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:06/29/2024

  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.

  Market Leader charges $500 a month to provide 30+ leads a month. When leads are called there is rarely an answer or response. Often people are irritated by the contact. Others clearly sign up with no intent to buy a home, creating emails such as "Just looking". So, although they do provide numerous leads, these leads are of poor quality and do not lead to any clients. Many leads express the feeling of being "harassed" by the many auto-generated responses to their browsing. I have been sent messages of STOP, JUST LOOKING....... all because of the pestering messages that the system sends. Out of 90+ leads I have 1 person seriously looking for a home and needing help (I think), no showings have panned out yet. It is a waste of time and creates a negative view of your name and business due to the pestering nature of their system. They will not work with you, they only threaten if you mention non-payment. The product looks and sounds great, but for realtors, it is nothing more than a scam. Legal recourse for potentially damaging my business name? It's a thought. I have paid $2,000.00 so far, and still owe a $1,000.00 for this nonsense. I want out!!!

  Business Response

  Date: 07/09/2024

  Customer purchased ******************************************* on April 1, 2024 with a subscription date of May 1, 2024. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six month lead subscription to include a lead estimate of 30+ Network Boost leads per month. Lead subscription services are from consumers who proactively provide their contact information for access to MLS listings and are responding to a specific listing for possible more information. Market Leader creates ads specifically designed for the customer on social media platforms, consumers who click on the ad have the option to submit their auto populated contact information from the social media platform. Consumers who submit their contact information for more information about a property and/or opportunity to view all homes on the market become a lead and are routed to the customers contact management system. All consumers who become leads are real people who proactively submitted their contact information from their social medial platform.

  Market Leader's ****************** team tried to assist customer by outlining our company policies and even offering a discount to assist customer with resolution, which they did not accept.

  Customer Answer

  Date: 07/12/2024

  Market Leaders response is basically their sales pitch.  It sounds great, but, it is misleading, stretches the truth and is full of deceitful promises.  
  First, I did not choose a 6-month subscription.  They will not offer anything less.  With all the promises made, this seemed okay.  After living 4 months of the lie/nightmare, it is a hard pill to swallow.  
  To address their claim of pre-screened clients, I must chuckle just a little.  I was told they would go through several steps to verify that leads are actually interested in buying.  But, by prescreened, they meant any ********************* who clicked on my ad.  Leads are asked to give basic information and one typed in the name Just Looking.  This person is considered one of their quality leads.  How well are they prescreening to pass this lead on to me and call them a verified lead?  They also allow leads to respond with STOP, to opt-out.  Well, one of those was also given to me as a lead.  This is clear evidence that screening is a promise, but not an actual practice.  
  Id also like to discuss the 30+ leads a month that are promised.  A few leads ARE real people, but are far from pre-screened potential buyers.  Ive had only a handful answer phone calls.  None have been interested in buying, some have been quite nasty, and most (95%), do not answer or return calls/texts/emails.  I do need to mention that I allowed their platform to sync their information with mine, so leads are recognized by my ******** account.  As the month is coming to an end, and leads are below the goal of 30, new leads miraculously begin coming in.  A lot of these leads show up as People I Might Know on ********.  When I click on their profiles, most have about 10 friends and a handful of posts.  To anyone who uses ******** regularly, it is pretty evident that this is indicative of a fake profile.  But, fake leads allow Market Leader to meet their 30 lead quota for the month and avoid refunding hard working realtors their stolen money.  The fact that I have had exactly 30 leads at times is pretty fishy (In three months 92 leads, hmmmmm).  The fact that some leads have asked me to search for homes, I have complied and they then completely disappear afterward is also fishy.   
  The worst discovery I made was the home ownership of the leads provided.  They provide insights into the leads homes (equity, whether it is free and clear, length since closing).  This sounds great, and in theory should benefit realtors greatly, but the information is fabricated and/or based on someone else's ownership.  Out of my 92 leads, 30 leads gave home addresses.  Of these 30, only five leads actually owned the home at the address given, 13 were not the owners of record, 5 were out-of-state addresses 4 were owned by LLCs and 1 was owned by the city of ************  I could not determine the ownership of two of the homes.  Yet, Market Leader provided equity information, sales date information and even information that some are free and clear, suggesting that this information relates to the leads given when it does not.  The worst was the 3 leads that gave apartments as their place of residence and Market Leader indicated that they had equity.  I checked for possible ownership, but no, the information was incorrect and misleading again.  Once again, leads were not pre-screened and the equity, sales and status information was fabricated or based on someone else.  I used appraisal districts information to cross-check the information given by Market Leader to ensure the most accuracy I could.
  Market Leaders program IS A SCAM.  Other realtors should be warned that they will not receive the promised number of quality leads.   Market Leader should not be allowed to continue their deceptive practices.
  

  
  

  Business Response

  Date: 07/23/2024

  Market Leader's contracts outline that contract terms are for six months at the top of each contract that is signed by customers. A copy of this agreement is also emailed to customers after they have signed. This customer is not eligible for cancellation until their term ends after October 1, 2024. Market Leader's ****************** and Customer Success teams are available to assist this customer with any concerns. If customer is willing, please provide multiple dates and times of availability, and I am happy to have a representative assist this customer with resolution. A member of our team tried to assist this customer with financial hardship by offering a discount, but the customer did not want to accept the offer. This customer is also eligible for an account review of all the leads they have received at the end of their six month term. I have noted this on their account, and we can have a team member reach out to assist with this account review at that time.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21920190
  
  I am rejecting this response because:

  Market Leaders response is echoing previously stated information and DISREGARDS MOST OF THE POINTS I BROUGHT UP in my last correspondence.  I will repeat my concerns that were not addressed. 

  To address their claim of pre-screened clients.  I was told they would go through several steps to verify that leads are actually interested in buying.  But, leads are any ********************* who clicks on my ad. Leads are asked to give basic information and one typed in the name "Just Looking".  This person is considered one of their quality leads.  How well are they prescreening to pass this lead on to me and call them a verified lead?  They also allow leads to respond with STOP, to opt-out.  Several of those are also given to me as leads. This is clear evidence that screening is a promise, but not an actual practice.  As of today, I have received 2 more "quality leads" that have sent the message "STOP" to opt out of the program.  Their constant emails are irritating and make me look bad, by attaching my name.

  
  Id also like to discuss the 30+ leads a month that are promised.  A few leads ARE real people,but are far from pre-screened potential buyers. Ive had only a handful answer phone calls.  None have been interested in buying, some have been quite nasty, and most (95%), do not answer or return calls/texts/emails.  I do need to mention that I allowed their platform to sync their information with mine, so leads are recognized by my ******** account.  As the month is coming to an end, and leads are below the goal of 30, new leads miraculously begin coming in.  A lot of these leads show up as People I Might Know on ********.  When I click on their profiles, most have about 10 friends and a handful of posts. To anyone who uses ******** regularly, it is pretty evident that this is indicative of a fake profile.  But, fake leads allow Market Leader to meet their 30 lead quota for the month and avoid refunding hard working realtors their stolen money.  The fact that I have had exactly 30 leads at times is pretty fishy (In three months 92 leads, hmmmmm).  The fact that some leads have asked me to search for homes, I have complied and they then completely disappear afterward is also fishy.  

  
  The worst discovery I made was the home ownership of the leads provided.  They provide insightsinto the leads homes (equity, whether it is free and clear, length since closing).  This sounds great, and in theory should benefit realtors greatly, but the information is fabricated and/or based on someone else's ownership. Out of my 92 leads, 30 leads gave home addresses.  Of these 30, only five leads actually owned the home at the address given, 13 were not the owners of record.  Of the others, 5 were out-of-state addresses, 4 were owned by LLCs and 1 was owned by the city of ************  I could not determine the ownership of two of the homes.  Yet,Market Leader provided equity information, sales date information and even information that some are free and clear, suggesting that this information relates to the leads given when it does not. The worst was the 3 leads that gave apartments as their place of residence and Market Leader indicated that they had equity.  I checked for possible ownership, but no, the information was incorrect and misleading again. Once again, leads were not pre-screened and the equity, sales and status information was fabricated or based on someone else.  I used appraisal districts information to cross-check the information given by Market Leader to ensure the most accuracy I could.  Since this letter was written the first time, I have received 9 more leads that have addresses to homes that they do not own.  So, 9 more leads with false and misleading information.  This would not be so irritating if it wasn't for the fact that Market Leader promises to use a multi step process to pre-screen "leads".

  Market Leaders program IS A SCAM.  Other realtors should be warned that they will not receive the promised number of quality leads.   Market Leader should not be allowed to continue their deceptive practices.
  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/05/2024

  Two concerns that weren't addressed:  
  1.  They promise 30 prescreened leads of potential buyers every month, or our money back.
  2.  They will provide information concerning home ownership and equity. 
  
  The leads are not legitimately prescreened.  Some leads that have been provided to me "because they reached out to me" have reached out with the word STOP, indicating they want to opt-out.  This is obviously not a prescreened lead, but still counts as one of my quality leads.  Others are linked to ******** profiles that have obviously just been created (3 friends, no posts) which usually indicates spam/scam accounts, and I can't help but conclude that these are also fake leads.  Leads that I have actually communicated with, act strangely have unusual requests and disappear even after I meet all their crazy demands.
  
  The last time I checked on home ownership, I found that out of 30 home addresses given by 30 leads, only five of those leads actually owned the homes listed.  Most were owned by LLC's and one was owned by the city of ************  So all the information given on equity, "free and clear", years owned is false and misleading.  I only found out because I cross-referenced everything  with the Bexar County Appraisal District..  They also gave false information on equity for "leads" that gave apartments as their place of residence. 

  Business Response

  Date: 08/11/2024

  Market Leader does have an account review policy to ensure we are delivering leads to our customers properly. A customer is eligible for this after each six month cycle, and Market Leader's ****************** team can assist this customer with this process. ********************** strives to collect as accurate address data as possible, and will make sure that a lead has proper contact information.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21920190
  
  I am rejecting this response because: 

  Market Leader is still not addressing the complaints that I have brought forward.   They have not explained the false information provided concerning home ownership, and equity.  They are still not addressing the fact that leads are associated with new and apparently scam ******** accounts.  They are not addressing the complaint that they mislead customers when the claim to "prescreen" leads.  There is absolutely no prescreening done.

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

  Business Response

  Date: 08/26/2024

  Lead subscription services are from consumers who proactively provide their contact information for access to MLS listings in and are responding to a specific listing for possible more information. Market Leader creates ads specifically designed for the customer on social media platforms, consumers who click on the ad have the option to submit their auto populated contact information from the social media platform. Consumers who submit their contact information for more information about a property and/or opportunity to view all homes on the market become a lead and are routed to the customers contact management system.

  All consumers who become leads are real people who proactively submitted their contact information from their social medial platform. Please continue to work with Market Leader's ****************** team to further assist with resolution.

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 21920190
  
  I am rejecting this response because: I have already spoken to a member of Market Leader's ****************** team.  All they want me to do is try a different lead-generating platform. Why in the world would I want to give them MORE money?  This is not a resolution.  It is a continuation of their scam and a slap in the face.

  
  By their own explanation for generating the leads they send us, they are proving that they DO NOT PRESCREEN LEADS.  We are promised PRE-SCREENED leads.  We are told the leads will be pre-screened with a multi-step process to ensure QUALITY leads. Their explanation does not describe a similar process.

  
  They still HAVE NOT ADDRESSED THE FICTITIOUS HOMEOWNER INFORMATION THEY GIVE FOR LEADS.  Market leader provides information on home ownership, and equity leads have in their homes.  This sounds great in theory, but when I looked the homes up in the Bexar Appraisal District the information was false.  The homes at the addresses given were owned by other individuals, LLCs and even the city itself.  This was true for over 80% of the addresses given.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/23/2024

  The Network Boost package the Customer agreed to includes exclusive leads generated through social media, a lead capture website with IDX integration, and a CRM with marketing automation that helps follow up, nurtures leads, and grades into categories. Additionally, leads generated through the ********************* are exclusive, meaning the lead belongs to the customer it was generated for and it is not generated for any other Market Leader customer.

  Lead subscription ******************** are from consumers who proactively provide their contact information for access to MLS listings and are responding to a specific listing for possible more information. Market Leader creates ads specifically designed for the customer on social media platforms, consumers who click on the ad have the option to submit their auto populated contact information from the social media platform. Consumers who submit their contact information for more information about a property and/or opportunity to view all homes on the market become a lead and are routed to the customers contact management system.
  

  All consumers who become leads are real people who proactively submitted their contact information from their social media platform.

• Initial Complaint

  Date:06/11/2024

  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.

  In April of 2024, I was pitched a lead generation service in order to procure seller leads exclusively in certain zip codes. I was told the price to generate exclusive sellers leads in four unique zip codes (*****, *****, *****, *****) would be $569 monthly and the initial first month's fee would be $199. While the pricing was accurate, the product was not at all as described. I have been given internet leads with no concierge or support, which is not something I would've been remotely interested in, and I have only spoken to one of these leads on the phone. The product and service is not at all how it's been described and I'm now over $1,337 in (as of June 11, 2024) on a 6-month contract which the company will not allow me to break away from - which is even more bizarre considering my extreme level of dissatisfaction. Furthermore, every one of the multiple representatives I've spoken to have mentioned that the company does not have a way to allow any of their customers to break away from the contract once it's initiated. It just seems like that is highly illegal. If I ordered a cheeseburger, and received it in a way that was different than described, I could return it for a full refund. But this advertising agency that "markets" itself as a lead generation service for realtors can't even allow me to exit a product/service package that I'm extremely unhappy with? At this stage, I've invested so many hours trying to detach from this company that I'm not okay with a mere breaking of the contract, I am seeking a full refund. This company has terrible reviews on ****** and I would not doubt that there are many others who are seeking a refund as well.

  Business Response

  Date: 06/21/2024

  Customer purchased ******************************************* on April 8, 2024. Customer chose a six-month lead subscription to include a guarantee of 13 HouseValues leads per month with the first invoice scheduled for May 1st, 2024.
  
  Market Leader outlines the cancellation policies in our terms and agreements, and a copy of the terms are sent to every customer. This customer is not currently eligible for a refund as they are still in term of their contract. Customer spoke with a member of the Support team and completed a system walk through, and we can have Market Leader's Support and ****************** teams assist with coaching the leads. If Customer is willing, please provide multiple time slots of availability, and we will schedule a call with our teams to help you with the leads and engaging in the ****

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21835727
  
  I am rejecting this response because:
  
  I did not sign up with this company to receive 13 leads per month. The sales process, the deception, every aspect of my dealings with Market Leader has been a complete shock to a businessman like myself who has never struggled to understand terms and conditions.
  

  Not allowing cancellation of a product/service is not only unethical, but considering the complete deception and sales tactics used, its probably illegal as well. Market Leader is scamming people, and need to be exposed. 

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

  Business Response

  Date: 07/05/2024

  Our agreements highlight the product details for customers along with outlining at the top that this is a six month contract. Market Leader's ****************** team has been working with this customer to assist with a resolution.

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21835727
  
  I am rejecting this response because:
  

  This company doesnt offer the product or service advertised. They also claim to allow NO account cancellation, which is indicative of a company wanting to scam people. I will not continue to be charged $569/month for nothing in return. 

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

  Business Response

  Date: 10/16/2024

  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.

• Initial Complaint

  Date:06/10/2024

  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 had Market Leader since 2021 I beleive. I had my own company and retained their service for a website and marketing. I called them on May 23 to let them know that I no longer needed their website or marketing. I told them that the company that I had no longer exsisted and I am no longer accredited through BBB which displayed the BBB logo. They told me I had to give them 30 days notice that I would have to pay for the month of June for them to cancel my account. They are falsely advertising a company that does not exsist and a BBB logo that is not supposed to be used. I told them I was not going to pay them for another month for a service I do not need for a company that does not exsist. They have not closed down the website and sent out newsletters to the people that was in my crm through them with false information since I no longer have Beacon Quest Realty opened and am no longer accredited through BBB. They are totally harassing me now and not closing down the website and displaying the BBB logo.

  Business Response

  Date: 06/19/2024

  After a Market Leader customer's six-month contract has been completed, it will automatically convert to month-to-month. Customer has been in contact with **********************'s ****************** team members since May 23, 2024. During this time, Customer was advised on the cancellation notice requirements stated in Market Leader's Cancellation Policy section of their contract. Market Leader's ****************** team has been following up with the Customer to close out their outstanding balance and finalize cancellation on the account.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21829228
  
  I am rejecting this response because:This company was told on 5/23/24 that the company Beacon Quest Realty does not exist anymore. The BBB logo should not be displayed because I am no longer accredited through the BBB any longer because of company change. Market Leader is still displaying my website of a company that no longer exsit and is sending out information to the people in the database on my website against my wishes, as they were told to stop. If they wanted to send final invoice they should send it, however they choose to false advertise my company that no longer exsist. For the month of June they had no reason to bill me because I no longer have that company anyway. They continue to fasely advertise my information. Keeping a company website that does not existis ridiculous and harmful to me.They should of just invoiced me!
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/05/2024

  Market Leader's ****************** team continued to follow up with this customer and assist them as needed. All terms and conditions state what our cancellation policies are. Customer did not pay their final open invoice, but this account has been closed down.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21829228
  
  I am rejecting this response because: *********** no longer existed past 5/23/24 and the BBB acreditation no longer exsisted past 5/23/24.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/20/2024

  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.

  02/01/24 ******, 03/01`/24 ******, 04/01/24, 05/01/24 ******=2,056 So far. I still have 2 more months of billing before I can cancel.When I made the call to get more details on the services, how it works and so forth. I was told by the representative over then phone that these leads would be screened before they come to me. The service has been bad since day 1. I figure let me give it 2-3 months, but still the same. I kept calling in and they kept making adjustments to my account but nothing ever changed. Most of these leads either have no phone number, bad number etc...It was a different excuse every time. I called last week and spoke with *************************** who indicated he would call me back by end of business. He didn't call that day, the next or the next. I kept calling to figure out what was going on. I had to explain every time and whoever I would get on the phone would say oh"***** is dealing with this". I finally got a call from ***** today. Almost a week later. My request was to just cancel with no fee for the last two months. he than offered to switch me to a ****** plan the beginning of may but said I would have tp do a new 6 months agreement. Essentially It would be paying in monthly payment. I told him "why would I extend when It has been a horrible service" and I was made promises in the beginning that did not happen. These leads are not screened. At this point I not only want to be let out of my contract but I think they should refund my at least part of the service. This service is 100percent bait and switch.

  Business Response

  Date: 05/30/2024

  The customer signed a six month contract with a subscription start date of February 1, 2024. The Network Boost package the Customer agreed to includes exclusive leads generated through social media, a lead capture website with IDX integration, and a CRM with marketing automation that helps follow up, and nurture leads. Additionally, leads generated through the ********************* are exclusive, meaning the lead belongs to the customer it was generated for and it is not generated for any other Market Leader customer.
  
  This customer is eligible for cancellation after July 1, 2024. Please continue to work with Market Leader's ****************** team. Our system is showing that you received an offer of assistance from your recent account manager. If customer would prefer to speak with a different account manager, please respond and I will help with connecting the customer with a new one.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21738265
  
  I am rejecting this response because: I was told these leas were pre screened.Leads are not prescreened. This product was misrepresented.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/07/2024

  This customer is not currently eligible for a refund and is eligible for contract cancellation after July 1, 2024. Market Leader account management has submitted the customer's request for cancellation and will reach out during the first week of July to assist with finalizing the cancellation for this customer. 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21738265
  
  I am rejecting this response because: I was sold the product under false pretense.  
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21738265
  
  I am rejecting this response because: I was sold the product under false pretense.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/07/2024

  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 spoke to ********************* (Account Manager) he told me I could get VETTED Real Estate Leads, as I am a realtor, for ***** per month for a two month trial. I signed up...Now I am on the two months and trying to cancel this - The only leads I am getting are people wanting to RENT ONLY. No one qualifies for purchasing a home or wants to purchase a home. I have emailed and called Market Leader wanting to end the trial. This is when I learned it is a 6 month contract and they are charging my credit cared ****** per month!!! This is ridiculous and to do this to a family is crazy! I have called and emailed Market Leader on numerous occasions with my concerns and wanting to cancel this..They have told me each time, they will not cancel and will continue to charge me for leads I CANNOT USE...I do not have the additional ****** a month to spend for nothing. They knew exactly what they are doing to individuals like myself that are trying to feed our families and make money. I want them to cancel this asap. I cannot believe someone would knowingly steal money from families like this

  Business Response

  Date: 05/24/2024

  This Customer signed a six month contract and is eligible for cancellation after September 1, 2024. Market Leader does not give out free trials. Our terms and conditions list out the time period and contract term on the top part of the page where customers sign the contract. 

• Initial Complaint

  Date:05/07/2024

  Type:Customer Service 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.

  March 2024, I enrolled into an agreement with a company by the name of Market Leader. I am writing to file a formal complaint against Market Leader, Inc., a real estate lead generation company, for engaging in fraudulent practices and refusing to cancel my contract despite my request. My experience with Market Leader has been thoroughly disappointing, dishonest, and financially detrimental.The leads that this company sent to me were; not interested in selling their home, but looking for what their home was worth. Which Market Leader then in turn gives them an estimate before I even get to contact the lead. Leads have bogus emails, no phone numbers and most are realtors checking out this lead service or realtors listing a property and checking estimate value.The quality of leads have given me nothing in return, except for wasted my time. April 2024 I have asked repeatedly to CANCEL this agreement, and the company Market Leader will not cancel! I have called repeatedly and no one returns my call to cancel this. I have asked for refund of monies for bogus leads and marketing to which I get no response. Please help me to terminate this and refund my money back. I am a senior citizen on a limited income!

  Business Response

  Date: 05/24/2024

  This customer signed a six month contract with ********************** with a subscription start date of February 1, 2024. Market Leader's ****************** team has been trying to reach out to this customer to assist with coaching and engaging with leads. This customer is eligible for cancellation after July 1, 2024. If customer is willing, please send multiple dates and times of availability, and we can schedule a call with Market Leader's Support team for assistance.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21677298
  
  I am rejecting this response because: Yes I entered into a contract with Market Leader under the assumption they would be supplying me with SELLERS who really did want to sell their properties. Along with that the leads were legitimate not bogus leads.

  1.I have several leads where the individual is a realtor looking to see how Market Leader works and what a property that they do not even own value is.
  

  2. Several leads DO NOT want to sell their homes, just looking for a number.

  3. Several leads have no contact information, no phone numbers or if they have given a phone number it's wrong number for that individual.

  4. Several leads have no interest in property, are not the owners, nor relative of owners; but looking for value of home.

  I went into this agreement hopeful after 20 years being a successful realtor that I could have another stream of contacts/leads to work with and receive referrals from. I can tell you and anyone who knows me that I do not need training or coaching on working leads, I have worked leads for years from realtor.com, ****** leads and others with great success!!!! I will never recommend this company and will **** this Market Leader company" for MY valuable time of wasted money, time and energy! I truly feel that other realtors need to know this company is not good and does not give you an actual true legitimate lead to work for a seller.

  So, again would you please CANCEL my contract due to default on your part, Market Leader and we can part ways amicably. And at this time, I will not request a refund, but just to cancel what is left of this contract!

  I appreciate your prompt attention to this matter!

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

  Business Response

  Date: 06/07/2024

  This customer is in contract until after July 1, 2024 and is not currently eligible for a refund. 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 work with Market Leader's ****************** team for assistance with resolution.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21677298
  
  I am rejecting this response because: your leads are bogus, not one of the seller leads desires to SELL their home ever!!! If no refund given, then I want to CANCEL this contract immediately! I will not pay another month for nothing to make you rich! You are stealing realtors money by giving us nothing in return. I went into this contract with Market Leader with high hopes and told you after 60 days I was not happy and wanted to cancel contract! CANCEL THIS CONTRACT NOW!!!! I have talked with the local authorities, ************************* my attorney and all agree that you need to cancel this contract now! Many realtors have agreed that they too got nothing from your company. The census on the street is Market Leader is not a good company and gives you nothing in return for your money spent with company. Check your response from other realtors, the internet does not lie with many disgruntled realtors just like me!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/02/2024

  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 had a six month contract and paid the 6th payment yesterday, May 1st. I understood I was to cancel during my final month so I waited until the final month but, when I called to cancel, I was told I had to call 35 days in advance so I would have to pay for another month. They sent a contract stating that today, at my request, but I was not told that verbally when I signed up. I want my contract to end with the 6 months I have already paid. I dont want to be charged anymore money.

  Business Response

  Date: 05/10/2024

  Market Leader's contracts outline the official cancellation policies, and detail how to submit cancellation requests and time frames for cancellation to take effect. 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. Market Leader's ****************** team currently has an open cancellation request with this client to assist with cancellation in June.

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21657601
  
  I am rejecting this response because: I was not provided a copy of the contract until I called on May 2, 2024. On May 2, I was told I would have had to request cancellation 35 days prior to the end of my contract, which ends May 31st, not 30 days. I want to cancel the contract.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/24/2024

  Customers receive copies of agreements via email after they are signed. Market Leader's ****************** team currently has an open cancellation request with this client to assist with cancellation in June. If customer is willing, please send over a few dates and times of availability for us to schedule a call for assistance with ******************.

  Customer Answer

  Date: 05/25/2024

   
  Complaint: 21657601
  
  I was told I had to agree to a 6 month contract and I paid the 6 months. Ive heard cancel in the last month, 35 day notice, and 30 day notice.  May 31st is my last day and I need no help with a database full of bad contact information. Nothing can fix that.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/06/2024

  Market Leader outlines our cancellation policy in the terms and conditions, and a copy of the agreement will always be sent to the customer. Additionally, the customer's account manager resent the agreement and tried to walk the customer through with an explanation. **********************'s ****************** team will continue to follow up to assist customer.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21657601
  
  I am rejecting this response because: I did not receive a copy of the terms and conditions when I signed up and I was not told verbally. I was told only that this was a 6 month contract. The only copy I received was the one I requested when I called to cancel and was told I couldnt.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/16/2024

  This account was cancelled effective June 30, 2024.

• Initial Complaint

  Date:04/25/2024

  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.

  This company promises warm leads and then gives you leads that are auto filled by software and at least half are verified scammers.

  Business Response

  Date: 05/06/2024

  The Network Boost package the Customer agreed to includes exclusive leads generated through social media, a lead capture website with IDX integration, and a CRM with marketing automation that helps follow up, nurtures leads, and grades into categories. Additionally, leads generated through the ********************* are exclusive, meaning the lead belongs to the customer it was generated for and it is not generated for any other Market Leader customer. If the customer is willing, we will have ********************** Support reach out to help with engaging with the leads.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21625710
  
  I am rejecting this response because: following up or engaging with the leads is not the issue, at all. The issue is that the leads provided are from people who use them intentionally as spam, use other peoples phone numbers or fake numbers altogether. Yes, I have received numerous leads but not one of the (******) are legit. There are a bunch saying that these are spam accounts. Quite a few with names like red rum  I signed up with the promise to get exclusive WARM leads and these contacts are the furthest thing from a warm lead. I want my money back. And I caution anyone who talks to sales at Market Leader to make sure you really understand what you are getting into. They are sales and twist words around, but even so, what I was told and promised is NOT the service I am getting  

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

  Business Response

  Date: 05/20/2024

  If the customer is willing, we will have ********************** Support reach out to help with engaging with the leads. We can also set up an appointment with Market Leader's ****************** team to discuss changing programs for the remaining portion of the term. If you are interested in that, please respond with a few dates/times of availability for our teams to reach out and help.

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21625710
  
  I am rejecting this response because:

  I do not want to work with or pay a business that misrepresented their services. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/16/2024

  This customer was not eligible for a refund at the time. 

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 21625710
  
  I am rejecting this response because:

  They dont *want* to refund because they would lose all their money if everyone let the public know their scam. They also could have just let me cancel when I asked to, but instead they want to keep you locked in a contract that isnt what you were told it was 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/20/2024

  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.

  Market Leader (ML) has failed to comply with the contract & have not provided the promised leads. We entered into an agreement in Jan 2024. I rec'd 1 contact in Jan which was determined to be a SEO solicitor, not a lead. The agreement guarantees 40+ leads a mo. Their website says there is one agent per zip code however there are multiple agents. Despite the terms outlined in our agreement, ML has failed to deliver the promised # of leads. Twelve of the "leads" are for a property (2130 ** - Info in ppw) that has not been on the market for nearly 2 yrs. I was the buyer's agent for this property in Aug of 2022. Feb I rec'd 40 leads with one being for the ** Property. In March I received a total of 39 leads,. April I currently have received 16 "leads" with 11 being for the ** property. They also have not provided full names, emails, or phones for all the "leads". If there is no way to contact a real person, how is this considered a lead? This shortfall in lead generation has severely impacted my business's ability to attract new clients and generate revenue. I have made multiple attempts to address this issue with ML through their customer support channels and many emails which have gone unanswered. I sent emails to: <******************************>, <******************************************>****************************************************, ********************************** <******************************************>I sent 5 emails to those listed above within a 10 day period with no response. Despite my concerns and requests, the situation has not been addressed. I request the cancellation of my service agreement with ML without any penalty or further financial obligation. I request a refund for any fees paid for lead generation services that were not provided as per the terms of the agreement. ML violated the contract which makes it void. ML has also violated principles of fair business ******************** rights by failing to deliver the services for which I contracted. I want to avoid litigation if at all possible.

  Business Response

  Date: 04/30/2024

  This Customer's concerns were not addressed in the proper timeframe set by Market Leader, and this issue has been addressed with all concerning team members. Customer was escalated for thorough assistance, and their May 2024 invoice was waived to to assist with resolution. 

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21603524
  
  I am rejecting this response because: I sent over 8 emails to the same people with no response from any of them. After my 8th email in 13 days, **** with the escalation department called. He didnt know what my complaint was nor did he read any of the emails sent to the company. For that reason, he had no recommendations or a solution.  That ended with no progression or conclusion. I found contact information on linked in for the *** and a supervisor. The supervisor contacted me and was helpful. He offered a free month. I do see this as a temporary solution, however not resolved as I was not able to cancel my service and my account is still open. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/17/2024

  The customer's account is open and their contract is still valid until end of July. Market Leader's management team will be reaching out to the customer in late June to review the account and work with the customer on their requested next steps for cancellation. If the customer has any specific dates/time preferences in late June to schedule the call, please respond to this with a few open availabilities and we will get that scheduled for the customer.

• Initial Complaint

  Date:04/19/2024

  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 or about march 22nd I called in to market leader and told them I needed to cancel effective immediately. The website name was not in line with AZDRE regulations and I had changed brokerages. After speaking with multiple people I was told an account manager would call me back because that was their process. After I got a call back I explained the situation to the account manager and I was told it would be canceled effective immediately and that I wouldnt be charged. This morning I saw that it was still running and called in to correct the error. I was told that outbound calls are not recorded so there was no proof that I was told it would be cancelled or that I wouldnt be charged. They also claimed they had to send me a cancellation document for me to sign although this was not told to me on the original call. They provided no refund and refused to honor the previous cancellation.

  Business Response

  Date: 04/29/2024

  The customer was sent a cancellation quote on March 21, 2024 by Market Leader's ****************** team. The customer did not sign the cancellation quote before April 1st. Market Leader's ****************** team called back to follow up and remind the customer to sign the cancellation quote. The Customer called back on April 19th and **********************'s ****************** team made a policy exception and processed the customer's cancellation the same day to assist with resolution.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21598568
  
  I am rejecting this response because:
  They never told me I needed to sign anything with them to complete the cancellation. They did not call nor did they leave any voicemails as they claim. When I called in to cancel the first time they told me everything was done and I would not be charged. When I called back  asking why I was being charged they then gave me the run around about signing an additional document. I received nothing in my email to sign after the first call. I complied with everything I was instructed to do there is no reason I would not complete the only thing that was needed to cancel when it was so time sensitive to cancel. Additionally there system is that you submit a request and one of the account managers calls you back. I found out only inbound calls are recorded so when they have an account manager call you back it doesnt record the conversation so there is no record of them ever telling me I needed to sign anything. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/17/2024

  Market Leader's ****************** team called back this customer on the 21st and 22nd of March 2024 to remind the customer the cancel quote needed a signature from the customer to set cancellation into effect. This is a standard Market Leader policy and was also outlined in the customer's contract that they signed at the beginning of their contract. This customer's account has been cancelled.