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:02/09/2023

  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.

  I signed up for market leader May 2022. I was told I would get 15 quality leads a month, a website, and the **** If I did not receive my 15 leads I would get a refund even better. However, what they don't tell you is you have to call the Company every 2 months just to get that refund on the following month. It gets very confusing and they are just HOPING agents won't have the time to do this or care to do it so they can keep their money without providing the leads. Well that's not me I have spreadsheets of everything. So I dealt with it and called back every too months. When my 6 months were up I was told it would go month to month. What I wasn't told was it would go up $60 /month. So December 12th I called and said hey you over charged me. They said no its after 6 months. So I said you know what I dont want the leafs anymore. I don't receive the 15 leads and I always have to call. My "account representative" said well you can't cancel due to the date you will have to finish up until *******. I said okay thats fine. Just make it 10 leads for ******* though so I don't have to call back again. He told me no problem and to let him know if I change my mind. I said let me crunch some #s and I'll let you know. The leads were wayyy over priced so I emailed him saying no, I would like to cancel my account but would like to keep the website ONLY. He wrote back...That's not an issue it will be effective end of *******. Great, well february payment came out for 10 leads in addition to my website. So I over paid hundreds of dollars. I called he told me he couldn't give me a refund even though I have it in writing! (Real estate we always get things in writing ??) Would not let me talk to a manager or give me his legal teams phone # that he told me to contact and not contact him anymore. So now I have no one I can contact. Supposedly no one who works for market leader can transfer you to anyone besides the "account representative" who now I don't have.

  Business Response

  Date: 02/15/2023

  Customer purchased ******************************************* on May 10th, 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 ********** **, ********, *************.

  ML will provide a guaranteed average monthly volume of prospects who are searching for homes in or around the area specified above. If Market Leader delivers fewer prospects, on average, than guaranteed during any three consecutive full calendar months, Market Leader will review Client's account upon prompt notice from Client. Market Leader will adjust Client's monthly fee and/or monthly lead guarantee for any remaining months (but not prior months).

  Market Leader has provided credits for under delivery during initial subscription term, and customer has successfully made changes to their account effective March 1st 2023.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19380315
  
  I am rejecting this response because: I know what i purchased wasn't disagreeing with that. Once again they send the typical response. I asked to STOP leads and still was charged in February. They won't give a refund even though I HAVE IT IN WRITING that leads would end Jan 31st. The company is fraudulent in taking my money. I did not give permission to take put funds for February. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/24/2023

  Customer requested to remove lead subscription effective January 31st, 2023 and continue with Market Leader Pro ensuring *** and website remain active. This ensures the *** can continue to engage contacts on behalf of the agent. and consumers still have access to customer's website and stay up to date with real estate information, listing alerts, market reports, etc. 

   

  The account manager did not successfully send nor receive an accepted quote with the changes noted above. Customer has accepted the noted changes above on February 9th, 2023 effective March 1st, 2023. Market Leader will refund the difference in the invoice paid on February 1st, 2023. This refund will be reflected by the customer's bank within **** business days. 

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for guaranteed real estate leads, but I did not get them. I have called multiple times to complain. I have been told multiple stories, by multiple people, and I stated multiple times that I did not want to continue the "membership". In early January I spoke with a rude woman that made it clear she did not care about my problem, and said my contract was going to expire on January 31, 2023 anyway. She did offer to call me back later in the month to confirm I wanted to cancel. She called me on January 25th, and still stated I had no recourse regarding the $3,000 they had taken out of my bank account. She told me if I wanted to cancel I had to give her an answer that day. I told her I wanted to cancel. She told me my account would close automatically on the 31st. When the 31st came, my account was automatically renewed, and they took another $436 out of my bank. I emailed the woman back and she denied telling me it would cancel. I can't reach anyone in authority, and they keep telling me my message would be delivered to a manager, and they would call me back. I need help in getting this canceled and I want a refund for the money they were not authorized to draft from my bank, and I want the membership to stop.

  Business Response

  Date: 02/09/2023

  Customer purchased ******************************************* on December 17, 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 10 Leads Direct leads per month in and around ******* **. Customer's NRT Pro CRM is $175 annual fee, lead subscription service is monthly.

  Market Leader is canceling the lead subscription service effective February 9th, 2023 and will refund the February 1st payment. Refund will be reflected by the customer's bank account within **** business days. 

  Customer Answer

  Date: 02/12/2023

   
  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:02/02/2023

  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.

  Market Leader now uses deceptive tactics by allowing employees to do one thing and say another. I have used them twice in the past, and cancelling was not an issue, you called in a few days before the end of the month, and that was that. The first time I did this there was no issue and I was not billed the following month. Since I signed up again, I was not aware of their "change" in this policy although now they are telling me the policy has never been that way, so evidently I was told something by an employee in the past something that never existed. Regardless, they state that now their policy is to close the account with 30 days notice. However, they also bill past this 30 days so this is unethical too. They admitted in their records that I cancelled on January 17, which means according to them my account would be closed by February 17. Even though I don't agree to getting charged the next month from past experience, they didn't even honor their own 30-day policy and charged me for the full month of February. I called in and got one deflecting employee after another that are obviously prepared for angry ex-customers because they couldn't have cared less about my concerns and were focused on protecting the company rather than the customer, I'm sure my Account Manager *************************** ************** gets great internal reviews for his snarky attitude and his lack of understanding "why I was confused" which he repeated several times during our conversation. I'm not confused, they are crooks. Their practices changed over time and it was not clear that I needed to cancel 30 days in advance when before it was a few days before the end of the month. I'm sure they have it written in fine print somewhere, but there is something that should be said about how their employees used to handle it and now it's different. I left them once during a slow time and went back because they handled that transition well, now I will not be going back without a refund of $182.23

  Business Response

  Date: 02/09/2023

  Customer purchased the ************* platform from Market Leader on August 5th, 2020. ************* services include a marketing center, contact management system and lead generation services. Customer chose a six-month lead subscription to include a guarantee of 4 HouseValues leads per month in and around 77095. 

  Customer submitted required online cancelation/change form on January 17th, 2023 which initiates 30 day cancel/change notice. Account is set to be canceled on February 28, 2023. We truly wish the real estate professional the best of luck. Thank you for being a Market Leader customer for several years. Take care!

• Initial Complaint

  Date:02/01/2023

  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.

  6 months contract ended in Jan. ******** them about not wanting to renew months in advanced. They bounced me around sales reps. ******* got email asking to fill out a form and then when I filled out the form they told me I had to let them know months ahead not to get charged again. I paid for 6 months subscription for lead generation and ******* was total loss over $6k without any ROI. Now instead listening to costumers remorse they are tying me up in their fraudulent policies and scam procedures that they created and have continued to bill $1000/mth. **************** rep threatened me to take to collection and ruin my credit score all while acknowledging that the Leads they gave me wasnt converting. Basically admitted the guilt but says their policy is to charge me even after the contact ended and I have to follow the procedure that I have been trying to understand for over 2 months.

  Business Response

  Date: 02/09/2023

  Customer purchased ******************************************* on July 31, 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 ******** **, ****** **. Initial term ended on January 31st, 2023 and month to month term beginning February 1st with a 30-day notification to cancel monthly subscription. Customer filled out cancel/change form on December 14, 2022 and should have been cancelled effective January 31st, 2022. 

  
  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. 

  Account Manager will be contacting customer regarding emails from consumers who want to purchase a home, see February 9, 2023 email. 

   

• Initial Complaint

  Date:01/30/2023

  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 ***************** signed 6-month contract back in April 1st 2022 to receive 10 guarantied leads from Tampa Bay area based on my **************. Starting in July 2022 i have been received leads from other cities all over ******* (*****, *******, ******, *************, *****) which are more than 1 hour away from a Zip code I paid for and area of work I was willing to travel too. When I first contacted them back in September 2022, I have talked to case manager *******************, who said quote" that submitted a ticket to our advertising team to see if we can make any changes regarding the areas your leads are coming from and have also flagged your account to follow up with you next month to re-evaluate".after month of October or November I have not received a phone call or update regarding this issue.I contacted them again back in December and January to see what happened in November 2022 which i received a total of 3 LEADS (1 from out of area) out of promised 10. New Case manager ***** that my special account will be put in REVIEW again at the end of January. I shall again pay in Full a total $499 a month for leads which are not verified or services not completed in advance. December leads 3 out of area of reach for me). January leads are 9 from ***** and 1 from ********** from East coast.I tried to return them and it got denied by Custom Service.I already placed an account for cancelation for so February 2023 will be my last month of paying for this unbelievable bad service.BTW you will get lucky if one of your leads will have a phone number out of ten. Mine wasn't.What I seek is Justice for a new Real estate agents like me, which this company take and advantage and do not follow up on maintaining their customers as they suppose too.

  Business Response

  Date: 02/07/2023

  Customer purchased ******************************************* on March 31, 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 ***** Northeast **.
  
  Lead subscription services are from consumers who proactively create an account from their initial search in NE ***** 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. 

  Customer received 11 leads in August, 10 in September, 10 in October, 3 in November, 10 in December, 10 in January and 2 in February as of February 7, 2023.  Customer is working with the Account Manager for a 90 day account review and should be eligible for a credit due to lead delivery count in November/December/January. Additionally, customer is actively working with Account Manager to successfully resolve situation. Consumers have very nice engagement on customer's website from daily/weekly listing alerts which drives the consumers back to the website to view/save properties, providing the agent an opportunity to engage further with real estate content. Also, please ensure you are in contact with ******** *omitting last name) who views properties on your site and emailed you about a 1.5-2M home on January 15, 2023. 

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18955089
  
  I am rejecting this response because:

  i have tried to return some of those leads being due to out of area of working(example *****,*****, and NORTH WEST of *********************. For which I had rejected. Please Review my account again to fix the problem that i have been occurring  during OCT  NOV DEC JAN FEB months/
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/15/2023

  A member of our customer service management team will look into this further and provide an update to the customer via phone and email by end of day Tuesday, February 28th. 2023.

• Initial Complaint

  Date:01/26/2023

  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.

  I signed up for Market Leader after being pursued by one of their representatives for about a month. I was promised a certain number of GUARANTEED real estate leads per month. The leads were supposed to be REAL, vetted and no solicitations. Since I signed up and started paying several hundreds of dollars a month, I have received only one valid lead. I have not received my guaranteed number of valid leads ever. Most are either solicitations, bogus contact info or people that are not looking for help from a realtor in any way. I have requested several times to be given real leads. I have not received them. I requested multiple times to be released from this agreement because it is a SCAM. They wont even ************* anymore. They are stealing from me every month. Please help!!

  Business Response

  Date: 01/27/2023

  Customer purchased ******************************************* on September 1, 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 7 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. If a vendor becomes a lead on agent website, that is not included nor is it from Market Leader's search engine marketing. 
  
  Consumers have viewed 133 homes to date from returning to website from automated listing alerts. Including email responses & engagement from contacts. 

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18901837
  
  I am rejecting this response because: They didnt even address any of the attempts made by me calling them, trying to reach them with no response, a very one sided conversation I had with one of their managers, not the correct number of valid leads guaranteed, solicitations over and over.. and much more. They are very unprofessional and I would like to be released from the contract with a refund of at least January. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/09/2023

  Customer purchased ******************************************* on September 1, 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 7 Leads Direct leads per month in and around **********, *********, ************* **, ************ **.

   

  Responses below:

  "They didnt even address any of the attempts made by me calling them, trying to reach them with no response."

   *RESPONSE: Customer submitted the cancelation/change form per the accepted terms & conditions on December 8th, 2022. Customer is eligible to cancel or change subscription areas after initial six-month term, February 28th, 2023. Customer submitted the cancelation form on December 8, 2022 and again contacted Market Leader via email to cancel on January 16, 2023 in addition to verbal conversations with Market Leader Account Executive. Customer is eligible to be canceled on February 28, 2023. 
  
  "I would like to be released from the contract with a refund of at least January."

   *RESPONSE: Customer is eligible to be canceled on February 28, 2023 when initial six-month term expires. 

• Initial Complaint

  Date:01/25/2023

  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.

  In a nutshell, I purchased an inferior product from Market Leader, a real estate lead generation service. I let ML know for 4 of the 6 months that the leads received were mostly bogus and I would not be renewing my contract for more leads. I received countless text messages and emails from the marketing department, and I let them know what I thought of the product and I would not be renewing. My 6 months contract was complete, November 2022. To my surprise, ML charged another month without me knowing in December. I called when I saw the additional charge, a higher charge then even contracted, on my credit card. My service representative confirmed my contract was up but in the print when I initially contracted they could charge month to month, and I needed to go online 30 or 60 days before the end term to cancel by clicking a (mystery) link to cancel. I did this but then was instructed to wait as a rep would call. However, for months I had already let my rep know on EACH and every call that I wanted an audit of my leads and that I was not renewing services as most of the leads were not real Buyers or Sellers but bogus people with fake names, no phone numbers, and bogus emails. ML rule is to only replace a non-deliverable email address (even if it's a scammer address) or if the email belongs to another real estate agent. As for Sellers, HouseValues leads, many are the not the owner of the property but people just trying to get a CMA. Basically, ML has a flawed lead service which cost me >$5000! It's a scam. I contacted my *************** to let them know ML was not authorized to charge anymore and that I've been in dispute for 6 months over this flawed system. ML rep knew I was contacting my lender and blocked my cancelation to get another month's payment for ******** Desperation is not a good look on any company and especially ML given their past reviews. ML should focus on fixing their flawed product and try harder to make things right with their customers.

  Business Response

  Date: 01/27/2023

  Customer purchased ******************************************* on May 19, 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 13 Leads Direct leads per month in and around ******** **, ******************** ** and 2 HouseValues leads per month in and around 32439. 
  
  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 provides a lead guarantee which enables real estate professionals the opportunity to add a predictable number of consumers to their real estate network. 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 majority of Market Leader customers that follow or implement lead management and follow up systems love our leads products and rave about how much better they are than other lead services. But, that is not to say, it is not for everyone and like most leads businesses, there are some unhappy customers. Market Leader has ******+ lead subscription customers, majority are happy about the opportunity to add consumers to their real estate network. There are definitely customers who are unhappy as their approach does not align with today's consumer.

  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 will be canceled effective January 31, 2023. 

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18898830
  
  I am rejecting this response because: it needs to be canceled as of November 2022 with one rollover month that I wound up paying for but didn't know about which was December and that was already paid $800. They are not entitled to a ******* payment. When they tell you that it's a working email it doesn't necessarily belong to the person, nor does the name always go with the email many times more often than not the name is incorrect and the email address *** work but it belongs to someone other than the supposed customer. I am diligent in my follow-up and have researched using several tools and put in countless hours to track down non-leads that is not what I paid for. My contract ended at the end of November per market leader and they build and were paid in december. They are not entitled to another month's worth of payment. They can stop billing me and stop harassing me for an additional payment for ******* and the case would be resolved.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/09/2023

  Customer was canceled for non-payment of January 2023 services. Last payment received was on December 1st, 2022. We truly wish the real estate professional the best of luck in 2023. Let's make it a great year. 

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18898830
  
  I am rejecting this response because: I do not owe them any additional payment. My contract ended in November of 2022 they build me and were paid an additional months payment in December of 2022. They were told to stop billing me I do not owe them any additional money. They continue to Bill me I stopped their payment. For January 2023. They owe me for December 2022. They need to refund me the December payment that they took that they were not entitled to. Or they need to call it even and leave me alone.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/17/2023

  Customer purchased ******************************************* on May 19th, 2022. Customer completed the change/request form on December 30th, 2022, for an effective date on January 31st, 2023.

   

  Customer was canceled for non-payment of January 2023 services. Last payment received was on December 1st, 2022.

  Customer Answer

  Date: 02/23/2023

  Complaint: 18898830
  
  I am rejecting this response because: See the attached emails. My assumption was that my contract was over on the date the contract was intended to end. I was not aware of the circus of month-to-month billing and a hidden link with a wait period to cancel until after I found the charge on my credit card which was after my intended stop date. As previously known, I started questioning what I purchased soon after I contracted. ML did not deliver on service, on product, or on honesty. ML is a bigger company and apparently, knows how to make fast sales with no need to explain or point out to their customer what happens as you get closer to contract end date. It is wrong and a deceptive business practice to continue charging someone's credit card after a contract end date. Someone at ML knew better or should have known better that my contract expiration date was approaching. Every credible company sends notice. I did not receive a notice that my end date was approaching and additional steps necessary to completely end the contract. There should not be a hidden link to cancel, a circular reference that a company gets to review at their leisure the end date! I insist ML drop their billing and stop harassing me. 

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

  Business Response

  Date: 03/03/2023

  Customer completed the change/request form on December 30th,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. Account manager reached out by the end of December 30th to assist customer with a resolution, but customer informed the account manager that she had already cancelled her card and would be disputing charges.Customer's account was shut down on January 30th, 2023 due to non-payment.

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 18898830
  
  I am rejecting this response because: I did not give or authorize additional charges on my charge card.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/20/2023

  Customer's account was canceled January ********* for non-payment of services. Per the terms and conditions, ML requires submission of the cancellation/change request form as written documentation 30 days in advance of cancellation date. Account manager tried to work with client for resolution, client was canceled for non-payment of services on January 31st,2023.
  
  We wish the real estate professional the best.

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 18898830
  
  I am rejecting this response because: See previous emails. Contract ended November 2022 no reason to believe there would be future ******** and unauthorized charges on my credit card. I do not have a contract as of November 2022.  ML owes me $800.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/03/2023

  Per the terms and conditions, ML requires submission of the cancellation/change request form as written documentation 30 days in advance of cancellation date.
  
  Per the terms and conditions, the initial term is six months and month to month thereafter.  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's account was cancelled on January 30th, 2023 due to non-payment.
  
  There is no future billing occurrences or open items pertaining to this case, the terms and conditions of the signed online agreement was accurately executed.

• Initial Complaint

  Date:01/24/2023

  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.

  Marketleader has failed to provide the services they promised. We were promised a minimum of 10 leads per month. We received eight each for the last two months. None of the leads were contactable. Absolutely zero contact from them despite trying extremely hard and executing every action they have suggested. We are paying $450 a month for the privilege of looking at someone's name, emailing them, and being told never to contact them again. We have received absolutely nothing from this service except a bunch of bologna without a single viable lead which we were promised. We have never received a single thing we were promised from a secondary dashboard for me in addition to my husband; we were promised Search Engine Marketing which would place us on the first page of ******* We were told they do not do Search Engine Optimization, which I am highly proficient in. We just got off the phone with a manager of some sort who said they only provide Search Engine Optimization. Had I known this, we would not have signed up, as I can do that myself. They now tell us they record all phone calls except the one in which the salesperson promises you everything you want to hear. Every other phone call is recorded. It is obvious they do this to defraud the consumer specifically. If you are looking for a lead generation service, stay far away from Marketleader. They only lead in the number of lies they tell and the people they defraud.

  Business Response

  Date: 01/27/2023

  Customer purchased ******************************************* on November 30, 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 ******* **. Customer received 8 leads in December and as of January 27, 10 leads have been delivered.
  
  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 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.

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18892288
  
  I am rejecting this response because: Not a single person has returned contact attempts, 95% of the leads have no telephone number for contact and all never respond to emails. Their "account executive" assured us that we were getting market specialists who would be doing this work for us, as we are not marketing specialists, we are real estate agents.  

  We were promised that we would show up on the first page of ******* That did not and has not happened. 

  We were made all kinds of promises by the "account executive" ***************************** who "sold us" on this product, but he sold us somethings completely different than what we received [or haven't received to be more accurate]. 

  We have had zero contact with the exception of two people asking us to remove them from the email lists and never contact them again. Absolutely nothing is being given to us. We have a website already. They are not doing "Search Engine Marketing" as promised by *************** 

  When we asked about getting a recording of the original call with their salesperson, they said they record every call except those with their salespeople. That right there is an indication of how they operate. They want to create plausible deniability. In our opinion, it simply indicates they do not want to be held responsible for the false promises being made by their salespeople.

  I was also promised a secondary email and login as we were told our account was for 1-2 people/small teams. I do not even have a login let alone a secondary dashboard as promised in our original salescall. When my husband brought this up we were offered one-- for more money. We were told it was a part of the package we purchased. 

  The company even admits we didn't even get 10 leads in December. At that rate we are paying more than $56 per person to allow them to use our website as their personal MLS/search engine for homes and ignore any form of contact from us. We did not purchase the product for website activity. We already have that, I am a Search Engine Optimization professional and I can do that on my own. We were promised contact with interested parties looking to purchase homes. 

  This company overpromises and sorely underdelivers. 

   

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

  Business Response

  Date: 02/09/2023

  1. We were promised that we would show up on the first page of ******* That did not and has not happened. 

    *RESPONSE: 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. ********************** creates ads on several pages to connect consumers with the agent's website. Market Leader guarantees a monthly lead volume. Market Leader and no company can "guarantee" first page on ******/Bing at 100% of the time. 
  
  2.  I was also promised a secondary email and login as we were told our account was for 1-2 people/small teams. I do not even have a login let alone a secondary dashboard as promised in our original salescall. When my husband brought this up we were offered one-- for more money. We were told it was a part of the package we purchased. 

    *RESPONSE: Market Leader provides solutions for additional users which comes with an additional log in, website and contact management access. Customer did not purchase an additional seat at the point of sales, per the accepted online form customer completed on November 30th, 2022. 

• Initial Complaint

  Date:01/23/2023

  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 signed a contract with Marketleader with the full understanding I had to fulfill my 6 month obligation of this contract back in April 2022. I was told once this was fulfilled I would go MONTH TO MONTH. Without having a ton of success with their program, I added a few more leads as I was told when I signed up for the minimum package, for me to be at the best point, I would need a few more than I was purchasing. So I added a few more leads to see if this would help before I cancelled this lead source back in December. I requested to cancel today for many reasons, but, I was told I was not able to, that I had to do another 6 months? Not only was this not told to me when I spoke to my rep about adding a few more leads, this was not something that was ever disclosed from the beginning of signing up. Now I am being told by the Account "Manager" that called me today after me signing the cancellation fomr from ************ number every time you touch your account it's another 6 month commitment that I wasn't aware of and they would not allow me to get out of my "contract". Also, he mentioned I had only been a customer since December which I quickly corrected him I have been paying for this and signed back in April of 2022. Now, I want nothing to do with this company as I feel completely lied to and misled. I understand they call and harass you when you don't pay, and I want this cleared up immediately.

  Business Response

  Date: 01/27/2023

  Customer purchased ******************************************* on April 28, 2022 and December 22, 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 20 Leads Direct leads per month in and around ********** **, ***************** **, **************. Customer accepted a new 6 month term on December 22 2022 (disclosed on accepted online agreement "6-month contract extension, effective the 1st of next month." Customer received a $200 one month discount for new lead subscription. 
  
  
  Please continue to work with Market Leader's ****************** team for a successful resolution. Customer has a January 25th, 2023 email which has not been responded to regarding "a need for a barn/farm." And a January 27 email looking for a 2-bedroom home on fresh water or lots. After review of the account, customer has very nice engagement between consumers and agent's website with homes views/favorites and email replies. 
   
  

• Initial Complaint

  Date:01/21/2023

  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.

  Market Leader offered the remaining of December 2022 be free of charge. And that the contract was going to start on January 2023. During December, I had a family emergency and it forced me to cancel the contract with them. I texted the agent that sold me the product and I sent multiple emails with no response. These texts and emails had the date of January 3rd, 2023. I completed the cancellation form they sent me but they never canceled my account. It has been a nightmare trying to get this problem resolved.

  Business Response

  Date: 01/22/2023

  Customer purchased ********************** on December 27th, 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 6 HouseValues leads per month in and around *****, *****. Customer is in contact with ****************** to adjust subscription areas.

  Customer Answer

  Date: 01/22/2023

   
  Complaint: 18873954
  
  I am rejecting this response because: I do not want to continue with Market Leader at all. I just want my account to be closed and contract canceled as requested on January 3rd, 2023. Contract had a starting date of January 1st, 2023. Under ******* rules, I have the right to cancel within 3 days.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/27/2023

  Customer purchased ********************** on December 27th, 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 6 HouseValues leads per month in and around *****, 33578.Customer has an outstanding balance for ******* services and is canceled for non-payment effective 1/31/2023.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18873954
  
  I am rejecting this response because:It is not truth that they are canceling me for no payment. I canceled via texts and emails on January 3, 2023. I do not want ato deal with this unprofessional and untrustworthy company. I do not owe anything to this company when I did not use their product.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/09/2023

  Initial contract signed by customer was not eligible to be canceled in December. Customer was canceled for non-payment of ******************** on January 31, 2023.