Every review we hold for the Sale office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleTerrible service!
Promises of property would be deep cleaned and repairs carried have fallen on deaf ears.
Having to stay with friends whilst this matter is being dealt with. Absolutely no empathy.
How can a fully managed letting agent handover keys to a property that is inhabitable???NegativeResponsiveness, Quality, Professionalism
Gavin · 20 June 2021
Agent replied · 19 June 2024
Dear Gavin Wong,
We are sorry to hear that your experience has not been a good one.
Your Property Manager should be able to resolve the problem quickly, especially the clean. The repairs can be delayed due to many different reasons, including delays caused by waiting for the Landlords approval, or a contractor to get a quote back, or a contractor to get the part necessary etc. however we try to get the works sorted as soon as possible.
Without going into detail about your specific case I cannot comment on whether a property is uninhabitable or not. Instead I would recommend you contact your Property Manager about this and they will be able to ascertain how bad the issue is and get the works done sooner rather than later.
I am sorry that you have had a bad experience starting your tenancy, hopefully, things will look up from now on.
Kind Regards,
Customer Care Team
★★★★★ 5/5
GoogleAfter months of dealing with other estate agents trying to find somewhere to live, I viewed a house and had the keys a week later. Fantastic service with Hannah who was quick to reply to all of my questions, couldn't be happier.
Liam · 20 June 2022
Agent replied · 19 June 2024
Dear Lewis,
Thank you for taking the time to leave a five star review, highlighting your experience renting with us. Reviews such as yours will help others in choosing their agent, so it really is appreciated.
Kind regards,
Customer Care Team
★★★★★ 1/5
GoogleDirty property, no hot water for almost 2 weeks, now found some new faults and as always all phone calls going straight to voicemail and no one gets back to you despite leaving messages cant wait to get out of this property to be honest I advise anyone against paying any money to these jokers
Brad · 21 June 2019
Agent replied · 19 June 2024
Hi Brad
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
YellAwful
One of the worst estate agents I have ever had. From the very first day of my tenancy to the very last, most of the staff were unhelpful, rude and made my life a lot harder. I've had to ring the office and email every day since moving out for them to process my deposit refund (which still hasn't happened). Whilst i was in the flat they had very little respect for the fact it was my home and often ignored emails requesting information etc. Rude and disrespectful. I'll do everything I can to never rent from them again and I'd advice you to do the same!
CharlotteM-510 · 30 June 2021
★★★★★ 1/5
GoogleAs a landlord I am extremely disappointed with the management of my property, it has been left in filthy state, the garden is decimated and customer service is an exaggeration of the term in relation to this company
Despite numerous phone calls and e.as there has been no resolution to the problem
Janice · 20 June 2020
Agent replied · 19 June 2024
Dear Janice,
We are sorry to hear that you have been unhappy with our service.
I have passed your comments onto our Property Management Department, and hope that they will be able to turn this around for you.
Thank you for taking the time to review us.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleGreat service from Jodie who did her upmost to successfully secure new tenants for my apartment . Well done 😊 …
Graham · 20 February 2024
Agent replied · 19 June 2024
Dear Graham,
Thank you for taking the time to leave Jodie Lettings Coordinator based at Sale a 5 star review.
Feedback like yours helps other when choosing their agent.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleI have used Thornley Groves twice, 6 years apart, for buying and selling property and my experience was the same both times. The whole team are friendly, supportive, work very hard for you and are great communicators. I cannot recommend them highly enough!PositiveResponsiveness, Quality, Professionalism, Value
Matthew · 25 August 2021
Agent replied · 19 June 2024
Hi Matthew
Thanks for leaving us a great 5 star review, we really appreciate it!
Kind regards
Customer Care Team
★★★★★ 5/5
GoogleAs purchasers we had a positive experience dealing with Carolyne Brindle. She was extremely responsive to any queries and always tried to help us with additional viewings for example. Our purchase was completed smoothly. As we were living outside the area we took her advice on a recommended conveyancing solicitor who proved to be a very good choice.
Gillian · 23 September 2023
★★★★★ 5/5
GoogleCarolyne & her team provided a professional & genuine service. I would not hesitate to contact her in the future
Patricia · 21 January 2024
Agent replied · 19 June 2024
Dear Patricia,
We are delighted to read your 5 star review and thank you for your kind feedback left for Carolyne our Assistant Branch Manager, based in Sale.
We look forward to being of assitance in the future.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleHouse buying/selling's painful process but Carolyne makes it a lot easier. Many thanks and we'd be back in the future!
Hu · 21 January 2024
Agent replied · 19 June 2024
Dear Hu Hun,
Thank you for taking the time to rate Carolyne our Sale Assistant Branch Manager 5 stars.
We look forward to working alongside you again in the future.
Kind regards,
Customer Care Team
★★★★★ 1/5
YellMoney grabbing and bad customer service.
After living in the property for nearly 2 years, at the end of my tenancy I was given no end of tenancy agreement or contacted with regards to handing the keys back, they then tried to charge me £25 for a days rent for handing the keys back a day late.It then took them over 3 months to provide me with cleaning "quotes" for work that hadn't yet been carried out. I did expect some money to be taken from my deposit, however it then became apparent that they had already had a Tennant living in the property for nearly 2 months before providing me with these quotes.When discussed about returning the remainder of the funds back to me they never explained anything about a 3 to 5 day rule for money to arrive back in my account and then on the day I expected the funds in my account that was when they told me how long it would be, I am still waiting after being told twice they have requested a faster payment. This company are not interested in anything other than money, awful service.
ShannonD-67 · 22 September 2020
★★★★★ 5/5
GoogleA brilliant experience with the process made easy from start to finish. Ella in particular was super helpful, highly recommend her services and the rest of the team!
Chloe · 20 June 2023
Agent replied · 19 June 2024
Dear Chloe,
Thank you for leaving Ella in our Sales team a 5 star review.
Reviews like yours help others in choosing their agent.
Kind regards,
Customer Care Team.
★★★★★ 5/5
GoogleExcellent service from Carolyne at Thornley Groves Estate Agents with the sale of my brother's property after his passing. Was sensitive to our loss and that we were not local for viewings and progressing with the sale. Very responsive and understanding throughout whilst we went through probate and subsequent sale.
Elaine · 21 January 2024
★★★★★ 2/5
GoogleThe post sales services and approach is disappointing. We have been following for a heater issue for about 2 months and there is no action. Secondly we have been asking for a document for 2 weeks, no response and no return calls.
Angadh · 20 June 2021
Agent replied · 19 June 2024
Hi Angadh
We're sorry you feel the service you have experienced is only worth 2 stars. We always appreciate feedback which gives us the opportunity to improve our services.
To investigate we would require further information regarding your tenancy/property. Please contact your Property Manager to discuss or alternatively you can email complaints@thornleygroves.co.uk.
Kind regards
Customer Care Team
★★★★★ 1/5
YellNightmare
Before my letting agreement start was everything perfect but after move I found a very bureaucratic company with a lot of useless process and complicated staff. When I moved I found the house really dirty. I paid another person to clean and I also helped. Beside the wash machine I found a rat and a lot of cockroaches. The carpet was smelling cat's pee and I need pay a company to clean and all furniture was smelling really bad. I sent an email to the company and the property manager just apologies, they didn’t try to help or fix that. During the deal I asked to pint some parts of the house but it still not painted after almost one month after moving. One of the wardrobe is broken and waiting to be replaced or fixed since I moved. I asked to take some unusable furniture and it took almost 20 days to be gone. To talk by the phone with the property manager to discourse all the problems is a nightmare because she is very unprofessional and never help.
LucianoL-2 · 28 August 2019
★★★★★ 1/5
YellStay far far away if you value your money/sanity!
It's the second or third time renting from Thornley Groves and we've just finished our tenancy with them. Never again will I be going through them- they are rude, inefficient and charge over the top for everything.We had an issue with damp and mold and for one whole year we asked them to fix it and every time we got the same answer "A maintenance guy will give you a call in 2-3 days to sort out a time to fix the window"....365 days later the flat was in the same condition.When we moved in, the flat was in a disgusting state and after complaining to them they promised not to charge us for a clean when we left. When we moved out guess what they did? They charged us £215 - £173 for a clean and £42 admin fee for them arranging that. The flat was spotless when we left- in a far better condition than when we received it. I fought with them over it but in the end their absolute disregard of their customers won and I am fed up with dealing with them. Stay far far away from them!
SallyL-76 · 19 June 2018
★★★★★ 1/5
GoogleThey never call back or follow up enquiries. I wouldn't trust them with selling my property that's for sure!
Andy · 25 March 2025
★★★★★ 1/5
GoogleTerrible Agency! They rip you off at every stage, dont expect any help if you have a leak and you are a tenant... will have to do it yourself and even then at the end of tenancy they try to rip you off on everything
FAISAL · 21 June 2019
Agent replied · 19 June 2024
Hi Faisal
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
GoogleExcellent service from Emma at Thornley Groves, friendly, punctual, and efficient.
James · 20 February 2024
Agent replied · 19 June 2024
Dear James,
Your feedback is valuable to us, we thank you for taking the time to leave a 5 star review for our Property Relationship Manager Emma.
Kind regards,
Customer Care Team
★★★★★ 1/5
GoogleTheir main concern is land lords and pay no regard to the tenants of properties. Customer service is in the gutter!
Hamzah · 20 June 2023
Agent replied · 19 June 2024
Dear Hamzah,
Thank you for your review. I’m sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to our attention.
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
GoogleIf i could give 0 stars I would! Failed to notify us several times do not respond to messages or phones calls! Rude staff! AVOID AT ALL COSTNegativeResponsiveness, Quality, Professionalism, Value
Jess · 20 June 2022
Agent replied · 19 June 2024
Dear Jessica,
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 regarding your tenancy and the issues you've experienced. To proceed, you can send an email to us at complaints@thornleygroves.co.uk.
Kind regards
Customer Care Team
★★★★★ 5/5
GoogleKirsty, Lucy and Dominic are a dream team. Professional, and willing to personalise their approach and not provide an automated response to see the deal through.
We look forward to working with TG in the future.
Radhika · 20 June 2021
Agent replied · 19 June 2024
Good Morning Radhika
Thank you for taking the time to rate us 5 stars, it's greatly appreciated! We're really pleased to hear you've received such a great service from Kirsty, Lucy and Dominic in our Sale office Lettings Team, they will be very pleased to hear of your review!
Kind regards
Customer Care Team
★★★★★ 1/5
GoogleNothing get fixed on time. You are asked to report the issues & nothing get sorted. The worst agency to deal with. I can not wait to fond somewhere else to move to & not hear their name again!
Tariq · 20 June 2020
Agent replied · 19 June 2024
Dear Tariq,
We are sorry that your experience of Thornley Groves has not been a positive one.
You have not been specific about exactly what happened in regards to issues not being fixed on time, and therefore I will not be able to comment on your case specifically and why there might have been a delay.
If you wish to give us more specific feedback which we can investigate further than please do so by emailing complaints@thornleygroves.co.uk. Anita, our Customer Relations Manager, will be happy to help resolve the issue concerned.
Thank you for taking the time to leave us a review, your feedback will be passed onto the team to help them improve our services.
Kind Regards,
Customer Care Team
★★★★★ 5/5
GoogleSuperb customer service and efficient! great thumbs up to Charlotte, she is helpful and responsive. Thank you ,Charlotte!
Manyin · 20 June 2023
Agent replied · 19 June 2024
Dear Manyin,
We appreciate you taking the time to leave Charlotte in our Sales lettings team a 5 star review, it is great to hear she provided you with such great customer service!
Kind regards,
Customer Care 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.
