Trusted Agent profile · Glasgow
★★★★★
493 reviews across 2 platforms
89 Byres Road, Glasgow, G11 5HN
Ross and Liddell's office in Glasgow, at 89 Byres Road, is rated 2.9 out of 5 across 493 reviews on two platforms, including 4 Google reviews rated 2.0.
Every review we hold for the Glasgow office, from every platform, shown as written. First names only.
5/5
TrustpilotNicole made my telephone conversation…
Nicole made my telephone conversation very easy and I understood her explanation of my account. Nicole was very pleasant to speak to and very courteous.
Great to read your feedback, thank you for taking the time.
1/5
TrustpilotThe worst company I’ve ever had to deal…
The worst company I’ve ever had to deal with in my life, if you are a builder of new developments- STAY CLEAR OF appointing Ross and Liddell - We have been fighting with Ross and Liddell for years about the state of the area in where we live for Grass cutting/car parks/bin areas/tress the close within the flats/paint work/walls the list goes on and on.When you complain they and Sean’s exact words where - WE DONT CARE IF YOU MOVE FACTORS/ and when I made him aware that trust pilot had bad reviews again, I DONT CARE ABOUT REVIEWS - Stunned so if your a owner, director also please read.No one calls you back, they argue with you and then after pretending to come to your site and meet you, they don’t show up and leave you standing for 2 hours, then when passed to major complaints, she does the same fobs you off doesn’t return your calls or emails and lies.So we will be dropping g Ross and Liddell immediately and like 52% on this site of a 1 star.. please read before you hire them.Thanks Just to add to the lies on the response below - Honestly your company is going from bad to worse, on Monday I called and called 9 times until eventually on Thursday I got a call back from Michael, then Sean and I have a recorded call of your guy Sean saying I’ll be on site in a couple of hours (this was 1pm) I’m meeting a builder as the brick work is needing fixed, he then said I’ll meet you and we can walk round the site ? So please be honest, you’re saying I’ve made that up? And also yes, you sent contractors and the cleaner this morning, and THEY STILL DIDN'T DO THE JOB RIGHT, then sent an inspection guy who pretty much confirmed the place is a riot… And Sean was meant to be on site on Thursday at 3/3:30 pm, after I spoke with him, he did NOT show up and with no warning either, and left us standing for almost 2 hours. And Jennifer confirmed that he told her “ I meant to tell mr ness but forgot” I’ve spoken to Jennifer twice, since Thursday and had loads of emails back and forward, and one stating from me, show up on Wednesday don’t show up on Wednesday as we no longer care as more than 20 owners wish to terminate, if you wish I can post the full email paper trail.. but don’t lie and pretend you’ve “got one thing wrong” I emailed back 21 problems with this site, and today other owners have also, that’s been going on for 7 years, and Ross and Liddell has done nothing so we’re fed up, and 70 % of the street feel the same, so again, accept full responsibility, take the loss and move on.Wow… just wow
Mr Ness, we are sorry to read your comments. Ross & Liddell really value client feedback and our team work extremely hard to provide an excellent service to all of our clients. We really do care about reviews, that's why we invite owners to review our service on a regular basis. We accept that we don't always get things right, but we work to resolve any issues our clients bring to us. We note from review of our system that our Complaints Manager has been in contact with you on more than one occasion since Thursday last week. She advised you that our Senior Property Manager and Property Manager were available to meet with you on Wednesday of this week. You declined this meeting. We did not arrange a meeting whereby we failed to show up and we have called you back each time you have got in touch with us. We have written to all owners within the development today as we are keen to discuss any concerns which owners may have. Our staff intend to be on site on Wednesday to meet with any owners who wish to discuss their concerns. In the meantime, we note that you have submitted a complaint to our Complaints Manager, who will thoroughly investigate your concerns and provide a full response within the timescales noted within our SLA. Please rest assured that we really do care that owners are considering changing factors and we wish to work with all owners to address any concerns they have at the development.
5/5
TrustpilotLive Chat
Contacted the staff regarding a broken manhole cover. The experience was quick and easy over the Live Chat. Claire was brilliant, no complaints!
Thank you so much for your feedback, we really appreciate it.
5/5
TrustpilotUsed the online chat to log an issue
Used the online chat to log an issue. Had a quick response and Kerri was very helpful, identified the area concerned and set in motion a request for attendance from the grounds maintenance team. :-)
5/5
TrustpilotSoffit Issues.
We have on-going soffit issues within our building. 3 contractors have visited the site. Naturally its important to get this important roofing work done before end-August/summer. R & L staff member (Paige) was excellent in providing a full update and undertook to drive things forward towards a satisfactory conclusion etc. Her clarity and desire to help was obviously appreciated.
Thank you for your review. We appreciate your patience while we worked to progress the soffit repairs and are delighted to hear that Paige was able to provide a clear update and helpful support. We'll be sure to pass on your kind feedback to her. Team R+L
1/5
TrustpilotWorse company I have ever dealt with
Worse company I have ever dealt with. Bills for storm repair applied to my account again on latest invoice, claimed on the insurance but still not passed on, only the charges. Well past one year since original claim and still not settled. Complaints process is a joke as no one actually takes ownership of the catalogue of errors in their handling of the damage, mis-billing and resolving the complaint. Unbelievable.
Thank you for your feedback. We're sorry to read that you are dissatisfied and we are keen to resolve the issues outlined. We have sent you a request for information. on receipt of this, our team will be in touch to discuss next steps.
5/5
TrustpilotImpressive Service from Billing Team Member, Rhiannon
As owner of three properties managed under Ross & Liddell, I had many issues getting help from them. But I have a present surprise today. Was trying to get help on a transaction made earlier this year. I thought it would take days before I get answers. But Rhianno was able to resolve my problem in literally minutes. Was very impressed with the helpfulness and professionalism exhibited by Rhiannon.
5/5
TrustpilotBest customer service from Gail today
After many attempts to get help from Ross and Liddell as I have unsure who is cutting grass in certain areas, today I spoke with Gail who was absolutely fantastic and was finally able to get me the info I needed. She was able to send me plans and confirm maintenance of areas for me. Super friendly and polite. A brilliant employee! I hope other people are lucky enough to find her on the end of the chat too!
5/5
Trustpilotused the live chat and spoke to Angus
used the live chat and spoke to Angus. he took the issue onboard and is away to sort it with no issues! kind of service we are looking for!
5/5
TrustpilotPaige was brilliant at taking action…
Paige was brilliant at taking action and coming up with a solution to my query.
Thank you for your kind feedback. We’re delighted to hear that Paige was able to take prompt action and provide a solution to your query. We’ll be sure to pass on your comments to her, it’s always appreciated by the team.
1/5
TrustpilotRoss & Liddell’s Circumlocation Office
It is reminiscent of Charles Dickens Circumlocation office in which there is a great deal of activity to achieve no end. And just when you think that you might have mastered their latest process, it is changed! Feedback is the breakfast of Kings! If the responder to my initial post had actually taken the time to understand my issues then he/she would see that after many months (and in one significant issue, years) next to nothing has actually been achieved. Also, the reason for loading my previous emails was because, during the period of non-resolution, you had changed processes - and this was, therefore, the best way to apprise the reviewer of the issues. As I write (15th May) no tangible progress has been made since my previous post.
Michael, thank you for your feedback. On reviewing your recent Live Chat interaction with our team, it is noted that you sent reels of email messages through via Live Chat for our team to read and provide an update on. On review of the extensive information, our staff suggested that we would arrange for our Senior PM, Paul, to contact you.
1/5
TrustpilotA lock on a fire door?
Contacted their customer services to report [so they could record] that our block of flats had experienced a break in through the fire door.Response was the suggestion they send out a contractor to fit a new lock to the fire door.Told them to keep away because that would break fire regulations, Got advice from the police [equally horrified at the idea of a lock on a fire door] who recommended changes to make the door more secure.Organised it ourselves rather than risk letting Ross Liddell anywhere near.
Mr Rae, thank you for your feedback. On review of your recent Live Chat interaction, we agree that our response could have been better. We have addressed this training issue with our advisor. We are sorry we got it wrong on this occasion.
4/5
TrustpilotPaige was very helpful in following up…
Paige was very helpful in following up the issue with the front door to the flats.
Phil, great to hear. Thank you for your feedback.
1/5
TrustpilotUseless Factors
Useless factors. Have been trying to get an issue resolved for over a year now, only to be passed from person to person with various excuses saying it had already been fixed, which is simply not true. Terrible communication between staff and owners. Shame it takes a majority to be bothered enough to get new factors. If it were me they would've been gone as soon as they swapped from a designated person for each building to anybody in the country responding to your emails. Oh, and you can't even email anymore. Only live chat. Which was never communicated to us until I got a bounce back email saying "this email is no longer monitored", despite me receiving an email from said account less an an hour before. Honestly don't even know what I'm paying for.*Edit*Just to cover their response, yes I received quick replies, but the problem I have been trying to get resolved since Feb 2023 is still unresolved. And the last person who claimed they would update me by email once speaking to the contractors has still to get back in touch. That was on Monday.*FURTHER EDIT*Just thought I'd update this, as its now April 19th 2024. This issue is STILL not resolved, despite continued communication on my end, pretty much every 2nd day at this point. Their "team approach" over live chat simply means more people saying "we will chase this up with *so and so*" and nothing happening. There is zero communication in this office. Just continual passing the buck and blaming the owners/tenants.
Jenni, thanks for taking the time to respond to our review invitation. We are really disappointed to note that you are not happy with our service. On review of your last 3 Live Chat interactions, we note that you received the required updates quickly from us, and our team followed up on all points discussed. Our Live Chat was introduced to speed up interactions with our clients. Hopefully, in time you will agree that this is a much quicker process, as it allows us to resolve our clients queries much quicker.
5/5
TrustpilotClaire was very helpful
Claire was very helpful and understood the issue I raised, and dealt with my enquiry promptly. Thanks
Thank you for your feedback. We’re pleased to hear that Claire was able to assist you and handle your enquiry promptly. Providing helpful, efficient service is very important to us, so it’s great to see this recognised.
5/5
TrustpilotNicole was very helpful and addressed…
Nicole was very helpful and addressed the problem I was having without delay.
Craig, thank you for your feedback. We appreciate it.
1/5
TrustpilotBring back the email!
Despite a current ongoing problem I have with repairs to the close I am dumbfounded that Ross & Liddell no longer correspond with CUSTOMERS by email. Instead the only option to correspond is by phone or chat function. This means you can only raise matters during their working hours and there is no way to keep a record of ongoing correspondence (which I have concerns about as legally non compliant in event of dispute). I tried the chat function this morning and Cameron ended the chat when I failed to respond (I was making a cup of coffee) Please please please re-think this new correspondence approach. We are the CUSTOMERS - we need a service which works for US. Email is a professional and common form of correspondence bring it back! Ps I’m still waiting for a call to be returned relating to the close repair.
Hi Carolyn, thank you for your feedback. We recently introduced Live Chat in an effort to improve client service. We value all feedback from our clients on this. Most of our feedback has been really positive, as clients are able to resolve their queries quickly via Live Chat. However, with this being a new service, we are, of course, looking at ways to ensure that our processes work for all clients. We are sorry that you were not impressed with your first Live Chat yesterday. Our system shows that you disconnected the chat from your side. Cameron in our Repairs Team called you a few minutes later, to assist you further, but he was unable to reach you. Cameron will call you again today, to ensure that he answers any queries you may have. We do, of course, still accept emails from our clients on specific matters, but Live Chat has replaced our previous shared mailboxes within our Client Support and Repairs Teams. Cameron will chat to you regarding our new process in more detail when he calls you later today.
1/5
TrustpilotI honestly hate them
I honestly hate them. ive owned a house for 1 year and these scum have grabbed 100 per month. then all of a sudden want to increase to 200 saying common grounds work. all we have is a slimy little hallway. with carpet that doesn't look like carpet anymore. Little robbing people. theirs a older lady to handles the phone and she is like talking to a brick wall. no compassion no understanding.
5/5
TrustpilotArisha was a great help
Arisha was a great help, understand my challenge and acted promptly to support. I dread using livechat systems but this was seamless. Thank you
5/5
TrustpilotNicole was very helpful and considerate…
Nicole was very helpful and considerate in taking my enquiry forward
Thank you so much for taking time to review our services
1/5
TrustpilotNew Year, Same Atrocious Service from Ross and Liddell
Wow, we're in a whole New Year and Ross and Liddell's resolution is to continue being as terrible as ever. The roof leak which was reported on the 19th of October 2023 is still not fixed! Happy 1/4 of a year anniversary to the leak in the roof that is eating away at the ceiling, water marking the walls and dampening the carpet on a regular basis. You go, roof leak! I did have a bucket to catch the worst of it for a while, but you've grown so much in just 3 months that you're too big for any of my buckets or basins now. There's no stopping you, especially with the "help" of Ross and Liddell these past months not fixing the leak, or trying to hold back the leak in anyway shape or form and passing the buck around instead of taking accountability and responsibility for the property they factor for. So excited to see where this progresses in 2024 as it goes on and on and on! Just like the old classic shed in the back garden issue, which while I'm prioritising the inside issues of the roof leak that's been going on, at least Ross and Liddell choose this time, in the winter, when it's raining a lot, which is kind of bad for a leak in your roof, to finally take the death trap shed down. They then proceed to leave bits of the death trap shed all over my garden, including but not limited to: an old ice cooler they found, no lid, full of broken glass, various lengths of wood filled with rusty nails, the smashed in door of the shed, rusty metal pipes with jagged ends, one big metal pipe and a metal fence they had used to cordon off the death trap shed for 3-4 months before actually doing anything! Yay. But did they fix the Fence that's falling in with only wooden sticks, kindly provided by R+L, to prop it up? No? No. So at least the left over metal fence came in handy to help fence off the gap in the leaning fence of Paisley and we'll wait with held breathe for them to come back and fix it, right? Oh we can't do that because then who will come back to this page to update you when the roof comes in on the property! Thanks Sean, you keep passing that buck around and I'll keep on writing accurate and not paid for or planted reviews to reflect Ross and Liddell's true customer service value! Catch you for the 6 month anniversary of the leak!
Becca, we note your most recent review above. As noted within our response to your previous reviews, your Landlord, the homeowner is our client. All updates are issued directly to them. We are aware that there are roof repairs required to the property and we are in the process of obtaining estimates from our approved contractors, in order to agree a way forward. This has taken slightly longer than than usual, due to weather preventing safe access. However, we should be in a position to make a recommendation to owners for the required repairs very soon. Please note that in accordance with the Property Factors (Scotland) Act, we require to consult with homeowners and obtain their approval and funds prior to instructing required repairs, therefore, matters may not progress as quickly as you would like. Please keep in touch with your Landlord for updates, as our communications are issued directly to them.
1/5
TrustpilotWorse Factor in Scotland
Ross and Liddell are probably the worst Factor in Scotland. They have no dedicated property managers, live chat is useless and Snr. Mgt, have no sense of duty of care towards their customers whatsoever. For any repairs requested, they provide quotes which are consistently 3-4 times (yes 3-400%) more than what you could source yourself. Their Portal is supposed to have a history of precious works done and conversations had but it's also sadly missing. There is no Audit of any complaints, unless you move mountains they refuse to acknowledge or address complaints and even when they do, it's paying lip service as they have no interest in owning up to anything to redressing complaints. Better to have no Factor than a Factor like them. Stay away.
5/5
TrustpilotPaige was quick in response and helpful…
Paige was quick in response and helpful in answering all my concerns
Thank you for your feedback. We’re pleased to hear that Paige was able to respond promptly and assist with your concerns. Providing clear, helpful and timely communication is very important to us, so it’s great to see this recognised.
4/5
TrustpilotI'm happy with the service Ross +…
I'm happy with the service Ross + Liddell provide. I've been a client for almost two decades. Jasmine, in particular, has always been very proactive in resolving any issues that have arisen over the years. I have appreciated their straightforward guidance and focus on my best interests.
Thank you for taking the time to leave a review and for your continued trust in Ross + Liddell over the past two decades. We're delighted to hear that Jasmine has consistently provided proactive support and guidance over the years. Your kind words are greatly appreciated. Team R+L
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