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Derby, DE1
1.4/5, 18 Reviews
11% Recommended
50% sales valuation accuracy
50% letting valuation accuracy
29% sales fee satisfaction
29% letting fee satisfaction
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"Walked into the office one..."
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1 Star Review
By : 'Run,'
Services : Letting(I am a Tenant)
Rent PCM : £445
Would you recommend ? : No
Postcode : DE1
30 Jun 2014
People found this helpful1
Walked into the office one day in May whilst browsing Letting Agent's windows for a property. Asked on a whim if they had any studio flats suitable for two students to share, was transferred to Adam, who showed us around the flats in the complex and we decided to pay to take the flat off of the market straight away. We were given application forms which we filled in the same day and inquired about possibly moving into the property sooner due to my personal situation. We were told that as soon as a flat withing the complex became available, we would be able to move in earlier and transfer to the flat we wanted when the current tenant moved out (25th June). waited two weeks for details of our application process and heard nothing. Visited the office and they told us everything was fine, they just needed guarantor forms, we got these filled out and returned within a couple of days but one signature was missing on each (due to unclear instructions). We returned with the correct signatures a day later and were told that every thing should be sorted soon and "We'll give you a ring". Waited another week and heard nothing back so we walk in to the office again, to be told that the application would be handed over to rachael, who would 'start the application process' (should this not have been started the day we handed it in along with £200, three weeks prior?). Asked again about a move-in date, told they would proceed "With a view to moving you in on Friday 27th/Saturday 28th June. We'll give you a call to confirm." No phone call by Wednesday 25th June, so in we went again, now talking to rachael, as our application had been "handed over to her'. we asked if we were still okay to move in on Friday, and were told that no information about an early move in date had been given by Adam, but that they had found that a piece of my guarantor's application was missing ( I gave them both a hard copy and E-mailed one across). But she'd ask him when he returned and "Give us a call". the next day we had received no phone call, but HAD received a cryptic text message about internet in the property, so i visited again to ask about this text and resent the "missing" form, to be told that it was an automatic system (when we both ticked the 'Do not share my personal information with third parties' box) asked again about moving in (supposed to be the next day) and told us that they had no information yet, but - you guessed it- they'd "give me a ring". Still no contact by Friday - moving day! So in we went again, to be told that they were waiting for the references from previous landlords and had just started the credit check process (5 weeks after initially taking the application forms). Called again yesterday as I had arranged for family to come and help us move in and have now been told that my guarantor has failed the credit check (which they could have started sooner, giving me time to find another guarantor), so they need to contact the landlord to see what he says about the situation, and they'll "give us a ring when they know more". By 4PM we had still not heard anything so tried calling back to find a closed office, which is closed until Monday - when my current tenancy expires and I'm left effectively homeless by the incompetence of Frank Innes.
What agent could do to change your mind?
- process applications in time for tenants to move in. - Maintain any form of contact with customers. - Create better organisational structures to reduce the possibility of lost paperwork. - Implement a better computer system as \"the E-mail server is down\"/ \"We;re undergoing IT maintenance\" excuses get old, fast. - Have cases handled by a single employee from start to finish, to avoid miscommunications between staff members. Learn how to call customers, instead of repeated saying \"We\'ll give you a call\", but never actually picking up the phone.
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Latest Reviews
Performance Statistics
| Services | Valuation | Fees | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 50% | 28.999999999999996% | £0 | £0 |
| Lettings | 50% | 28.999999999999996% | £445 | £750 |
Address
Frank Innes
18-22 St James Street, Derby, Derbyshire
DE1 1RN
01332 295974
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
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Frank Innes Branches (View All 24)
I am a Customer of ...
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5 Star Review
By : 'Roberto'
Services : Letting (As a Tenant)
Rent PCM : £595
Would you recommend ? : Yes
Postcode : DE1
22 Apr 2021
People found this helpful0
I am a Customer of Countrywide plc (Frank Innes), at Derby, Derbyshire for several years. I personally know their Manager, mrs. Lydia Youle, and staff and the human-values behind the Countrywide brand are such that ....to be their Customers is a honour and a true pleasure. It is like to be... Read Full Review
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Worst experience with Frank ...
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1 Star Review
By : 'Ruta'
Services : Letting (As a Tenant)
Would you recommend ? : No
Postcode : DE24
19 Jan 2020
People found this helpful3
I am from India and was staying along with my colleague in UK for a year in a house let by Fank Innes. First of all the house was not given at the promised time. Taking advantage of our need, they gave us the house in a pathetic condition and assured that they will get it settled soon however, no... Read Full Review
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Terrible Experience Letting ...
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1 Star Review
By : 'Miss'
Services : Letting (As a Owner)
Would you recommend ? : No
Postcode : DE22
29 May 2018
People found this helpful6
Rating 0 I put my house on rent thru Frank Innes in 2008. They signed an agreement contract to rent my property, manage it, carry out regular checks and ensure the property would be well looked after. I was ensured I would find it as I left it! Originally all documentation were in place with a full ... Read Full Review
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By : Sumeet
12 Mar 2022Very similar experience. Initially asked FI to sell my property and they were hopeless, no viewings in a month. Got someone else in and immediate viewings. Then decided to rent with a small company...
I am very interested in this ...
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1 Star Review
By : 'Haritha'
Services : Letting (As a Prospective Landlord/Tenant)
Would you recommend ? : No
Postcode : DE65
6 Aug 2015
People found this helpful3
I am very interested in this property I saw on rightmove & called the office 1 week ago.After waiting for 25 minutes I finally got to speak to an agent.The first response was that the property did not belong to them despite me being very sure.So,I called them an hour later and then the property ... Read Full Review
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I'd like to leave a review to ...
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4 Star Review
By : 'Adam'
Services : Letting (As a Owner)
Would you recommend ? : Yes
Postcode : DE6
7 Jun 2015
People found this helpful0
I'd like to leave a review to give some positive feed back on Frank Innes. I found the company very professional and easy to work with throughout the process of letting my property. When I first had the agents round to negotiate a deal as whether to use yourselves or not I was on the fence as I'd... Read Full Review
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Awful service, no call back, ...
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1 Star Review
By : 'UnhappyCamper'
Services : Letting (As a Owner)
Rent PCM : £750
Would you recommend ? : No
Postcode : NG2
16 Apr 2015
People found this helpful0
Awful service, no call back, broken promises. Late for appointments with no courtesy call to inform me. Poor communication, system failures that left me out of pocket. THE worst unorganised agents I have ever used! I am now switching agents to... Read Full Review
Comments on Agent Fees
Fees taken for contract that was never written up. Left me with a rolling month contract that tenants took advantage of and left. Left me with empty property and no communication.
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Walked into the office one ...
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1 Star Review
By : 'Run,'
Services : Letting (As a Tenant)
Rent PCM : £445
Would you recommend ? : No
Postcode : DE1
30 Jun 2014
People found this helpful1
Walked into the office one day in May whilst browsing Letting Agent's windows for a property. Asked on a whim if they had any studio flats suitable for two students to share, was transferred to Adam, who showed us around the flats in the complex and we decided to pay to take the flat off of the... Read Full Review
What agent could do to change your mind?
- process applications in time for tenants to move in. - Maintain any form of contact with customers. - Create better organisational structures to reduce the possibility of lost paperwork. - Implement a better computer system as \"the E-mail server is down\"/ \"We;re undergoing IT maintenance\" excuses get old, fast. - Have cases handled by a single employee from start to finish, to avoid miscommunications between staff members. Learn how to call customers, instead of repeated saying \"We\'ll give you a call\", but never actually picking up the phone.
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They have very poor ...
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1 Star Review
By : 'Harry'
Services : Letting (As a Tenant)
Rent PCM : £595
Would you recommend ? : No
Postcode : DE22
14 Jun 2014
People found this helpful0
They have very poor communication and is difficult to contact them.I like the property they managed and secured it paying 200£ as a deposit.Today when going to sign the contract, I am informed that I need to pay 220£ for referencing plus 60£ of admin fees.A total of 480£ for a single... Read Full Review
What agent could do to change your mind?
Drop the fees down
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As soon as the property came ...
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1 Star Review
By : 'Irritated'
Services : Letting (As a Prospective Landlord/Tenant)
Would you recommend ? : No
Postcode : DE3
14 Apr 2014
People found this helpful0
As soon as the property came up I rang but my call was not returned so I called again, "someone" will call me back. Wrong - each time (three before actually speaking to someone who felt able to take a booking enquiry). I then made an appointment to view and when I rang to confirm the... Read Full Review
What agent could do to change your mind?
As soon as the property came up I rang but my call was not returned so I called again, \"someone\" will call me back. Wrong - each time (three before actually speaking to someone who felt able to take a booking enquiry). I then made an appointment to view and when I rang to confirm the appointment I had made they had no record...so I made another appointment even though I was dubious about the appalling service. It\'s a good job I rang to confirm the appointment the day before driving 60 miles to view the propoerty since it had been let days before. I cannot believe the total and absolute incompetence. I have sold and am looking for a property in a different county, not to be the butt of the branches jokes. It would be nice if these pople had some consideration. I will be looking to buy shortly and will avoid any Frank Innes and subsidiaries like the plague.
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DO NOT EVER EVER EVER EVER ...
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1 Star Review
By : 'Timmyk'
Services : Letting (As a Tenant)
Would you recommend ? : No
Postcode : DE65
11 Nov 2013
People found this helpful0
DO NOT EVER EVER EVER EVER EVER HAVE ANYTHING TO DO WITH THIS AGENT (ALSO KNOWN AS FRANK INNES IN DERBY) the house wasn't cleaned when we moved in. We couldn't get in any other door than the front one because they forgot to leave us keys. They accused us of not paying rent.. Even after... Read Full Review
What agent could do to change your mind?
Gone out of business
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been living in one of their ...
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1 Star Review
By : 'Honestreviewer'
Services : Letting (As a Tenant)
Would you recommend ? : No
Postcode : DE22
14 Dec 2012
People found this helpful3
been living in one of their properties for 3 years, its damp and finally had enough of noisy neighbours, renewal fees phenomenal, charge £60 to move a rent payment date, asked us to give 2 months notice and gave us no warning they were putting a board back on the house, then expected the house to... Read Full Review
Comments (1)Was this helpful?:
By : Legal eagle
14 Dec 2012If they want to be difficult - dont allow them access for viewings. They can't force you allow viewings as legally, you have the right of quiet enjoyment and contract overrides contract - so it...
[[EDIT ORIGINAL ...
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1 Star Review
By : 'Crazed'
Services : Letting (As a Tenant)
Would you recommend ? : No
22 Sept 2012
People found this helpful3
[[EDIT ORIGINAL START]] AVOID AT ALL COST! The staff at the Derby branch of Frank innes are money grabbing, unreliable, unreasonable, dishonest and incompetent. Here are some of the reasons why this agency should be avoided; -Communication no existent unless it benefits them. -Losing ID... Read Full Review
What agent could do to change your mind?
Do there jobs properly!!
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By : Tania
11 Jan 2013I totally agree - see my...
A very dishonest and ...
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1 Star Review
By : 'JI'
Services : Letting (As a Tenant)
Would you recommend ? : No
21 Jun 2012
People found this helpful4
A very dishonest and unprofessional group. I have dealt with Frank Innes on two differnet occasions. FIrst time I wanted to view a house ;; kept posptponding the date of viewing saying that they could not get hold of key from the Landlord. Evetually viewed the house and rented it. Frank... Read Full Review
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They arranged viewings that ...
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1 Star Review
By : 'LOUISE'
Services : Letting (As a Prospective Landlord/Tenant)
Would you recommend ? : No
17 May 2012
People found this helpful5
They arranged viewings that they didnt bother turning up to waited for over an hour when i contacted them no apologie. Was told no one else had viewed property and then told it was gone which to this day is still up for let . Was shouted at down the phone by the manager john hes a very rude man... Read Full Review
What agent could do to change your mind?
COULD HAVE HAD SOME MANNERS THERE FREE IN LIFE
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By : Tania
11 Jan 2013Totally agree - see my...
Nothing but trouble. Please ...
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1 Star Review
By : 'Very'
Services : Letting (As a Owner)
Would you recommend ? : No
23 Jan 2012
People found this helpful3
Nothing but trouble. Please stay away. I promise you that you will regret any dealings that you have with them. They are dishonest & very unprofessional. They have really messed me about, lied to me & about me & i am taking them to... Read Full Review
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I recently rented a property ...
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2 Star Review
By : 'weekendfun44'
Services : Letting (As a Tenant)
Would you recommend ? : No
28 Oct 2011
People found this helpful4
I recently rented a property through this company and have some constructive comments to make. 1) I received the email with the attachments for telecoms, insurance etc, at this point if I had wished to take up the offer I would have organised it but I was phoned probably eight times and whilst... Read Full Review
What agent could do to change your mind?
Better communication and deal with any problems
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Completely awful, I would ...
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1 Star Review
By : 'Matstrutt'
Services : Letting (As a Tenant)
Would you recommend ? : No
10 Aug 2011
People found this helpful1
Completely awful, I would recommend giving these agents a very wide birth, nothing but... Read Full Review
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When dealing with a company ...
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1 Star Review
By : 'Joe'
Services : Letting (As a Prospective Landlord/Tenant)
Would you recommend ? : No
10 May 2011
People found this helpful5
When dealing with a company that is nationally recognised I would have expected the service provided to at least meet basic standards. It would appear I have been a little misguided in my expectation of the quality of care and standard of professionalism and service that this company are capable... Read Full Review
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