Trusted Agent profile · Folkestone
★★★★★
2,061 reviews across 2 platforms
85 Sandgate Road, Folkestone, CT20 2AF
Reeds Rains's office in Folkestone, at 85 Sandgate Road, is rated 3.8 out of 5 across 2,061 reviews on two platforms, including 177 Google reviews rated 4.7.
Every review we hold for the Folkestone office, from every platform, shown as written. First names only.
5/5
GoogleI was very satisfied with Adam Pritchard and his team i Folkestone in the handling of the sale of my flat.. They were very professional and gave me plenty of help and support.
Dear Jean, it has been a pleasure working with you. I was very glad to hear that completion took place successfully and would like to thank you for your review and business. Best wishes, Stephen Dumbrell, Franchise Director.
1/5
TrustpilotThe worst customer service ever
The worst customer service ever. I rented my home out through them, they allowed pets in my home after I had specifically told them no pets. They let one tenant sub let a room, and did nothing about it. They let a tenant move her boyfriend in, 3 years down the line I'm still getting letters from bailiffs and debt collection agencies. They have been no help whats so ever getting it rectified. Calls were never returned. The photos they took when tenant moved out, where inadequate for the company dealing with my claim against the bond. Even though I paid for them to fully manage the property when ever there was a problem they could never find a contractor I had to find my own. Stay well clear
I'm sorry you've been unhappy with our service. Please contact our Customer Relations Department so we can investigate this as a formal complaint. You can do so by emailing rrcustomerrelations@reedsrains.co.uk.To see our full complaint process, please visit https://www.reedsrains.co.uk/contact-us/lettings-complaint-branchReeds Rains
1/5
TrustpilotAppalling service
Would not recommend this company at all. Very rude staff at Crossgates branch. Booked an appointment for a valuation of my home for today on Tuesday/Wednesday. They rang to confirm yesterday and then received a phone call this morning saying they have to cancel without giving a reason so he spoken to Claire the manager who then rung us and said she doesn’t cover LS16 and that it would take 45minutes from crossgates to cookridge! I know for a fact it doesn’t take that long. There was no apology, there was very poor customer service and the comment we received was ‘I am not willing to argue about this’ when we didn’t even receive an apology !
Hi Abigail, I'm sorry this was your experience. It is true that our agents only cover certain postcodes, and will not be able to give a valuation in a postcode which is out of area. You should have been informed of this when you originally booked your valuation and we apologise that this was not the case, clearly as a result of a breakdown of communication between our teams. I also apologise that you feel our agent was rude on the phone. Reeds Rains
1/5
TrustpilotCertainly NOT worthy of an 'Estate…
Certainly NOT worthy of an 'Estate Agent service'! With all the New and upcoming, Far CHEAPER estate agents on-line like 'Purple Bricks', 'YOPA', 'Tepilo', 'Doorsteps', etc, etc one would of thought Reeds Rains would provide a Far better, indeed Far CHEAPER service than what happened to us!? Reeds Rains 'Customer Relations Manager' Ignored the whole complaint Below :- 1. They totally ignored their then employee “J” first visit with us, his appalling discriminatory behaviour towards our beliefs etc, etc. They readily dismissed this as entirely irrelevant!2. We did NOT say ‘There was not a Vat element to this fee’ We said “J” and others said the Total at the end would be Only £1,700 and No more! This was the Agreement.3. This is the First Time We had seen this Document Reeds Rains say had a part to play in my sale!4. We also phoned Reeds Rains as suggested by your employee “J” to Clarify this with management etc at Reeds Rains. They clarified the Total amount would be asked to pay would be £1,700. and No More!5. They chose to ignore the fact that Reeds Rains Asked us to conduct the viewings ourselves stating because “No one is in the office twas available for the viewing!” We felt Literally pressurized into it! We had to sell our Property to prospective buyers and indeed We alone showed the Property to all who came around even the buyer. No one at Reeds Rains conducted the viewings and even with the buyer Reeds Rains Never told us the viewing was to take place with the buyer. We were kept entirely in the dark even when they turned up on our door step unannounced!This is Not the service anyone should expect is it not?6. Reeds Rains ignored the fact that the Floor plan made by Reeds Rains was entirely Wrong and we had to take considerable time redrawing it to how it should of been.7. We were forced to take the pictures because your staff put the old pictures up the pictures when I purchased this property years go when we purchased the property before we renovated it. Reeds Rains used some of the old pictures! In Their response to our complaints they conveniently chose to ignore these facts.Our Case is with the Property Ombudsman because Reeds Rains chooses to ignore our complaints but still demand money for their far from professional service!******In Reeds Rains response they say, we say honestly *****:1. While Reeds Rains use the convenient excuse that the offending ‘Employee no longer works at Reeds Rains’ his behavior was appalling and one that simply should not be brushed under the carpet and ignored with regards to our complaint! The Impact was felt and it proved extremely upsetting!So there you have it a company who readily dismisses the abuse just because ‘This employee no longer works at Reeds Rains’ !2. There was No ‘Confusion’ between us! In Good faith a “Total of £1,700!” was clarified which Means “£1.700!” in the real would clearly not Reeds Rains world.When I purchased a Car the Price I was told all in, the total amount was what I paid not £340 More like with Reeds Rains!As for the middle document they say appears ‘proving at etc £340’ ? We had never seen this alleged document or signed our name on it! 3.. ' when one of the viewings was booked by our central call centre.' That was the integral Viewing where the eventual buyer turned up without any notice, and unaware of them coming I almost did not open the door! As We stated at almost all times any viewings We were told would we do the viewing from the office at Reeds Rains, because of some excuse Reeds Rains couldn't! In Actual Fact WE sold our property with Reeds Rains They at Reeds Rains were to busy to conduct the viewings! 4. Floor plan was ready to be posted on -line already as were the Old out of hate pictures BOTH wrong!We thankfully spotted them and had to painstakingly redraw them and retake the pictures! Again We did the work of Reeds Rains and We sold our Home Not Reeds Rains!
We apologise that you have been left unhappy with your experience. We are investigating your complaint through our formal complaints procedure and you will soon receive our final viewpoint. However we’re happy to briefly respond here.We train all our staff to behave with professionalism and good customer service. That said, as the member of staff you refer to above is no longer employed by Reeds Rains it is difficult for us to get absolute clarity on the conduct during the first appointment, or regarding the photographs used.We apologise if there was any confusion around the fee, but we have on record our Estate Agency Agreement, signed by you, stating that the fee would be £1,700 + VAT.We understood that you were happy to conduct your own viewings. We apologise that there was miscommunication when one of the viewings was booked by our central call centre. However we’re glad that this viewing went ahead as it would prove to be the eventual buyer who completed the property purchase. As is our normal process, we shared the floorplan with you before we commenced the marketing of the property. We gratefully accepted your amends and were happy to implement these before marketing the property.Brad Ogden, Regional Operations Director, Reeds Rains
5/5
TrustpilotI have both bought and sold through…
I have both bought and sold through Reads Rain Colne. Delena and Fiona were excellent in the communication department. Extremely friendly with it as well. Would recommend.
1/5
TrustpilotStolen money from me
Stolen money from me. Use this firm for letting of a property and they use the tenants deposit to protect there own cost. Not mine. Deductions made from my deposit without my authority. Also done exactly the same to a friend who they also let out there property. The property was turned in to drugs factory and scumbags withheld money which they had no rights to. I will never use them again.
Hi Karl,I'm sorry you have not been pleased with the service you've received from Reeds Rains. Customer service is of paramount importance to us. Please let us know which branch it is you had dealings with?Kind regards,Reeds Rains
2/5
GoogleWe brought through reeds rain when collecting keys I did think they would be a bit more positive good luck with the move and maybe a bottle of Prosecco would be a nice touch just seem to get here are your keys bye, considering the cost of selling I know our estate agents we sold through gave our buyers and lovely move my hamper
Dear Zoe, thank you for taking the time to review your purchase through our agency. It is disappointing to receive your two star review as we worked extremely proactively throughout the process that led to a successful completion and a happy client. I do apologise that we do not offer gifts on completion which was a conscious decision in an attempt to keep costs down for our vendors and focus more on the service. However, we do appreciate your feedback and perhaps this is something we could look to introduce in the future. I hope you enjoy your new home. Stephen Dumbrell, Franchise Director.
5/5
TrustpilotAlways keep me updated
We're glad to hear that we consistently keep you informed. We appreciate your positive feedback! Regards, Reeds Rains
5/5
TrustpilotExcellent rapport with Lewis wonderful…
Excellent rapport with Lewis wonderful service
We're so glad you had a wonderful experience with our service. Your positive feedback means a lot to us! Regards, Reeds Rains
1/5
TrustpilotDO NOT GO WITH THIS COMPANY!!!
DO NOT GO WITH THIS COMPANY!!!I was a tenant in one of their properties and the landlord wouldn't complete any maintenance within the property leaving me with several different issues. I called multiple times and nothing was ever done since I moved in till i moved out. TENANTS RIGHTS! You don't have any with this company may aswell live on the streets. Horrible customer service, Horrible people, Take advantage of your being young. Can't even complain as its so difficult to find a complaints procedure.
Hi Amy,Very sorry to read your review. We would like to look into this matter further for you. You will receive request for more information directly from Trustpilot.Regards,Reeds Rains
5/5
TrustpilotThe team were very friendly and…
The team were very friendly and efficient Simon Wilson was brilliant from start to finish he made everything so easy for me and kept me informed throughout the sale as this was a family home of 57years and he was very respectful of this and he was so mannerly and friendly I will definitely use Reeds Rains again.
Glad to hear that! Thank you so much for the review :)
1/5
TrustpilotPontefract branch
Pontefract branch , appointment made , travelled from London to keep it, 15 minutes stood outside house, agent no show, so I ring RR to be told they have been ringing all day to confirm , not one call on my call log ask lair to ring me back on number she had came straight up wish I could put pic on ,, bottom line incompetent estate agent went to W H BROWN APPOINTMENT TOMORROW, RR REAPPOINT ANOTHER 10 DAYS
Hi Clive,We understand your frustration with the missed appointment and the inconvenience it caused. We strive to provide excellent service and are disappointed to hear that your experience did not meet your expectations. We will investigate this matter further and take appropriate action to prevent similar situations from occurring in the future.Regards,Reeds Rains
5/5
TrustpilotAdam's expertise sets the standard in Folkestone
Adam at Reeds Rains Estate Agents in Folkestone is a standout professional. Having bought two properties and sold one unit through their services, I can confidently say they're unmatched in professionalism and dedication. With experience in the real estate business, I've found no team more committed to excellence. Their success secret? Exceptional follow-up throughout the process. Reeds Rains Estate Agents, is our go-to in Folkestone. Highly recommended for a trustworthy real estate experience!Many thanks, Edwards and Dan
5/5
GoogleHabil Khan, was wonderful. He showed me multiple properties and made what could have been a stressful situation an enjoyable experience. Thank you Habil.
Dear Elaine, thank you for your very positive review. I am glad you found our service impressive and will pass on your very kind comments to Habil. Kind regards, Adam Pritchard, Sales Manager.
1/5
Trustpilot0/10
If I could review this estate agents lower I would. I initially signed for a property in 2021 with a partner - they messed us around for weeks at a time and made the moving in process as stressful as possible which lead to them finally releasing the keys after office hours despite having a moving van waiting all day. Immediately after moving in we had to make a formal complaint due to having to wait over 8 weeks for acknowledgement on maintenance issues. Not something you want straight after moving into a property? Not to mention later going 3 days without heating or hot water in the height of winter.They shut us up by offering to pay compensation of £150 for the inconvenience.However, later in the tenancy the other tenant moved out leaving me, a single young woman, living alone. The landlord, an older gentleman, turned up to the property without notice several times. On one occasion, I granted access to the property for him to review some damp problems, whereby he made multiple inappropriate comments about how my tattoos would look better without my clothes on, and that I was safe going upstairs alone with him. A few days after this, he knocked on the door at circa 7pm at night asking me to go for drinks with him.Being a woman living alone, knowing that this man is aware of this and is in a position of power, I didn't speak out until the end of the tenancy.This landlord then decided to claim over £700 of damages from myself. Luckily, we used the Zero Deposit Guarantee scheme and so they disputed this on my behalf and over £500 of this claim was rejected. Leaving me to pay just under £185 which was settled at the end of 2023.However, over a year after the end of the tenancy, Reeds Rains has just contacted me stating that I owe them £22. A reminder this was paid in 2023, the year that the tenancy ended.I would never ever recommend anybody to use this estate agents, it's a law suit waiting to happen and they clearly don't care about the safety of their tenants from landlords taking advantage of their position nor do they communicate with each other at all and prefer to harass previous tenants.
Hi Rebecca,We understand your frustration and disappointment with your experience. We take all feedback seriously and will use it to improve our services. We apologize for the inconvenience you experienced. We would like to investigate this further - you will receive a request from Trustpilot for more information.Regards,Reeds Rains
5/5
GoogleFantastic service all round - from viewing to exchange. Responsive and helpful throughout the process with a special shout out to Adam. Thank you!
Thank you for your kind review, I am very glad to hear that the sale process went well and I will pass your kind comments on to Adam and the team. Kind regards, Stephen Dumbrell, Franchise Director.
5/5
GoogleI chose Reeds Rains because Adam Pritchard showed sensitivity to our situation and came across as knowledgeable, genuine and honest. We weren't let down. The house sold quickly at a fair price, Adam kept us up-to-date throughout and liaised well with our solicitor. I have no reservations in recommending them.
Dear Dawn, thank you very much for your positive review. I really appreciate you taking the time to review your experience with our company. Regards, Adam Pritchard, Sales Manager.
1/5
TrustpilotReeds Rains at Chapel House. Worst agent in the North East
Reeds Rains at Chapel House. We recently bought a house and these people were unfortunately the acting agent. The vendor wasn't happy with them and neither were we. What a rip -off. Talk about giving the industry a bad name. Charged us £60 to carry out an I.D. check when we were stood in their office with our official documents. No, we can't take a copy, you have to pay a fee and use our app!! So we paid under duress as we wanted the property. The app simply asked us to upload the documents. As if that made any difference as opposed to them photocopying or scanning them themselves. During the next six to eight weeks of the process, we never had one single phone call from them giving us any update. When we rang them close to completing on the purchase we were told they would ring us. They didn't!! I have dealt with other agents as an investor and for private purchases. These people are pathetic and a disgrace to the industry. Don't touch them with a bargepole. Useless!!
Hi Dave,We understand your frustration with your recent experience. We value your feedback and will use it to improve our services. We strive to provide a positive experience for all our clients and are disappointed to hear that we fell short of your expectations.Regards,Reeds Rains
5/5
TrustpilotFantastic company
Fantastic company, always ready to provide good advise , would seriously recommend them to all my friends and family.
We're so glad you had such a positive experience with us and appreciate your kind words! Regards, Reeds Rains
4/5
GoogleWhat should have been a quick purchase turned into a major headache but not at the fault of Reeds Rains but the seller and solicitors being at loggerheads, I personally dealt with Adam who I would recommend, he kept me up to date as much as possible
Dear Ian, thank you very much for your positive review. I really appreciate you taking the time to review your experience with our company. Regards, Stephen Dumbrell, Franchise Director.
5/5
TrustpilotFANTASTIC AS ALWAYS!
FANTASTIC AS ALWAYS!!
We are so happy to hear about your continued positive experiences with us! It's wonderful to know that we consistently meet your expectations. Thank you for your kind words and loyalty. Regards, Reeds Rains
1/5
TrustpilotI strongly advise against using this…
I strongly advise against using this property management company. My experience with them has been nothing short of dreadful. I was constantly having to chase them for updates on the tenant eviction process. As of June 20th, I was told the matter was "under investigation." However, it wasn't until July 1st that I was finally informed the tenant had vacated the property, with rent paid through May 31st. In retrospect, this means my property sat vacant for an entire month with no notification from the agent. This is an absolute disaster and a complete dereliction of their duties as the property manager.The level of incompetence, lack of communication, and failure to keep me informed in a timely manner is unacceptable. This agent has provided the worst service I have ever encountered. I would caution any landlord against entrusting this company with the management of their rental property.
Hi there,Sorry to read your review. We would like to look into this further for you. You will receive a request for more information directly from Trustpilot.Regards,Reeds Rains
5/5
TrustpilotWonderful! Really very helpful
You were really very helpful, listened & understood. Some agents just wanted to give a valuation without viewing our home and seriously undervalued what it was worth.The viewings were on time, you obviously know what you are doing as it sold in a week, quicker than we expected.All in all a very pleasant experience.Thanks, will recommend your professionalism to others.
5/5
GoogleI couldnt rate Adam and the team more highly, they was so helpful from the start to the end of the buying process, when our first house fell through Adam did everything he could to help us get back on track till we found our new place. Really impressed how everyone we spoke to at Reeds Rains was professional and responsive to our needsPositiveResponsiveness, Professionalism
Thank you very much for your kind words Naaman, I hope you are happy in your new home. Regards, Adam.
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.
Reeds Rains's Folkestone office has 2,061 reviews across two platforms: 177 on Google, 1,884 on Trustpilot (across the whole business).
Reeds Rains Folkestone is rated 3.8 out of 5 across all 2,061 reviews, and 4.7 out of 5 on Google from 177 reviews.
Reeds Rains Folkestone, 85 Sandgate Road, Folkestone, CT20 2AF.
