“I was a tenant with Purple Bricks for 6 months. After a sudden leak from the upstairs neightbours, all they did was send painters to repaint the ceiling instead of figuring out what happened.
When I notified them after 5 months that I was moving but that the other tenant would take over the lease, there was no response. Felt forced to give formal notice for the complete apartment after 2 months of silence and after that it took 4 months and several complaints before the deposit was released. Even the owner of the property has cancelled their service as even to his calls and emails there was no response.”
“We have recently purchased a property. Right at the very start of the contact with the agent from Purple Bricks, our experience has been appalling. When the agent left Purplebricks, after the vendor had accepted the offer, we had no further contact from anyone from the agency. There was no guidance for the vendor and misinformation given to us from the agent (and vendor) regarding a completion date, vendor finances and availability of vendor’s onward purchase caused a very stressful 7 months before we were able to complete. On the final day a Purplebricks agent tried to contact us to arrange a key handover, she had the wrong phone number. When we tried to finalise the handover, the agent would not return the call. Again a stressful situation trying to get the keys. The solicitors Purplebricks recommended to the vendor were uncommunicative in the main and it appears incompetent as we experienced delays and cancelled moving dates, causing us to loose removal deposits and extend rental due to their form. Everyone we have spoken to regarding the experience we had, have said they have only heard of very bad experiences with Purplebricks. I would not even give our experience one star and certainly would never recommend them. They did not benefit ours or the vendor’s experience”
“Absolutely horrendous from day one.
Booked a valuation which no one turned up for, eventually someone turned up to the 3rd arranged valuation 3 weeks later.
They then said would be on market in days, after much chasing and changing their appalling description, it was online after 10 days.
Week of being online and zero viewings booked, in a highly desirable area.
I phoned the number on rightmove and first time it said no-one could answer the phone as all in training, second time it said appointments can only be booked online (so what about the people who don’t do apps etc?!). But if you hold long enough, about 20 seconds, over a deadly silence it then says if want to speak to someone and book a valuation press 1. Spoke to someone after a 5 minute hold (the automated message said it would be 1 minute), she said I could book through her and that there wasn’t an open house viewing, which it clearly says there is in the first line of the advert.
You get what you pay for.
Use a proper local agent not these cowboys.
Now to fight for a refund of the fee for them not providing any sort of professional service.”
“No as clear or upfront as they should be
So I used Purplebricks to market my flat in November. In my opinion they are like the e-Harmony or Plenty of Fish. Using their online system, Purplebricks can introduce you to prospective buyers, you pay a fee for that whether you sell or not.
As for the fees that's where they could be more transparent, I opted to pay upfront £999 - no mention that doesn't include key handover.
I had 5 or 6 viewings and 2 offers. But no fault of Purplebricks, my flat didn't complete due to the lease.
Would I use Purplebricks again?
Unlikely. As it's cost me £999 and my flat didn't complete.”
“Very happy with Phil Gould and team at Purple Bricks's Solihull office. Advice on appropriate purchaser to go with, type of sale suggested and general issues associated with selling were genuine and accurate. Phil was always polite, professional and approachable; giving realistic deadlines whilst being attentive to any potential pitfalls during the selling process.
I highly recommend this gentleman and his team to anyone hoping to sell their house in the Solihull area of the West Midlands through Purple Bricks.
The only minor downside perhaps is Purple Bricks's productivity app which can be a little counterintuitive and "fluffy" at times, but all-in-all, we received an excellent all-round service from this estate agency group”
“Stephen Marcroft of Purple Bricks Warrington made a lot of promises and takes a really good game - but nothing he said came true.
Lots of stuff proved untrue - but mainly his promise that if the house didn’t sell we wouldn’t pay anything.
Except after the house sale fell through we got threatening letters to pay up and he went AWOL (apparently he changed his phone but don’t know what happened to the messages his colleagues passed on)
Anyway we paid up to avoid wrecking our credit score.
Months later he did finally get back to me and promised me a refund.
That was back on Feb 3rd 2022 - and guess what still no refund.
Also the vendor of the house we were trying to buy messaged me telling me Stephen Marcroft was lying about whether he knew they’d sold the house to someone else. Something he obviously denies as that would be extremely unprofessional.”
“Absolutely abysmal company. Don’t not use. The solicitors they recommend are also completely incompetent. We have been trying to buy a 2 bed flat with no chain and we are approaching 6 month mark. Full of excuses, none of them has any idea what is going on, no communication, completely inadequate. Will be making a complete to ombudsman along with the seller regarding this faceless entity.
Example. Asked me for further compliance information 6 months after the process started before they could continue talking to me - although they had been communicating with me quite openly and never mentioned before Then in the next email 2 minutes later I’m asked how they can assist me! No mention of compliance! This type of issue has been consistent throughout my dealings with them
The amount of stress this company and their solicitors have caused me and my family is unreal. We haven’t used their solicitors thankfully but the seller has. They are appalling.”
“Awful experience. Currently holding my tenancy deposit hostage after moving out over month ago. No response to multiple requests for my deposit to be returned and the phone line for the property manager just says 'we're closed for staff training' every time I attempt to call. I've submitted a complaint, and have received no response. Disgusting service and absolutely zero communication.”
“The customer service is pretty none existent and the solicitors they recommend are absolutely atrocious. It looks like I will now have to pull out of my purchase due to delays caused by both my solicitor and the sellers solicitor, both recommended by PB. In nearly 6 months of trying to complete this house move, I have not once managed to ever speak to the solicitor. The phone is never answered, I dont even know if the firm exists tbh.
I have had to arrange my own searches as the solicitor didn't send off for them until around 4 months into the process. The amount of stress is unreal, I dont even know what I have paid for as I have been the one constantly chasing everyone etc..when I rang PB to say it is likely I will now have to pull out due to my mortgage offer expiring and the costs associated with renewing it etc...the woman on the other end said, ok thanks I'll record that on your file.
I dont think ill ever attempt to buy a property again, I have wasted 6 months, felt enormous stress and am significantly out of pocket. This firm and their band of cowboy law firms ought to be utterly ashamed.”
“Don't waste your time with them as you will live to regret it. They only want your money period. Once you commit they do very little and sit back and wait for the cooling off period to end after that service is very poor. Zero stars is my real aim as they don't deserve any stars at all.”
“Prior to having an offer accepted on a property the estate agent Emily was very responsive to both of us via email text and calls.. a few weeks after having our offer accepted and instructing solicitors etc we were notified VIA THE APP the offer had been withdrawn and removed from the market with absolutely NO correspondence from the estate agent despite having all of our contact info. Since this have heard nothing but bad reviews. AVOID!”
“Awful. We were asked to upload evidence of funds to buy a house after the house had already been sold subject to contract. I found out that the house had been sold by looking on rightmove. How rude to inform someone their offer has not been accepted 2 days after it has been sold subject to contract. Unethical and rude. To add insult to injury we were contacted after an offer had been accepted and asked if we wanted a mortgage even though we are cash buyers. Unprofessional.”
“Absolutely terrible experience with Purple Bricks.
The sales reps are not either trained or cannot be bothered as they get paid anyway - whether they manage to sell or not once you've signed the contract.
Their website does not function correctly for customers wanting to book viewing.
Don't waste your money get a real proper local estate agent who knows the area well and will go the extra mile to ensure you get a good price and sale for your property.
They should not even get 1 star (can't submit a review unless at least 1 star is selected).”
“Dear PurpleBricks,
The solicitors (Alexander Grace law) that you insist sellers use is a rogue company that causes nothing but difficulties.
The seller of the property we are purchasing honestly feels distraught by all that has gone on.
This is the complaint we have about Alexander Grace Law:
We have been in the process of purchasing a property where the seller has been forced to us them through Purple Bricks. This process is still not finished despite there initially being no chain. And it began in August 2021.
Our own solicitors have to chase them daily for any results, the seller has had limited to zero communication from them when there is an issue or delay. At one point they dropped the case and forgot about it for 3 months because "the solicitor managing it when on jury duty". No apology or explanation as to why no one else was assigned the case after 2 weeks of no contact.
The only times they actually respond is when us, our solicitors and their client all work together and threaten to complain.
The solicitor now managing the case has done some out right disgusting things. For example, just today (and we all have screen shot evidence) they ignored our requests to move forward with the exchange and finally after nearly 2 and half weeks of no contact, today they said it was 'due to some paperwork they sent out 2 weeks ago to the seller'. The seller only received the paperwork by email that morning at 8.30am. The day before my solicitors, myself and the seller had all phoned and emailed to lodge complaints. So it was completely disgusting behaviour for them to try and throw the blame on their own customer, rather than take ownership of their own failings.
On multiple occasions they have mislead our solicitors and yet this case is still going on! Like seriously over 8 months to purchase a flat, the seller needs the money to purchase their new property, we have had to put in notice at our rental. Because they said they were ready 2 weeks ago. And yet more of us having to waste our time, effort and sanity trying to sort out their problems.
If you have a choice to choose another law firm, honestly do it. Not just for yourself but also for your buyers!
**Update: 19.04.2022** I sent and email as requested by the comment on this Google review the same day the asked for it. I never received a response but the solicitor handling the case changed.
We have now found out today, the day our solicitors have been putting forward for completion 5-6 weeks ago has not been confirmed or communicated with the seller, so they are not ready to exchange! While, we have had the funds withdrawn and handed in our notice at our rental! This is quite frankly disgusting service for both us and the seller. And irresponsible behaviour on AGL's behalf.
We would highly recommend you rethink your connection with this firm if you wish to continue to have business. Many people will refuse to buy properties advertised by your firm knowing you work with AGL.
This is just a heads up and written complaint in the hopes positive change takes place, that no longer exploits your customers.”
“Please don't waste your money instructing purplebricks. i would hate someone to experience what I experienced and be out of pocket £1,299. I ended up having to instruct another estate agent (who sold my home in 1 day) because purplebricks were incapable of doing so. The customer servicer is disgusting, wish I had never wasted my time. Despite having to instruct another estate agent to sell my home I still had to pay purplebricks... For causing me nothing my stress for over a year. To top it off they overcharged me and I have been waiting for a refund for 4 months now. Wouldn't be surprised if they're bust in a few years.”
“Purplebricks offer very short viewing windows and often the price is a bit low. I am sure some may have a good experience but selling to 1st person may only benefit Purplebricks and keeping a viewing window short certainly does. This market is very busy with lots of houses going over asking, great for the seller but if only a few manage to make these limited viewing it begs the question are they getting the best price and I would say no.
You get what you pay for. Always use a local solicitor if you can, they will have your interest at heart, remember using Purplebricks one mainly benefits Purplebricks...”
“Tried to phone and email regarding a home for sale. Absolutely nothing back. We live a 4 hour drive from the property and wanted to confirm some things before we book and drive for a viewing. Pictures awful cant see back of garden to see how big/small or whether stairs etc as I am disabled.”
“Absolutely incompetent !! Don't use this company, they provide 0 service and still want paying.
They couldn't accommodate the first 4 viewings, which were all rearranged usually 3 times and all then cancelled by the viewers. Turned out their viewing rep was on holiday with no replacement. They weren't chased up until I complained.
The 1st actual viewing was supposed to be accompanied by the estate agent, she didn't turn up! No apology, phone call and didn't even bother to call anyway. 2nd viewing the viewing rep stayed about half an hour complaining how bad purple bricks was to work for, she left purple bricks shortly after.
Put in a complaint, took 15 working days for reply where they basically said they had upheld their agreement, they tried phoning me whilst I was at work, unable to take call, so they made their decision anyway without asking anything further apart from what the agent had told them.
Now escalled the complaint, not holding out much hope as the whole company is obviuosly fraudulent .
Will take it further to ombudsman if necessary”
