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- Pinnacle Letting & Estate Agents - Cardiff
Pinnacle Letting & Estate Agents - Cardiff
3-5 Fanny Street,Cathays,Cardiff, CF24 4EG
Pinnacle Letting & Estate Agents - Cardiff hasn't listed any properties for sale in the last 6 months. This could be because the agent specialises in lettings, or the branch may be closed. Pinnacle Letting & Estate Agents - Cardiff does have 149 reviews, with an average score of 2.1/5 If you're looking to sell in Cardiff, you may want to choose an agent with more experience. Covering this area are other estate agents, such as Harry Harper - Roath and The Umbrella Homes. However to see who will objectively do the best job selling your home, make sure you use our comparison tool.
Opening hours
- Monday 9:00am - 6:00pm
- Tuesday 9:00am - 6:00pm
- Wednesday 9:00am - 6:00pm
- Thursday 9:00am - 6:00pm
- Friday 9:00am - 5:30pm
- Saturday 10:00am - 5:00pm
- Sunday Closed
View all details
Pinnacle Letting & Estate Agents - Cardiff Reviews (149)
Have you used this agent?
21%
5%
2%
5%
67%
All (149)
Seller (0)
Buyer (0)
Landlord (13)
Tenant (91)
General (45)
Anonymous Tenant
We tried to contact the agent by phone and they only have answering machine. We are asked to book a viewing online but their website calendar does not work. They do not answer the emails. Their service is very poor. I am surprised why people go to them for their property management.
Tenant
4th Sep 2023 (1 year ago)
M R.
Rude. The Bugs Bunny lookalike is probably the worst tho.
18th Sep 2022 (2 years ago)
Rysensei
Diabolical customer service, they don't know how to communicate in a professional matter, and it's as clear day, they don't want to speak to you. Never going with pinnacle again.
14th Sep 2022 (2 years ago)
A Sen
Completely rubbish! No viewings were booked though I was assured they were. Anytime you call them and are actually able to get someone on the phone, they deny all communication from before and don't seem to be aware of anything that's going on. I have multiple texts from them sent within seconds of each other stating some property is available and the same property is cancelled. Sounds like a scam or a similar dodgy setup, I recommend staying away
29th Jul 2022 (2 years ago)
G Man
BEWARE!!! To all that are thinking of using this company, do yourself a favour and go with a different agent, this company is a complete and utter joke and should be made to stop trading. The service you receive from their staff is beyond a joke, you'd get better service from a dog. You call them and are greeted with "calls are recorded" before getting through, you then make a complaint with them, they then speak to you worse than trash and fail to follow any complains procedure let alone log the complaint. They deny any calls ever being made, they apparently do not record calls either and then they turn around and state "oh we outsource to a different company to take all our calls" um excuse, you're a tiny little letting agent and you have to outsource for calls to a call centre don't make me laugh. Read all other reviews and you'll save yourself time and stress by NOT DEALING with this pathetic excuse of a letting agent.
Landlord
7th Apr 2022 (2 years ago)
R PONLY
My frustration, to give you a 1star.
18th Mar 2022 (2 years ago)
M Dehghani
The absolute worst experience I've ever had with a business.
10th Feb 2022 (2 years ago)
Anonymous Tenant
I urge you, if it's either rent through Pinnacle, or go without a home.. choose the latter.
We were with Pinnacle as an agent for 3 years and we spent pretty much the entire time desperate to leave them.
From the moment we picked up the keys to our very first rental, we knew that we weren't going to have an easy time.
We firstly arrived at the property realising that one of the locks on the front door was broken. We reported the issue within 10 minutes of being in the property. The lock was NEVER fixed, even after reporting the issue 3 more times.
We immediately contacted the agent that we dealt with, she met us at the property, we walked around the property and took photos and notes.
ALL of the carpets were marked. ALL of the walls were marked, damp ridden & full of holes. A light fitting was broken. A drawer in the freezer was broken. Window seals were covered in damp/mould. The 2 cupboards that were against outside walls were full of damp/mould. The flooring in both the bathroom & kitchen were not fitted properly, were not fitted against walls, cupboards etc. so, damp had got underneath and were lifting.
Our first 2 days at the property were spent painting, professionally cleaning carpets, de-moulding most rooms and cupboards AND we replaced the flooring in full, in the bathroom & kitchen, sealed windows/ frames.. all at our own expense, as we already had word from the agent, that they nor the landlord were likely to take on any of the cleaning/repairs.
Over the course of our time as tenants, we had to report multiple repairs, many of which we had to remind Pinnacle of/ Chase, sometimes for days. We had to go over 24 hours without water to the property, until we called an emergency plumber.
Between year 1 and year 2 of our tenancy we were told that the Standing Order that we originally set up, would have to be done again (we would have rather a direct debit, but they only work with Standing Orders). After we set up the Standing order Pinnacle told us that the payment would not be made in time, so we had to transfer the funds.. a day later we noticed that not only did the transfer go through, but so did the Standing Order, after all. Once we informed Pinnacle, they told us that they would send us 1 months worth of rent back. But, they would do so using BACS. Meaning that it would take 5-7 working days.. after almost a week, the money DID land in our account. But, they accidentally sent it to us twice. They immediately noticed and hounded us to transfer some back asap using bank transfer. Funny how when they owed us, it would get to us whenever.. but when they made the mistake and we owed them money, it had to be immediate.
Finally, when we were able to sort out alternative accommodation and let Pinnacle know that we'd be vacating the property.
We were sent an email including instructions on how/where to make sure we deep clean the property. Also requesting that we film a video just prior to exiting the property for the last time, illustrating the cleanliness of the property & showing all windows, doors, cupboards, drawers & lights working as they should. The email also stated along the lines of, our deposit would be dependant on the video..
All of this goes to show that they DO NOT enter the property to clean or inspect before the next tenants take on their lease.
So, I do hope that they don't charge the landlords for any cleaning or inspections/repairs.. because we, the tenants, do that work.
After we left the property for the last time, we sent Pinnacle the video and posted the keys through their Cardiff branch postal box.
We logged in to the Tenancy Deposit Scheme website (where all deposits are kept legally now). We requested our despot back.
Weeks go past and the TDS inform us that they have not had any response from Pinnacle and that we should submit a 'statutory declaration'. TDS knew that Pinnacle would not comply.
I tried to call Pinnacle dozens of times and sent them multiple emails, asking why they had not agreed to release our deposit money back. But, to no avail.
They couldn't give us the time of day.
Tenant
11th Jan 2022 (3 years ago)
D (drhodson)
I urge you, if it's either rent through Pinnacle, or go without a home.. choose the latter.
We were with Pinnacle as an agent for 3 years and we spent pretty much the entire time desperate to leave them.
From the moment we picked up the keys to our very first rental, we knew that we weren't going to have an easy time.
We firstly arrived at the property realising that one of the locks on the front door was broken. We reported the issue within 10 minutes of being in the property. The lock was NEVER fixed, even after reporting the issue 3 more times.
We immediately contacted the agent that we dealt with, she met us at the property, we walked around the property and took photos and notes.
ALL of the carpets were marked. ALL of the walls were marked, damp ridden & full of holes. A light fitting was broken. A drawer in the freezer was broken. Window seals were covered in damp/mould. The 2 cupboards that were against outside walls were full of damp/mould. The flooring in both the bathroom & kitchen were not fitted properly, were not fitted against walls, cupboards etc. so, damp had got underneath and were lifting.
Our first 2 days at the property were spent painting, professionally cleaning carpets, de-moulding most rooms and cupboards AND we replaced the flooring in full, in the bathroom & kitchen, sealed windows/ frames.. all at our own expense, as we already had word from the agent, that they nor the landlord were likely to take on any of the cleaning/repairs.
Over the course of our time as tenants, we had to report multiple repairs, many of which we had to remind Pinnacle of/ Chase, sometimes for days. We had to go over 24 hours without water to the property, until we called an emergency plumber.
Between year 1 and year 2 of our tenancy we were told that the Standing Order that we originally set up, would have to be done again (we would have rather a direct debit, but they only work with Standing Orders). After we set up the Standing order Pinnacle told us that the payment would not be made in time, so we had to transfer the funds.. a day later we noticed that not only did the transfer go through, but so did the Standing Order, after all. Once we informed Pinnacle, they told us that they would send us 1 months worth of rent back. But, they would do so using BACS. Meaning that it would take 5-7 working days.. after almost a week, the money DID land in our account. But, they accidentally sent it to us twice. They immediately noticed and hounded us to transfer some back asap using bank transfer. Funny how when they owed us, it would get to us whenever.. but when they made the mistake and we owed them money, it had to be immediate.
Finally, when we were able to sort out alternative accommodation and let Pinnacle know that we'd be vacating the property.
We were sent an email including instructions on how/where to make sure we deep clean the property. Also requesting that we film a video just prior to exiting the property for the last time, illustrating the cleanliness of the property & showing all windows, doors, cupboards, drawers & lights working as they should. The email also stated along the lines of, our deposit would be dependant on the video..
All of this goes to show that they DO NOT enter the property to clean or inspect before the next tenants take on their lease.
So, I do hope that they don't charge the landlords for any cleaning or inspections/repairs.. because we, the tenants, do that work.
After we left the property for the last time, we sent Pinnacle the video and posted the keys through their Cardiff branch postal box.
We logged in to the Tenancy Deposit Scheme website (where all deposits are kept legally now). We requested our despot back.
Weeks go past and the TDS inform us that they have not had any response from Pinnacle and that we should submit a 'statutory declaration'. TDS knew that Pinnacle would not comply.
I tried to call Pinnacle dozens of times and sent them multiple emails, asking why they had not agreed to release our deposit money back. But, to no avail.
Tenant
11th Jan 2022 (3 years ago)
L Barratt
Awful agency!!! Been with no hot water and heating for almost two weeks, got told it would take two- three days for the part for the boiler and still nothing. My house is freezing! It’s starting to affect my health. I shouldn’t have to sleep in extra clothes just to keep warm. Have tried several times ringing, texting, emailing and nothing!!! Getting the council involved now and the environmental health officer as this is an emergency. There quick enough to ring you for rent but don’t communicate otherwise. Also contractor came into my room and went through all my stuff to do pat tests, no warning or anything. Not what I want after a 12 hour night shift!!!!!
Reported the fence was broken months ago, pinnacle refused to do anything about, reported again as the weather was going to take a turn for the worse, and wanted to prevent the fence to completely break down, yet again pinnacle ignored emails and calls and come up with every excuse, I now have no fence in my garden, no privacy no the neighbours can see everything, all the loose screws ripped my cats paws open which lead to very expensive vet bill. They’ve not once apologise and just called me aggressive.
Reported blocked drains months ago, nothing still has been done. The smell is just awful! Sometimes I can’t go by the kitchen sink and wash dishes because of this.
Contractors refuse to wears masks when they eventually do come to property, they don’t care about covid or anything. I am a vulnerable person and have to be careful.
There quick enough to message you about rent and money but are extremely slow when coming to fix things. Horrendous agency! I’m trying to find a new place to live. AVOID this agency! They discriminate against disabled people, they lie, and ignore maintenance issues.
Tenant
23rd Dec 2021 (3 years ago)
C gibbs
Just moved into one of their properties . Professional service in the lead up to moving in.
After moving in had a couple of issues that needed resolving these were dealt with professionally and promptly. Highly recommend this letting agency
Cathy
Tenant
7th Dec 2021 (3 years ago)
F C
Truly, truly awful.
Hard to get hold of and simply don't respond to important issues.
My landlord is excellent so when my boiler broke I forgave and forgot the fact that Pinnacle ignored my repeated attempts to get them to fix it because I managed to get hold of the landlord independently.
NOW HOWEVER, I can't pay my rent because despite my giving them all the information they asked for to set up a standing order there is no standing order and they won't even give me bank details to pay myself. What should I do? Probably easier to knock on the landlord's door with a wad of cash rather than try to go through Pinnacle.
Never knew an entire company could be so inept.
Tenant
1st Dec 2021 (3 years ago)
S fx
One of the worst letting agent I ever come across my life. Never ever rent with them. If you already renting better to cancel and move. They don't care about the costumers and one of the poorly trained staff in the entire industry. If you renting with them already forget about your deposit.
They are really the worst agency in Cardiff .
If you go with them that will be your biggest mistake in life.
Tenant
23rd Nov 2021 (3 years ago)
S Wil-iams
Honestly got to be the WORST estate agent EVER!! so much I'm Embarrassed for them!! I think they sit and drink coffee all day.
I mean 4weeks I been waiting for a call back,
and I get through to admin, apparently? I don't know what files they are dealing with as not a sole is getting back to anyone? its got to a point I've give up and gone else where but the only thing is these are the only ones with places in the main city on the market.com. I couldn't tell you what the places are like as I haven't been able to look at one as they don't get back!!! A JOKE!!
I had to put one star to post but NO STARS
11th Nov 2021 (3 years ago)
R Moldovan
Still waiting to hear back from them after a couple of weeks. Called a lot of times on different properties with offers put down without even viewing them and always the calls go to an admin who has no idea what's going on but to take messages that never get delivered. Your company is in shambles and i will always always chose a different letting agency. One should not deal with their business in the manner you are and I do hope that people soon realise that they shouldn't be in business with you. Shame on the fact that you still have good landlords on your list. They should go to a different company.
Landlord
24th Sep 2021 (3 years ago)
N Moore
The worst estate agents in Cardiff by a mile with disgraceful customer service.
21st Sep 2021 (3 years ago)
C Barnes
I booked two viewings for 2 different properties on Tuesday. The 'tenants cancelled' both and only gave me the option of viewing one which I agreed to on Friday. On Friday I turned up to the propery at a time agreed and the agent did not show! Baring in mind I had to travel over half an hour after a long week in work. When contacting pinnacle asking why there was nobody here they said they would investigate the problem and ring me back ASAP but I received no phone call what so ever. Very unprofessional, I would highly recommend never booking anything with these.
17th Apr 2021 (3 years ago)
O Hopkins
Never have I known anyone to lie so blatantly to someone's face. Had several problems with rats that was not sorted for months, there were CHEWED THROUGH BRICK, after sending someone out to "fix the issue" they put foam in all the holes, beyond me how they thought expanding foam would offer any resistance. Only after 2 months of calling did they send someone out who knew what he was doing and we had the problem resolved. My bed which had a broken support down the middle was not fixed for 3 months despite several reports and multiple visits from repair men. Having to sleep with a car jack holding up the bed to make it somewhat comfortable.
But all of that can be excused for how poorly they have treated my friend a student from India who lives in another pinnacle property. He lost his key on the flight here and stayed at our accommodation for the night thinking we could get the problem resolved in the morning. We were lied to about a spare key being ten minutes away to call back 2 hours later to find no one had filed the issue and no one had been sent out. This is inexcusable and completely taking advantage of someone in a vulnerable position. Leaving no option but to pay over £100 to a locksmith to break in or try and retrieve another key from another flatmate who was no where near Cardiff.
Any 5 star review has not been left by a student, I might go as far as to say any review above 1 star, 0 if possible has not been left by a student. Any positive review has been left by staff or by landlords who could not care less for the housing conditions of the students they are so obviously exploiting.
How the get away with such exploitation is shocking and needs to come to an end, CPS Homes gets enough attention but Pinnacle are 100% on par if not worse than their competitors.
Tenant
12th Apr 2021 (3 years ago)
M Roberts
If I could give zero stars I would. Truly awful in every way. Impossible to get ahold of. Our house fell to pieces and they didn't seem to care at all. Terrible, terrible agency.
2nd Apr 2021 (3 years ago)
J Lewis
I would give this ZERO STARS If I could, I've never known an estate agent to be so blatantly incompetent, I reported MICE in my shared house on Monday 01/03/2021, it is now Friday 05/03/2021 and I haven't received a single update, how can they allow that to go on???? How can they allow their tenants to live with MICE for that long. I genuinely can't believe it. It has affected my mental health, I can't sleep and because of my phobia of the vermin I struggle to muster up the courage to leave my room. I may add that they're aware of this and how it affects me and all I get is "Okay, let me just get a contact number from you and we'll get someone to get in contact with you as soon as possible." And guess what, they never ever get in contact. I'm always stuck calling them myself again and again and again and still not getting anywhere.
Please, for your sake DO NOT RENT WITH PINNACLE. DO NOT PUT YOURSELF THROUGH IT. Renting with pinnacle is one of THE WORST decisions I've ever made.
Tenant
5th Mar 2021 (3 years ago)
A Lovatt
Poor service, do not fix anything and expect you to pay for standard wear and tear repairs.
Landlord
24th Feb 2021 (3 years ago)
M B
A terrible company with a terrible track record, don't use them, I wish I hadn't.
28th Jan 2021 (3 years ago)
M Simone
Have tried to contact the agency several times, each time the staff promises to call back and does not, and were very rude about it all as well. Very unhelpful with bad customer services.
3rd Dec 2020 (4 years ago)
D H
Wish I could give no stars or negative stars. Terrible service almost never answer the phone. Don't respond to maintenance requests. They sign your keys out to contractors and don't get them back from the contractor so they could just walk in to your property day and night. They also ask you to do repairs yourself when they cannot be bothered or can't do it correctly. I would strongly, strongly, strongly advise you to avoid them. Dealt with many property management companies in my time but these are hands down the worst. Also making a complaint achieves nothing, they become even more unresponsive if you complain.
Tenant
16th Oct 2020 (4 years ago)
M Bowen
Far below acceptable standard from a letting agency. After reporting issues to them and still having no development , spoke to the landlord and they hadn't attempted to contact them. So much so that the Landlord withdrew the house from the agency as they were incompetent
Landlord
8th Oct 2020 (4 years ago)
A James
Once you've signed a contract and have a house goodluck getting anything fixed or any fast replies. They dont care.
Edit: Now that we've left the property they've ignored every email, and everytime I call to find out whats happening with our deposit money they say they'll call me back but never do. 2 weeks later and still no idea what's happening with my deposit money
Tenant
15th Sep 2020 (4 years ago)
K M
Have been trying to get ahold of this company as I was interested in renting one of their properties. Emailed on multiple occasions along with called the office. I was told an agent would reach out to me within 48 hours. However, I have heard nothing back and it has been over 2 weeks. It's a shame because their properties looked very nice from the pictures.
16th Aug 2020 (4 years ago)
S Twynam
Absolutely atrocious. Was finally able to book a viewing and the agent just never showed up. I work 9-5 and spent my whole lunch break waiting for him. The office kept telling me he'd get in touch with me soon and no response whatsoever. I don't know why some landlords of lovely flats choose to use them. I would have put a deposit down straight away if I could, but that's a little hard when they avoid or ignore any attempt to get them to do their jobs
10th Aug 2020 (4 years ago)
C Amos
Do not sign with this letting agency.
- Extremely unprofessional, our letting agent seemed to be more confused about the renting process than we were.
- We didnt recieve our contract for weeks after our tenacny started and only after multiple emails from all six of us at the property.
- The price we agreed when signing had changed when we finally recieved our contract.
- Our legal documents and inventory were in the names of the previous tentants.
- We were casually told that someone from the previous tenancy did not return their key so we only had five keys for the six of us.
No action to these things were taken after emails and phone calls, they were just met with unprofessional excuses and receptionists who were unable to forward us onto anyone higher up than themselves.
Tenant
5th Aug 2020 (4 years ago)
A Para
Liaising with Pinnacle was a complete waste of my time, this estate agent is useless and provides shocking customer service. definitely the worse experience I have had. was reassured that someone would return my call regarding a flat, but despite numerous attempts to call, no one has returned my call- absolute waste of my time. I echo the negative reviews below, do not trust this estate agent
1st Aug 2020 (4 years ago)
E Ramadan
It is the worst agency ever. I have been trying to get a property to rent for couple of weeks. I tried to email them, no response. I phoned and they took my details promising to get back to me, with no response at all. I had to pop in, they were opening illegally during the lock down. Last time, I went yesterday when the city has been unlocked, she told me that she cannot rent me any property without viewing and the viewing is not allowed. However, the viewing is allowed for unoccupied properties. She acted like she does not wanna rent anything to me. I called them again, another one took my details again with no response as usual. The worst agency ever and I hope that landlords stop market through them.
Tenant
23rd Jun 2020 (4 years ago)
P Ranasinghe
I found it to be a daunting task searching for a suitable property after moving to Cardiff. I contacted and visited many estate agents but didnt find any property that suited us. Finally I contacted Mr Ashley Ridler from Pinnacle properties and found a property that matched my requirements. After my first contact with Mr Ridler he immediately arranged a number of viewings for us giving us more options to compare with. After selecting a suitable property he also arranged required furniture to be delivered and all the paper work to be completed urgently. Almost everything was completed within a matter of a day. Although we faced few minor porblems subsequently these issues were also looked into and rectified by Mr Ashley Ridler and the team. Very happy with the excellent service and assistance provided by Mr Ridler and hence highly recommend Mr Ashley Ridler from Pinnacle properties.
Tenant
14th May 2020 (4 years ago)
L Daradkeh
the worst of the worst i'm a new tenant with them and the communication with them is more than horrible it is like contacting inanimate...
not respondence no actions!!!!!!!!!!!!!!
Tenant
24th Feb 2020 (4 years ago)
T To
Terrible service, they posted the flat for rent even we pay them the rent monthly and the contract still valid.
Tenant
18th Feb 2020 (4 years ago)
D Ashford
AVOID AT ALL COST!!!!!! When I left my flat they tried to pass off photos taken A YEAR before I actually moved in as the pictures for my final inventory and take all my bond for new carpeting etc, needless to say, I got ALL my bond back eventually when we challenged them over their dishonest behaviour. I'm still waiting for them to explain themselves.
In addition to Pinnacle fraudulently passing off photos for my inventory taken over a year before I signed my contract and moved in to illegally take money from my bond, the office staff would often tell me when I phoned up the manager wasn't in that day as it was her day off but then tell my partner who would call after me that she's on her lunch break, I'm afraid lying is a way of life for this particular letting agency so don't use them, as you are able to see, no response from Pinnacle over this matter as yet
UPDATE:
Thank you for the response below to my complaint, however, I still haven't received an answer to the blatant, very distressing and illegal behaviour that took place when battling to claim back my bond.
Using photos taken a year before I moved into the property as photographic evidence for MY inventory is fraudulent and against the law. I feel that you are skipping over this issue and not addressing this at all, you don't seem to understand the gravity or seriousness of the situation.
I look forward to hearing back from you over this situation
Tenant
17th Jan 2020 (5 years ago)
G Johnson
I viewed a really nice property and everything was agreed but some snake managed to take that it away from me.
17th Jan 2020 (5 years ago)
H Griffiths
Now providing fully equipped serviced apartments from one night to long stays
16th Jan 2020 (5 years ago)
S Griffiths
Provides houses and apartments to rent from one night to twelve months
Landlord
16th Jan 2020 (5 years ago)
Pinja
The property looked really good on video I received. However when I arrived there, in reality, it was the most horrible, disgusting property ever. Also the communication was really bad and it was a real pain to get my money back. Definitely don't recommend!!
24th Dec 2019 (5 years ago)
M Read
The only good, honest agent in cathays.
13th Dec 2019 (5 years ago)
Y alsaaadi
It was the worest offce.
22nd Nov 2019 (5 years ago)
A Mercer
I use Pinnacle to book apartments in Cathays when I am there for work. They are always reliable and helpful - speedy replies and very good at fixing things ASAP if needed - and the flats they let are a great standard! Would highly recommend.
Tenant
1st Nov 2019 (5 years ago)
D Phillips
If I could have left no stars I would have. Do not use this agent, they are terrible. I was the guarantor for my sons tenancy which finished at the end of July 2019. It is now 10 weeks later and after telephoning and emailing them they have not replied to me once and are still holding the deposit. The property was filthy when he received the keys and there were many maintenance and safety issues with the property which were reported to Pinnacle and most of which were never dealt with or repaired. He was unable to move in for the first month due to the state of the property but still had to pay the rent. The property was left in a better and cleaner condition than when he picked up the keys. AVOID THIS AGENCY at all costs, they are a disgrace, they haven’t even confirmed that the deposit is being held in a tenancy deposit scheme.
Tenant
4th Oct 2019 (5 years ago)
Y Sali
Good Service and Polite Staff
29th Sep 2019 (5 years ago)
A Hall
I am still in the process of trying to get back my deposit since July! I have had no updates or information on possible deductions... nothing! Every time you call them they just say that they'll ring you back and never do, they've never responded to an email either. The most worrying thing has been that when we checked the deposit protection scheme website, it looks like none of our deposits has been paid into it which is illegal! It's scary that we don't know where our money is! The problems don't just stop at getting our deposit back, there was also no support during our tenancy either. We complained multiple times at the landlord coming into the house and entering our rooms with no notice and nothing was done! We also complained multiple times to say we had mice ( noticed right from the start of the tenancy) and not once did anyone do anything about it! I would tell anyone to avoid this letting agent and also to advise the council to look into their dodgy practices. It's disgusting how they treat their customers/ tenants and expect them to live in below standard properties, withholding money from them with no explanation or reason. I understand this is a busy time for them but in my years of renting, I've never known this to happen!
Tenant
23rd Sep 2019 (5 years ago)
H Howard
Originally this had been a 5 star review. How wrong was I? So things started out well staff was friendly. But as soon as we left we didn't hear a thing currently I've been fighting for two months to get back the money I was told I'd get back in 7-10 days.... It's been 40. I cannot stress this enough but avoided Pinnacle at all costs.
17th Sep 2019 (5 years ago)
V Bligh
I have rented through 7 different agencies in my life and have never been treated as badly as with Pinnacle. They are unresponsive through email and tell you to email when you call so communication is impossible. They even altered dates on photographs for their closing inspection of the property, with dates 3 days in the future from when the inspection summary was sent by email! No morals - especially worrying considering the number of students renting off them. They took our money, left us with maintenance issues in the house that they never managed to fix in the year long tenancy. They deemed the house in generally good cleanliness throughout on closing inspection and still billed us for cleaning without providing a receipt. They have no escalation process for complaints. They have no process for disputing their closing inspection charges other than complaining to the deposit protection agency. Avoid avoid avoid. I didn't listen to the warnings because I was fooled by friendly staff as a prospective tenant. Once they've taken your money though it's a different story. They also asked us to leave a positive review after signing with them and gave us a gift bag as a thank you. Don't trust any positive reviews!
Tenant
12th Sep 2019 (5 years ago)
C Grant
Pinnacle started off as a great company - the house looked great and the staff seemed friendly. However, over time cracks start to show in their service.
When we moved into the house half the inventory was missing - including a vacuum cleaner, meaning we had to drag hoovers from home about 4 hours away just to clean the carpets! Despite phoning them about the issue they did nothing, and then had the nerve to charge us when we moved out to clean the property!
Contractors who were sent to our house were completely unprofessional - they turned up unannounced during EXAM season to repaint the walls in the kitchen and redo one of our bathrooms (banging away at tiles at 8 am every day for 2 weeks!!!!). I just had an operation and couldn’t go to the library, so I had to sit listening to that banging whilst trying to revise - they gave us no warning that work was being undertaken and that they were completely ripping out the bathroom and redoing it because if I’d have known I’d have stayed at home instead of being disturbed by them during a really important time! Contractors also left inappropriate messages scribbled into the dust left over from paint, such as “slag” and “slut” which I have photo evidence of. We were made to feel extremely uncomfortable in our home and it was a really unpleasant experience.
Since moving out, I have sent pinnacle an array of emails about the deposit which have all been ignored. The only time they replied to one email was when I phoned them to ask why they don’t reply and got frustrated with them. It took us 2 months to get the proposed charges back for the property. However, since then we still haven’t received the deposit back which we were promised would be returned in 7-10 working days. It has now been OVER 10 working days and I still don’t have my money back despite sending them countless emails and phoning them multiple times. I can guarantee if this was me not paying my rent they would not ignore us for this long!
I am absolutely appalled by this company and I advise everyone to NEVER rent with them. I rely on the money I spent on my deposit as a student and I can’t believe they are allowed to behave like this - we might be students but we don’t deserve to be treated like idiots. They’ve broken TDS guidelines by not giving our deposits back within 10 working days and I’m sure this won’t be the last time! Steer clear!!!!!!!!!
Tenant
10th Sep 2019 (5 years ago)
A gill
Do not go near them. One of the most shocking companies I have ever experienced. Problems we had took an unbelievable amount of time to be sorted out, no matter how many times we contacted them during the tenancy about it, some things were never even sorted (~30 mice, I'm looking at you). The workmen they sent in were rude and walked into our house without even knocking or announcing their presence. My room got repainted whilst I was away and no coverings were out down so my stuff ended up covered in paint splatters and dirt. Not to mention, it is now 2.5 months since we moved out and after contacting them on 7 separate occasions, we still have no word on receiving the deposit back, despite this being a breach of the tenancy deposit scheme standards agreement, and all correspondence since the end of tenancy has been extremely rude.
Tenant
7th Sep 2019 (5 years ago)
T Saunders
Stay away from this letting agency especially if your landlord is a Mr Sall. Our landlord didn't put our deposit in a deposit protection scheme which is illegal and it was only after he was reminded of this fact did he return the deposit from his own bank account, again very illegal. Not only this but he actually had the nerve to try to give me only half of it back even though he had acted illegally and it was not until I threatened to seek legal advice did he return most but not all of it.
Tenant
3rd Sep 2019 (5 years ago)
M Smith
Parents of University students need to be aware! Poor service from Pinnacle, ignore emails, ignore reported maintenance issues, hold onto deposits (still chasing deposits 2 months after moving out)- charge large amounts for minor damages. On visiting the agency poor customer service - agents can't be bothered to get off the seats to talk to customers! we had a issue with missing keys - pinnacle never ever found they key during the years let!
The only time you here from pinnacle is when the rent is due ! They make mistakes with that also chase you when you have already paid !
I have rented many student lets for my children I have never experienced such service either face to face/phone or by email but they want your money well in advance - other agents in Cardiff only ask one month in advance! BE WARNED ! They don't even deserve the 1 star
Landlord
30th Aug 2019 (5 years ago)
S Johnson
Friendly and helpful.
30th Aug 2019 (5 years ago)
T Jones
Terrible, even for a lettinbg agent! Closing inspection - No cleaning required, ... but wait deduction to bond for deep clean? surely a mistake? Pinnacles Justifcation? sometimes the deductions will not be based on the closing inspection, oh did i mention all of this took 2 months to tell us how much they wanted to deduct, hello, is that the ombidsman?
Pathetic
Tenant
28th Aug 2019 (5 years ago)
C Bailey
AVOID AT ALL COST! The most horrendous company that has ever existed, wish I could give it zero stars. Rented a property as a student with three other people at the beginning of last year. Once we were given the keys we went to the flat and found the whole flat covered in rubbish left from the previous people. Open bin bags, food waste, unclean bathrooms, unclean everywhere. Took two weeks for us too clear and to get it to a liveable state.
Though out the year we had many problems, we informed them that we had found mince living in our flat, filled out the correct forms several times and nothing was done. They provided no alternative form of rubbish waste so sometimes we had to wait 2 weeks with waste inside our flat. Whenever something broke, nothing was done about it. They tried to charge us for a lost key....we were only ever given three at the beginning of the year because the previous people lost one, between the four of us we had to juggle keys around everyone.
Since moving out the property, they have not given us our deposits back. We have sent several emails, and been in to see them, we have had ONE reply in the last three months which simply said here is the state of the house. Furthermore, when going into see them they were rude and horrendous and just simply said you will just have to wait. From the ONLY response we have had, they are trying to charge us with damages etc...we have left the flat in a better state when moved in AND repaired everything thought the year at our own expense in order to live in a liveable flat. They are the rudest staff ever, who simply couldn't care about you or the fact they are at work. We will be taking them to court, if deposits are not back and if they try to charge us for things, as we have evidence which proves them wrong.
WHATEVER YOU DO, AVOID PINNACLE
Tenant
9th Aug 2019 (5 years ago)
A Gerrard
Dreadful letting agents run by clowns.
Fraudulent- tried to make me pay money when I had previously paid my rent, I then had to prove this by providing bank statements which fortunately I had in my records. Staff attitude is abysmal, they never answer the phone and the poor admin team have the thankless task of feeding on these messages without them so much as getting back to anyone at all. I had to threaten to sue them to get back my deposit, they gave it back eventually but initially did not budge. Organisation dreadful, we asked for improvements to be made on our student house before moving in. None of this was done. Blamed asking me for money on a ‘restructure’ I threatened taking them to the ombudsman (I still might) and legal action and eventually they backed off. Incompetent, useless and dreadful. Please save yourself grey hairs in the future and avoid this bunch of clowns like the plague.
Tenant
25th Jul 2019 (5 years ago)
S Meredith
Worst letting agency I've ever had the displeasure of being with. Nothing fixed throughout the entire year, we had to wing it ourselves. Now after our tenancy they are charging us ridiculous amounts for things like a lampshade being off the light (which I took off because 6ft 3 and it kept whacking me in the head), £15. Then £45 for a screw being loose in a wardrobe, which is a wear and tear problem. These are just to name a few! Will advise everyone, especially students to stay clear of them. The last thing students need is these money grabbers making their lives even more debt filled.
On top of this they haven't replied to me in 3 weeks and have already taken the money. As I understand it though I'm not the only one being put through this, how are they still going?
Tenant
18th Jul 2019 (5 years ago)
M Walters
I'd advise any and ALL students in Cardiff to steer clear of this absolute sham of a letting agency who not only frequently lie - straight to your face but are basically un-contactable and just don't care as long as they get the rent money.
Me and four other students rent a house from them which is littered with vermin who have got through the shoddily maintained house and after many back and forth arguments are blaming the entire thing on us and furthermore accusing us of lying about details regarding the situation.
I for one will never ever rent with them again and will continue to tell any and all people looking to rent in the Cardiff area to STEER CLEAR.
Tenant
16th Jul 2019 (5 years ago)
G Feldner
As you will see with many of the reviews on here pinnacle are certainly a 1 star estate agents. They fail on every level from looking after the property adequately to remaining in contact with their rentee, with promises of call backs that never happen. It has truly been embarrassing for them to suddenly turn up during the last week and complain about the house after we have sent them a multitude of emails and embarrassingly they've only ever answer to one of them.
Additionally to this, I challenge anyone to give pinnacle a call and actually get through to the Department or person you want to talk to. I think I've managed about 37 calls in one day and managed to get through once. so anybody who's willing to take up those odds be my guest, but better than that AVOID PINNACLE.
Tenant
9th Jul 2019 (5 years ago)
M Huygen
Pinnacle was great at first when we originally found our rental home for the year- and now fast forward almost a year since I moved out, I still have not received my rent deposit back. I have emailed several different times to several different agents, NO response. There has been no communication as to how or when I am expected to get my money back- Pinnacle is a waste of time to deal with especially if you want parts on your house fixed, or YOUR own money back that was part of a signed document. They are not following their code for their agency, they are not professional and legally they have withheld the funds from myself and 3 other roommates.
Tenant
29th May 2019 (5 years ago)
J Varentsova
Absolutely terrible experience.They seem nice from the start, but then they are completely ignoring all the e-mails, never resolve any issues and say they will be resolved later(mould problem, heating problem), after “a while”.All my room was covered in mould, and it could get down to 5 degrees.
Complete arrogance and ignorance towards the tenants, at the same time when you did not pay the rent at the right time, they are able to do everything to get it from you, but they were silent for months and always told me to wait until they “pass the information to the next person”. I asked what can they do about the cold temperature in my room, they said they can’t do anything since my room is located at the backyard.None of our other problems were resolved as well (broken tap)
I am surprised this company and people are not in jail yet.
Edit:
They have a better service now. Got answers for the e-mails, and refund for a dehumiditifier I ordered.
Tenant
20th May 2019 (5 years ago)
K Suleman
I wish I could've 0 stars. Please if you are thinking of letting from them do not, it was the worst decision I have made as a student in Cardiff and me and my flatmates have had a horrible year with them. We have had to get the council for them to remove last years tenants rubbish and a sewage overflow that took over the whole garden AFTER 7 MONTHS. Do you know how disgusting that is?? They will not fix anything without cancel involvement, we have rats and ants and all they sent me a bug spray link. Our boiler broke down and they said we should YouTube how to fix it??? You have been warned. Even if the property is attractive, you will soon find out why it hasn't been rented yet. If you're viewing ask the tenants who live there of their experiences, I would bet money it's negative.
Tenant
19th May 2019 (5 years ago)
A Frizzati
Disappointing service. I contacted them for an appointment to view a property. They called me the day before the view to double check I was still interested. But the day after, one hour before the appointment they called me to cancel because the tenants were not interested in moving from the property anymore. I planned a journey to view the property, they could have easily double check with the tenant the day before. Disorganised.
6th Apr 2019 (5 years ago)
A Toman
DO NOT USE!!! We have a student house with them. We reported mice in January, we have since emailed, texted, called and talked to them in person and they not only refuse to sort this major hygiene issue but they're just downright rude to us. We have had to resort to asking the council to inspect the house and force them to carry out the work they are legally required to do.
In summary they don't care about their tenants and will take advantage of everyone they can. We will be taking every action we can to have them legally held responsible.
Tenant
5th Mar 2019 (5 years ago)
J DS
Having rented with a few agencies in Cardiff, I can honestly say that Pinnacle were one of the best. Securing the property was straight forward despite not being in Cardiff at the time. They have a great online system for reporting issues and always responded promptly. Deposit fully returned at the end. However, we were also lucky to have a great landlord too which is important to note, but I would use Pinnacle again.
Tenant
26th Feb 2019 (5 years ago)
N M
The most incompetent and unhelpful letting agents I've ever had the misfortune of being with, and I've been with some terrible ones. Any communication has to be reinforced with daily reminders and even then they can't do their job properly. We spent weeks without a working boiler in the cold despite constantly BEGGING for them to help us. Cheerful staff seemed nice at first but must just be a strategy to deter (rightfully) angry customers.
Tenant
12th Dec 2018 (6 years ago)
E mayger
If I could put less than a star I would. They repeatedly lied about getting work done they would repeatedly say someone will call you later to confirm whatever it was you were asking for however never once were we called back by them. They left us in winter for 6 weeks with no boiler and therefore no hot water and only put us on the urgent list for this a month after the original complaint. Even our landlord thought they were they were useless and moved over from pinnacle to cps oh and just to top it off they have owed me a month's rent for a week and I have called 5 times and each time they say its being sorted and someone will call me back but no one has and I'm stilled owed the money. They have absolutely no regard for your living standards and are two faced liars and so never ever let with them.
Landlord
12th Dec 2018 (6 years ago)
Anonymous Tenant
I would not recommend this estate agents to anyone. Me and my friends rented one of their properties last year, and the first thing was the house had not been cleaned at all (not even hoovered) by August 1st when we moved in. We complained multiple times about this, but their only excuse was that they had been charged by the cleaning company, therefore in their eyes it was clean, even though they could see themselves it was not. When we left the property, we had cleaned the house and left it in a much better state than when we moved in, and they proceeded to charge us £200 for not cleaning the house!! There were many other incidents throughout the year, for example our shower broke and they didn't send anyone round for a whole 2 weeks to fix it; there were ant and slug infestations; mould on the walls, honestly the list is endless. When it came to giving us our deposit back, they charged us £257.50 (£200 being the cleaning I've already mentioned). The rest of the money was mainly for damage that had been there when we moved in, and missing objects that again weren't there when we moved in! We were charged for a missing desk in one room, that had actually been chucked outside when we moved in, and pinnacle actually asked if we wanted them to remove it for us, so they knew we never had a desk to start with!! Their service and the way they treat tenants is disgusting, and I would strongly advise to anyone not to go with pinnacle, they are not worth your time and money.
Tenant
5th Dec 2018 (6 years ago)
M Long
I would not recommend this estate agents to anyone. Me and my friends rented one of their properties last year, and the first thing was the house had not been cleaned at all (not even hoovered) by August 1st when we moved in. We complained multiple times about this, but their only excuse was that they had been charged by the cleaning company, therefore in their eyes it was clean, even though they could see themselves it was not. When we left the property, we had cleaned the house and left it in a much better state than when we moved in, and they proceeded to charge us £200 for not cleaning the house!! There were many other incidents throughout the year, for example our shower broke and they didn't send anyone round for a whole 2 weeks to fix it; there were ant and slug infestations; mould on the walls, honestly the list is endless. When it came to giving us our deposit back, they charged us £257.50 (£200 being the cleaning I've already mentioned). The rest of the money was mainly for damage that had been there when we moved in, and missing objects that again weren't there when we moved in! We were charged for a missing desk in one room, that had actually been chucked outside when we moved in, and pinnacle actually asked if we wanted them to remove it for us, so they knew we never had a desk to start with!! Their service and the way they treat tenants is disgusting, and I would strongly advise to anyone not to go with pinnacle, they are not worth your time and money.
Tenant
5th Dec 2018 (6 years ago)
H Porter
Dreadful company. Water comes in the roof, our cooker gives dangerous electric shocks, our doors don't close, the heating doesn't work, they locked us out of the flat by mistake over Christmas without even an apology, they turn up without the legally required warning, and they ignore all emails/ phonecalls/ messages, so there's no way of getting anything done. A complete disgrace.
I've rented many flats from various agencies but these are a whole other league awful illegal and dangerous incompetence and neglect.
Tenant
26th Nov 2018 (6 years ago)
A Bia?a
The worst agency ever, avoid! Stealing money from tenants is what they do on a daily basis. They're also good at ignoring tenants' emails and refusing to help tenants at any cost, even when you have evidence you're right. -100/10. Wouldn't recommend. Wouldn't do again. To be honest I wouldn't recommend renting a house/flat from majority of agencies as they all are the same. I only have had 1 really good agency in my life and it definitely wasn't this one.
Tenant
8th Nov 2018 (6 years ago)
J Ling
Exceptionally terrible service. Strong reason to believe they are an intentionally fraudulent agency. We rented the place for a year and Pinnacle deducted £750 from our combined deposit of £1125. We were extremely unsatisfied as Pinnacle's claims for the deposit deduction were completely untrue and lacked any evidence whatsoever. We escalated the case to an arbitrator, the 'Tenancy Deposit Scheme' and were awarded our full deposit back. Shame on them! They think they can cheat students just because students are generally more vulnerable. This is a not one-off incident as another friend of mine also had her deposit unfairly deducted but unfortunately, had no evidence to refute Pinnacle's baseless allegations. Warning to all students in Cardiff!
Tenant
3rd Nov 2018 (6 years ago)
D McD
Brilliant, if you'd like to move into a sub-standard property filled with the previous tenants' refuse, a blocked drain and an unusable bathroom.
Pinnacle also failed to provide any kind of necessary property maintenance throughout the tenancy in a timely manner. We were left without gas hobs for over three months, a partially collapsed ceiling for a month and many more. Contact me if you'd like any more property images.
Tenant
10th Oct 2018 (6 years ago)
A Arundel
They make all the right noises about dealing with issues but don’t do anything at all. Not very professional. Would not recommend
17th Jul 2018 (6 years ago)
B Lewis
I had a great experience with pinnacle in the two years I was with them. Honest viewings without hyperbolic upselling. No-stress signing process. Prompt maintenance. They also have gone out of their way to help me with an issue I've been having with my moving out of the property. The first agency in my 5 years in Cardiff to treat me like an actual human being, rather than a figure on an accounts sheet. Oh and freebees! :)
Tenant
2nd Jul 2018 (6 years ago)
R Howe
If you’re a landlord DO NOT USE PINNACLE. They do not reply to emails, phone messages and lie to tenants blaming you for their incompetence. No professionalism. Complete dishonesty.
Landlord
1st Jun 2018 (6 years ago)
C Williams
I lived in a Pinnacle home for just over 5 years. The people ranting on here are quite frankly "up themselves". Cardiff is a City - all homes are old, all drains, electrical wires etc are old. All homes have rodents under them and whom will make a special guest appearance at some point in the year. Rented accomodation in other Cities are bound to have the same problem. When you report a problem to Pinnacle you will be dealt with eventually but you must wait your turn because many other tennants will have reported the same type of problem. To say "I'm paying £600 a month to live in a dump"... well, no. You are paying £600 a month to live in Cardiff in the only place you can afford. If you have the money for better good luck finding anything at all.
It very much irritates me that 1st year University students commit to their 2nd year accomodation MONTHS before knowing if they will be allowed back for a 2nd academic year. A tennancy agreement is a legally binding contract; dont expect a refund on something you have paid for prematurely. Anyway, there are many homes available all year round but deep into the winter availability is at a minimum.
As for the rant from the people who want their bond back NOW, same as a pay rise, what makes you think you are automatically going to get it back? It is discretional.
One final thing - people say "the landlord is a rich conman getting loads of rent but spending nothing on improvements". I know one landlord in a "all bills included" home made a LOSS and increasingly landlords are quitting the sector because of such costs the tennants know nothing about.
Hole in my ceiling? Broken radiator? So what? I need to live in Cardiff for work purposes. It would be silly to quit a unsatisfactory Cardiff home and return to my family home in a rural town where there is no employment opportunities. Keep up the good work Pinnacle; you try your best but dont receive the recognition.
Tenant
14th Apr 2018 (6 years ago)
S G93
Was promised a flat 7 weeks before moving in i paid the bond and agent fees, I then had a phone call 7 days before moving in that the landlord has changed his mind now, I sold some of my things coz I was promised a fully furnished flat but now have to look for something else, I see there still working with this landlord because they posted the flat back online with there company, I would never use these again wasted alot of my time and lost out alot of money don't be fooled what they tell u here!!!
5th Apr 2018 (6 years ago)
M McLucas
Very smooth and stress free renting.
Tenant
23rd Mar 2018 (6 years ago)
M hayball
I have been at my present address since November.
So far they have shown flexibility and understanding in my changing Circumstances that arose as a result of my previous letting agents being so unhelpful.
They have carried out repairs as expected and communicated everything to me without issue.
I hope this continues and I may give them the 5 star if they continue this way.
Edit:
Although service during tenancy was good. I feel let down by the team responsible for return of bond. I will update further at a later point giving a detailed breakdown of issues regarding return of bond.
FYI ensure to raise a dispute with the TDS within the 3 month time limit otherwise even if you're a day out they will refuse all support leaving you at the mercy of the agent.
Tenant
6th Feb 2018 (6 years ago)
Nia
Friendly, helped us find the perfect house for university!
31st Jan 2018 (6 years ago)
F Williams
friendly and efficient
29th Jan 2018 (6 years ago)
R Williams
I am a landlord of four houses with Pinnacle, and I find them a professional and pro-active company with friendly and efficient staff and am happy to recommend them to potential landlords.
Landlord
26th Jan 2018 (6 years ago)
S Watkins
Poor record keeping. Friendly staff but complaints are often ignored or forgotten about.
14th Jan 2018 (7 years ago)
N Read
I moved out of my flat with Pinnacle at the end of November and to be fair they were excellent throughout. The flat was clean and tidy when I moved in, just a bit of dusting to do which is the norm. I had an a small issue with the boiler which was fixed within a two days(as the contractor had to order parts) and a blind broke which was also fixed within two days.
I found their check out process very thorough and everything was photographed before and after so there is no discrepancies. I also received my full deposit back which is unheard of in this day and age.
Staff where always friendly and helpful, and always happy to help. Couldn't recommend them more.
Tenant
4th Jan 2018 (7 years ago)
T Bending
Relaxed and welcoming environment in the office, lovely selection of complementary bevies and sound, professional advise.
14th Dec 2017 (7 years ago)
R cook
The agency was very helpful and the staff were extremely kind and lenient.
14th Dec 2017 (7 years ago)
G Jones
I have dealt with Pinnacle over the last 8 years and found them to be very professional and honest. Always try to do the best for their tenants, landlords, and customers in general.
13th Dec 2017 (7 years ago)
I Fesnoux
Reported mould in September, now mid November, nobody has arrived to fix our problem even though we have been told a contractor was coming, mould in a majority of the rooms of the house, very poor service
Tenant
22nd Nov 2017 (7 years ago)
M Knight
Bad experience with Pinnacle. Customer Services are shocking!
14th Nov 2017 (7 years ago)
N Shadow
Good for family housing, friendly staff
28th Oct 2017 (7 years ago)
M Carvalho
Worst company , all pampered with their site and leaflets and professional uniforms , don't get a house through Pinnacle !!!
Terrible service , dirty home they are so so Unprofessional !
Started paying rent in July but would actually move in end of September , end of September when we moved in everything was so dirty , broken and rundown , its not about the house but about who are so bad at doing their duty around the house !
Phoned them over and over again sent them emails and they did nothing !
STAY AWAY FROM THEM , I guess the only good reviews are written by friends of theirs !
Tenant
25th Sep 2017 (7 years ago)
Ferg
Recently rented through pinnacle, turned up to my new house only to find it unclean and stinking of smoke. Mattresses unusable, appliances broken and fire alarm out of reach and constantly beeping. All this took them nearly two months to start sorting out, I would not recommend them to anyone, student or otherwise.
Tenant
14th Sep 2017 (7 years ago)
M Collins
Absolutely rubbish Letting Agency. House wasn't cleaned on arrival and so much rubbish, really poor condition and not helpful staff. Moved out of the property in June and we still haven't received deposit back (total paid of £2208 between 6 of us). Wouldn't recommend them for any reason at all.
Landlord
11th Sep 2017 (7 years ago)
I Edwards
Pinnacle is definitely the worst company I've ever come across. If you choose to sign with them don't expect replies to your emails and if you choose to phone them they say 'we'll get back to you later today' and they never do, no matter what the issue is.
The property its self was in a state of disrepair. My handy man told me to contact him directly as he knew pinnacle are too incompetent to deal with the issues. For 3 months of the tenancy one of the rooms had water coming through the ceiling. Of course pinnacle did nothing to help this problem for 3 months which meant one of the tenants (not me thankfully) had to find alternative living arrangements for himself and all his belongings. This cost a lot of money and pinnacle don't except any responsibility for this and aren't willing to give any of the £1020 spent on the rent for this room back to the tenant.
Another issue we had was mould and damp, which meant we all became ill and despite being asked many times to do something about this pinnacle did not.
For the final month of the tenancy one of the two bathrooms had mould all over the walls to the point where is was black and you could see the white paint, also the shower was broken completely. Pinnacle told us that we all should share the other bathroom as it's only a month. No regard to our actual needs what so ever. Also no money was given back to us over this issue.
After all these issues we had over the year tenancy they still decided to deduct a considerable amount of our deposit. It also took them 7 weeks since we moved out to show us these charges. We of course disputed these charges which should have been very straight forward as all the evidence pinnacle provided was dated to before we moved in and a lot of the things they were trying to charge us for, they didn't provide any evidence. We also had photos of everything to prove that they were completely wrong.
Once we started disputing it, Alex Forse, the person dealing with our dispute took a two week holiday. Although some members of the team told us he was ill and others said he was on holiday so we're not sure what to believe.
To actually get any information from them we had to phone and email everyday for weeks (not exaggerating at all).
Also visiting the office didn't help any of these issues. Over the phone they tell you there really busy and when you visit the office they're chatting listening to heart fm with some douche bag puffing on a vape in the corner.
I could go on more than this about every little detail which makes this company awful. By all means never sign with them!
I've got a new flat with JNR Properties who have been amazing. Any issues they send a trained professional over the same day. Increble service when to my knowledge there is only 3-4 in there office. A breath of fresh air.
Pinnacle you can suck it.
Tenant
6th Sep 2017 (7 years ago)
C Jones
On the first day of moving in, the house was not cleaned and there was a Pinnacle employee still checking the items left behind; the place was filthy and it took us a day or two to clean.
The garden/patio had broken glass and nails littered through it and the kitchen ceiling had a leak from the upstairs bathroom; I have pictures of the problems. Pinnacle did not respond quickly and stated that there was no broken glass or nails in the garden when they turned up - however they actually cleaned up part of the nails. I still found more after their visit.
There was mold and damp; they simply stated there was a dehumidifier in the property and it took ages to get the mold sorted. They do not seem to be monitoring their contractors as he told them he repaired it but no one had turned up!
Now it's time to get our deposit back and they have well passed the 10 day limit. I asked for a call 1 week ago and they still haven't got back to me. I called today and have had to request another call back. I do not feel confident in how they will handle our deposit so waiting to hear their response.
Their house was filthy on arrival and I do expect the full deposit returned.
Update 09/08/2017
The last response I received was an e-mail from them on 18th July 2017 stating they were uploading the closing inspection document and would be reviewing it. It has taken almost 3 weeks to get a closing inspection document and 3 more weeks to review it. This is unreasonable.
Update 03/09/2017
Finally had a reply on 16th August, they didn't review the inventory and made £170 of charges. We have had to argue to drop this down the £45 and they are still trying to charge us for cleaning (£20) and a broken cupboard (£25) that isn't broken. Still not resolved...
Tenant
3rd Sep 2017 (7 years ago)
S loveitt
Hi,
I have been trying to reach pinnacle through various emails over the past few weeks with no response at all.
I had tried calling but get no answer and no call back. I have been told that someone is looking into looking at my case and still have had no response for weeks. I moved out 3 months ago and am still waiting on even an update to my deposit.
I don't know how you expect people to wait for extended delays with such poor service.
It is understandable that you will be dealing with many deposits at this time but it is up to you to provide that service which you get paid a large enough agency fee to higher/train staff ect.
Renting the house itself over 2 years from you was unbelievably stressful (no safety checks, an oven which has been listed as a cleaning cost although it never even had a plug attached) I at least thought you would be able to deliver on one of your responsibilities.
Please could you get back to me with a response by email to update me on what’s happening with my deposit and not just cover this review with the fake reviews you have been adding on occasion.
Thanks
Tenant
31st Aug 2017 (7 years ago)
D Elyse
Pinnacle has helped me and my four other Canadian roommates find our home for the next year! I have never had to find a place to live before, and I was feeling stressed, overwhelmed, and nervous. The second you walk into their office, you are offered tea, coffee, water, or whatever else you need. Everyone is friendly and seemed eager to help us get situated. I was instantly put at ease when the first agent was excited to help us. The next day, the agent was just as helpful and answered any of our seemingly dumb questions. Everyone we have come into contact with has been friendly and wonderful to work with. They have really gone the extra mile to help out the group of five!
Tenant
27th Aug 2017 (7 years ago)
B Hinton
Friendly and helpful staff, we were in best interest the whole process.
25th Aug 2017 (7 years ago)
F Powell
My experience so far has been great. I've just put down my letting fees and feel as though pinnacle helped us to solve any problems we came across. I've not dealt with the maintenance side yet but I'm hoping it's just as good :)
Landlord
19th Aug 2017 (7 years ago)
R Orozco
Quite a let down - I've just pasted the email I've had to send their deposit team. I'm pretty sure many others can agree to this:
Hi,
I’ve been trying to reach this department through various emails over the past few days with no acknowledgment or response whatsoever.
As a result, I’ve tried to call through to speak to someone to then be told that you were not available and that you will “call me back”.
If I’m honest, I’m quite sure I will not get a call back from you so please could you at least have the courtesy in confirming that somebody is looking into my deposit queries for me?
I have moved out over a month ago and I haven’t got a clue what’s holding this process up. As I’ve relocated to another city, I’ve counted on that money to help me with my move so this delay is putting me in financial strain.
There’s no point in threatening you with any legal action as I know it will just simply elongate this process. It’s a shame that once we leave your company, the level of communication and customer service becomes even worse than the little bit you had during my tenancy. I’m pretty sure that if rent was missing, there would be people around the clock trying to call through and charging throughout the day.
Deposit team - I’ve tried to be understanding as I know your job must be stressful at this time but I think this has now become unreasonable.
Please could you get back to me with a response in writing to update me on what’s happening with my deposit.
Kind regards
Ronny
Edit: A representative has since then been in contact and has paid me back the deposit in full.
Tenant
16th Aug 2017 (7 years ago)
C Puiu
Moving houses is not only difficult physically, but emotionally as well, as it's always a major change.
I am extremely happy to have found Pinnacle Lettings for my move. My agent, Will, has made the entire process simply delightful. He's been very helpful, encouraging and friendly. I cannot praise him enough. In a cut throat industry, he managed to make my transition into my new home a fun and friendly experience. Thank you Will, and thank you Pinnacle for my beautiful new home, my little nest!
Yours,
Claudia
Tenant
15th Aug 2017 (7 years ago)
A Turnbull
Unsecured property, broken locks, cracked windows, unhygienic had not been cleaned, sat for 4 hours with no response and nowhere to store my possessions. I have a paid hundreds of pounds hiring a man and van to move my stuff down today and the property is nowhere near fit to move in. IT IS BEYOND A JOKE! Now I'm stuck here all your offices have closed on me the helpline is more like a hold line stayed on hold for over an hour. YOUR COMPANY HAS ABANDONED ME AND MY STUFF IN A DIFFERENT COUNTRY YOUR COMPANY AND ITS PRACTICES A SHAMBLES AND I WILL BE REQUIRING COMPENSATION AND A FULL REFUND
Tenant
1st Jul 2017 (7 years ago)
G rodenhurst
Terrible customer service. Maintenance requests are ignored, phone calls not returned, fees and costs are very expensive. Avoid at all costs
19th Jun 2017 (7 years ago)
M Burda
DO NOT RENT FROM THIS AGENCY. Not even worth 1 star. Had nothing but issues which are yet to be resolved since complaints first went in in October, it is now May. Will was very helpful at the start, and is lovely every time we go into the office, but still NOTHING gets done. House wasn't cleaned before we moved in, still had rotting food in the cupboards, fridge and freezer among so many other issues, there are too many to type. We have had so many issues and even though, as everyone in the other reviews seems to also have been told to do, we have contacted Charlotte Redding so many times and still we are obviously being ignored until our tenancy runs out and they can get rid of us. AWFUL AWFUL CUSTOMER SERVICE, AWFUL RESPONSE TIME AND CONTENT AND AWFUL COMPANY. AVOID LIKE THE PLAGUE.
Tenant
20th May 2017 (7 years ago)
A Ifham
Absolutely horrendous service feeding into landlords and not providing the said service for the tenants. Would not ever recommend them to anyone else. Please avoid.
Tenant
16th May 2017 (7 years ago)
A Rice
The only reason I've given this two stars is due to Will (I'm fairly sure that's his name) who works in the Cardiff office. He seems to be the only employee who cares/listens - the man deserves a pay-rise/to work in a different company.
My main issues have always been with repairs. I reported a broken toilet seat which was never fitted properly last August (9 months ago) which needs someone to come in and replace it as it's built into the bathroom cabinets (hence why I can't do it myself). Around the same time I reported that my built in wardrobe doors were not attached; I discovered this after they almost fell on me, the weight of them resulted in my heavy duty plastic bin being smashed to pieces (I include this because, had it landed on me, I would have been injured). Since then, we've developed large CRACKS in our windows and the plaster in the ceiling of the living room has completely crumbled away due to damp. NONE of these things have been repaired. Time after time we've had promises of a repairman coming out, but nothing ever happens. My main worry now is that we won't get our deposit back in June/July because none of these things have been fixed - especially after reading other peoples reviews! This is completely unacceptable.
However, in July, I reported that our front door didn't have an handle on the inside. This was an obvious fire hazard and THAT was repaired in a matter of days. It seems like they'll repair the things that could result in them being reported to the council, but nothing more.
I've been into the Cardiff office in person so many times and still nothing. I've phoned, I've emailed, I've used the online maintenance reporting form - still nothing. I will say, kudos to Will - he even came to the flat himself to try and fix the toilet.
I'm never renting from this company again - in fact, I've decided to rent from a private landlord after this because of the experience!
Tenant
12th May 2017 (7 years ago)
T Stoddart
Very helpful agent Jerome showed us a great place and answered all queries we had. After we decided to take the place we were shown exactly what to do quickly and efficiently. Would definitely recommend.
Tenant
21st Apr 2017 (7 years ago)
??
Terrible!!Terrible service!!
25th Jan 2017 (7 years ago)
R Davies
Have looked at a few houses with Pinnacle and due to sign a contact on one soon. So far service has been excellent with the staff all being really friendly and they have been really helpful. Fingers crosses this continues.
20th Jan 2017 (7 years ago)
N Bowen
Have looked at a few houses with Pinnacle and due to sign a contact on one soon. So far service has been excellent with the staff all being really friendly and they have been really helpful. Fingers crosses this continues.
20th Jan 2017 (7 years ago)
I Airín
Great staff, very helpful. Helped me find a flat were dogs are allowed and also allow my dog to come inside their office when I have to go there
Tenant
13th Jan 2017 (8 years ago)
G Shepherd
Deposit not returned. Moved out on the 31st June and it's now the 16th of September. Attempts to contact this company prove fruitless and I can only advise one thing: A-V-O-I-D
Tenant
16th Sep 2016 (8 years ago)
S Halliday
Please do not rent with this company, if you can help it. They are helpful until you get to the end of your tenancy and have to get your deposit back. Our tenancy ended on the 30th June this year. We paid around £700 for our deposit, and naturally were keen to see how much we would get back. Pinnacle tell you that you should hear something by the end of July, as obviously a lot of people are moving out around this time and it's quite busy for them.
They did our closing inspection on 5th July, saying everything was fine, nothing too much in the way of cleaning/repairs had to be done. To be honest, I think we left it in a better condition than we found it (but I guess a lot of people say that!). We then emailed a couple times asking about the deposit, to which they said we would hear back in due course. It got to the middle of August, and we had to send them a Facebook message to try and get some sort of update. On 19th August, Charlotte Redding (head of deposits) emailed us finally with an answer. Apparently the landlord wanted to take more or less 100% of our deposit for cleaning and repairs. This was of course totally ridiculous. Nothing was broken or dirty enough to warrant £300 cleaning work (the closing inspection had even stated it was clean). We understood the oven needed to be cleaned, so expected some deduction for that. They also tried to charge us for something that had previously been fixed while we were living at the flat.
It has been over 2 weeks since we replied to Pinnacle, telling them of our dispute. Since then, we have emailed and sent Facebook messages, but haven't even had an acknowledgement email back from them. The guy on Facebook did say he would pass the message along, but so far we've heard nothing and are lucky that our deposit is with TDS so we can dispute it with their help. I didn't really want to leave this review but feel like we have to, to warn people and to maybe get a response from Pinnacle.
To be fair, we had no other problems while living in the flat. It was very nice and I would want to live there again, but maybe with a better agency (also maybe with any agency that don't charge a ridiculous agency fee). If you look at other reviews on Facebook and Google you'll find similar reviews about their service. They seem to be able to reply to Facebook and Google reviews, giving the appearance that they are trying to help, but they don't seem to have the time to reply to our emails.
Pinnacle, if you see this review, please don't ask me to email Charlotte as we've done that. Please just reply to us. Again, I do understand it is a busy time for estate agents with students moving in and out, and I know sometimes it's like landlord that can hold things up, but I find it quite rude that we can't even get an email of acknowledgement.
**edit - Pinnacle replied to me, which was nice. However it's been maybe 3/4 days, and I still haven't had my email. No surprise.
Tenant
9th Sep 2016 (8 years ago)
C McGowan
Disgustingly unprofessional, house in a state of a repossession rather than a rental, avoid this agent at all costs.
5th Sep 2016 (8 years ago)
P Smith
Friendly, good customer service, on your side, knowledgeable and helpful staff, efficient at sorting out issues, easy to contact, reasonable agency fee, quick deposit return and good at keeping you up to date.
If any of these are things you would like from an agency, I'd suggest you don't rent a property with Pinnacle Letting Agents. Pleasant until they get your money and then absolutely useless.
*Reply to comment below*
Hi, thank you for your response.
Charlotte Redding is supposedly dealing with the return of my deposit. I have emailed her but it's been 2 weeks without a reply so far.
Tenant
4th Sep 2016 (8 years ago)
J Muldoon
Honestly discracefuly. Countless emails, calls and visits to the shop ignored regarding where our deposit has gone.
Furthermore on moving in to the property it was absolutely disgusting. Everything was filthy, there was mould, dust and stains on nearly every surface- which for a flat marketed as being for Postgraduates or Professionals was very disappointing. Not only this but the flat breached safety regulations by not having a fire alarm (which was noted in the inventory but no action taken). The fire door to the flat broke and was not properly fixed. The washine machine broke and was not fixed.
Avoid at all costs.
Tenant
31st Aug 2016 (8 years ago)
J Carruthers
After receiving an email saying I would receive my deposit back with 5-7 days, three weeks later and numerous phone calls, which aren't returned, I am still waiting to receive my un-disputed deposit back!
If you want your deposit back at the end of your contract I would suggest you use another letting agency!!
Tenant
29th Aug 2016 (8 years ago)
George
Do NOT use this letting agency! You will struggle to get your deposit back, and you'd be lucky to receive half of it back regardless of the condition you left the house in at the end of your tenancy. The staff are lazy, unhelpful, and are completely disinterested in any issues that the tenants may have. They continue to use landlords with a proven track record for refusing to invest money into their properties for necessary long term repairs, but instead use inadequate cheap short term responses so as to make profit off of students who will only be in the property for a year. Properties are shabby, overpriced and you will see nothing for the money you spend on rent and other charges that they spring on you. This is an absolute joke of a letting agency, use at your own peril.
Tenant
23rd Aug 2016 (8 years ago)
E Drew
Absolutely disgusting service, house was given in extremely poor state and was left for me and my housemates to clean before we could even move stuff in. Nothing was ever done quickly and took multiple phone calls, emails and even having to walk in.
Now after finally leaving we have not been given our deposits back or return our calls, even though house was given back in a better state than we got it. All they care about is your money. Id quite frankly rather live on the streets than have all the stress they cause us. Appalled and very upset, its difficult as a student to be able to afford to live and even more difficult when a lot of money that is righfully yours is withheld.
Tenant
21st Aug 2016 (8 years ago)
C Barr
the people who work for pinnacle are nice, though have no clue what is going on and quite frequently ignore emails they don't want to respond to. Even after we formally complained nothing changed with our property and we lived in a disgusting mould ridden house for 6 months with little to no indication as to what was being done in order to make the house liveable. I have finally moved out of that hell hole and the lack of communication continues as i have been waiting far to long to hear about m deposit, which i should have heard about "within the next couple of weeks" 2 weeks ago.
If you feel your life is too simple and you want some stress and drama than by all means choose pinnacle, otherwise look elsewhere.
Tenant
19th Aug 2016 (8 years ago)
D P
While I didn't have any major problems during the tenancy with Pinnacle the issues have since begun after leaving. I have been out of the flat for two months now and they are yet to return my deposit. I have not disputed the cost they have raised and I am attempting to contact them on what is now a daily basis and they continue to dodge me. I am now starting to feel like they have no intention of returning the deposit to me.
I strongly recommend going elsewhere as it would seem they are all smiles at the start but as soon as they don't have to deal with you any more the genuinely don't care. So before going into an agreement with Pinnacle ask yourself, can I afford to not have my deposit returned in a timely manner (or possibly at all) at the end of my tenancy agreement? As you may find it to be a hidden cost of your agreement.
Edit: You may now notice they have responded to my review stating they have been far too busy to return the money the owe me. I was told this a month ago and considering transferring money now only takes mere minutes this doesn't seem like a reasonable response in the least. Also once again ask yourself if the tables were turned and you found yourself too busy to pay your rent, would they accept that as a fair excuse or would they become quite threatening? Also I have been sending emails on a daily basis, how is sending another email to someone else a solution?
Tenant
11th Aug 2016 (8 years ago)
Fen
Im really surprised by all of the reviews here as a lot are so negative but in all honesty these have been so much better than horizon or kingstons. I stayed during my second year at uni and their policies are useful if you want to get out of the property or change contract unlike others which want to keep half of your bond. We never really had any serious problems at our house so i have no idea what they are like in those kind of situations, our power or water went one night and it took them a while to get it fixed like a day but this wasnt a ridiculous response time. The only advice i can give is that most student letting agencies are money grabbers and they never rally care once that contract is signed so play them at their own game keep evidence of everything, take pictures of any faults once you've moved in, email them aswell as call to keep a record. Id also wait until you get your deposit back if you want to slay their bad services on reviews. hope this helps someone.
Tenant
14th Jul 2016 (8 years ago)
P Martin
Wouldn't even give them 1*, absolutely terrible company!! drove up from Surrey to look at properties as I am relocating for work by the end of the month. I called the agent and they confirmed i could only see the flat the following morning which meant booking a hotel. The viewing was at 11.30, I turned up at the flat to find no agent, when i called they told me the viewing had been cancelled the night before and they hadn't contacted me to let me know!! total waste of my time and money as i could of driven home to be with my family. the agent promised to get the manager to call within the hour, still nothing 4 days later!!!
9th Jul 2016 (8 years ago)
L Peters
They held on to our deposit citing a £180 cleaning bill from a company that does not exist. After months of them not responding to our emails we got our money back through the tenancy deposit scheme
Tenant
17th Jun 2016 (8 years ago)
M Roura
Pinnacle don´t care about the costumer service. Completely agree with Stacey Price, we have been calling at least once a week since 3 month and the best answer they gave us was "We will call you back I promise" and never happened.
29th May 2016 (8 years ago)
S Price
Worsed agency ever!!! Will not fix roof, sort wooden floor out, damp is terrible... I could go on!! Unsafe for my kids! And nothin gettin done, ignoring my emails and phone calls..
Tenant
26th Mar 2016 (8 years ago)
R beardmore
Absolute farce. Trying to move from England to Cardiff. Viewed a flat. Was perfect. Was told on the Saturday I viewed it if I called Monday with reference fees etc it would be mine . I called Monday and it was given to someone else. The agent had told us he had no other viewings that day, yet girls in office said he had 8. We are disheartened as a work transfer is in place and our current tenancy ends in 2 weeks and we have nowhere to move to. It was promised to us and we were totally let down and by looking at the reviews we weren't the only ones let down by this company.
Tenant
11th Jan 2016 (9 years ago)
C Sutton
Awful experience.
Overcharged us for our deposit fine (which we managed to get £100 back so far), (they charged us £40 for 8 bin bags), completely ignored issues throughout the year and I strongly do not recommend going to Pinnacle Letting.
They do not always respond, they have ignored evidence and I have had to get the Tenancy Deposit Scheme involved due to their bias behaviour towards the landlord.
DO NOT go to PINNACLE LETTING.
Please go somewhere else.
Tenant
27th Aug 2015 (9 years ago)
E Edwards
Awful customer service, do not use!
10th Aug 2015 (9 years ago)
lauraburgess94
Appalling service! Reported many issues for them to not me resolved, even 10 months down the line despite being persistent. They dismissed all concerns, even with a leak in the roof they did not class it as an emergency. Would definitely not recommend this pathetic excuse of a letting agents.
24th Feb 2015 (9 years ago)
H Chawner
Seriously terrible!
Once they'd took our money we got absolutely no help from them. When we asked about putting locks on our bedroom doors they were totally unreasonable about it and told us completely different things from one day to the next.
The house we let wasn't up to fire safety standards however they overlooked important things like this, even when we pressed them on it they dismissed our worries and were extremely patronising and disrespectful.
When we told them viewings were inconvenient they went ahead anyway.
They were very slow to respond to any maintenance issues, much of what we said to maintenance inspectors got forgotten and when we met the landlord he had no clue about anything we'd requested.
Basically Pinnacle don't care about their customers at all. Don't give them your money.
Tenant
12th Nov 2014 (10 years ago)
R Anderson
Avoid this company, they will use silly reasons to justify keeping your deposit.
Tenant
17th Oct 2014 (10 years ago)
C Jefferies
It's been almost 2 months since the end of our contract and we left the property, yet they still haven't returned the deposit or responded to our calls/emails about it.
We've only received one email regarding the deposit in which the claimed total deduction was mysteriously £200 more than what their own list of charges added up to! Several phone calls later and they revealed it was a 'mistake'.
Every time we've called since to check up on the situation, they appear clueless and say they'll get back to us asap, then fail to do so (this has happened 5 times in the last 3 weeks!)
Tenant
17th Oct 2014 (10 years ago)
G Adam
I would recommend Pinnacle agency as they helped me in renting a property and have done timely support in moving in and out of the property. Although, I stayed for a short term their communication to me was very good.
Tenant
3rd Apr 2014 (10 years ago)
E Nackers
It's hit and miss with Pinnacle. I was with them for 2 years and you pay top of the range fees so you would expect great service but it is not always the case. The communication within the office isn't stellar so sometimes issues take a bit of time to get sorted and you will need to chase them for things or they will never get done. It all depends on who you get on the other side of the telephone/emails.
They were good at providing the inspection reports. They were also fair and easy to negotiate with in regards to the deposit and it was returned to me in an acceptable time frame. They were also good at notifying me when there was a problem with our rent due such as double payments or missing payment during renewal periods.
Some maintenance issues were not so quickly resolved however and some of our renewals weren't handled as smoothly as I would have hoped considering how much we paid for this service.
I wouldn't recommend them to anyone nor would I discourage you from dealing with them either. It's an acceptable service but I wouldn't say that it is worth the price you pay for.
Tenant
26th Mar 2014 (10 years ago)
M Smith
Avoid at all costs. If anything serious goes wrong with the flat (in my case, a leaking roof), they will a)not fix it, b)outright lie to you about sending someone over to fix it. They also do not provide an editable inventory, and communication within the office is terrible - my initial viewing was a half hour late because I was falsely told the agent would be meeting me at the flat, which was not the case. They also were completely incapable of telling me anything at all about the gas and electricity supply. I've not been here long and I'm already considering ways of either cancelling tenancy, or at least fixing things myself and recovering costs, which will most likely involve more days off work for legal action.
Tenant
4th Oct 2013 (11 years ago)
C MacInnes
I have used Pinnacle's services as both a tenant and as a landlord and have had a great service from them throughout. Their service is friendly, responsive and professional.
19th Sep 2013 (11 years ago)
J Jackson
Wonderful. The staff have always been extremely professional, thorough and helpful. They have always ensured that my property is filled without delay and are also attentive to the needs of the tenants. A warm and friendly company. In particular, I would like to thank Reema, Property Services Manager, for always being so engaging, available to answer any questions and ensuring that the property is managed smoothly and efficiently.
Landlord
22nd May 2013 (11 years ago)
A Bealing
So far my friends and I have not moved into our house let by Pinnacle but when dealing with the staff in Treforest they were all very friendly and helpful and always willing to help if we needed anything explaining or any queries. The main reason we chose to go with Pinnacle in the end was due to the woman who was dealing with us, she is lovely and it is sad to see her moving branches but she is the main reason why we chose pinnacle.
Tenant
22nd Apr 2013 (11 years ago)
A Mann
Truly awful, After being shown around around a number of places we finally chose one we wanted. We wanted a bit more information about the place and it took forever to get it (because of 'voice mail's we never receive and I highly doubt were even made). Then we call to ask if we can sign for the house, they take our fees and ask us to come down. Later that day we come down and say 'oh no, you couldn't have had the house, the landlords wanted students, we called you but left a voice mail'. We received no voice mail, no call, they took money from us on a house we could never have had. No communication or organization there, wouldn't even consider renting from there. It's a shame Google only allow a poor-fair option because they were far worse then poor.
2nd Mar 2013 (11 years ago)
J Tilbury
This year I have been living in a house let by Pinnacle Letting Agents. When initially searching for one last year we saw many properties with other agencies until me and my house of 4 decided upon this one which was of a much higher standard. Only round the corner from Pinnacle means that signing for and any problems that do occur can easily be resolved. We also have direct contact with our landlord which makes fixing problems even easier though to be honest we have been pretty drama free. The staff are always helpful and I think honest about how long processes can often take. I have also been in contact with Pinnacle about sponsoring the hockey club which has been a great success. Just before Christmas we ran a like campaign in which we gained a good amount of sponsorship to keep our club running. Overall we have a good experience and would recommend.
Tenant
29th Jan 2013 (11 years ago)
T Hawkins
Pinnacle seems to have a selection of the more up market and nicer properties in Cardiff. I was very impressed with the high level of customer service and personable conversation that I received. The staff was very pleasant and helpful and clued up about their business and the properties. The properties they showed me were ones that they knew I would possibly have an interest in thus they didn’t waste my time. I would recommend Pinnacle Letting Agency to any student looking to rent affordable and up to standards properties.
Tenant
20th Jan 2013 (11 years ago)
F White
We actually sort out issues through our landlord not pinnacle, but any issues we have had have been solved really quickly. Before the house was signed for by new people the viewings were always at reasonable times and the people doing the viewings were always polite and friendly if we were in the house at the time. The house however was in a state when we moved in, for example the previous tenants had left bin bags of rubbish everywhere and clearly had not cleaned. It would have been nice to not have to scrub the house as soon as we moved in. Also, we had completed an inventory when we moved in, but got sent another 3 in October that included photos dated from over the summer that included some of our possessions in the inventory. These were corrected and sent back, but we had not been informed that the letting agents were coming into the house which we werent entirely comfortable with since we had already moved in. Overall though they have been far better than our previous letting agents.
Tenant
14th Jan 2013 (12 years ago)
G K
Pinnacle has been managing my houses for a long time. Every year you always want to be the first to have your houses rented for next academic year, Pinnacle helps me achieve that goal and I am always lucky to find really good tenants. The level of service I get from this agent is genuinely excellent, from the letting staff to the management. Keep up the good work!
Landlord
8th Jan 2013 (12 years ago)
T Coysh
We've recently signed a house with Pinnacle, and although its a very nice house I can't comment on how well the next year will be - but I ahve high hopes!
Signing the house with them was very easy, we've got 8 people in our hosue so it can be pretty manic.. But they handled the tricky job well. They also have the added bonus of offering you a vast supply of tea, coffee, sweets and beers. Everything a student could need.
I'll be sure to update this review during the year.. But for now they get a brilliant review.
Tenant
3rd Jan 2013 (12 years ago)
J Parton
Lived in a Pinnacle House for 2 years while at Cardiff University and never had a single problem with them. They fixed things when they were broken (As with all houses, things break), Got our full deposit back at the end (we looked after the house but it definitely had some wear and tear!) and often got to see the landlord too! Looked at houses from lots of different agencies when we were on the look out but Pinnacle had the best one we could find and don't regret going with them.
Would recommend them as an agency and they are also very active within the student community; putting on lots of little parties, offering you a beer and helping out with a multitude of student events as well!
Tenant
3rd Jan 2013 (12 years ago)
A Ridler
With all of my dealings with Pinnacle they have always been extremely professional and friendly. I have dealt with them in a professional context as well as rented from them and I have always been extremely happy with the service no matter who I have been dealing with. I would happily rent from them again and although I would no longer be looking for a student property, I recommend any one looking for their ideal house/flat, give them a chance as they have an enormous and wide ranging choice!
Tenant
30th Dec 2012 (12 years ago)
S Emberson
A group of us were very keen on a particular house that we found on the Pinnacle website. We booked a viewing and were shown round but were quite disappointed with it in real life. However, the person who showed us round was very helpful and enthusiastic and showed us two other properties that fulfilled our requirements. We fell in love with the second house and signed for it that day. The following week, we signed the contracts, which were explained to us and we felt very comfortable at Pinnacle Letting Agents. We then went on a second viewing after paying our deposits as some of the group had been unable to make the first viewing. The second viewing did not go as well as the first. The person who showed us around the house the first time was enthusiastic, helpful and happily answered any questions that we had. He was humorous too! The second time, we felt rushed and the person was not enthusiastic and rude/sarcastic at times and we spent under ten minutes in the house before we were told that we had to leave because she was late for her next appointment due to her being late for ours. Overall, we are happy with Pinnacle as we have found a really nice house to rent next year and the contracts and payments were made simple and easy for us.
Tenant
11th Dec 2012 (12 years ago)
P smith
there letting team are good but any problems you may come across during or before your tenancy will not be dealt with or just brushed under the carpet they are very childish when it comes to resoving issues
Tenant
30th Aug 2012 (12 years ago)
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