Review Time
Complaint – Poor Service and Product Issues
The service provided has been extremely disappointing. The training feels outdated and does not reflect how the system actually works in practice. Once you go live, there is effectively no support, and the training becomes meaningless because it does not relate to real usage.
The Alto browser on mobile does not work properly. For example, you cannot easily select properties that are marked as for sale or under offer. When I contacted support about this issue (which can only be done via chat), I was told that I would need to manually search for each property individually. This is completely impractical, particularly when we have sold many properties on the same street over the years. We should be able to simply filter by the For Sale or Under Offer sections.
When I challenged this response, the support team said it was a “training issue” and ended the support session. This meant no real support was provided for a product that clearly isn’t working as intended. I even sent them video evidence demonstrating the problem.
This is not an isolated incident. In the past, support tickets have often been ignored or unresolved. Examples of ongoing issues include:
Properties showing no front photo, which has never been resolved
A client being unable to use Keyflow because it did not work
Merging duplicate clients from a sales enquiry does not work properly
Notifications when documents are signed do not work
The system has no back button, making navigation difficult
There is no reliable mobile app or mobile browser experience
Overall, the system is unreliable and the support provided when issues arise is inadequate. These problems have been raised multiple times without proper resolution.
Please let me know if anyone else has these issues with Alto?
Complaint – Poor Service and Product IssuesThe service provided has been extremely disappointing. The training feels outdated and does not reflect how the system actually works in practice. Once you go live, there is effectively no support, and the training becomes meaningless because it does not relate to real usage.The Alto browser on mobile does not work properly. For example, you cannot easily select properties that are marked as for sale or under offer. When I contacted support about this issue (which can only be done via chat), I was told that I would need to manually search for each property individually. This is completely impractical, particularly when we have sold many properties on the same street over the years. We should be able to simply filter by the For Sale or Under Offer sections.When I challenged this response, the support team said it was a “training issue” and ended the support session. This meant no real support was provided for a product that clearly isn’t working as intended. I even sent them video evidence demonstrating the problem.This is not an isolated incident. In the past, support tickets have often been ignored or unresolved. Examples of ongoing issues include:Properties showing no front photo, which has never been resolvedA client being unable to use Keyflow because it did not workMerging duplicate clients from a sales enquiry does not work properlyNotifications when documents are signed do not workThe system has no back button, making navigation difficultThere is no reliable mobile app or mobile browser experienceOverall, the system is unreliable and the support provided when issues arise is inadequate. These problems have been raised multiple times without proper resolution.Please let me know if anyone else has these issues with Alto?
I was left in a difficult situation when my lettings manager, who had been with the business for 3 years, left. I had only ever used Alto for sales, but was suddenly responsible for lettings which meant reconciling accounts on a daily basis. Alto was incredible and took the time to assist me with 'MANY' questions. Thankfully, I no longer need to contact them daily but when I do they are great. There is a gentleman called Alf who is amazing and stands out above the rest but the entire team are great. Alto is constantly adding new features to adapt to any changes in legislation - I highly recommend this software, it is the best I have used in the 28 years of working in the trade.
We spoke to James in early December about Alto and were quoted approximately £165 +vat per month. We called up today, a month later to proceed with the software to be told the price has risen to £250 +vat a month.The price increase is ridiculous, but more frustrating the fact that the Alto colleague we spoke to today told us that they were aware this price rise was coming.It now forces us to begin further investigations into a new software to use wasting our time and money.Extremely poor levels of communication and we have taken the decision not to proceed out of principle.Integrity, honesty and Customer Service should be at teh heart of every businesses values .... maybe Alto need a reminder of this!
Please do not use Alto/Vebra - Expert Agent was brilliant in its time but the company are no more than a Finance company these days and there is no customer service, flexibility or consideration anymore. We miss EA and have had to move away. Just hoping to save another company our misery.
I am struggling to understand why Alto is ow forcing you to sign new terms of business after setting up with them in 2019.The service is dripping, no call backs, no account manager has ever called me to discuss my account, I do hope this feedback will give you a nudge to ring me ADM
Nasreen is so fantastic, in fact, everyone at Alto is, the system is phenomenal, it does so much, the only challenge is finding it all and knowing how to access and implement all the good stuff, its packed full of it!
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