Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Master Grabber LLC Complaint to BBB
  
  Dear BBB,
  
  Thank you for letting me share what I have experienced:
  
  1. I called Master Grabber LLC (AKA Agent Dominator) on 4/4/2022 and asked in detail about how their postcards work. The sales lady ****** ***** told me they guarantee the results as a matter of fact that they had a money back guarantee which caught my attention. I was happy to hear that and asked repeatedly how the money guarantee works. But she never told me all the details I needed to do on page 8 and 9 of the attached final sales contract. If they did, I would have never signed the contract on 4/5/2022. They still didn't tell me from 4/4/2022 to 1/30/2023.
  
  2. So I signed the contract on 4/5/2022, they charged my bank account $1,095 on 4/7/2022 right away but didn't start to mail the postcards till 5 more months later. They charged me $310/month for 12 times from 4/5/2022 but only mailed out 6 postcards instead of 12 as they promised on 4/4/2022. I only saw a dozen internet ads and one email during the 12 months period. There was total 2 people really responded in the 12 months contract period.
  
  3. I was very concerned and called the custom care three times about the poor results in 2022. *** said she would adjust the postcards to make them effective.
  
  I notified Master Grabber LLC on 2/1/23 that due to the poor results I wanted to terminate the agreement. When I emailed them on 5/23/23 to request a refund, they gave me all sorts of new things that I needed to provide which never be disclosed when I signed the sales contract on 4/5/2022.
  
  Therefore I am filing a formal complaint to request a refund of $4,515 that l paid from 4/5/2022 to 4/4/2023.
  
  PS, they also I sent me the attached email on 5/31/23 threatening lawsuits if I shared my testimony about them to others on websites.

  Business Response

  Date: 07/26/2023

  In response to Ms. Z’s complaint,
  our contract is very clear as to what is expected from both parties. The copy
  of the contract she attached to her complaint does appear to be a correct and
  complete copy.  Ms. Z signed a
  twelve-month commitment with us on 4/5/22 and paid her first subscription
  payment on 4/6/22. While it does take some time to complete the customizations
  process, Ms. Z’s first postcard mailing was finalized and processed on 5/20/22,
  sent to the printer on 5/23/22, and that mailing batch was picked up by the
  **** on 5/25/22 (per our confirmation with the printer on 7/25/23). This is
  contrary to Ms. Z’s statement, “…didn’t start to mail the postcards till 5 more
  months later.” Her postcard mailings continued monthly from then on until her
  account closed on 3/31/23, per her request.

  To her assertion that we did not
  disclose the requirements/terms of the Money Back Guarantee (MBG):

  As with every MBG, there are
  requirements to satisfy the terms. Ours are defined as Best Practices and are
  explained multiple times during and even after the Activations process.

  On 4/5/22, the demo with our
  sales rep explained the MBG on two of the slides. See attachments MBG Demo1
  & 2. The Sales Proposal (completed during the demo and shown on page 6 of
  the Contract FINAL) also has the basic requirements for the MBG with a note to
  see the full terms.

  Before signing the contract, Ms.
  Z had the opportunity to review the complete terms via a link noted on page 3
  of the contract. By signing, she affirmed she read and accepted the terms, and
  even after signing, she had three days to review and rescind the contract, if
  she so desired, all also noted on page 3 of the contract.

  On 4/6/22, Ms. Z was sent a combined
  copy of her signed contract, the Sales Proposal, the full terms, along with
  other relevant docs. It is worthy of note that she still had plenty of time to
  review the terms. See ACT Email.

  On 5/20/22, Ms. Z was sent an
  email with important information for her review. See ACT email2. Point 3 in the
  email directs her to actual training on the Best Practices, and we even
  attached a bonus booklet to help her “touch” her list.

  On 5/26/22, our Operations
  Manager had a Client Engagement phone call with Ms. Z. These phone calls are to
  review certain items with our new customers and answer any questions they may have.
  The notes document that she discussed the Best Practices (and even pursuing the
  MBG) with Ms. Z yet again. See CE Call Notes.

  On 5/22/23, Ms. Z requested her
  money back, and we initiated the verification process even though no
  documentation was sent in during the contract term, as required by the MBG. For
  her convenience, we sent Ms. Z a spreadsheet template to document her mailing
  list touches.

  On 5/30/23, Ms. Z returned the
  spreadsheet documenting her “touches;” however, many of her mailing prospects
  did not have emails even though she documented that she had sent them video emails. When
  we asked for the remaining documentation required (number of listings that came
  on the market, etc.), she refused to provide the requested info, stating, “Just
  FYI, I am Not going to spend hours and hours to meet your continuing needs.”

  We do encourage our customers to
  pursue the Money Back Guarantee, and even if they do not send the required
  documentation within the time frames noted in the MBG terms (“ONLY TOUCHES
  PERFORMED AND REPORTED PROPERLY TO US DURING THE TIME FRAMES LISTED ABOVE WILL
  COUNT TOWARDS THE GUARANTEE; FAILURE ON THIS TIME FRAME SHALL VOID OUR
  GUARANTEE.”), we will still review their touches for a proportionate refund, if
  deemed appropriate. Ms. Z did not provide all the required documentation, and
  therefore, does not qualify for any portion of the Money Back Guarantee.

  Ms. Z did reach out to our
  Support Team when her results were less than she thought they should be, and Support,
  along with our Activations Team, did help her try to get better results. It is
  difficult to pinpoint the reason for less than stellar results (she did not
  provide a farm that was ripe for selling, she did not do her Best Practices, or
  maybe her message was not appropriate for her farm), but we did provide the
  postcards, she approved them, and we mailed them. We provide multiple training
  opportunities from videos by our CEO to testimonials from other agents to
  interviews with top agents. We help in every way we can, but the deciding factor
  in results is if prospects “meet” the agent face-to-face in some way. We cannot
  guarantee results if the agent does not do her part.

  We do not threaten customers to
  not post publicly post about their experience with us. We do, however, caution
  them that we will robustly defend our reputation if they do violate the
  non-disparagement clause in their contract. See Contract FINAL – **********,
  page 18.

  We expect you will appreciate our
  decision not to return Ms. Z’s money, and we expect our public reputation
  through the Better Business Bureau will not be tarnished in any way. 

  Customer Answer

  Date: 07/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  First they used an arrogant and disrespectful tone responding after more than 30 days. If they sounded that disrespectful when they wanted my money on 4/5/2022, I won't have signed the contract.

  Second, they purposefully hide the exact details of Money Guaranty procedures when they talked to me on 4/4/22 and 4/5/22. If they were honest about the details, I would have canceled the contract in April, 2022. 

  
  Third, instead of blaming their poor-quality designs, they put blame on the market area I selected. My market area is selling well above the average, and they never mentioned they wanted specific numbers like 5% turnover rate which is another dishonest business practice.

  
  Fourth, they charged me on 4/5/22, then May, June and July but spent April, May, June and July just designed my post cards. Nothing mailed out before August. 

  
  Fifth, their website and their salesperson guarantee their postcard results, but the reality of the results I had were horrible. No one had interest to call and only 2 people scanned the postcards. Then they threaten me with a letter sending from their CEO preventing me share my testimony.  What bully!  (The attached letter says on 5.31.23: While I understand your frustration and the temptation to vent to the public, I must caution you against doing that. We strive hard to be fair with every agent and stand behind our guarantee, but we also vigorously protect our reputation when an agent attempts to wrongfully disparage us. In that regard, if you breach this section of the contract, we will pursue legal action against you... and it will become extremely costly for you. So, please don’t force us to do that.”
  
  In summary, Master Grabber LLC provides false advertisement and Money Back Guarantee.  They postcards were designed poorly and failed to generate interests of consumers. Their salespeople are dishonest.  They need to stop overpromise realtors to take people's money. Therefore, they shall to refund me immediately.
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 07/31/2023

  First, regarding the delay in our response, your initial
  communication was not sent to our corporate office mailing address, and therefore,
  we did not receive it until 7/21/23. We have responded within your requested
  timeline from when we received your communication.

  We have received Ms. Z’s response,
  and we stand by our previous response.

  We guarantee the results of our
  marketing when best practices are performed, and those best practices were
  clearly articulated in multiple stages throughout the sales process, contract
  process, and client onboarding process. The client herself acknowledged reading
  and agreeing to the best practices as a requirement for our guarantee.
  
  As with any marketing, there are
  many variables that create success. And as it relates to residential real
  estate especially, many of those variables are directly tied to the individual
  agent who is trying to persuade homeowners to trust her. This is why the best
  practices are so critical.
  
  Had Ms. Z performed the best practices, it is not likely she
  would be complaining about results. If, however, she had done the best practices
  and then did not receive the results promised, she would have qualified for the
  money back guarantee, and we would have already refunded it.
  
  Respectfully,

  Agent Dominator

  Customer Answer

  Date: 08/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Master Grabber LLC admitted that their postcards are useless and that's why they require realtors to do a whole lot of work outside the postcards marketing. They don't disclose all the steps/hoops you need to go through for their Money Back Guarantee program before and when you sign their sale contract and take money from you. 
  
  
  
  Sincerely,
  
  
  
  **** *****