50% lettings valuation accuracy
99% lettings fee satisfaction
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Dec 20,2013
Dec 20,2013
1
people found
this helpful
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We have just had a horrendous experience with this agent . Very early on it was made plain by Claire that we were the enemy. The first time we contacted her with a problem we were met with complete hostility. After two days in the house the alarm failed, due to lack of maintenance, it went off in the middle of the night ! we could not turn it off because they had given us the wrong code ! Claire said she was an alarm expert and we did not know what we were talking about and it was not their problem! so no compensation for a lost nights sleep ! When we turned the immersion heater on, the fuse blew, Claire said don't use it ! We really thought that there may be a problem and asked for it to be checked and the response was that if nothing was found we would be fined £45. So we had to take a chance on safety.
On the 3 Month inspection Photos were taken of potential checkout problems ,they were not discussed with us as they used them against us when we left, a quick phone call could have saved us money but customer relations is not something Claire majors in, if she tried and failed, training could have put her right but she did not even try !! We are a respectable retired couple and we have been treated like dirt and it has left a very bitter taste so no way would we recommend Pullin Rose to anybody. Pullin Rose seem to have respect for the landords/property owners only and they would do well to remember that without tenants there is no rent and no job for the agency and their staff.
On the 3 Month inspection Photos were taken of potential checkout problems ,they were not discussed with us as they used them against us when we left, a quick phone call could have saved us money but customer relations is not something Claire majors in, if she tried and failed, training could have put her right but she did not even try !! We are a respectable retired couple and we have been treated like dirt and it has left a very bitter taste so no way would we recommend Pullin Rose to anybody. Pullin Rose seem to have respect for the landords/property owners only and they would do well to remember that without tenants there is no rent and no job for the agency and their staff.
What agent could do to change your mind?
Customer communication , do not set traps, Claire do not shout at customers on the phone, do not threaten customers, if you are going to charge a customer for work done a receipt would be good, a training programme for staff, I could go on. I have been in sales and marketing for 30 years plus and this is as bad as it gets.Attached Filesnbsp;
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Latest Reviews
18th Jul 2016
reviewed by 'Floss'
4th Feb 2015
reviewed by 'Tom'
23rd Jan 2015
reviewed by 'Dan'
25th Jul 2014
reviewed by 'Rachie'
11th Apr 2014
reviewed by 'Serena'
Opening Hours
Address
Pullin Rose Letting Agents
25 Catherine Street
Frome
Somerset
BA11 1DB
01373 808 996
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 50% | 99% | £850 | £6,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 2 | 2 | 3 | 3 | 0 | 0 | 0 | 0 | 0 | 0 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
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Jul 18,2016
Jul 18,2016
0
people found
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I did not have a good experience with this estate agents. Communication was terrible and i often could not get in touch with the staff. They did not reply to emails which was very frustrating, particularly when dealing with more urgent matters. I was also ...
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Feb 04,2015
Feb 04,2015
0
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When I was building my portfolio of student let houses in Bath, I bought a house with tenants in place under a contract with Pullin Rose. This was a stroke of luck because due to their professionalism and helpfulness they now manage five of my ...
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Jan 23,2015
Jan 23,2015
0
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I have an agreement with the agent that sets a ceiling for the value of remedial works that can be undertaken without my consent. On two separate occasions this has been breached and in each instance for works that are clearly not 'emergency' and not ...
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What agent could do to change your mind?
To avoid this situation, the agent needed only to abide by the terms of our agreement and contact me as soon as it was apparent that remedial works were required. This would have given me the opportunity to confirm that the prices being quoted/estimated were fair and represented value for money. In addition, when clearly having broken the spirit of our agreement, an apology is all that is required. As yet, I have not received one. Manners cost nothing - lack of manners costs you a customer and ensures that when asked I will not be able to recommend you.Attached Filesnbsp;
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Jul 25,2014
Jul 25,2014
0
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Your team at Pullin Rose have been very lovely and helpful to us over the past two years and we are really sad to be leaving.
You've made some difficult situations really easy to deal with and responded quickly to any issues that have arose. ...
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Comment on agent fees
Fee's were reasonable, especially when maintenance issues were resolved.
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Apr 29,2014
Apr 29,2014
1
people found
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I have certainly enjoyed my tenancy with Pullin Rose, from the first viewing with Chaz I felt very welcomed. Everybody in the office has been so friendly and helpful, often going beyond the call of duty even with the smallest problem. Any initial teething problems ...
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Apr 11,2014
Apr 11,2014
2
people found
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Can't fault Pullin Rose at all. Every member has been most helpful. Our landlords need to sell and they were so sympathetic with us. If we ever had an issue they sorted it straight away x even though it was a short stay it was ...
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Feb 13,2014
Feb 13,2014
1
people found
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I have always had an excellent service from Pullin Rose and have only good things to say about the whole team. I know that my properties are in the best hands and that my tenants will be treated warmly and fairly. Richard and his staff ...
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Dec 20,2013
Dec 20,2013
1
people found
this helpful
this helpful
We have just had a horrendous experience with this agent . Very early on it was made plain by Claire that we were the enemy. The first time we contacted her with a problem we were met with complete hostility. After two days in the house ...
read full review
read full review
What agent could do to change your mind?
Customer communication , do not set traps, Claire do not shout at customers on the phone, do not threaten customers, if you are going to charge a customer for work done a receipt would be good, a training programme for staff, I could go on. I have been in sales and marketing for 30 years plus and this is as bad as it gets.Attached Filesnbsp;
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Feb 27, 2014
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Dear Mr and Mrs Wright,
I have reviewed our system notes and spoken with Claire. I have also passed on your thanks and nice comments to Chaz, so thank you for that.
This reply is my first task after returning from a long maternity leave so it is useful for me to have both the good and not so good feedback to be getting on with. I am unhappy that anyone would feel as you do following dealing with my company, and thankfully it is uncommon.
You are correct that mine and Richard’s ho ...
May 10,2013
May 10,2013
3
people found
this helpful
this helpful
Richard Pullin is part of a mother and son team that runs the agency. Expect him to be all smiles and full of promises during the sales pitch. Providing there is nothing to be done, he will happily take your money each month and all ...
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What agent could do to change your mind?
Don't be cheap and pretend that you have called overseas phone numbers to save a few quid so you can send you mates out to fix stuff. Don't be abusive in emails you send to paying clients.Attached Filesnbsp;
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Jun 06, 2013
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Hello Mr Pittaway, Sorry to see the review above especially as it is not a fair reflection of events. When your tenant phoned us in distress because the electric shower that you installed had caught fire, we tried to contact you in France where you live. Unfortunately as we could not raise you immediatey and in order to protect you and your tenant we asked an emergency contractor (Adam Fairfield Maintenance Limited) to visit to ensure the property was made safe. This is where you become angry be ...
Feb 20,2013
Feb 20,2013
4
people found
this helpful
this helpful
Over all a very unprofessional service. As a fully-managed property we experienced endless problems, including severe issues, all of which were dealt with either slowly, incompletely, to the lowest possible standard or more commonly, not at all. Their manner was rude, uninterested and condescending.
Under ...
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What agent could do to change your mind?
Problems with the property should have been dealt with, instead of ignored.Attached Filesnbsp;
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Jun 06, 2013
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Hi 'Bathonian'
Sorry to hear this, give me a call or drop me an email I'd like to look into this further. ...
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Best Letting Agent in Frome 
I have reviewed our system notes and spoken with Claire. I have also passed on your thanks and nice comments to Chaz, so thank you for that.
This reply is my first task after returning from a long maternity leave so it is useful for me to have both the good and not so good feedback to be getting on with. I am unhappy that anyone would feel as you do following dealing with my company, and thankfully it is uncommon.
You are correct that mine and Richard’s hope is always that we can be helpful, enthusiastic, ethical etc. and since our business has expanded we have taken great care in choosing staff whom we feel sure can live up to that for the most part. It is one of the reasons we are generally well treated and well regarded by both our clients the landlords and our customers, the tenants. Obviously at some point between Claire and yourselves this hope has come unstuck. It seems very unfortunate that the incident with the alarm happened so early on in your relationship, both with Claire and with your neighbours. I can understand that it was not the best start for anyone. In that situation Claire was right that we can only go on the information we are given by the Landlord.
From the above and my own information gathering I can’t see any evidence that Claire has acted in error, unethically or given you any inaccurate information. Claire is very efficient at her job (as evidenced by the two problems you reported through the “mend me†email, all of which are picked up and dealt with by Claire).
Nevertheless I am grateful that you have given me the chance to revisit Claire’s ongoing, individual training. Claire is a person rather that a corporate robot and I am confident that she works hard, is loyal to her clients (the Landlords) and deals with maintenance issues in a timely and considerate way.
I apologise again that you have gone away with a bad impression of my company and you have my word that I will do the necessary tweaks to ensure that we carry on learning how to be better.
Rosie Pullin.