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:02/14/2024

  Type:Billing 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.

  This company was hired by Your ********* estate *** in 2020, we decided to cancel them in May of 2023, They are not responding. They continue to charge the account despite multiple cancelation. *** which is our lender said they have made several attempts to not allow them but they still charge. We just got charged today. No one calls back, they refuse to cancel the account and there is no contract in place. They bounce us around and send us emails with claim numbers but no one ever calls back. We have made over 10 calls and no one is available in any way, shape or form. I don't usually file complaints but I had to. I have attached just a couple of my emails. I have 3 of my employees ***luding my partner call. We are getting nowhere with this company. They are are so unprofessional and very frivolous, there are complaints on their *********

  Business Response

  Date: 04/01/2024

  Hello *****, 

  I took some time to review your complaint and definitely understand the frustration you experienced. I pulled your email and phone records and have made note of the areas where we can improve, but our number one area is communication. We did take multiple actions on your account, but I fully acknowledge that communication was below par with internal notes placed on your account, but not an actual reply back to you. 

  Since you submitted your request and filed this BBB complaint, we have a new leadership team and have rectified our service levels back to where they're known to be, with high quality service as well. 

  I do see you filed a chargeback, which got you your money back. If there is anything else outstanding that you need, please let us know. 

  I truly apologize for the trouble you experienced and wish you the best in your future. 

  Thank you, 

  *********************
  Director of Operations & Customer Service
  Elm Street Technology

• Initial Complaint

  Date:09/11/2023

  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.

  IDX broker will not return my calls, nor my emails. They do not service my account. The have stolen almost $5000 and have not done their job. Yet every month the continue to charge my card for payment.

  Customer Answer

  Date: 09/12/2023

  After more research they have not even update any of the plugin or information, which is considered maintenance to my account in over 12 months. 

• Initial Complaint

  Date:08/29/2023

  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.

  Their services and their customer service used to be manageable until they were purchased by Elm Street. Now, their *** feeds are completely inadequate--which seems crazy since they supposedly simply have a feed from the *** to the website. They NEVER answer their phone or respond to emails which, again, only became an issue when they were purchased by Elm Street. AND, to add insult to injury, they are charging my credit card on file randomly and rather than the overpriced $128 per month I was paying for years, they have recently started charging me $134. Did I mention they NEVER respond to phone calls or emails???

• Initial Complaint

  Date:07/22/2023

  Type:Product 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.

  We purchased idx broker to connect the mls to our website. We were sent and email to sign documents like a contract through a system similar to DocuSign we did that and paid. we have not had any contact at all with the company even calling there support line 3 times. We will be put in que and will sit there for about 45 minutes before the call hangs up. We have email there support email and have gotten auto responses with case numbers but nothing else at all from this company. this is 100% stealing money. They need to be reported to a government agency and seriously looked into. We paid for a service and have received absolutely nothing in return.

• Initial Complaint

  Date:06/28/2023

  Type:Product 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 represent my Client as their website designer. We have been using IDX Broker for a couple of years now. They just came to ** and told us we need to do something to keep our MLS listing showing up. They however, have refused to give us specific information on what needs to happen, and now has refused to reply back to any email for the past 6 days. When I call for Technical or MLS support they say to email. I have no idea what we need to do to get our website working again, and they keep continuing to charge us for services, they are not providing. We are loosing business on our site every day because of this issue.My client contacted their MLS, and their MLS said everything was okay. IDX Broker is refusing to contact us now to tell us what we need to do.

• Initial Complaint

  Date:06/06/2023

  Type:Product 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.

  About two years ago we switched to a new website and provider that needed an IDX feed, Since we already had IDX Broker on our old website we assumed that feed would continue. We continued to be auto billed over $80 per month by IDX Broker. They've never provided an invoice for ********.Recently we started to get an additional amount charge from IDX Broker separate from the regular automatic charge. We called IDX Broker's number three times and left voicemails which were never returned. Over the following weeks we emailed the email address listed on their website, called, messaged them on their FB page and filled out their website contact form. Nothing was replied to by them. Further investigation revealed that they were in fact NOT providing the IDX feed to our website and never had. For over two years they charged us monthly and never provided the service.I finally contacted their parent company, Elm Street and was contacted by *************************, Director of Customer support. His email asked me what my issue was then told me the best thing to do was call them or email their helpdesk! When I responded that I had done that multiple times he never responded.Others should be aware that this company has no issues fraudulently billing clients and providing no service. They will not return any calls or emails. I'm sure we will have to end up suing them to recoup any of our money.