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:07/25/2023

  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.

  My partner and I signed up to KV core. we where both suppose to be admins and share the billing. Not only did they make the setup difficult. we have to do it multiple times with multiple agents since apparently they where not communicating with each other. they also threaten with cancellation of IDX. we couldn't any solution on time or partially resolve after speaking with several agents time and time again. We we tried speaking with someone we where told there was no # to call. everything had to be done via chat. After being fed up and email them to cancel the contract due to port service/ platform not working. all of the sudden they had a number and a ******* person to speak with us. Even after speaking with him and telling him the issues. ***** said he will get back to use in 3 days. several weeks after he still not getting back to use and the billing department keeps charging us for a platform we are not allow to use and threaten us with collection.this company is scamming and hiding under a technology umbrella that if nothing but selling a lemon program with multiple glitches and then holding the users hostage for their personal data

  Business Response

  Date: 08/11/2023

  Hi *********, 

  Your account was created on 2/28/2023, and was cancelled due to lack of payment on 8/1/2023. 

  We cannot continue to service a client if payments are not being made. 

  In regards to your second payer complaint, due to RESPA regulations, a client can co-market with a lender beginning their second month on the platform for up to and not exceeding half of the payment. The co-payer has to agree contractually to those terms. In the case of a non lender co-payer, they have to agree to share the spend. If an agreement is shared with them, it is the responsibility of the account holder to guarantee signature, and not of inside real estate. 

  I reviewed the several support tickets that were entered, they were in regards to property boost, and unlinking your gmail account. These issues were all resolved. Adding a payer was not one of those tickets.

  There we several reach outs to orchestrate payment by our billing team on: June 10th, June 15th, and June 16th, and further correspondence by our loyalty director on June 13th. This secondary payment method could have been resolved during these reach outs, however since we could not get in touch and were unable to collect payment, we had no choice but to cancel this service.

  We are sorry that this did not work out,

  Sincerely,

  - IRE

   

   

• Initial Complaint

  Date:06/27/2023

  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.

  In November 2022, we began a relationship with KV Core. We spoke with Chelsea B******** We advised that our main concern would be the quality of leads provided by KVCore. She assured
  us that leads would be qualified. To date We have not received one viable lead. We asked if we could change the wording or stop the auto text that is initially sent to our leads so we would have a better opportunity to convert the lead. We were told no.
  
  We asked as a partnership to have the billing and contract to be split between us equally. Chelsea mentioned that there was a fee for this but that it would be waived. Currently everything is in my name.
  
  We asked that all communication be set up so that both of us received information at the same time. In addition, we were told that we would be notified of new leads by text message and be able to respond on our phone to lead text messages. Jill has yet to receive texts for leads and does not receive the emails that I receive.
  
  On March 3, 2023 we began our communication with Chelsea B******* regarding the displeasure with KV Core and have yet to have anything resolved.
  
  On Friday, May 19th at 6:00pm EST, Christine and I had a discussion regarding our intention to modify our marketing strategies. Throughout our conversation, we emphasized our consistent dissatisfaction with KVCore since day one. Despite being promised information by Monday, May 22nd, and following up with several emails since, we have yet to receive any communication from anyone from KVCore.
  
  On June 1st, 2023 I disputed charges on invoice received and demanded that we not be charged until resolved to which the response was to remove my partner as a payee completely and bill me for the full amount of the charges. On June 2nd, I spoke to Miriam Tapia. Miriam said that she would need to get with her manager. To date we have not heard from either one of them or had marketing and billing issues corrected.

• Initial Complaint

  Date:06/26/2023

  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.

  On March 3, 2023 we began our communication with Chelsea B******* regarding the displeasure with KV Core and have yet to have anything resolved. At that time we expressed the lack of communication and support and the value of your program and to date we have had no resolution.
  
  On Friday, May 19th at 6:00pm EST, ********* and I had a discussion regarding our intention to modify our marketing strategies. Throughout our conversation, we emphasized our consistent dissatisfaction with KVCore since day one. Despite being promised information by Monday, May 22nd, and following up with several emails since, we have yet to receive any communication from anyone from KVCore.
  
  Due to the complete lack of responsiveness from KVCore and failure to adhere to our contractual agreement, we demanded an immediate cancellation of our contract with KVCore with no response. We have also requested they release the domain that belongs to our team immediatley without response, their non-compliance with the terms of the contract has caused significant disruption in our business with extreme and dissatisfaction.
  
  Gulf Coast Dream Team,
  ********* ****** & **** *******

• Initial Complaint

  Date:05/15/2023

  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 signed up for KV Core (owned by Inside Real Estate), a real estate platform. I was promised prompt, live service/support. I have been ghosted for months, no one picks up the phone. I leave a message and it takes days to get a response. At times, it takes multiple calls to even get a response. I have tried and tried and tried to cancel or resolve and they will not permit it. Today was the LAST straw to when I tried schedule an "appointment" to talk to someone. Their first avavilable appointent is June 6! 3 weeks!! This is definietly NOT what I was sold!! I would like to be allowed to cancel and get a refund as this is not what I was sold. They promised PROMPT, LIVE support.

  Business Response

  Date: 05/16/2023

  Hello BBB Team and ******,
  
  Inside Real Estate has reviewed the complaint submitted by ************************************
  
  The Billing Team has agreed not to renew Sherrys contract when it expires on 09/01/2023 and has already informed ****** of this via email.
  
  *********************** has been in contact with multiple Support Specialists in the past three months via phone and email. In the last conversations, ****** was sent a form to schedule a phone call with our Phone Specialists, which she did not complete. She also informed a Senior Support Specialist that she would no longer like to be assisted in updating the *********** for a domain she manages via email.
  
  Inside Real Estate's Support Team does offer live chat support during the times outlined in the below article. In addition, to live chat support, agents can send emails and schedule phone meetings.
  
  ***********************************************************************************
  
  At this time, Inside Real Estate will cancel the contract on 09/01/2023 and will not be providing a refund.

• Initial Complaint

  Date:03/03/2023

  Type:Product 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.

  KVCORE was canceled back in Jan 2023, however they continued to bill me for the additional phone number for Feb and March 2023 even though service was canceled in Jan. When I reached out they I hadn't submitted a cancel request lol which is a lie because when I canceled it in Jan I was no longer had access to the CRM, but yet they were still billing me separate for the phone which they didn't cancel.
  
  How is the customer suppose to know that you not only have to cancel the CRM but then make a operate request to stop billing the phone number they provide. This is misleading, lazy and deceptive....no consumer should continued to be bill when they cancel the CRM everything attached to it that YOU KVCORE include should also be canceled. We shouldn't have to chase you down for another cancelation when we have already canceled.
  
  I am requesting a Feb and March refund since I canceled KVCOrE in Jan.

  Business Response

  Date: 03/08/2023

  Hello BBB Team and ******,
  
  Inside Real Estate has reviewed the complaint submitted by ****** ******.
  
  ****** ****** had a kvCORE account provided by eXp Realty. Account Creation and management regarding EXp Realty's kvCORE accounts, including deactivating agent accounts is handled by eXp Realty Staff only, not by Inside Real Estate's Staff. EXp Realty does not notify Inside Real Estate when agents accounts are set to be disabled.
  
  When eXp Realty agents purchase kvCORE Add-on subscriptions, such as the Smart Number, it is the agent's responsibility to cancel that subscription directly with Inside Real Estate's Billing team before the next billing cycle per the subscription agreement signed at the time of purchase.
  
  Inside Real Estate received ******'s cancellation request for the Personal Smart Number subscription on 03/02/2023. Cancellation requests must be received 5 days prior to the Billing date to be processed before the next charge. At this time, the Personal Smart Number subscription is set to cancel on 04/02/23, and ****** will not be charged again for this subscription.

• Initial Complaint

  Date:01/15/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 wanted a CRM and contacted KVCore. The Salesperson Eric H****** said I needed to get the website also in order for the lead process to work correctly. I asked him if it did not work out for me would I be able to cancel. He stated yes, but we just want to make sure you have given it time to actually work. I specifically ask him am I able to cancel it if it is not working for me, I didn't want to be locked in a contract. Again he stated yes, but you'll love it it will do everything you need it to do. We talked about what my previous CRM didn't do and he covered all the points the KVCore platfrom would have no problem with that. Even to the point of telling me how I could market to California buyers through a specially coded Facebook program that no one else has. Note: this doesn't work and resulted in fake leads. More importantly he stated I would have full support to rebuild my website to look like my old website. Once I purchased the website I was told by April C*****, my Ambassador that she would assist me until I was picked up by my Account Manager, but that in order to make my site look like my old one I would have to pay them more money to custom build a site. I finished my training, anxious to get my website completed. At some point April stated you need to finish all your training as your Account Managers are waiting to assist you. I reached out to my account manager Jason M****** numerous times as did April with no response. On 1/6 I received an automated email from Jason , to date I have not received a phone call from Jason. I did recieve a text on 1/6 in response to the auto text that I have asked 20 times to cancel this account to which he responded to me to book a consulation with him and his manager. I checked the link he sent and the only dates were January 17th. I am attaching copies of several emails asking for help and then to cancel this account without response or only an automated message. I also sent request to cancel via chat.

  Business Response

  Date: 01/18/2023

  Hello BBB and *********,
  
  Inside Real Estate has reviewed the complaints submitted by ********* *******, as well as the previous chat/email regarding her cancellation request. Our loyalty director reached out to ********* on January 17, 2022, to discuss the details of her account. He stated to her that he would need 48 to 72 hours to review the details of her account. He will be following up with her directly regarding the cancellation terms.

  Customer Answer

  Date: 01/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No one ever contact me. I sent an inquiry via email stating that no one reached back out to me and have not received any further communication other than autotext. 
  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:12/30/2022

  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.

  Hello to KVCore, Kunversion, Inside Real Estate etc I'm on a real estate team and KVCore is provided as part of my fees. I thought it was a pretty cool system until I realized the products were extremely faulty. The emails say, "opened" when they have in fact NOT been opened. The voicemail drops are choppy. The market reports are VERY inaccurate. So much so that I now use a COMPLETELY different program to run reports for my clients. ALL THESE ISSUES HAVE BEEN RE-CREATED BY SUPPORT. LOOK AT MY NOTES. I have discussed these issue MANY times with support. KVCore does NOTHING except blame 3rd party companies or tell me, "we'll get back to you" or, "we put in a support request." But no one has EVER reached back out to let me know if any of these issues are being worked on or resolved. I have to constantly reach out and ask. It's like pulling teeth to get an answer that isn't full of BS. They told me SendGrid was the email issue and will no longer be tracking emails. They said, "we did not expect sendgrid to stop tracking emails and we can't do anything about it except put in a support request." I asked if they were releasing a statement to all KVCore users informing them email tracking will no longer exist (as it's a HUGE part of real estate business and we should be informed if a service we pay for is no longer being issued) and they WOULD NOT answer me. Also, SendGrid still markets that they track emails as part of their products... so... I dunno. I am not trying to start a riot here, I just want updates as to if these issues will be fixed ASAP and if not, what sort of compensation are they offering in return? Maybe I am the only agent out there that tests the products they pay for? Or ****** through code for accuracy?Anyhow, KVCore, please stop slinging loads of BS via glittering generalities and just solve the problems.OR, here's an idea, fess up that you CAN'T fix the issues and compensate your paying users. Be professional. Thanks so much.

  Business Response

  Date: 01/05/2023

  ?Hello BBB Team, and ******,
  
  
  Inside Real Estate has reviewed the complaints submitted by ***************************, as well as the previous cases our Support team has had regarding these complaints.
  
  
  Here at Inside Real Estate, our goal is to help our customers, real estate agents all over the world, establish real relationships with their clients. We partner with SendGrid for our email marketing feature in our kvCORE platform used by over 350k agents in multiple countries. We rely on SendGrid for email marketing analytics data such as clicks and opens.
  
  
  In September 2021, Apple released iOS 15 and iPadOS 15, including a new feature called Mail Privacy Protection. Mail Privacy Protection is an opt-in feature that allows Apple Mail users to hide their email data from marketers by automatically opening emails, triggering the open tracking pixel. This change impacted our customers as well as many other email marketing providers industry-wide. Because of the way Apple marketed Mail Privacy Protection in the iOS 15 release and moving forward across all Apple platforms, we think it's safe to assume nearly all Apple device users did opt into Mail Privacy Protection who have downloaded iOS 15, iPadOS 15, macOS ********, or watchOS 8 or later and are logged into their email on the Apple Mail app. This means for Apple device users we can no longer accurately know with certainty whether an email was opened or not.
  
  
  Though IRE will continue to make sure our email open data is as accurate as possible with the data available to us for non-Apple Mail users, this was a change that impacted email marketers industry-wide and we're doing our best to adapt. We appreciate our customer's concern and we have a Support Article regarding this issue:
  ******************************************************************************************************
  
  
  Regarding the subscription for the Voicemail Drop, which is an add-on tool that allows users to send a voicemail straight to their contacts' inboxes without having to initiate an actual call or triggering a contact's phone to ring, our Support team was able to hear and see the reported issue within ******'s account. However, the 3 Specialists that worked on the case were not able to replicate the issue on their computers, and ****** was not able to test on another device (such as another computer or tablet). Due to kvCORE Support not being able to replicate the reported issue, nor receiving any other reports from other agents using the Voicemail Drop subscription, the ticket submitted to our Development team was closed out. The Specialist then reached out to ****** to confirm if they were still experiencing the issue, and ****** never responded. ****** has since cancelled their Voicemail Drop subscription.
  
  
  The kvCORE Market Reports are generated using statistics that are based on ALL available listings in the requested area, which can be across multiple ***s. Market report data is not limited to just the *** the agent is a part of. This means that the statistics they see will vary from the statistics they see for their *** alone. KvCORE generated Market Reports are not guaranteed to be accurate. The Market Reports also cannot be edited at this time, aside from using a PDF editor outside the platform.
  
  
  The Market Report feature is included with the kvCORE platform at no additional fee, along with the *** builder which functions very similarly. There are other tools available for purchase that can be used to create Market Reports such as CORE Present, which will create a presentation with market report data, however this tools availability depends on the kvCORE account, and the main subscription owner opting into purchasing the add-on.
  
  
  Inside Real Estate will not be reversing any decision, or providing compensation for these complaints, as we cannot provide Open/Click statistics if the data is not available to display, the reported Voicemail Drop issue couldn't not be replicated within ******'s account nor was reported by other users, and the Market Report feature is included within the base kvCORE subscription and is not guaranteed to be accurate.

  Customer Answer

  Date: 01/12/2023

  Complaint: 18664662
  I am rejecting this response because:
  Sincerely,
  **************
  
  
  In the words of Zen Master Hakuin, Is that so. 
  
  

   

   

   

   

   

   

  Complaint: 18664662
  I am rejecting this response because:
  Sincerely,
  **************
  
  
  
  
  In the words of Zen Master ******, Is that so. 
  
  
  
  
  Please see photo attached. Perhaps this was a typo?
  She was very nice and quick to respond. I will give your customer support team an A+ on response time. 
  Her reply is one of the reasons Ive been sitting, waiting for answers. 
  On the other hand, the information you provided is extremely valuable. Not only to me, but all your users. I mustve missed the notification you sent out. Could you let me know when the notice went out please so I can add it to my files? 
  Also, can you show me where the *** builder is for free usage please? My understanding is that it was a paid feature. My mistake . Ill own up to that. 
  
  
  
  
  Kvcore still has a good product, I just wanted answers or a replacement for what we pay for that proves to be inaccurate. Im not bashing you to others. Im not looking for money. I just want a reliable product. I dont think thats too much to ask for from a consumers point of view. 
  Kvcore, can I ask, what would you do if you were me? Paying for a product that doesnt deliver what it promises? Thats all I ask. Perhaps you can recommend a different product? If all services are the same, then I digress. As here we are, at the mercy of technology and its ability to modify quantum computing. 
  Thank you so much. 
  
  Please see photo attached. Perhaps this was a typo?
  She was very nice and quick to respond. I will give your customer support team an A+ on response time. 
  Her reply is one of the reasons Ive been sitting, waiting for answers. 
  On the other hand, the information you provided is extremely valuable. Not only to me, but all your users. I mustve missed the notification you sent out. Could you let me know when the notice went out please so I can add it to my files? 
  Also, can you show me where the *** builder is for free usage please? My understanding is that it was a paid feature. My mistake . Ill own up to that. 
  
  
  Kvcore still has a good product, I just wanted answers or a replacement for what we pay for that proves to be inaccurate. Im not bashing you to others. Im not looking for money. I just want a reliable product. I dont think thats too much to ask for from a consumers point of view. 
  Kvcore, can I ask, what would you do if you were me? Paying for a product that doesnt deliver what it promises? Thats all I ask. Perhaps you can recommend a different product? If all services are the same, then I digress. As here we are, at the mercy of technology and its ability to modify quantum computing. 
  Thank you so much. 

  Business Response

  Date: 01/17/2023

  Hello BBB team and ******,
  ?
  ?Inside Real Estate (IRE) has reviewed the most recent BBB complaint submitted by *************
  ?
  ?We passed this information to consumers through our Support ******************** The link to the Article covering this information is posted below. As we are consisitently updating our help articles, we could not provide the initial date this article was written.
  ******************************************************************************************************
  ?
  ?Due to the *** builder and Market Reports being included within the basic kvCORE Platform subscription, IRE does not have documentation showing this. We do charge a subscription fee for Dash*** which is not available for all accounts, however ******'s Account Manager can assist with more information on Dash*** if ****** would like

• Initial Complaint

  Date:10/07/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 26, I contacted Inside Real Estate to cancel my Team Add On product. My contract was for six months and fulfilled on September 7. I informed them I no longer had a team and did not need the add on but wished to remain an individual agent. I was informed that because my Team Add On renewed for six months automatically, I would be responsible for paying $434 a month for the next six months to fulfill the contract. I contacted upper management at Inside Real Estate to resolve this issue and was assured by J. S***** that he would take it to management to release my contract after "verifying I was telling the truth." He promised I would hear back from him by September 30. I did not hear back and followed up again on Monday, October 3. To date, I have not heard back. Today, I received an email that my account was billed $434 for the add-on and that my credit card had failed. I advised Mr. S***** on September 30 that the card was over the limit and would fail if charged. He assured me it would be taken care of. Today, when the card was charged, I asked billing again to cancel my account and was told that I had to pay through March 2023 and that if I did not put a valid card on file, they would begin collection activities. I am asking for the BBB's help because they 1. did not inform me the account would automatically renew for six months, 2. I fulfilled my original contract. 3. I have had empty promises and assistance from Inside Real Estate, and 4. These practices are misleading and not transparent. All I am asking is for the team add-on to be canceled without penalty.

  Business Response

  Date: 10/21/2022

  Hello BBB team,
  ?
  ?Inside Real Estate has reviewed the submitted complaint, and we will not be reversing our decision regarding this subscription.
  ??
  ?3/2/2022 - ******* **** purchased a CORE Team Add-on from Inside Real Estate. ******* signed a contract for a 6 month contract. Within this contract, there is a section that states "The Agreement will automatically renew at the end of the Initial Subscription Term for an additional Renewal Period equivalent to the Number of Subscription Months noted above (each, a "Renewal Period") unless Customer provides a written cancellation notice to Inside Real Estate (IRE) at least thirty (30) days prior to the end of the Initial or Renewal Term(s)."
  ?
  ?The original subscription term for the CORE Team Add-on would have ended on 9-7-22, however Inside Real Estate did not receive a request to cancel the CORE Team Addon subscription 30 days prior to the subscription term ending.
  ?
  ?******* did submit a request to cancel on 9-26-22, however this request for cancellation was received after the initial subscription term had ended, and the renewal term had begun.
  ?
  ?To date, there are no reported issues with the CORE Team Add-on subscription in ******* ****'s account.
  ?
  ?At this time, Inside Real Estate will not be reversing our decision regarding this account, as ******* signed the contract agreeing to the auto-renewing subscription, and did not request to cancel before the initial term ended, and the renewal term began.