Connells Horsham reviews

★★★★★ 1/5

Trustpilot

Failed to sell house then when other agent sold it demanded over 12K 3 years later

We instructed Connells to sell our property in late 2012 after moving from another agent. The were utterly useless, they promised to accompany all viewing but ended up by use doing most viewings, sending people round when no body in. When we went away for a few days requested no viewings they sent people round again. After the 8 week contract period was up we could wait to get rid of them. I phoned and wrote to them informing them we were terminating the agreement. We moved to another agent who sold the property within weeks. We didn't hear from Connells again or have any more viewings from them but three years later they demanded £12840.00 as an unpaid fee for a house they didn't sell!!!!! This is still ongoing.Update two months of grief with them taking them to the Ombudsmen and they finally admitted their mistake and offered £75 compensation!!!!!!!!

Tim · 4 October 2016

★★★★★ 1/5

Trustpilot

DO NOT USE - DO NOT CARE & BREACH GOVERMENT RULES

This is there worst experience I have ever had in terms of a letting agency. Branch don't care as pass buck to property management company who also don't care. They said here's your landlords number and deal with it. Thankfully we had a nice landlord but who knows why he would pay them a fee. Despite repeated warnings about breaching government code for return of deposit - we still have not had it even though we had full agreement. Court action here we come - I think the other comments speak for themselves and sincerely hope management change their ways but unlikely.

Helen · 26 September 2016

★★★★★ 1/5

Trustpilot

Avoid like the plague

Use another agent you will regret it if you do notAs a landlord we persistently pestered Connells who were managing our properties to get maintenance issues done etc as quickly as possible,some jobs really took forever when instruction had been given early We have now moved this property to another Agent and in the process of removing other property as maintenance is only one issue of a really really poor service givenCommunicate is absolutely appalling I have got to give a star rating but it should be zero rated

Richard · 22 September 2016

★★★★★ 1/5

Trustpilot

Failed to sell house then when other agent sold it demanded over 10K 2 years later

Tim - we have had a similar experience. After terminating agreement in 2014 due to poor service we went to another agent who sold the house in 2015.We have just received a bill for professional services?? for around £10,500. Is this happening to other ex Connells clients. Perhaps the Property Ombudsman should get involved? UPDATE: after having sent an email giving information of sale etc. and informing them that we would be consulting the Property Ombudsman they have emailed an apology and retracted the request for payment.

Vanessa · 7 September 2016

★★★★★ 1/5

Trustpilot

Giving estate agents a bad name

The initial sales experience was very positive, but that ended once we were signed. After that, they never returned or calls, they would not deal with interested prospects of our property outside of the chain they were dealing with. Very non-proactive, very rude when we could get hold of them. Never provided feedback post open day so we had no idea of the level of interest; only had one prospect presented to us which I can assume was also a Connells prospect in their chain.I would NOT recommended this estate agent. When I raised my concerns they acted as though they were not delivering a service, and as long as they found a buyer for our house why should it be a problem. The epitome of bad service, as, it IS a service they are delivering. And until they can get their heads around that fact, they will never stand out above the smaller estate agents that actually give a s**t. DO NOT USE.

Michael · 11 August 2016

★★★★★ 1/5

Trustpilot

aviod at all costs

First impressions on this company were great. Friendly staff & very informative. Once we found a property we liked negotiations started. The estate agent wanted this done over the phone.. cut a long story short we offered just a little over our budget with the promise of the house being taken off the market and future viewings cancelled. Once the offer was accepted i emailed to find out if the viewings had been cancelled and i got no reply for 5 days! We phoned the agent and he assured us things were ok even gave us some advice on a solicitor. 45 minutes later he phoned and said 'no easy way to tell you but you've been out bid, im so sorry, it came from someone who saw the house before you, it was from another branch i didn't even know the viewing took place they have offered 5k more than you so lets just get all the final figures together and put final offers on the table' I was devastated and angry as on the phone 5 days before he led me to believe that the house was ours! We had been gazumped! He knew that we was already pushing our budget and he was trying to squeeze more out of us! I emailed and explained that 5k was too much and our final offer would be the one we previously agreed on and do you know what.. i didn't even receive an email back! nothing! Disgusting customer service! I do not believe the offer came from a buyer who saw the house previous to us. I do believe that the viewings went ahead on that saturday and the offer came from there! Greedy Liars. They lead you to believe lies. Im glad that the sale didn't go through though actually as i can only imagine the hassle we would of had with them! We have now found another house & offered with another estate agent and once our offer was accepted the house has been taken off the market like they promised. See not that hard is it connells...

Belle · 4 August 2016

★★★★★ 1/5

Trustpilot

Disgraceful and dishonest service

We was going to buy a house with these chimps. Certainly would never buy or sell with them again. They didn't pass on correct information. Also lied to us on occasion and when I pulled them up about contradicting what they said they could only apologise. Their misconduct is one of the reasons we lost the house in the end and 3.5 k out of pocket due to them allowing gazumping. I received an email apologising for what happened because she couldn't sleep at night knowing that we did nothing wrong. (Guilt talking there) they are not very professional either. They promised to take the house off the market but then changed their mind. As the sale was going through our anxieties were high because it was still for sale on the open market. They promised no one would view it and they wouldn't accept any offers however they did do both! Not very happy with this company at all :(

Nicola · 3 August 2016

★★★★★ 1/5

Trustpilot

Incompetent

Not a single action taken by Connells has been successful in my 18 months of letting a property with them. First of all we lost the property due to them forgetting to pass on our application to the landlord, we were subsequently then offered the property as they had failed to conduct proper referencing on the successful Tennant. Minor maintenance issues went unresolved due to staff simply taking the call and forgetting about any actions. Staff are frequently rude and threaten to gain access to the property without permission due to tenants not being available for house inspections at 24 hours notice due to them forgetting to arrange with the tenants. Upon renewing the property contract, we paid the fee only to find Connells had failed to action our request, as a result of this we were left out of pocket and without a contract, Connells then failed to pass our rental amounts onto the Landlord for a period of months due to there being no contract. Upon the property being sold off by the Landlord, Connells failed to show up to any house viewings leaving it up to myself to completely manage the requirements for the house sale independently. Once the house was sold and we were required to vacate, Connells failed to process our end of tenancy request leaving us again receiving correspondence saying we were in rental arrears despite clearing a previously agreed amount as agreed with both Connells and the Landlord. I have not had a single successful interaction with Connells & in future will actively avoid either renting a property or purchasing a property via Connells due to their total incompetence & inability to perform even the simplest of tasks.

J · 29 July 2016

★★★★★ 1/5

Trustpilot

overall poor service

I sold my property with the Kent branch, I would avoid this company at all costs, they recommend I except an offer under the asking price as the customer was a cash buyer. We agreed to this as we was moving 300 miles away and had a property all lined up. The buyer was not a cash buyer and they strung us along for months before finally admitting the purchaser was waiting on a Morgage. When ever you phone they fob you off, I was so sick of this one day I went to the branch and called them whilst standing outside, I asked to speak with my agent and was told he was out of the office for the rest of the day, although I could see him though the window sitting at his desk. We have now moved but the whole experience was stressful from start to finish and the £3k fee charged was not worth the service we received, this company just does not care about the customer.

Ashleys · 16 July 2016

★★★★★ 1/5

Trustpilot

We had an appointment with an agent to…

We had an appointment with an agent to value my father's house. He is going into a care home and we have to sell to pay the fees. We waited and waited and no one turned up. No apology or communication even though I've contacted them. Leave well alone there's better in the area so use them. Unproffessional

Peekycat · 25 January 2023

★★★★★ 2/5

Trustpilot

Letting service is incredibly poor

I have just let with connells - poor service, lack of guidance, keys didnt work, and they told us we had to sort this our ourselves. Whenever I have walked into their branch (considering there are at least 8 people that work in that branch) no one jumps out of their seat to offer assistance, and I have been made to feel like a nuisance. When signing the contract, we sat in silence and a stressful experience was made to feel even worse. I would avoid using them again in the future if I could and would never recommend them. Future landlords, beware how they are treating your tenants.

EB · 24 June 2016

★★★★★ 1/5

Trustpilot

Very poor customer service

I would not recommend anyone to rent through this agency, the lack of communication is outstanding, they do absolutely nothing for the fees they charge and leave you to deal directly with the landlord. At the end of the tenancy, they expect you to read through a 40-page document to find 2 lines on page 10 mentioning that you are responsible for cancelling! Once they have your money they charge £25 for the privilege of waiting over a week until they even process your refund and then it takes 3-5 working days for this to clear.

Not · 10 May 2016

★★★★★ 1/5

Trustpilot

Waste of time and money

I contacted Connells to arrange a RICS valuation for my property. I then received between 10-15 missed calls from them whilst I was at work, with no voicemail left. I called back and set up the valuation for the following Saturday and reiterated that it was a RICS valuation that I needed, not a regular valuation. They said that they understood and that this is what was being arranged. The date and time of the booking came and went and no one showed up (this was extra frustrating because I had to arrange for a friend to be there for me as I am not currently living in the property). I phoned Connells and they were apologetic and said they would find out what had happened and get back to me... I heard nothing. On the Monday I called again and was told they did not know what had happened, and were apologetic again. They then set up another booking for the following Thursday at 5pm (again I had to arrange for my friend to be there), and I reiterated that it was a RICS valuation that I needed. At 4pm on the Thursday I received a call to say that the valuation I had booked could not be carried out as it was not a RICS valuation, and that I had been dealing with the wrong department the whole time! They said that they would send my details to the correct department who would be in touch. What a surprise, I heard nothing. Today I contacted the correct department directly and asked why I had not heard from them - because they had never heard of me or been sent my details! After then giving them my details I was told that they are too busy to take on the job so couldn't help me. They gave me the details of someone else I could contact and quickly hung up. I have so far wasted over 3 weeks due to the incompetence of this company's call centre and staff, which has cost both me and my buyer money, and had been a burden on my friend who had been helping me out. If you need a RICS valuation I would strongly suggest you avoid!!!

Karenza · 28 April 2016

★★★★★ 5/5

Trustpilot

connells maidenhead

Put my property up with a few agents in maidenhead till I found connells. A friendly welcome approach was given when walking into the maidenhead office. Spoke with a gentleman who is manager of the letting side. Tooked details down from me and asked if he could go around asap to photograph and start marketing my property. The advertising on rightmove was excellent compared to the other agents. Al found a tenant for me withen a week being with connells. The best experience and services I have had for a very long time. Great work connells letting team in maidenhead.Will be using them in the near future.

Mr · 25 March 2016

★★★★★ 1/5

Trustpilot

Not happy with customer service

Not happy with customer service. Haven’t rented with them since 2019 and yet they haven’t removed my details from the system as I asked, so I’m always contacted by either emails or phone calls about the landlord wanting to view the property or maintenance wanting to books slots to inspect/ run tests. Iv emailed a few times now to have my details removed as not living there but it’s just ignored.

Zoe · 29 March 2021

★★★★★ 1/5

Trustpilot

Another scumbag estate agency who overvalue to get your interest

The plymouth branch came to see my property and I was given the whole shpeel about how they give a proper valuation and wont over value blah blah blah. After recieving my valuation of £199,000 I decided to list with them and called the rep. She thought I was another customer they have listed from the same road as as i live in and proceeded to tell me about the bookings she had for viewing. She hadnt told me about this listing when speaking to me. It wasnt in her resaerch pack. This house was larger than mine and in better condition at £190K!!! The £199k valuation was deliberatley there to flatter me, rub my ego and get me to list... there is NO WAY my property would have stood a chance at that price against my neighbours at £10k less.... When challenged she said the market had changed due to supply and demand...WHAT!!! IN A WEEK!! What do you think I am an IDIOT!! And why wouldnt the neighbour have listed at £210k if my valuation was as she insisted, correct....scum bag estate agents, hell bent on nothing but earning commissions and collecting listing fees... Get lost connells.

Sean · 1 February 2016

★★★★★ 1/5

Trustpilot

Sick of the harassment

Sick of the harassment, constant phone calls and texts for a "mortgage review". I have not had a mortgage for over 10 years, and I have never had one with Connells. In fact I do not even live in the UK any more, so why the lies and deceit? I do not know how they got my phone number but it certainly was not given to them for this purpose! Scammers.

Waz · 27 March 2021

★★★★★ 1/5

Trustpilot

Too big for their boots

We were looking for property in the Warwick & Leamington area. We were very well served by both offices. Staff were well informed and reacted very promptly to all requests. We eventually purchased a property but not through Connells. As a result of delays in selling our home property we decided to lease our flat in Warwick through Connells because we were so impressed by their efficient service. They found us good tenants and everything worked exactly as we had hoped. However, after 6 months Connells told us that they were moving their property management to their Cardiff office. We expressed our doubts as to whether this would improve the service from the clients point of view as at very least it would introduce another element in the chain of communication and remove a degree of personal contact that we had enjoyed and appreciated from the local office. Unfortunately our worst fears were proved to be well founded. The property management office on a number of occasions undertook tasks without refrence to us and instead of using local tradesmen used intermediary management companies who merely presented us with large bills for totally unnecessary visits that we could and did del with ourselves. In protesting this kind of arbitrary behaviour we were met with very 'corporate' responses which accepted no responsibility and had to be passed through several layers of management in order to eventually receive only very parsimonious responses. My advice would be judge local offices on their own merits but do be aware that if you use Connells as managing agents you may well lose that good local contact to a faceless, ineffective and inefficient organisation.

Paul · 18 January 2016

★★★★★ 1/5

Trustpilot

Gone missing

Had a very poor experience with Connells at a viewing, in that they didn't show up to show us the property. We waited outside in the rain for 15 minutes, twice called the office and were told that someone was en route. The second time, we were also told that they would chase up their colleague and call us back. But 5 minutes later, no call back, so we left the property to head to our next viewing. Four days later and still no call back.

Liam · 12 January 2016

★★★★★ 1/5

Trustpilot

SCAMMERS

SCAMMERS! They force you to transfer £220 to reserve property that you're planning to rent, calling every 30 minutes asking if you made a transfer and forcing you to do it faster. However, after you do that, they say that you're not applicable for the property and no refund you. No property, No refund, No support. A TRUE LEGAL SCAMMING SYSTEM. PLS AVOID AND REPORT THEM

James · 9 February 2022

★★★★★ 1/5

Trustpilot

DO NOT USE

Out of money and trust for the industry due to Connells mortgage services and complaints procedure. After paying out £1000 and failed mortgage applications due to incompetence and what I can only see as disinterest once they got my money, I never got my applications even processed. The complaints procedure offered me £150 or take to ombudsmen. I accept the money as now in the process of purchasing a new property elsewhere and could do with drawing a line under nearly a years bad experience; never received the cheque. Once they have your money or you decline any additional services they can grab commission from forget about any sort of customer service.

Jane · 9 November 2015

★★★★★ 1/5

Trustpilot

Disgusting Company who hold onto deposits

They where told over two weeks ago to realise the deposit to me by the TDI. Instead they ignored the request and said it was an admin error. When I contacted them after several attempts they promised me it would be no later than Friday. Not only has it not arrived, I am now being told it has not been processed. If I had not chased they would have still done nothing. Even though they can send the money today they won't. I have now been told Wednesday. This is not there money it is to cover rent arrears. I will never use them again I will just register the deposit with the tds directly so they can no longer make money from i

Suzanne · 16 October 2015

★★★★★ 5/5

Google

They don’t stop until you have your choice property. Highly recommend 😊 …

Niyi · 30 December 2023

★★★★★ 1/5

Trustpilot

Appalling Service

We rented a property through Connells and from start to finish the customer service provided has been absolutely appalling. This business shouldn't be allowed to run the way it is, it very much feels like they are doing fraudulent things in the background. Would not recommend them to anyone not even my worst enemy.

Anonymous · 12 May 2023