetent with what I can only describe as aggressive stupidity. In an industry not exactly known for having helpful and competent people Tucker Gardner are remarkable for just quite how unpleasant they are to deal with. Honestly, AVOID AT ALL COSTS.
5/5
GoogleReally loved and appreciate the service l got from a lovely lady Harriet.l really would recommend anyone to you guys.Thank you
5/5
TrustpilotHolly at TG in Ely has been fantastic
Holly at TG in Ely has been fantastic. Her professional and kind service made my son's move much easier. I would like to thank her for this.
1/5
TrustpilotTruly awful company
Truly awful company! They ignore every effort to contact them, so don't expect them to reply to any emails or answer the phone. Refuse to do repairs to the properties they managed, using the owners not giving permission as an excuse time and time again!!! They are only interested in money and have absolutely no qualms about how they get it and the people they upset along the way. My advice "DON'T USE THEM ... EVER!!!"
5/5
GoogleEmily top sales agent in Ely
Many thanks for the fantastic 5* review Atta. Kind regards, Lucy, Customer Relations.
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Tucker Gardner's Ely office has 192 reviews across two platforms: 141 on Google, 51 on Trustpilot (across the whole business).
Tucker Gardner Ely is rated 3.4 out of 5 across all 192 reviews, and 4.1 out of 5 on Google from 141 reviews.
Tucker Gardner Ely, 16 - 18 Market Place, Ely, CB7 4NT.
