Frank Innes Avis 

I've dealt with this agency throughout the buying process of my new and first home. My email requests have been ignored meaning I couldn't view my property until weeks before moving in, meetings have been cancelled last minute and promises have not been kept. I've felt completely let down and a lack of prioritisation has been shown. There is no communication and you are left in the dark for weeks without being provided with any updates. It was promised that all snagging issues were to be rectified before moving in and I've learnt that this has not been actioned. Completely unacceptable and ridiculous that you have to repeat the same issues to various employees and yet still nothing gets done about it.

I’m reading these reviews because I’ve been dealing with frank Innes. I viewed a property over two weeks ago and I’m interested in making an offer. I contacted the agents and expressed my interest and asked 3 questions to which they said they would get back to me. I have phoned several times and spoken to numerous representatives. They all of promised me a reply via phone call/email but to date I’m still awaiting. I have to wonder why the management don’t respond to the concerns by doing something but obviously this is still going on. Total incompetence!

Dreadful avoid at all cost. Wanted to view a letting and got told must leave a holding deposit of 450. Was also told that as long as the landlord didnt have the paperwork we would get it back if it fell through. Left the deposit and viwed the property. The propwrty beared no resemblance to the video they sent and was dirty moldy and disgusting. Instantly said no and requested the deposit back to be told no. Even though we have emails requesting paperwork which wasnt sent so the landlord couldn't of had the paperwork we were still told no. Now having to go to trading standards and the ombudsman. Avoid!!!

Myself and my parter are buying a house and our seller is using a Frank Innes recommended Conveyancer.. Countrywise.

This has caused so many issues the entire sale is on the brink of falling through. Absolutely appalling.

We have spoken with the seller who didn't receive enquiries for 3 Weeks after the solicitor had received them. The seller had responded two days later and a month on and the Frank Innes 'Recommended' (aka same company) solicitors have still not provided these to our solicitor to proceed.

This 'recommended' solicitor has single handed-ly held up the sale/purchase of this home at a detriment to everyone involved for no reason. Our solicitor have seen the enquiries from the seller directly and know these are correct but cannot accept them due to conflict of interest.

Still they have not managed to email them to our solicitors 3 days later after false guarantee after guarantee. 0% Confidence with this company and would recommend to look elsewhere if selling/buying.

Totally awful experience and wish there was a better level of customer service/way to escalate issues but there appears to be nothing of the sort. Just keep calling and keep being told 'its being escalated' yet nothing is happening.

Bloody awful estate agents. Ignore emails, ignore the call for maintenance. Told us to ‘get a council house’ if we couldn’t afford rent DURING THE PANDEMIC. Absolutely disgraceful agency DON’T BOTHER.

Excellent service from all the staff involved in our sale...Hannah and the rest of the team have been amazing, always keeping us well informed and updated in all aspects of the sale, cannot fault them at all, and wouldn't hesitate to use Frank Innes again if ever we needed to, many thanks

If you want to rent a property where you don’t get all of your deposit back, you are left without heating and hot water for 8 weeks and it takes forever for them to repair a fault then this is the company for you. I am still left speechless with how a company can operate this way and I will never use them again.

I put my property up for same. We had some issues but Libby and her amazing team have worked to solve the problems for us and I do have to say, they are doing an amazing job by alleviating all the stress from us.

Horrible experience. We reported a problem on January. It’s now may. We have been waiting nearly half year for this issue to get fixed. After multiple emails they always say the same thing. Which is they can’t get in contact with the landlord.

Sold my house via the modern method of auction..thanks to a recommendation by Allison Pallister. The process from beginning to end was seamless..would highly recommend!

Rented a property through Frank Innes, Derby (12 months) and I have to say it has been the worst decision and experience of my entire life. Staff bent over backwards for me until my contract was signed and despite being told that the 'landlord wanted to put things right for me, after the previous tenant left the property in a very poor condition' this failed to happen. This agency neglects all duty of care for tenants. I have now progressed 2 complaints to the ombudsman as the agent refuses to take responsibility and is laying blame on the landlord. I'm not entirely sure who is worse! Throughout the 12 months, there was no inspections and had there been, my time at the property would not have been spent reporting an issue/fault every other week.
Despite this, they have very quickly re-marketed the property, again using images that are extremely old and do not represent the state of the actual property. I would never use Frank Innes again, nor would I recommend to any friends or family.

Rented through Frank Innes Loughborough - repairs took weeks to enact, some were never resolved e.g. damp ingress. Communication very poor, felt like a second class citizen because I was renting. Return of deposit took several months and a complaint to the ombudsman - despite confirming payment would be made it was still withheld. Would not trust again.

Absolute discusting way of treating people!! Natalie at Chesterfield branch no customer service what's so ever. After leaving the house we rented we couldn't get a company to do a "deep" clean on the house. And we couldn't cut the grass due to snow. We were treated like the worst people in the world. And we received a rude email from Natalie. It's taken months and months to apparently get quotes for stuff. Seems like the go to extremes to take all your money off you so you get no bond back. Would never use Frank Innes again if that's how you get spoken to

The team at Frank Innes have been amazing, especially Emily and Alison from the Nottingham branch. They were always friendly. Accommodated various viewings at short notice. Even arranged for the keys to be delivered to a nearer branch for me to pick up. Will definitely recommend. Well done!

We were amazed with our agent, Lydia, of Frank Innes, for her continual supports, she answered our inquiries without delays, follow up our issues with extra efforts, her over the top services cannot be found anywhere else in Derby. We highly recommend Lydia to our friends and everyone who requires top graded services with care.

God awful! My husband put an offer in on a property, in excess of the asking price. To be told the vendor would prefer a cash buyer. It didn't say this in the listing and he even spoke to the estate agent and they never said this. My husband drove 2 hours to view this property. The estate agent said they would tell the vendor of our offer and get back to us. 3 days later, still not heard anything back so I put in a request to view the property to receive a phone call saying it had been sold, they never even told us our offer had been rejected.
Rude imbeciles, need to be more transparent about things

Bradley in the West Bridgford Office was brilliant at organising my new tenants contract and sorting this as smoothly as possible especially in such a short space of time. Thanks so much!

I am waiting for over 3 months now to get a refund for the deposit. The property rented from Frank Innes West Bridgford was handed over back in Oct 2021 in very good condition with no reason to retain even £1 from the deposit. Every week I was told that someone will get back to me. This looks like a scam for me!

Avoid! I am not one to ever write reviews but for the sake of future customers- This agency neglects all duty of care for tenants and represents illegal landlords. Even in the light of blatant law breaking from a ‘self managing’ landlord they represent, (including a burst heating pipe for months causing additional issues such as flooding and damp), intimidation and bullying, the agency did nothing.
In addition they sold the property incorrectly at the beginning of the lease, failing to disclose points of interest requested by the landlord to be passed on to prospective tenants. They also made errors in the contract. Just avoid at all costs, there are some fantastic, impartial but supportive agencies in Chesterfield, this is not one of them.