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:01/19/2023

  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 June 2022 signed up for a 6-month contract for a set number of leads to be provided from Market Leader with an end date to this contract of Dec 31st 2022. I have multiple documented emails dating back to June 2022 of me notifying the account manager that I would like to terminate and not extend my contract at the end of my term (12/31/22). In January (2023) I was charged another $2000.00. When I contacted the sale manager he informed me that my previous sale manager was no longer with the company and that I needed to provide 30-days notice in order to cancel my already expired contract. When I provided this new manager with the emails that I had sent previously showing my multiple request to cancel my contract his response was as followed: "I understand the frustration of not getting a response, but you cant just assume your account would be cancelled without any confirmation back from us especially when it involves the deletion of your entire database. We have paid for the advertising for this month which is primarily the reason I cannot do anything about your January charge and this is their final stance."Their position is that because they never responded to my request for cancellation they have no obligation to actually honor those request. Therefore giving them the right to continue to change my account $2000?! Additionally, I have sent multiple request to the manger of the sales manger to contact me regarding this issue and have not gotten any response back.

  Business Response

  Date: 01/30/2023

  Customer purchased ******************************************* on May 23, 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 35 Leads Direct leads per month in and around **************, ************.

  Thank you for your summary of your account, your email exchange and working with the Market Leader Account Manager. Account is set to be canceled on January 31, 2023 per the cancelation form received on January 2nd, 2023.

  Market Leader wished the best for you in 2023.

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18839267
  
  I am rejecting this response because: The contract that I signed was for a 6-month term that would be ending on 12/31/22.  Market Leader charged me for a 7th month (January 2023) which I notified them in writing on multiple occasions that I would not be extending my contract. I am requesting a refund for the month of January.  I have provided all of the written notices to cancel my account several months prior to my contract ending. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/09/2023

  Customer submitted the cancelation/change form on January 2nd, 2023. No prior submission of cancel/change form was received prior to January 2nd, 2023. Customer was eligible to be canceled on January 31st, 2023 and account was closed effective January 31st, 2023.  

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18839267
  
  I am rejecting this response because: I have sent and provided proof of multiple request to cancel my account. I was never informed or provided any further actions or forms that needed to be completed in order for my request to be considered. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/17/2023

  Customer submitted the cancelation/change form on January 2nd, 2023. Per the terms and conditions, ML requires submission of the cancellation/change request form for written documentation. No prior submission of cancel/change form was received prior to January 2nd, 2023.

   

  Customer was eligible to be canceled on January 31st, 2023 and account was closed effective January 31st, 2023. 

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18839267
  
  I am rejecting this response because: The first of multiple cancellation request was sent in July of 2022. Documentation of these request have been provided. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 02/28/2023

  You can find those in the attachments that I have already provided titled "ML Cancellation Emails". I have sent them again here. Please let me know if you need anything else. 

  Business Response

  Date: 03/27/2023

  Customer submitted the cancelation/change form on January 2nd, 2023. No prior submission of cancel/change form was received prior to January 2nd, 2023. Customer was eligible to be canceled on January 31st, 2023 and account was closed effective January 31st, 2023.

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 18839267
  
  I am rejecting this response because: I have provided multiple documented request starting 5-months before contract expiration date to cancel my account. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/14/2023

  The required cancel/change form was not received prior to January 2nd, 2023.

  
  Customer submitted the cancelation/change form on January 2nd, 2023 and was
  eligible to be canceled on January 31st, 2023. Customer's account was closed
  effective January 31st, 2023.

• Initial Complaint

  Date:01/18/2023

  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.

  On November 28, 2022 my father and I entered into a 6 month agreement with Market Leader as a Real Estate team seeking leads. We agreed to pay $194 per month for a minimum of 3 leads in 3 particular zip codes that would be exclusive to us. I had a couple phone calls with my account executive ************************* discussing the details of the services Market Leader offered before deciding to sign the contract. He explained to me that there were only 3 zip codes available for purchase in our area and that the rest were already claimed. He told me that we would only receive leads from the zip codes we purchased and that we would likely only receive 3 per month, but that any extras would be ours at no additional cost. I was also told that ML would build a landing page for us using our logo and headshot. I promptly forwarded these files to ****** per his request only to have to upload everything on my own and design our website as well. Not even 1 full week after signing up with Market Leader we quickly realized how much of a scam it is. The day after signing up I received a lead notification for a zip code that I have never even heard of that is nowhere near any of the zips we purchased. I tried to contact ****** via phone and email on 11/29 to ask him why I would be receiving a lead from that zip. I still have not heard back from him. More "leads" came in and we would look into them to try and make contact with potential clients only to realize that the majority of these leads were not even real people. Fake names and fake email addresses, phone numbers that weren't legitimate. We even received leads requesting CMA's for properties that were already listed for sale and/or pending sale. The services provided by ML are not at all what was laid out in the contract. Claiming you can't guarantee quality of leads is not the same as not supplying the customer with legitimate leads. We wish to be absolved of this contract immediately and refunded the $194 payment for our first month.

  Business Response

  Date: 01/19/2023

  Customer purchased ******************************************* on November 28, 2022. Customer received the prorate month of May for $0 cost with the first invoice scheduled for **** 1st,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 3 HouseValues leads per month in and around *****, *****, 25801.  Customers January 1, 2023 invoice is currently outstanding.

  House Values lead subscription services are from consumers who proactively visit housevalues.com to receive an automated valuation of a home and a market analysis of a 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.

  Customer received 14 leads in December, 3 from subscription zip codes and 11 from additional zip codes. As of January 19, customer has received 23 leads, 4 from subscription zip codes and 19 from additional zip codes. 

  
  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: 01/23/2023

   
  Complaint: 18833647
  
  I am rejecting this response because:

  First off, the dates mentioned are completely incorrect and I never received a prorated month. I signed up in November and received and paid my first invoice that day.

  Secondly, the information regarding the services you provide is completely false. You do not provide a customized website. You provide a website that can be customized by the agent. Those are two completely different things. I was informed that a website would be designed for me. 

  Furthermore, how could leads from a certain zip code be given exclusively to one particular agent if I'm receiving leads from zip codes all over the state that I did not purchase? For example, when I signed up with ML I inquired about purchasing **************, but was told that zip was not available because it was already claimed by another agent. So then tell me how I received a lead from that zip? How do I know that leads from the zips I purchased aren't going to other agents as well?

  Lastly, majority of the leads received have been illegitimate. The services you advertise and the services you provide are on opposite ends of the spectrum. 

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

  Business Response

  Date: 01/27/2023

  First off, the dates mentioned are completely incorrect and I never received a prorated month. I signed up in November and received and paid my first invoice that day. RESPONSE: Customer paid a one-time setup/activation fee on day of purchase. 

  
  Secondly, the information regarding the services you provide is completely false. You do not provide a customized website. You provide a website that can be customized by the agent. Those are two completely different things. I was informed that a website would be designed for me. RESPONSE: Initial set up and website is conducted by Market Leader and further customization is completed by the real estate professional. 

  
  Furthermore, how could leads from a certain zip code be given exclusively to one particular agent if I'm receiving leads from zip codes all over the state that I did not purchase? For example, when I signed up with ML I inquired about purchasing **************, but was told that zip was not available because it was already claimed by another agent. So then tell me how I received a lead from that zip? How do I know that leads from the zips I purchased aren't going to other agents as well? REPONSE: Leads from outside zip codes are delivered to nearby customers when and only when a zip code subscription is available and not sold. 

  
  Lastly, majority of the leads received have been illegitimate. The services you advertise and the services you provide are on opposite ends of the spectrum.  RESPONSE: The leads business is tricky and hard to please everyone,but we will continue to work to improve and provide opportunity. 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.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18833647
  
  I am rejecting this response because:
  This message does not address any point that I made in my complaint. Your company is a total scam the amount of complaints that have been filed on the Better Business Bureau proves that. And yes you are correct, we are not happy with your services because they are nothing that you explain them to be. We want to be absolved of our contract effective immediately and do not want to spend anymore money with ML. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/09/2023

  The customer was canceled effective January 31, 2023. Market Leader truly wishes the real estate professional the best of luck.

  Customer Answer

  Date: 02/15/2023

   
  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:01/18/2023

  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 is supposed to provide real estate leads. However, the so called leads often have missing phone numbers, incorrect phone numbers, bad email addresses, or even contact information for vendors that are trying to sell me something. I reached out to cancel the service, and they said they will not allow a cancellation. I want to cancel and never do business with this company again. They are stating they will continue to charge me.

  Business Response

  Date: 01/19/2023

  Customer purchased ********************** on November 15, 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 11 Leads Direct leads per month in and around ********** **, ******* North **, ******* **.

  
  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. . These are consumers who have proactively requested to receive property updates from the real estate professional.
  

  There are consumers who are very engaged with the agents website, leveraging her website as their destination for real estate information. 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.

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18832248
  
  I am rejecting this response because: this service is a scam. Leads are largely without phone numbers, email bounce back. Leads have also been vendors trying to sell me things. I am not getting what was initially described to me. When I contact for assistance i am offered more of the same leads. I want to discontinue the service and cancel immediately. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/27/2023

  Customer purchased ********************** on November 15, 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 11 Leads Direct leads per month in and around ********** **, ******* North **, ******* **. Cusotmer is eligible to discontinue services after May 31, 2023. 
  
  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. . These are consumers who have proactively requested to receive property updates from the real estate professional.
  
  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 guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead. Leads can be returned if they are 1) a vendor attempting to sell services (this is not from Market Leader's search engine marketing) 2) email address is undeliverable. Those leads will not count towards the monthly lead guarantee. Please continue to work with your Account Manager to maximize opportunities in your second month of service.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18832248
  
  I am rejecting this response because:
  I would be constantly returning "leads" who are vendors, or with non working contact information. This defeats the promised automation of lead generation. This service is a scam. I want the service cancelled immediately. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/09/2023

  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. 
  

  Vendors are not leads generated from Market Leader's lead generation services.

  Market Leader is canceling the real estate professional effective February 9th, 2023.

   

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18832248
  
  I am rejecting this response because:

   

  the leads did not have usable contact info most of the time
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/30/2022

  Type:Billing 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.

  * joined the company Market Leader on January 25, 2022. I understood I was committed to a 6 month contract at $869/month. At my six month, I called to confirm cancellation of my account, however I was offered a promotion for 2 months at $669, and in that same conversationI requested that myaccount be canceled after the two months which would have been September 30, 2022. In October, I noticed that $869 had been taken out of my bank account to Market Leader, so I called to follow up on why, and again asked fortheaccount to be cancelled. I was told the original person who gave me the promotion wouldcall me back. I received no call. I called back in October, and told them I received no call and wanted to confirm that my account cancelled, the lady stated that she seen thecancellationrequest in the notes, and that somebody would be calling me to follow up, and that they will look to reimburse me for the payment taken from me in October. Therewas no cancellation, so once again, I called Market Leader back to confirm the cancellation and the gentleman stated that he would put the account as non-payment and cancel the account. On Nov 10, I received an email stating non-payment and account canceled, and that I would be going into collections if no payment was made. I called back in November to verify that my account was cancelled in response to the email, and I was told that I needed to pay due to short notice of cancellation, but I had explained that I have been attempting to cancel this my account since September, with initially making my cancellation request in July after the 2 month promotion I was offered. On December 21, I called Market Leader to once again to confirm cancellation of my account, and I spoke with *****************************, who informed me that I needed to complete a request to cancel and sent me a link to do so I completed it right away, and this was the first time I was made aware of such a process. I received a follow-up call from the account Manager ************************* requesting a statement with regards to the account, but stated that"I did see that you have an outstanding balance and the account's balance would have to be sent to collections if it defaults to cancellation" , and that "A phone call is always supplemented with a cancellation request form that would have had to have been filled out". I have NOT received supplemented emails with any cancellation requests via phone as ******** stated and I was not informed of such a process until now. Market Leader processes are not consistent and after many attempts over many months, no personnel from Market Leader was able to provide me professional service nor cancel my account after continued requests, and only threaten me with 'collections'. On top of that, no acknowledgement was given with regards to a reimbursement of $869 that was taken from my account in October, 2022. Market Leader needs to ensure alignment with their customer service and what is informed to their account holders. It is unacceptable and stressful when you are being threatened with 'collections', when you feel you have done your due process as an account holder to the company, and Market Leader has not!!

  Business Response

  Date: 01/10/2023

  Customer purchased ********************** on January 24, 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 *********** and **************, *******.

  Customer contacted **********************'s account management team on July 21, 2022 to put in notice for cancelation, received promotion and noted that will call in "a couple of months" for any future changes.

  Customer successfully paid monthly invoices through October 2022. November and December's invoice remained unpaid. Customer contacted **********************'s account management team on December 21, 2022 with a cancelation notification. Customer did not resolve November/December outstanding payment and Market Leader canceled effective December 31, 2022. No future billing will occur.

  Customer Answer

  Date: 01/10/2023

   
  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:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Feb I signed up for some real estate Marketing and I have never once received anything from this company. In June I moved out of state and I called multiple times to cancel and thought it was cancelled but they have still been billing me monthly. Today I called again and they told me I have to email them to cancel, which I did again. But why do I have to go through this whole process? Plus I have never once time received ANYTHING from them. They have refused to cancel my services and are still billing me, which is fraud. I will have to close my card now and dispute as many charges as I can. This company is a joke.

  Business Response

  Date: 12/29/2022

  Real estate professional submitting this complaint does not have Market Leader services. Real estate professional does have service from Market Leader's sister company Diverse Solutions. She purchased Diverse Solutions IDX plugin enabling MLS listings to be displayed on creditqueenofrealestate.com on June 29, 2020. 

  Customer contacted Diverse Solutions via email with notification to cancel services on December 28, 2022. Diverse Solutions waived the 30-day cancelation notification notice and set service to be canceled on December 31, 2022.  

• Initial Complaint

  Date:12/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company scammed me and lied about the services I continuously complained about why they lied and they were just ignore me. They agreed to let me cancel within two months at the same rate I was using. And then they randomly took a large sum from my bank account that was never authorized. So I blocked them from taking anymore money, and now they are calling and harassing and threatening me and saying theyre going to come after me with credit collections and on my credit report. So, to recap, they verbally told me over the phone what exactly I was going to be getting. Once I realized I was not getting anything that they told me I tried to cancel. They made me go another two months have the same rate in order to cancel, but charge my bank account with more money than what was ever discussed agreed-upon, signed or authorized. Once they could not get in my account anymore, they began harassing me all day every day and threatening me.

  Business Response

  Date: 12/28/2022

  Customer purchased ******************************************* on August 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 5 Leads Direct leads per month in and around **************** **. Customer received 5 leads in September 5 in October, 5 in November and 5 to date in December.

  
  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. 
  
  Customer has a two-month outstanding balance and will be canceled for non-payment of services on December 31, 2022.

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My teammates and I were mislead by a representative at Market Leader to buy leads in the real estate industry. This occurred when we made our initial purchase as the representative from Market Leader gave us false information about lead contact information we would receive. The majority of the leads we received from Market Leader did not include the phone numbers, which we were promised before signing a contract with them. We requested a phone call with our Market Leader representative and at this point the representative retracted his statement saying he never said we were to get phone numbers with the leads. We have this conversation in text messages to prove that the representative mislead us prior to signing the contract and nothing was resolved. We have also had to inquire via email about several other issues we encountered: misspelled words our our website provided by Market Leader, the ****** Logo was not displaying properly, the November newsletter never populated, and we have not received the number of leads in our contract. To date I have 6 leads and should have 10. Our Market Leader representative took 13 days to respond to the email (November 16-Nov 29) about these issues and basically dismissed our concerns. We have asked to speak to a manager/CEO at Market Leader and our representative said he would handle our issues but we could not speak to a manager. To date, a manager from Market Leader has not responded to us or made any contact whatsoever. We finally requested to cancel our contract and were told that we cannot cancel, yet we are not receiving what we agreed to in the contract itself. Market Leader is subpar in customer service and lead generation. They literally lied to us to get our business. Our entire team is very upset over this and would simply like our money back that we've paid so far and we'd like to cancel our contract completely.

  Business Response

  Date: 12/12/2022

  This inquiry is being addressed and resolved from the Account Owner/Contracting Party and Market Leader directly. 

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When my teammates and myself signed up for Market Leader the representative mislead us as to what the package included and how we would receive leads and get reimbursed for leads that did not include a phone number. The representative falsified information regarding receiving leads to try and sell the product. Most of the leads our team has received have been bogus leads without a phone number and information that is not correct. When we addressed this with our representative he denied having agreed to reimbursing us for leads that did not include a phone number. We have text messages back and forth with him as proof that he did in fact agree to this. We set up a conference call and talked about the many issues we were not satisfied with (misspellings on our team website, glitches with customer email drips, our team logo not displaying correctly, and more. We asked for an upper managements contact at that time and he said he would email it. We never received it and we did not get any response on changes or corrections or even an email for 13 DAYS. We then reached out again and asked for a managers contact information and the representative refused to give us one stating we need to just work our leads. Market Leader said what they wanted to get us to sign a contract and led us to believe they would handle refunds on bogus leads which in fact they did not...ever. We would like for the company to agree to terminate our contract and for us to receive a full refund because nothing they promised has come to fruition. Another team member submitted the text messages and the email that she received from the representative stating he would not give us managements contact information.

  Business Response

  Date: 12/12/2022

  This inquiry is being addressed and resolved from the Account Owner/Contracting Party and Market Leader directly. 

• Initial Complaint

  Date:12/06/2022

  Type:Sales and Advertising 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.

  My real estate team members and I were misled by the representative at Market Leader when we made our initial package purchase. The representative provided false information about lead generation in order to sell the product. The majority of the leads we received from Market Leader tended to be faulty with bogus/fake contact information. Before purchasing the product, the representative said we would receive reimbursement for bad leads. Later after purchasing the product, the representative retracted his statement. Besides the issue with lead contact information, my team also expressed concern to the representative regarding a handful of issues including: misspellings on our team website, glitches with customer email drips, our team logo not displaying properly, incorrect team addresses, and more. When we asked to do a conference call, the representative basically dismissed our concerns and tried to tell us how to contact recent leads. We asked to terminate the contract. The representative said this was not possible. We then asked to speak with upper management. It took 2 WEEKS for someone to respond back to our team after we requested cancellation. In that 2 week period, none of the issues we addressed in the conference call were remedied. The company continues to ignore our request to speak to upper management. Overall, Market Leader is a below average lead generation platform. I'd go as far as to say it's an actual scam company. My team is very displeased with the product and the lack of communication and support from its "employees". Ultimately, we would like for the company to agree to our termination request and provide a full refund for services.

  Business Response

  Date: 12/12/2022

  This inquiry is being addressed and resolved from the Account Owner/Contracting Party and Market Leader directly. 

  Customer Answer

  Date: 12/19/2022

   
  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:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Market Leader told us false information to get us to sign up. There were 4 agents total that signed up together to get 20 leads a month. We were told if the lead had a bad phone number, a missing phone number, or if someone said we dont sign up for this we would get refunded that lead. When brought to the account managers attention, we were told we should talk to the salesman. After signing up, the account Manager, *******, said that wasnt true. When brought to the account managers attention, we were told we should talk to the salesman. After signing up, the account Manager, *******, said that wasnt true. We even have written proof of the lie. Not only would he not help us or give us upper managements phone number, he was extremely passive aggressive. After reading all the complaints on BBB, this is clearly what they do. I have never worked with a company like this. We would like to be fully re-funded, but we would also like this company to stop scamming people moving forward! I have text message proof plus I am sure you could pull the recorded conversations. I also have emails of the behavior of the account manager. This company needs to be investigated to the fullest!

  Business Response

  Date: 12/12/2022

  Customer purchased ******************************************* on October 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 20 Leads Direct leads per month in and around ******** South **.

  
  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. 

  After reviewing account and documentation, it is clear the Account Executive did not properly communicate the lead guarantee, the lead policy and the account review policy accurately. The *** of Market Leader left a voice message and email to the real estate professional on December 12, 2022. The *** of Market Leader is approving a full refund for inaccurate information received that does not meet Market Leader's services. 

  Market Leader has ******+ lead subscription customers,majority are happy about the opportunity to add consumers to their real estate network. It is my sincere apology that you did not experience or receive accurate information during your consideration and decision making timeline. I sincerely apologize and Market Leader will address internally with team members. A full refund will be submitted and should be reflected by your bank within **** business days.