Reviews

Frank Innes Estate Agents has 97 reviews

  • Valued Customer 17-Nov-2017
    Customer Experience

    Excellent service

    Frank Innes we're excellent throughout a particularly difficult and complicated sale. Always chasing and never letting things stall, they certainly earned their fee.

    Customer Relations Team 18-Nov-2017

    Thank you for your amazing 5* review of the Frank Innes team in Beeston. It was wonderful to read that you found the team excellent throughout and always actively chasing your sales progression throughout. Fantastic to read that you found our Frank Innes team were definably worth their fee! Kind regards, Scott.

  • Erica sweetman 17-Nov-2017
    Customer Experience

    My service feedback with Sales

    The team continuously up-dated me on any activity, & i felt they were very concientios.

    Customer Relations Team 18-Nov-2017

    Thank you Erica for your great 5* review of Frank Innes in Chesterfield. It was brilliant to read that the dedicated team kept you continuously updated and that you felt they were very conscientious. Best wishes, Scott.

  • Valued Customer 16-Nov-2017
    Customer Experience

    My service feedback with Lettings

    Fast, efficient and professional - exactly what we need as a client and we are very happy with the service from the team.

  • Valued Customer 16-Nov-2017
    Customer Experience

    My service feedback with Sales

    It is difficult to say how the service could have been improved as much of the difficulties that arose over eleven months were outside their control and influence i.e. our buyers losing their buyers twice. The gaps between relaying information to us or just keeping us motivated could have been shorter. Many times we considered taking our home off the market when a phone call from Frank Innes was all that was needed.

    Customer Relations Team 21-Nov-2017

    Thank you for taking the time to leave us your feedback. I am pleased to read that you have now sold your home after a lengthy process, although I am sorry if you were not kept updated as often as you would have liked. We always aim to provide a high level of service and If you would like to leave us further feedback, please contact review@countrywide.co.uk. Kind regards, Emma.

  • Valued Customer 13-Nov-2017
    Customer Experience

    Selling houses is a people business and they had the right people.

    Selling houses is a people business and they had the right people to market and sell our property. The team provided a great service and we thought they achieved a fair price in a difficult market. We had been using a different estate agent and Frank Innes were a class better all round.

    Customer Relations Team 13-Nov-2017

    Thank you for the excellent 5* review. The team at the West Bridgford branch of Frank Innes are passionate about estate agency and work hard to ensure that each and every customer is supported throughout the entire sales process. It's great to see that you were able to benefit from their excellent service. Kind regards, Sarah.

  • Valued Customer 10-Nov-2017
    Customer Experience

    Sold my house within 6 weeks

    Great communication. Was worth the extra money for peace of mind. Frank Innes was professional and efficient from start to finish. I believe the house sale went through quickly and smoothly due to Frank Innes matching the correct buyer for me.

    Customer Relations Team 11-Nov-2017

    Thank you for your 5* review of our dedicated, professional, team at Frank Innes in Nottingham. It is brilliant to read that you found the whole process quick, smooth and efficient. I am glad to see that you found Frank Innes value for money and gave you that extra peace of mind during such a potential stressful experience. Kind regards, Scott.

  • 10-Nov-2017
    Customer Experience

    Appalling customer service

    If there were an option for marking zero stars, I would. Started off great, Scott Cutbush sold the service to us. "leaders in customer service" " won awards" "not the cheapest but we're the best". He was professional and positive. Property was up for sale within the agreed time and viewings were booked. We agreed sale and thought it was great. Then the nose-dive. Communication stopped. Struggled to get hold of anyone in the office and when we did, we were promised calls back which never happened. 3 weeks in, I realised I hadn't heard any updates from anyone and the buyer had contacted us to see if we had heard anything. I called the solicitor who said they can't go any further as they hadn't got the buyer's or her solicitor's details, awaiting that information from Frank Innes. Again, struggling to get through to anyone, when I finally did get hold of someone, they assured me that they had sent the details weeks before, but would send again. I called the solicitor to let them know it had been resent. He read it off whilst I was on the phone and it said something along the lines of 'sorry I forgot to send this before' (forgive me of these aren't the exact words, I haven't seen the email with my own eyes so this is off memory). I can deal with people making mistakes, we're all human. But I cannot and will not tolerate being lied to. Not when paying £1800 for the privilege. I don't consider this to be award winning customer service... This continues... I couldn't get hold of Scott, but spoke to Gill Shipley who promised to take on the case and contact me every week, even if there were no update etc. Then nothing. I had limited contact via email from Katie in the weeks after but heard nothing before exchange regarding what happens next, where the keys need to be taken or when, any legality or guidance as to when we should do. This is the first time (and probably last after this hideous experience) I have sold a house, so it's all new and I felt like I was having to take control over everything, chase everyone up and be the progress chaser. To add insult to all of this, the exchange happened on the 3rd of November, I finally had an email on the 6th November with details about the key handing process and informing me that the bill had been sent in to my solicitor. Thanks for that 3 days after the event. Interested now you want your money. This email was sent by Nishant Ranjan, but signed off by the illusive Gill? After paying £1800 for this shocking and, quite frankly disgusting service, I can safely say I would not recommend them to anyone and have been left feeling cheating out of my hard earned money.

    Customer Relations Team 11-Nov-2017

    Thank you for taking the time to leave your feedback. We do take all feedback such as your seriously and I would like to assure you that your comments will be forwarded onwards to the Retail performance Director for this area to address locally with the branch team.\n\nWe do always aim to provide the highest standard of customer service through all of our branches and I am sorry that on this occasion it looks like we have not. As you have opted to remain anonymous during your feedback we are unable to contact your directly about the corners you have raised, however, we would like to invite you to provide us with further details of your experience, or to discuss in more detail the issues you have highlighted at our review inbox. You can e-mail us directly at review@countrywide.co.uk. Kind regards, Scott.

  • R M R, Nottinghamshire 04-Nov-2017
    Customer Experience

    would not recommend to our worst enermy

    They did everything wrong from day one Incorrect sales info. Wrong price A total waste of time and should be reported for false information

    Customer Relations Team 06-Nov-2017

    I am sorry to hear that the service delivered to you was below the standard expected but I would like to thank you for taking the time to leave us this feedback. If you would like to go into more detail about the concerns you have raised then please email me at review@countrywide.co.uk and I will be in touch as soon as possible. Kind regards, Sarah.

  • 03-Nov-2017
    Customer Experience

    Do it yourself and save cash

    From start to finish they were disorganised and unhelpful. Took weeks to go live online from taking photos, sent letters cancelling the sale in error to me, my buyers and solicitors, charged wrong %, slow to respond if at all, and on and on. AVOID.

    Customer Relations Team 03-Nov-2017

    I am sorry to read that you were unhappy with the service you received but I would like to thank you for taking the time to leave this feedback as your comments will help us identify ways in which we can improve. If you would like to go through the issues you have raised in more detail please email me at review@countrywide.co.uk. Kind regards, Sarah.

  • Susan surtonValued Customer, Loughborough 27-Oct-2017
    Customer Experience

    My service feedback with Sales

    Excellent service, very helpful and happy staff, kept me informed throughout. I would certainly recommend them to my family and friends.

    Customer Relations Team 28-Oct-2017

    Thank you Susan for your wonderful 5* review of Frank Innes in Loughborough. It is fantastic to read that you found the service excellent and the team helpful and happy. Thank you for the kind recommendation. Scott.