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:10/05/2024

  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 entered into an agreement, not sure about contract with this service in 2021. I pay them through my bank account not a card which is the problem. $552 a month and I never received one viable lead. I called them in December of 2023 to cancel the service. Instead of doing so they noted I was unhappy and supposedly had someone call me, which I never received the call in January 2024. So they just continued to withdraw the money from my account month to month. Recently, I clicked on a few weeds to give them one more shot and it was just as terrible as its always been. I called to cancel payment but yet again, they are telling me that I cant cancel until the end of November, and even after that, I have to sign email documents from them, they continuously put ************* the way in order to have the client forget or continue to be charged . I want it canceled . No manager gets put in the phone, you get transfered from one associate to the other and they seem to work with one another to work against the client with a bunch of smug and condescending remarks.

  Business Response

  Date: 10/16/2024

  Market Leader completed multiple outreaches in January to assist with finalizing the cancellation, and the customer was sent an email in January explaining that the account needed final actions taken in order to cancel this account. This customer called ********************** on October 4, 2024 requesting to cancel. Per the market leader terms and conditions, there is a notice period. The customer has had access and has been using the *** for the past eight months. This customer is eligible for cancellation effective November 30th, 2024.

  Customer Answer

  Date: 10/16/2024

  I canceled this in December of 2023! I told them I did not want to wait until someone would call me, so they said they would still have someone call me to follow up but cancel would cancel in December. Regardless of any follow up calls afterwards in January I had called and canceled. I didn't use or open their service up for months. Sometime in August when I realized they were still charging me, I opened it up through their emails and tried a few emails, to no surprise they were still phony leads. People whom own businesses trying to sell me services. I again called them and they passed me from one smug agent to another without helping me. I didn't even ask for a refund at that point from December of 2023, just wanted it canceled on about October 3rd. I was told I would have to let them investigate the matter, and that if i wanted to cancel, I would have to do so by signing an documents via  that they would prepare at some point and still have to pay another month in November. I will not go along with this protocol. It's just a way for them to further bill and charge people, stealing money directly from bank accounts because its not a credit card you can just cancel. If i asked to cancel in December of 2023, and they still didn't in august 2024, what else does one do? I canceled twice over the phone and they didn't take that as an answer. At this point I am currently opening the emails and saving the data to take further action. I believe I'm allowed to open it being I paid for each month it was sent. I wanted this canceled on October 3rd and to part ways. At this point what they are telling you is a lie. They wouldn't cancel me as they said in November without the emailed docs and a follow up call again from an employee there. I'm not interested in playing the games with them any longer.  I entered into this agreement sometime in 2021, how long can someone just keep taking money from a client while the clients consistently trying to cancel.  ************ is a fraud and I'm going to start a class action law suit next against them next. The fact that they continue to  make false statements and give me a further run around through you is truly insulting. Not only do I want to cancel but I now for the 1st time through this process am going to request I be paid back from December 2023 to  October 2024.  I have never ever complained about a service regardless of how bad it was until now. 
  Complaint: 22384201
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/24/2024

  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.

  I have tried to cancel several times due to not legit leads, most of the names and numbers are fake. The person has never heard of the person I am calling and asking to. They have since put my account on hold after i have attempted to cancel. I only have 17 leads for 1 month was guaranteed at least 30, meanwhile I do not have access to my account, they are still billing me and have now threatened to turn me into collections. DO NOT USE MARKET LEADER They are frauds and do not care about the individual person and just want to steal your hard earned money.

  Business Response

  Date: 10/11/2024

  This customer purchased a six month subscription with a subscription start date of August 1, 2024 and is not eligible for cancellation until after January 1, 2024. Market Leader's Account Management team has tried to work with this customer multiple times to assist with finalizing payment and closing the account. The customer did not have access to their account due to outstanding unpaid balances. This customer currently has an open payment arrangement scheduled for October 15th, and once that payment is complete, Market Leader will assist customer with cancellation resolution.

• Initial Complaint

  Date:09/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a 6-month contract that would renew by me on a month-to-month basis thereafter. The leads were terrible. I have not had one successful sale from the company over the course of 6 months after paying out over $600 per month not less than even one legitimate lead. Some of prospects had disconnected phone numbers, incorrect email addresses, and names that didnt match up with the tax records. I have never had so many people put STOP in the text. It was a total waste of my time every day doing the follow up on that website. Market Leader, in my opinion, is fraudulent and ************* you can see, I placed my order with ****** ******* on March 13th to start on April 1st 2024 for a 6 month period. On August 17th ****** ****** reached out to sell me additional leads to which I replied that my contract was up September 1st and to please confirm. I had no response from him. I then reached out to ****** on September 4th to confirm that my 6 months was up as of October 1st. He confirmed that September would be my last month.With the current disruption in our industry, I cant afford to throw $624.14 into the wind every month and I am counting on *** to stop them from automatically taking those funds out of my account. Please and thank you for your immediate help on this matter.

  Business Response

  Date: 09/24/2024

  Our terms and conditions explain the cancellation process and how to contact the teams that handle cancellation requests. This customer formally reached out to support to cancel the account on September 5, 2024 and Market Leader's ****************** team has noted this account to follow up with the customer's cancellation for the end of October. Per the terms and conditions, Market Leader requires submission of the cancellation/change request form as written documentation 30 days in advance of cancellation date.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22288134
  
  I am rejecting this response because: I signed up for 6 months and no longer.  ****** Demerary, sales **** stated that after 6 months it would be month to month and totally my choice.  I have not had one sale from all this money that I have spent. I am not spending another ***** on this terrible company. I sent the contract in the original documents.  I can't imagine why any outstanding company would bind anyone to something that they don't want to be bound to.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/05/2024

  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 had called back in May and canceled my subscription for the leg generation and told him I was very pleased with Service and make sure that my contract did not renew in August and I also sent them an email. I called them today and asked them to please refund me my money and cancel my account. They transferred me to a guy named ***** who asked me for my email address and said he was sending the cancellation contract over for me to sign it and as soon as I got it, I signed it and then he hung up and he never called me back. I feel tricked I feel, got me to sign this final contract to pay them that $189 for September which they need to refund me back. Please see the email attached that I sent to them in April and the heading it says please cancel at the end of my contract

  Business Response

  Date: 09/22/2024

  Per the terms and conditions, Market Leader requires submission of the cancellation/change request as written documentation 30 days in advance of cancellation date. Customer submitted a cancellation request successfully on September 5, 2024 and Market Leader's ****************** team cancelled the account effective September 30, 2024.

• Initial Complaint

  Date:08/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a monthly payment of around 500$ a month for 5 home valuations. I was promise quality leads that would lead to a transaction and so far i have receive leads that dont want to have a transaction and just want to find out how much their home is worth. I been in contract with them for 5 months and i havent done a single transaction from what they promise me over the phone. I like to cancel to contract with them but they wont let me even tho they arent providing the quality leads that were promise prior to signing the contract. I like for the contract to be done and for some money to be refund at least for the damages and lost of money and time i have inquire do to this.

  Business Response

  Date: 08/25/2024

  This customer's accoung is eligible for cancellation after September 1, 2024. This customer currently has an open cancellation request that Market Leader's ****************** team is following up on to assist with finalizing cancellation request in September.

  This customer has received discounts off their May and June invoices, and is eligible for an account review for their account in September. This customer was also offered the option to switch to another program in July, and did not respond with accepting that offer.

  Customer Answer

  Date: 08/27/2024

  
  Complaint: 22115442
  
  I am rejecting this response because:I tried to cancel the contract but they won't allow me to do so until the day they provided. I have told them their leads are not good leads like they promise and it's not generating me any income. I like to end this and cancel now. I do not wish to pay for the last month that they claim. 
  
  Sincerely,
  
  ********** *****

  Business Response

  Date: 09/17/2024

  The contract was not eligible for cancellation until after September 1, ********************************** the term, but was able to connect with Market Leader's ****************** team and cancelled the account on September 3rd, 2024. This account will be cancelled effective September 30, 2024. 

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22115442
  
  I am rejecting this response because:
  For the 6 months i been paying for a service where i was promised good or legitimate leads of actual sellers that are in the market actively looking to sell their homes.. in exchange i was given people who just want to know what their house is worth out of curiosity and not looking to sell anytime soon. I feel like i been ripped off and i could put all the money and time i paid into a different lead generator website that actually brings results of real in the market buyers or sellers looking to transact in the next month to 5.. i lost money and time from this fake business and i like my money back.
  Sincerely,
  
  ********** *****

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22115442
  
  I am rejecting this response because:
  For the 6 months i been paying for a service where i was promised good or legitimate leads of actual sellers that are in the market actively looking to sell their homes.. in exchange i was given people who just want to know what their house is worth out of curiosity and not looking to sell anytime soon. I feel like i been ripped off and i could put all the money and time i paid into a different lead generator website that actually brings results of real in the market buyers or sellers looking to transact in the next month to 5.. i lost money and time from this fake business and i like my money back.
  Sincerely,
  
  ********** *****

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22115442
  
  I am rejecting this response because:
  For the 6 months i been paying for a service where i was promised good or legitimate leads of actual sellers that are in the market actively looking to sell their homes.. in exchange i was given people who just want to know what their house is worth out of curiosity and not looking to sell anytime soon. I feel like i been ripped off and i could put all the money and time i paid into a different lead generator website that actually brings results of real in the market buyers or sellers looking to transact in the next month to 5.. i lost money and time from this fake business and i like my money back.
  Sincerely,
  
  ********** *****

  Business Response

  Date: 10/16/2024

  Customer's account was cancelled effective September 30, 2024.

• Initial Complaint

  Date:08/07/2024

  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.

  We signed up with market leader for verified leads in the local real estate market. We had issues with set up getting the correct domain up which delayed set up. The account was not set up yet with IDX on their end when they started sending us junk leads from bargain buyer who were not requesting even real estate services. The sales associates said their was a garentee on the leads and said we would be credited back each month if we did not recieve the specified amount of leads (30). I was also told we were recieving a 4th of July special were the set up was waived and our first month was $99 for 30 leads. We recieved 12 junk unqualified leads, we were supposed to get 30 leads. I called in to customer service and was told the information the sales person had promised was incorrect and the money back garentee was for a total of 6 months. I was also told they would not credit back the month or start fresh on the second month once our account was set up with IDX. I also was told the prce is $489 a month which is $89 more a month than what I was supposed to get charged ($400). At this point I tried to cancel service and was told I can not cancel the service and that I would be sent to billing/collections if I dispute the charges on my credit card. This is really bad business first to give us incorrect information to get us to sign up (we were lied to), then to give us unqualified leads from bargain buyer when I was paying for qualified leads for people who need a local real estate agents. I would like to cancel this service as we did not recieve what we signed up for. I requested the contract he said we signed, but he never sent it. All I remember is I put in my credit card information and no one explained it was on a contract or the garentee only applies to a 6 month period, or that they would start our account going with leads prior to set up or that they would start sending junk leads we have to pay for. This is a SCAM!!!!

  Business Response

  Date: 08/19/2024

  This customer signed up on July 8, 2024 and requested their domain change and a password change on July 9th. This was resolved by 10am on July 10, 2024, which was confirmed by the customer via phone. The customer did not respond to us with IDX paperwork until 8/1 despite receiving multiple attempts from Market Leader team members in the month of July to help them complete their paperwork, which is what caused the delay for the full account set up. When customers sign up with a ********************** package, all subscription information is outlined including a breakdown of the charges, the date of the subscription start date, and the subscription term, which is a six month contract at Market Leader. The customer was also sent another copy of this from Market Leader's ****************** team on August 7, 2024.

  This customer is not currently eligible for a refund but they will be eligible for an account review of their leads at the end of their six month term, which will be after January 1, 2025. If customer is willing, we are happy to set up a call with Market Leader's Customer Success team to help walk the customer through any questions they have and explain how our program works.

• Initial Complaint

  Date:08/01/2024

  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.

  My name is *********************************, and I am a Houston-based Realtor and owner of ***** Realty. In the month of June 2024, I reached out to Market Leader, a company that sells real estate leads, and I was then contacted by a sales representative for the company, *****************************. ******** and I had several conversations in the month of June 2024, where she informed me that if I signed up for Market Leaders services, I would be receiving contact information for screened, qualified leads that are interested in buying or selling real estate. ******** informed me that if I signed up for their services, I would need to commit to a 6-month contract. I specified to her that I did not want to receive leads that were looking to rent as rental clients are not part of my business model. Because she ensured me that I would receive qualified leads for buyers and sellers, I felt confident to move forward with their services.On June 20, 2024, I signed up for their services, and they charged me $99.00. I slowly started receiving leads that provided their contact information (emails and phone numbers), and every single lead I reached out to either didnt answer or was only looking to rent a home. On June *******, I called *****************************, to inform her of these leads not being the type of qualified, screen leads she told me I would be receiving before signing up with Market Leader. She did not answer so I left her a voicemail, voicing my concerns and dissatisfaction with the leads they were providing. I informed her that the leads they had sent me were looking only to lease homes and that those were not the type of leads she said I would be receiving. She then emailed me on June 28, 2024, a response offering no solutions to my problem. I responded to her email on July 1, 2024, requesting that we no longer receive leads looking for rentals. ******** never replied to that email. Further details are in the attment labeles "Market Leader Complaint."

  Business Response

  Date: 08/11/2024

  The sales *** that the customer reached out to was unfortunately out of the office unexpectedly. However, the customer also had ********************** support contact information, as this customer had already completed a call with our *************************** team on June 26th. Further, the sales *** emailed our support team after the customer reached out, and **********************'s support team tried to reach out to assist the customer.
  
  This customer is not eligible for cancellation until after December 1, 2024, but Market Leader's Support team can reach out to assist customer with understanding how our lead program works. If customer is willing, please provide multiple dates and time for availability for the team to reach out to specifically, otherwise we will reach out during our normal business hours.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22078653
  
  I am rejecting this response because:

  The business is not addressing the main issue - which is that the sales *** overpromised on the kind of leads that Market leader would deliver. She told us that the leads would be for qualified buyers and sellers, and these are not the leads we are receiving. The leads provided are looking for rental properties, and I specified to the sales *** that before I signed up, that I do not do rentals. She assured me that not only would the leads be qualified buyers and sellers, but that the leads would be screened by Market Leader. It has been clear from the communication we've had with the provided leads, that they have never spoken to anyone at Market Leader prior to us reaching out to them - meaning that these leads are not being screened. 

  This business is simply not providing the services they informed me that they would. Thus, they are not completing their side of the agreement. As a result, I want my subscription to be cancelled. 

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

  Business Response

  Date: 08/26/2024

  This customer was not only given thoroughly correct expectations by her sales **** this customer and her daughter both attended a go live call with Market Leader's Customer Success team to further understand the system, how our leads work, and how to manage their subscription. Their sales *** went above and beyond to work with the support team to assist, but the customer did not respond to outreaches from the Support team. This customer will be cancelled effective August 31, 2024.

• Initial Complaint

  Date:07/29/2024

  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 a lead generation service with the expectation that leads would be driven from various online sources to a dedicated website. However, the leads I received were exclusively from ********* Despite multiple attempts to connect with these 100 leads, I was unable to establish any contact.Following my complaint, the company transitioned me to website-generated leads, but these leads lacked phone numbers. Additionally, their system appears to share leads among multiple users, contrary to their stated policy. Many individuals I contacted either denied signing up or indicated that the number provided was incorrect.Upon further investigation, I discovered numerous complaints about the company's services, including allegations of fraudulent practices. The company does not facilitate direct reviews on their platform, likely due to negative feedback. When I attempted to cancel the service, my request was refused. It seems that the company's resources are primarily allocated towards retaining clients through account managers rather than generating high-quality leads.

  Business Response

  Date: 08/08/2024

  This customer's account was cancelled effective July 31, 2024.

• Initial Complaint

  Date:07/25/2024

  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.

  Company is not wanting to release me from a contract despite not getting what was promised. They also DID NOT send me a copy of whatever I signed so I don't know what recourse I have.

  Business Response

  Date: 08/02/2024

  Customer signed up for ******************************************* on June 3rd, 2024 for Customer chose a six-month lead subscription to include a guarantee of?5 HouseValues leads per month in and around *****, *****, *****, ***** with a subscription start date of July 1, 2024. 
  
  This customer is currently in their second month of their contract term and is eligible to cancel after December 1, 2024. Customers are emailed a copy of their terms and conditions after they have been signed, and Market Leader Support will send over an additional copy to assist this customer. 

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 22046517
  
  I am rejecting this response because:

   

  They have not supplied any documents nor did they EVER. Additionally I have not received what they promised with the service.  There are numerous complaints online of others who have suffered and called them scam and I have also submitted a fraud claim on the US.gov site.  
  

  If a company fails to do what you are paying them for you should be released from any additional charges.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/15/2024

  Market Leader's ****************** team emailed over another copy of the customer's contract on August 15, 2024. **********************'s ****************** team is willing to call the customer and resolve any concerns the customer has. If customer is willing, please send over multiple dates and times of availability for the team to reach out and assist with resolution.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22046517
  
  I am rejecting this response because: they refuse to realize that their service has not performed . I am requesting to be released from a contract which not until tonight (8-15 at 6:04 pm ) did I ever receive a copy of such contract- all 31 pages!  I will only accept being released from the contract due to non performance.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/26/2024

  All customers receive a copy of their signed contract once they have finished signing. This customer was also sent their contract again. Market Leader's ****************** tried to call this customer to confirm what this customer was expecting and to help with coaching on our lead program, but customer refused to listen and acknowledge what the team was coaching. This customer will be cancelled effective August 31, 2024.

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22046517
  
  I am rejecting this response because: I NEVER received a copy of the contract at signing and wasn't until August 15th that I received a copy of what I signed in June.  And they're only conversation was we're NOT letting you out of it regardless if you received results.  There is a difference between just a name and a lead that produces business.  I have filed a dispute with my credit card company and a fraud claim with the government.  I want them to release me from the contract with NO ADDITIONAL FEES OR CHARGES.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/23/2024

  This customer was cancelled due to non payment on September 30, 2024. The customer was sent a copy of the contract after signing the agreement and was sent additional copies from Market Leader's Support Team as well.
  

  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 Answer

  Date: 10/23/2024

   
  Complaint: 22046517
  
  I am rejecting this response because:

  As the stated "  Market Leader guarantees the number of leads associated with the subscription" ---  well there weren't "leads" therefore due to non performance I didn't continue.

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

• Initial Complaint

  Date:07/15/2024

  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 21 2024, I called Market Leader to discuss setting up a leads account. I spoke with *********************, an Account Executive at **************, *************************************** BEFORE agreeing to their service I confirmed with ***** that EVERY lead provided would have a FULL profile with a NAME, PHONE #, EMAIL, and PHYSICAL ADDRESS. He assured me this would be the case. I also told him I only wanted LISTING leads and not BUYER leads. Again, ***** assured me I would only receive LISTING leads (Home Sellers looking to sell their home) as part of my paid service. ***** also said there may be some buyer leads received that I wouldn't have to pay for. I was promised that Market Leader would build my site and lead generation page, as part of my paid service as well. Upon checking the lead generation page they built, it was NOT build to attract LISTING leads, as they had promised, but rather was built to attract BUYER leads. This was the first misrepresentation made by Market Leader. I had to contact them to have them change the lead generation page, which they did. On June 25, the first lead was received and it did have a NAME, PHONE #, EMAIL, and PHYSICAL ADDRESS although they were entirely unresponsive. However, on July 1, the second lead received had a disconnected PHONE # "************". On July 2 I received a "***************" lead with a disconnected number. Overall, ONLY 50% of the leads have had PHONE #s. A working phone number is THE most critical data of a lead. I never would have signed up with Market Leader had I known I would not be receiving only listing leads with working phone #s. I contacted Market Leader to cancel my agreement, based on the aforementioned misrepresentations, and they have refused to do so and told me they would send me to collections if I didn't pay monthly for 6 months. I will NOT continue paying monthly for a product that is NOT what was promised. It is FRAUD to **** people into contracts, breach them, and then not allow them to cancel.

  Business Response

  Date: 07/24/2024

  **** customer originally signed up for a lead package that came with a mixture of listing and buyer leads after having an extensive conversation with his sales rep. **** customer was switched to our listing leads program after requesting the change on June 25, 2024. 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 is not eligible for cancellation of the account until after December 1, 2024. **** customer can be assisted with lead coaching and documenting any lead concerns with our lead account review process. If customer is willing, please send over multiple dates and availability, and we can connect you with a Market Leader representative to assist with resolution.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21991999
  
  See original attachments showing proof Market Leader has breached their contract, which they have again provided PROOF, in writing, in their response that they GUARANTEE a working phone number and email! 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. Then, in the very next sentence they say This customer (ME) is not eligible for cancellation of the account until after December 1, 2024. In other words, per the proof I had previously provided, less than 50% of leads I have received have phone numbers at all and the less than 50% of the leads WITH phone numbers have WORKING phone numbers, including one with 111-111-1111. Market leader has FAILED to provide what they, by their OWN admission in writing, promised to provide BEFORE I agreed to this contract. They are nothing but a fraudulent company misleading agents into lengthy EXPENSIVE contracts and then threatening collections if they dont keep paying! Absolutely disgusting and fraudulent way of doing business. You might as well be selling bail bonds! Cancel my contract that is the only response I will accept.

  Business Response

  Date: 08/01/2024

  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. If a contact's information is not working, the customer can return that lead through our Account Review process. Market Leader will have the Support team reach out to this customer to assist with starting this process to help with resolving the customer's concerns.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21991999
  
  I am rejecting this response. This business is not even reading my messages! You guaranteed phone numbers with every lead! You even did so in your BBB response. You failed to provide what you promised. You are a SCAM and if this was worth suing you in small claims I would do so. You don't even have a supervisor reading these BBB complaints. Try READING my responses and actually addressing what I have stated. You GUARANTEED phone numbers. You FAILED to provide phone numbers. YOU BREACHED CONTRACT. Now you hold me hostage in a fraudulent contract. You guys are SCUM! Absolute SCUM.

  CANCEL my contract or all my negative reviews will stand forever. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/15/2024

  The original product that the customer signed up with which was our Network Boost package does include phone numbers to be guaranteed. Our House Values package (which the customer switched to nine days later) guarantees working contact information (email and/or a phone number), and both of these programs are eligible for account reviews after completion of the six month contract term. If the customer would prefer to move back to their original product requested, that can be accommodated. The concerns on this message do not match with what the customer mentioned to the account manager, and we can have Market Leader's ****************** team reach out to assist this customer further if needed. Please provide multiple dates and times of availability, and we can have someone reach out during your preferred time.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 21991999
  
  I am rejecting this response because:

  I cannot believe how much time this has sucked from my life! I explained in my FIRST communication, thatI told the sales *** I spoke to I ONLY wanted LISTING leads and they needed to have GUARANTEED full profiles, NAME, WORKING PHONE, EMAIL, ADDRESS etc. I don't know or care what your "packages" are nor should any customer be required to be versed in your "packages". I told the sales *** what I wanted and he GUARANTEED me ONLY LISTING leads with full profiles, NAME, WORKING PHONE, EMAIL, ADDRESS etc. 9 days later I realized the sales *** did NOT sign me up for what I requested but rather for BUYER leads. THAT is why I changed "packages". Once the leads came in, ALL promises made by sales *** were BROKEN. Less than half of leads had working phone numbers. CANCEL MY ACCOUNT YOU CROOKS! And I demand you do not autorenew my account now or in the future at the end of our s-called "contract" which you have clearly BREACHED. Market Leader is the WORST!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/16/2024

  This customer's account was cancelled effective September 30, 2024 and was not eligible for a refund at the time.