Complaints

This profile includes complaints for Money Tree Lead Systems, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Money Tree Lead Systems, LLC

  Springfield, MO 65806-2316

  
• 

  Money Tree Lead Systems, LLC

  440 S Jefferson Ave Springfield, MO 65806-2316

  

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:10/07/2024

  Type:Service or Repair 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.

  Transaction date was on 8/23/2023 for an amount of $2,497. The business guaranteed me that I would receive, quality motivated buyer/seller leads that were vetted by their staff. I was unsatisfied by the leads I received, as a majority of them would not even answer my call. They had staff members also try to call and would not receive a response. I have provided their refund policy below and satisfied all of the conditions to receive a full refund. When I requested my refund on 8/23/24, they said it needed to be sent over to a review board and I'd receive a response within 30 days. On October 4th, I received a response saying they would not refund me the money. I completed every course in their academy, provided an MLS transaction list showing I did not close a deal with any of their customers they sent to me (signed off by my employing brokerage manager), and never disputed my credit card company for this charge during that 12-month period. The business claims I did not implement the strategies outlined in the Academy so they refused to refund my money. I did not have an opportunity to implement any strategies presented when the customers would not answer their phone. The below addendum says nothing about a review board.Refund Policy We offer the following conditional refund policies: 12-month refund: If, after 12 months on the system, you have not closed a transaction with us, you may request your initial fee to be refunded. This is conditional upon the following: You attend and complete every course offered for this program, including but not limited to all Housejet University courses as well as live event courses- and implement the strategies. You provide a complete list, direct from your *** and signed off on by your broker, of your closed transactions during your time with us. If the above conditions are not met or if you initiate a credit card dispute, we will be under no obligation to refund any monies to you

  Business Response

  Date: 10/23/2024

   

  We take customer satisfaction seriously and this submission prompted a file review.  Reviewing the submission - it is noted that the business does not make a guarantee regarding lead viability - the terms and conditions expressly state this.  The leads are generated from direct response marketing with the interested consumer directly submitting contact information to the customer in real time.  The terms and conditions also state that if the customer's account suffers ************************* lock due to inactivity then one of the refund options is negated irrespective of any addendum.  The customer does have a refund option available upon the successful closing of one their book of leads and we encourage the customer to investigate that option and to reach out to support with any questions or concerns regarding this.

  Customer Answer

  Date: 10/24/2024

  Complaint: 22390601
  
  I have reviewed the business' response and am rejecting it because:
  
  I originally received this attachment as part of their refund policy.  No where on this document does it say if your account is inactive you will not receive your refund.  ************ cannot make up new rules in order to justify not giving me my full $2,497 refund.  There are 3 bullet points in order to get your full refund and I satisfied all of those conditions over the 12-month period of being a member with Housejet (see below).  The company is adding in new policies that differ from what was explained and documented to me when I originally signed up for the program.

  Refund Policy
  We offer the following conditional refund policies:
  12-month refund: If, after 12 months on the system, you have not closed a
  transaction with us, you may request your initial fee to be refunded.
  This is conditional upon the following:
  You attend and complete every course offered for this program, including
  but not limited to all Housejet University courses as well as live event
  courses- and implement the strategies.
  You provide a complete list, direct from your MLS and signed off on by
  your broker, of your closed transactions during your time with us.
  If the above conditions are not met or if you initiate a credit card dispute, we
  will be under no obligation to refund any monies to you

  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/24/2024

  The terms and conditions which the customer agreed to upon each login to the system state:

  4) Fees & Refund Policy 

  2. As outlined in any applicable addendum to this Agreement, if one exists.  Provided, however that if Licensee's system and marketing is disabled for inactivity, Licensor will be under no obligation to refund any fee paid...

  This is not new information.

  Also, this customer had noted issues with implementing strategies - however the customer does have a refund option available. 

  As stated previously, this customer can receive refund upon the successful closing of one of his book of leads.  If the customer has any questions or concerns they can reach out to customer support.

  Customer Answer

  Date: 10/25/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 

  The agreement that was sent to me regarding the refund policy makes no mention of not getting a refund due to inactivity.  The business' response saying "as outlined in any applicable addendum to this agreement, if one exists" tells me they are making up new rules in order to not have to pay me the full refund.  I followed the rules outlined in the addendum that I signed initially when I joined the Housejet program.  Once the 12-month period came, they added in a review board process and other rules that I was unaware of when initially signing up.  I would not have signed up in the first place if I knew they were going to be deceitful.  I followed the refund policy that was sent to me and they are doing everything possible to not refund me.  I would like a full refund and citing new rules after the fact is unacceptable.  Please pay me the full $2,497 that is owed.

  "2. As outlined in any applicable addendum to this Agreement, if one exists.  Provided, however that if Licensee's system and marketing is disabled for inactivity, Licensor will be under no obligation to refund any fee paid..."

  
   
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 10/25/2024

  Any review process has to take in account the quality of leads generated as well.  If you go into the history of each lead I received, you can see that the majority of those customers were unresponsive to repeated calls and emails.  Housejet's own people tried calling them and you can see how many "no answer" customers I received.  If you are not providing viable leads, there has to be a responsibility to your customers who sign up for this program to refund them in full if they are not satisfied with your product.  This is the case for any business.  If you buy a product on ****** and it doesn't function properly, you have the right to return the product for a full refund.  How is that not the same in this situation?  Please do the right thing and refund me my initial setup fee of $2,497.  

  Business Response

  Date: 11/04/2024

  The customer would like this service to be treated like buying a product on ******, however this is a service that involves marketing (vs a product that is returned and resold) - so the comparison is misplaced.  This business has spent money and manpower generating a custom advertising campaign that generated leads for the customer.  The business has no control over who responds to marketing or control over how the customer approaches the **********************.  It should be again noted; that this business does not make a guarantee regarding lead viability - the terms and conditions expressly state this.  The leads are generated from direct response marketing with the interested consumer directly submitting contact information to the customer in real time.  The terms and conditions also state that if the customer's account suffers ************************* lock due to inactivity then one of the refund options is negated irrespective of any addendum.  The customer does have a refund option available upon the successful closing of one their book of leads and we encourage the customer to investigate that option and to reach out to support with any questions or concerns regarding this.

  Customer Answer

  Date: 11/04/2024

  Complaint: 22390601
  
  I have reviewed the business' response and am rejecting it because:

   

  Where does it say on the original, attached refund addendum that states you will not receive a refund if you have any periods of inactivity throughout your first 12 months?  I did not receive any other documentation when I originally signed up that clearly explained the refund policy except for this document.  There was nothing that notated a 30-day review board process.  If that was clearly stated to me at the beginning, I would not have signed up for Housejet.  This is the addendum that was sent to me when I first signed up and those steps were completed in order to comply with receiving my full refund after 12 months of being on the platform and not being satisfied.  If it is not clearly stated on that document, I am entitled to a full refund.  Anything else was added after the fact in order to not provide a full refund.  Housejet's current policy makes it impossible for anyone dissatisfied with their product to receive a full refund.  They make you wait 12 months on the system to where it is too late to dispute any credit card charges.  $2,497 is a lot of money for me, and I should not have to be going back and forth with this company to get my hard-earned money back.
  
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/12/2024

  This customer is subject to the terms and conditions of service.  The inactivity clause applies to customers both with and without addendums and this customer failed to qualify for one conditional refund due to inactivity - and other reasons.  This customer failed to implement strategies properly - which is a condition per the addendum, as well; including calls per lead, non visible USP on bio, signature block, and/or website - no face to face on scheduled appointments - and poor lead updates.  A variety of reasons preclude one refund option.  As previously mentioned the sale/refund option still exists and we encourage the customer to explore that option.  

  Customer Answer

  Date: 11/12/2024

  Complaint: 22390601
  
  I have reviewed the business' response and am rejecting it because:
  
  It is tough to implement strategies when you cannot get ahold of people via phone or email.  Housejet's own staff shows on a majority of the clients they could not get ahold of them so that needs to be taken into account when deciding to reject a full refund.  If anything, they need to be held responsible for the quality of their leads and review the "no answer" logs from when their own people tried contacting the leads sent to me.  Some focus needs to be put on me and some on the quality/motivation of the leads they are sending to me.  If anything I should be receiving a 50% refund for them to own up to those low percentage call backs alone (50% of total $2497 amount).  They cannot just dismiss accountability on their half when generating leads that do not answer the phone.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/04/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  I am requesting a refund of $4197.00. I enrolled in the House Jet lead program on September 14th, 2023. As stated in my executed contract, I am entitled to a full refund if no deal closes within the 12 month time period from the leads they provided. There was never any information conveyed nor signed that states any other stipulation is required. My request was declined for inadequate reasons, the claim you have to complete their university, and if leads dont get disposition within 48 hours, they mark your account inactive and that automatically disqualifies you from a refund. This was never conveyed when you sign the contract, also the leads provided half of them are bad numbers or incorrect information. How is anyone supposed to close a deal with the complete false data provided? For my own good deed and conscious, the best moral thing I can do is please let the public know to not do business with this company, I immediately regretted my decision 1 month after signing up but rode it out for 1 year in hopes Id either close a deal or get my money back. You have been WARNED. Unless someone makes this right and refunds my initial fee, this company should be class actioned.

  Business Response

  Date: 10/18/2024

  We take customer satisfaction seriously, and this complaint prompted a file review.  Upon review it appears this customer had a custom and non typical addendum and we have submitted the matter for a re rewiew which should solve the concerns.  We look forward to speaking with the customer and to resolution.

  Customer Answer

  Date: 10/23/2024

  Better Business Bureau:
  
  The business has refunded my money. 
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair 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.

  I am a Realtor. Housejet charged me $4500 stating in writing that they would send me leads in the 2 zip codes I wanted to specialize in. I began to receive a few random leads that were not what we agreed to. Within 8 days or so, I asked for a refund... for they were not delivering on their agreement. I have had to dispute this with my credit card twice. They first called the $4500 a deposit to be refunded at the first closing... then AFTER they charged my credit card over the phone they sent an addendum that stated it was a software fee. I have provided the documentation.This is a scam. I need to be refunded!

  Customer Answer

  Date: 10/03/2024

  Here is a photograph of the login page for Housejet.

   

  They have taken my $4500, not delivered on their services, and have locked me out of their system.

   

  They are swindling people out of money.

  Business Response

  Date: 10/23/2024

   

  We take customer satisfaction seriously and have performed a file review after receiving this notice.  It appears that this customer ordered 2 zip codes and then began receiving leads for those zip codes.  This customer contemplated a 12 month ************************* program but utilized it for 8 days.  In those 8 days this customer received 9 **********************, so the metrics were properly trending.  This customer was informed of the fess and refund policies prior to purchase.  This customer states they are engaging a bank dispute and we will take the matter up there as well, however we also suggest the customer reach out to support about reactivation and to give the marketing the agreed upon time.

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair 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.

  I paid $1,497 on June 19, 2023, and now I'm seeing $97 charges that I don't understand. The information and communication provided by this program have been misleading, flawed, and tampered with. At the 12-month ***** when I asked for a refund, their data system included many discrepancies. They made guarantees, but what I signed up for and trusted this company with has turned out to be a scam and a monopoly.I followed all instructions, including courses, website updates, and lead follow-ups, but the leads were fake. Not one of the ******************************* real estate, and one was even trying to steal my information. Significant changes, like the transition to the Circle platform, werent communicatedI found out through ******** a month later. When Housejet shifted from monthly video meetings to on-demand calls, they ignored my calls. I learned about a second business model change from a local agent's social media post, despite being told Id have a specific area. From the start, the information provided was incomplete, leading to confusion and inconvenience. Despite following all instructions and providing documentation. Ive been patient and cooperative, but my refund request was denied, even though I followed all requirements and secured my brokers signature. Communication was delayed, leaving me frustrated and undervalued. They later claimed the 30 extra days were only to try and secure leads and that I wouldnt get a refund. I was persuaded to go through a 30-day process under the assurance that it would strengthen my case for a refund. Even though I had done everything correctly, I trusted them and complied. However, they later claimed the 30 extra days were merely to try and secure leads and that I wouldnt receive a refund. *** filed a credit card dispute and informed them today. They misrepresented communication data, failed to notify me of business model changes, and refuse to let me speak to someone above the supervisor and provide refund.

  Business Response

  Date: 09/12/2024

  We take customer satisfaction very seriously and have reviewed the customer file to answer this complaint.  It mentions a $97 charge - a charge that was explained to the customer at the outset, the charge is now irrelevant because the company refunded the charge in less than 3 days however that was not mentioned by the customer in the complaint.

  The customer says the program is flawed and tampered with among other things but gives no explanation or example, so we are confused as to that statement.  The customer states that we are a scam/monopoly - we double checked and there is plenty of competition in this space, and this customer received everything included in his purchased package - including leads.  One issue in the file was multiple instances of system abandonment, which disabled his marketing and subsequently disqualified him from receiving a refund, another being incomplete training/university.  However, the company did present the customer with an offer even in light of the disqualification, which was accepted and signed by the customer.  The offer included additional marketing amongst other things as well as the opportunity to have his fee refunded upon a successful closing of one of the many leads provided.  The additional items were subsequently provided to the customer.  It was crystal clear that this was an offer in light of the disqualification and in no way was presented as a step towards a re-review of the initial request.

  Every lead is generated by individuals that are responding to a custom direct response marketing campaign who desire to purchase or sell real estate and are far from "fake".  We are confused by the circle platform statement, the second business model statement and all communication was answered via emails or answered and returned calls, including multiple conversations with supervisors.

  We always want to see our customers succeed and would invite the customer to have a conversation however he indicates an intent to dispute a charge and so the company will address these concerns in that forum at this time and wish the customer well.

  Customer Answer

  Date: 09/13/2024

  Complaint: 22205115
  
  I have reviewed the business' response and am rejecting it because:

  As a new real estate agent, despite my initial hesitation, I decided to proceed after the person on the phone offered a price reduction. At that time, I couldnt find any reviews due to the program being very new. I was promised a refund guarantee if no transactions were closed within 12 months. However, none of the leads I received were viable, and many were never contacted despite my efforts.
  
  I followed all instructions by completing the required courses, scheduling meetings, and updating the website. I was assured of monthly meetings with my account representative, but both scheduled meetings were missed. When the system transitioned to Circle, I was not informed about the switch from monthly video meetings to phone calls for questions, which caused additional confusion. We eventually had an emergency meeting where my marketing was revamped and a zip code was added, but I continued to experience issues.
  
  I encountered significant problems with lead quality and communication. There were periods of 2-3 weeks where I could not reach anyone for support, and I was consistently told I was doing everything right. When I requested my refund, I was informed that additional conditions applied, which were not disclosed at sign-up. I never even had any contact with the person who had signed me up.
  
  About 8 months into the program, I expressed my dissatisfaction and inquired about a refund. I was told that the company does not issue refunds, contrary to the 12-month refund policy stated in my contract. I was then informed that qualifying for a refund involved meeting several conditions and undergoing a review process, which was not mentioned when I signed up.
  
  When I reached out before my contract anniversary to request a refund, I was advised to provide specific documentation. Despite submitting all required documentation, the response was delayed, and I was ultimately denied a refund after many weeks. The communication was poorly managed, and inaccuracies in the data provided contributed to my frustration. My broker confirmed that I had no sales, but the email regarding this was sent on a Friday evening before the weekend, further delaying the response and appearing deceptive.
  
  Throughout the program, I invested significant time and effort, including dealing with poor-quality leads and having to cancel my credit card due to fraud attempts. I was misled about being the only agent in my area, only to find that others were also involved. The companys guarantees and communications were inconsistent and misleading. A reputable company would honor its refund policy if their system did not work as promised. Instead, I was offered options that required additional expenses or dealing with more poor-quality leads. I was also denied the opportunity to speak with a manager about ******. The staffs attitude changed drastically during the refund process, despite my efforts to resolve the situation amicably.
  
  The discrepancies and lack of transparency have significantly impacted my experience, and I believe a fair resolution is warranted. Everything stated verbally differed from what was communicated in writing. A reputable company would offer a refund if their system didnt work. Instead, I was offered options that required more money or dealing with poor-quality leads. I was told this was only way to get my refund. They would make it sound like there was not enough evidence despite the fact there was no reason for them to deny my request. They forget to mention the companies many changes of their business plan, things I had already did that I had to restart and was not notified like watching university videos. I was left with no viable options and was misled about the refund process. They didnt say that the 97 dollar thing was a one month only thing.They told me to just sign up and do it so we can gather more evidence for your refund even though I did everything that was asked during 12 months. I was trying to be accommodating. The man on phone said thank you for being so kind on phone and we get a lot of bad calls and don't want to see the last guy finish last. They only say what you want to hear. I said look I have done everything, I'm being amicable and just want my refund. Then I was told there wasn't anyone higher I can talk to and no one can help me. The woman on the phone was so rude. They do everything verbally and as a newer agent fell for this scam. I still have not heard back after calling many times. 
  
  
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 09/19/2024

   

  We have reviewed the response and will respond to the main issues.

  $97 charge:  This charge was something the customer was aware of.  After the customer requested the charge be refunded, it was - in less than 72 hrs.  We do not see any further issue with this.

  Speaking to a manager and communication matters:  Our records show a stream of communication back and forth with calls answered and returned and support tickets etc.  It appears that this customer was speaking with the manager of the department he complains about not speaking with the manager - we do not see any further issue.

  Following all instructions:  This account had an issue of system abandonment.

  As stated before this customer accepted an offer after not qualifying for a refund - the customer stated he wanted another review of his account for a refund and has had the benefit of the accepted offer.  If the customer would like to contact customer support to determine if his additional offer has improved or changed that result he is free to do so to see if there is a resolution possible after having had an opportunity to enjoy the benefits of the offer.

  Customer Answer

  Date: 09/26/2024

  Complaint: 22205115
  
  I am writing in response to the recent letter I received today.
  
  Whats interesting is that ****** said there was no one else to connect with above her and refused to let me speak to anyone else. I dont understand how a company that claims to be supportive verbally can then switch positions and change things in writing. I trusted this company to deliver a service. I had did everything possible to do this amicably and this was a last resort as I was getting no support and no where. 
  
  I didnt think I would need to keep detailed records of communication because I trusted the company, but there was a lack of response time on your end. This is the first time Im seeing your name. I even provided documentation from my broker showing there were no sales.
  
  I have been as amicable as possible, but I was still denied the chance to speak to someone else. The companys way of assisting me was to say that you would do what you could to get my refund. None of the leads had shown any interest in ****** or even posted that they were looking. Everything I was told from the start was inaccurate. 
  
  I had already addressed issues like other agents using the service in the area when I was told it was just me and the refund policy. I should have known better as they were bargaining with me to sign up. They switched the university in July even though I had already completed it in July 2023. 
  
  As I mentioned in my email, no one communicated with me about these switches. I was never informed twice about changes in communication. The $97 charge was supposedly related to something after 12 months. The one previous 96 dollar charge I called because it was an error on your part. I still do not know why you charged me a 97 dollar charge. It was only removed because I called and mentioned I received this charge.
  
  I had to call many times to get a response about how to get my refund. I was repeatedly told that we appreciate your patience and understanding because kind people are hard to find. I only agreed to this because I was told it would provide evidence for a refund, even though I had already completed everything and had evidence. 
  
  The changes made by the company erased what I had done. I always called and asked and was told I was doing everything correctly. I found out that the after 12 month $97 charge from ****** was only for one month. They refused to let me speak to anyone above ******, and there were days and weeks when I didnt receive any calls.
  
  What product did I receive? You can review the contacts provided; none had any interest in ******, and the contact information listed was not even real. I was harassed by people saying that the contact details were incorrect. The multiple instances of system abandonment, which I already explained, were due to changes I was not notified about.
  
  Monthly meetings were changed to just a call in July 2023 and then to the Circle platform later. I also completed the university training as soon as I was informed about it. When everything was reset, I was told I didnt have to do the same training again.
  
  The company presented an offer that I accepted, with the only explanation from ****** being that it would provide evidence for a refund and appreciation for my patience. I would always hear the *** etching from customer service the same like We cant do anything for you,  They would acknowledge my frustration, agree with me, and say they would escalate it to higher management, but then communication would pause, and I would be told, Sorry, we didnt call you.
  
  What additional marketing? I didnt receive any actual leads. When you try to be accommodating and cooperative, you end up with these results.
  
  Its disappointing when you place your trust in someone. ****** told me that the accepted offer was not represented, which shocked me when I heard it from ******. The Circle platform, which I had to contact Housejet about, was not properly communicated to me. I only found out because I saw an agent from my area on Housejet on social media. The first change happened in July, and all the changes related to the Circle App and deliverability occurred during a 2-3 week delay. I was constantly trying to reach Housejet.
  
  Regarding communication, it is not true that all customer interactions were answered via email or returned calls, including multiple conversations with supervisors. ****** said there was no one else I could talk to above her and was unfriendly about it. Every time I asked to speak with a higher supervisor, I was told, We cant do anything. Customer support said that was all they could do and offered no help. When they said they would communicate with higher management, I wouldnt hear back and had to call to confirm any updates.
  
  I trusted you, and everything promised was not fulfilled. The staff did not provide accurate information.
  
  I repeatedly said I wanted to handle this amicably. From the person who signed me up to the changes that were not communicated, there were many changes with little direction. I just want my refund as I have complied with all requirements and did everything I was supposed to. The service did not meet the expectations set. Now that I was able to get a response from the man in the email, I would appreciate a call. 
  
  
  Sincerely,
  ****** ****

  Customer Answer

  Date: 10/16/2024

  10/16/2024 PE:  Email went to the consumer informing them of the complaint moving to mediation.  Asked if a resolution had been reached independently of BBB.  Requested a response via email.  Provided my contact information.

  10/24/2024 PE:  Email back from the consumer.  No resolution reached.  Asking for a full refund.

  Business Response

  Date: 10/16/2024

  10/16/2024 PE:  Called main number.  Left vm for ****** ****.  Provided reason for the call:  6 cases moved to mediation.  Asked for a return call.  Provided my name and direct dial number.

  10/24/2024 PE: Emailed ****** informing her of the status of the complaint (moved to mediation).  Asked if the company would make a good faith effort in the form of a refund.  Requested a response at her earliest convenience.

  11/1/2024 PE:  Email to ****** requesting refund to consumer.  Requested that she respond to email as soon as possible.

  Customer Answer

  Date: 11/20/2024

  Hi. Is there an electronic form that I can complete this? Thank you so much! 

  Customer Answer

  Date: 11/20/2024

  Hi. Is there an electronic form that I can complete this? Thank you so much! 

  Business Response

  Date: 05/20/2025

  Mr. **** initiated a bank dispute which was previously attached.  Mr. **** abandoned his system while we continued to spend on Mr. ****** marketing - resulting in waste, amongst other issues.  The business spent considerable time and money defending this bank dispute and was ultimately successful.  The business then offered Mr. **** a continuation of the program (which included a reactivation fee).  Mr. **** accepted this offer.  Mr. **** then initiated another bank dispute regarding the activation fee that he had just agreed to & therefore we began the process of spending time and money defending a new bank dispute, which was ultimately again successful.  Taking into account time and ********************** - we have arguably spent more on defending chargebacks and providing marketing than was paid to us by Mr. *********** Per our terms Mr. **** is arguably liable to us for the chargeback costs and fees. 

  
  

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On May 30th, 2023, I enrolled in HouseJet's Pay Per Closing program based on the explicit promises made by HouseJet that I would be entitled to a full refund of my initial payment after ope year, I would be completely refunded if none of the leads/referrals provided by your company result in a closed sale. This assurance was the sole reason I chose to enroll in this program.The program has utterly failed to provide me with viable leads. On May 30th, 2024, I submitted a timely request for a refund of my initial payment. HouseJet's refusal to honor this request is unacceptable. Citing incomplete training as the reason for denial is both deceptive and fraudulent, especially since HouseJet locked me out of my portal following my request, preventing me from disputing this baseless ******** message, email, phone call, or correspondence was sent by Housejet alerting me to the so-called classes or training despite my follow-ups and check-ins asking if I had missed any meetings or obligations.Section 5(a) of the *** Act prohibits "unfair or deceptive acts or practices in or affecting commerce," and applies to all persons engaged in commerce. A representation, omission, or practice is deceptive if it is likely to mislead a consumer acting reasonably under the circumstances, and is likely to affect a consumer's conduct or decision regarding a product or service. The misleading statements of ***** ******* on May 26th, 2023 directly stated that I would be completely refunded if none of the leads provided by your company resulted in a closed sale. This among many other misleading statements more than qualifies as material deceptive at best and likely fraudulent.During my time with HouseJet, the leads provided were consistently useless, with incorrect contact information or potential clients looking to rent rather than purchase.

  Customer Answer

  Date: 08/29/2024

  Hello, 
  I have additional information to support my case. I have screenshots of an email that I sent asking if I have any missed meetings, etc. The response was "I do not necessarily see any missed appointments or anything of that nature"
  
  This correspondence is significant and conflicts with their statement regarding my refund denial. 
  
  I can send the screenshots if they are helpful 

   

  Thank you for your help

  
  Mark

  Customer Answer

  Date: 09/18/2024

  Hello, I received your message that the business had not responded. They will answer the phone and they have a physical address..

  **************************************************************************** - **************

  ***********************************

  ***********************************about-us

  I would also like to make a public complaint on your site. I see there are others that have done so. How do I proceed? 

  Here is a list of complaints and responses from the same business. I'm not sure I understand why they aren't specifically responding since they've recently responded here - **********************************************************************************************************************************************************************************************

  Was my contact info incorrect? 

  Thanks!
  

  Customer Answer

  Date: 10/04/2024

  All of a sudden I have received a refund in my account.  I didn't receive any notification or email from them.    

  Business Response

  Date: 10/07/2024

   

  We are sorry this customer has experienced difficulties.  After receiving the complaint a file review was performed.  This customer, upon purchase - had a conditional refund policy as outlined in the terms and conditions as well as the addendum received at sign up.  Subsequently this customer had a communication with a manager which could be viewed as having modified the conditional refund policy - this was not noted/noticed during the initial review process and was an unintentional modification, however the company has honored this modification and refunded the customer as of 10/1/24.  We disagree with all statements regarding deception or fraud and wish this customer the best.

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair 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.

  I am requesting a refund of my $2,495 from HouseJet due to gross overpromising of services rendered. I was promised ***** leads per month from HouseJet, and even with all of the complaints against them, I still signed up for it. They have delivered nothing but excuses as to why my performance has been so low. I am not in a position to be wasting money, and this company has done nothing but waste my money.

  Business Response

  Date: 08/14/2024

  We take customer satisfaction very seriously.  This message prompted a review of the customer's file.  The sales call indicated a goal lead count of 8 to 12 a month - and the metrics so far (this is a new account) are close, and as we previously indicated in support tickets - adjustments can and are made as the advertising campaign matures that tend to make up the difference over the course of the 12 month marketing program.  Please continue to monitor and work the leads as the arrive in real time and if the metrics remain static please give customer support a ring to discuss this with them and reference this reply.  Our advertising campaigns are unique to the customer and provide ********************** directly and only to that customer - and often the campaign needs time (more than 1.5 months) to mature.  Thank you and we look forward to speaking with you. 

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair 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.

  Date of transaction:July 10, 2023 Amount:$2,096 Merchant promised:To provide vetted quality leads However the leads provided were illegibly ******************** Action from consumer:I tried working with the merchant on this matter. However, they refuse to work with me on my request. Advertising seen:The ad was seen on ******* and ********

  Business Response

  Date: 08/14/2024

  We value customer satisfaction and this message prompted a file review.  An individualized advertising campaign has been purchased for this customer that sends potential customers to them in real time - the potential customers are requesting contact in order to show up in this customers CRM.  We will absolutely have a discussion about the leads and have a discussion about what kind of adjustments can or should be made.  Please reach out to customer support at your earliest opportunity and please reference this reply.  We would love to help you optimize your system and opportunities.

  Customer Answer

  Date: 08/18/2024

  Complaint: 22056821
  
  I have reviewed the business' response and am rejecting it because:
  Section 5 of the ************************ Act prohibits unfair or deceptive acts or practices affecting commerce; this encompasses deceptive marketing and sales practices that mislead consumers. Despite HouseJet company's advertisement and promise to provide the following: "High-Quality Leads, Buyer & Seller Leads," it did not align with reality. Unfortunately, their so-called qualified leads were far from legitimate. Their leads provided contained alarming information, including individuals linked to registered *** offenders, fraud, aggravated assault, bankruptcy, and foreclosure charges.

  Additionally, the contact details of other leads were inactive, with many expressing no interest in finding a home, indicating that their information may have been obtained without their consent. One lead based in ** mentioned that they were not looking for a home in ***********. This inconvenienced both parties as it's outside the market I serve. These findings raise concerns about the safety and suitability of the leads for business purposes and question HouseJet's integrity and commitment to consumer safety. It proves their failure to complete due diligence before providing their leads for agents to sellmy attempt to resolve the matter with HouseJet on July 29th, 2024, at 12:56 pm. I spoke with the rep ******* however, they refused to provide a refund, which compelled me to file a claim due to their failure to honor their business commitment. Throughout my engagement with HouseJet In September 2023, I consistently voiced concerns about the quality of leads and requested a refund. However, the company representatives insisted that I continue with the subscription, promising a no-hassle refund if I didn't see progress with the "qualified" leads provided. 
  
  During the pre-onboarding process in July 2023, Remington assured me that I would be eligible for a guaranteed refund within a year if their "qualified" leads provided did not result in a closed sale within a year. 
  
  It is important to bring immediate attention to HouseJet's unethical practices and the dangers they pose to consumer safety and inflicted financial stress. It is vital to inform all real estate agents about these issues and urge them to take proactive measures to avoid falling into the reckless trap of HouseJet's dangerous practices. We have a responsibility to protect our consumers against these deceptive actions and hold businesses such as these responsible for their unethical and misleading practices.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 08/26/2024

   

  We take customer satisfaction seriously.  This customer quotes qualified ********************** repeatedly in their sur response and a review of the sales call and terms and conditions reveals no such thing.  As stated - the marketing component of our software provides leads in real time to the customer from potential real estate customers who fill out a direct response form requesting contact for assistance in purchasing or selling a property (or both).  There was no promise to background check every individual lead - and the customer never once made a complaint about same during the program, so that component of the reply confuses the business and is germane to the product sold and received.  

  The main issue in this file was system abandonment and marketing lock due to same.  The customer abandoned the system for 6 of the 12 months resulting in the business wasting a marking buy to a large degree.  System abandonment / marketing lock is expressly referenced as an event that will prohibit a refund in the terms and conditions.  This customer is heard on the sales call having reviewed the addendum which spells out the conditions for a refund prior to purchase (the conditional refund policy), and unfortunately the abandonment will disqualify the refund being sought. 

  We do want to see the customer achieve success and a refund is still available upon a sale or sales.  We invite this customer to reach out and discuss options while referencing this reply and want to work with them.  We look forward to having that discussion.

  Customer Answer

  Date: 08/26/2024

  Complaint: 22056821
  
  I have reviewed the business' response and am rejecting it because:

   

  The information stated is false. This company services states quality leads which was never suffice to the service offered. Now I'm confused about inactivity as the sales *** never mentioned as such. Are you honoring your invovice and business practice.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 08/26/2024

  Provided is the company invoice of their policy.

  Customer Answer

  Date: 08/26/2024

  Provided are the documents that ********* ****** only stated to me on the initial process. 

  I've completed everything that was required of this. If my account was inactivate then is there any reason why you deducted an additional $97.00 out of my account July *********? Also I will need written documentation sent to my email during these 6 of 12 months of Housejet notifying me that my account is inactivate effective within these 6 months you are referring to. This deduction is puzzling, considering my account has been inactive for the past 6 months. I checked my credit card statement and it clearly shows that money was taken from my account by Housejet in July 2024. I would love to have clarification on this matter so I can send it to my credit card company.

  Customer Answer

  Date: 08/26/2024

  Provided are the documents that ********* ****** only stated to me on the initial process. 

  I've completed everything that was required of this. If my account was inactivate then is there any reason why you deducted an additional $97.00 out of my account July *********? Also I will need written documentation sent to my email during these 6 of 12 months of Housejet notifying me that my account is inactivate effective within these 6 months you are referring to. This deduction is puzzling, considering my account has been inactive for the past 6 months. I checked my credit card statement and it clearly shows that money was taken from my account by Housejet in July 2024. I would love to have clarification on this matter so I can send it to my credit card company.

  Customer Answer

  Date: 10/10/2024

  I have provided recording documents of Hosejets misrepresentation and failure to honor their commitment and promises that they are delivering to the consumers and regarding this case. Please review and let me know if more is needed.

  Customer Answer

  Date: 10/10/2024

  I have provided recording documents of Hosejets misrepresentation and failure to honor their commitment and promises that they are delivering to the consumers and regarding this case. Please review and let me know if more is needed.

  Customer Answer

  Date: 10/10/2024

  I have provided Housejets recording documents of false misrepresentation and failing to honor their commitment and promises that they are delivering to the consumers and regarding this case. Please review and let me know if more is needed.

  Customer Answer

  Date: 10/16/2024

  10/16/2024 PE:  Email went to the consumer informing them of the complaint moving to mediation.  Asked if a resolution had been reached independently of BBB.  Requested a response via email.  Provided my contact information.

  10/16/2024 PE:  Email received from consumer:  I would like to request a full refund based on the verbal and written promises I received from HouseJet. 

  11/1/2024 PE:  Spoke with the consumer and she will be reaching out to her cc company.  They asked her to file with BBB.  She may be able to receive a refund through them by disputing the charge.  If anything changes, she will inform bbb.

  Business Response

  Date: 10/16/2024

  10/16/2024 PE:  Called main number.  Left vm for ****** ****.  Provided reason for the call:   case moved to mediation.  Asked for a return call.  Provided my name and direct dial number.

  10/24/2024 PE:  Email sent to business informing them that the complaint has been moved to mediation, mediator assigned.  Asking for a good faith effort in the form of a refund.  Requested a response at her earliest convenience.

  11/1/2024 PE:  Email sent to business, ******.  Communicated that this is the third communication to her regarding the mediation case.  Consumer requesting a refund.  Asked for her to respond to the email as soon as possible.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair 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.

  Purchased a lead based service from ************************** aka ************************ for $3,997.00 on May 28, 2024 and was told they have bonafide leads to sell with a membership to their service. Since May, the leads that are computer generated and texted to me have been to phone numbers that never answer, they teach not to leave a message and just randomly call them. If and when you do get someone to answer the phone of one of the lead telephone numbers given to me the people tell me they dont want me to call again and take me off of the list! Two people told me that they put me one the Do Not Call Registry List! They are angry and not a bonafide lead. I feel that I was sold by promises that as time goes on will not amount to any genuine buyers or sellers looking to conduct a transaction. I have contacted them through email and phone calls and after three weeks of being ghosted by this company I am unable to get through to receive the $3,997.00 back that I paid for this service. I need your intervention please to help me resolve this matter. Thank you. **** ******

  Business Response

  Date: 08/14/2024

  We value customer satisfaction, and this message prompted a file review of the account.  It does not appear that the customer has been "ghosted" - we show communication with support over the phone and through the ticketing system.   A review of the sales call shows that the customer was provided with the conditional refund policy prior to purchase and was aware of the time frame required.  The leads sent to this customer are from a personalized ad campaign that directs all of its leads to the customer in real time & sourced from consumers who are requesting contact from the customer.  It is still early in this customers ************************* campaign so we invite the customer to contact us to discuss what kind of adjustments could be made to better suit their needs during the contemplated time frame as opposed to early termination of the campaign the company has already invested in.  We look forward to hearing from them and invite them to reference this response when communicating with us next. 

  Customer Answer

  Date: 08/14/2024

  Complaint: 22025641
  
  I have reviewed the business' response and am rejecting it because:

  The leads that this business states are from people who what to receive contact from me in my region have no interest in my contacting them.  They tell me they did not request information and do not know how I got their information.  The phone numbers that I am provided are either not good or no one ever answers.  Some people tell me they have no interest in buying anything in my area and to take me off of the list.  It is a bogus service they are providing.  Aimed at taking peoples money up front fully knowing that they are providing no real sources of leads.  The company took my complaint and did nothing with it.  I requested a supervisor to contact me because I was never able to get around the person answering the phone.  After 3 weeks of not receiving any call back or effort on their part to issue a refund, I contacted my ***************** and the Better Business Bureau.  Other peoples similar experiences being taken by this company can be seen on **************.  Messages like RUN~ are posted by people who they took advantage of too.  It is my hope that this company be stopped from the intent to defraud other real estate professionals who honestly looked to them to provide the service that they proport.  

  **** ******, Broker 

  Essex Real Estate 

  Business Response

  Date: 08/15/2024

  We are sorry this customer is not reporting the best satisfaction.  We are always available to discuss any issues with leads, and again invite this customer to have a meaningful discussion at any time. We provide a custom advertising campaign unique to each customer and the only method a lead becomes generated is by a potential real estate customer filling out a form requesting contact.  ** times those leads can be "shy" leads and it sounds as if this customer potentially experiencing some of that.  There are University courses that cover contacting these leads and invite the customer to review same.  As far as a refund request, it is premature at this stage of the advertising campaign and encourage the customer to continue to work the incoming **********************.  If this customer has an issue with specific ********************** we also encourage them to communicate the specifics with customer support.  Thank you.

  Customer Answer

  Date: 08/16/2024

  Complaint: 22025641
  
  I have reviewed the business' response and am rejecting it because:  There is nothing legitimate about the leads they have given.  There is not one that is legitimate.  They are all bogus.  I see the many bad reviews that this company has done this scam to many people.  I have requested a refund and they have refused to grant it.  They never returned a call that I put in to speak to the supervisor about my dissatisfaction of the promises they stated to get me to sign up and hand over my hard earned money.  After waiting 3 weeks for a return phone call, I took matters into my own direction and got my credit card company involved.  I will receive my refund and add this bad experience with the other fraudulent lead service company's out there.  I am a small business that fell for the sales pitch and had hoped they were honest.  But they are not.  

   

  It is my hope to be able to avert other small businesses from being taken advantage of this company.  Please post this on your BBB website.  Thank you for your help.  
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 10/16/2024

  10/16/2024 PE:  Email went to the consumer informing them of the complaint moving to mediation.  Asked if a resolution had been reached independently of BBB.  Requested a response via email.  Provided my contact information.

  10/16/2024 PE:  Multiple emails from the consumer stating and documenting that she requested a refund.

  Business Response

  Date: 10/16/2024

  10/16/2024 PE:  Called main number.  Left vm for ****** ****.  Provided reason for the call:  case moved to mediation.  Asked for a return call.  Provided my name and direct dial number.

  10/24/2024 PE:  Email sent to business informing them of mediation, mediator and request for a good faith effort in the form of a refund to the consumer.  Asked for a response as soon as possible.

  11/1/2024 PE:  Email sent to ******.  Consumer is requesting a refund.  Asked for a response by email as soon as possible.

• Initial Complaint

  Date:07/15/2024

  Type:Customer Service 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.

  I was told that I would receive a refund of 1500 after 1 year of service with no real estate closings. I have reached out to the business and was told that would not get a refund due to inactivity. But when I signed up, I was never told that at the time of the agreement and making my $1500 payment nor was any stipulations such as this when I signed off. I believe this was very deceptive.

  Business Response

  Date: 08/02/2024

  We value customer satisfaction and have reviewed the file in question in order to respond to this customer's concern.  It appears in the initial sales call the customer was informed of the expectation to update the *** on a regular basis - this is to keep the customer up to date on **********************, and to ensure that marketing being spent does not go to waste.  Ultimately there appears to be several months of inactivity on the account.  We invite the customer to reach out to customer service and discuss options - and to please reference this conversation at that time.  

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair 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.

  I am filing this complaint against HouseJet and seeking reimbursement for 4497$. I purchased this service Jan 5, 2024 and was promised atleast 8-12 qualified leads a month. I have not gotten ONE. I also have my VA calling daily and she says the same leads reappear every day, which has happened to me before too. When I brought this up to housejet in APRIL 23rd, 2024, they said to just keep dialing and theyd hit me back in a month. Its been well over 2 1/2 months and Im still waiting for that follow-up from support. The leads are 95% disconnected or wrong numbers, and the 5% that are real dont seem to speak any English or are looking to rent.I have website leads that have converted and given me actual closings without paying for ads so I know its not my area. I am so disappointed with the service because it was such an over promised and under delivered product.If I wouldve had even one qualified conversation in my 6 months of being with them I probably wouldnt be writing this, but given as I have multiple agents saying the same thing and these are all very high producing agents I would like my money back before my 12 months. One of the other agents was told good luck you signed a contract and denied.I felt like I was given the runaround with support. For 4,497$ I would expect to have at least made my money back by now but I havent found a single agent thats happy with their service. Its a large chunk of money.

  Business Response

  Date: 07/11/2024

   

  We value customer satisfaction and have investigated this customer's concerns and file.  A review of the sales call confirmed that what was discussed was exclusive leads vs "qualified" leads, and this is in line with what was provided.  There was never a promise or indication that the customer would have **************************/ready to act contacts a month gleaned from a direct response marketing campaign.  The sales call also revealed that this is an area of many non english speakers and according to the customer there are many renters.  This is consistent with what is being reported here.  We do note that the customer is wanting to talk to support - we invite the customer to call in at their convenience, as we do show that the account was being monitored and adjusted/improved by support.  A review of the lead metrics shows that the numbers are in line and that there have been appointments, some missed.  A review of our university courses regarding direct response marketing could be helpful.  Some leads are not ready to buy or sell immediately and will require some nurturing - a 12 month term is what was contemplated and agreed to for the product.

  Thank you and we look forward to discussing your issues.

  Customer Answer

  Date: 07/12/2024

  Complaint: 21961454
  
  I am rejecting this response because:
  
  There has not been one single qualified lead. I have tried many times to contact all leads and have failed at contacting most. All appointments set have been missed and strangely on one Housejet ISA had clear back and forth communication but when I tried contacting them via multiple texts and calls I never got a reply.

  Most of my business comes from cold calls, so to get a higher response rate from cold leads than from qualified warmer leads something is severely off.

  I purposely didnt contact support to see if you guys actually took consideration for the case and would follow back up when promised - but I have not heard back.

  Its happened multiple times that leads reappear multiple days in a row and the response I got from support was that the only way for that to happen is for someone to reenter their info and that those should be the warmest leads yet I NEVER got a reply from any of those numbers nor did my assistant.
  

  I would expect a higher level of customer attentiveness from a 4,497$ product.

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/15/2024

   As mentioned previously, this customer has been receiving exclusive **********************, as contemplated - and it appears that they are in the midst of a direct response marketing campaign of which a review of university may be helpful.  Please reach out to customer support to further discuss your concerns as that is the best and most efficient way for the business to assist you.  The account has been monitored and adjusted for performance.  Please call the general support number if you are having difficulty reaching an individual.  Thank you.

  Customer Answer

  Date: 10/16/2024

  10/16/2024 PE:   Email went to the consumer informing them of the complaint moving to mediation.  Asked if a resolution had been reached independently of BBB.  Requested a response via email.  Provided my contact information.

  10/16/2024 PE:  Email received from consumer:  Good morning, thank you for reaching out.  I am seeking full refund but in the case they are willing to go partial I will accept 3000 or above.

  Business Response

  Date: 10/16/2024

  10/16/2024 PE:  Called main number.  Left vm for ****** ****.  Provided reason for the call:   case moved to mediation.  Asked for a return call.  Provided my name and direct dial number.

  10/24/2024 PE:  Emailed ****** informing her of a voice mail left last week, status of the case moved to mediation and asking for a good faith effort in the form a refund for the consumer.  Asked for a response to the email.

  11/1/2024 PE:  Emailed ****** for the final time.  Asking for a refund for the consumer and a response from her as soon as possible.