Frank Innes Mapperley reviews

★★★★★ 5/5

Google

I had an excellent experience with Frank Innes in Nottingham especially kim.watkins

BIBIN · 26 June 2024

★★★★★ 5/5

Google

Very professional service. We moved to Nottingham from Denmark recently and Abby Ashmore helped us a lot to find a proper rental house. She is very experienced, punctual and her way of communication is very efficient. Highly recommended!

Hakan · 25 July 2022

★★★★★ 5/5

Google

They sorted out my move in smoothly. Great service. Recommended.

Thakur · 26 July 2024

★★★★★ 5/5

Google

Great service and excellent communication. Rylie supported us throughout our renting application process and helped us deal with any issues we faced fast and efficiently.

Sofia · 17 September 2023

★★★★★ 1/5

Trustpilot

Awful customer service

It is interesting for me to use an estate agent as a tenant, my experience as someone who rents out a property has been largely positive. However as a tenant it is totally different. I rented out in-between a sale and house purchase. The key issue is how rude staff are during interactions, they make sure you know their disdain for you as tenants. From curt emails to hostile phone calls, and even hanging up calls. It's not just one member of staff, it's an embedded culture at the Loughborough branch.As an aside the lettings manager appraised my house for rental and he was over £150 below the market rent it achieved, which is shockingly bad.The centralised property management centers that deal with the properties are very good, people you call and deal with are sympathetic, polite and well trained. None of that description can be applied to the staff within lettings at the Loughborough branch. If you're a tenant and have the choice, don't use them. If you're a landlord with a conscience, definitely don't use them.

Maninder · 18 July 2020

★★★★★ 5/5

Google

Selling a house during lockdown and with staff furloughed has definitely been challenging! Alison, Cassie and Hayley have been so helpful every step of the way, doing everything they could to get us moved into our new home. Would definitely use again.PositiveResponsiveness, Professionalism

Claire · 26 August 2021

★★★★★ 1/5

Google

Great at the beginning when you are spending money with them and renting a property. Awful once you wish to leave and they owe you money, have ignored my repeated deposit return requests resulting in me needing to raise a dispute against them to claim it back.

Adam · 25 July 2020

★★★★★ 1/5

Trustpilot

I moved into a flat where they hadn't…

I moved into a flat where they hadn't bothered to hover up from the lino floor. A few days later I was told by my next door neighbour I was the third person to move into the flat within twelve months. May be a month or two following this conversation, I discovered the likely reason the others, although probably signing a twelve month contract like me, had left early. My suit was covered in a forest of mildew. Having chucked away my only suit I then had a hell of a time trying to get a key off them to open my bedroom window to ventilate a flat which by now was clearly suffering from damp. It can't have been a coincidence that I developed one of the worst colds I've ever had during this period. Eventually they did give me the key but I'd already decided to leave the property for the sake of my health. Per the contract, terminating early was allowable so long as I covered all costs until a new tenant was found so the landlord wasn't out of pocket. Outrageously they argued that the "marketing costs" involved in replacing myself with a new tenant were £300, even when all they had to do was click a button to put the old photos back up on RightMove. I agreed to pay because I felt I had to get out. Next they took £150.00 from my £450.00 deposit for a "general" clean. I know they won't have bothered to do this and were just ripping me off because the flat was dirty when I moved in. Finally, to cap it off, they agreed via email the sum I had overpaid my last month's rent by but decided to take off another £10.00 when they deposited my bank.

Ross · 12 March 2020

★★★★★ 4/5

Trustpilot

Good service and a, happy customer

I used Frank Innes for the sale of a family members flat. They have been great especially Sarah who was my contact. She kept me up to date with any problems and progress.

Cija · 28 August 2019

★★★★★ 5/5

Google

I live in the US and needed to sell my mum's house. Alison and Cassie, were both professional added their professional advise and were terrific moving things a long during the pandemic and keeping the buyer engaged. Thank YOU both so much.

Angela · 25 July 2021

★★★★★ 5/5

Google

Very happy with the service received from Jessi at the Mapperley branch. Friendly, helpful and knowledgeable. She's also helped me and my partner after the initial sign up process when we were having some issues which were not her responsibility. She really has gone above and beyond for us ☺

Carina · 27 August 2018

★★★★★ 5/5

Google

Very happy with the service received from Jessi at the Mapperley branch. Friendly, helpful and knowledgeable. She's also helped me and my partner after the initial sign up process when we were having some issues which were not her responsibility. She really has gone above and beyond for us ☺

Carina · 26 July 2018

★★★★★ 1/5

Trustpilot

Terrible service.

We were lucky and had great landlords. We dealt with them directly for any issues with the house. Our tenancy ended on the 23rd July and after chasing Frank Innes constantly for updates, an agreement was reached regarding our deposit. They STILL haven’t refunded our money however. Some of the people in the Mansfield office seem friendly enough but the woman we dealt with, Pauline, was incredibly rude and acted like she was doing us a favour just doing her job. We were lied to and they blamed the landlords on multiple occasions for mistakes they made. The whole process seemed secretive. Our old landlords are going with another agency.... maybe this is why our deposit is taking so long to be returned.

Holly · 27 August 2019

★★★★★ 1/5

Trustpilot

ZERO stars if I could!!

I really am not a complainer and would never normally complain officially to a company or post a bad review online but I really hate the thought of anyone else having the same experience as us! We had an offer accepted on a house for sale under Frank Innes Long Eaton branch and after the initial viewing and offer telephone calls being as you would expect it all went downhill. Numerous times we were given false information and different storiesabout where the vendor was with their sale leading us to loose £600 on searches and mortgage valuations only to find out the vendor was not progressing when we were told they were. In total from our offer being accepted to us eventually deciding enough was enough and pulling out it was 2.5 months! I would strongly advise to avoid any encounters with Frank Innes unless you like stress and loosing money!

Lyndsay · 22 August 2019

★★★★★ 5/5

Trustpilot

Frank Innes Coalville were amazing

Frank Innes Coalville were amazing, really helpful, friendly and supportive throughout. Special thanks to Michele, Skye and Maxwell. We felt we were in expert hands

Louise · 6 August 2021

★★★★★ 1/5

Trustpilot

Leicester Frank Innes

Leicester Frank Innes, shocking service, do your research as we feel we have lost 6 months with this agent. Communication is shocking, when you ask for feedback or updates you always end up chasing and often get different people telling you different things ! not good when your entrusting a Sale of your biggest commodity !! I have too many instances i can write, but to be honest the main complaint is the abosolutely shocking way my husband was spoken to today, when he requested our house to be taken off their books - he was told by a selling agent "why because things are not going your way" Now i have been in Sales for many years and never would I dream of speaking to a client in this manner - to say it is unprofessional is an understatement. Over promised and severely undelivered, honesty and transparency is all you want and ask for - certainly did not get this with Frank Innes Leicester - Avoid at all costs !!

Jane · 1 July 2019

★★★★★ 1/5

Trustpilot

If I could zero stars I would

If I could zero stars I would. Shambolic company. Ever since my tenancy switched to Countrywide/Frank Innes Nottingham the service (if you can call it that) has been abhorrent. Unprofessional &biased staff, no duty of care to tenants whatsoever. I am currently pursuing my 2nd ombudsman complaint, having received compensation for the 1st one. Says it all really! Thankfully moving out of the property and to a better agency. Avoid at all costs!!!

Nicola · 14 July 2021

★★★★★ 3/5

Trustpilot

Undervalued

We contacted Frank Innes about selling our property. The valuer was pleasant but unlike the three other firms we used to value the house, Frank Innes undervalued the property by approximately £70,000. They chased us to see if we wanted to proceed with marketing with them, to which we said we didn’t, given the low valuation. The manager of our local branch offered to look into the valuation and came back to agree with the original valuation, they couldn’t comprehend why higher values had been given. In the end, we went elsewhere, we sold within two days and at the very top end of our asking price. Frank Innes were quite a way off the mark and didn’t recognise our property’s value which was a shame, had we marketing with them we would have lost out financially big time.

Zoe · 20 June 2019

★★★★★ 3/5

Trustpilot

Undervalued

We contacted Frank Innes about selling our property. The valuer was pleasant but unlike the three other firms we used to value the house, Frank Innes undervalued the property by approximately £70,000. They chased us to see if we wanted to proceed with marketing with them, to which we said we didn’t, given the low valuation. The manager of our local branch offered to look into the valuation and came back to agree with the original valuation, they couldn’t comprehend why higher values had been given. In the end, we went elsewhere, we sold within two days and at the very top end of our asking price. Frank Innes were quite a way off the mark and didn’t recognise our property’s value which was a shame, had we marketing with them we would have lost out financially big time.

Lou · 20 June 2019

★★★★★ 5/5

Google

Moved from Quorn to Nottingham with the help of Abby Ashmore. Very attentive, very professional, and incredibly helpful the whole way through making it a smooth process. Highly recommend using them as a tenant.

Scott · 25 July 2022

★★★★★ 1/5

Trustpilot

Frank Innes or Rank Anus. Untrustworthy and dishonest either way

we made an offer on a house through Frank Innes Nottingham. It was accepted the next working day, and they emailed to ask me to agree their conveyancing service and mortgage broker. I replied at once to say that I had my own solicitor and had already got mortgage adviser on the job. Then, despite calls from me and my solicitor, and repeated broken promises of a call back, nothing.Two weeks later, to try to find what was happening, I wrote to the seller directly. He emailed back to say that Frank Innes had told him that we were not interested and that they could not get in touch with us! he had since accepted another offer. I have no doubt that if I had accepted their conveyancing and mortgage service (and so got the staff a commission bonus) our purchase would have gone through. A dishonest service. My wife calls them Rank Anus now, which I rather like.

Andrew · 12 May 2019

★★★★★ 1/5

Trustpilot

Where do I start...

Where do I start? We paid a ridiculous sum of money in fees, only to find that the house had been left in a filthy state when we moved in. Boiler broke several times during our tenancy but they didn't seem to care. I was told "to be more careful" - it was breaking because of a leak from the bath upstairs. I think they expected us to not bathe...?We also reported a wasp nest that was never dealt with in the 10 months that we were there.Customer service hit and miss. They like to give you an unwanted nickname despite me never referring to myself as "Rach".Now we've moved out, they want to deduct £60 from our deposit because the oven needs cleaning. Despite it being in better condition than we found it in! I'm in the process of finding out whether the previous tenants were also charged for this.They will try to rob you blind at every opportunity. Oh, and, I overheard one of their agents telling a prospective tenant all about our back story and where we were moving too. It was all totally inaccurate but serious GDPR nightmare. She also took their bank details within earshot of me. *Facepalm* I could go on for hours!Avoid!!

RachelSian · 3 May 2019

★★★★★ 1/5

Trustpilot

Very bad bad bad service

Very bad bad bad service, keep away unless you enjoy stress. We accepted a low offer on our jointly own house because we were told our buyer was a cash buyer, who turned out he required a re mortgage and a mortgage. The sale took 8 months. Ringing the office phone rarely got answered, messages were replied to very late. We kept being told the same excuses. Horrible and nasty to deal with. While selling this house through Frank Innes (which is a joint ownership) I decided to put my own house on the market and used TJ Thomas, what a difference. Sold and completed in 12 weeks. How can 2 estate agents be so different, like comparing day and night. If only I read the reviews before I appointed Frank Innes I really could have saved myself a lot of stress. Just be warned.

Brigitte · 19 April 2019

★★★★★ 1/5

Trustpilot

Unprofessional and Incompetent

Frank Innes Nottingham appear to be run by 18 years olds fresh out of school with little to no ability and integrity.

James · 14 March 2025