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:08/01/2022

  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.

  To whom it may concern,I signed up for a 6 month commitment with Market Leader for lead generation and a website for marketing. I agreed to the six month commitment on November 11th 2021. The duration of the leads were to continue for certain zip codes specified in the agreement until May 31st 2022. I originally signed up with a sales consultant, ***************************, over the phone. ****** informed me that this was for a 6 month contract. She stated after the 6 month commitment was over, I would be given a call to see how things were going, to re-evaluate zip codes, number of leads I wanted, and if I wanted to continue with the service. She told me I could adjust my package if need be after the 6 months was over or I could discontinue getting leads. It is now August 1st 2022 and I noticed that I am still being charged by Market Leader on my credit card. In fact, I am being charged more monthly than I originally agreed to. I called Market Leader and was directed to the sales department speaking with *****************. He informed me that after the 6 months I am automatically billed month to month for the service. I also need to give a 45 day notice of cancellation before services could be stopped. I was just billed on August 1st, the same day I called. He stated that I couldn't get the charged reversed for August, in fact I was going to be billed for another month for September before the account officially canceled. He offered me $150 off the September bill for the misunderstanding. Really? I am spending $2412 more than I originally signed up for. I was told that I was signing up for a 6 month commitment and had no idea that it would automatically roll over to a month to month charge billed to my credit card. I felt misled by the initial sale and what I was told. I had very little success with the service and was ok with taking a loss on the 6 month commitment. Now, they are telling me I have to eat another $2412 on top of that. I would like $1962 back and future Sept. bill.

  Business Response

  Date: 08/08/2022

  Customer purchased ******************************************* on November 8th, 2021. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six month lead subscription to include a guarantee of 13 Leads Direct leads per month in and around *********** **, Northwest ******* **, ****** ** and 2 HouseValues leads per month in and around *****. After the initial six month term, the subscription moves to month to month with a 30 day cancel notification.

  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 been in contact with the ********************** ****************** team and has adjusted their monthly subscription. 

   

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17653448
  
  I am rejecting this response because:

  I do not dispute that I paid for the 6 month commitment to Market Leader and the services offered. I agreed to use the service for 6 months and the cost associated with the 6 month contract. I am disputing the additional charges after the 6 months was completed. I had minimal success with the service and did not intend to continue usage with this service after my 6 month commitment. It was not communicated to me during my service call when I signed up for the service that I would be automatically renewed month to month at a higher rate after the 6 months. I was told by Market Leader that after the 6 months was over, Market Leader would call me to discuss. At that time, I would have the options to either increase my leads, change zip codes, decrease my leads, or decide not to continue. I was not told about a 30 day cancellation. In fact, when I contacted Market Leader on August 1st after they charged my card again, I was told it was a 45 day cancellation policy. This is also incorrect. I have received contradicting information from the Market Leader staff. I feel that I was misled and have been charged so far an extra 3 months and counting. This is unacceptable and unprofessional! I have used other lead generation services in the past and none of them had a automatic renewal policy. This policy was not visible on my receipt and never was discussed by the sales associate. I would like the additional 3 months of service charged on my card to be refunded and service canceled immediately without additional charges. I can't believe this company is allowed to do business with real estate professionals as they are just money grabbing with automatic renewals. I will not be satisfied until there is a resolution of this matter. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/22/2022

  Please contact ****************** to change and/or cancel your month to month agreement. You may submit a cancel/change notification online via https://success.marketleader.com/change-or-cancelation-request-form.

  Please contact the ****************** team to cancel your agreement. If you desire, you may cancel effective September 1, 2022 per *******************, VP of Sales and Service. After review of your account, you accepted a change order noting a $150 discount off of your September 1, 2022 invoice. If you want to fully cancel, please contact ****************** per ********************

  HOWEVER, you have some great activity happening with over ***** contacts in your Market Leader CRM. CMA requests, requests for information about a property as well as hundreds of homes viewed/saved. I would love to connect to help you! If you wish, please email me directly at kerm.*****@marketleader.com and let's arrange time to dive into your CRM. 

   

  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.

   

  **** Client Termination Procedure. If termination is permitted by this Agreement, Client may terminate by giving notice on or before the 25th day of the then current month (in the manner set forth below or as modified in written notice from ML), and signing and returning the cancellation confirmation provided by ML on or before the 25th day of the then current month, in which case termination will become effective on the last day of the next calendar month. To terminate Market Leader Professional Client must submit a cancelation request form for review. Click the cancelation request form and/or submit request https://success.marketleader.com/cancelation-request-form.

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17653448
  
  I am rejecting this response because:

  The subscription should be canceled for September as I called and submitted cancellation on August 1st. There is a 30 day cancellation window that I have met. If I am charged for September, I will be disputing that charge. That being said, I still require my money back from the months past my initial 6 month agreement. I was never told about this magical renewal of my subscription if not canceled before my 6 month agreement ran out. I was told conflicting information by the Market Leader Sales Team and feel that I have been taken advantage of. I understand the number of leads that I was getting but to be honest, the only strong lead I had, I closed. That transaction didn't even break me even for the money spent on the 6 month agreement from Market Leader. Most of the leads of just using my site to look and properties on the internet. I have/had no intention of continuing my agreement past the 6 months I agreed to. I was told the service would be available to me for 6 months. After this period, I would lose access to the *** and leads if I did not wish to continue. I was never told that this would auto-renew and cost me much more than I already paid. This is unacceptable and very unprofessional! Market Leader is doing nothing but money grabbing and taking advantage of agents by providing low quality leads at a premium price. I wanted to try this for 6 month knowing that it was expensive but never though I would be getting ripped off by auto renewing my membership at a higher monthly price even. I am very disappointed and will definitely by letting everyone in the industry that I know about the company.  Please refund any money charged past the initial 6 month commitment and I will be satisfied.

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

  Business Response

  Date: 01/31/2024

  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.
  
   
  
  **** Client Termination Procedure. If termination is permitted by this Agreement, Client may terminate by giving notice on or before the 25th day of the then current month (in the manner set forth below or as modified in written notice from ML), and signing and returning the cancellation confirmation provided by ML on or before the 25th day of the then current month, in which case termination will become effective on the last day of the next calendar month. To terminate Market Leader Professional Client must submit a cancelation request form for review. Click the cancelation request form and/or submit request ***************************************************************.