UPSTIX's customer service and communication appear to be central themes influencing the company's reputation, as portrayed by recent customer reviews. Positive experiences, characterized by clear, patient, and regular communication, have significantly uplifted the perception of UPSTIX. Customer experiences emphasize the role of individual agents like Jeremy, Rik, Kris, and Charmayne, who are commended for their knowledge, professionalism, and empathy. Clients cite instances of transparency and adaptive service as noteworthy; with one customer expressing gratitude for support provided during a difficult personal time, underscoring the company's human approach in handling transactions.
Nevertheless, a pattern of discontent with UPSTIX's responsiveness—or lack thereof—emerges in several reviews. Some customers report delays and a complete absence of follow-up communication, which has led to frustration and the subsequent pursuit of other options. Although UPSTIX seems to address issues once a complaint is made public, as noted by the updates in reviews, this reactive approach suggests room for improvement in initial responsiveness. This concern is exacerbated by the company's automated messaging system, which contrasts sharply with customers' direct experience and may result in a diminished company standing if left unchecked. However, when UPSTIX does engage, the resolution process and professionalism are viewed positively, indicating a discrepancy between expectations and service execution that seems to be the main point of contention among dissatisfied clients.
Read what some customers have to say on Trustpilot...
Based on customer reviews, many of Upstix's representatives, including Jeremy, Rik, Kris, and Charmayne, have been commended for their clear, patient, and regular communication. They have been described as transparent, knowledgeable, and courteous. However, some reviews have mentioned a lack of response to calls and emails, leading to a mixed experience regarding communication.
Some customers report a quick and efficient process, with clear guidance, professional surveys, and timely offers. For instance, one customer mentioned completing a sale in under 4 weeks with an upheld initial price. On the other hand, some reviews indicate delays in receiving call-backs or valuations, which has affected the perceived efficiency of the service.
Upstix has shown a willingness to address customer issues once they become aware of them, as evidenced by responses to negative reviews that resulted in follow-up contact and efforts to provide the initially expected service level. While some customers have eventually had a neutral or positive experience after raising concerns, the responsiveness may vary and has impacted customer satisfaction.
UPSTIX is a data-driven proptech company that aims to simplify and expedite the process of buying and selling residential properties. With a deep commitment to transforming the customer experience and enhancing business efficiency, UPSTIX operates under the banner of a larger group of companies with a proven record of using data to their advantage. The team behind UPSTIX brings a rich and varied expertise, evident from their management team's history of establishing and operating several notable enterprises, including Hometrack, Helyo Housing, PXS, and Outra. Their part-exchange business PXS boasts an impressive track record, managing the purchase and sale of over 4,000 properties with a cumulative worth surpassing £1 billion.
Guided by their principle of providing confidence for clients to move swiftly, UPSTIX focuses on delivering offers quickly—within 24 to 48 hours—and the potential for property sales to be completed in as little as 7 days. Emphasizing speed, transparency, and certainty in the residential property market, the company presents The UPSTIX Guarantee, which assures fairness, honesty, and clear communication. This guarantee underpins their pledge to offer a convenient selling process that enables customers to proceed with confidence. With the backing of industry experts every step of the way, UPSTIX is committed to a seamless and stress-free selling experience for homeowners, ensuring that the proceedings are handled with simplicity, rapidity, and assuredness.
