Connells Trowbridge reviews

★★★★★ 1/5

Trustpilot

DO NOT USE!

Buying, Selling, Renting a house is stressful enough, add on the amount of stress from these people and your will never want to buy, sell or rent again.We simply wanted to view a property and make an offer, sounds simple, it is rather simple... These guys made both myself and my partner feel inadequate, incompetent and inept. Every other sentence on every phone call was pushing us, telling us we must see their onsite mortgage advisor, every phone call, every time. Even though we had said 4,5.6 times we had our own mortgage broker and done our own research - all is set ready to go, we got pushed, constantly. After having to drawing the line and having to do so forcefully, we felt dreadful, we put an offer in and then were forgotten about. We had to call 2 or 3 times to get an answer...I honestly have no idea why people would want to use this company. We are thankfully not first-time buyers or sellers but if we were this would scare you off for such a long time. Either more customer service training needs to but in place or their targets/KPI's need to be reviewed. Each phone call was infuriating - even if we saw a house that would suit us perfectly as a family, we have avoided due to the nature of this company.DO NOT USE!

JWEB · 8 July 2020

★★★★★ 1/5

Trustpilot

I cant even give them a star absolutely…

I cant even give them a star absolutely awful please read reviews before renting of them fools. people having wild parties opposite my flat and they are rubbish students gathering in car park of bingley court until 4 am and they don't care about anybody else who are still working during pandemic . you are a joke and the police is not doing anything ! it is not acceptable to charge 900 quid for a rubbish area and rubbish neighbours who leave their kids screaming until all sort of the freaking day including past 11 pm when WE supposed to sleep or relax and rest before the next shift in hospital. You are not well charging people for this area . A total lack of considerations for others !!!! Shame on you

Sylvie · 4 July 2020

★★★★★ 1/5

Trustpilot

Incompetent

This clown outfit came and valued my property on behalf of the buyers' lenders. Everything seemed fine until I got the report. They compared my property against three other porperties that had been sold in the local area and just took the average of the three despite the one of the properties being sold almost a year before the valuation and the most recent sale was 7 months ago. To add further insult to inury, two of the properties were not even comparable as they were smaller 2 bed properties that had been converted to 3 small bedrooms whereas my property is a larger 3 bed property. The result being that they grossly undervalued my property and have caused unnecessary delays in the buyer being able to progress, with the possible outcome that I loose the buyer.

Martin · 26 June 2020

★★★★★ 1/5

Trustpilot

DO NOT TRUST CONNELLS IN TROWBRIDGE

DO NOT TRUST CONNELLS IN TROWBRIDGE. We are first time buyers and have had nothing but trouble and stress with connells! From the moment we started viewing houses with them, they have not stopped trying to get us to use their in house mortgage advisor even when we told them several times we have one! The branch manager Isaac, then decided to involve himself and blackmailed us saying that if we didn’t speak to their in house M/A then we won’t be buying the house! (Now would you want to even sell your house with them knowing they are blackmailing and potentially pushing buyers away) They have lied to us, not updated us on offers we put through (we have had to ring in every time requesting an update to which they then take ages to get back you!) At the beginning of this mess we rang the property ombudsman for advice and they said that Connells are going against all of the codes of practise and discriminating! We eventually had our offer accepted and only found this out by actually going round to the sellers house. Connells refused to send us the acceptance in writing even after we requested it several times and they only stated to us on email ‘’that it was a suitable offer subject to the meeting with their in house mortgage advisor”. We had this meeting, had a lengthy discussion with in house M/A we continued to refuse to give our financial details to which they then backed down. We also don’t believe that all of our offers were put to the seller as only received written confirmation for one of the offers then after complaining we hadn’t received the other offers it miraculously appeared in the post! We have also seen and have proof of an email that was disclosed to us, where the branch manager calls buyers - unmotivated and low quality (believe this is because buyers refuse to use their in house services) We were lied to by one of the staff members Hannah- when I questioned who wanted us to speak to their mortgage advisor she said the seller did (twice). Funny thing is my partner went to the sellers house that evening after work and spoke to him.. strangely he had absolutely no idea about this very important financial request made by himself??? We had our mortgage valuer go round to the property and they valued it £25,000 less than the asking price! We had to drop out and to say we are actually somewhat relieved is a total understatement! AVOID AVOID AVOID at all costs!

Jade · 15 June 2020

★★★★★ 1/5

Trustpilot

Awful service

Arranged an appointment for a valuation to sell, had an email and voicemail 3 days later saying they’d had to move it back an hour and a half - not ideal but fair enough. Comes to today and the day of the valuation and no sign of their agent. Rang the office to be told there is no appointment in their diary and the guy who was meant to be coming out isn’t even working. Glad I got a glimpse of their service before giving them my money to sell my house.

SP · 13 June 2020

★★★★★ 1/5

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DO NOT TRUST CONNELLS IN TROWBRIDGE. We are first time buyers and have had nothing but trouble and stress with connells! From the moment we started viewing houses with them, they have not stopped trying to get us to use their in house mortgage advisor even when we told them several times we have one! The branch manager Isaac, then decided to involve himself and blackmailed us saying that if we didn’t speak to their in house M/A then we won’t be buying the house! (Now would you want to even sell your house with them knowing they are blackmailing and potentially pushing buyers away) They have lied to us, not updated us on offers we put through (we have had to ring in every time requesting an update to which they then take ages to get back you!) At the beginning of this mess we rang the property ombudsman for advice and they said that Connells are going against all of the codes of practise and discriminating! We eventually had our offer accepted and only found this out by actually going round to the sellers house. Connells refused to send us the acceptance in writing even after we requested it several times and they only stated to us on email ‘’that it was a suitable offer subject to the meeting with their in house mortgage advisor”. We had this meetIng, had a lengthy discussion with in house M/A we continued to refuse to give our financial details to which they then backed down. We also don’t believe that all of our offers were put to the seller as only received written confirmation for one of the offers then after complaining we hadn’t received the other offers it miraculously appeared in the post! We have also seen and have proof of an email that was disclosed to us, where the branch manager calls buyers - unmotivated and low quality (believe this is because buyers refuse to use their in house services) We had our mortgage valuer go round to the property and they valued it £25,000 less than the asking price! We had to drop out and to say we are actually somewhat relieved is a total understatement! AVOID AVOID AVOID at all costs!

Jade · 13 June 2020

★★★★★ 1/5

Trustpilot

Poor management

We found a house contacted them multiple times for appointments for viewing and they just kept saying they are not working at the moment cause of covid and will give us a call when we can check house, last time they said can get an appointment for following week because they will be open.... they sold the house while they were closed and just kept us waiting for nothing for 3 weeks, they should have told the house is on hold or sorry not available, poor management, poor communication

Miss · 2 June 2020

★★★★★ 1/5

Trustpilot

if i could give them negative stars i…

if i could give them negative stars i would i would like to book to view a house and they insist i need to use their mortgage service to be able to book to see their house.i already told them i got my independence mortgage adviser already i do not wish to use the their mortgage service.and the girl on the phone was very rude to me she said if i dont give out all my financial statement then we wont let me see the housei never experience this ever in my life.avoid this company at all costthis brand located in torquay.

MEREDITH · 21 May 2020

★★★★★ 1/5

Trustpilot

DONT USE CONNELLS IF YOU CAN HELP IT

Don't use Connells if you can avoid it!!I'm moving house and the Mortgage Lender for the house I want to purchase insisted on a valuation by Connells. The vendor almost refused my offer on the strength of their previous experiences with this company but after some coaxing he relented and the valuation went ahead. At the suggestion of the vendor we spelt out in clear terms the proposed purchase to my broker, who passed this to the Lender (Kent Reliance) who were supposed to inform the valuer. This information was not passed on, Kent's mistake which they admitted, so the valuation was returned as nil. Before we could get the value reassessed by the valuer Connells furloughed all their valuers due to coronvirus so now 9 weeks later nothing has progressed. Connells were a disgrace.. surely they could have instructed their valuers to complete all work prior to sitting at home twiddling their thumbs??? I'm disgusted.

Si · 19 May 2020

★★★★★ 1/5

Trustpilot

I wish we had read the reviews before engaging ...

I am literally unable to find how appalling this organisation is . My wife was recommended to use this Connells by the estate agent. And we had wish we had read the reviews before agreeing to use them. You will spend most of the sale process being frustrated by their lack of communication, timelines that have been agreed will never be met. And being passed from different account managers and this will lead to a replication of the same questions leading to needless delays and frustration.Do not use them and look for another conveyancer to use. If anyone does read these reviews from Connells you need to look at your customer service policy and how your staff execute it. You should be aiming to do a lot better.

Jason · 13 May 2020

★★★★★ 1/5

Trustpilot

Absolutely discusting actions by…

Absolutely discusting actions by connells not paying an employee who left 2 days before lockdown. She worked for them for 7 years . And cant get paid from the new employer but connells can pay them (which doesn't even come out of their pocket its the government who pay it )But wont. They should be ashamed of themselves..In a time with such uncertainty it wouldn't even hurt them to actually help out an employee who gave many good years .!!!

Mrs · 15 April 2020

★★★★★ 1/5

Trustpilot

Constantly spamming me with false…

Constantly spamming me with false information and harassing me despite asking several times to stop. I’ve blocked the number as they ignored my request but now they constantly send spam letters to my door. Would never use if the last estate agent standing. I have also heard from a friend who used them that they lied about having viewings as was caught out in the action but couldn’t care less. Terrible customer service. Absolutely awful!

Hannah · 15 July 2021

★★★★★ 1/5

Trustpilot

Tenants - AVOID at all costs

Previous and current property rented with Connells as the agent (different branches).Still waiting to get my full deposit back 15 WEEKS after moving out, as they withheld money for fees they were not due, contravening the terms of the tenancy agreement - note that according to the terms they have to get your agreement to deduct money from the deposit, they can't just take (steal) it.New property also with Connells. The new Tenant Fees Act 2019 stops agents from charging all kinds of fees. Connells try to get around this by trying to process everything as a "change to the tenancy agreement". I have reported them to trading standards, as this is illegal.

Paul · 30 March 2020

★★★★★ 1/5

Trustpilot

Absolutely Discusted!!

I cannot believe the way they have treated my mum. She had asked for repairs over a year ago when she first moved in, nothing had got done. They increased the rent without any notice, and on the system the day she left was still at the original price. Everytime she tried to phone them nobody was available to deal with her. They had issued a section 21 to the wrong person. They lied about most things. I wouldn't trust Connells if my life depended on it. They need some more training on how to treat people when they are renting. Absolutely ridiculous! They are now only fixing what mum needed done because they have a court order to do the repairs!! 3 months she went without heating because nobody could be bothered to deal with her. If it was just mum in the house I wouldn't have minded that much but there was a 10 year old living there too!!

Lauren · 23 March 2020

★★★★★ 1/5

Trustpilot

I had the most horrible experience with…

I had the most horrible experience with this agency from The agency from Bilstol West Midlands. Had the credit checks with 1 month before the date of the contract, but waited with 2 days before to tell me a story that the landlord is not UK and they can't rent the property. They left me on the street and I need to wait to be refunded for the feed that I have payed.Sophia Mitchell MARLA the manager started to scream at us!!! Horrible experience, horrible people!!!!DO NOT TRUST!!!!!!

Oana · 18 March 2020

★★★★★ 1/5

Trustpilot

Untrustworthy and cancelled my agreement 2 days before move leaving me homeless.

I was pushed / harassed to put a deposit down for a property to rent. I paid the deposit on the conditions that the fridge would be moved from the living room. This was agreed by the agent Rick. 2 days before moving into the property, the contract was not sent to me. I thought this was very strange. I had handed my notice into my current property already. I called the agency they said we are not proceeding with the agreement as the landlord as rejected to rent to you. This was very infuriating as the reference was all complete and good to go.Now Rick has decided to keep my deposit, due to no fault of my own. I will be seeking legal action if the deposit is not returned.

Geetika · 11 March 2020

★★★★★ 1/5

Trustpilot

Avoid …

We were booked in to talk to a first time buyer mortgage adviser, they told us we could get a mortgage with a slightly higher interest rate due which we were ok with. They strongly recommended that we stopped conversation with independent mortgage advisors as it could damage our credit rating when they search for lenders, they were confident we just had to wait for them to work on our file, 2 weeks later we are told ‘no’. Poor communication and I would advise anyone to avoid Connells at all costs

Dani · 10 March 2020

★★★★★ 1/5

Trustpilot

Avoid if at all possible.

Dreadful communication. Slow to take action. We feel we were tricked into taking out an expensive survey on a property we subsequently didn't buy (they accepted our offer when they shouldn't have and we felt under pressure to proceed). The day after I let them know out of courtesy (despite their lack of communication) that we had had our offer accepted on a different property (through another agent) they contacted our solicitors to tell them we were buying the property we had viewed through them! When I corrected our solicitor, he said he was having problems with them in relation to another case too.

Kerry · 5 March 2020

★★★★★ 1/5

Trustpilot

why estate agents get a bad name

Only got one star as I could not give a negative. Dealt with TROWBRIDGE branch. They got rid of there last manager due to errors (branch told me this) yet they are not willing to sort his mistakes he was why estate agents get a bad name charged £7200 Fees on a £335000 purchase even though This was based on a £375000 asking price. Not willing to negotiate even though branch said fee would have been around 4000. Spoken with directors none willing to listen. I take the blame as should have probed further and asked for it all in writing. Suppose they are laughing as my choice is pay or pull out of sale

Pamela · 19 February 2020

★★★★★ 5/5

Trustpilot

Exceptional Service from Chloe…

Exceptional Service from Chloe Longhurst

Vinay · 17 October 2025

★★★★★ 1/5

Trustpilot

Avoid Connells, otherwise will cost you a lot

Arranged to view a flat. Given the wrong information by the agent during the viewing, based on the wrong information got the flat. Attempted to dispute, pointless. They hired cheater-negotiators, who are pointless to talk to, as they will not admit the misinformation provided by their agent and would not compensate or compromise on anything despite their fault. The worst agent we across to. Stay away from them, you will only lose money, effort, time and be stressed.

Mayu · 30 September 2020

★★★★★ 1/5

Trustpilot

Don’t trust them when renting! Tenant experience.

As a tenant they were terrible, I moved into a place with a broken boiler and broken sockets which had already been reported and was agreed to already be repaired a week earlier. I had to wait a further 2 weeks after moving in and persistent emails until it was actually fixed. Previous tenants left junk at the property and I was told that I would have to pay to get it removed. Terrible communication throughout the tenancy but the worst was when I found somewhere to buy and was arranging to move out. They let the landlord in the property with no notification (contract stated minimum of 24hr), had viewings without any notification (again 24hr required), and then completed an inventory check out before I’d moved out! I then requested the check out to be done again, and they submitted the IDENTICAL report with the date amended (you can see this from the images having the date and time on them). Check out report tried to take our whole deposit for nonsense reasons and had to take them to the TDS where the claim of £850 was reduced down to £75.Then submitted a complaint to Connells for their terrible service who said I can take £200 compensation but threatened that I would lose the right to take it to any ombudsman if I took the offer.I luckily stood my ground but you shouldn’t have to, just avoid it and save some hassle and money.

Mr · 10 February 2020

★★★★★ 1/5

Trustpilot

Anyone else sick of receiving emails…

Anyone else sick of receiving emails from companies, when you go to unsubscribe you get put through to Conells who make it impossible to stop them, what an absolute joke disgrace

Graham · 13 December 2024

★★★★★ 1/5

Trustpilot

DISGUSTING PLACE TO WORK!!!

I worked here for 6 months, worst decision of my life. Firstly the pay is nowhere near what they promise at the interview! No bonuses, never pay commission correctly, no rewards for hard work, only slate you when you make a mistake. No customer care whatsoever, all everyone cared about was leaving early. I was obviously on probation for the first 6 months, I was at a local branch, then the area manager threatened me that if I didn’t permanently move to a branch that was AN HOUR AWAY, he will need to “have a look at where I stand since I’m still on probation”. So I had to move branches in order to keep my job! When I left, they sent me threatening letters saying I owe them £600+!!! Disgusting company to work for. AVOID FOR YOUR OWN SAKE!

Nathan · 8 February 2020