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:06/06/2023

  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.

  We contracted with Standard Real Estate, dba sconsinsells.com for their "Silver" package, paying them $299.00. The company did not deliver the two major deliverables for this package: an accurate MLS listing and signed seller disclosure statements: - Accurate MLS listing: When I started inquiring about how soon we might see a listing more than 48 hours after we sent the information (the company says they usually have the posting complete in 48 hrs), I received a degrading and intimidating response cancelling the contract. Then, ***********************, wrote back to apologize. Yet still after 96 hours, we did not have an accurate listing. Every time we sent edits, *********************** would fix some errors but new errors were created. - Required ** Disclosure Statements:** law says both seller must sign the lead based disclosure statement. When the first docusign version came to my email, I asked how *********************** was going to secure the legally required signature of my wife. He responded he would send a second signing link. Despite 2 additional requests from me, we never received the second link - therefore we did not get the disclosure. While we did receive the other "Condition" disclosure, which does not require both signatures, it was completely unusable with only capitalized words appearing and "x's" way out of alignment with their box on version sent to us - again, completely unusable. Throughout all of this *********************** was unresponsive, threatening and/or snarky. Everything claimed above is documented in email and *********************** has them all - the inaccurate listing and our attempts to correct it/my pursuit of a second signature link, *************************** commitment to send and the final single signature unreadable version of the Lead Disclosure required by law and paid for.

  Business Response

  Date: 06/06/2023

  1. We make known on our website that usually listing drafts are sent out within 48 hours after customer provides details, signed agreement and payment. This is not a guarantee, but simply an estimate. The 48 hour estimate is from receipt of all information needed to DRAFT report. 

  2. We received signed contract, details and payment on May 22nd. 

  3. We received authorization from client to make listing live on MLS on May 25th. In other words, at that point we had sent a draft MLS report, made several back and forth changes and received approval from seller client. (see attached record of that correspondence). We have no record of changes Standard Real Estate made that were unauthorized that created errors after the listing was made live on MLS. 

  4. Seller disclosure documents were fully signed and emailed to both our firm and client on May 22nd. (see attached). When the document is fully signed and a PDF is emailed to me, DocuSign emails a PDF to client as well and most people know this with DocuSign and I'm happy to obtain a record of it. 

  5. Regarding sending the signed condition report to my client's wife for a second signature, I will admit that we did not end up doing this on a timely manner. 

  6. For our silver listing we do not include electronic signature service on all forms, that is a full service level item. I am not required by law to provide electronic signature service on any document for seller clients, I am only required by law to inform them of their requirement to provide certain disclosure forms which we have done. 

  7.I do not believe I was 'snarky' at any time however I did early on REQUEST, not demand, a cancellation and offered a full refund knowing the type of client this was going to end up being, but my client refused. 

   

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In response to:

  #3 As you read though the emails attached and I have plenty of others, you will see *******, an employee of *********************** making corrections and apologizing for the errors. I have at least three additional emails with this back and forth. We would check what was requested to be fixed and approve only to find fields that were once correct where now inaccurate, leading to another set of corrections.
  

  #4: The disclosures were a mess. The ********************* in Final Standard Real Estate Documents (attached p *****) was embarrassing as the formatting was all off.

  #5: "Seller disclosure documents were fully signed and emailed to both our firm and client on May 22nd. (see attached)."  No, documents were never fully signed and we are well aware how docusign works.
  

  #6: *********************** never indicated we would not get disclosures signed by both of us or that it was not a part of the package as is now conveniently claimed. In *************************** original reply to me sending payment, on the disclosure link it says "...Fill in the name and email for each signing role listed below. Signers
  will receive an email inviting them to sign this document." Seems like a good assumption everyone will sign and we would get a fully executed, legal disclosure. Adding to this legitimate interpretation was *********************** saying in a subsequent email, he will send  my wife a link. The link is never, ever sent.  And again, as evidenced in the Final Real Estate Documents (p ***** attached), the Lead Paint Disclosure is a formatting mess and signed by only one owner.

  #7: We never refused *************************** unprofessional threat to cancel.  Instead, ******* who seems to do everything he can to keep *********************** out of trouble sent the listing. And we didn't cancel at *************************** completely unprofessional service. Here is what *********************** wrote when he decided not to cancel ..."I will be up front with you we are generally not extremely fast with responses. I am not available at all on the weekend and sometimes take several days or more to respond." This is the company motto and ought to be highlighted on *************************** website.
  

  *********************** response is as dishonest and incomplete as our business with him was.
  

   
  
  Regards,
  
  *********************

  Business Response

  Date: 06/07/2023

  We sincerely apologize for the issues experienced during your listing with us. We are learning to become more responsive with added team members. Also there still seems to be a confusion with the service as the documents previously provided make it clear that we have provided services as per contract and clients express, written authorization. The history of the *** listing would be further evidence.

  Customer Answer

  Date: 06/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  While I reject ***************** suggestion that he posted the *** agreement as agreed upon, it is impossible and not worth my energy to argue this point. He will, as I have already experienced slice and dice history. The bottom line is -- our one story cabin with baseboard heat, a well and septic tank was represented on the *** as a 2 story home, with municipal sewer and radiant heat facts he just did not get from **.
  
  What is inarguable and remains is the fact, we did not got signed disclosures. The website did not say signed disclosures where not included. Even if the website had indicated no signed disclosures, the emails I have included in the attached document  layout me asking about signatures and *********************** saying he will provide them. (See attached document) *********************** did not send a second signature link, leaving us without legal disclosures.
  
  No one should have to go through the gas lighting and non-performance of a vendor which we lived through doing business with ***********************.  
  
  Regards,
  
  *********************