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:04/18/2023

  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.

  Dear Better Business Bureau,I am writing to file a complaint against MarketLeader regarding their misleading sales practices and poor service. I was convinced by their sales representative to sign up for their services, which included quality leads with emails and phone numbers. However, the services provided to me are not what was promised, and I am currently being charged $749 per month.I have submitted a request to cancel my account and have spoken with their account manager, but they have refused to cancel my account, citing that it is on a six-month contract. I feel like I am being held hostage based on the promise of their sales representative that the leads would be of higher quality with phone numbers. The leads I received were not of the quality promised, and there are much better lead sources elsewhere for a lower price.I am extremely disappointed with MarketLeader's services and their refusal to cancel my account. If they had been more transparent about the services they provide, I would have never signed up for their service. I urge you to take action against MarketLeader's misleading sales practices and poor service.Thank you for your attention to this matter.Sincerely,**** Le Customer ID: ******* First subscription payment 3/16/23 - prorated $299 First full subscription payment 04/01/23 - $759

  Business Response

  Date: 04/27/2023

  Customer purchased ******************************************* on March 16th, 2023. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six-month lead subscription to include a guarantee of?10 Leads Direct leads per month in and around *************** **, ************ **.
  
  Lead subscription services are from consumers who proactively create an account and register on agent's website from Market Leader's search engine marketing on ****** and Bing. Market Leader uses thousands of real estate specific terms and geography specific locations to attract consumers to customer's website. When a consumer clicks on the advertisement, they are driven to a results page on the agent's real estate website. After viewing a second property, the consumer has the option to register and create an account to receive daily/weekly/monthly listing alerts. A consumer who creates an account is a lead, funneled into agents contact management system and is available for the agent to engage using the Market Leader contact management system tools.?Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead.
  
  Consumers have viewed 181 homes to date from returning to website from automated listing alerts. Customer has 45% of contacts on a listing alert. Recommendation is to apply a daily or weekly listing alert to all contacts to drive the consumer back to the website to stay up to date with homes on the market.

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19953116
  
  I am rejecting this response because: This does not allow me to cancel. I was mislead by their representative in that they will provide contact numbers for every lead. Instead, majority of the leads are just emails. I simply want to cancel service and part ways.
  
  Sincerely,
  
  **** Le

  Business Response

  Date: 05/09/2023

  Customer purchased ******************************************* on March 16th, 2023. Market Leader services include a customized website, contact management system and lead generation services.Customer chose a six-month lead subscription to include a guarantee of?10 Leads Direct leads per month in and around *************** **, ************ **.
  
  Per the terms and conditions, ML requires submission of the cancellation/change request form as written documentation 30 days in advance of cancellation date. Please continue to work with Market Leader's ****************** team for a successful resolution.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19953116
  
  I am rejecting this response because: I've already emailed you and even called in and spoke with a representative. See attached email. Your representative was not helpful. I asked to speak with a supervisor and the representative did not allow it. Instead I was treated with a condescending demeanor. 
  
  Sincerely,
  
  **** Le

  Business Response

  Date: 05/12/2023

  Customer purchased ******************************************* on March 16th, 2023. Market Leader services include a customized website, contact management system and lead generation services.Customer chose a six-month lead subscription to include a guarantee of ********************************** and around *************** **, ************ **.
  
   Please continue to work with Market Leader's ****************** team for a successful resolution. If customer is willing,please provide multiple date/time preferences for assistance with support assistance.

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19953116
  
  I am rejecting this response because: I've already emailed you and even called in and spoke with a representative. Your representative was not helpful. I asked to speak with a supervisor and the representative did not allow it. Instead I was treated with a condescending demeanor. I was originally promised phone numbers with the leads provided and all I am getting are emails. 
  
  Sincerely,
  
  **** Le 

• Initial Complaint

  Date:04/13/2023

  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 am not surprised to see so many other complaints about MarketLeader. I signed up specifically for seller leads on or about 2/15/22. I said I was only interested in seller leads. ******* from Market Leader assured we would receive 5 qualified leads per month. I immediately noticed that the leads had no phone numbers, and when researching the seller's address in public tax records, I noticed that they are not the owners of the homes. In fact, most of the addresses given were homes that were listed for sale, and owned by someone other than the person that market leader was saying owned the home. Therefore, these are NOT seller leads. After numerous failed attempts to reach ******** which included at least 4 emails over the course of 2 weeks, starting just 1 day after I signed up, I reached customer support and the person I spoke to said because it is past 72 hours, that I can't cancel. My initial cancelation request was done just 2 days after my purchase.

  Business Response

  Date: 04/17/2023

  Customer purchased ******************************************* on February 9th, 2023. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six-month lead subscription to include a guarantee of 5 HouseValues leads per month in and around *****, *****, *****, 08844.  
  
  House Values lead subscription services are from consumers who proactively visit housevalues.com to receive an automated valuation of their home and a market analysis of their home from a real estate professional. Market Leader guarantees the number of leads associated with the subscription and only one real estate professional can own a zip code, so leads and zip code is exclusive to one agent. 
  
  A consumer who registers their contact information and home details are funneled into agents contact management system and is available for the agent to engage using the Market Leader contact management system tools.?
  
  Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead. 

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19932586
  
  I am rejecting this response because:

  The customers that house values says are asking for valuations on their homes are not the home owners of these homes. Thus, market leader falsely advertised their product. And the fact that I emailed the person at market leader several times starting just 2 days after I subscribed, stating the disappointment in the leads, and no one from the company responded for several weeks. It is a scam!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/28/2023

  Customer purchased ******************************************* on February 9th, 2023. Market Leader services include a customized website, contact management system and lead generation services.Customer chose a six-month lead subscription to include a guarantee of 5 HouseValues leads per month in and around *****, *****, *****, 08844.
  
  Per the terms and conditions, ML requires submission of the cancellation/change request form as written documentation 30 days in advance of cancellation date.
  
  Market Leader provides a lead guarantee which enables real estate professionals the opportunity to add a predictable number of consumers to their real estate network. If customer is open, please respond and ********************** will email dates & times to assist & successfully resolve. There is a ton of activity on agent website currently happening each day from new leads. We would like to spend one on one time with you to assist and provide resolution. Time will be spent on specific leads, campaigns, emails to engage and identifying when to allow the consumer to shop/be nurtured and when to respond to behavior triggers.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19932586
  
  I am rejecting this response because: As stated before, I contacted them the day after and several times over several weeks. No one ever got back to me. I was promised seller leads, and have yet to receive a seller lead.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/12/2023

  Customer purchased ******************************************* on February 9th, 2023. Market Leader services include a customized website, contact management system and lead generation services.Customer chose a six-month lead subscription to include a guarantee of 5 HouseValues leads per month in and around *****, *****, *****, 08844.
  
  Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead.
  
  Please work with Market Leader's ****************** team for a successful resolution.

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19932586
  
  I am rejecting this response because:

  Market leader is unresponsive. "seller leads" are never seller leads. They have been all buyer leads. Not as promised.

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

• Initial Complaint

  Date:04/12/2023

  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 with market leader on may of 2022. The contract said that I would receive guaranteed 10 leads a month so the first three months I received the 10 leads with no phone number and it looks like a fake email. And then the last three months I would only receive four leads a month. So I contacted them on October 4 and told him that I would like to cancel. They stated that my contract ended at the end of November and I would not be charged December. So December came and they charged me for December. I called Market Leader and stated that they charge me for December. They said that theres nothing that they can do. The charges already went through supervisor will call , I never received a call call two other times was told a supervisor was going to get back with me on. They also said that they were going to run an analysis on my account and the supervisor stated that I didnt receive the guaranteed leads. This company is a scam and they keep on running your credit card until you either cancel your credit card and nobody will ever give you a call back. I attached the emails to prove that I canceled in October and they still charge me in December and I have a contract stating 10 leads a month and I have recording of the supervisor stating that I didnt receive them.

  Business Response

  Date: 04/17/2023

  Customer purchased ******************************************* on May 9th, 2022. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six-month lead subscription to include a guarantee of?10 Leads Direct leads per month in and around ******* **.
  
  Lead subscription services are from consumers who proactively create an account and register on agent's website from Market Leader's search engine marketing on ****** and Bing. Market Leader uses thousands of real estate specific terms and geography specific locations to attract consumers to customer's website. When a consumer clicks on the advertisement, they are driven to a results page on the agent's real estate website. After viewing a second property, the consumer has the option to register and create an account to receive daily/weekly/monthly listing alerts. A consumer who creates an account is a lead, funneled into agents contact management system and is available for the agent to engage using the Market Leader contact management system tools.?Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead. 
  
  Consumers have viewed 181 homes to date from returning to website from automated listing alerts. Customer has 45% of contacts on a listing alert. Recommendation is to apply a daily or weekly listing alert to all contacts to drive the consumer back to the website to stay up to date with homes on the market. 
  
  Per the terms and conditions, ML requires submission of the cancellation/change request form as written documentation 30 days in advance of cancellation date. Customer was cancelled effective December 31st, 2022.

• Initial Complaint

  Date:04/06/2023

  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.

  Market Leader, INC. is not what was proposed to be. I've been selling RE for 10 years and was looking forward to using this platform. Leads were not scrubbed and email addresses weren't accurate and no phone numbers were provided. I specifically asked over and over again because I've fallen pray to platforms in the past and was guaranteed this was the best and dollar worthy. NOT! All I am asking is for 6 mo contract to be canceled ASAP.

  Business Response

  Date: 04/11/2023

  Customer purchased ******************************************* on March 15, 2023. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six-month lead subscription to include a guarantee of 3 HouseValues leads per month in and around 43230.  
  
  A consumer who registers their contact information and home details are funneled into agents contact management system and is available for the agent to engage using the Market Leader contact management system tools.? Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead. 
  
  Please continue to work with Market Leader's ****************** team for a successful resolution.

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19904602
  
  I am rejecting this response because: I have gotten 3 leads in 5 weeks thus far which have been unresponsive. There are NO working phone numbers associated with these leads either. I was told that these leads are real people clicking on Market Leader's website to see the values of their existing homes. I have emailed these leads, but I don't know if they are even legit. I have used many lead generation systems, Realtor.com & Zillow to name a few, which generate qualified leads in the "Exact" zip code I asked for. With Market Leader, I "SPECIFICALLY asked for one particular zip code and I have gotten out side of that. If I wanted other zip codes, I would have asked for them. This lead generation company was very misleading. I pay $58.00 for one lead and it should be a qualified one at most. My budget for Market Leader is 174$/month because I was skeptical about more, but the sales person reassured me that they were great LEADS. If the salesperson doesn't have contact with the lead how can  assure me that they be great? I've been in this industry for 10 years, associate broker of the company I am affiliated with, and in the top 5% of realtors in my city. I'm happy to pay for the month of April but would like to cancel this because I was totally misled by the sales person. I am very detailed and specific, and asked many questions repeatedly if I would get qualified leads and the answer was YES!!! Go on ****** and you can read the reviews for yourself.  Thank you in advance!
  

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

  Business Response

  Date: 04/17/2023

  Market Leader's ****************** team has cancelled this account effective April 30th, 2023. We wish the agent the best of luck for the future.

  Customer Answer

  Date: 04/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/05/2023

  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.

  On 2/9 ********************* called to order leads to sell houses from Market Leader for $139.00 system. 10 Leads per Month at $ 325 data service fee $ 20 total $ ****** then minus $ 100 off so $ ******. $ ***** charged on 2/9/23.$ 99 waived. Partial month $99.29. On march 3rd $484. charged. On April 1 another $484 charged. *** has never received any leads at all from Market leader , **** I called and told disputing all charges since nothing has been received in almost 2 months cancel service and refund all money. told remove my credit card from account said they will but *** still owes for services. What services nothing has ever been received. I checked with better business bureau many complaints have been filed against this company. We would like all money refunded and account closed. *** and ***************************

  Business Response

  Date: 04/11/2023

  Customer purchased ******************************************* on February 9th, 2023. Market Leader services include a customized website, contact management system and lead generation services.Customer chose a six-month lead subscription to include a guarantee of?10 Leads Direct leads per month in and around ***** **, ******************. 
  
  Lead subscription services are from consumers who proactively create an account and register on agent's website from Market Leader's search engine marketing on ****** and Bing. Market Leader uses thousands of real estate specific terms and geography specific locations to attract consumers to customer's website. When a consumer clicks on the advertisement, they are driven to a results page on the agent's real estate website. After viewing a second property, the consumer has the option to register and create an account to receive daily/weekly/monthly listing alerts. A consumer who creates an account is a lead, funneled into agents contact management system and is available for the agent to engage using the Market Leader contact management system tools.?Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead. 
  
  Terms & Conditions
  5. Term of Agreement.
  The "Initial Term" shall mean (i) the number of full calendar months in the term as specified in the Web Form beginning on the date on which ML notifies Client that the System is ready for Client's production use ("Production Date"), plus (ii) an additional prorated portion of a calendar month if the Production Date occurs prior to the first day of a calendar month ("Prorated Month"). Upon expiration of the Initial Term, this Agreement will automatically renew on a month-to-month basis (such Initial Term and renewal period, the "Term") until terminated by Client in accordance with Section **** or by ML by delivery of written notice to Client at least thirty days prior to the date of such termination. Except as specified in Section **** below, Client may not terminate this Agreement prior to the expiration of the Initial Term.Following expiration of the Initial Term, ML may increase the fees payable by Client under this Agreement, upon not less than 30-days' written notice.
  
  19. Lead Guarantee Products:
  
  For products that include a guaranteed number of leads per month (as specified on the Web Form), ML will provide a guaranteed average monthly volume of prospects who are searching for homes in or around the area specified in the Web Form. If ML delivers fewer prospects, on average, than guaranteed during any three consecutive full calendar months, ML will review Client's account upon prompt notice from Client and, provided Client has met the requirements of this Agreement, as Client's exclusive remedy, ML will adjust Client's monthly fee and/or monthly lead guarantee for any remaining months (but not prior months).

  ML will conduct a 3 month account review May 31st and proactively credit the following month for any under delivery for this time.

• Initial Complaint

  Date:04/05/2023

  Type:Sales and Advertising 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.

  The salesperson totally lied to me about service. I was told that my leads will be people actually wanting to sell their home and talk to me about. I was told that all of the leads were prescreened. None of this turned out to be true. No phone numbers for leads either.

  Business Response

  Date: 04/11/2023

  Customer purchased ******************************************* on  February 1, 2023. Market Leader services include a customized website, contact management system and lead generation services.Customer chose a six-month lead subscription to include a guarantee of 5 HouseValues leads per month in and around *****, *****, 94578.  
  
  
  House Values lead subscription services are from consumers who proactively visit housevalues.com to receive an automated valuation of their home and a market analysis of their home from a real estate professional. Market Leader guarantees the number of leads associated with the subscription and only one real estate professional can own a zip code, so leads and zip code is exclusive to one agent. 
  
  A consumer who registers their contact information and home details are funneled into agents contact management system and is available for the agent to engage using the Market Leader contact management system tools.?Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead. 

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19900258
  
  I am rejecting this response because:

  The salesman lied about the quality of leads!  I want a full refund and cancellation of contract!

  
  
  Sincerely,
  
  ****** Del *****

  Business Response

  Date: 04/17/2023

  Customer purchased ******************************************* on  February 1, 2023. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six-month lead subscription to include a guarantee of 5 HouseValues leads per month in and around *****, *****, 94578.  
  
  Consumers have viewed 258 homes to date from returning to website from automated listing alerts including three consumers who have views of 98, 95 and 23 homes. ?There is a ton of activity on agent website currently happening each day from new and returning consumers.
  
  Please continue to work with Market Leader's ****************** team for a successful resolution.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19900258
  
  I am rejecting this response because:  it is unacceptable
  
  Sincerely,
  
  ****** Del *****

  Business Response

  Date: 01/31/2024

  House Values lead subscription services are from consumers who proactively visit housevalues.com to receive an automated valuation of their home and a market analysis of their home from a real estate professional. Market Leader guarantees the number of leads associated with the subscription and only one real estate professional can own a zip code, so leads and zip code is exclusive to one agent.
  
  A consumer who registers their contact information and home details are funneled into agents contact management system and is available for the agent to engage using the Market Leader contact management system tools. Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead.
  
  Customer's account was cancelled effective August 31, 2023.

• Initial Complaint

  Date:03/22/2023

  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.

  Between Feb *****, 2023 I spoke with ***Account Executive from ML. I reviewed with *** the ML contract and all the questions I had regarding lead generation, quality of leads, the average of monthly leads provided by ML and the areas selected for the leads. On Feb 18, ***Account Executive assured me that the service provided by ML was guaranteed and that I could canceled if I was not completely satisfied with the leads provided by ML, he stated that the website set up was done in24 hours and I will be receiving the 10 leads by the end of February and 10 leads every month. Well, days went by and the *** website was ready on March 1 and I did not received the 10 leads for the month of February. Then, between March 1 to 5, I stared to received leads, however, the first 3 leads send to me were solicitors (asking for business), then two more leads came in days after and they were outside the area selected. Once, I noticed the quality of leads, I called ***Account Executive several times to talk about the leads, unfortunately he never responded my calls or returned a phone call. So, on March 7. I called ML and spoke with ***** ******** service; explained the circumstances I was experiencing with the website and the issues with the leads. The person on the phone was not able to help, so I proceed to request a cancellation form. On March 9, I was contacted by the account manager - I explained everything to him and unfortunately the account manager did not have any notion about ******** service and many times he was disrespectful and threaten me that he will disconnect the call. Before I hang up the phone, I requested to him, to please send an email with the details of the steps that will be taken with his team about fixing the issues with leads. Since then, he had never sent an email. On March 17, I sent another email to ***Account Executive requesting him to address the situation with his team at ML and to resolve the issues with the website or to provide a resolution, until now neither the ***Account Executive or the account manager have made the attempt to contact me, answer or return calls. Couples days ago, I received an email stating that if I don't pay for the services, ML will opened a collection action against me. They are scamming real estate agent and not providing the promised service or terms. I have paid them $99 on March and $167.83 and they want me to pay $587.83 per month until June 2023 for false service.

  Business Response

  Date: 03/27/2023

  Customer purchased ******************************************* on February 20th, 2023. Market Leader services include a customized website, contact management system and lead generation services.Customer chose a six-month lead subscription to include a guarantee of?10 Leads Direct leads per month in and around **************, **********, ****** **, & *****************.
  
  Customer has been canceled effective March 27th, 2023 for non-payment of services.

• Initial Complaint

  Date:03/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nov 5, 2021, I signed a 6 month reduced contract with "Market Leader" via salesperson *************************. I was told that I would receive 7 direct leads a month and 3 house value leads; I have a record of every lead. I did not receive this many leads every month. I received less leads than this every month. I also have record of the leads being other vendors trying to sell me services. I was told these leads would be vetted buyers and sellers; they weren't. Also, I have an emails to their company showing I called in to say I was very upset with the ML services and leads and I wanted to cancel. For some reason market leader would not cancel my services after noting I called in and wrote in to do so. "Market Leader" is giving false advertising services they don't provide. They say they are the only provider to offer a "lead guarantee". They don't guarantee anything. IF you try to dispute their charges with your credit card company they say that you signed a contract with "no refunds". So even if they don't give you the "guarantee" of leads they claim; you have not rights. So why do they call it a "guarantee"??? This is False and fraudulent advertising!! They also would not let me cancel, and charged me 6 months after the contract ended. Even though I wrote and called in to them. Please see some of the emails between me and this fraudulent company. I am asking for your help to get my money back please. The amount I'd like refunded to me is approx. $8,812.

  Business Response

  Date: 03/15/2023

  Customer purchased ******************************************* on November 5,2021. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six month lead subscription to include a guarantee of 7 Leads Direct leads per month in and around *******, ** and 3 HouseValues leads per month in and around 94608, *****, 94610.
  
  Thank you for your thoughts and review. The Market Leader billing department sent the required cancellation/change request form on September 21st, 2022 during customer's interaction with the billing. Customer did not complete the change/request form. Per the terms and conditions, ML requires submission of the cancellation/change request form as written documentation 30 days in advance of cancellation date. Customer was cancelled October 1st. 2022.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19581953
  
  I am rejecting this response because:I sent in an email after accepting the 6 month contract letting Market Leader I did not want to pay for more than 6 months.  Nobody told me to fill out a special form to cancel after the 6 months.  When I called in multiple times nobody told me this is the way to cancel.  Why should you need to call in to the company and fill out a particular form to cancel? This is underhanded busiiness practices and this company should be stopped from these unethical practices.  You can see from the email with your customer service rep ******** that I was not happy and I called in to cancel.  He did not note that I wanted to cancel; I wonder why?? He also said that I was offered coaching; I asked to cancel, why would he offer me coaching?  

  I was also not given the guaranteed leads promised.  I have every lead given by market leader documented.  I did not receive the 10 leads promised. I want a full refund of $8,812.
  
  Sincerely,
  
  ****************************************

  Business Response

  Date: 03/27/2023

  The Market Leader billing department sent the required cancellation/change request form on September 19th, 2022 during customer's interaction with the billing. Customer did not complete the change/request form.  Customer was cancelled October 1st. 2022. We wish the agent the best.

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19581953
  
  I am rejecting this response because: 

  This company is fraudulent and they give false advertisement. In their contract they "guarantee " 7 monthly direct leads and 3 house value leads  then they make you sign something that says you agree to no refunds. Don't  do it!!! The " no refund" protects them from giving you what they "guarantee ". you. They are crooks!!

   Then when you try to get out of the service they don't tell you the exact process and later when you fight them and close your credit card account to get out of the program after your service is done they say you were suppose to cancel on a specific form... But nobody tells you that when you call in to cancel. They are fraudulent and should not be able to do business!!
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:03/02/2023

  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 have continually tried to cancel this subscription and they keep charging me. I filed an official cancellation on Oct 12th, I was told I was in a contract until Feb 1st. I was just charged again March, 1st. The representatives for market leader are being very unclear on the email communication thread. I was lead to believe my service would be cancelled at the end of the required introductory contract period with an option to continue month to month. I canceled both via email and through their web/software and received an official confirmation of cancellation request Oct 12th 2022.

  Business Response

  Date: 03/15/2023

  Customer purchased ******************************************* on September 9,2022. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six month lead subscription to include a guarantee of ********************************** and around **************.
  
  Thank you for your thoughts and review. Customers initial six-month term concludes on March 31, 2023. Customer has accepted the cancelation form effective March 31, 2023.  
  
  Customer has very nice website activity from consumers being driven back from daily and weekly listing alerts. ***** consider keeping the website and CRM active to continue participating in the consumer journey from engagement/automation happening on your behalf to maximize your investment.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19527924
  
  I am rejecting this response because: I have canceled multiple times, even the email they just forwarded said October of 2022. I was told VIA email in December I would be canceled, but was locked in until February. Then in March I was charged again, if the nothing else the March charge needs to be refunded ASAP. I had previously canceled.

  The leads they have supplied are absolutely worthless, six months and not a single conversation with me or my business partner. This company is not delivering on promises made about their product and have made it extremely and unnecessarily difficult to cancel. It's nearly $700 a month and a complete scam. I was told they would be quality leads and no email only leads, there is zero quality and a bunch of email only contacts.

  My business partner also signed up the same time I did and is having a similar experience. Market leader is intentionally making it difficult to cancel the subscription and does not deliver on their product promotions.

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

  Business Response

  Date: 03/27/2023

  Customer signed a six month contract for ******************************************* on September 9, 2022.  Per the terms and conditions, ML requires submission of the cancellation/change request form as written documentation 30 days in advance of cancellation date. Customers initial six-month term concludes on March 31, 2023. Customer has accepted the cancelation form effective March 31, 2023.  

• Initial Complaint

  Date:02/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was promised a full refund before signing up if I am not completely satisfied with the leads provided by market leader, a company that claims they will provide phone numbers and emails to interested buyers of homes. They sent me people named "***************" and "**** lastname" none of the leads even had phone numbers, just bad emails. I called for a refund as was promised to me, but was told they will not refund me. I told them their sales rep lied to me and promised guaranteed leads or my money back. They still refused and blamed me for not following up with the leads! I tried to explain again they did not send me any leads with real phone numbers or emails to no solution. They have many complaints with BBB already. They said if they refunded everyone who wanted their money back they would go out of business this is not a good excuse. They are scamming people and not providing the promised service or terms. Please help they took almost $1400 for no services rendered.

  Business Response

  Date: 02/15/2023

  Customer purchased ******************************************* on December 6th, 2022. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six-month lead subscription to include a guarantee of?10 Leads Direct leads per month in and around ****************** **, *********** **, ******** **.

  Lead subscription services are from consumers who proactively create an account and register on agent's website from Market Leader's search engine marketing on ****** and Bing. Market Leader uses thousands of real estate specific terms and geography specific locations to attract consumers to customer's website. When a consumer clicks on the advertisement, they are driven to a results page on the agent's real estate website. After viewing a second property, the consumer has the option to register and create an account to receive daily/weekly/monthly listing alerts. A consumer who creates an account is a lead, funneled into agents contact management system and is available for the agent to engage using the Market Leader contact management system tools.?Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead.? 

  In less than six weeks, since customer purchased **********************, real consumers are registering on customer's website and returning on a consistent basis driven by Market Leader's technology.