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:09/08/2022

  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.

  Market Leader promised a type of lead quality that was not received. When I reached out within the time frame to cancel, no cancellation was sent to me. Since no cancellation was sent, I decided to cancel my credit card. When Market Leader attempted to charge me for a service they did not provide, they reached out to me telling me that they will be taking me to collections. They did not have any concern of resolving any issues or questions I had about the service, and continued with threats. I let the account executive know that I do not agree to move forward with this company and the following day they charged my card without my authorization.

  Business Response

  Date: 09/14/2022

  Customer purchased ******************************************* on June 9th, 2022. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six month lead subscription to include a guarantee of 10 Leads Direct leads per month in and around ****** **.
  
  Lead subscription services are from consumers who proactively create an account and register on agent's website from Market Leader's search engine marketing on ****** and Bing. Market Leader uses thousands of real estate specific terms and geography specific locations to attract consumers to customer's website. When a consumer clicks on the advertisement, they are driven to a results page on the agent's real estate website. After viewing a second property, the consumer has the option to register and create an account to receive daily/weekly/monthly listing alerts. A consumer who creates an account is a lead, funneled into agents contact management system and is available for the agent to engage using the Market Leader contact management system tools. Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead. 
  
  Consumers have viewed 203 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. 

  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.
  

• Initial Complaint

  Date:08/31/2022

  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 December of 2021, I got a call from an Account Salesman name ****** from Market Leader and he sold me a CRM and lead program for my Real Estate business. After I resisted several times he asked me to try it for 6 months, in which I was under the assumption that my contract would end at the end of those terms. After June no one followed up with me to ask how did I like the services or ask if I wanted to continue the services, in which I did not . I believed that at the end of my contract, my services would be over. I was not instructed that I had to go into my account and physically cancel it, which I do not see an option for that on my account. This company only touch base with you to continue to sell or keep you on the program. I have cancelled my credit card attached to this service. I did not want any services past June, but they continued to bill me and got a payment for July. I requested over and over to close the account, but the new account manager *********************** stated that my account would not be closed until my August balance was paid or it would continue on. I offered to pay him by phone and he declined to collect payment at that time. He just gave me instruction to go onto my account and I would be directed to pay the balance. I went on to the site to pay and there were no prompts to pay. This company does not have the best interest of the Real Estate agents that invest in their products. They make it hard to cancel your contract and then threaten to send to collections to ruin our credit. If possible I would like to receive my July and August payment because I did not agree to continue with this company.

  Business Response

  Date: 09/07/2022

  Customer purchased ******************************************* on January 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 10 Leads Direct leads per month in and around Southwest *******.
  
  As stated in the accepted Terms & Conditions: 5. Term of Agreement.
  The "Initial Term" shall mean (i) the number of full calendar months in the term as specified in the Web Form beginning on the date on which ML notifies Client that the System is ready for Client's production use ("Production Date"), plus (ii) an additional prorated portion of a calendar month if the Production Date occurs prior to the first day of a calendar month ("Prorated Month"). Upon expiration of the Initial Term, this Agreement will automatically renew on a month-to-month basis (such Initial Term and renewal period, the "Term") until terminated by Client in accordance with Section **** or by ML by delivery of written notice to Client at least thirty days prior to the date of such termination. Except as specified in Section **** below, Client may not terminate this Agreement prior to the expiration of the Initial Term. Following expiration of the Initial Term, ML may increase the fees payable by Client under this Agreement, upon not less than 30-days' written notice.

  Customer was canceled for non-payment of ******************** on August 31, 2022. Customer paid initial six month of service (February - July) and was canceled for non-payment of August 2022 invoice. 

  We with the real estate professional the best of luck and please contact the Vice President of Market Leader if any additional questions or clarity can be offered.

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company representatives are misleading and mischievous. I was told a service would be provided and no service was provided. This is for a lead based referral service. I was told Id be set up immediately with on board service department waited weeks with nothing. Spoke with customer service and then told my account was closed and there would be no charges. My account was charged $99.00 with absolutely no service supplied nor was my account ever started.

  Business Response

  Date: 09/07/2022

  Customer purchased ******************************************* on August 8th, 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 HouseValues leads from *****, *****, ***** and *****. Customer was charged $99 on 8/31/2022 as a set up fee for services. 
  

  Customer was canceled on 9/1/2022 and the Vice President of Market Leader submitted and approved a refund in the amount of $99.00 on September 7, 2022. Refund will be reflected by agent's bank from original form of payment within **** business days. 

  
  

  Customer Answer

  Date: 09/13/2022

   
  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. Once credit is received I will be happy to no longer pursue this complaint.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/31/2022

  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.

  Salesperson called re: guaranteed leads for sale for real estate buyers and sellers. I took extensive notes, as I've found most of these services to be essentially scams. After in-depth discussion regarding a product where five "vetted, quality, guaranteed" leads, per my notes, would be fed to me per month in a certain city, I agreed to give it a try. He indicated a six month contract was required. Blew through the process and signed up. In reading the contract in-depth, I noticed a very specific line. "CLIENT ACKNOWLEDGES THAT (i) ML CANNOT GUARANTEE THE NUMBER OR QUALITY OF LEADS, PROSPECTS OR RESULTS GENERATED THROUGH THE SYSTEM..." This sounds precisely the opposite of what I was told I was buying. I then found a lot of online reviews with people warning of this company and its fraudulent claims. I decided to go ahead and try to terminate, as I had only been under contract for a few hours. I knew I might not get out of it even at that. However, in their own contract the termination procedures are bunk. The "form" you must fill out and mail in, then wait for them to mail something back to you that you then have to return to them again, goes to an empty web page "no page found." So, there is legitimately no way to terminate using the method they state even if you wanted to. And if you did figure it out, they make sure to make the process take so much time that you've blown through another few hundred dollars waiting for all the paperwork to get done when they could just terminate your obligation via email. They're intentionally milking more money by making the process difficult. But, for now... there's no legit way to even cancel. I'm filing this complaint so that maybe, just maybe, someone won't get into the same predicament. I've already had to cancel my credit card and will have to fight collections later I'm sure.

  Business Response

  Date: 09/07/2022

  Customer purchased ******************************************* on August 30th, 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 is not IDX approved which 1) enables MLS listings to be displayed on agent website and 2) eligible to receive leads. All agents must be approved from their MLS to display listings on their Market Leader website (vendor of the **** which then activates advertising to generate consumers becoming leads. Again, agent has not completed the onboarding process. Market Leader has ******* agents using their software (CRM and Marketing Center) and lead subscriptions. 
  
  When the agent becomes eligible to receive leads: 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. 
  
  

  Please complete the onboarding process, Market Leader's support team can assist in helping you become IDX approved by your MLS.

• Initial Complaint

  Date:08/29/2022

  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.

  Market Leader in exchange for a monthly fee of $749.00 promised to provide me with REAL buyer leads looking to purchase homes in ************. They promised that they provided quality leads. I signed up with then in **** of 2022 and received several fake email addresses of people who were said to be a realestate lead. I reached out to them and they said well **** is free so dont worry about it and you need to have several fake emails before we do anything about it. To date, I have never been able to reach any leads by telephone except one person and they said they were not aware that they had even signed up on the website. Leads are provided only in email addresses no phone numbers so I am charged 749 a month for email addresses that are not valid nor responsive. They also use the *** system that ***** supplies to them. I now want to cancel my subscription because I do not want to pay $749 a month for 6 months for emails that do not work, nor respond. They claim to be a lead source but the leads are not real. I understand I may need to pay 2 months worth of the subscription to cancel and am willing to do so but they say you have to fill out a form by the 25th of the month in order to cancel the next month. So they are going to bill me for September when I want to cancel before that date. So they wont let me cancel until October, which is not right. If I want to cancel paying for fake leads I should be able to do so. They also have no one to talk to. They sent me a form to fill out with no information on fees to cancel or how the process works. You cant charge $749 a month for email addresses. I pay Zillow monthly and am provided phone numbers and speak to real people. Market Leader promised me real connections with real people and I am not receiving those services I pay for and therefor should be allowed for failure to provide services.

  Business Response

  Date: 09/06/2022

  Customer purchased ******************************************* on June 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 10 Leads Direct leads per month in and around ************ **.
  
  Lead subscription services are from consumers who proactively create an account and register on agent's website from Market Leader's search engine marketing on ****** and Bing. Market Leader uses thousands of real estate specific terms and geography specific locations to attract consumers to customer's website. When a consumer clicks on the advertisement, they are driven to a results page on the agent's real estate website. After viewing a second property, the consumer has the option to register and create an account to receive daily/weekly/monthly listing alerts. A consumer who creates an account is a lead, funneled into agents contact management system and is available for the agent to engage using the Market Leader contact management system tools. Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead. 
  
  Consumers have viewed 126 homes to date from returning to website from automated listing alerts to drive the consumer back to the agent website (eliminating 3rd party portals such as Zillow, etc) to stay up to date with homes on the market. 

  
  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: 09/06/2022

   
  Complaint: 17789914
  
  I am rejecting this response because: I spoke with ****** at Market leader and they are ending my six month term early so September is supposed to be my last month unless the buisiness does not hold up to what they said they would do and bills me in october.  I wont know know until October 1st. No phone numbers are provided, very rare.  You can email customers that sign up but they do not reply ever.  Again-not what was promised.  10 leads, but not vetted.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/24/2022

  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 June 20th, I signed up with Market Leader to receive "10 guaranteed leads per month." I have paid them $607.18 and have received zero leads. The way their program works is a force lead capture. Someone comes to your website and before doing anything or answering any questions at all, they are forced to enter their contact information into a pop-up form. The information they enter on that pop-up form is then sent to you as a "lead." I reached out to all of these contacts and have not received one viable lead. One, was a sales person trying to sell me something, one told me they weren't looking to buy or sell, they had already purchased a home, and one told me they were just browsing to see what the homes in their neighborhood were selling for. The rest of the "leads" did not return my call, text or email. A few even unsubscribed. These visitors to your website are not qualified or vetted in any way, shape or form. In the sales pitch and on the contract it clearly says that Market Leader will provide me with 10 leads per month. Based on that promise, I believe Market Leader is in breach of their contract so I have twice requested a termination of my subscription. They have only received one month payment and set up fee from me and then I locked my credit card so they could not charge me any more. At the end of the one month, they have locked my account so no services were rendered beyond one month. They have threatened to send my "balance" of $2,540 to a collections agency, but ZERO services have been rendered beyond the $607.18 that I've already paid them. A refund would be nice because this was a huge waste of money, but I would be very happy if the billing department would simply cancel my subscription and make no further efforts to contact me or to collect for something the company has not provided. My termination requests (attached) have not received any response from Market Leader.

  Business Response

  Date: 08/29/2022

  Customer purchased ******************************************* on June 20th, 2022. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six month lead subscription to include a guarantee of 10 Leads Direct leads per month in and around ***** **.
  
  Lead subscription services are from consumers who proactively create an account and register on agent's website from Market Leader's search engine marketing on ****** and Bing. Market Leader uses thousands of real estate specific terms and geography specific locations to attract consumers to customer's website. When a consumer clicks on the advertisement, they are driven to a results page on the agent's real estate website. After viewing a second property, the consumer has the option to register and create an account to receive daily/weekly/monthly listing alerts. A consumer who creates an account is a lead, funneled into agents contact management system and is available for the agent to engage using the Market Leader contact management system tools. Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead. 
  
  Consumers have viewed 96 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. 

  Customer has received 7 leads in July and 3 leads to date in August. Currently August invoice is outstanding and account will be canceled for non-payment with no future invoices to take place. Market Leader wishes the real estate professional the best of luck in the future. Take care.

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17761465
  
  I am rejecting this response because Market Leader did not clearly state that the outstanding balance WILL NOT be sent to a third-party collections. Further, I would like to point out that Market Leader confirmed that I did not receive the guaranteed 10 leads for the month of July.

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

  Business Response

  Date: 09/08/2022

  Customer purchased ******************************************* on June 20th, 2022. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six month lead subscription to include a guarantee of 10 Leads Direct leads per month in and around ***** **. Customer was canceled for non payment of ******************** provided on 9/1/2022 and did not fulfil the six month contract subscription.

   

  Market Leader wishes the real estate professional the best of luck. 

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17761465
  
  I am rejecting this response because: I did not receive the guaranteed 10 leads. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/21/2022

  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.

  When I signed up for Market leader services I did not know that I had to keep the service for 6 months. I tried to cancel because they promised me that they would send me leads that were verified. All the leads I have received are not serious leads. They are charging me $549 a month for nothing. They guarrenteed me that make a return on the money that I spend. I don't have that kind of money to spend. I told the sales rep that I was a brand new agent and haven't made any sales. They are going to ruin my credit and my life!!

  Business Response

  Date: 08/26/2022

  Customer purchased ******************************************* on July 19th, 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 **.
  
  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 received 5 leads in July ($0 cost for prorated month) and 11 leads as of August 25th in the month of August.

  Consumers have viewed 55 homes to date from returning to website from automated listing alerts driving the consumer back to the website to stay up to date with homes on the market. 

  If customer is open, please respond and the ** of Sales & Service will email dates & times to connect. There is activity and opportunity occurring 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: 08/26/2022

   
  Complaint: 17748295
  
  I am rejecting this response because: I cannot afford it, I am a new agent, havent sold anything.  My charge cards are full, did not know I would have to keep the service for 6 months. Please just cancel my subscription 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/07/2022

  Customer purchased ******************************************* on July 19th, 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 **.
  
  
  As stated in previous response, please contact the ** of Sales & Service to connect, kerm.*****@marketleader.com.

  There is activity and opportunity occurring 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: 09/13/2022

   
  Complaint: 17748295
  
  I am rejecting this response because: The so called leads are not responding to any e-mails that I send.  I can't afford $549 a month for the 6 months that I did not know that I was signing up for.  I am a new agent, I have not sold any houses at all, I have no money to spend on any leads.  Please let me cancel.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/26/2022

  Customer purchased ******************************************* on July 19th, 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 **.
  
  As stated in previous responses, please contact the ** of Sales & Service to connect, kerm.*****@marketleader.com. The account is not eligible to be canceled in term and 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. There is activity and opportunity occurring on agent website currently happening each day from new leads.

  The customer last logged into their account on September 11th, 2022 and today is September 26th, 2022. Customer received an email on September 15th to call in regard to properties, no call by the real estate professional. Again, please email the ** of Sales & Service for assistance.

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 17748295
  
  I am rejecting this response because:  I cannot afford to pay $549 a month.  I am a single older woman on social security just wanting to make a little extra money to live on, I can't afford to pay for this service.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/20/2022

  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 signed up with Market Leader for a period of 6-months. ************************* verbally told me that in order to share the cost with my lender partner, I needed to pay the full 6-months in advance but would also receive a discount. Instead, without my noticing, they did not bill be in advance, did not provide a discount nor did they share the cost of their service with my partner as promised. Instead they have billed me $729 per month with no discount for 7-months so far and the threat to bill be again September 2nd. They said I have to provide 30-days notice for cancellation although their terms and conditions state that cancellation must be made prior to the 25th day of the month, which is was. Although I was told I would receive a 25% discount *********************, who got involve said the discount is 10% but I didn't get that either. I was supposed to be billed $729 times 6 which equals $4374. I am due a refund of no less than 10% and should receive their promise of 25%.Additionally I am due a refund for August as I was only supposed to be billed for a total of six-months. And, I was told they will bill me again in September!

  Business Response

  Date: 08/26/2022

  Vice President and Customer communicated and fully resolved the issue on August 26, 2022. Market Leader applied the 10% discount as a refund to credit card on file and canceled the agreement effective August 31, 2022 as customer completed initial six month term and month to month thereafter. 

• Initial Complaint

  Date:08/18/2022

  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 a realtor in business for 27 years. I have off and on done business with lead generation companies. Never ever have I felt so deceived than with the company. They promise vetted leads 10 a month, for a fee of 449 per month. As I started getting these so called "verified" leads, it became apparent to me that this was not the case.Phone numbers that were fax numbers or not even in service, multiple attempts to reach out via email resulted in the lead blocking their notifications from me. I attempted to reach out via email and phone call to the sales agent (***************************) on May 18th to discuss the problematic leads, there was no response. I changed brokerages in Mid July and called Market Leader to let them know that I wanted to shut this website down as I was not legally able to promote myself with the previous brokerage due to FREC Law ( ******* Real Estate Commission).I spoke with customer relations and they said that I would have to speak with an Account Manager and they would have them call me. NO PHONE CALL. This put my license in jeopardy. I have been going back and for over 3 weeks telling whoever would listen that I want to cancel this entire thing. They are not giving me any satisfying answers. ***************** who is an account manager is completely unwilling to cancel my contract in lieu my issues. Please understand I did this in good faith and feel totally taken advantage of, lied to, mislead and duped.

  Business Response

  Date: 08/23/2022

  Customer purchased ******************************************* on May 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 10 Leads Direct leads per month in and around ************ Southeast **
  
  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 233 homes to date from returning to website from automated listing alerts.

  
  The VP of Sales & Service will be contacting the customer directing at 12 pm ET on Friday, August 26th.

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17735600
  
  I am rejecting this response because: work off in response to this response they are wrong about the area I work in Southeast *******, I work in *****************. They don't even know my area much less the crappy leads they have sent to me. The phone numbers do not work and are not verified. I have proof of this, the multiple times I have reached out to these leads wasted my time and money on (unverified leads)  of all of the leads I did actually talk to were not looking for homes to buy.  It's a shame that this company professes that they are sending (VERIFIED) leads when they don't even speak to them. The leads are ****** when you call them or don't respond to emails.  Some emails were also not (VERIFIED). I will be waiting for a response or contact. I have seen that they have cancelled other people who had similar issues, I expect the same. They are calling me from there billing department saying that this account will be sent to collections. I don't work well with threats. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 09/06/2022

  As noted on the accepted online agreement by the real estate professional, the customer chose a lead subscription for Southeast *******.
  

  In addition, the customer had very nice lead engagement from Market Leader's technology engaging contacts on behalf of the agent. 275+ homes were viewed from listing alerts driving the consumer back to the agent's website and eliminating the need to go to 3rd party portals such as Zillow, Redfin, etc.

  Customer was canceled for non-payment of ******************** on August 31st, 2022.

• Initial Complaint

  Date:08/05/2022

  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 paid Market Leader $175 back in March 2022 to upgrade to InTouch Pro for a full year (a marketing program with Coldwell Banker) when Coldwell Banker was discontinuing their relationship with Market Leader as of 6/1/22. At that time, Market Leader offered all agents a deeply discounted price of $175 for 1 year, if we committed to stay with them. I was set up with their program already so I wanted to continue. & utilize the PRO features. I was assured I would have 'PRO' level services and not the basic which would be what I would have if I didn't upgrade to Pro & pay $175 by June 1. Sometime in July when I went to do some marketing, I noticed certain features were not available to me. I contacted Market Leader on 7/6 & was transferred repeatedly, no one could answer why having paid for the upgrade I no longer had the features promised. Finally I reached a customer service rep ******* & when I explained I wanted the features or a refund, he said I would be refunded the $175 to give it 5-7 days to post to my account. I've given it more time & no refund has been given & my InTouch account is basic.. It seems everyone's account was downgraded. I called again on August 1, spoke to ********** looked it up & remarked that 'oh sorry, the refund was never processed -- it would be promptly credited to my credit card on file. I still have not received my refund nor do I believe I will be. Please look into this for me.

  Business Response

  Date: 08/08/2022

  The Senior Manager of the ****************** team will be contacting the real estate professional on Monday, August 8th and Tuesday, August 9th with full resolution.