Every review we hold for the Rugby office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleReally unhappy with agency behavior. When i came home and from my ceiling was raining, because upstairs in other flat broke boiler, i had to wait till after weekend,sort and dry everything on my money and time, my furniture was damaged, nobody checked our flat.. after few months we had issues with electricity all floor must be wet underneath but nobody checked it,they just came and said it's fine.. nobody offer help.. never mind..we have no access to meter reading and if I ask for it there is no response in weeks, even if i ask again! Really bad service from Greg. I am thinking to leave that flat even I like it before. Just because of agency. It's moldy and a lot of other issues and I do not have power to deal with it if nobody make time to respond. I am being just left and ignored. If i could, i would give to zero stars for agency
Dana · 2 May 2025
★★★★★ 5/5
GoogleGreat estate agency, best one I have been with in Rugby. Greg is very kind, efficient and easy to talk to. We have been renting with this agency for a long time now and never had any issues. Greg has always been a great help! Big thank you Greg&team.
Patricia · 4 August 2024
★★★★★ 5/5
Trustpilotgood day
good day. I have heard from many friends that you are a very serious company, congratulations. I would like to rent a 3-room house in rugby, could you help me? I work with a permanent full-time contract. at Tesco Grocery rugby. Contact me at tel. 07448700138 thank you very much!
Mirela · 29 June 2025
★★★★★ 1/5
GoogleI was a tenant for 2 years. Whilst the service hasn't always been bad, they charge for basically everything and there's always the feeling they are trying to get money out of you whenever possible. The guy who managed my tenancy was not sensible to requests, took a long time to answer e-mails or didn't answer them at all.
Prior to leaving the property, I sent more than one e-mail and also called to arrange the inventory inspection to agree on the things they felt were needed. No answer or a call back received. Again, little to no communication can be established with them.
After I put my review here, I received a very aggressive call from them and was offended after I didn't want to justify my reasons for the low score.
Again, do not reccomend
Henrique · 16 April 2020
Agent replied · 11 June 2024
Be warned fellow agents - there really is no pleasing certain individuals. That awful an agent that you rented from us for two years. Must be the fact the Landlord didn't want your chattels, or was it that we do not operate a free mail forwarding and storage facility for ex tenants? We suspect however it was the small deduction from your deposit for cleaning your dirt off the carpets. Henrique, the pleasure was all ours........
Agents make your own calls, you have his full name now for any future lets he may be seeking. Good Luck.
★★★★★ 1/5
GoogleAs your response has clearly been to portray us as "nightmare abusive tenants" I feel it is only right to echo my partners review and our awful experience with yourselves.
It was not in fact the problems with the boiler that has left us with such a bad feeling towards yourself but actually the appalling treatment of ourselves after this.
The phonecall that you claim to be "threatening" towards a member of staff was in fact a concerned parent reacting to not being taken seriously, the threat "to come down there" is being taken out of context when the actual words were "we will be in tomorrow morning." It was in fact Greg that seems to enjoy threatening people with social services (however being a deputy child protection officer myself I am certain that they would be more concerned about your behaviour than ours!)
I agree it was in fact the landlord who disposed of our property and not yourself, this will be dealt with accordingly as I'm sure he is aware of his legal duties around the disposal of a tenants property. As he had refused to discuss this with me, I have no option but to take this further.
As you state, life is short, and we are happy to move on with our lives now we have found a genuine landlord through a helpful and caring letting agents. We will continue to warn people against using your business and shall be forwarding our complaint and concerns about yourselves and the landlord through the correct channels.
I have no doubt you will respond to this review (unlike the emails I sent that were constantly unanswered) however I'm sure you'll appreciate that we no longer have an interest in communicating with you directly.
Good luck with your business.
N · 16 April 2020
Agent replied · 11 June 2024
Not at all - just as you have your opinion surely the other parties are allowed theirs .....
Contractor, Landlord, and ourselves.
Good luck both
★★★★★ 1/5
GoogleI cant put in to words how happy myself and partner are to be away from this agents complete lack of empathy and care for their customers.
Left without a working boiler for nearly 2 weeks when our daughter was only 14 days old and we were advised by Tracy that she was annoyed because we were given her private heater and that it's not her job to keep our baby warm. They also threatened us with social services to deter us from sending emails with our concerns.
48 hours after leaving the property we notified Tracy at Thornton Robson that we had left my mothers wedding dress behind. We were never allowed to go and pick up the dress and my partner was advised she would have to go through bins to try and find it. We later found it had been thrown away by the landlord without a thought and not even an apology given.
The only saving grace was we received our full deposit back however this was only because we had left it near impossible for them to deduct.
Greg and Tracy are 2 of the most arrogant human beings we have ever had the misfortune to deal with and it seems looking at previous reviews people are becoming wise to the fact this agency is all about the money and not their customers who pay over the odds for a shocking non existent service. The stress and upset that this letting agents have caused to a new family in the first 3 months of our daughters life just shows the kind of people they are.
Rob · 16 April 2020
Agent replied · 11 June 2024
Hi Rob Bell. We really don`t know where to start with this, alas life is short and so is our time. I will summarise as follows:-
1. You reported the boiler had a fault on a sunday morning.
2. Greg contacted the landlord immediately and advised him of the issue as the landlord only uses his own plumber.
3. In the meantime Greg brought you round a portable heater as you thought it was cold, it was 20 degrees.
4. The plumber came next day and said new boiler was needed so this was put into action.
5. There was an angry, abusive, threatening call made by you to a female staff member of Thornton Robson because the new boiler was not being fitted instantly. including threats that you were going to `come down there`
6. Plumber came to fit boiler 2 days later and also received so much aggression and threatening behaviour from you that he almost walked off the job.
7. To cut a long story short you had a new boiler fitted and working 6 working days after the original fault being reported not `2 weeks` as you incorrectly stated.
8. On the landlords instruction we served you a section 21.
9. The reason you had all your deposit returned is that the landlord did not want any more trouble off you and could not face going through another drama to try and claim for the kitchen lino that you ripped and ruined and for cleaning the lounge carpet.
10. We never refused to let you go back to get the wedding dress we simply advised you the property was empty and anything left behind had been disposed of by the landlord, not by us. Even after the way you have acted, we were replying to you on a Saturday evening. We would have happily arranged to meet you at the property, if the said item was still there.
You fail to mention the trouble free years you had in the property prior to this and the good relationship we had and we feel your review is disingenuous and a huge distortion of events.
Best Wishes
★★★★★ 1/5
TrustpilotWorst experience ever
Worst experience ever. Due to my working hours I could only email to contact them it took 2 weeks to get a non automated insulting response. I took a day off work to go to their premises, as they had multiple properties listed on their website I was interested in, I was told they had nothing. This was a week ago, all of the properties are still listed.
Vyrao · 8 September 2024
★★★★★ 1/5
GoogleIf I could write a review without a star I would do it, but as a pity I am sending you 1 star which you do not deserve... very aggressive, impudent and misunderstood people..
A · 1 May 2024
Agent replied · 11 June 2024
Hi it’s difficult to take this seriously when you dont leave a name but I guess you are probably the tenants who just lost your deposit for the damage you caused and want to get your own back. We have acted properly and your relatives who have not damaged their two properties are quite happy renting from us. I suspect when the benefit fraud team catch up with you you will be even more upset.
★★★★★ 1/5
GoogleIf I could give them no stars I would. Absolute worst estate agents I've ever dealt with. Unprofessional rude and waste of time. Save your money and go elsewhere! Not worth your time or energy! Bad awful company!
I'd you do happen to use this agent stay clear of Greg! He is nothing but an abusive bully! Stay clear.
Thomas · 16 April 2022
Agent replied · 11 June 2024
Sorry we have no record of ever dealing with you
★★★★★ 5/5
GoogleBest agency in Rugby. Super helpful, always there for us. We didn't had to wait a second to get our heating unit fixed when it broke down. Greg is always going above and beyond to keep the tenants happy. 10/5!
Raven · 2 May 2022
★★★★★ 5/5
GoogleWe had a great experience renting through this agency. Over the five years we lived in the house, any issues that arose were resolved quickly and efficiently. Whenever we needed assistance, we always received prompt and professional support. Highly recommend!
Кирилл · 25 February 2025
★★★★★ 5/5
GoogleBest agency in Rugby. Super helpful, always there for us. We didn't had to wait a second to get our heating unit fixed when it broke down. Greg is always going above and beyond to keep the tenants happy. 10/5!
K · 12 June 2021
★★★★★ 5/5
Trustpilota local independent company who know…
a local independent company who know their business very well and also for sound advice and help if needed. l certainly can't complain as a tenant and also as a landlord over the the last five years. any problems sorted and quickly fixed by Greg or Tracy. thanks a million.
M · 20 February 2024
★★★★★ 1/5
GoogleThe people who attended the viewings were rude, completely ignorant, and offered no advice. They simply waited until I left. The agency didn't respond to my emails, even though I agreed to the house. It's a good thing it didn't go through, because I found a better and cheaper one elsewhere. Never again!!!
Jan · 16 April 2021
★★★★★ 1/5
GoogleThe people who were watching behaved like boors, complete ignorance, no hints, they just waited for me to go faster.
The agency does not respond to emails even though I agreed to this house. It's a good thing it didn't work out because I found a better and cheaper one elsewhere. Never again!!!NegativeResponsiveness, Quality, Professionalism
Włodek · 24 August 2020
★★★★★ 1/5
GooglePoor agency, poor service, arrogant communication, big fees. I don't recommend to anyone!
HHitch · 16 April 2020
Agent replied · 16 April 2026
Hi and thank you whoever you are ???? When leaving reviews in future they will probably have more effect if you are not masquerading as a small woodland creature
★★★★★ 1/5
GooglePoor agency, poor service, arrogant communication, big fees. I don't recommend to anyone!
Red · 13 June 2019
Agent replied · 11 June 2024
Hi and thank you whoever you are ???? When leaving reviews in future they will probably have more effect if you are not masquerading as a small woodland creature
★★★★★ 5/5
GoogleI have used them a couple of times and always had good service!
John · 16 April 2019
Agent replied · 11 June 2024
Thanks John
★★★★★ 1/5
GoogleSimply they are awful. You are not gods you are state agent.
Ahmed · 16 April 2019
Agent replied · 11 June 2024
Hi Ahmed I am sure I do not know what has caused you to leave this review as we have never dealt with you but thanks for your contribution! Interesting to note that you have left the same review for other agents too! I take it agents are not your favourite people?
★★★★★ 5/5
GoogleA friendly and professional service. A pleasure to work with. Recommended
James · 16 April 2019
Agent replied · 11 June 2024
Thank you James it was a pleasure to deal with you both and we are so pleased we managed to sell your property so fast!
★★★★★ 5/5
GoogleExcellent service - would definitely recommend
Viv · 16 April 2019
Agent replied · 11 June 2024
Thank you
★★★★★ 5/5
GoogleGreat service, highly recommend.
Makeup · 16 April 2019
Agent replied · 11 June 2024
Thank you
★★★★★ 1/5
GoogleAstromonical fees for renting
Andy · 16 April 2018
Agent replied · 11 June 2024
Our fees are in line with others and the market.
★★★★★ 1/5
GoogleAccused me of being a terrible landlord over the phone then realising she had the wrong person. Too expensive. Arragant people. Just avoid.
Ross · 16 April 2021
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.
