Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotI was given wrong information to begin…
I was given wrong information to begin with, then upgraded our license based off that wrong information, now i'm locked out of the software because i've exceeded my licensed lease count. it's been 4 days and no resolution to this yet.
Amy · 8 June 2023
Agent replied · 27 November 2023
Thank you for your review Amy. We understand that both our support team and your MRI account manager are in contact with you to provide the options available in order to resolve this matter as swiftly as possible.
★★★★★ 5/5
TrustpilotAnn is the best with solving problems.
Deanna · 15 July 2024
★★★★★ 5/5
TrustpilotVery knowledgeable
Very knowledgeable, very professional very friendly
Rudy · 17 February 2026
★★★★★ 3/5
TrustpilotThe end product isn't user friendly
The end product isn't user friendly. Hopefully improvements are coming.
Scott · 29 January 2025
Agent replied · 9 February 2025
Thank you for your candid feedback, Scott. We are excited to share that we have a new interface for CTM coming out mid-2025. If interested, you are able to sign up to be an early adopter of the new platform. A manager will be reaching out to share more info and see if you need additional assistance!
★★★★★ 5/5
TrustpilotTenant Login Issue
Alex was fast and effective to resolve the issue that our tenant was having creating their login credentials.
Roanna · 28 November 2023
★★★★★ 5/5
TrustpilotExceptional
Every time I have had to call, I have had exceptional customer service. My issues are always solved and your employees are very helpful and always teach me how to do things.
April · 2 June 2025
★★★★★ 5/5
TrustpilotQuick to solve!
Support is able to solve issues quickly.
Martin · 9 July 2024
★★★★★ 5/5
TrustpilotCTM staff know their stuff
The CTM staff are friendly and very knowledgeable about every facet of the program. I’m glad to have this program in my toolbox. It makes my job easy!
Andrea · 16 July 2025
★★★★★ 2/5
TrustpilotNeeds improvement
The telephone waiting time is now too long. The support team cannot help on all matters and have to refer you onto another team who you cannot speak to. Our account manager is not as responsive as we would expect.
Jessica · 21 June 2023
Agent replied · 27 November 2023
Hi Jessica, thanks for your feedback. We are working to reduce wait times in busy periods and there is an option to request a call back. Also cases can be raised via the myMRI Client Portal which will save you time. Your account manager will contact you shortly to discuss this further.
★★★★★ 4/5
TrustpilotPositive outcome
I had a positive outcome when I called MRI, expecting to be asked to wait for a technician to assist at a later time. I was helped immediately and the problem was resolved.
Joanna · 19 May 2025
★★★★★ 5/5
TrustpilotKaren was so helpful in addressing our…
Karen was so helpful in addressing our concerns and getting us up to date! Thanks!!
Dawn · 29 January 2024
★★★★★ 5/5
TrustpilotGood help
I was helped out proficiently and promptly and friendly. Much appreciated .
Katherine · 19 December 2025
★★★★★ 5/5
TrustpilotStewart is an excellent member of staff…
Stewart is an excellent member of staff who is an incredible asset to the company. we had a couple of issues which he resolved immediately and efficiently.
Kate · 9 March 2023
★★★★★ 5/5
TrustpilotAlways exceptional service never have I… exceptional service
Always exceptional service never have I ever called the helpdesk and they haven’t been supportive, kind, and very professional. Their knowledge helps and guide us through my issues..
Angie · 11 July 2025
★★★★★ 4/5
TrustpilotThe account managers Jeff and Gaby are…
The account managers Jeff and Gaby are awesome!
Mary · 21 January 2026
★★★★★ 4/5
TrustpilotThe software is great! But support can be challenging
MRI has been a staple in real estate accounting for years. The new SaaS system is nice but the implementation was a bit rocky. It comes down to MRI not capturing all of the prerequisite information properly in the initial bid and legacy product review components. Still a 4 star because they have a good product, would have been 5 if the account manager was more available and helpful. They eventually made good on most issues. Due to this dragging over six weeks and the lack of correspondence from our main rep, I will stick with a 4 star review. It would be nice if MRI employees used phone numbers in their contact information but they do not so that they can stay semi-elusive.
MN · 26 August 2022
★★★★★ 5/5
Trustpilotcustomer service is always available…
customer service is always available patient and knowledgeable not to mention friendly and efficient
Jay · 26 November 2025
★★★★★ 3/5
TrustpilotThe design is old and the workflows are…
The design is old and the workflows are not intuitive. As a new agent, I can’t wait to move to a better platform.
Brian · 29 August 2025
★★★★★ 4/5
TrustpilotThe technicians knowledge with the…
The technicians knowledge with the deficiency made the entire encounter a quick, effective, and easy to resolve.
Anna · 28 October 2025
★★★★★ 5/5
TrustpilotLearning Experience Was Great
The tech stayed with me on the phone the entire time while I learned the navigation process to change a tenant name.
Beth · 8 September 2025
★★★★★ 1/5
TrustpilotThe team is not responsive it took us…
The team is not responsive it took us over 6 months to get some assistance on a request.
Alice · 10 September 2024
Agent replied · 11 September 2024
Thank you for your feedback Alice, we are sorry to hear that your experience has not matched the high level of service that we strive to provide our clients. We will arrange for our Client Experience Manager to reach out to you directly to discuss your concerns in further detail.
★★★★★ 3/5
Trustpiloti do not like the web version at all
i do not like the web version at all. I always go back to the windows version.The view a report is not in the web version only in the bubble. I loose a lot of time with that so i use the windows version I would give that version a 5
Virginia · 18 March 2022
Agent replied · 28 November 2023
Thank you for your feedback, Virginia. Our legacy Windows-based product is fantastic, isn't it?! It is only natural for many of our long-time users of the Windows version to prefer its tried-and-true capabilities. However, our web version is where the majority of our innovation efforts are focused. You may want to check out the Report Gateway solution within our web version. It not only addresses the on-page report viewing capabilities you are looking for, but it also delivers attractive SSRS reports and serves as a one-stop shop for all your reporting needs, even if those reports are generated from multiple products and leverage other reporting technologies. It is a significant evolution beyond the capabilities of our Windows product, and it is available to all users of our web version, free of charge!
★★★★★ 5/5
TrustpilotConsistently excellent
Your team members are always so helpful. Thank you!
Julie · 8 January 2026
★★★★★ 3/5
TrustpilotDo not like dealing with overseas…
Do not like dealing with overseas contacts, hard to understand. Perfect example of corporate mentality of going to the "cheap" side and providing less. Another company will come along soon and obtain your market share by providing better service.
John · 17 June 2023
Agent replied · 27 November 2023
Thank you for your review John. We will arrange for a member of the team to reach out to you to discuss your concerns.
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
