Trusted Agent profile · Manchester
★★★★★
768 reviews across 1 platform
25 Whitworth Street West, Manchester, M1 5ND
Thornley Groves's office in Manchester, at 25 Whitworth Street West, is rated 3.0 out of 5 across 768 reviews on 1 platform, including 768 Google reviews rated 3.0.
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Every review we hold for the Manchester office, from every platform, shown as written. First names only.
1/5
GoogleExperiences with estate agents are usually bad but i make exception for the appalling service offered by Thornley Groves. Appreciate there may be alot of negative reviews here from disgruntled tenants who had deposit return issues but for me the problems started before i even moved in. Staff are incredibly rude and unhelpful, fees are extortionate, customer service non-existant. Struggle to say anything positive. Painful experience from start to finish, avoid if possible.
1/5
GoogleExperiences with estate agents are usually bad but i make exception for the appalling service offered by Thornley Groves. Appreciate there may be alot of negative reviews here from disgruntled tenants who had deposit return issues but for me the problems started before i even moved in. Staff are incredibly rude and unhelpful, fees are extortionate, customer service non-existant. Struggle to say anything positive. Painful experience from start to finish, avoid if possible.
1/5
GoogleAvoid this agent, they can change the door locks without landloard's permission. The worst thing is, they will ask you pay for it because they can not find out the keys.NegativeResponsiveness, Professionalism, Value
Dear Zhou I'm sorry to hear that you feel this way about the service you have received. Thank you for the feedback and we will look to improve our services going forward. To investigate further we would need more information regarding your tenancy. Please contact your Property Manager to discuss the issues raised or you can send an email to complaints@thornleygroves.co.uk. Kind Regards Customer Care Team
1/5
GoogleHorrible customer service. Moth infestation apartment with awful landlord. I was left without a fire/smoke alarm for 6 months after it literally fell of the ceiling and they took their sweet time in coming to fix it.
Hi Hamza We're sorry for not responding to your review earlier; we have a new Customer Care Team now who are managing all of our reviews and we just wanted to make sure we responded to your review. Your comments have been noted and normally we would investigate further any issues that have been mentioned. However, we understand you have now moved out of the property, so you may not want to take these matters any further. If that's not the case then please get in touch with us. Kind regards Customer Care Team
5/5
GoogleAshley Smith super helpful and responded to my query quickly and professionally
Dear Lisa, We appreciate you taking the time to leave Lettings Coordinator Ashley a 5 star review. Kind regards, Customer Care Team
5/5
GoogleQuick and helpful responses from Ashley Smith when applying for a property!
Dear Puaidon, Thank you for rating Ash, our Lettings Coordinator 5 stars, thank you. Reviews like yours help other when choosing their agent. Kind regards, Customer Care Team
4/5
GoogleOverall a good experience. We've rented a home in the city center trough Thornley Groves and the overall experience was good. communication could be better at times, but if you stick to emails, they reply fairly quickly and are generally helpful. Make sure to read and follow the contract that you're signing, also make sure you check and make any comments you think are relevant at the checkin inventory and you'll be fine.
1/5
GoogleNever dealt with an estate agent as terrible as Thornley Groves. I’ve been trying to query things with them since September 2018 and they ignore emails, constantly. If you are in the Manchester area, avoid using these scammers.
Dear Jonny, We are sorry to hear that you have not received the service expected from Thornley Groves. We will endeavour to improve our services on the back of your feedback. We appreciate the time you have taken to inform us. Kind Regards, Customer Care Team
5/5
GoogleWe have had excellent service and response times from Eve when helping us sort out the move into our new place!
Dear Dylan, We're sorry for not responding to your review earlier; we have a new Customer Care Team now who are managing all of our reviews and we just wanted to make sure we responded to your review. We wanted to thank you for your review, mentioning the excellent service you have received from Eve, in the Southern Gateway Office recently. It was very kind of you to take the time to post this review. Reviews such as yours will help others in choosing their agent, so it really is appreciated. Kind regards, Customer Care Team
5/5
GoogleWhile they’re quick to get you signed in to a contract once that’s done it’s game over
Hi Joshua Thanks for leaving us a great review, we really appreciate it! Kind regards Customer Care Team
5/5
GoogleQuick and helpful responses from Ashley Smith when applying for a property!
Dear Puaidon, Thank you for rating Ash, our Lettings Coordinator 5 stars, thank you. Reviews like yours help other when choosing their agent. Kind regards, Customer Care Team
5/5
GoogleVery efficient and personable service from Stuart and Natasha. My move went very smoothly.
Dear Robert, We thank you for taking the time to leave Stuart & Natasha in our Southern gateway branch a 5 star review. It is great to hear they helped your move go smoothly. Kind regards, Customer Care Team
1/5
GoogleDon't even give them your time of day, they'll take your money and leave you with any issue you might have.
Dear Noory Firstly, thank you for taking the time to post a review. We are very disappointed to hear that you have not been satisfied with the service you have received, but we value your feedback. To investigate, we will require further information, you can send an email to us at complaints@thornleygroves.co.uk. Kind regards Customer Care Team
1/5
Googledon’t answer the phone and make false viewings. waited for a viewing with 10 other people who had viewings booked. Appalling.
Dear Fariraix, We're sorry for not responding to your review earlier; we have a new Customer Care Team now who are managing all of our reviews and we just wanted to make sure we responded to your review. Your comments have been noted and we're sorry that this was your experience. We take on all feedback so that we can improve our services going forward. Normally we would investigate any issues that have been mentioned however, we understand that because you left this review some time ago, you may not want to take these matters any further. If that's not the case then please get in touch with us. Kind regards, Customer Care Team
1/5
GoogleWitheld our deposit with no contact then admitted to ignoring emails I sent asking for it back. AVOID AT ALL COSTS
Dear Ben, We're sorry for not responding to your review earlier; we have a new Customer Care Team now who are managing all of our reviews and we just wanted to make sure we responded to your review. Your comments have been noted and we're sorry that this was your experience. We take on all feedback so that we can improve our services going forward. Normally we would investigate any issues that have been mentioned however, we understand that because you left this review some time ago, you may not want to take these matters any further. If that's not the case then please get in touch with us. Kind regards, Customer Care Team
5/5
GoogleEve, have been brilliant keeping in touch with us. Having things sorted and all. Very well prepared when viewing the property!
Dear Jp S, Thank you for your review of Eve based in Manchester City Centre. Eve will be delighted that you took the time to acknowledge her kind and helpful service. We appreciate when our clients give complimentary reviews, as it helps others in choosing their agent. Kind regards, Customer Care Team
1/5
GoogleVery bad service, dont ever bother, they have their contact number and emails for nothing, i’ve been calling, leaving voice messages and emailing my property manager for weeks and calling her colleagues and also no respond.
Dear Meshari, We are sorry to hear that you have not been able to get through to your Property Manager. We would love to put this right and contact you. Please do email us on complaints@thornleygroves.co.uk noting your property details and your complaint and our Customer Relations Manager will make sure to contact you or get your Property Manager to contact you. I hope we can turn this around for you. Kind Regards, Customer Care Team
1/5
GoogleHopless site. Impossible to find details of a property I know exists but the site says it doesn't.
Dear Avis, Firstly, thank you for taking the time to post a review. We are very disappointed to hear that you have not been satisfied with the service you have received, but we value your feedback. If you would like to discuss your experience further, please do email us with more information about your property, at complaints@thornleygroves.co.uk. Kind Regards, Customer Care Team
1/5
GoogleThey have the worst manager in Manchester. They never reply the email.
Dear Loston, We are sorry to read your comments. Please e mail complaints@thornleygroves.co.uk to allow us to assist you. Kind regards, Customer Care Team
5/5
GoogleNice and friendly, had a good call with Ashley
Dear Luis, We thank you for taking the time to rate Ashely 5 stars. Your kind words are much appreciated. Kind regards, Customer Care Team
4/5
GoogleDecent place and value for money, nice view, carpets and general wear and tear not great from the start
1/5
GoogleArranged a viewing didn’t inform us it was already let so viewing was cancelled left us stood at the property
Dear Julie Eccleston, Firstly, thank you for taking the time to post a review. We are very disappointed to hear that you have not been satisfied with the service you have received, but we value your feedback. If you would like to discuss your experience further, please do email us with more information about your property, at complaints@thornleygroves.co.uk. Kind Regards Customer Care Team
5/5
GoogleJodie who I contacted is very kind and fast response. They helped my first move in this country very smoothly.
Dear Kohki, Thank you for taking the time to leave Thornley Groves a review, especially noting the great service provided by Jodie. We really appreciate your kind words. Kind regards, Customer Care Team
1/5
GoogleCancelled my viewing 20 minutes before it was due to start. Completely wasted my time, won't be using them again
Dear Kate, We're sorry for not responding to your review earlier; we have a new Customer Care Team now who are managing all of our reviews and we just wanted to make sure we responded to your review. Your comments have been noted and we're sorry that this was your experience. We take on all feedback so that we can improve our services going forward. Normally we would investigate any issues that have been mentioned however, we understand that because you left this review some time ago, you may not want to take these matters any further. If that's not the case then please get in touch with us. Kind regards, Customer Care Team
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