MRI Software London reviews

★★★★★ 1/5

Trustpilot

Misleading and Overreaching

When we were evaluating CRM platforms for our boutique real estate agency, our priority was simple: intelligent automation that is seamless, intuitive, and genuinely time‑saving. Vault positions itself as a market leader, proudly servicing some of the largest agencies in Australia. Based on our experience, this promise could not be further from reality. Within the first week of implementation, it was clear that Vault was not suitable for our business. We formally requested to be released from the contract at that time, however this request was denied, and we were required to continue, ultimately resulting in two years of forced usage. After this extended period, I can say with confidence that Vault is not fit for a progressive boutique agency that wants to be agile, data‑driven, and genuinely cutting‑edge. The system is overly complex, cumbersome, and bloated, requiring excessive manual data entry to complete even basic tasks. Rather than automation working for you, it feels as though you are working for the software. Core areas such as EDMS execution are poorly implemented, adding friction instead of efficiency. Support has been another major disappointment. Issues are routinely handled by logging and closing tickets without meaningful resolution, clarification, or follow‑through. If your preference is to email into a void rather than speak with a knowledgeable support person who understands your business, this may be acceptable. For us, it was not. Ultimately, Vault feels designed for large, process‑heavy agencies willing to adapt their business around the software, rather than software adapting to the business. The data largely sits there rather than actively empowering better decisions, better follow‑up, or better outcomes. If you are a boutique agency seeking modern automation, simplicity, and data that genuinely works for you, I would strongly recommend looking elsewhere.

Andrew · 4 May 2026

★★★★★ 1/5

Trustpilot

Extremely Disappointing Support

Extremely Disappointing Support MRI is often promoted within the real estate industry as one of the best technology providers, but unfortunately our experience with Property Tree and MRI Vault has been very different. As a small and growing real estate business, we need software that is reliable, intuitive and, most importantly, backed by responsive and effective support. Over the past months, we have experienced ongoing issues with both Property Tree and MRI Vault, and the level of support has been extremely disappointing. The biggest frustration is not necessarily that problems occur, every software platform has issues. It is the time it takes to get problems resolved, the lack of clear answers, and having to repeatedly follow up to get assistance. For a small business, this has a real impact. Time spent chasing software support is time taken away from our clients, property owners and tenants.

Jorg · 5 October 2026

★★★★★ 4/5

Trustpilot

Christina, Mariel & Michelle ROCK

Our account representative Christina S is amazing. She always tackles our issues right away. The most recent training series we had for our Property Managers, their Assistants and our Engineers was fantastic. Our staff learned a lot more about what MRI offers and how to best use the features. The two trainers - Mariel H & Michelle T were very knowledgeable, efficient, and professional. Our only complaint with MRI Angus is the accounting department in India. The hours are off and the work ethic is not there. We have had many frustrations with the accounting process and getting our accounts properly billed, credited and recorded. All of these issues required us to involve Christina to get them handled and she was amazing.

DeNage · 26 May 2026

★★★★★ 1/5

Trustpilot

Worst customer experience ever

Worst customer experience ever . My council is now poorly managed from there service took me 45minutes to fill a out a simple form and over 30 minute to get my council tax statement the form was slow and session times out had to create a week password just to acces it for some reason they keep requesting a trust pilot review and unable to prove customer experience through app have they hacked trust pilot for fake reviews claim it’s from a bother business when the url is correct scam reviews taking genuine ones down is this not yours!!!! Today experience emailed received with link if my email became compromised they would have access to council tax bill this is not government standards - FYI excuse’s don’t cut it why do you need a save button and the user repeated putting in a weak password and you don’t even tell them what they can use in a password blaming my network super fast broadband. software that monitors the issues users have reading everything before the session expires that’s why you put a save button should already be saved to my actual account not another botched together service

Ste · 18 August 2026

★★★★★ 5/5

Trustpilot

Amazing Team

What made my experience so great when dealing with MRI was how organized, accomidating, patient and experienced the team was and how committed they were to bring the project to fruition. Michele and Tan were outstanding in their efforts to make everything come together and work the way it should. You have two very strong assets there.

Ray · 30 September 2026

★★★★★ 5/5

Trustpilot

Great Support and Knowledge

Working with MRI to maintain and improve our PMX system has been a much smoother experience when we began working together as a Company to tackle the Software. Customer support is able to quickly solve many of our issues very quickly. If a ticket ever does need to get sent up the ladder, I know the Lead's expertise is a boon to the team to have the issue fully resolved (Shout out Chelsea & Nicole!). Support is also a great resource of information for implementations to prevent issues in the future and how to catch them early. The X7 revamp has also been a great enhancement to the base product. Our Account Managers have also been great resources for unused applications and how they can be implemented.

Eric · 6 April 2026

★★★★★ 4/5

Trustpilot

Red was awesome

Red was awesome. His follow up was second to none. The only thing that keeps this from being a 5 star is the fact that the MRI software bogs down late at night. I have checked on my end with our computer company and since no other computer software slows down on my computer, I can only assume that it is MRI related. The slow down is so severe that the wait becomes frustrating especially when there is no MRI support available. Red did the best he could but without the ability to investigate when the problem is happening, Red was limited in what he could do since I could not recreate the problem during the day.

Joe · 18 December 2024

★★★★★ 1/5

Trustpilot

Return my money.

I applied for a rental property in Wheeling, Il. I was charged $300 for a background check and I agreed days later I got a callback saying that they needed more info, that they had called Nebraska to verify my address. I live in Itasca, Il and have never been to Nebraska much less lived there. The background check was a sham. I went back to the rental property to cancel my application because a place that hires such an incompetent background check is not a place I wish to live. They refunded $250, but the rest went to MRI Software( a company that has shielded themselves by using multiple layers of shell corporations). I called to talk with someone about this and was given the runaround. So after two days of runaround I was told to go leaved a dispute on this website. I did. Now I’d like my $50 back which would have solved the problem within minutes. If you can’t even get the state where I live right you have no business in keeping my money and shouldn’t even be in the business at all.

Going · 24 March 2026

★★★★★ 1/5

Trustpilot

Incomplete information for tenant screening

This company provides outdated, inaccurate, and incomplete information for tenant screening. Their reports are using wrong data that is mixed with similar names and addresses. Their credit score is not from actual real score, but a made up score that is old data, bad data, from third party vendors, while claiming to get true credit score. Save yourself the headache and avoid any property that uses them.

Patrick · 29 June 2026

★★★★★ 2/5

Trustpilot

It takes too long to get answers…

It takes too long to get answers needed. I have dead lines to meet and I cannot wait days to get things done. I made journal entries to fix the issue, but the prior year journal doesn't work as expected. the entries made were to correct the closing but the closing entries happen in the january ledger. the journal entries I made had to be reversed and made in January. the closing entries should be made in December GL. I really hope this can be fixed as it is not working well at all. I would also like to have a direct number to support as this work around with the number I was given is not good. it takes too much time to explain the problems twice.

Deb · 4 February 2026

★★★★★ 5/5

Trustpilot

Representative helped answer as many…

Representative helped answer as many questions as she could. The ones she could not answer have not had final decisions made by CTM. I did also relay that some of the "new features" of NextGen are not user friendly. (Current system allows N/A to be added to blank lines when you click on that option. New system does not do that. Not helpful or user friendly. The new way of completing the contracts and the fact that "templates" for clauses load everything instead of 1 template is also not good. Please Please Please have the user friendly features currently on CTM be able to be used with NextGen.

Laurie · 24 September 2026

★★★★★ 5/5

Trustpilot

Tina is always very helpful and is…

Tina is always very helpful and is friendly. She will make sure she finds the solution, even if she needs to get back to us. Always has a solution!

Adrienne · 19 August 2026

★★★★★ 2/5

Trustpilot

MRI uses old software to upgrade to in…

MRI uses old software to upgrade to in their version 10.3.6. It is using SQL 2016 which will go out of support soon. Version 2019 is the latest version and is there since 2019. It is not logical to upgrade from 2014 to 2016 when 2019 is already there since a long time. This forces us to go to the MRI cloud and we are not ready for this at this time. That is the reason why we upgrade to v10.3.6

Marc · 22 November 2023

★★★★★ 1/5

Trustpilot

Years of Unresolved Issues, No Support, and a Completely Broken Experience

After more than 20 years as an MRI client, I feel compelled to share how profoundly disappointing and damaging our experience with MRI Engage has been.

Cassie · 8 December 2025

★★★★★ 2/5

Trustpilot

Your software is OK

Your software is OK. But your customer service and technical help not so good. In January this year I create a ticket for 1099's it was critical and I need to meet the deadline, but MRI technical staff was not cooperative they took more than a week to find out what is wrong with the system. its not all the time, but some time customer service is very good they help me in timely manner. But as far as timing and help in timely manner they are not 100%. it is look like short of technical staff, that is my guess. We have been customer for TenMast (Now MRI) for decades, since you switch to new management there is lots of area that needs to be addressed. That is what I thought and it is my opinion. Thanks for giving me opportunity to give my opinion and thoughts.

Sharful · 10 April 2025

★★★★★ 5/5

Trustpilot

Software for any size company

My company is small compared to a lot of other real estate companies and we don't use all the bells and whistles that MRI offers currently. But I would recommend MRI to any real estate company starting up that is looking at various accounting solution because MRI is a software that can be tailored to any size real estate company and it is so much easier to start with the best and add on other modules and APIs as you need them. MRI offers so many solutions to help with any situation. Plus, I have found the customer service very responsive and they usually figure out issues very quickly.

Colleen · 24 June 2026

★★★★★ 2/5

Trustpilot

Written like spaghetti.

Support is improving. The code is written to an old paradigm. There appears to be a million fixes as the program has evolved. As an example: this time. A second offer came in from the same buyer. It notified me there was a new contract. I shared the docs with the Buyer. Now I have two sets of disclosures and cannot tell which ones to delete. On top of that the new contract did not show up. (this is a typical example.) I will probably change to transaction desk by the end of the year.

Art · 14 September 2023

★★★★★ 5/5

Trustpilot

KAYLIN WAS PHENOMENAL

Your representative was phenomenal. He was extremely knowledgeable, professional, and able to resolve my issue quickly and efficiently. From the moment he began assisting me, I felt confident that I was in excellent hands. He not only understood the system thoroughly but was also patient and easy to work with throughout the process. In my experience, he is the best representative I have worked with at MRI so far. His level of expertise and customer service made what could have been a frustrating situation a very positive experience.

Cheryl · 17 June 2026

★★★★★ 4/5

Trustpilot

Most of customer service reps are very…

Most of customer service reps are very knowledgeable and are quick to answer my questions. "Gibbs" I think the name was, was no exception. These were a couple easy questions for him but very important to me. Thank you, sir.

Ron · 18 April 2026

★★★★★ 5/5

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Jir · 19 March 2025

★★★★★ 5/5

Trustpilot

Easy and efficient lease management

The solution covers my needs and provides me with best practices from industry knowledge. Support is great, quick and responsive.

Pablo · 28 August 2026

★★★★★ 5/5

Trustpilot

You kept me informed of what was going on.

You kept me informed you were still working on my ticket issue. You fixed the issue and let me know what the issue was. You got it completed as quickly as possible.

Jamie · 26 May 2026

★★★★★ 5/5

Trustpilot

Ann was very helpful and helped up…

Ann was very helpful and helped up through a mess that was left to us from a former employee.

Bev · 24 August 2026

★★★★★ 3/5

Trustpilot

The sharing process can be complicated…

The sharing process can be complicated from the buyer's agent end is what I was told, when they receive prior multiple documents along with the current docs you are sending. It is hard for them to locate the most current doc.

Beverly · 11 July 2026