Trusted Agent profile · Queensferry
★★★★★
894 reviews across 2 platforms
Builyeon Road, Queensferry, EH30 9SW
Lovell's office in Queensferry, at Builyeon Road, is rated 4.2 out of 5 across 894 reviews on two platforms, including 3 Google reviews rated 5.0.
Every review we hold for the Queensferry office, from every platform, shown as written. First names only.
4/5
TrustpilotMy experience with lovell Homes was a…
My experience with lovell Homes was a good one. Lovell Homes are approachable, welcoming and ready to put us through all the procedures as first time buyer.
Hi Evelyn,Thank you for your kind review, we look forward to welcoming you into your first home. Kind Regards, Lovell Homes
5/5
TrustpilotWe moved into our new house 5 weeks ago…
We moved into our new house 5 weeks ago at All Saints Green and had some questions which I was going to ring up lovell about, I saw a lovell van working over the road from ours so I asked the driver what I needed to know and he took the time to answer my questions, his name is Andrew a very helpful and polite employee, thank you.
Thank you Trevor for leaving a lovely 5* review of your experience with Lovell Homes at All Saints Green in Stradbroke.It's wonderful to read your comments about our team, and we have passed them on directly to Matt, who we know will be very happy to read them.Thank you again Trevor, we hope that you will be very happy in your new Lovell home!The Lovell Team.
1/5
TrustpilotAppalling Staff conduct!
After reserving a Plot at Locke Gardens, Glan Llyn Newport, i was concerned about evident water ingress through the rear and side of the garage dpc caused by non-compliant land levels.I attempted to agree a resolution with the site manager and technical manager hoping that a reasonable solution could be identified within the remainder of the cooling off period. To my dismay this did not happen and instead i was made to feel undervalued and intimidated as a customer spending a large amount of money on a new home, and astounded at the condesending,and dismissive behaviour of both individiduals. Both behaved in an abrupt, “staged” and flippant manner and refused to acknowledge the importance of an enduring solution in line with NHBC guidance, by adjusting adjacent land levels to prevent rising ground moisture along the entire rear wall of the garage and lower side.Forced to accept an inadequate and unsightly “tanking solution”, i was left with no option but to terminate my reservation and incur a loss of search charges of £300 incurred by my solicitor I was also left feeling shaken and disgusted by the whole experienceShocking behaviour and very poor quality non compliant NHBC building standards resulting in a permanently ground moisture compromised garage!!
Dear Mr Pawlby, It’s a shame that our views differed in relation to your concerns in respect of the garage and we were unable to meet your expectations. If you would like to share details of your search charges with marketing.wales@lovell.co.uk we would be happy to reimburse any reasonable costs incurred.Kind regards, Lovell Homes
5/5
TrustpilotNo pressure or rush.
Friendly and knowledgeable staff. We have been allowed to look around the show homes by ourselves at our own pace, this is a big plus compared to other developers who took us around.I felt I could not relax when looking and was forced to make a rushed decision on each property.Tanya and Mel let us look around and answered all of our questions, if they didn’t know the answer they went away and got back in contact very quickly with it.So far the buying process has been enjoyable and straightforward.
Thank you very much for your 5 star review Alisa. We are so pleased to hear your positive comments on your journey so far. I have passed them on directly to Tanya and Mel who will be so happy to read them. We wish you all the best in your brand-new Lovell home.
1/5
TrustpilotNever buy from Lovell
If there was a minus number I would. The customer service… what customer service. What care? What about customers coming first? Not making decisions for customers when they have lived in their HOMES for 3&1/2 years?? There is so much work left to be done on the queensbury site and what they have just started is shocking. We moved in in nov19 and now in March23 they are digging up a nice and neat balancing pond and churned it into a mud pit. They decided that this area needed 3 Jettis, another walkway and an extra bit of mud on mud too. This is an absolute joke. We have had concerns over the existing steps down but now this is just a rub it in your face tool. I really wonder what goes through these peoples small brains. It can’t be much, they don’t put the customer first, they won’t help you or answer your questions, they won’t try and find a middle ground, the won’t clean up there mess, (it’s Friday and they have also left litter there so rude of the builders outside someone’s home) I cannot believe how much we’ve been Mis sold on our home this is just the tip of the ice berg after nearly 4 years it’s a joke. All the air managers have been useles they don’t care at all. I’ve asked for the CEO to come to my house and see it in real life face to face and explain why and when this was agreed as NONE OF THIS was in the plans when we brought our come in late 2019. Also they are Atleast 9 months behind the build as they have moved all the builders onto the next load of houses in another location so nothing is getting finished. Lovely. Useless company- NEVER EVER BUY FROM LOVELL
5/5
TrustpilotVery professional service
Very professional service. Nicky made us feel we were in good hands and has really help us understand the process, where we are within it and what happens next.
Thank you for your 5 Star Review - we will be sure to pass your kind comments onto Nicky! We look forward to welcoming you into your new home. Thank you again, Lovell Homes.
1/5
TrustpilotShabby Treatment - The Sycamores Kirk Ella
Lovell Customer Care have been less than helpful.My house had a leak three days before I completed, at first thesite manager denied there was a leak, faced with the evidence he finally admitted it.My flooring could not be laid as the floor was too damp.I spent Christmas without any flooring, downstairs in the house.The garden floods, totally not interested in sorting anything out.A bathroom cabinet was fitted damaged (knowingly) in November 2022.To this date, this has not been sorted.I have taken two days off work and each day for one reason or another the work has been cancelled.I believe I should be compensated for all the inconvenience, but Lovell think its perfectly ok and I am being denied any recompense.Buying a new home should be a magical experience, Lovell have made it anything but.
Hello, Thank you for your review and we are sorry to hear you feel our Customer Service team have been less than helpful, this is certainly not how we want our customers to feel. I believe our Customer Service team have been in contact with yourself to help resolve your outstanding issues. Again, we would like to apologise for any inconvenience that may have been caused. Kind Regards, Lovell Homes
5/5
TrustpilotThank you Rob and Tom
Thank you Rob and Tom, great job fixing the leak on my shower and making good again. Looks as good as new again. Thank you!
Thank you for taking the time to leave such a lovely 5* review for the work which was carried out on your home in East Anglia, by Rob and Tom.We are so pleased to read all of your comments on the service which you received from our team and the quality of work carried out. We have passed your comments on directly to Rob and Tom and to our customer care team in the region, who we know will be really happy to read them. Thank you again, we hope that you are very happy in your new Lovell home.The Lovell Team
5/5
TrustpilotJade Fan is very brilliant staff
Jade is very brilliant staff she help me more than I can expected and she is very patiently explaining the importance to me, her quick response can help me to solve many problems. She is a very good and smart staff in Lovell
Thank you so much for taking the time to leave your review. I have passed your comments on to Jade and she is delighted. Many Thanks Lovell Homes Team
5/5
TrustpilotBella is lovely
Bella is lovely, helpful and super attentive. First class service.
5/5
TrustpilotOutstanding
Me and my husband just reserved a house with Hyacinth Harris from The Point Castle Vale site. Hyacinth was very helpful and answered to all of our questions, she is very polite, friendly and professional. It is always a pleasure to comunicate with her.
Hello,Thank you for your lovely review. We are glad Hyacinth was able to help and support you through the process of buying your new home. We will ensure to pass on your comments to her and the teamKindest RegardsLovell Homes
5/5
TrustpilotVisited the Hopton development with my…
Visited the Hopton development with my partner, would love to live there, lots of help from the site person Deborah, who was very patient in explaining the process to us even though we’re not in a position to buy yet. Great houses !
5/5
TrustpilotGreat service
The sales manager Amanda was extremely friendly and helpful, nothing was too much trouble.She always came back to me on queries promptly and the service from her and the wider team was great.
Thank you Mark for leaving a lovely 5* review of your experience buying a new Lovell Home at William's Park in Wymondham.It's wonderful to read your comments about the sales team, and we have passed them on directly to them. We know that they will be very happy to read them.Thank you again Mark, we hope that you will be very happy in your new home!The Lovell Team.
5/5
TrustpilotSuperb - Lovell Sales Team Royal Victoria Court
We are pleased with the outstanding service that sales team has provided us . They are very supportive & informative which had helped us to decide to go ahead with our purchase. They are easy to contact to & ready to answer our queries. Sales team are working beyond their expertise. Keep it up Lovell Royal Victoria Court Sales team! Thank you for making our first step in this new venture seamless, possible and enjoyable.
Thank you very much for taking the time to leave a 5 star review. We are so pleased to hear your feedback and the support you have received from the sales team. I have passed your comments onto the team who will be so happy to read them! We wish you all the best in your brand-new Lovell home.
1/5
TrustpilotBought into a shared ownership which…
Bought into a shared ownership which Lovells was the builders (how they call themselves that is another issue) it was left a total disgrace. They have used cheapest materials possible, everything going faulty, workmanship rock bottom poor. Think very carefully before you buy anything this company have built. The customer care is not interested and are ignorant.Avoid this company like the plague, please you will be sorry.
Hello Pier and thank you for your review. We're sorry to read of your concerns regarding the service you have received with your home. This isn't the type of feedback we hope to receive and we'd like to look into this matter further.So that we can do this, and also verify your review for Trustpilot, we've requested some further details and we'd appreciate if you could please provide these details as soon as possible.Thank you again for your review, and for raising your concerns with us.Lovell Homes
5/5
TrustpilotTo the point of purchase,Lovell Homes &…
To the point of purchase,Lovell Homes & Rosann have been meticulous.Every stage so far has been explained clearly ,concisely & open & cannot find any fault to date.Rosann has been a joy to deal with,patiently answering all questions & giving valuable advice.I would have absolutely no hesitation in recommending Lovell Homes to anyone considering buying a new build.
Thank you for your lovely review on the experience you have had reserving a Lovell Home, we will pass your comments onto Rosann who will be delighted to hear how you feel about the service she is providing.Thank you for choosing to buy a Lovell HomeKind regardsLovell Homes
5/5
TrustpilotCearon Gate
Rosann couldn’t have been more helpful throughout our experience of buying our first home, every question we asked she had an answer straight away. Also very helpful when letting us pick our kitchen and bathrooms as there was plenty of options to chose from. Also was able to give us prices for any extras pretty much straight away
We are really pleased that you are enjoying your experience with us, We will ensure we pass on these comments to Rosann as I am sure she will be delighted.Kind regardsLovell Homes
1/5
TrustpilotEvery time it rains
Every time it rains, our garden is flooded. Our garden is a boggy mess and we have been in contact with Lovell customer care to try and resolve this. They sent an “engineer” out to the property. We then waited over two weeks for a “report” on the engineers findings. The report consisted of 3 sentences, which gave no indication as to next steps and the action that Lovell would be taking to remedy the situation. We asked questions that Lovell said would be passed onto the engineer that visited. The response from the engineer was never received. We are now in March 2024, having been trying to get some action from Lovell since October 2023. We have an unusable garden and it’s really disappointing to feel that we are not listened to, often ignored and left in the dark. We really feel let down by customer care and feel that they need to respond to customer concerns without being chased up, and be open and honest with their customers. Buying a house is one of the most important and stressful decisions in your life - don’t make it harder by buying a Lovell home.
Thank you for sharing your experience, we value all feedback and take on board your comments. Our Customer Service Team are looking into this matter for you. Many Thanks Lovell Homes Team
5/5
TrustpilotGreat experience!
Lovell homes gave us a great experience with purchasing our new build property. Julie at Houlton was incredibly helpful, and made the buying process very easy!
Hi Anna, many thanks for taking the time to right such a wonderful review. We're very lucky to have such an experienced team at our Spectrum development, and we couldn't agree with you more about Julie. I'll ensure Julie receives your message too. Have a lovely evening, and if you need anything else you know where to find us! Many thanks, Lovell Midlands.
5/5
TrustpilotAmanda was great
Amanda was great , communication was easy and informative . Amanda really puts her heart into the whole process .
Thank you Cheryl for leaving a lovely 5* review of your experience with Lovell Homes at Briarswood in Harleston. It's wonderful to read your comments about our team, and we have passed them on directly to Amanda, who we know will be very happy to read them.Thank you again Cheryl, we hope that you will be very happy in your new Lovell home!The Lovell Team.
1/5
TrustpilotUtterly disappointing
Following an initially good moving in experience we have been continuously let down by the severe lack of customer care support in the initial 6 months in our home to the almost non existence of any support now! Three months without ensuite whilst leaks are fixed to outstanding snagging (hitting 300 mark now for our issues!) and various leaks/damp remain outstanding with Lovell denying responsibility for what an independent report has described as a catalogue of errors, which was first raised back in October and still battling now for resolution now whilst mould and damp takes over our home - which not only is completely unacceptable but carries various health risks for me and my family. Umpteen calls/emails/visits by various different contractors who do little or nothing to fix the repairs and have to come out multiple times. Overall not what I expect from a home we have spent a lot of money on. Unfortunately, we had to raise a formal complaint yesterday on this matter (our second, the first being the shower fiasco in ensuite) so let’s hope resolution agreed within 30 days or contact will need to be through NHBC to get the mould and damp issues rectified as a priority. I woke up today 18th to water from the third ensuite unit coming through living room ceiling even although no showers this morning as guess what - yes the ongoing shower issue remains unresolved and can’t actually have a shower! Second shower control unit also burst in loft. Place feels completely unsafe. Area manager apparently too busy to attend as see what we’re having to live in until 8th feb! Absolute joke. Various formal complaints will be raised today for all issues as no one seems to care!! You call emergency out of hours number to be told to wait and phone customer care at 9 - what is the point in having an emergency number !!! Absolute farce ! Patience has well and truly ran out now!! 13th March and not much moved on - customer care dept have a severe lack of customer care…!
Hi,Thank you for taking the time to post a review and we're pleased you had a good moving in experience.We are sorry to hear about the issues you are having. Please be assured we take all comments seriously and have passed this on to our Customer Service team. Someone should be in contact with you directly.Kindest RegardsThe Lovell Team
5/5
TrustpilotGood communication
Good communication, helpful staff in spinners quarter, especially Jade she help me a lot to overcome the language barriers with the site manager, makes everything good, even though some problems can’t be fixed she will give me a lot of advice.
Thank you for your lovely 5* review. I have passed your comments to the team and they are delighted.
5/5
TrustpilotJoanne and Ellie were great
Joanne and Ellie were great. They explained everything well, were very helpful and put us at ease. Many thanks. We look forward to moving in.
Thank you Christopher for leaving a lovely 5* review of your experience with Lovell Homes at William's Park in Wymondham. It's wonderful to read your comments about our team, and we have passed them on directly to Joanne and Ellie, who we know will be very happy to read them. Thank you again Christopher, we hope that you will be very happy with your new Lovell home! The Lovell Team.
5/5
TrustpilotVery helpful sales office staff
Very helpful sales office staff who proactively got back in touch with me about a property I had fallen in love with but missed out on, as it got reserved by another buyer... the other purchase subsequently fell through and the sales staff got back in touch, kept me updated and ensured I had first refusal on the property before anyone else. Thanks to them I have now been able to reserve the property for myself and my daughter... we couldn't be happier and can't wait to move in!
Thank you Rosie & Georgia for leaving a lovely 5* review of your experience buying a new Lovell Home at William's Park in Wymondham.It's wonderful to read your comments about the sales team, and we have passed them on directly to them. We know that they will be very happy to read them.Thank you again Rosie and Georgia, we hope that you will be very happy in your new home!The Lovell Team.
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.
Lovell's Queensferry office has 894 reviews across two platforms: 3 on Google, 891 on Trustpilot (across the whole business).
Lovell Queensferry is rated 4.2 out of 5 across all 894 reviews, and 5.0 out of 5 on Google from 3 reviews.
Lovell Queensferry, Builyeon Road, Queensferry, EH30 9SW.
