We have been renting a property through Frank Innes for 3 years. In hindsight, we should have known from the start that it was not going to be a good working relationship. In the beginning, we were trying to obtain information regarding the property and the staff at the agency were not forthcoming. This was in respect to issues as simple as plumbing points for washing machines and council tax bands. Eventually after a number of emails and a final, very irritated one we received a surly response which half answered our query and chastised us for our manner!
At this point they also insisted we had contents insurance, even though the contents were owned by us and therefore not their problem. I strongly suspect this was a commission chasing scam as we sorted out our insurance through a third party, which was not well received when we told them, and they attempted to convince us to buy their package instead.
Once we moved into the property things did not improve. Initially, none of our phone line points were connected to anything - they were just blank sockets screwed to the wall. We notified Frank Innes with a request that they be connected so we could use phone/internet/sky services, and again it took 5 e-mails sent over a four month period, culminating in a threat to visit our landlord and speak with him directly before we received a curt response with no apology or explanation.
We had a similar problem in communication when we had a plumbing fault in the W/C - a leak had sprung from somewhere and we could not identify where. It went from being a mild nuisance of having wet linoleum to the point where the plaster on the wall was becoming saturated with water and the carpet outside the room had become wet and musty - again a development that took months to deteriorate to this point, and despite our complaints about it Frank Innes appeared to have little concern for either our comfort or their client\'s property, which was by this point becoming damaged through no fault of our own.
Since this issue our shower door fell off it\'s frame - this was cheaply repaired only to fall off again shortly afterwards. This was eventually replaced in it\'s entirety, but the process took nearly 2 months to complete.
We have recently made the decision to leave the property and applied for our next one - only to receive a phone call from our potential new lettings agents informing us that Frank Innes would not release a reference until we had paid them a fee of £25 for it!
In summary, we have found the customer service offered from this company to be unpleasant, reluctant and unhelpful. They have proven on a number of occasions to be at best forgetful about maintenance issues and at worst wilfully ignorant. However they are extremely on the ball when it comes to taking money from you!
I would avoid any further relationship with them at all costs, and advise others to do the same.
What agent could do to change your mind?
There is nothing that this agent could do to ever make me reconsider.