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 The training feels outdated and does not reflect how the system actually works in practice.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?
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