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:08/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The premium business account I acquired March of 2024 turned out to be an expensive mistake. I've been in real estate for two decades and the Brokers I've connected with that used Dotloop in the past have also had the same issue. They're credible sources but elected to receive a refund from Dotloop versus writing a negative review which concerns me more and prompted me to write this review. Note, I won’t use names (unless required) but I worked with the same people mentioned in these other reviews. My experience: despite my sales rep promising a world of support his follow-up was nonexistent, leaving us to fend for ourselves to try to fix what ended up being an unresolvable issue. Here's the issue: their claim to have partnerships with all *** platforms is a blatant lie. Not all ***'s are supported! This is a significant issue for Real Estate Brokers that are purchasing a real estate solutions platform and you find out when you try to put in your first offer or listing…AFTER YOU SIGNED YOUR 6-MONTH CONTRACT AND SPENT $$$. To add insult to injury, the system crashes during peak usage, making it near impossible to submit offers promptly. If requested by any reader, I am more than open to provide: 1) video showing when the system crashes, 2) a video of the *** issue, and 3) screenshots of text messages and emails. And let's not forget their "success" team - utterly ineffective! When I realized that the *** data was not going to be populated into the CAR forms because they didn’t have a partnership with ********, they dismissed my concerns, suggesting I wait out a pointless six-month cancellation period. Each call felt like they were more concerned with defending their subpar software than addressing my legitimate issues. Avoid this company at all costs. Oh, and if you try to hold for a manager they'll hang up on you. Happened to me 7 times! Stick with a free account from other transaction platforms and invest in a transaction coordinator for a smoother experience.

• Initial Complaint

  Date:06/27/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Complaint Summary 1. Withholding State-Required Documents Dotloop has unlawfully withheld state-required documents that are essential for compliance with ******* regulations. As a licensed real estate broker, I am legally obligated to maintain and access these documents. Dotloop’s actions have severely disrupted our operations and violated ******* Statutes Section ********, which mandates that brokers must have access to their legal documents. 2. Breach of Payment Plan Agreement On March 18, 2024, Dotloop agreed to a payment plan allowing us to pay $200 per month until our outstanding balance was settled. Despite adhering to this arrangement, Dotloop failed to honor the agreed-upon terms. They acknowledged receiving payments but subsequently deactivated our account, insisting that the full past due balance was required to reactivate services. This breach of the payment plan has caused unnecessary financial strain and operational disruption. Details of the Incident • On March 18, 2024, I was informed that I could pay $200 per month to settle our outstanding balance. • Payments were made according to this plan, but Dotloop later deactivated our account, claiming non-receipt of subsequent payments on time. • Despite multiple communications to resolve this, Dotloop continued to withhold access to our documents and insisted on immediate full payment. Impact on Business Dotloop’s actions have: • Disrupted our real estate transactions and client relationships due to the lack of access to essential documents. • Caused financial strain by refusing to honor the agreed-upon payment plan. • Resulted in significant operational delays and potential legal compliance issues. Desired Resolution I request that Dotloop: 1. Immediately restore access to all withheld documents. 2. Honor the original payment plan agreed upon on March 18, 2024. 3. Provide a full account of services and charges to ensure transparency and compliance.

• Initial Complaint

  Date:06/21/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 had an account with Dotloop for about 6 years. In which i paid them $313 a month and now that i have choose to cancel my account with them. They refuse to allow me to access documents that i have paid for that have to be maintained in my possession for 5 years. I have called them 3 times, emailed support 5 times and called them 3 times and they will not release the documents.

  Customer Answer

  Date: 06/26/2024

  Problem:
  Subject: Urgent Help Needed - Customer Service and Document Access Issues Dear BBB, I am writing to express my deep dissatisfaction with the service provided by April Stevens and her team at Dotloop, and now I find out that April also works for ******. My experience has been nothing short of frustrating and disappointing. Here are the issues I am facing: 1. Repeated Dashboard Lockouts: My. dashboard has been locked three times without explanation or resolution, preventing me from backing up my documents on my profile that need to stay open after the admin profile is shut down. 2. Refusal to Release Documents on my ADMIN PROFILE: Despite having my documents in their system for six years, they refuse to give me access. It was not disclosed that Dotloop would lock this system with my documents in it, that I would not have access, or that I would have to pay another source to house my office documents. I just found out about this today from a phone call from Dotloop. 3. Threats and Contract Issues: They have threatened me, insisting that I stay in a contract, charged me additional fees, and now demand that I find an alternative way to retrieve my documents before July 2, 2024, or they will lock my access again. 4. Lack of Support: Despite multiple calls today, the customer service has been unhelpful and self-serving. It is disheartening to see such a drastic change in service quality once I stopped being a paying customer. I am pleading for help from the corporate office and the community to resolve this matter urgently. This experience has significantly impacted my trust in the company and impacted my business because of not being in compliance. Please assist me in getting my documents onto my other profile that I will have continuous access to and addressing these service issues. Thank you for your prompt attention to this matter. Sincerely, **** ****
  
  
  Desired Resolution:
  Refund

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The realtor I hired to sell my home used DotLoop for all his contracts requiring my signature. I signed with hesitance having never heard of this site and being more familiar with ********. This process began in December, 2022. Once successfully creating a login profile and password and logging in I get a message stating that “access denied” each and every time. Therefore I am not able to either access a mutually signed document or documents. My realtor was abusive and used this site as a means to keep me from gathering any documents he signed. I have none of the documents signed by both parties and this site will not allow me access to my own legal documents. It is clearly only Realtor friendly. It should not be legal to deny me the right to view or download my own legal documents once executed and signed. Being specifically BLOCKED from the site once I login is fishy and concerning. DotLoop is a tool that should be mutually beneficial to both parties and not a means by which your important legal documents are not obtainable by the clients. Please find a way to address this loophole in DotLoop. It has caused me numerous problems and concerns, especially since my realtor is threatening to sue me, and I need those documents!

• Initial Complaint

  Date:06/23/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Called to down grade my plan. Missed the cancellation by just over a week and they refused to let me down grade. Tried to speak with a supervisor and that went no were, just the same person over and over that told me to suck it up and deal with it. Not sure what else to expect from a ****** company.

• Initial Complaint

  Date:05/16/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Because of a glitch in Dotloop's billing system, I have been getting charged for the last 5 months without any notice to a completely different email because there was an account created and never used, but payment information was entered on a completely different account/login. The Dotloop employee let me know when there is an autofill on one account, it can assign payment to another account that you're not logged into! A Dotloop employee is telling me they can only refund 3 out of the 5 charges. How is a technical/billing error on Dotloop's end my fault?! May 13, 2023 DOTLOOP ###-###-####, WA, USA -$34.59 Apr 13, 2023 DOTLOOP ###-###-####, WA, USA -$34.59 Mar 15, 2023 DOTLOOP ###-###-####, WA, USA -$34.59 Feb 13, 2023 DOTLOOP ###-###-####, WA, USA -$34.59 Jan 14, 2023 DOTLOOP ###-###-####, WA, USA -$34.59

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  All I can say is that Dotloop got me fired. I was recently working a contract and would send them to the couple to sign. The wife always had a problem and I tried to help her. The database says I signed her name. It is possible when trying to help her I hit something wrong. What is horrible is that I truly thought she signed because she had all intentions of signing when her husband did. My main complaint is that apparently it is super easy to sign someone's name. Something that important should not be so easy. Especially with me being a fairly new agent. Please have someone fix that because this has been a horrible experience. I would hate for anyone else to go through this. I do not have access to Dotloop to send you copies. If needed I do have emails where it states she signed. Of course I realize it is what it is. Thanks

• Initial Complaint

  Date:11/11/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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've had an account with dotloop for years. They are now demanding my private information just to log in to my account. Pathetic!

• Initial Complaint

  Date:10/19/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Dotloop has been advertising, directly through their Application on ******, the option to upgrade from a basic plan to premium for $31.99 for a year. They advertise this as a 99% discount from their monthly rate of $329.99 per month, as displayed in the attached image, and by upgrading our account through their app we agree to their terms and service. However, when you go to upgrade to premium, they attempt to charge you the $329.99 rate instead. We contacted them on September 29th, and I spoke with Karl H****** at that time, who informed me that he would work to get it taken care of for me and applied but never reached back out to do so. We are demanding that the company honor the advertised price, as this was not a one day error and has been continuously displayed every single day in their app for the last 3 weeks.

• Initial Complaint

  Date:07/15/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dotloop required me to sign a 6 month trial. I was promised easy integration and on demand support. I asked for a trial period to see if their software would work with my company. I was denied a trail period and was told I must sign a contract. After starting the program, I quickly began to realize how difficult it was to manage the program. In addition, lack of support was very frustrating. There were immediate issues with integration, and the support could not figure out the issue. They required a higher level of technical ability than the average person. They required hours of training, dealing with "placeholders" to separate and store documents, etc. Time passed on, and I spent a TON of hours trying to set it up for my brokers. I eventually gave up because of lack of knowledge and the tedious and confusing set up of the system. I believe Dotloop breached their contract with me by not holding their end of the expectations that were set forth when I intitially signed the contract. They are now demanding me to pay the remainder of the contract, even though I notified them I was not going to pay because I believe they did not hold up their end of the agreement and I was promised a software that ended up being a nightmare.