Frank Innes Avis 

We have purchased a property in the past through this estate agency which went smoothly.
We have recently booked appointments for valuations with Adrian at the Leicester branch and from the beginning the service we received was professional and polite.
We were given a realistic market appraisal for 2 properties.
Overall excellent customer service

They are an absolute nightmare. I rented a flat with them and over the course of 2 years: they got in my flat twice using their master keys without notifying them, refused to fix the tiles in bathroom, and took 3 weeks to fit a new door after a burglary. Worst agency ever! Their customer service is terrible and you're lucky if they ever reply to your emails.

Bad customer service awful people to treat to!! The old lady who answer the calls should do some customers service training!!
The worst agency!!! Don’t recommend at all!!!
They should be more polite considering the customers pay their salaries
Needs more happy people there they all very rude and miserable

It is interesting for me to use an estate agent as a tenant, my experience as someone who rents out a property has been largely positive. However as a tenant it is totally different. I rented out in-between a sale and house purchase.

The key issue is how rude staff are during interactions, they make sure you know their disdain for you as tenants. From curt emails to hostile phone calls, and even hanging up calls. It's not just one member of staff, it's an embedded culture at the Loughborough branch.

As an aside the lettings manager appraised my house for rental and he was over £150 below the market rent it achieved, which is shockingly bad.

The centralised property management centers that deal with the properties are very good, people you call and deal with are sympathetic, polite and well trained. None of that description can be applied to the staff within lettings at the Loughborough branch.

If you're a tenant and have the choice, don't use them. If you're a landlord with a conscience, definitely don't use them.

Excellent Service! Holly & the Frank Innes team at West Bridgford have been absolutely fabulous throughout the marketing & rental management of our property.. Attention to detail, fantastic communication, keeping us informed every step of the way...! Finding suitable & trustworthy trades people & resolving issues for any works carried out..
All the staff members are professional, courteous and helpful and I would wholeheartedly recommend them. 5 Stars All the Way.. Thanks Guys..!!

I moved into a flat where they hadn't bothered to hover up from the lino floor. A few days later I was told by my next door neighbour I was the third person to move into the flat within twelve months. May be a month or two following this conversation, I discovered the likely reason the others, although probably signing a twelve month contract like me, had left early. My suit was covered in a forest of mildew. Having chucked away my only suit I then had a hell of a time trying to get a key off them to open my bedroom window to ventilate a flat which by now was clearly suffering from damp. It can't have been a coincidence that I developed one of the worst colds I've ever had during this period. Eventually they did give me the key but I'd already decided to leave the property for the sake of my health. Per the contract, terminating early was allowable so long as I covered all costs until a new tenant was found so the landlord wasn't out of pocket. Outrageously they argued that the "marketing costs" involved in replacing myself with a new tenant were £300, even when all they had to do was click a button to put the old photos back up on RightMove. I agreed to pay because I felt I had to get out. Next they took £150.00 from my £450.00 deposit for a "general" clean. I know they won't have bothered to do this and were just ripping me off because the flat was dirty when I moved in. Finally, to cap it off, they agreed via email the sum I had overpaid my last month's rent by but decided to take off another £10.00 when they deposited my bank.

Great service and fantastic team ! Alice Lambert and Luke Nixon helped beyond measure. Helping us fill in the mountain of forms and paperwork and always remaining pleasant and professional. Comparing their service to other estate agents who served friends of ours, Frank Innes of Derby were far superior and value for money. Thank you Team !!

Brilliant service! Just completed my house sale with Frank Innes Ashby de la Zouch branch and couldn't be happier! Sold my property within a few days and the communication was great throughout as Lindsey kept me regularly informed of up.dates from buyers and conveyancing company. The whole process took 14 weeks despite Christmas and a delay on our part. All the staff were professional, courteous and helpful and I would wholeheartedly recommend them.

Frank Innes in Loughborough were excellent throughout my dealings with them as I tried to sell my flat over several months and had a couple of flaky buyers to contend with. Charlotte Tedds in particular was our shining light in the whole process, she was friendly, calm and professional and fantastic with communication. I'm so glad we chose them as their prices were reasonable and they understood the market in my area helping me achieve the highest priced sale in the street. I would have no hesitation in recommending them.

We have known Frank Innes for a long time, since 2010, and served us well.
This time they sold our flat in Nottingham Park. The team at Frank Innes Nottingham is splendid. They all (Penny, Sofia, Louise et al.,) did a brilliant job. They all were willing to go the extra mile to make it happen. Thanks to you all, and best wishes
N & S Pathiraja
London

Horrible customer service! Were waiting for our deposit to be released almost three months!!! No communication from the agency whatsoever. Had to call them and email again and again. They kept promising us that deposit will be paid within next 7 working days with no luck.
Stay away from this agency or be prepared to have problems with them!

Used their Loughborough Office where Jack, the Manager, was very informative and Charlotte, his negotiator, did a fantastic job in generating interest and competition amongst prospective buyers resulting in a successful sale at a higher price than that advertised. The only down side was their Mortgage Advisor who pursued the buyers to use their inefficient Countrywide Conveyancing to do the legal work rather than a good local Firm of Lawyers who I am sure would have handled the sale far better.

What a poor customer service. Strongly not recommend. Do not rent with them, you will not see your deposit for months and months. Rudeness and ignorance that what you can experience from them. I have been trying to get my deposit back over a month and now they are not responding even to my emails.

I used Frank Innes for the sale of a family members flat. They have been great especially Sarah who was my contact. She kept me up to date with any problems and progress.

We were lucky and had great landlords. We dealt with them directly for any issues with the house. Our tenancy ended on the 23rd July and after chasing Frank Innes constantly for updates, an agreement was reached regarding our deposit. They STILL haven’t refunded our money however. Some of the people in the Mansfield office seem friendly enough but the woman we dealt with, Pauline, was incredibly rude and acted like she was doing us a favour just doing her job. We were lied to and they blamed the landlords on multiple occasions for mistakes they made. The whole process seemed secretive. Our old landlords are going with another agency.... maybe this is why our deposit is taking so long to be returned.

I really am not a complainer and would never normally complain officially to a company or post a bad review online but I really hate the thought of anyone else having the same experience as us! We had an offer accepted on a house for sale under Frank Innes Long Eaton branch and after the initial viewing and offer telephone calls being as you would expect it all went downhill. Numerous times we were given false information and different storiesabout where the vendor was with their sale leading us to loose £600 on searches and mortgage valuations only to find out the vendor was not progressing when we were told they were. In total from our offer being accepted to us eventually deciding enough was enough and pulling out it was 2.5 months!
I would strongly advise to avoid any encounters with Frank Innes unless you like stress and loosing money!

We moved out of our rental with Frank Innes, West Bridgford on the 29th May 2019. The property has since been re-let but after chasing them multiple times in writing and over the phone, asking to hear something, ANYTHING in regards to our deposit we have been advised time and time again that they are still waiting on the approval of the Landlord... Last week my partner called up and they called the Landlord to chase this and came back to us to say that the Landlord was driving at the time so his wife advised that he would provide a written response that evening and we would hear back in the next couple of days. After hearing NOTHING after a week, I called again today and was advised they'd not received anything back and would chase this up again with the Landlord. I also requested a copy of the inspection report, since they have not bothered to send this through and I have STILL not received this. It is now the 17th July and we are still non the wiser as to what is going on with our £725 deposit. After paying Frank Innes over £1000 in fees since we rented the property, the ''service'' they provide seems to be non existent

Leicester Frank Innes,
shocking service, do your research as we feel we have lost 6 months with this agent. Communication is shocking, when you ask for feedback or updates you always end up chasing and often get different people telling you different things ! not good when your entrusting a Sale of your biggest commodity !! I have too many instances i can write, but to be honest the main complaint is the abosolutely shocking way my husband was spoken to today, when he requested our house to be taken off their books - he was told by a selling agent "why because things are not going your way" Now i have been in Sales for many years and never would I dream of speaking to a client in this manner - to say it is unprofessional is an understatement. Over promised and severely undelivered, honesty and transparency is all you want and ask for - certainly did not get this with Frank Innes Leicester - Avoid at all costs !!

We contacted Frank Innes about selling our property. The valuer was pleasant but unlike the three other firms we used to value the house, Frank Innes undervalued the property by approximately £70,000. They chased us to see if we wanted to proceed with marketing with them, to which we said we didn’t, given the low valuation. The manager of our local branch offered to look into the valuation and came back to agree with the original valuation, they couldn’t comprehend why higher values had been given. In the end, we went elsewhere, we sold within two days and at the very top end of our asking price. Frank Innes were quite a way off the mark and didn’t recognise our property’s value which was a shame, had we marketing with them we would have lost out financially big time.