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:11/22/2022

  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.

  I am simply appalled. Im am not going to give the normal run of the mill complaints about if the leads are good or not. This is sales. As a matter of fact the leads are fine and your CRM is pretty awesome! I think the real issue lies within the billing department contracts not being honored and customer support managers.(The wall) I have had multiple issues with the billing department. The first started in April when my business partner called and asked them to delete our business account information. They still charged it at the end of the month. This caused our account to go negative in turn causing the rest of the issues since both in our professional life and my personal life. (This has happened two more times with my accounts since then) I am simply asking for a refund of any money spent since May. I will be glad to provide full details via email.

  Business Response

  Date: 11/29/2022

  Real estate professional has been a Market Leader customer since December 1, 2020 with the ***************************** Professional System (website & CRM) and purchased a lead subscription effective March 1, 2021.

  Payment adjustments were applied on October 4th and October 14th.

  Customer has been suspended for non-payment of services. Please contact [email protected] and speak with the billing manager direct.

• Initial Complaint

  Date:11/02/2022

  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.

  * joined Market Leader in August 2022. With a cost of ******** a month. I was expecting leads from people who wanted to purchase a home or sell a home. Unfortunately that did not happen. I gave this company 2.5 months and received zero real leads. The information they provided were random names from people who perhaps browsed a website relating to real estate. I did not receive any leads from people who wanted to engage in a conversation in any way. Let alone buy or sell a house. The leads given were from people who absolutely did not want to speak to a realtor.Market leader did not provide what they promised. They are literally just names and email addresses. Sometimes a phone number would be provided. Most times it was not.The amount of time it took to get 2 not interested responses in 2.5 months was very time consuming. I feel this company promises something that they absolutely do not deliver on. I dont know how they are currently in business and able to charge people what the charge and get away with it legally.

  Business Response

  Date: 11/04/2022

  Customer purchased ********************** on August 5th 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 14 Leads Direct leads per month in and around ************** **, ********* **, ******* **.

  
  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.Real estate advertising is not order taking, it is a service oriented business as you are aware. These are consumers who have proactively requested to receive property updates from the real estate professional as well as home valuations.
  

  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.

  Consumers have viewed 162 homes to date from returning to website from automated listing alerts. Customer has 95% of contacts on a listing alert which drives the consumer back to the website to stay up to date with homes on the market. 

  Please work with our ****************** team directly for a successful resolution. 

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18346888
  
  I am rejecting this response because:

  I have already contacted Market Leader directly to resolve this issue multiple times and have gotten no where. I called M L on October 27th and they said I would receive a call back in a few days. On 10/31/22 I received a return phone call from ML sales department and the call did not come to an adequate resolution.

  While on the call, I asked to speak to a supervisor as the person who called me was from sales. They refused to connect me to anyone in the company other than the sales department. I asked numerous times to be connected to someone that is not in sales and all the person on the call kept repeating that "he was here for me" The call was a complete waste of time.

  This company is not a lead generation company. I have been in the real estate business for over 20 years and I currently work with other companies that offer true "leads". Market Leader does not offer leads, they give names- they give names of people that are not interested in speaking with realtors. 

  I am seeking to end my relationship with Market Leader immediately. 

  (My relationship with Market Leader started August 15th and I have been attempting to cancel with company since October 20th)
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/15/2022

  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.Real estate advertising is not order taking, it is a service-oriented business as you are aware.

  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.

  At this time the customer's account has been suspended for non-payment.

• Initial Complaint

  Date:10/26/2022

  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.

  I had my initial call with Market Leader on July 19th 2022. I spoke directly with *************************** about their services and options. After being hesitant to sign up he let me know that they were running a new agent promotion. Looking back I believe that this is what most convinced me to sign up for their services. New agents would get the first month for $99 as they optimize my website and "fine tune my ***********************." The next month would be discounted $200 from $559.84 to $359.84. while the remaining months of the 6 month contract would bill me $559.84 per month until completion. I was to receive a website and 10 leads per month. To this day I have received 34 "leads" with 10 viewing just 1 home, 5 viewing 2 homes and 2 leads not viewing a singular listing! It is very suspicious that there are "leads" who never visited the website at all. Mix this with people leaving fake names, leads with only emails and no phone number, and I have only heard back from 2/34 leads. One of those two was a real estate agent and the other was an investor who was just looking for a list of "off market" properties and wanted a free hand out. Not one lead has been remotely interested in buying or selling Real Estate. 16/34 Leads contained only an email and no phone number, and one of those leads had neither. A error message that the email was invalid based on feedback. So a lead valued at $50 per lead had zero contact information.During our sales call *************************** kept reminding me that all I had to do was convert one of the leads throughout our 6 month contract and it would "pay for itself" after commission. He also added that everything after that would be a bonus. Lastly he stated that new agents need leads to start because they are hard to come by. I am very unhappy with the services I have received and want to be refunded for the $1578.52 I have spent and to end my contract with Market Leader.

  Business Response

  Date: 10/31/2022

  Customer purchased ******************************************* on July 21, 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 ******* North **.

  Customer received 4 leads in July ($0 lead subscription cost), 10 leads in August, 10 leads in September and 10 leads to date in October. 
  
  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 195 homes to date from returning to website from automated listing alerts

  Customer has 95% of contacts on a listing alert which drives the consumer back to the website to stay up to date with homes on the market. Nice work!

  
  If customer is open, please respond and the ** of Sales & Service will email dates & times to connect. There is a ton of activity on agent website currently happening each day from new leads. I would like to spend one on one time with you to assist and provide resolution. Time will be spent on specific leads, campaigns, emails to engage and identifying when to allow the consumer to shop/be nurtured and when to respond to behavior triggers.

  Customer Answer

  Date: 11/02/2022

  I have no interest in further working with Market Leader. I have been charged $500+ a month for leads that are nowhere near the quality of the price. I still have leads with absolutely no contact information or fake names. I have only heard back from 2/35 leads and both were affiliated with Real Estate already and not looking to buy. Those numbers do not reflect people who are interested in Real Estate they are just browsing and immediately forgetting about it. The only thing that can resolve this is a full refund for charges thus far and cancellation of future services and payments. I do not want to be affiliated with Market Leader or hear from them unless it is with a refund for not performing on their end. After viewing other complaints it is sad that many people are reporting similar situations where what they are paying for is not what they are receiving. I believe they need to be held accountable for their actions and admit when they are underperforming and taking peoples money with no return.

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

  Business Response

  Date: 11/15/2022

  Thank you for your response. Market Leader will remove the two leads that registered directly on your website but did not view any properties. The two leads will still be in your system to assign a listing alert but will not be counted toward your monthly lead guarantee. In addition, please continue to engage the consumer who connected with you via email for a home in ******* on November 9th.

  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.Real estate advertising is not order taking, it is a service-oriented business as you are aware. These are consumers who have proactively requested to receive property updates from the real estate professional as well as home valuations. These consumers continue to use your website to stay up to date with real estate information from daily, weekly, monthly listing alerts, eliminating the need to go elsewhere. 280 homes have been viewed by consumers returning to your site. The ** of Market Leader offered to connect in the previous response, please email kerm.*****@marketleader.com and let's arrange time to connect.

  There are consumers who are very engaged with the agents website, leveraging his 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: 11/29/2022

   Complaint: 18318980
  
  I am rejecting this response because:

  Market leader continues to provide "leads" that do not respond to any texts, calls, or emails. Many people sign up and scroll through the homes on the website with no interest in participating in buying or selling. All Market leader worries about is collecting their money on the first of the month and the responses I have received make it clear. I am unhappy with the product and services I have received. I am absolutely not interested in meeting with any sales team members or their higher *** unless it leads to getting some kind of a refund. Our contract is approaching its end date as Market Leader continues to next to nothing in assisting me as someone who has paid over $3000 and received nothing in return. It is very sad to view so many similar complaints about Market Leader as Real Estate is already a challenging profession and  this company charges outrageous amounts of money for little to no return. I will make sure to share my horrible experience with all prospecting agents about Market Leader and not allow them to make the same costly mistake I made. 

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

  Business Response

  Date: 01/31/2024

  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.

• Initial Complaint

  Date:10/25/2022

  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 enrolled in this program on September 22nd, 2022 with the promise of many things which I am not getting in the program; such as: Quality Leads with full information (phone number, emails), my mls information posted in the page, and fully customized website splitting the leads with my partner. First, I was supposed to get all my websites set by the end of the day I enrolled; instead it passed more than a week and nothing came **. In my experience your team is very good at selling the program but not for accomplishing all the promises, meaning that it is kind of a fraud. Also, difficult to reach when it is about complaints but very easy when it is for program purchases. Second, the leads I have received look like scams. From all the leads they sent me, like 3 them had phone numbers and one was in ******* and the other was working with another agent and just wanted us to post more pictures of a listing which is not even ours. Third, our fully customized website didn't even work properly. We did not have any pictures posted after so many days; my name and my partner's names were not posted; suppodley we were going to have two websites for each of us for no more FEES and then they wanted us to pay $70 and when we call *******, he told us it was just one website for both of us. If this is the beginning of this service, I don't want to imagine what is the rest.Finally, all the services promised and all websites were not working as it is sold; meaning that they are breaching the contract and we want to terminate this and have my refund. I spoke with customer service and did not want to help properly.

  Business Response

  Date: 10/31/2022

  Customer purchased ********************** on September 22nd, 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 per month in and around Northwest ******* **.

  Market Leader sent customer's IDX approval documentation to the *** (MRED) for approval on September 28th, 2022. MRED approved the customer's IDX on October 12, 2022 which enabled listings to be displayed and lead generation to commence. 

  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. 

  
  The VP of Market Leader is ensuring an Account Manager will contact the customer by Wednesday, November 2nd for assistance.

• Initial Complaint

  Date:10/12/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  09/27/2022 - 10/12/2022 BEWARE IT IS A CONTRACT THAT THEY WILL LIE IF YOU ASK TO GET YOU TI SIGN UP!The salesman that sold me the service told me its a monthly fee , NOT A CONTRACT- which was a lie!!!!I paid 0$ to get started with market leader, BECAUSE , i STATED i have a very strict budget, and ill only move forward if this is a monthly commitment i can cancel. the salesman asked me if it came down to budget & i explained to him "Yes, IT IS ALLL ABOUT BUDGET" he told me that they would provide a FREE trial and I would start a monthly service oct 1. and he assured me (after me asking 7 times if it was a monthly fee or a contract) that it would be monthly payments and i would be provided with no less than 5 leads a month. I decided to do some research after i signed up with them, and came across this page of horrible reviews, of being sucked into & LIED to about a SIX month contract and I immediately cancelled my card minutes later& notified my bank to what happened.oct 12 I put in a complaint with them on friday 10/7/and spoke with someone that said i would get a call back , i did not, i received another text today 10/12 , stating my account balance is overdue, i called again and someone else stated someone will be in touch today, Finally someone named ***** called me back and he asked me roundabout questions, i explained to him i cancelled my card because "the salesman lied to me and told me its a monthly fee and not a contract" after explaining it to ***** MULTIPLE times, nothing was being resolved I explained its an invalid/void contract, because i signed under false ************* not paying for something i ALMOST got tricked into, ***** called me "disprepectful" and said hes sending the bill to collections.

  Business Response

  Date: 10/17/2022

  Customer purchased ********************** on September 15th, 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 HouseValues leads per month in and around *****, *****, *****. It is a monthly fee and customer chose and accepted a six month term. Customer received the month of September for free and was invoiced the agreed upon monthly fee on October 1st. At this time the October invoice is outstanding. 

  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. 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. Customers choose their lead subscription areas, customize their website, personalize their CRM and choose a 6- or 12-month term. Customers accept their subscription areas via an online agreement. 

• Initial Complaint

  Date:10/09/2022

  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.

  I signed up for a "lead generation service" with Market Leader in June/2022 and was promised that I would receive only vetted leads and only leads from serious buyers and sellers. As it turned out, nothing could be further from the truth. These "leads" actually get mad if you call or bother them with emails, texts, etc. They do not have the least interest in buying or selling in my allocated zip codes. Most of these "leads" have just been surfing the net and wind up in this trap. I have been trying to cancel ever since I found out what at total SCAM this company is. If you noticed the company response to other complaints, you will notice that it is the same response for everyone. They don't even address the real problem...that their leads are just total ********. THis company does not care about any clients...all they are interested in is scamming more money off you. There are so many negative reviews about this organization that I honestly don't know how they can be allowed to continue doing this to people. Their lead generation program is nothing but a complete SCAM. They know it, we all know it. How are they allowed to continue? I am seeking all the sites I can to leave negative reviews about them. Others, please join me.

  Business Response

  Date: 10/12/2022

  Customer purchased ********************** on November 6th, 2013 - September 31, 2014 and again June 16th, 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 8 ************ leads per month in and around ******** **, ********* **, Vineyard Haven **, ************ ** and 2 HouseValues leads per month in and around *****, 02568.

  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. Real estate advertising is not order taking, it is a service oriented business as you are aware. These are consumers who have proactively requested to receive property updates from the real estate professional as well as home valuations.

  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.

  The VP of Market Leader is available to address any frustrations so I may personally help you. Please email me directly with available days and times.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18189700
  
  I am rejecting this response because: they have not addressed the issue.
  
  ********************************************

  Business Response

  Date: 10/24/2022

  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. Real estate advertising is not order taking, it is a service-oriented business as you are aware. These are consumers who have proactively requested to receive property updates from the real estate professional as well as home valuations. These consumers proactively registered on the agent's website to be appropriately updated with real estate information including property updates which the system does on behalf of the agent, branded to the agent. 

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18189700
  
  I am rejecting this response because:
  
  ********************************************

  Customer Answer

  Date: 11/03/2022

  The company has not even attempted to resolve the issue.  The issue being services not rendered for the charged fee.

  Business Response

  Date: 01/31/2024

  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: 02/08/2024

  I don't expect this case to ever be resolved because they would never admit that they are at fault.  I just want the complaint to be registered against Market Leader so that others will not make the same mistake as I have.  It is a very costly mistake so please beware.

• Initial Complaint

  Date:09/17/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to contact them to cancel. This was not what was promised at all. Very disappointed.

  Business Response

  Date: 09/19/2022

  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 (Initial term September '22 - February '23) to include a guarantee of 3 HouseValues leads per month in and around *****, *****, 06354.
  
  House Values lead subscription services are from consumers who proactively visit housevalues.com to receive an automated valuation of their home and a market analysis of their home from a real estate professional. Market Leader guarantees the number of leads associated with the subscription and only one real estate professional can own a zip code, so leads and zip code is exclusive to one agent.
  A consumer who registers their contact information and home details are funneled into agents contact management system and is available for the agent to engage using the Market Leader contact management system tools. Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead. 

  Customer completed Account Change/Cancel form on September 13th, 2022 and should have been contacted within ***** business hours. Market Leader VP escalated this inquiry to an Account Manager for contact ASAP. 

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 18040722
  
  I am rejecting this response because:  I did receive a call from someone in Billing.  And he said an Account Manager would contact me and he said, Oh I see you have filled out the necessary form for cancellation request.  He then sent it to me again, I filled it out again.  I called Market Leader and asked to speak to someone...specifically ******************************  Again, no response.  This is beyond ridiculous at this point.  Ny account needs to be cancelled IMMEDIATELY.  I am very disappointed in Market Leader.  Will NOT recommend their services to any other realtor.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/29/2022

  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 (Initial term September '22 - February '23) to include a guarantee of 3 HouseValues leads per month in and around *****, *****, *****. Customer is not eligible to cancel via the acceptance of the six month lead subscription. Customer has received 4 leads to date in September of 2022. 
  

  Customer last logged in 10 days ago, September 19th, 2022. 

  Customer completed Account Change/Cancel form on September 13th, 2022 and should have been contacted within ***** business hours. Market Leader VP escalated this inquiry to an Account Manager for contact ASAP. 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18040722
  
  I am rejecting this response because:  They have still not dealt with my concerns.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/15/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A group of agents and myself began this lead gen in June 2022 after weeks of prospecting looking for the right one to fit our needs. Ultimately, after many Zoom meetings and phone calls with ********************* at Market Leader, we decided that this one would be the best fit. Our focus on selecting the right lead gen ******** was 1.) the leads were scrubbed 2.) the leads were farmed from motivated buyers/sellers ie. generating valid leads, and 3.) the contact info of the leads was valid. In the many conversations with *****, he kept reiterating that was exactly what he was offering with his lead generation ********. It didn't take long once the leads started that this was untrue entirely. The leads were in fact not scrubbed in the slightest, and more so many of the contacts we received didn't have valid contact information if they provided any contact at all. We decided to give it a little more time as we understood the lead generation game, and know that it takes time to get qualified leads. ***** had said in our preliminary conversations that if the lead had invalid contact information, we could exchange them for free. We attempted this a few times, and Market Leader refused to exchange the lead. After the third month and over 150 "leads", it became apparent that we had been scammed. Upon review, less than 1% of the leads responded to our multiple attempts to contact them, and of those 1% approximately 75% said they had never heard of our website and never entered their contact information or gave permission for us to contact them. We attempted to contact ***** to cancel our service as Market Leader had breached their terms of agreement, but ***** refused to discuss and kept passing us off to another department. Eventually, a conversation with ***** took place where he understood our concerns, confirmed that what ***** had offered prior was untrue, and refused to cancel the service. ML offered a discount as an admission of guilt, which is unsatisfactory to us.

  Business Response

  Date: 09/19/2022

  Customer purchased ******************************************* on May 17th, 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 38 Leads Direct leads per month in and around ********** ** and 2 HouseValues leads per month in and around *****, 28429.
  
  Leads Direct 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. 
  

  House Values lead subscription services are from consumers who proactively visit housevalues.com to receive an automated valuation of their home and a market analysis of their home from a real estate professional. Market Leader guarantees the number of leads associated with the subscription and only one real estate professional can own a zip code, so leads and zip code is exclusive to one agent.

  A consumer who registers their contact information and home details are funneled into agents contact management system and is available for the agent to engage using the Market Leader contact management system tools. Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead. 

  Consumers have viewed ***** homes and saved 17 homes to date from returning to website from automated listing alerts which drives the consumer back to the website to stay up to date with homes on the market, eliminating the need to go elsewhere. 

  The Vice President of Market Leader will email dates & times to connect. There is a ton of activity on agent website currently happening each day from new and returning leads.

• Initial Complaint

  Date:09/13/2022

  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.

  On August 30, 2022 Market Leader ************* WA) took $2,658.60 from my bank account that was for a six month contract in promise to provide me with real estate leads every month for six months. ($500 a month but they lured me into a 10% discount if I pay the whole amount so I agreed in order to save money). I was on the phone with them and asked a million questions about the leads that I will be getting if they will have an email address/phone are they people ready to buy and sell real estate and I was told yes. Market leader assured me that they will provide me with leads and that I have to call them and talk to them on my own and Id the phone or emails are fake (they will verify that with me and help me get better leads). Last week, September 7, 2022 I called the same sales agent her name is *************************** asking her whats the protocol to get out of the contract? And told her that I was dissatisfied with the service. ******* texted me I can email you the form to request an account change, but is there anything I can help you with? I replied: Leads arent quality. One phone and email doesnt work and the second lead wont pick up . It looks like both are very cold leads. This is when ******* started talking about nurturing my leads and telling me that its going to take time and to stick with it. To me sounds like a scam because if I have to nurture my leads it means they arent hot leads which mean Im paying for nothing! I could just ****** random people myself and nurture/turn them into buyers or sellers of real estate. But isnt this the service I was paying market leader $500 a month for?? Im a realtor who want to buy sell real estate I dont want to sit on my screen all day and stock People social profiles like market leader tells us to do on their CRM and training videos. Thats unethical to me and plus I was paying them to bring me leads and save me time NOT to take my money and tell me go waste your time and stock people online.

  Business Response

  Date: 09/14/2022

  Customer purchased ******************************************* on August 23rd, 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 9 Leads Direct leads per month in and around ******** **. Customer was not "lured" into prepaying, customer accepted the initial quote and confirmed desire to prepay for the initial six-months of service, see attachment. 
  
  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 received 5 leads to date and consumers have viewed 10 homes to date from returning to website from automated listing alerts from daily/weekly listing alerts being sent to all contacts which drives consumers back to the website to stay up to date with homes on the market.

  Market Leader provides lead services, customizable websites, marketing automation and contact management tools to *******+ real estate professionals. We appreciate and value the customer and if customer is open, please respond and the ** of Sales & Service will email dates & times to connect. There is a ton of activity on agent website currently happening each day from new leads. I would like to spend one on one time with you to assist and provide resolution. Time will be spent on specific leads, campaigns, emails to engage and identifying when to allow the consumer to shop/be nurtured and when to respond to behavior triggers.

   

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 18018376
  
  I am rejecting this response because:

   

   

   

   

  I have no interest in working with these people because from what Ive seen all the leads are cold. On September 13, 2022 When I spoke to ***** (the account manager that I was assigned to), I tried to get him to answer are the leads hot or cold he said if they were hot leads he would quit his job and go be a real estate agent. And thats all I needed to hear. If market leader record their calls, then they can go back and hear it from the mouth of their own people.
  
  
  I want my money refunded ASAP.
  
  

  Doesnt matter how many satisfied customers Marketleader claim to have. I am not satisfied and I went on ****** and found plethora of people like me. Some got their money back and others are talking to media and blogs about how they got nothing in return on investment.
  
  
  I tried to follow market leader protocol not reaching out to the client and nurturing them slowly however, how am I suppose to convert leads if Im not reach out to them?
  
  
  I have to wait for months and months? This means that they are cold leads to begin with.  None of the 5 leads they claim they sent me have responded to me in any shape or form. And they said I can return leads but they have 25 steps on how to do so , its a complicated procedure.
  
  
  Marketleader emailed me Account change request form when I said I want a refund. Why such a form exists in the first place? Is this form a scam as well? Just a tool to hush the customer.
  
  
  Im absolutely dissatisfied with the product and the leads I would like out of the contract and I want my money refunded. I dont wish to speak to anyone that cannot get my request fulfilled. 

   

  Sincerely,
  
  Hanine Jaraiseh

  Business Response

  Date: 09/26/2022

  Customer purchased ******************************************* on August 23rd, 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 9 Leads Direct leads per month in and around ******** **. Customer was not "lured" into prepaying, customer accepted the initial quote and confirmed desire to prepay for the initial six-months of service, see attachment. 

  Customer is eligible to cancel ******************** effective February 28th, 2023. Customer should respond to the email on September 20th from C***y W*****.

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18018376
  
  I am rejecting this response because:

  
  

  Sorry for late reply. I got hit by Hurricane *** the roof is leaking at my place that scared me off and had no power nor internet. I really need my money back that I could be using for shelter and food while my place is getting fixed. 

  
  

  I don't wish to work with J*** (account manager) anymore, but I need to speak to the *** of the company, or whomever can get me a refund, because I don't care about any company policy whatsoever! Also, what the heck is meant by "most" of the company's policy? I am not most, and I have no interest in being most of anything, or falling under that umbrella.

  
  

  I don't care if he is my account manager because I am unwilling to work absolutely worthless leads when I have seen for yourself that these leads lead nowhere at all, and that all Marketleader want to do, and have successfully done to others, is string us along so that we can  feel as if we are putting in work but are just not getting results because leads are just not interested, so that 6 months can pass by, with nothing to show for it, and that I can happily sign another new contract with Marketleader because I'm now blaming yourself solely, not the worthless leads that they have provided, for not being able to get results, all the while my money is going down the toilet while I remain optimistic about future results. That's the position they want me to be in, and I absolutely do not care to be in that position because I'm no fool. I refuse to be trapped in an infinite loop where I remain hopeful while they are providing me with NOTHING  because only they would benefit from that, as they have already.

  
  

  Also, they didn't state that the 6 month contract was unrefundable when I first paid for it.

  
  

  Maybe in their sick mind it makes sense to keep paying for a service that will lead to nowhere, but it most certainly does not for me. 

  
  

  What about the cancellation form??!  If a refund does not exist then why the heck does it exist?! It  does not matter what my reason is for wanting a refund. If I'm dissatisfied, and are no longer using, or wish to use, their supposed service, I have a right to a refund! 

  
  

  I also went on social media platform last week and try to comment on their posts but they blocking all public comments from their social media. Why? because they don't want anyone exposing them. There is no other reason to block all comments from the public/consumer on their socials if they had nothing to hide. They want to happily keep luring more realtors every single day.

  
  

  Sorry for late reply. I got hit by Hurricane *** there was a roof leaking at my place that scared me off and had no power nor internet. I really need my money back that I could be using for shelter and food while my place is getting fixed. 

  
  

  I want my refund ASAP or,  as soon as my city is healed from this hurricane disaster, I'm going to go speak to media outletS. They will be happy to hear my story if Marketleader is as big/successful as they claim to be. This company is a scam. The website or CRM and training they said they provided is NOT what I  paid for. I paid for leads (people who are ready to buy and sell homes) and I didn't get that. Last time I spoke to Marketleader on the phone to my assigned case manager (J****) he confessed in his own words "if the leads were ready to buy and sell,  I'll quit my job and go be a realtor". If their calls are recorded they should go back and hear the 50 minutes conversation.

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

  Business Response

  Date: 10/12/2022

  Market Leaders's Vice President will be contacting the former customer via email for full resolution.

  Customer Answer

  Date: 10/27/2022

  Marketleader is taking advantage and wasting real estate agent time. They were mad when I figure them out quicker than most agents. I was on the phone with one of marketleader manager and they confessed that if the leads we provide were legit and ready to buy, I will quit my job and go be a realtor. What more of a testimony do we need than this one out of the mouth of their own sales people?? 
  If Marketleader record their calls, they can go back to my conversation and hear their salesperson/case manager with their own ears. I just like my money back and for BBB to do whats in their power to help me get my money back and stop this company from tricking real estate agents and selling them NOTHING.
  
  Thank you,
  
  
  ********************;
  

  
  

  Business Response

  Date: 11/04/2022

  The account has been resolved; Market Leader canceled services and refunded the pre-pay amount via the credit card dispute. Market Leader provided the industry leading services that ******* real estate professionals use to grow their business.

  The leads business is tricky and hard to please everyone but we will continue to work to improve.  As a side note, 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 Zillow, Realtor, Homes.com and others.  But, that is not to say, it is not for everyone and like most leads businesses, there are some unhappy customers. 

  
  We wish the real estate professional the best of luck, take care.

• Initial Complaint

  Date:09/12/2022

  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.

  So I signed up with Market Leader in July of 2022. I watched all the videos recommended to ensure lead conversations. Every lead that came through and provided phone numbers, were not in service. I never received a response from any of the emails sent. Two months into this service and not even one contact from all the leads that came in. I scarified to spend almost $800 assuming that I will get solid leads and nothing! I called a few times to see what else can I do to get in touch with at least one lead and all they kept saying was It takes time. Being a Full time agent, I do not have the time to waste and resources on a company that cannot perform. I decided to use them because they came up as the number one lead generation company. I DONT THINK SO! I called and emailed the manager stating that I want to cancel my contract because I have done EVERYTHING to engage with the lead and did not get any results. Seems to me this is all FAKE leads. The manager sent me an email stating that he can continue my remaining months at the discounted rate, but then got charged over $900. I spent a total of $2477 and not even one lead or closing!!! This goes to show that Market Leader is not a company of their word. I also contacted my mls and they told me that the agreement for Market Leader to use my IDX to run the website is no longer valid as I am no longer with my previous brokerage. Since My mls is not working, I received a few notifications stating that leads are browsing my site. When I went into the website and typed a couple of different towns, an Opps message pops up as no one can browse the site. That goes to show that they are a scam! I want my money back and my contract Cancelled!

  Business Response

  Date: 09/14/2022

  Customer purchased ******************************************* on June 24th, 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 16 Leads Direct leads per month in and around ************* **, ******* **, ********* **, Montville **, Stewartsville **. Customer received $200 off their first two months for the lead subscription service. 
  
  Lead subscription services are from consumers who proactively create an account and register on agent's website from Market Leader's search engine marketing on ****** and Bing. Market Leader uses thousands of real estate specific terms and geography specific locations to attract consumers to customer's website. When a consumer clicks on the advertisement, they are driven to a results page on the agent's real estate website. After viewing a second property, the consumer has the option to register and create an account to receive daily/weekly/monthly listing alerts. A consumer who creates an account is a lead, funneled into agents contact management system and is available for the agent to engage using the Market Leader contact management system tools. Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead. 

  In regard to listings not appearing on website (see customer's attachment), **************** *** notified Market Leader on September 9, 2022 that she was not an active member of the *** and instructed Market Leader to remove the *** feed on her website which displays listings on her website. Customer was notified on September 9 & 13, 2022 via email.

  Market Leader provides lead services, customizable websites, marketing automation and contact management tools to *******+ real estate professionals. We appreciate and value the customer and if customer is open, please respond and the ** of Sales & Service will email dates & times to connect. There is a ton of activity on agent website currently happening each day from new leads. I would like to spend one on one time with you to assist and provide resolution. Time will be spent on specific leads, campaigns, emails to engage and identifying when to allow the consumer to shop/be nurtured and when to respond to behavior triggers.
  
  Consumers have viewed 99 homes to date from returning to website from automated listing alerts from daily/weekly listing alerts being sent to all contacts which drives consumers back to the website to stay up to date with homes on the market. Very nice engagement from consumers without follow up by the real estate professional. Initial term accepted by customer is for six months and customer has an outstanding balance for September services. Customer received a request on 8/4 for more information about two homes in *************, 8/3 and 8/2 about homes in ****************. 

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 18017410
  
  I am rejecting this response because: The clients that requested information, I replied but nothing happened from there. There is no type of activity that is leading to setting an appt to see a property, etc. How is it possible that two clients are browsing the site if the *** is not working... this is proof of false ACTIVITY. Also, during the times that I did call to see how we can improve my response rate from clients, the only answer is "it takes time." Time is money and I sacrificed to pay them for deliver and I have not rec' not even one appt to show a property and not even a solid conversation. 

  I did not rec' a copy of the contract. The only thing I signed was the towns that I would like to rec' leads from. Also, why was my card charged $957 when the manager sent me an email stating that Sept's fee will be the same charge as the previous two months? once again, proof that these follow throughs of guarantees are false and misleading.

  I want my money back and I want my contract canceled!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/26/2022

  Customer purchased ******************************************* on June 24th, 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 16 Leads Direct leads per month in and around ************* **, ******* **, ********* **, ********* **, Stewartsville **. Customer received $200 off their first two months for the lead subscription service. 
  

  ************ *** notified Market Leader on September 9, 2022 that she was not an active member of the *** and instructed Market Leader to remove the *** feed on her website which displays listings on her website. Customer was notified on September 9 & 13, 2022 via email with no response.

  Customer was invoiced on July 1, August 1 and September 1 successfully. Customer disputed September 1 charges and account is currently pending the credit card dispute but Market Leader services are still be provided. Market Leader delivered 15 leads in July, 16 leads in August and 7 leads to date in September.

  
  

  Customer Answer

  Date: 09/29/2022

  I do not accept.

  They are refusing to cancel my contract. Leads came through but there was not even ONE communication between myself and a client. I called three times asking for assistance due to me not seeing any results and the only answer I received was it takes time. When I hired Bold Leads back in Feb 2020, they provided 25 leads all through ******** and I got a ****% turn around response compared to market leader. They are a big scam and anyone can just provide phone numbers non working numbers and emails. Just like all the other complaints about the company, I am dealing with the same issue.

  Yes, I am no longer active and I did not respond as I do not want their services anymore. There is nothing that I can do and the cost of a CRM DOES NOT COST over $800!

  I provided an email stating that hat the manager said about the payments for the month of Sept and they still charged my credit card the full amount.

  Also, I also attached a text that I received from them stating that a client is browsing my site how is that possible if the site does not work. In my last response, I provided proof that it did not work. Where is there response to that.

  I am tired of going back and forth CANCEL MY ACCOUNT AND GIVE ME ALL MY MONEY BACK!!! 

  Complaint: 18017410
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/03/2022

  Please attached email from the supervisor. I also attached this to the prior response.

  I want my account closed and I want all my money back.